Southwest Airlines Customer Service Issues

I bought extra points for a flight, but the site was down for maintenance overnight. Despite being reassured that I could buy the tickets the next morning once the maintenance was finished, I was told the points weren't in my Southwest account and I didn't have enough points for the flight. Despite explaining the situation to the representative, I was told to call back the next day. Another representative mentioned that purchased points from a third party could take 72 hours to show in my account and warned I might miss out on the flight deal while waiting for the points. It's frustrating because I have a Southwest confirmation number and the points purchase was deducted from my bank account.

Hello, my name is Jeff Murphy. I made flight reservations for my wife and myself in June for a vacation from October 24 to 31, [redacted]. My Confirmation number is 2YG3TW, and she used points for the booking. Due to the increasing severity of Covid, I was compelled to cancel our trip. I intended to use my funds for this year's vacation from October 22 to 29, [redacted]. Although the booking dates are now available, I am encountering a restriction preventing me from using those funds, stating they should have been used before the original flight date. The Covid situation was out of our control, particularly as small business owners, risking the impact on our work in case of infection. I am aware that vouchers have been issued for such cases, and given the financial strain from the pandemic on our business, I kindly request support in this matter. I value your assistance in helping us secure the much-needed vacation for my wife and me. Thank you.

When boarding my Southwest flight, they unexpectedly checked my carry-on, which led to it being sent to the wrong location. Despite not leaving the aircraft during the layover, I missed school for two days as my laptop was inside the bag. I had to buy clothes since my packed items were inaccessible. Upon receiving my luggage today, I discovered it was damaged, my cologne had spilled, and my laptop was wet. The staff member I spoke to when filing a claim seemed unhelpful and only provided a claim form and a $[redacted] voucher. I am disappointed as I never agreed to this settlement and my belongings are ruined. This experience is especially frustrating as I usually accept flight delays but did not expect this level of mishandling. - M. H.

My wife and I were in Houston on Saturday, April 2, and our flight was canceled at midnight, leading to a challenging experience. We spent hours in the airport until the early morning, had to arrange and pay for our own accommodations, rental car, and additional expenses, causing us to miss work. Although we appreciate the voucher and points received, they do not adequately compensate for the ordeal and the significant financial burden we faced. As loyal Southwest Airlines customers, this situation has made us reconsider our allegiance. While the ground staff at Houston Hobby were polite, they provided minimal assistance, except for one helpful employee, Alex, in the baggage claim area. We hope to address these issues with someone who can resolve them satisfactorily to prevent tarnishing our relationship with Southwest. If not resolved, we may have to reconsider our association with Southwest and seek a more supportive airline. Thank you.

I have a flight booked for tomorrow through Booking.com and their third party, AirFare Experts. However, upon attempting to check in with Southwest, I discovered discrepancies with the flight details provided by AirFare Experts. The confirmation code I received is for a flight departing at 6:35 AM, not 6:45 PM as expected. Additionally, the flight I was told was from Boston to St. Louis is actually a different flight number and route. I am hoping Southwest can assist me in obtaining a credit to re-book my flight. My goal is to visit and celebrate my godson's birthday, as I have not had the chance to see him since his birth during the pandemic. The destinations remain the same, I just need to adjust the dates. I will also be reaching out to AirFare Experts separately to address this issue. Thank you for any help you can provide.

I recently made flight reservations with Southwest (Confirmation number: 27H3CX). After reviewing the email confirmation, I noticed an error in the itinerary details. Initially, it displays a flight from Hartford to Nashville and then Santa Barbara to Denver on June 9th. However, scrolling down, the correct itinerary is shown with flights BDL to BNA at 2:00 pm, landing at 3:25 pm, followed by BNA to RDU from 5:25 pm to 7:50 pm. I am confused by the mention of Santa Barbara to Denver, as it is not part of my trip. I would appreciate clarification on this discrepancy. Thank you.

I am seeking help on where to find relief for my situation. Recently, I discovered my travel funds had expired, an aspect I was not aware of. While booking a trip with Southwest Airlines, I learned about the expiration. In my discussions with Joanne, a booking agent, efforts were made to extend the funds, but due to being fifteen days past the extension date, nothing could be done. I am seeking a resolution by either receiving a full refund of $1,[redacted].88 for the three tickets purchased (valued at $[redacted].96 each), or being compensated with a voucher of equal worth. My Southwest Airlines flight confirmation number was KL92J3, and it was for myself, my husband, and my daughter. I hope Southwest Airlines can reconsider and make an exception in this matter.

