The nightmare started August 5, 2017, when my 20-year-old daughter arrived at Newark Airport at 5:00 a.m. to find out an hour later her flight was canceled due to weather. However, at the airport, my daughter was told by a Southwest gate agent they had canceled the flight due to a pilot error? I'm not sure what this is or why she got conflicting information. She then was waitlisted on a flight three hours later and was bumped again. She was told by several rude and uncaring flight agents that the best they could do was to wait to list her on another flight six hours later and was number 16 on the waitlist for a flight that was 100% booked to capacity. Moreover, every time she checked in at the gate she was moved further down the list due to business class customers. My daughter suffers from migraines when over stressed, and nobody seemed to care that her medication was already on a flight to Fort Lauderdale (without her knowledge). This information came several hours later since Southwest claimed they had no way to track luggage (another lie? - is this possible? and does the FAA know about this?). I called Southwest several times and was told to speak with customer service, which was only open Monday through Friday. How is this possible for a company to not have a support or customer service representative work on the weekend when most people travel? We couldn't take a chance on my daughter ending up in a hospital without her medication and ended up booking a flight on another Airline paying several hundred dollars more. I called Southwest several times and the minimum wait time to speak with a representative was 45-minutes with no option for a Southwest representative to call you back. They do request that you email them and state they will repond within 24-hours - another lie. I vow to never fly on this airline again and am appalled at the lack of concern or empathy their staff displayed. Please think about this in my shoes. Your son, daughter, niece or nephew stranded in another city, suffers from a medical condition, and nobody at this major Airline seemed to give a ____! They are not going to feel my loss of not flying with them again, but if enough people read this - they might avoid this horrible experience and - Southwest might start caring and change their ways.
... View more