“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 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.”