✅ Trip Verified
| Houston to Norfolk via Baltimore. I flew out of Houston, TX to Norfolk, VA on 5Oct and was to return on 12Oct. My Daughter's 2nd Birthday was on the 7th of Oct. I went to the gate on the 5th for my departure, nothing was said about having to pay for my daughter's return flight because she was "2" now. I go to the airport to depart and was rudely told I need to pay for her ticket, and that the information is on the website - and that she is "Sorry I didn't read it". I would assume being in customer service and knowing the regulations that it would have still been told to me when looking at my daughter's Birth Certificate and seeing she turns two within the time of my stay in VA. I called the airline and they told me that I have no choice but to pay $243.80 for my daughter to fly back. I didn't anticipate the money and didn't have it. I had to miss my flight, and go back to a friends house that I stayed with. I didn't have a rental car anymore because I had to turn it in, so I had to wait for someone to come & get my daughter and I. After I got to my friends house I called and spoke withthe Customer Relations Dept and she said she was sorry about my situation and that I could apply for a donation ticket back. I went to the website and read that SWA gives away 40,000 free tickets a year to "those in need" but the request can take 6-8 weeks. I have a job I had to get back to, didnt have enough diapers, or anything to continue my stay. So, I called them back. Again, "I am sorry, but there is no way around it- you'll have to pay". I told the agent I can pay on the 19th, but will it still be the same amount of money for my daughter to fly back, and how much will it cost to change my reservations. She said they can't guarantee the price will be the same, and that she didn't know how much more out of pocket I would have to come out. I live paycheck to paycheck. I only went to VA because my oldest daughter gave birth to my first Grandchild, and it was important I would be there. I could have left my daughter with my Husband while I was gone if I would have known I had to pay for her return flight back. But since I was stuck there, no one cared and upper management that could have helped me, and also didnt want to get on the phone themselves did not help, nor care I was stranded without a vehicle and no place to go with my 2 year old daughter. I was fortunate enough to reach out to distant family and borrow the money to fly back home with my baby. I have never flown with SWA before, I always chose Delta - and from here on out I will stick with Delta. Not only are the flight attendants rude and their customer service is completely incompetent- they honestly have no heart or no care in the world. The Customer is not their priority.