Originally Posted by
SouthwestCat
If a Customer receives a Security Document rather than a boarding pass, the Customer is directed to check in with the Customer Service Agent at the gate. If the flight oversells, and the Agent is ultimately unable to obtain enough volunteers to provide a boarding pass to the Customer who checked in at the gate, the Customer is provided involuntary denied boarding compensation.
I did make it to gate counter prior to T10 and asked for boarding pass, they told me I need to wait since they are looking for volunteers to give up their seats. After some time, they said they did not find volunteers and that they cannot get us into Fort Lauderdale until 2 days later. No mention of 10 min rule at all during all this conversation. When I called customer relations later for my IDB compensation, I am told I was 10 min ruled. If this was made clear to me at the gate, I could have contested it, recorded time of when I was there etc. Are there any rules in Southwest that the agents at outside counter and gate counter are supposed to follow, like advising the customer they do not have confirmed seating, advising them they were "10 min ruled" at the gate counter etc.?