04-03-2019
02:50 PM
We booked four tickets for our family and spring break in the early part of the year. We received a text literally two days before our flight was to leave that our flight was cancelled! I was driving at the time of the text. I got home and called customer service. I was on the phone for over two hours. He could not get me on a different flight and told me I should have called earlier! It is not easy to drop everything and book a flight. They couldn't get me on another flight except from a different airport. He said he put a ticket on hold for me and I could think about it. I called back the next day to see if any changes to any flights opening up from the same local airport versus 8 hours of driving to get to an airport. They said I had a ticket booked from another airport. I said that was impossible he said it was on hold yesterday and I would have time to think about it. The rep told me they don't put tickets on hold and that rep booked it. We had friends going with us, who got changed to a different flight but we did not! We ended up cancelling with SW and had to rebook with Delta. I paid over $2800 for FOUR one way tickets because Southwest couldn't accommodate us on a ticket that I had reserved months in advance. I am so disappointed in how I was treated and how much I ended up spending on four one way tickets with another airline. Lack of customer service was really disappointing. Has anyone else experienced this? Is this how they typically handle things?
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