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  • Southwest Air Experiences Multiple Customer Service Failures on a Trip from Michigan to Arkansas Helpful tips: 1. Wrap clothing and other contents in plastic bags before placing in your luggage, to protect from rain, and other environmental and handling damage if they will be in the control of SWA. 2. Try to bring as much as possible as a carry-on, so you minimize the risk of delayed or lost luggage. 3. Don't use your good luggage on SW, to avoid costly, or upsetting damage. 4. Do not rely on SWA providing flight status updates, or call backs. These are highly unreliable. Recent Experience: 1. SWA Customer flight status communications failed. Call backs never occurred. 2. Southwest's counter employee Arron in Detroit was very rude to my wife and rude to his own SW Peers. Other SWA personal tried to calm him down. He said things like "I'm not going to deal with that woman". Other SWA personal were nice and tried to manage Arron unsuccessfully. (We have the names of the helpful SW employees.Thank you to those brave SW souls.) 3. SW provided incorrect information several times. 4. Bags final materialized, but had been left in the rain by SWA. All contents were soaked. Paper items were in pieces do to excessive water exposure. All clothing was soaked. (You'd think they could have found a hanger somewhere.) 5. SWA baggage service required my wife to travel 6 hours round trip to retrieve her bags once SWA was able to locate the bags.
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