My flight was canceled from Orlando to Albany on April 23rd. There were no other flights on that day so over the phone with the person who called I rebooked into Sunday. This flight was much longer home somewhere around 15 hours. On the phone he said I could rebook it if I found a better flight or he said there were times when they re-scheduled flights that are on the original day that I had booked. He said to keep looking and if I found a better flight that I would be able to rebook it at no cost to me. He said to keep checking back with the website for openings for better flights, what he did not say is that there was a limit on how many times I could change my flight. I did change it to a better flight but then was able to change it to an even better flight. When I went to book that better flight I was informed that I could not change without being charged a difference which ended up being $1500 for four people. The original cancellation was not my fault but yet here I am paying an extra $1500 because I’m trying to get my vacation back as close as I could to the original one that I booked. I’ve always love Southwest it’s the only airlines that I’ve flown on. It’s not my fault that my flight got canceled and I do understand that we’re living in tough times right now. I don’t think this is anyway to treat your customers. I ran a business for 30 years and when I screwed up with a customer, I made it right. I would like to know what you think about this.Thanks for your time Ed Gray.

I always love flying on Southwest airlines. I last fight, however, was less than optimal. I was traveling with my family from San Diego to Baltimore and had not asked for much. When service came through towards the end of the flight for coffee I requested tea. The flight attendant was short and rude and seemed overwhelmed. My daughter subsequently felt nauseated after this service. I went to ask the flight attendant for a ginger ale to settle her stomach so that she wouldn’t throw up on the plane and was told she could have water because water service or coffee was only available at this time. I was very disappointed as I could see Coke products on the counter. Fortunately, another flight attendant standing close by found some ginger ale and provided it to my daughter. I must admit that I was very surprised and disappointed with the service. And as an A-list member, I travel frequently on Southwest because I enjoy the service provided. The flight attendants are generally very pleasant and personable. My husband suggested that she had a lot going on and asking for one more item was likely overwhelming. As a physician, I understand providing service when your tired, annoyed or overwhelmed. We remind our trainees that even when you’re not at your best, it is still your obligation to take care of the patient. Southwest could learn from this. Whatever you you need to do as a flight attendant (take a deep breath, go to the bathroom, ask someone else to cover you), the passenger is at your mercy, try to be patient with us, especially when we are traveling with kids.

It’s not easy to create an interface that is extraordinarily user-friendly, as well as efficient and reliable. In order to keep track of flight funds and being easily accessible compared to years ago when you had to remember and document your confirmation number in order to use your flight funds, finally, they’ve allowed it to be easily accessible to the passenger and just as impressive it is accessible through a phone app. However, there is one additional improvement that I think would make a significant difference. This is the ability to use your flight funds at the time of purchasing your ticket. Currently you have to again copy the reservation number from a screen that is approximately five swipes away in order to use it at the time of checkout. And if there are multiple, you have to copy these reservation numbers and paste them into a text app and then accession at the time of check out. To me, it seems ridiculous that you again have to enter your confirmation number and then your name first and last name to verify that this is the correct passenger. This passenger information has already been entered at the time of checkout. It is simply a matter of matching the confirmation number with the passenger that is already ready to check out. I have no idea why you have to enter again, the name of the passenger and the confirmation number. You should be able to select from a list of available confirmation numbers and not have to access your confirmation number and then enter your first name, and last name when it already knows that you are the passenger checking out and trying to use the flight credit with a confirmation number that is already linked to your name.

Everything was great on our flight from Cleveland to St. Louis. A passenger was loud as we pulled away from the gate. The plane stopped, the pilot appeared in the doorway, the door opened and police boarded the plane. They escorted the passenger off the plane. Bravo for the Southwest crew! However, on our next flight from St. Louis to Los Angeles, an announcement was made by the flight attendant at the beginning of the flight that masks must be pulled up over nose and mouth even when eating and drinking. They could be pulled down only between sips of drinks and bites of food and then pulled up each time. A short time later, the pilot made the same announcement. The man sitting in front of me and over one seat (so I could see him) had his mask down for 20 minutes while he ate one pretzel, then waited a few minutes before eating another one. He took a tiny sip of his drink, waited a few minutes and took another. This pattern happened several times during the flight as he asked for more drinks and pulled out more pretzels from his bag. His mask was down the entire time. After the third time, I finally asked a flight attendant to please ask him to wear his mask. Her reply was “he’s eating” and she continued walking down the aisle. The attendant who made the announcement saw him and so did another. Nobody said a word to him. About half an hour after my request was ignored, the pilot made the same announcement for the second time. If you are going to have a policy then please enforce it!