Southwest Airlines
View company profile →
This was the most horrible customer service I have ever had!!
This was the most horrible experience I have ever had in my entire 55yrs of life!! I have never been so disrespected, angry and felt so helpless in my life!!! I am extremely stressed, my hands are shaking I am so mad!! I have always trusted Southwest, from the first time you came into business, I have never used another airline service. I have insomnia due to the experience. Yesterday I had a flight from Orange County John Wayne airport in California, it was a 1 way, none stop flight #1721 to Chicago Midway airport book for a 10:10am departure and arrive in Chicago at 4:05pm. I arrived at John Wayne airport at 8:45 to get my to check my bags and retrieve my boarding pass. Your A list prepared customers line is separate from the regular people like myself line that pay really good money to be treated as second class citizens. There was about 30-40 of us in line with me being mid pack. There was about 30 people in the in the A list preferred customer service line. There where 4 work stations and only 2 so called customer service reps. They both told us 2 class citizens that pay good money for our tickets, that we have to wait to until the first class citizens were taken care of. Myself, as a black man, felt again, discriminated against. It gets worse from here. By the time I made it up to the counter it was already 10am. I was told that I may not make the flight. So of course I became extremely angry. I asked why he wouldn’t take care of us 2 class hard working and paying good money to fly southwest . He told me, they come first. WOW!!. So he says, if you hurry you may make it through TSA and make the flight. He checked my bags as “late arrival”. My bags made it on the plane. I did not. So I came to him and asked him can he get me on the next flight out. He then told me it was TSA’s fault that I didn’t make the flight, REALLY!! He literally lied to my face, like I was going to buy that excuse. I told him no, it’s your fault you cannot blame TSA for your horrible customer service, making us all wait until the “1st class citizens were taken care of. Well it gets worse. He goes in the back to get his manager, his manager says in the most demeaning tone, “were you here 2 hrs early ” I told him I have been standing in that line since 8:45am. More than enough time to process me. He said nothing else, they talked, looked up flights and said I can get you on 1 flight leaving John Wayne at 1:05pm and arrive in Houston at 6:30pm. Connecting flight from there to Chicago arriving at 9:15pm. So I took it and begin to walk away, I looked at the passes and they both said standby, I asked him what is this and why he didn’t tell me, he said rudely, that’s all we can do for you. I asked, is there possibility that I won’t be able to board this plane, he said YES. If there are no seats available you will not fly, you cannot imagine the anxiety, stress, fear and angry I felt at the moment. By this time, my wife was working in the back ground with your customer rep. Who was about to get me on a earlier flight at 12:05. So I walk all the way from gate 16 to gate 20. The confirmation number given to us was, 4XIF98. I gave this number to the service rep at the gate, she tried to put it in many times and it kept coming back invalid. You cannot imagine my disgust with Southwest at this point. And it gets worse!! So I asked the service rep to at least call and confirm. She said NO. so I stood there in shock. She looked at me like I was trash and said “What do you want me to do?” I lost my cool this time and walked all the way back to gate 16. I’m anger, stressed, and have extremely high anxiety at this point and to be honest, I am totally disgusted with Southwest. It gets worse!! We landed in Chicago at 9:15pm and had to wait in line to dock until after 11:30pm due to problems with some systems. My wife, who had to get up 4:am this morning to go to work had to wait for me due to this long wait we didn’t leave the Chicago airport until midnight because of Southwest’s inconveniences. And it gets even worse!! I called your customer service today to discuss my Inconveniences, I was on hold from 9:59am to 11:35am. As I begin to discuss the problems, the minute I said I was unhappy, and filing a complaint, she lied and she could not hear me and hung up. REALLY Southwest, this how you treat people, I can’t sleep because this never ending Nightmare!! Some Body needs to contact me, and contact me Fast!! Or, I will calling Channel 5 news and a lawyer!!! My Name is James Franklin Williams, and extremely unhappy customer. You can reach me at 815-821-7957. I’m giving you a chance to clean this up before I go public. Your choice.