✅ Trip Verified
| Orlando to Milwaukee via Atlanta. Arriving to the airport from a business trip to be notified the flight was an hour delayed. Frustrating but understandable. Things can happen. A little over a hour later, received a text that the flight was canceled. Although it does text you new flights available, the process makes you pay for the new flight, so I didn’t process but went to the counter at the gate. There were over 50 people in a line dealing with the same situation. There were two ladies working the counter (there were additional stations open that more employees could have been deployed to move the line faster). I was in this line for 1 1/2 hours. Once it was my turn, no greeting from the employee, no apology and only one option was given for a new flight which was the following day with a layover making my direct flight into a much longer trip. I asked if Southwest was offering any compensation to their customers for hotel accommodations and the answer was “the weather in Milwaukee was going to get really bad and by the time the flight would get there, the airport would be closed, so no, they don’t compensate for weather”. That statement was false. I live in Milwaukee and no rain or storms were in the forecast. I left the counter not feeling valued as a customer. In customer service, how you handle a difficult situation is where you gain loyalty. Not one of those 50 customers walked away feeling valued or that anyone was doing all they could to help. I understand a regional airline like Southwest doesn’t have as many flights as the other airlines to try and help people, but they could have shown empathy, be apologetic, offered some type of compensation even if it was a voucher for their airline. But we were all just a number in a line. I will suggest to my company and to my husband’s company to think about this before booking their next flights.