Southwest Airlines
Southwest Airlines - poorly trained reservation personnel, no communication when they created an issue, no customer service to resolve a problem they created. We are sitting in the airport in San Jose, Costa Rica. Had booked our roundtrip flights in November. Art booked by calling Southwest directly as we were returning to the U.S. with our cat as carryon. I had checked the Southwest website, and Art told the agent when he was making the reservations that our cat was coming back with us. She charged an extra fee for the cat and said that the cat replaces one of our carryons. Art called Southwest and confirmed our reservations , including the cat as we did not receive our expected email for priority check in, which had been paid for. Reservations confirmed. We checked the Southwest app this morning, and our first leg, San Jose to Houston had disappeared. We called Southwest at 3am, and took awhile but Southwest person on the phone located our reservation, and had it fixed. She confirmed that the cat was on our reservation. We get to the airport, and our first leg, Costa Rica to Houston had disappeared again. After checking, and bringing over a supervisor, they found out reservation - but told us that the cat was not allowed on an International flight. We were told we could fly, but not the cat. Despite first being booked directly on the phone with Southwest, and having two other phone conversations, including the cat flying with us - we were left standing at the San Jose, CR airport unable to board our flight. Despite our asking, Southwest personnel would make no attempt to get us aboard a different airline to rectify this situation. Terrible personnel training, no communication, and very poor customer service with a situation they created. Luckily, we were able to get a flight out later today with JetBlue. Now will be up for 24 hours with the new flight. Poor Bramble will be in his carrier for almost as long ....