Good day to you all. I am new to this forum. I began searching for info on the problem I have recently encountered with Southwest and found this forum. You all are very helpful, and I thank you.

I, also, recently attempted to buy tickets on SW's website but received the "undefined error." In accordance with the instructions in the error message, I went back & tried again, but received the same error message. At that point I had lunch and came back to my computer to find that the system had booked two sets of tickets. So, whoever posted that SW's website wouldn't allow double-bookings, that was not my experience.

I immediately called 1-800-I-FLY-SWA. The queue was long, so I requested a call back. The automated system called me back about half an hour later. As the system transferred me to a live agent, it hung up on me. So I called again, and again requested a call back. Ditto. And ditto again. That afternoon--Wednesday the 15th--after THEIR error double booked me, THEIR system hung up on me THREE times.

That evening I finally got through to a live person. She canceled the errant tickets and refunded the purchase price, but said that to refund the Early Bird checkin fees I had to call Customer Care.

The Customer Care line is ALWAYS busy. (I suspect I now know the reason why.) So I sent an email. The email reply I received seems to have been written to someone else but addressed to me, since it does not address my issue but discusses some other problem.

So I sent ANOTHER email. And kept trying the customer care line, which is just plain ALWAYS busy. In desperation I called the 800 number back, and while they were very nice, they couldn't help me.

So, after being a long-time SWA customer with a SW VISA card for many years, I estimate that I have spent 6-7 hours dealing with THEIR ERROR, and it's still not right.

Southwest, are you listening? The FIRST rule of customer service is: keep your existing customers happy. Southwest, I want my money back for the Early Bird checkin fees, and I want to be compensated for my time.

Maybe, just maybe, you should spend a little less time patting yourselves on the back for 40 years in business, and figuring out how you're going to STAY in business for the next 40 years.

I fly out of Denver. United and Frontier are suddenly looking better and better.

Thank you all for "listening" to me vent. I appreciate it.