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  • Oh Southwest. You and I used to have a great relationship. You used to be so light and cheerful! You've changed, and now I think it's time that we go our separate ways. You screwed up, big time. My daughter was supposed to fly unaccompanied this morning at 7:10 am, but apparently Southwest had a huge computer issue and delayed UM (unaccompanied minor) seats for safety reasons. Ok, sounds reasonable...except for the fact that they never notified us. My husband got there and was told at the desk that she was bumped to the 12:00 flight. So he called me because he had to work, we did some schedule finagling, I drove to the airport with my 5 year old, and we got back into line. Then, we waited for TWO AND A HALF HOURS. Just for a gate pass for me and my son. We were then told that they still hadn't released UMs to fly so we might not get to board. Umm...what??? 11:30 am rolls around (6 hours at the airport) and its boarding time...but not for her! They decided that they were just going to cancel all UM flights for today. Hey, thanks for the advance notice! I got one apology, and that was coupled with "It came from corporate" , like that's supposed to be an explanation of some kind. So I called my mom (because that's where my kid was going) and she called corporate to rebook the flight. She said she was placed on hold for 10 minutes and the agent came back laughing. She said she was brushed off completely, even after waiting 58 minutes on hold. I called them and waited on hold as well to find out if there was any other flight tomorrow besides the 530 am flight my mom chose. The dude that answered had no idea there was UM restrictions and put me on hold 3 times. I asked how I am supposed to know if the UM restrictions got lifted tomorrow if the agents don't even know there are any and I got just about no where. I could have driven the distance to my moms in the time is took me to deal with Southwest today. I still have hope that Southwest will buck up and fix this MASSIVE mistake. We've had a long, good relationships (with minor ups and downs like most), but I don't know if we will make it through this one. You can really tell how good a company is at its core when something big happens. It's very telling.
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