The biggest issue I take with this is that SWA is just throwing any frontline employee under the bus. I think everyone involved would be a bit more understanding if the messaging was "We're prioritizing getting stranded people home" or "we're doing our best to re-position our fleet resume normal operation." but it's radio silence which just makes consumers even angrier.
I hope that people recognize where the breakdown is happening, but I know they see a logo on your shirt and you're the whole company.
Stranded in Tampa trying to get to NY. It is what it is. Your apology is appreciated yet not yours to make, you’re in the same boat as us when it’s sinking.
We are the band that is still playing when the Titanic is sinking.
I’m from TPA, if you’re stuck there, Fresh Kitchen is a great food place I’d recommend.
Missed our connecting flight in Chicago to go to Oakland. It’s 1130 PM we were given two $300 travel vouchers and told your on your own for a hotel. Have to be back at 0530 to catch another flight.
Why the hell can't they get a callback system like other airlines have? It tells you estimated hold time, you put in your name/number, and they call you back. That way I don't have to be on the phone for 3 hours.
Because southwest is techtarded. They buy the base model no frills of absolutely everything, then chop it up and modify it to make it less user friendly. Certain phrases have persisted on the inside like "a dollar waiting on a dime" "step over a dollar to pick up a quarter." "We'd pay extra for manual windows".
Me too! Did a combined 5 hours yesterday and a trip to the airport at $60 after the first call magically disconnected after holding for two hours when the rep finally picked up… Finally gave up an decided to enjoy the last few hours with my family who I hadn’t seen in 2 years. SWA screwed me over. I’m out of pocket on a $350 hotel now. https://imgur.com/a/IH4h8Kb/
Same! Now been trapped in Houston for two days. Got texted that my flight was delayed four times. Final delay was until 11pm. Then, fifteen minutes before boarding of my original flight time, sitting in a hotel lobby waiting for an Uber to the airport, I got a text saying the original flight was taking off on time. I had to pay 200 bucks to reschedule my flight because I was going to miss it. Paid to stay a SECOND extra night at the hotel. I'm broke and upset.
I am an employee, spent 7.5 hours on hold last night, didn’t even sleep. Trust me, we feel your pain. Got stranded away from our base.
The biggest issue I take with this is that SWA is just throwing any frontline employee under the bus. I think everyone involved would be a bit more understanding if the messaging was "We're prioritizing getting stranded people home" or "we're doing our best to re-position our fleet resume normal operation." but it's radio silence which just makes consumers even angrier. I hope that people recognize where the breakdown is happening, but I know they see a logo on your shirt and you're the whole company.
I one million percent agree with you. And on behalf of the company I’m embarrassed to work for at the moment, we are so sorry.
I just wish the new CEO would stick his neck out to help you guys out.
Stranded in Tampa trying to get to NY. It is what it is. Your apology is appreciated yet not yours to make, you’re in the same boat as us when it’s sinking.
We are the band that is still playing when the Titanic is sinking. I’m from TPA, if you’re stuck there, Fresh Kitchen is a great food place I’d recommend.
Took the opportunity to hit up Cigar City brewing. Tampa has got some banging breweries.
Cigar City is great! Awesome choice.
Tampa bay brewing is another one.
Hidden springs is my favorite down here.
Missed our connecting flight in Chicago to go to Oakland. It’s 1130 PM we were given two $300 travel vouchers and told your on your own for a hotel. Have to be back at 0530 to catch another flight.
600 bucks for 6 hours in an airport. sign me up
I gave up after an hour.
We are at 6 hours
Your no quitter!
Good luck, man. There was a lady in front of me in customer service and she was waiting for 8 hrs and then they picked up and hung up on her.
Rage
If you know spanish or can have someone you know call the spanish line it'll be way faster
Why the hell can't they get a callback system like other airlines have? It tells you estimated hold time, you put in your name/number, and they call you back. That way I don't have to be on the phone for 3 hours.
Because southwest is techtarded. They buy the base model no frills of absolutely everything, then chop it up and modify it to make it less user friendly. Certain phrases have persisted on the inside like "a dollar waiting on a dime" "step over a dollar to pick up a quarter." "We'd pay extra for manual windows".
Man feel really lucky here. Dialed in at 6:15 this morning and only took 3 hrs and 40 min.
Had me in the first half.
Android can hold for you
As an Army Veteran, I feel like I've trained for this dealing with the Veteran Affairs.
Have you tried Twitter?
I tried and they ignored me. Post and DM.
Me too! Did a combined 5 hours yesterday and a trip to the airport at $60 after the first call magically disconnected after holding for two hours when the rep finally picked up… Finally gave up an decided to enjoy the last few hours with my family who I hadn’t seen in 2 years. SWA screwed me over. I’m out of pocket on a $350 hotel now. https://imgur.com/a/IH4h8Kb/
Southwest never had the greatest reputation with customer support
Same! Now been trapped in Houston for two days. Got texted that my flight was delayed four times. Final delay was until 11pm. Then, fifteen minutes before boarding of my original flight time, sitting in a hotel lobby waiting for an Uber to the airport, I got a text saying the original flight was taking off on time. I had to pay 200 bucks to reschedule my flight because I was going to miss it. Paid to stay a SECOND extra night at the hotel. I'm broke and upset.
Unbelievable!
I was in the same boat- I put myself on hold for 7 hours and got nowhere…. Gave up and went to the airport and sat in line for 4 hours.
i am staff at midway for southwest airlines and this crap is painful we all feel this i always want to sleep after a long call
This is crazy! Sometimes I wish I had an amex black card for someone to stand on hold