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Re: Contacting Customer Service

chgoflyer
Top Contributor

Unfortunately, delays and cancellations are simply a reality of air travel -- on any airline. While there's never any excuse for rudeness, I'd say that the $600 per person goodwill gesture is very generous -- considering that you are owed nothing except a refund of unused airfare. Hopefully you'll take advantage of the credits and have a better experience next time.

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Re: Contacting Customer Service

olddbray
New Arrival

That's an absolute joke and a farse for a business model.  You know fine you are providing shoddy servie and have a HUGE number of customer complaints and this is your way of hiding!!  Reminds me of a certain president - contact us on twitter and Facebook where we will have some poorly paid customer service reps in India reply to you.  No wonder the stock price is decreasing the last 2 years.  Businesses that have a good service gladly provide an email address, the only reason you don't is because of the sheer volume of complaints you will get.  And for good reason.  We are a family who have personal and business SW cards and have flown for years.  Your hotel dept recently gave us a "special rate" after booking our flights, it was special all right it was 30% higher than the hotels site and 5 other travel sites.  When we called to change it, we were told by SW they could not find the booking and they transferred us to booking.com (didn't know you were in bed with them) and they couldn't find it either, and the hotel couldn't find it.  2 days later we are told we called the wrong SW customer Serivce number (hotels), yet there's no separation on your website for service numbers.  You are not only losing a family who gave you a lot of business but also our staff who travel and my blogs / social media (over 150,000) will all be made well aware.  It's so bad I would rather fly Spirit than with SW in 2019!!

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Re: Contacting Customer Service

ID10T-error
New Arrival

Wow.

After reading your diatribe filled with delusions of self-importance, I think I'd rather you fly Spirit in 2019 also.

Have fun!

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Re: Contacting Customer Service

dfwskier
Top Contributor

Wow, you sure are unhappy.  Sorry to hear that Southwest turned your milk sour.

 

Anyway, let's take a shot at a few of your points

 


@olddbray wrote:

That's an absolute joke and a farse for a business model.  You know fine you are providing shoddy servie and have a HUGE number of customer complaints and this is your way of hiding!!  Reminds me of a certain president - contact us on twitter and Facebook where we will have some poorly paid customer service reps in India reply to you.

 

Actually, Southwest has the highest customer service rating of any US based airline. Do a web search and you'll see for yourself.

 

 No wonder the stock price is decreasing the last 2 years.  

 

Actually, no airline has done well over the last two years. Southwest did better than Jet Blue and American, about the same as Delta, and a bit worse than United. Again, check for yourself.

 

Businesses that have a good service gladly provide an email address, the only reason you don't is because of the sheer volume of complaints you will get.  And for good reason.

 

Actually, the good reason it doesn't is because the airline would get covered in spam - preventing real passengers from being heard. You want to send an e-mail?  See the words "contact us" at the bottom left of this page. Click on it and then look at the top left of the ensuing page. Yup, you CAN send n e-mail.  

 

 We are a family who have personal and business SW cards and have flown for years.  Your hotel dept recently gave us a "special rate" after booking our flights, it was special all right it was 30% higher than the hotels site and 5 other travel sites.  When we called to change it, we were told by SW they could not find the booking and they transferred us to booking.com (didn't know you were in bed with them) and they couldn't find it either, and the hotel couldn't find it.  2 days later we are told we called the wrong SW customer Serivce number (hotels), yet there's no separation on your website for service numbers.

 

Actually, Southwest hasn't had anything to do with hotel bookings in quite a while.  It offers hotel (and rent car) options so that there is one stop shopping for anyone that wants that. Southwest tells you the hotel deal right the at top of the hotel booking page where it says : 

"In partnership with

Booking.com Logo"

 

 

 You are not only losing a family who gave you a lot of business but also our staff who travel and my blogs / social media (over 150,000) will all be made well aware.  It's so bad I would rather fly Spirit than with SW in 2019!!


Well, you have to decide whether or not what Southwest did to you was so grievous that you want to fly Spirit -- with it's seat, beverage, luggage, ticket change, ticket cancellation, etc fees -- as well as lots less flight frequency. If you decide to fly Spirit, I wish you well. Feel free to come back if it turns out to be too good to be true. 

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Re: Contacting Customer Service

Thaiyananthan
New Arrival

Can someone also please forward me any information on how to contact customer service to lodge a complaint.  I called but was directed to website but can't find the information to escalate a complaint.

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Re: Contacting Customer Service

franktravel
Rising Star

You can try this 

 

Southwest Airlines Headquarters Info


Phone Number: Call 1-214-792-4000 to reach Southwest Airlines corporate office.

 

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Re: Contacting Customer Service

Vitbaybee7889
New Arrival

Hi Customer Service,

 

When I traveled, I always choose Southwest Airline. I book ticket for my mom flying to Boston on July 1st. Sometimes I bring the seafood but I never get any problems or trouble about that because I always do same way which Southwest show how to pack the seafood when we fly with Southwest. But this time, When I checked in for my mom, I told assistance my mom bring the seafood. When she heard I said that. She told me 100% can’t bring the seafood (that’s not right) after that she open and took off everything. She told me can bring home or through away. I’m very surprised and I tried to explain to her. I let her know I bring a lot of time and I did right way from the policy but why I can’t bring that. She just keep saying “no”. The way which she services us very very mean and race. She make my mom vey scare and very worried (because the lady make my mom almost miss the fly). She can’t do that with the old. We’re  not happy the service. I told her (the assistance), if the service like that we can go back to fly with the other airline. She said “That’s fine. Go head” (look like she race us). I fly a lot time with Southwest but this is the first time I can believe that. Southwest Airlines’s the big company how they can training the assitance can be answered and service with customers like that. I’m very disappointed with the service form the Southwest. When I came home, I called customer service and told them about that. They said they can’t do anything about that by phone. They said I can send email to tell Southwest Airline about that. I don’t when I send this email, someone will be answer me or not. I don’t want that happen again with my mom or with anything that and they can’t answer like that when they work for big company.

 

 Thanks 

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Re: Contacting Customer Service

rtbarron
Active Member

I'm sorry to hear about the misunderstanding that you had with Southwest. I recommend that you do send an e-mail to Southwest to explain the entire situation in detail and hopefully they can investigate and resolve the service problem to your satisfaction.

If English is not your native language, I suggest mentioning your native language in your e-mail to Southwest. Perhaps they will have a representative who can communicate with you in your native language so that you are fully understood.

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Re: Contacting Customer Service

Margie440
New Arrival

Please be advised I have called the phone # that your rep. had suggested regarding 

confirmation #.

I would like to speak with someone regarding receiving credit for paying " early bird"

fee due to having to cancell my flight to the passing of my Mother.

This is a very distressing time and Southwest protecal for trying to

reach someone for credit for this is difficult....

I can provide a death certificate if necessary and hope that

you will help make this process a little easier.

Thanking you in advance

Yours truly,

Marjorie Plowman

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Re: Contacting Customer Service

SWDigits
Rising Star

Hi @Margie440 I'm another customer here on the discussion boards and I'm sorry to read about the passing of your Mother Smiley Sad

 

As this is primarily a customer to customer forum I recommend getting in touch directly with the Southwest Customer Relations Department, they are available by phone (1-855-234-4654), Twitter (@Southwestair), and by email (click here to see the source for this contact information and to get to the email form).

 

As this is a public forum you may also want to edit your post (click the gear icon) to remove your trip number and your name.

 

 


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