✅ Trip Verified
| This is a review of Southwest customer service. I had to have a representative book my husband's return flight after a three week battle over Rapid Rewards points I'd purchased. That battle was more than enough; multiple calls, points never showing up, had to purchase the points again. I wasn't able to book the flight myself because of the points situation, so I called in. I told the representative I needed to book my husband on my flight. The itineraries were related and my flight was in the system. She said she put him on my flight. She did not. When I opened the email about an hour later, I realized it was the wrong flight. I tried to call; they close at 3 pm AZ time. I called the next morning thinking it was very annoying to have to call again but that they would change it. To my surprise, I was told they were not going to change it and I could pay the difference to switch him to my flight. A $478 difference on a $91 flight. They are insistent that they will do nothing even though it is abundantly clear that the representative blatantly booked the wrong flight. They do admit she booked the wrong flight and never told me which flight she booked, but it was my fault for "not checking." Stupid on my part, but I didn't realize I needed to check the work of a representative in the highest customer service department of the airline. It is shameful and disgusting and I'm going to have to cancel my trip. It has been horrible service on top of horrible service that has gone on for almost a month. Not sure I'll ever fly Southwest again, which is a shame because it used to be my favorite airline.