Southwest Called , Schedule Change
Aug 7, 2014, 5:59 pm
#1
Original Poster
Join Date: Feb 2009
Posts: 6,598
Southwest Called , Schedule Change
Southwest called me today about a schedule change for 12/3 TPA/MSP.
I wish Delta, AA and united would call instead of just making the change and never alerting me until I log in to check my flights.
SDelta usually makes several changes to any flight I book so now I make a point of checking them every couple weeks
I wish Delta, AA and united would call instead of just making the change and never alerting me until I log in to check my flights.
SDelta usually makes several changes to any flight I book so now I make a point of checking them every couple weeks
Aug 7, 2014, 6:07 pm
#2
Join Date: Mar 2011
Posts: 6,286
How long is the difference? I noticed my October MDW-TPA flights are showing 5 minute later departures than what I booked, but I've received no notification yet.
Be aware that, if your changes are like what happened to me previously, once your flights are changed by the human that called you, you can no longer make changes to the itinerary online, such as to refare if the price drops. You'll have to call.
Be aware that, if your changes are like what happened to me previously, once your flights are changed by the human that called you, you can no longer make changes to the itinerary online, such as to refare if the price drops. You'll have to call.
Aug 7, 2014, 6:12 pm
#3
Join Date: Oct 2005
Location: ORD, MDW or MKE
Programs: American and Southwest. Hilton and Marriott hotels primarily.
Posts: 6,459
flyventure, a former Southwest employee, has indicated that it is Southwest policy to call everyone whose flight has changed by more than 15 minutes.
Until recently, it was dogma that Southwest only opened a schedule for a short distance into the future so that they never had to change the schedule. Now with 9 straight months of the worst on-time in the business, that dogma is out the window as they desperately attempt to get a handle on their horrendous problem.
Until recently, it was dogma that Southwest only opened a schedule for a short distance into the future so that they never had to change the schedule. Now with 9 straight months of the worst on-time in the business, that dogma is out the window as they desperately attempt to get a handle on their horrendous problem.
Aug 7, 2014, 6:49 pm
#4
Original Poster
Join Date: Feb 2009
Posts: 6,598
I used the option she gave me to change to a flight that departs at 12:40 pm
Until recently, it was dogma that Southwest only opened a schedule for a short distance into the future so that they never had to change the schedule. Now with 9 straight months of the worst on-time in the business, that dogma is out the window as they desperately attempt to get a handle on their horrendous problem.
Last edited by flyer4512; Aug 7, 2014 at 8:42 pm
Aug 7, 2014, 8:21 pm
#5
Join Date: Jan 2007
Posts: 62
flyventure, a former Southwest employee, has indicated that it is Southwest policy to call everyone whose flight has changed by more than 15 minutes.
Until recently, it was dogma that Southwest only opened a schedule for a short distance into the future so that they never had to change the schedule. Now with 9 straight months of the worst on-time in the business, that dogma is out the window as they desperately attempt to get a handle on their horrendous problem.
Until recently, it was dogma that Southwest only opened a schedule for a short distance into the future so that they never had to change the schedule. Now with 9 straight months of the worst on-time in the business, that dogma is out the window as they desperately attempt to get a handle on their horrendous problem.
Aug 8, 2014, 10:29 am
#7
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,698
This manual calling process I simply do not get.
WN captures email, phone numbers and preferred method of contact - it is mandatory.
So they call everyone personally if the flight moves greater than 15 minutes way into the future but come day of the flight, its extremely hit or miss whether they contact you if the flight is delayed, canceled or otherwise. When its time critical and you could actual make proactive plans like delaying your trip to the airport, not turning in a rental car or checking out.
I think this screams volumes that WN themselves have no confidence in their alert systems and even more annoying, no plans to fix it. Why not fix and automate both?
WN captures email, phone numbers and preferred method of contact - it is mandatory.
So they call everyone personally if the flight moves greater than 15 minutes way into the future but come day of the flight, its extremely hit or miss whether they contact you if the flight is delayed, canceled or otherwise. When its time critical and you could actual make proactive plans like delaying your trip to the airport, not turning in a rental car or checking out.
I think this screams volumes that WN themselves have no confidence in their alert systems and even more annoying, no plans to fix it. Why not fix and automate both?
