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COMPLAINT: cancelled flight

 
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Old Nov 7, 2017, 1:00 AM
jasonwg1214 jasonwg1214 is offline
 
Join Date: Nov 2017
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November 7th, 2017
This is concerning how the cancellation of FLT. 3392 was handled for 11/5. AUS-DAL

On 11/4, late in the evening, a call from SWA arrived and the person asked for my confirmation #. I replied, if this call was concerning a problem w/ the flight on 11/5. Next response was 'I can not comment on anything until I know your conf. #. I replied that the boarding pass was 3 stories down in a locked car in a suitcase but I would get out of bed and get dressed and get it. The line went dead as the other end hung up.
I redialed and was on hold for 14 min. and had to explain to an unknown of the previous call and they proceeded to see why I was called about trip #1. There were others in the group under separate conf. #, making a RT [AUS-DAL] to attend a special religious function that I had encouraged to attend.
The final response was this FLT. was cancelled at 9 P.M. on 11/4, some 10 hours before the actual flight. I asked what the nature of the problem is and the reply was, " Oh I am sure it is the weather" !!! What ??? A flight is being cancelled on a ideal evening with no rain forecast for 4 days ? ....and the high for Sunday was advertised to be above 90 !!! What weather ? This is a lame or moreso, a very dishonest answer.
Here come more problems when trying to re book. The only other option, that was given, was an earlier flight at around 6:00 am ....BUT since we were flying on a ‘get away’ fare, all that was avail. on the 6:05 a.m. flight was ‘business class’. We, as well as everyone else in the group traveling under separate conf. #'s, were going to have to pay additional funds. This is unacceptable.
Next option that was requested, ‘ could we be moved to a flight from SAT-DAL ?’ After being on hold for 12 mins. as the representative went to go ask the ‘help desk’ and the reply was no….. these 2 airports are not code sharing airports or something like that was stated. Again, I was told there would be additional charges for each psgr. if we moved flight # 1 seg. to SAT. This is a total lack of customer service to try and resolve a problem we had nothing to do with.
In summary,
[1] I believe you contrived an artificial story about weather causing # 3392 being cancelled as there was no adverse flying weather in the area as of 7:00 A.M. on 11/5 as I investigated. No flights were cancelled on SWA or ANY other airline LV. AUS on 11/5 during this time frame. The Flt. at approx. 6:00 am on this date from AUS- DAL left on time as advertised.
[2] Whoever from SWA that called initially was very curtly on the phone and is not suited for a position in customer service.
[3] SWA did nothing to help us complete this travel as every idea I suggested to resolve your failure to provide carriage, was met with opposition or saddled with more fees, expenses/charges and excuses.
I am aware that I am not the first or last to be inconvenienced by a cancelled flight. This entire episode should be a top priority to be investigated by a competent individual.
s/









Details:
Flight: 3392
Date: 11/5/2017
Trip segment: AUS-DAL
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