04-22-2019
05:03 PM
2 Loves
It would be great if your available credits and vouchers were available to view on your Rapid Rewards account. I just finished talking to customer service about booking a new flight using a voucher. My wife lost her email regarding her voucher. Customer service has no access to the vouchers or credits! I was perplexed. I was told that a supervisor would be resending the voucher email to my wife within 48 hours.
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We received a text on 3/13, saying our flight from Seattle to New Orleans for my friend’s wedding had been cancelled. Southwest had no options for us to get to New Orleans, so we had to miss the wedding. They booked us on a flight home to Ft Myers from Seattle on Monday March 18th, which was the first available flight home from Seattle. It happened to also be the flight that our son and 2 granddaughters were on, to come visit us for their spring break. On Sunday morning, March 17, we received a text saying the flights for the 18th were cancelled. After calling in, we were able to get a flight for my wife and I to Tampa on the 19th. We were unable to get us all ticketed, so our family’s trip to visit us for spring break had to be postponed indefinitely. These cancellations effectively ruined two vacations for my wife and I, plus spring break for our family. Not only was Southwest unable to re route us, but they have no reciprocity on other airlines. I understand that the grounding of airplanes impacted our travel, but what I don’t understand is that these routes were flown before the max planes were used. What planes were used before? This is an unacceptable situation with an unaccceptable solution.
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03-14-2019
02:21 PM
1 Love
Thank you for getting back. I’d like to think I’m very resourceful, but after being on hold for two hours last night, and working on it for over 4 hours this morning, and looking at all of the different flight schedules, I elected to cancel our vacation to New Orleans, cancel our reservation at the Ritz, and just got a flight home to Ft Myers from Seattle on Monday morning. The lack of reciprocity really hurts, as SW is unwilling to book us on another airline, or reimburse us for the expenses. Perfect storm of spring break in Seattle, St Patty’s weekend, and grounding of planes. But as a loyal SW flyer, they just came down a few notches in my book.
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03-14-2019
12:32 PM
Finally got through to customer service. They can’t get us to New Orleans on Saturday for the wedding. Now we have a cancelled flight to New Orleans, plus flights from New Orleans to home, which is Ft Myers, on Sunday, which customer service can’t do anything about. We at least need to get back home to Ft Myers! Now I am on hold with Customer Relations in Dallas! This is just not acceptable!
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03-14-2019
11:42 AM
Also, the “Chat” feature is not available, as there are no representatives to chat with. It directs you to call, which I’ve been trying to do for the last 13 hours!
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03-14-2019
11:02 AM
I wonder how many seats on alternate routes/airlines have already been booked since our flight was cancelled and while we have been waiting on hold or a response to our emails from customer service for the last 13 hours? It’s not like this happened on a weekend or holiday. This happened on a Wednesday night!
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03-14-2019
10:47 AM
By the way, I emailed 13 hours ago, and am still waiting to hear from customer service.
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03-14-2019
10:35 AM
Well, after waiting for 80 minutes for a call back, the phone rang once and hung up. Now I’m on hold for what they say is 96 minutes. I’m sure it will be longer, if they pick up at all. I have emailed also. This is not an acceptable way of treating longtime loyal customers.
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03-14-2019
09:40 AM
My wife and I were notified last night that our flight from Seattle to New Orleans has been cancelled. Because one of the tickets is a companion pass, I must call customer service. We need to be in New Orleans for a wedding Saturday morning. I was on hold over 2 hours and 10 minutes last night, until the automated messages stopped playing. While on hold, it seems every flight to every destination from Seattle is sold out. We need to get to this wedding. Southwest should be trying to find a way. I am waiting for a call back.
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