Southwest Airlines
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Customer Service is changing....
I have always loved flying Southwest. However, I am so disappointed in the customer service I received trying to book a flight with a credit. The first woman I spoke with was clearly not trained properly to help customers. She was looking at my flights from 2019 and telling me I had already used my credit and when I tried to explain she was looking at the flights from 2019 and not 2020 she became more difficult to deal with. I finally hung up with her after being told I did not have a credit available. I called again and the woman I spoke with the second time was able to locate my credit and apply it to a new flight. Unfortunately, I did not have my record locator which made the process more difficult which is another frustration about the customer experience. More than one option should be easily available if a customer does not have a record indicator. You can do better Southwest!