My elderly disabled father needed to go home due to health reasons. We chose SOUTHWEST Airlines. When booking requested assistance from drop off to baggage, to boarding. Yes they confirmed. When arrived. NO WHEELCHAIR. No assistance in any close proximity. After leaving him, to seek help....this where it becomes TRAUMATIZED and BELIGERIENT. At podium with two females dark skin, broken English, eye rolling, NOT helpful. Arguing who would assist. Not asked once not twice. But three times. CLEARLY hiring manager did not understand assignment, This not eithers FORTE. If you are flying SouthWest be sure you have color because RACISM is here with this airline. An elderly heart patient man. Even when walking over refused to speak. Help him in wheelchair......Bless their hearts.

I was on a flight that got delayed over and over. I was traveling with 2 very small children and after 3 hours of delays I asked to speak to a supervisor about getting some type of compensation. She was very rude told me I would not be getting any compensation. I said ok I will just contact customer service and she said good luck. Right after I walked away she called someone from behind the counter and very loudly said to the other person on the phone "you're never going to guess what a customer just asked me. She wanted compensation for a delayed flight". Said all of this while laughing and me standing not even a foot away. I walked over and started recording her and she immediately hung up. Since she clearly knew her behavior was inappropriate. After we boarded the plane we were pleased to see that it was a very empty flight to the point where almost everyone had their own row. During the extremely late delayed flight my one year old started screaming and getting fussy so her dad started walking her up and down the aisle playing some music to try to calm her. A flight attendant didn't have a problem with him walking the aisle but told him he couldn't play his music. Please keep in mind how loud planes are and how it's allowed for people to watch their movies but calming a baby down with music is out of the question. So the people on that flight had to listen to a screaming baby for an hour instead of lightly played music which is an actual joke in my opinion. I'm truly disgusted by how we were treated and really have no desire to fly with southwest again. I hope this airline looks into these issues and reprimands these women so others do not have to endure such poor treatment. It's also getting so old hearing over and over how many airlines just treat families with small children like crap. Sorry people but we're paying customers too and we have to get somewhere too.

Great flight with an amazing crew. You can not beat their free luggage and change policy. Only negative thing was the 38 pre-boarders (10 wheelchairs, 28 walkers....22% of the passengers) on the flight. Lots of people abusing the pre-boarding process. Can't wait until the assigned seating next year which should dramatically reduce the system abusers.

This has been on my mind for awhile. The rest of the staff was fantastic and there was one that was condescending to us. The service was fast for ordering drinks and snacks. But this one incident ruined it all. On our way back from Hawaii, I wanted to carry my baby down the aisle so he can stretch out a bit to ease his restlessness. I saw other parents did it too from time to time. So I stood up to carry him down the aisle seeing it as it was not busy. Right when I got up with my son a flight attendant, a middle age man who is dressed rather flamboyantly, came up to me pointing his finger telling me to sit down. I was flabbergasted. I looked at my fiancé and said what the heck? It was really rude and with no explanation.

I don’t know why it’s okay for other parents to do it? I do have a tan and it’s darker from the sun bathing in Hawaii. So I just don’t know why I was treated differently but it was extremely unpleasant and unprofessional for my family.

I am writing to express my deep frustration regarding the mishandling of my baggage during a recent trip with Southwest Airlines. My bag was lost at Buffalo Airport for over five hours while I was in transit. Although I received a notification that my bag was missing, I was later informed that it had been located and was an hour behind my flight. Unfortunately, it missed my connection in Las Vegas and was not placed on my flight to Reno.

Upon arrival at Reno Airport, the baggage claim representative and supervisors informed me that my bag was an hour and a half behind me—a fact they were already aware of from the system. I was assured that my bag would be delivered to my hotel by 10 PM. However, despite these assurances, my bag never arrived. The next morning, I contacted customer service again and was told that my bag had been located and might be picked up at 11 AM, but they couldn’t provide a specific delivery time.

This situation has caused significant inconvenience, forcing me to purchase over $75 worth of hygiene products and clothing to manage until my bag arrives. I even offered to stay at the airport to wait for my bag, but I was promised it would be delivered—a promise that was not kept. As a loyal, long-time customer and rewards member of Southwest, I find this situation highly unacceptable.

Adding to my frustration, I followed the instructions provided by Customer Care to file an online complaint. After completing the process, I received an email confirmation but no further communication. When I called Customer Service again, I was met with a rude response, being told that I should have received a lost baggage barcode to file a claim—a step I was never informed about. I was assured that my complaint would be forwarded to a supervisor, but instead, I received an email from Mallory Hearn at Southwest Airlines, stating that the airline was not at fault and I would not be receiving any credit or refund.

This is not the level of service I expect from Southwest Airlines, especially considering my long history as a loyal customer. The situation was mishandled at every step—from the initial loss of my bag in Buffalo to the lack of accountability from your employees. I even informed over 100 attendees at a conference I attended about this experience, potentially impacting their future travel decisions.

I request that Southwest Airlines take responsibility for this incident, reimburse me for my out-of-pocket expenses, and ensure that this type of mishandling does not occur in the future. Your professionalism and the trust of your customers are at stake.

Sincerely,
Never flight Southwest again