In order to remove the review, please report on the original platform as well!
James M.
2024.06.29
Verified
Never flying with Southwest again!
I was originally booked a round trip flight with Southwest traveling from Austin to San Diego. This was first time flying with Southwest and I'm traveling for business. I thought I'd give southwest a chance this time instead of flying with United or American. Flight from Austin to San Diego was fine. On my trip back to Austin, I had checked in 24 hours before my flight and had a boarding pass. I then proceeded to call southwest customer service to inquire about the cost of changing to a flight later on Friday evening instead of flying out Saturday afternoon. I decided against changing my flight due to the fare difference, I told the service agent that I will keep my original flight. Everything was going fine on the day of my flight until I was trying to board. The boarding pass on my phone apparently wasn't valid even though I had used it to get through TSA security and it worked there. I was then told that I don't have a ticket booked back to Austin. I was in shock and confused as to what was happening because I checked in fine, got through security fine and was ready to board. The first desk agent at the gate was of no help just saying there's nothing they can do, completely useless. Another 3 people came after and made some calls and tried to figure it out. They finally got it figured out that there was an issue on Southwest's end and the funds were there for my flight but for some reason my original ticket back to Austin was canceled. By that time the gate door had closed and the only flight was 6 hours later! I'm left here at the airport for 6 hours longer than I ever want to be with this issue that I didn't know could even happen when I was at the airport by the gate 90 minutes before departure. Ridiculous that this issue can even come up for what Southwest claims to be a major airline with agents giving up and not helping at first. How is it possible to accidently cancel someone's flight from a normal inquiry about flight changes? That's a standard request. Terrible first experience with Southwest, I do not plan to fly with Southwest again.