Southwest Airlines
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Southwest customer service has gone very far downhill
I gave one star bc there’s no option for zero stars! Flight debacle started at the check in kiosk that was “unable to process” so the ticket agent informed us that our flight wouldn’t make its connection so they had to reschedule for the next day (that makes the 2 hour round trip to the airport for naught!). Many times in the past, changes have occurred and we are notified by email AND text message, keeping us from wasting a whole day. Not this time, no notice until at the airport. After an hour on hold with customer service (no call back option, why? Southwest could easily improve that like nearly all big companies) the agent was at least trying to be helpful but gave us worse news…. He couldn’t figure out the issue. Our original flight was on time and so was the connection. He had zero info why we were sent away. Today at the airport, we met another woman with the EXACT SAME STORY! Southwest for some reason is sending people away that have paid for flights and giving either zero info why or lying and fabricating reasons like weather(we checked the weather and there was none in the country)! To make all that even better, they made no accommodation for moving the flights even though the new flight added several hours including another layover! Not to mention our original boarding group was in the low B group and the new was in the high C group! We all know everything is crazy with COVID rules finally loosening some, but I’ve been flying all through the COVID debacle and have had zero issues like this before. What happened to Southwest customer service? It used to be the best of all the major airlines. IT IS COMPLETELY TERRIBLE NOW!!!