My husband, son, and I purchased tickets for a trip to Florida in [redacted]. Due to Covid, we had to cancel our flights and received a voucher from you, which was extended to September 7, [redacted]. I used part of the voucher on a one-way flight to Florida in December [redacted] and the rest on a flight to Denver in July. However, I am unable to locate the remaining balance for my husband, Wayne B., and my son, Landon B. Wayne and Landon still have funds left on their vouchers, but I can't find their receipts. I have already searched through all my files at home and contacted your customer service via email with no response. All bookings were made under my email, [redacted], and I would appreciate any assistance in retrieving the remaining balances. I have provided my contact number for you to reach out to me. Thank you for your attention to this matter. Donna

I received a Love Voucher last year which expires on 10/13/22. I want to book my airline tickets for that date but am worried about what will happen if a personal emergency prevents me from traveling then. Can I use the voucher for another date due to unforeseen circumstances? I want to avoid losing it as I had a previous mishap in Las Vegas last October when a customer service representative caused me to miss my flight to Cancun. Another representative from SWA helped me with the Love Voucher, but as I am visually impaired, I only have the necessary information and codes. I appreciate any assistance. Thank you.

My annual girls' trip has hit a snag due to Southwest Airlines. We had our tickets and arranged a condo for our stay. However, Southwest notified us via text yesterday that our return flight is at 7:30 pm with a layover, getting us back home to Louisville, KY around midnight. With our condo checkout at 10:00 am, we are left with 9 hours to fill. Feeling let down and hoping to speak with Bob Jordan about this matter. Nancy Gray Email: [redacted] Phone: [redacted]

I wanted to confirm that I am dealing with Southwest as my preferred airline. On September 28, [redacted], I made a reservation for a round-trip flight from Tampa to Buffalo at the cost of $60.96. Due to Covid, I had to cancel the flight and received a credit of $[redacted].96. I later found out that I had booked the flight through a third-party on that day. Now, I have a credit balance of $[redacted].96 with Southwest under confirmation number 4CK4JR. I am looking to use this credit to book a flight from Tampa to either Newark or Westchester airport departing on September 11 and returning on September 18. My travel funds are set to expire on August 19, [redacted]. Can I please utilize the $[redacted].96 credit towards the purchase of my upcoming flight as detailed?

I had a ticket to fly that I couldn't use due to health reasons. I had two heart attacks and a car crash. The ticket expired on May 3, [redacted], and my cardiologist restricted travel until May 17. Can I receive credit for the $[redacted].98 unused ticket? I'm an 85-year-old senior on a fixed income from Bonita Springs, Florida. I appreciate your help. Contact me at [redacted] or [redacted] My Rapid Rewards number is [redacted]34. Thank you, Clarine Jarvis Smith.

I flew from Midway to Jacksonville Airport on June 1st, with reservations from June 1st to June 8th, [redacted]. Despite booking a non-stop flight, Southwest informed us of a plane change in Baltimore to Chicago Midway. Our scheduled 7 pm departure turned into a frustrating wait onboard starting at 6:30 pm, lasting 4 hours due to captain delay, weather, and runway issues. We finally reached Chicago Midway around 1 am, only to face an additional hour delay waiting for luggage, arriving home at 2:45 am. Despite needing to be at work by 8:30 am, this experience was one of my worst flights on Southwest. I rarely complain, but the extensive time spent on the plane before takeoff has made me reconsider flying with Southwest in the future. Sincerely, Lidia.

I recently booked a flight with Southwest using points, however, I didn't have enough. I purchased additional points using my credit card but then realized I was still short. I decided to purchase the tickets with dollars instead. Later on, I received an email confirming a charge for $[redacted].25 and additional points. When I contacted my credit card company, they mentioned the charge was pending along with the purchase for two round-trip tickets. I don't believe I should be charged for the points since I ended up paying for the tickets with dollars. Can you please assist me with this issue? Thank you. -Jessica

