Used to love it, not anymore

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Southwest Airlines
★★★☆☆
3.0
46.0% of users recommend this
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TXfrequentflyer's review of Southwest Airlines

“Used to love it, not anymore”

★☆☆☆☆

written by TXfrequentflyer on 05/07/2014

As Southwest gets bigger, it is getting worse. I have been weaning myself off of Southwest for a while now, hoping it would improve, but this is the last trip I will take on this airline unless I don't have any other choice.

Weather conditions caused a delay of our flight out of San Antonio through Denver and on to San Francisco for an anniversary weekend we had saved for over a very long time. The weather isn't their fault of course, but getting us and our luggage to the same destination in a reasonable time is. We were rebooked on another flight out of SAT through Phoenix to SFO, but apparently our bags weren't. That flight was diverted to Las Vegas due to high winds in PHX ... again, not their fault. Eventually we were placed on an early AM (1210AM) flight from LAS to SFO that had to return to the gate for a mechanical problem and finally arrived around 3:00AM with no bags. They told us the bags would have taken the original route and would be on the first flight the next morning ~10:30AM. We spent the day in our same clothes unbothered because we understand that these things happen. At around 3:00PM, we returned to the hotel and were told no bags had arrived. We called Southwest's SFO baggage department and got no answer; called the 888 number and were told that all of the flights from DEN to SFO were full today, so our bags were likely taken off in favor of today's customers and because no one in the chain had entered any information about our bags, they had no way of knowing where they were or when they would arrive. Our recourse: they could possibly reimburse us up to $50 if we had to buy anything in the interim.
We're here for 3 days and are nearly done with day 1; we're stuck with our traveling clothes and my wife is without any of her necessities. Not to mention that we suffered from the same problem mentioned in several other posts; we had paid the higher fee to ensure good seats together, but because of the transfers and delays, none of that mattered and we were bottom feeders on each of the three legs.
The weather is the number one reason for these issues, but Southwest has done nothing to make us believe we're important to them as customers. We're done with them and don't recommend them any longer.
Bottom line: you get what you pay for ... unless it's a priority seat on Southwest.

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