Southwest Airlines
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URGENT COMPLAINT
URGENT COMPLAINT - confirmation number 27CYS7 - RR# 20713247251 I am extremely disappointed that we drove to the Tampa International airport on 6/25/2023, waited for an hour to be told that our flight had been cancelled to DCA. The original customer service rep made an announcement and lied that the flight that we were moved to was a direct flight to DCA. It was not direct it was a layover overnight in Chicago. It was on my app where I was able to determine that she falt out lied over the intercom and to my husband, the flight was not direct, it was a layover in Chicago that was 2 days later, leaving Tampa International Airport on 6/27/2023. That change would caused us to be overnight for two more days in Tampa, and then I was told there were no hotel accommodations that Southwest could provide. We even asked Norma if we could contact Corporate and she said there was nothing that any of them could do about it. We have two small children, one that has Asthma and we would have had to stay in the airport overnight for 2 days since we they were not going to give us hotel accommodations for the inconvenience. After requesting that we be put on a flight that left on 6/25 as we originally planned, Norma put us on a flight to Baltimore and that is an hour and a half away from our home. Then we had to have our 75 year old father come an hour away at a later time, to pick us up. We get to Baltimore and had to wait for a gate to be opened, and waited for over 30 minutes before even being able to get off the plane. We only fly Southwest, this is very disappointing. We should have been given a hotel stay, and we should have been told earlier about the flight cancellation. We landed around 10:10pm left BWI 3 hours of looking for our luggage. I even called the 1800 number for customer service to see if they could help and was told that all they could tell me was that our bags were there. I asked if I could file a claim and was told that I had to work with the customer service there at the Southwest desk. The representatives for SouthWest at BWI were rude, there was only one person that was helpful and that was LaKeisha Anderson. She was the only person that wasn’t rude and the only person who helped and showed true customers service. The other customer service reps either didn't have their badges on or had badges without names. I would like to be reimbursed for all 4 of my return tickets and for this inconvenience. I can not believe this! Martha from Southwest customer service called me on 6/26 and was only able to offer a $250 credit per person for all 4 of us traveling, and thought that was enough compensation for Southwest gate assistance lying about the fly change,the automated system putting us on a flight that would leave 2 days later and was through Chicago to get to DCA, and then not offering us a hotel and transportation for those two day. Norma the flight attendant at the gate for Southwest telling us that Southwest doesn’t do hotel vouchers and she didn’t know were we would stay. To Norma transferring us to fly to Baltimore and then us dealing with rude and disrespectful Southwest employees, taking off badges so we couldn’t report them, then spending 3 hours in the airport looking for luggage. We landed at 10:15 and didn’t get any of our luggage until 1:19am. Shae worked to find two of them. At 1:27 LaKeisha ended up funding and bringing us our last luggage and was the only one helpful out the the entire staff. Shae helped looked for luggage but threatened customers. And all Southwest can offer for this experience is $250 per person. We should have a full refund at a min! Each one of those employees at BWI for Southwest that worked last night needs be terminated how they acted, except for LaKeisha. It’s ridiculous that she was the only respectful one. This needs to be escalated and we deserve more than the $250 per person that you all are trying to offer! We also deserve to know that you are doing something about the staff at the BWI airport!