Regina (dissatisfied customer) sent a message to Gary Kelly that said:
Hope all is well with you. I recently (1/5/18) had a disappointing experience with your Airlines. In July 2017 My 78 yrs old mom and I booked an International flight from Atlanta to Montego Bay Jamaica and requested wheelchair accessibility. We arrived early for our flight, but missed it (flight 1649) all because as the agent told us, a third company which delivers the wheelchairs could not get one to us. I was supposed to sing at that ceremony as well. The agent assisting us tried to explain the the third party individual who hung up the phone twice on her while I was standing at the counter. Needless to say, my mother who loses her balance a lot had to walk all the way to customs. It finally took a TSA agent to help us by going over to the Delta Airlines area to borrow one of theirs for us to continue on to the train and to our gate. Even then that Delta agent didnât want to help us because we were with Southwest Airline. Only after she stressed to him that he would be held responsible as well if my mom fell, then he allowed us to use one.
I say all of this to say, despite all of the inconvenience I still gave a great review when we got back because I know one negative person does not represent the whole airline. I recently requested and pleaded with Yolanda in customer service to please help me by extending my 5yr old ticket which was booked in April 2017, but cancelled in June 2017 because they decided no kids were allowed at the other wedding we were attending. I now have my nephewâs graduation & would love to use her ticket for May 25th to May 28th. I was told no. Is there anyway you could please make an exception just this once for her. It would be greatly appreciated.