• Report: #286861

Complaint Review: Southwest Airlines

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  • Submitted: Mon, November 26, 2007
  • Updated: Mon, December 29, 2008

  • Reported By:dallas Texas
Southwest Airlines
www.southwest.com P.O. Box 36647 - 1CR, Texas U.S.A.

Southwest Airlines Got bumped from 2 flights delayed 14hours Lost 4 hours of Pay Dallas Texas

*Author of original report: wow !A bunch of insiders and spies huh .Well there's right and wrong .

*UPDATE Employee: Sunday after Thanksgiving?! Next time follow the required check in time guidelines.

*Consumer Suggestion: what did you expect?

*Consumer Suggestion: Can you read?

*Consumer Comment: I use airline website to print the boarding passes at home . Then we drive 1 hour to the airport.

*Consumer Suggestion: Next Time

*Consumer Comment: You were late, period.

*Author of original report: Response to comment

*Consumer Comment: You were late..Read the checkin requirements

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Hello my name is abimbola the ticket number was 764. I was supposed to fly from birmingham International airport (BHM) on Sunday 11/25/07 to Dallas Love field (DAL) at 4.45pm .
I got to the airport just on time I tried to print the boarding pass from the e-ticket counter it wouldn't print . I went to southwest desk and got a paper stating go to the counter by the gate for the boarding . I went through the ridiculous TSA securiy gate and barely getting the gate c10 where I talked to the agent.By the way the flight 764 was delayed to 5.15pm (and was still boarding when I got there ) and when I went to the agent he told me the plane was full there was an alternate flight going out through Houston and there may be a seat we got to the gate and we were told by the guy at the gate that it was full. So the agent tried and failed to get me a seat until the next moring at 8.10am on 11/26/07 monday. I was told to get a voucher for a discount rate at the sheraton which was issued to me cost me $41 with free shuttle for 1 night .I eventually left at 8.10am the next day but I was delayed about 14hours lost time from work 4 hours to be exact. This should have never happened Dallas is one of their major stops . I think I should a refund and reimbursement for the hotel and food and lost work time . I even called their customer relations person (Jennifer) and was told nothing they could do .
Here's a copy of my confirmation


Receipt and Itinerary as of 11/22/07 10:53 AM
Confirmation Number
KDIFTS


Confirmation Date: 11/22/07
Received: ABIMBOLA




Passenger Information
Passenger Name Ticket# Account Number
ADALUMO/ABIMBOLA 526-2348400434-6 00000344447386

Itinerary
Date Flight Routing Details
Sun Nov 25 764 Depart BIRMINGHAM AL (BHM) at 4:45 PM
Arrive in DALLAS LOVE FIELD (DAL) at 6:25 PM

Cost and Payment Summary
Air $ 170.23
Tax $ 16.17
PFC Fee $ 3.00
Security Fee $ 2.50

---------------------------------------

Total Payment: $191.90

Current payment(s)
11/22/07 MASTERCARD xxxxxxxxxxxxxxxx Ref 526-2348400434-6 $191.90


Fare Rule(s)
Valid only on Southwest Airlines. All travel involving funds from this Confirm no. must be completed by 11/22/08. Any change to this itinerary may result in a fare increase.
Fare Calculation:
ADT- 1 BHMWNDAL YL 183.00 $183.00 ZPBHM XFBHM3.00 AYBHM2.50 $191.90



Important Checkin Requirement
Passengers who do not obtain a boarding pass and are not present and available for boarding in the departure gate area at least ten minutes prior to scheduled departure time may have their reserved space cancelled and will not be eligible for denied boarding compensation.



Southwest Airlines Co. Notice of Incorporated Terms
Air transportation by Southwest Airlines is subject to Southwest Airlines' Passenger Contract of Carriage, the terms of which are incorporated by reference.
Notice of Incorporated Terms




Additional Information for Travelers
Online Checkin | Free Baggage Allowance | Checkin Requirements | Print Security Document
Inflight Service | Travel Tips | Refund Information | Privacy Policy | Southwest Airlines Destinations
We can notify you of flight departure or arrival status via text messages on your cell phone, pager, personal digital assistant (PDA), or e-mail account. Or, use our automated phone service by calling 1-888-SWA-TRIP.

Abimbola
dallas, Texas
U.S.A.

This report was posted on Ripoff Report on 11/26/2007 02:51 PM and is a permanent record located here: http://www.ripoffreport.com/r/Southwest-Airlines/PO-Box-36647-1CR-Texas-75287/Southwest-Airlines-Got-bumped-from-2-flights-delayed-14hours-Lost-4-hours-of-Pay-Dallas-Te-286861. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 9Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

wow !A bunch of insiders and spies huh .Well there's right and wrong .

AUTHOR: Abimbola - (U.S.A.)

I haven't checked this in a while I still stand my ground it wasn't right the way I was treated. until I get my money back I will not stop responding . Computers are not perfect trust me I'm a techie so I know that as a fact
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#2 UPDATE Employee

Sunday after Thanksgiving?! Next time follow the required check in time guidelines.

AUTHOR: Ladevant - (U.S.A.)

