Super frustrated with Southwest

[ktate82]

We booked flights to and from Orlando in February for our party of 6. We added EBCI at that time. In March, prices dropped for flights so we changed flights (didn't cancel and rebook) and have had no changes since. Early this month, I got an email asking if I wanted to add EBCI to those flights. I thought that was odd, went in to look at the reservation, and no EBCI. Checked my original emails and they show that we did buy it. So I call in and talk to a rep. She said she can see where we bought it on our credit card, but it doesn't show on the reservation. She "added it back", but didn't know where that would put us in the EBCI line (as if it would show we had it back when we changed in March or show we just added it).

Fast forward to today, and I got another email asking me to buy EBCI! Look again online and it's not there. So I'm on the phone now with the rep who says she can add it, but it will look like we just bought it. We leave in 2 weeks! So I feel like we just spent $180 for nothing. She offered to refund it or "we could just accept it as it is". I don't feel that is a fair solution as we did what we were supposed to do and bought it so we could have an advanced boarding number. I don't think it's as big of a deal going down (we are flying out of Indy), but when we come home, I worry if we will get two rows together. Plus I'm thinking what was the point?

 

[ibob52]

I have had luck by calling Customer Relations when needing special help.

Customer Relations number: 1-855-234-4654 Mon-Fri, 7am-8pm CT.

The 1-800-435-9792 is Customer Service and they can help sometimes.

 

[LisaS]

I agree with ibob52. Call Customer Relations. It's very concerning that it has happened to you twice now. Something is broken and they need to fix the problem.

 

[ktate82]

They had to go through IT and had it manually added (I checked last night and again today). They said that it shows we bought it back in February, and it "should" check us in based on that. We were told if it doesn't seem right, to call customer relations then to "see what they can do". The second lady and her supervisor said there was nothing they or customer relations could do till we check in and see where we fall in the boarding order as they can't change the check in order since it's automatic.