Southwest Airlines has a "new policy" that they never informed ANYONE about. If a person books a ticket for another passenger and the trip is cancelled, the buyer of the tickets WILL NOT get the other passengers flight miles back REGARDLESS of who paid for the tickets. This exact thing happened to me and it is my duty to inform other people. This must be a ripoff scam to compensate for money lost when their planes fuselage was ripping open in mid air. PLEASE PLEASE PLEASE don't buy from Southwest, they are knowingly ripping off good people.

I had traveled with my family of four for spring vacation from San Jose to San Diego by Southwest flight 3369 Tkt no 5262161951442 Confirmation no X6IVRD on 2ndApril 2011. When I collected my baggage at San Diego, I found that one of my Stroller/Bag was cut down partially on one side. I contacted southwest personal that inspected the baggage, lodged the complaint Report Number 1003396140 and replaced it. I asked me how it happened and as I have just arrived and to check whether every thing is fine in the bag. He informed that it may happened during TSA screening as the bag was locked. On reaching Hotel, I checked the bag & found my leather jacket, beauty kit, Sony Camcorder &Chargers of laptop daughters e-reader missing . I have tried to reach different departments, but to no avail.. My missing property amounted is around $1500.00.
I have heard that Southwest Airline has the most customer-friendly policy when it comes to checked luggage. but We are disappointed and feel as though Southwest Airlines baggage teams should collaborate more effectively and communicate with their customers. Mistakes happen, but Southwest should do a better job of handling customer concerns.
The airline crews are so friendly and outgoing... that image diminishes when you deal with the baggage office. The two are incongruent.

Damage Report Receipt Number 1003396140
Taken date 04/02/2011
PNR X6IVRD; BAGTAG: 2526774726

I have been flying Southwest to Oregon for business. Recently Southwest has offered an "early-bird" check-in for an additional fee. When I was doing my taxes recently I found on my credit card statement that Southwest had charged an additional $20 per flight for the early-bird service. I have no recollection of asking for this, and the charge did not appear on the credit card receipt I printed out the day I booked on-line. I think the issue is the same whether I had actually asked for the extra service or not. The issue has to do with Southwest not providing accurate receipts, so we (the consumer) have no way of proving whether we did, or did not, purchase an item or service. When I emailed and called Southwest to complain, they acknowledged that they don't provide credit card receipts for the early-bird fee. WHAT? In response to my complaint, they emailed me receipts for the two ticket prices INCLUDING the $20 per early bird charge, receipts that don't match the ones I originally printed out, and was emailed a few hours later by Southwest (the receipts emailed clearly state: "cost and payment summary" and makes reference to the last 4 digits of the credit card used). They told me that I should have printed out the page where I (supposedly) requested the early-bird charge, even if it is listed separately and is not listed in the total charge for the trip. They told me that the "confirmation page" (which I supposedly saw) showing the early bird check-in fee, serves as my credit card "receipt". NO! A confirmation page is not a receipt, especially if the cost of it is not figured into the total shown as "billed to my credit card". I DO NOT DO BUSINESS WITH COMPANIES ON-LINE OR OFF LINE THAT DO NOT PROVIDE receipts. I provide my credit card information to a company in good faith that they have fair and accurate bookkeeping procedures. In this, Southwest has failed miserably. My loyalty to them has been sorely diminished. I don't think I should have to worry about double-checking my credit card statement after booking a flight with them, and even then, I can't prove anything was or was not requested. I will be looking at Alaska as an alternate carrier.

Complete scam. I was on a Southwest airlines flight this weekend and tried to access their service and got nowhere. None of the flight attendants had been trained on how to solve issues, and they had no idea how to refund me. I brought it up with an agent on the ground, and all she could say was that I had to contact the company. I will NOT be flying Southwest in the future!

I filed a claim for damaged luggage at the end of April '10, it is now July 7 and I still have not heard a response. Whenever I call, the reps are ignorant and just today when I called, no one could locate my claim. Completely disorganized and unprofessional. I would strongly advise letting them handle your carry on luggage, if you have a seat you should have a space for your carry on. There was no room for mine, so they took it from me and gave me a brown tag and just threw it under the plane. Needless to say, it was damaged. They seem to be very reluctant to provide me with any info on the claim let alone address the problem in a prompt and professional manner. Because of this experience, I will NEVER fly Southwest Airlines again. If you choose to, be very careful and DO NOT let them handle you carry on...IT WILL GET DAMAGED, then good luck trying to recover your losses. Just a fair warning...