Subject: Cease and Desist Notice for Trademark Infringement Dear Sir/Madam, I am a legal representative of Southwest Airlines Co. and am writing to address your unauthorized use of Southwest's proprietary names and trademarks in your business operations. This misuse constitutes a violation of Southwest's intellectual property rights, leading to confusion among our customers. This letter serves as a formal demand for you and all associated parties to cease using Southwest's trademarks, logos, and intellectual property immediately without express written consent. In the event that you do not comply promptly, Southwest reserves the right to pursue all available legal remedies, including seeking injunctive relief and recovering any expenses incurred, such as legal fees. We urge you to cease this infringement to avoid legal action. Please confirm in writing within seven days that you will cease and desist from using Southwest's intellectual property. Any further correspondence on this matter should be directed to me at the provided contact information. Thank you for your prompt attention to this matter. Sincerely, SOUTHWEST AIRLINES CO. - Legal Department

I made a reservation for two adult passengers from PCB to Fort Lauderdale on August 19th with a layover in Nashville. The plan was to depart from PCB at 7:05 pm, then depart from Nashville at 10:20 pm to catch a JetBlue flight to Montego Bay, Jamaica at 6:05 am on August 20th, [redacted]. Due to Southwest Airlines maintenance issues, we missed our connection to Fort Lauderdale, leading to us missing the 6:05 am JetBlue flight as well. Although we rushed to board the Nashville flight knowing we would miss the connection, we were assisted at the Nashville ticket counter in rebooking our journey to Jamaica, covered by Southwest Airlines vouchers. However, we had to pay $73.80 for the flight changes. We had already paid for the Jamaica flight in June [redacted], checked in, and dropped off our luggage. We kindly request a refund of the $73.80 incurred due to Southwest's maintenance problems, as this cost should be absorbed by the airline. We also endured over 8 hours without food, which was challenging. We ask Southwest Airlines to address these issues promptly.

On the 8th of October [redacted], I bought a ticket for my sister to travel to Florida on the 27th of October, returning on the 2nd of November, using my credit card as she doesn't have one herself. Unfortunately, she fell ill with COVID and couldn't go on the trip, leading to the cancellation of the reservation. She now has $[redacted].97 in travel funds with no immediate travel plans. She wishes to convert these funds into a LUV voucher to repay me for the ticket. I've reached out to Southwest Customer Service, but they've informed me that the travel funds have no expiration date. Any suggestions on how to obtain the LUV voucher instead? Appreciate your assistance.

I recently booked a flight from Tampa to Fort Lauderdale for my cruise. Unfortunately, my luggage was lost in transit and ended up in Baltimore instead. I was told it could be returned by 7 pm, but by then, my cruise had already departed at 4:30. I am incredibly upset as I had planned this trip a year in advance and all my essential items like clothes, medication, shoes, and makeup were in that suitcase. I had to make do with a few items from TJMaxx, but it's nowhere near what I had packed. This experience has left me feeling lost and extremely upset. I am scheduled to return next Sunday and would appreciate it if someone could contact me then. My name is Emily M., and you can reach me at [redacted] or [redacted]. This situation has completely ruined my vacation, and I believe I am owed compensation for the inconvenience and distress caused. Please reach out via email or phone after next Sunday when I am back from what was meant to be a wonderful trip but has turned into a nightmare. Missing my prescriptions and vitamins has made this even more difficult for me.

I believed I had made reservations for my husband and me a few weeks ago. When I checked my bank statement, I couldn't find the charge. I phoned what I thought was SW's number. The person I spoke with was nice but quoted a higher price. I assumed I had completed the process. Then, I was informed I needed to rebook at the increased rate. It became confusing as I was instructed to contact the bank to authorize the extra payment, which was ultimately declined. The individual called me back, but I declined the transaction. Now, I am unsure if I have confirmed reservations for October 18, [redacted], from Manchester to Phoenix for my husband and me. I would appreciate any assistance in resolving this issue. Thank you, Edna M. Q.

I used to consider SW Airlines my top choice, but lately, my experiences have left me dissatisfied. During my recent domestic flights, I found the cabins to be excessively cold, starting around 15 minutes into the flight and only worsening as time went on. It seems like this might be a tactic to save on fuel costs, but it leaves passengers unprepared and uncomfortable, especially if the outside temperatures are warm. Furthermore, there have been changes to the service that concern me. For example, when my husband ordered an alcoholic drink without a mixer, it was served with the miniature bottle empty and submerged in ice in the cup. This practice raises hygiene questions since the storage of these small liquor bottles on planes can be questionable. Traveling is stressful enough as it is. It would be appreciated if these issues could be addressed to make the flying experience more pleasant. Thank you.