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Started By
Message
Southwest Issue With Names (Technology related)
Posted on 5/22/23 at 9:59 am
Posted on 5/22/23 at 9:59 am
Our family is flying on Southwest on Wed. My wife booked flights over a month ago. I had no part in this part of trip planning.
Last night I asked her to send me the confirmation as I was printing out everything (I still like to take printed copies of confirmations with me when I travel).
It was then that I noticed that, somehow, she listed my middle name as my last name. Everyone else on the reservation was fine.
I called SWA. They said all they could do was rebook me with the correct name (and about a $300 fare increase). She then said I could try going to the airport and seeing what they can do. She said the airport reps use a different system than the ohone reps.
So this morning, I went to MSY and got there about 645. After about a 20 min wait in line, I explained to the agent what happened. She said, oh, I can fix that, and took about 10 min... but got it fixed, no charge.
So cost me 2 hours of my time and no money, so that's good. But the airport and phone agents use different systems? I mean I know SWA technology is a mess... I guess this is just another part of it?
I did have to show the airport ticket agent my DL... maybe that's why it worked at the airport?
Last night I asked her to send me the confirmation as I was printing out everything (I still like to take printed copies of confirmations with me when I travel).
It was then that I noticed that, somehow, she listed my middle name as my last name. Everyone else on the reservation was fine.
I called SWA. They said all they could do was rebook me with the correct name (and about a $300 fare increase). She then said I could try going to the airport and seeing what they can do. She said the airport reps use a different system than the ohone reps.
So this morning, I went to MSY and got there about 645. After about a 20 min wait in line, I explained to the agent what happened. She said, oh, I can fix that, and took about 10 min... but got it fixed, no charge.
So cost me 2 hours of my time and no money, so that's good. But the airport and phone agents use different systems? I mean I know SWA technology is a mess... I guess this is just another part of it?
I did have to show the airport ticket agent my DL... maybe that's why it worked at the airport?
3
Posted on 5/22/23 at 10:38 am to LSUFanHouston
Southwest customer service and treatment of their best customers has gone to dogshit the past 2-3yrs.
Couple that with December’s debacle and they are getting there with the Spirits of the world.
Couple that with December’s debacle and they are getting there with the Spirits of the world.
Posted on 5/22/23 at 11:23 am to LSUFanHouston
I'm really not sure why anyone flies Southwest anymore. Until they get their antiquated IT fixed and show that they can run a reliable airline, you're getting Allegiant service at American prices with free snacks and bags
Posted on 5/22/23 at 12:07 pm to LSUFanHouston
quote:
She said the airport reps use a different system than the ohone reps.
All the PNRs (all the information about your ticket) comes from a single authoritative source. Changing the name on a ticket in any way is a security and fraud risk. The gate agents, while they may be looking at a different screen, are able to authenticate your driver's license, see that everyone else on the reservation is standing with you, etc. Therefore, the agent has more "rights" to mess with PNR data than a phone agent.
Posted on 5/22/23 at 12:44 pm to Lsut81
But…..but…..I was on a SW flight where one of the flight attendants played a ukulele while the announcements were done.
Posted on 5/22/23 at 2:14 pm to midlothianlsu
There are very few things worse when traveling than the Southwest flight attendant who thinks they are on Last Comic Standing while you're boarding a late night flight.
Just give me 2 Wild Turkeys and let me sleep
Just give me 2 Wild Turkeys and let me sleep
Posted on 5/22/23 at 8:19 pm to H2O Tiger
I wouldn't worry about the names on a ticket. We booked flights thru a cruise line and our tickets had all of our names as:
Firstmiddle Mr Last
This was with American Airlines. We had no issues at the airports.
Firstmiddle Mr Last
This was with American Airlines. We had no issues at the airports.
Posted on 5/23/23 at 5:43 am to midlothianlsu
quote:
was on a SW flight where one of the flight attendants played a ukulele while the announcements were done.
Luckily, I've never had the pleasure of experiencing that. I have experienced countless amounts of jetbridge miracles though
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