[Frequentlyflies]

Southwest is the WORST of all major carriers in accommodating passengers when they could do so at no cost to their company. I found out this week that if you want to stand by for an earlier flight with space available, SWA demands significant additional payment. Even with unused, wasted seats and a ticket already paid for a later flight, they refused to even consider letting me travel 2 hours earlier.

In addition, when I called their reservations line, an automated system suggested I let them call me back rather than wait on hold, with a "promise" that my place in line would be held. I decided to test the system. I opted for the return call, hung up and waited on hold to have a "race" between the two methods. By holding for the next agent I was connected in less than 3 minuets. The return call came through about an HOUR an FIFTEEN minutes later!

When I told the return caller-agent of my dissatisfaction, she suggested I call Customer Relations in Dallas. I did, and rather than own up to any kind of deficiency, CR justified everything. It seems SWA cannot accept responsibility for anything in terms of policy, customer satisfaction, or their own computer systems. Every company has the right to set their own fare policies, but this is an area where they can elect (or not) to help out their customers who have already paid for a ticket. Unused seats on an earlier flight are "free" to the airline to let a paying passenger use. SWA chooses for some fare classes, to stick it to the customer.