✅ Verified Review
| Chicago Midway to Phoenix. I set up a vacation for my wife to go see her best friend in Arizona, this is her first time flying. Her flight was scheduled to leave from Midway airport In Chicago at 11:15am. We got there a couple hours early, got through checkout and thought we were good to go! 40 minutes before she's supposed to board, the flight got delayed and was now scheduled to leave at 1:35pm. We left to get some food and was back at the gate by 12:45. They then delay the flight to 2:35. Then just minutes later they cancel the flight! Went to the counter to ask what to do. They told us as long as the ticket had today's date we can go to terminal B17 and catch that flight. So we go to B17 and they informed us that was wrong and that they were "probably just trying to get us through the line". We then had to go stand in a different line, which we waited in that line for an hour and a half and in that time only went half way. I finally go up to the terminal attendant to ask him what we can do. He again said we need to wait in that line in hopes of being put on standby. Luckily a pilot overheard him and asked me what was going on. So I explained the story and he kindly went behind the desk and told them to change her over to that flight! I thought we were home free, but I was mistaken. He told her that instead of being a direct flight like the original flight I booked her, there would be a layover in Oakland. He said she wouldn't have to leave the plane when they go there. She called me in Oakland saying they forced her off the plane and since the pilot had the ticket she didn't have a ticket to show the attendant who was rude. So she got off the plane and tried explaining to the attendant what happened. The attendant told her "to bad cause you don't have a ticket". My wife went up to the counter panicking. The woman made a few calls and almost an hour later was able to get her on the flight to Phoenix. In Phoenix she was supposed to be picking up a rental car from Advantage (I purchased everything through southwest.com) and when I called to verify the car they said there wasn't a reservation. When I called to ask Southwest, they said they don't rent through Advantage. I asked to speak to a supervisor and they confirmed they do in fact rent through Advantage. Something apparently happened in processing the rental car so now her friend has to drive to Phoenix to pick her up. This was the absolute worst experience with Southwest.