I cannot believe the nightmare I am living through trying to deal with my flight reservation and refund after my Southwest Flight was delayed and we were allowed to get off the plane because we were going to miss our connection. After informing the Southwest agent, we went in search of another flight to our destination. Long story short there were no flights on any airline for the next two days. So our only option was to drive for 13 hours. Now for the “Wonderful” haha Southwest service. A couple hours later I get an email from Southwest saying we missed our flight at the connection airport and that they canceled our return flight and we forfeited ticket fees. So I decide this should be fairly straightforward. If call Southwest and they will simple refund our money and rebook our original return. Ha, first mistake. The first individual I spoke with after a long wait, said and I quote “you have called the wrong airline.” He did not know how right he was. I should never have tried. When I told him that I wanted to talk to Southwest, he basically was rude and told me I needed to call some other number, but he did not provide me with one. I called again and after a long wait, I finally got an agent who said, “I will transfer you to the proper number.” When she transferred me, the line was busy then went dead. Back at square zero again. You just can’t make this stuff up. I called again and was given another number to call again after a long wait. When I called this number, I was told they would call me back in 19 minutes if I pushed 1. So I did. The first time, my phone was out of service so I missed that call. Do you think they would call me back? Nah. So I tried again. Same drill. This time the call came in and I answered only to find there was no one on the line and Southwest had hung up on me. Having no other option, I tried again. 20 minutes later I received a call back and this time an agent said, “I am sorry you have to call the Customer Relations line” and gave me the number. Ugh!!! Is Southwest for real? So I called that number and was told it was a 66 minute wait and I could stay on the line or go to their website and send an email. Nobody has over an hour to sit on hold. So I thought a simple email could straighten this out. I was instructed to go to their website by an agent and the email address would be there. I was actually told this by two different agents. Wrong again. Southwest does not accept emails! They probably lack the technology. So what to do? Let them keep my money and hopefully find a way back from the Kentucky Derby on Sunday. Good luck. Since I was just sitting in the car on our 13 hour drive, I decided to call and sit on hold for over an hour. On this line, they do not offer to call you back. I guess it is acceptable to wait on hold for over an hour, but not for 20 minutes, in which case they will call you back. Finally after waiting for over 70 minutes the music stopped and the recorded messages about appreciating my patience ended and I thought at last. Then Southwest hung up on me. 🤬 One would think that occasionally someone at Southwest might actually try to use their customer service and see how good they were doing servicing their customers. Nah. While I was searching their site for an email or phone number, I ran across their motto “We think of our company as a customer service company not an airline.” I hope they fly better than they service their customers. After devoting over five hours of my time attempting to resolve a problem that was 100% Southwest’s fault, I am at a loss of what to do. I am beginning to believe that this was their strategy from the beginning to wear me out so they could keep my money.
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