You stated that you arrived at the airport (BHM) "just on time" which should have been at least one hour before flight time meaning 345pm. However being the Sunday after Thanksgiving people tend to allow more time due to heavy passenger traffic. So if you received "a paper" to go through security this would mean it was later than 425pm when you arrived at the ticket counter as no boarding pass can be issued after 20 minutes prior to flight time. 10 minutes prior to flight time a confirmed reservation will be given up to a stand by passenger if the ticketed passenger is not at the gate. This is stated clearly in the Notice of Incorporated Terms that comes with every ticket purchased. If the flight was delayed until 515pm this would mean boarding started at approx 455pm or 500pm. So it sounds to me that you arrived after your flight was scheduled to depart and had it been on time I'm certain the plane would have been gone when you arrived. Being a holiday weekend everything was sold out the remainder of the day so the airline tried to accomodate you with stand by on later flights. To ask to be compensated because you failed to arrive at the airport on time is ridiculous. And to blame the airline because the later flights were sold out on one of the busiest travel dates of the year doesn't make much sense either. You know what they say about poor planning on your part.....it does not make for an emergency on our part. When we advise you on check in times everytime you purchase a ticket it is not for our benefit but yours. Be honest with yourself....you were late.
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#3 Consumer Suggestion

what did you expect?

AUTHOR: Cat - (U.S.A.)

This is the real world, which means consequences either way. You arrive on time them you get to board the ariline and fly, if you are late WHICH you were and therefore you had difficlites. It is not any more simplier than that. Man up and take your consequences and stop expecting something for YOUT mistake! Parents teach their children from their mistakes and you need to learn the same thing here. It was your responsiblity for you to arrive on time. Period. You are not automatically entitiled to something free when it is not your fault. Take responsiblity, learn from it and never let it happen again. That is what adults do!
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#4 Consumer Suggestion

Can you read?

AUTHOR: This Is Me - (U.S.A.)

"Important Checkin Requirement
Passengers who do not obtain a boarding pass and are not present and available for boarding in the departure gate area at least ten minutes prior to scheduled departure time may have their reserved space cancelled and will not be eligible for denied boarding compensation."

Nice and clear there, you were at fault, and the airline did more than they were required to.
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#5 Consumer Comment

I use airline website to print the boarding passes at home . Then we drive 1 hour to the airport.

AUTHOR: Thomas - (U.S.A.)

Alas, M. Abimbola, you did NOT adhere to the LETTER of the terms & conditions.

Sometimes when you are late the gate agents will cut you some slack, and sometimes when you are late the gate agents will not cut you some slack. It depends on how YOU treat them, and how the PREVIOUS customer had treated them. Sometimes you just get an agent who simply has an attitude.

Next time, adhere to the LETTER of the terms & conditions... better yet, be early.

For domestic flights, arrive IN the terminal 1 hour before flight time. For international flights, arrive IN the terminal 2 hours before flight time. Or be prepared to develop some ulcers. It's your choice. Either way, you will be right!
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#6 Consumer Suggestion

Next Time

AUTHOR: Matt - (U.S.A.)

You can check in online before your flight. This guarantees a spot for you on your plane and may even land you in a favorable boarding group. That's really what the confirmation code is for. If you don't check in 30 minutes before your flight, they drop you regardless if the plane is late.
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#7 Consumer Comment

You were late, period.

AUTHOR: Ryan - (U.S.A.)

It says prior to SCHEDULED departure time. It is up to you to factor in traffic and what not. If you had been earlier, it would not have happened and Southwest would have paid for hotels and would have given you cash compensation. This is a clear cut case.
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#8 Author of original report

Response to comment

AUTHOR: Abimbola - (U.S.A.)

Oh here we go again . I guess there are southwest people looking at this. You're entitled to your opinion but at least get the facts straight . I was on time and there are thousands who have the same issue with airlines . This is the real world maybe if you factor in security checkpoints ,college football, thanksgiving weekend , traffic out of this world. Yeah in a perfect world excuse my sarcasm . Oh by the way the plane was late for one leaving 30 minutes late.
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#9 Consumer Comment

You were late..Read the checkin requirements

AUTHOR: Robert - (U.S.A.)

First you should NEVER post personal information on a public web site. I hope that the RoR Admin blocks that info out.

Second, since you did post everything you need to look at this section:
------------------------
Departure:
Sun Nov 25 764 Depart BIRMINGHAM AL (BHM) at 4:45 PM
....
Important Checkin Requirement
Passengers who do not obtain a boarding pass and are not present and available for boarding in the departure gate area at least ten minutes prior to scheduled departure time may have their reserved space cancelled and will not be eligible for denied boarding compensation.

-----------------------
As per the Checkin Requirements you are supposed to be at the GATE at least 10 minutes before 4:45pm. That is what they mean by "present and available for boarding". You were not available for boarding if you were not even through security yet. You should realize, and with all of the news reports known that you need to arrive at the airport at least 2 hours before for domestic flights. You did not say exactly what time you arrived, but it sounds as if you had arrived very close to(if not past) 4:45pm. So they had a right to deny you any compensation, but they gave you a voucher for a reduced room rate and shuttle.
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