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Check-in / Boarding
COMPLAINT: Check-in Line Nightmare

 
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Old Mar 30, 2014, 3:13 AM
milehi milehi is offline
 
Join Date: Mar 2014
Posts: 1

Arrived at DIA almost 2 hours prior to flight with an unaccompanied minor with a knee injury. Needed to obtain a escort pass and check a bag. Apparently a flight had been canceled to Tampa and there were some really upset people in an EXTREMELY long, slow moving line.

Three check-in people were working; two were working, one was training.
Tempers were high. Southwest failed to pull all the Tampa people aside and tell them what they were able to do for them; so each time a Tampa party arrived at a clerk, they had to explain the whole situation, listen to them complain and work through their new arrangements. Meanwhile, other people were waiting to check-in to get to their flights and missing flights.
There was almost a fist fight. Someone pushed some skis into another passenger who was holding a baby and the man fell, baby and all face first on to the floor. The were okay, Add screaming baby and injured Grandpa.

The check-in clerk had the NERVE to tell me that our bag was LATE because WE checked in late. Seriously, I just waited in your line for an Over an HOUR. Over ONE HOUR. On a Saturday at 5pm, in April? and I am late? NO sorry for the line, thank you for your patience. Just your bag is late. Hmm, you are rude and incompetent.

Hey Southwest, if you cancel a full flight, maybe you pull ALL of the effected people aside, explain it all at once and then tell them all the options and then dedicate a person or two to help them and not HOLD UP all the other people. Seriously, if the service is going to be poor, it was equally poor for EVERYONE.
So happy my kid saw all of that.
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Old Apr 2, 2014, 3:30 PM
Leatherboy2006 Leatherboy2006 is offline
 
Join Date: Nov 2007
Posts: 340

The experience you had with Southwest is the reason that even though I live about 4 miles from their home airport of Dallas's Love Field, I avoid them like the plague.
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