Aug 8, 2014, 11:30 am
#8
Join Date: Aug 2006
Location: PHX (live by CHD and work next to DVT)
Programs: WN CP/AL, UA 1P, PC Plat, AA, DL, US, AK, HH, MR, OH, LQ, RD (thanks GSA City-Pair Prog/DTS)
Posts: 1,292
This manual calling process I simply do not get.
WN captures email, phone numbers and preferred method of contact - it is mandatory.
So they call everyone personally if the flight moves greater than 15 minutes way into the future but come day of the flight, its extremely hit or miss whether they contact you if the flight is delayed, canceled or otherwise. When its time critical and you could actual make proactive plans like delaying your trip to the airport, not turning in a rental car or checking out.
I think this screams volumes that WN themselves have no confidence in their alert systems and even more annoying, no plans to fix it. Why not fix and automate both?
WN captures email, phone numbers and preferred method of contact - it is mandatory.
So they call everyone personally if the flight moves greater than 15 minutes way into the future but come day of the flight, its extremely hit or miss whether they contact you if the flight is delayed, canceled or otherwise. When its time critical and you could actual make proactive plans like delaying your trip to the airport, not turning in a rental car or checking out.
I think this screams volumes that WN themselves have no confidence in their alert systems and even more annoying, no plans to fix it. Why not fix and automate both?
Aug 8, 2014, 1:07 pm
#9
FlyerTalk Evangelist
Join Date: Jul 2003
Posts: 23,021
Southwest called me today about a schedule change for 12/3 TPA/MSP.
I wish Delta, AA and united would call instead of just making the change and never alerting me until I log in to check my flights.
SDelta usually makes several changes to any flight I book so now I make a point of checking them every couple weeks
I wish Delta, AA and united would call instead of just making the change and never alerting me until I log in to check my flights.
SDelta usually makes several changes to any flight I book so now I make a point of checking them every couple weeks
Aug 8, 2014, 2:53 pm
#10
Join Date: Mar 2012
Posts: 413
I believe that the manual contact is a means of being proactive in customer service, since most people will end up calling into customer service after receiving a robocall or text notification to figure out what really happened and what is the impact. This way, if the notification comes from a human, they can ask questions and work issues on that one call.
Scenario 1: You get a call, make the initial change over the phone with that person to a flight of YOUR choosing and you still get one more change free.
Scenario 2: You get a call but don't answer, voicemail left and email notification received of changes to the reservation. You take whatever change they give you but still get one free change.
Aug 8, 2014, 4:39 pm
#11
Original Poster
Join Date: Feb 2009
Posts: 6,598
I have also had plane type changes where Delta broke up passengers in the same itinerary and we were unable to sit together but they still had premium ( not 1st class, forget what Delta calls them) seating open.
If I was notified of the change as soon as it occurred it's possible I could have found seats together.
Now I log into Delta once a week to check things myself
Aug 16, 2014, 9:52 pm
#12
Join Date: Apr 2013
Posts: 50
I'll agree the process is wonky... I had my aunt and uncle booked on a RT using my points, reserved at the same time, got a call about my Aunt 6 full days before they finally got around to changing the flight for my Uncle and calling me. During those 6 days, my Uncles confirmation number wouldn't pull anything up on the website.
Aug 17, 2014, 9:28 am
#13
Join Date: Mar 2012
Posts: 413
I'll agree the process is wonky... I had my aunt and uncle booked on a RT using my points, reserved at the same time, got a call about my Aunt 6 full days before they finally got around to changing the flight for my Uncle and calling me. During those 6 days, my Uncles confirmation number wouldn't pull anything up on the website.
Sep 15, 2016, 1:04 am
#14
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,015
I just got called on a flight change too. It's an hour and 35 minute change - but I'm still OK with the new flight departure time (it's still the most convenient of all the airlines). The voicemail said to call them back to let them know I am OK with the change. Am I required to call them back? If I do nothing they will keep my flight as is, correct?
Sep 15, 2016, 2:43 am
#15
Join Date: Jul 2013
Posts: 5,813
I just got called on a flight change too. It's an hour and 35 minute change - but I'm still OK with the new flight departure time (it's still the most convenient of all the airlines). The voice mail said to call them back to let them know I am OK with the change. Am I required to call them back? If I do nothing they will keep my flight as is, correct?