Southwest Airlines
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You Gotta Be Kidding Me
We flew from Louisville to Baltimore on 5/26/21. Our flight was delayed due to weather (610 PM flight). We finally boarded and flew all the way to Baltimore, circled the city, then were told we were being directed to Philadelphia because the weather was far too bad to land, only to actually go to Pittsburgh, and land to wait out the weather. After being on the ground for awhile, we flew and landed in Baltimore, only to arrive and be told we could not get off the plane due to there being no jetway. So, we sat on the plane for over thirty minutes waiting. The luggage was taken off the plane while we waited, but when we arrived at baggage claim, nothing. We waited an hour and a half for the luggage due to "there being no one to handle it at this time of night". It was already off the plane. It just needed to be put on the carousel! We should have arrived in Baltimore at 825 PM. We arrived shortly before midnight. We spent more than four hours on the plane. After all the delays for weather, jetways, and luggage we finally departed BWI in our rental car a little before 2am. Completely unacceptable. The two stars is because the captain and crew on this flight were exceptionally nice and apologetic for all the delays, otherwise it would have been one or even none, if possible. On our way back, our flight was delayed yet again due to weather. The weather is beyond their control, of course. During our wait, the staff was condescending and rude during their announcements. It was repulsive. They need a refresher course on how to speak with and interact with the public. The weather is absolutely out of their control and they cannot be held accountable for that. However, the way things are handled during these situations is absolutely within their control. If you are well aware multiple flights are being diverted due to weather, perhaps you should have a plan to keep staff on sight to handle when they arrive, instead of going on as normal and ending up with a bunch of weary, upset passengers left waiting for the one person still there to handle all the chaos. Weather situations aren't a one off. This should be something that is prepared for and planned courses of action in place. If I didn't know better, I would have thought this was the first time Southwest had ever dealt with a weather delay situation. It was abhorrent.