“On 3/19/2024, I encountered an unexpected issue while attempting to check in for a Southwest flight at the airport. Despite having booked my flight a month in advance on 02/12/2024 for a family funeral trip scheduled from 03/19 to 3/25, I was informed by a Southwest agent that I needed a consent form from my sisters to travel with my minor niece and nephew. This requirement was unfamiliar to me, as I had previously traveled with the minors on Southwest Airlines without encountering this request.
The interaction with the agent and their supervisor was disheartening, as they exhibited rudeness and disrespect towards me. Despite my explanations and requests, they did not show a willingness to review my travel history with the minors or consider the circumstances of my family's bereavement. Additionally, I was given conflicting information about the acceptance of a notarized letter from the minors' guardian, causing further confusion and inconvenience.
I respectfully request a review of this incident, as it has caused distress during an already challenging time. I hope that this feedback can contribute to improvements in customer service and clarity of travel requirements for passengers, particularly in sensitive situations such as family emergencies.
I had a difficult experience with Southwest Airlines, as I was unable to board the flight and encountered unhelpful customer service. Despite this, I received a refund. I then booked with American Airlines and had a positive experience. I will be choosing American Airlines for future travel.”
“I had a booking with Frontier thatvwas just horrible. I decided to try Southwest. Anthony at the service counter was great. The service desk Supervisor Ysel Anker was incredible. Thanks to them you have a customer for life. They booked my group a new flight, they handled the transportation of our luggage. They walked me to TSA and insured that i had no issues. As we were escorte, Ms. Anker explained your company motto and the benefits of being a Southwest customer. I was given my vouchers which included an unexpected and well received complimentary drink. It was the best experience. Thank you for your compassion, understanding and customer service. Your staff displayed true teamwork. They work in excellence. There was another employee ( I think her name wss Edna) she was the first one i approached and desrves her own merit. I might have her name wrong so i apologize. When she was not quite sure of something that was when that team worked together until my needs were met. Thank you Southwest for showing me what hassel free travel feels like.”
“I flew to Chicago, worked in a non cell working area. Worked time went over with no access to call southwest and change flight. They took it as a no show and said nothing they could do. So no access to call them was a good reason. No sympathy for the customer situation. On the flight here my bags where over weight by one pound and they demanded $100 surcharge. I had to sit there and adjust my bags to clear the one pound. Then at boarding I get hit again about my bags overweight issue of one pound. That almost made me mis my flight. The plane was half empty from Texas to Chicago. So I stripped Southwest as a vendor in my company. By being treated this way they do not realize what this cost them in additional revenue. They will not get it from me.”
“Very helpful at check in to solving overweight bag issue. She suggested buying a SW duffle bag to put the extra items in.
Great solution-based thinking. Loved it!”
