Thread by @jojoflower00

@SouthwestAir

I was stranded in Denver for almost 5 days due to the massive cancellations of Southwest Airline. I was one of the lucky few who were able to get a hotel the next day of the cancelled flight. I slept in the airport for 2 nights and a hotel for 2 nights.

I was finally able to get on flight to my state (Texas) after the 5th day and 2nd cancellation. I did have a connecting flight which would have taken me to my city, but it got delayed multiple times and cancelled twice so far.

If I hadn’t taken a rental car, I still would not be home right now. My original flight was set out to be on the 21st of December. Today is December 27th. I got home Christmas evening.

The situation that occurred at Denver was incredibly upsetting. We were told that the cancellations were due to the winter storm, and while this may be true for some flights, Southwest used this as an excuse for every cancelled flight they had.

It was evident that there were no workers and that many of the flights were never going to take off to begin with. Flight cancellations were not being physically announced, text messages regarding flight status were coming in late, and many people lost their luggages.

The airport was packed with confused people, who were unable to get help since there were only a few reps and gate agents. The lines to speak with a rep went all throughout the airport floor and lasted all night.

People were on hold for over 2 hours when calling customer service. Southwest gave no explanation nor did they offer adequate solutions as customers were going to be stranded for days. This was a terrible experience and I can only imagine it may be worse for many others.

As I was sleeping at the airport along with many others, there were babies crying all night. People were having break downs. This situation was unacceptable.

My last flight almost didnt take off bc we didnt have a flight attendant. It was rumored that Southwest at Denver lost over 100 workers due to poor treatment of employees. If you want your customers to be happy, then you also have to treat your employees well.

Just an update: the #Southwest situation has gotten worse and flights all over the US are being affected. They posted a statement/video explaining that this meltdown was due to having an outdated system.