02-26-2019
08:57 AM
02-26-2019
08:57 AM
I was recently on a Southwest flight and, after purchasing Wifi, I received an email that they had debited my card 3 separate times for the same single charge. I politely brought it to the attention of the flight crew and they were rather dismissive of me and told me to register my complaint online. So, I did. I went through the Southwest portal for emailing them complaints. I asked for them to address this asap as I felt it was rediculous that I be charged like this but since it is a relatively small amount ($8 per charge) it would be easy for me to just forget when I was done traveling. I received a file number and an email that I would get a response within 24 hours. I did not get a response in 24 hours. I did just get a response that said they were now transfering my complaint to another department. This is absolutely rediculous that they would go through all of this for a small refund. Of course, I tried to respond to their email today and their email does not allow responses and sent me back to the original page to file a complaint from Sunday. I re-filed my complaint and let them know I would no longer be using them moving forward if this is not rectified immediately. It is sad, really, because I use Southwest exclusively (when possible) for work and personal travel mainly because of the excellent customer service. The dismissive attitude of the in flight staff and now this with their lack of timely response is ruining that reputation.
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