Originally Posted by Oleander0

I booked a couple of trips through SWABIZ lately as our company has a relationship and requests us to do so. However I am unlikely to do this ever again due to the incredible stress of changing reservations. Not only am I blocked from changing online, but the phone waits have been 15 to 25 minutes. I have had to change three flights on two weeks of travel. Several times my cell phone has dropped the call, other times I had the call back. Southwest, we are not all sitting around waiting for call backs. Today while on hold I was really trying to get down to the steam room of this nice resort hotel for some much needed de-stressing. Instead I am sitting on hold, using two phones, just to see which one will get results faster. The agents have been saying "we are incredibly busy" for two whole weeks. So what I say is that you are understaffed and beating the crap out of your customers. Why can't SWABIZ have online flight changes? This is nuts. Corporate compliance folks will lose if what they are trying to get compliance with is a huge extra STRESS. And, on my latest flight change, the agent did not send me the confirmation e-mail, so I had to call back AGAIN, missing half of a reception. Come on! Please, we are not your servants, don't force us to sit in our chairs for an hour to do something that should take three minutes! You are doing things to my life just for your own cost-saving--it costs ME to do business with you, not just the dollars which are fine but in the extra effort. Please put flight changes into SWABIZ and put more staff on the phone.