Southwest Airlines
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The WORST
Today at the airport I had a terrible experience with an SWA boarding agent. I happen to be traveling with my in-flight pet. I did not originally book with SouthWest but missed the original JetBlue flight, so ended up purchasing a ticket on SWA instead. The agent who sold me my ticket and issued a boarding pass did not mention anything about not being able to bring a carry-on in addition to the small dog in his bag. This was not a policy expressed prior to going through security etc. As a result, I had my important items in my carry-on and planned accordingly. This included medication and tech items. When I got to the gate, someone announced that folks who needed additional time to board the plane should go to the gate. I did so and immediately was told without a hint of politeness or consideration that I could not have a carry-on. If I did not check the bag "I WOULD NOT BE LET ON PLANE." It is stressful to be talked to like this and aggravating to shuffle belongings around at the last second at some jerk's whim. I would be more flexible if communication was improved. I believe that I was only singled out because I made the choice to notify staff I needed a few extra moments to board as it says in the highlighted section of the airline’s website. If I had not asked for an extra minute, it seems unlikely I would be ordered around like this. It's not ok to change policy at the last second and be so rude about it and then not expect any frustration in return. Being ordered around like a criminal in response to trying to have basic accommodations is not ok. I do not "look disabled" but suffer setbacks in panic and related issues, especially in the airport. A little consideration goes a long way. Even normal levels of human consideration for the customer would be leagues ahead of the experience I had with the airline.