I know it's release day but I thought I would share my recent good experience with SWA.
We went to Jamaica from 8/24-9/1. We connected in BWI on our way to Jamaica and somewhere between our airport, BWI or at the Jamaican airport our 1 checked luggage (30inch) got damaged. We're not sure what happened but it had to have been slammed hard on it's top part where the extendable handle comes out and squished so there's a big crease in the middle and the enxtendable handle will not come out no matter how much force you apply it's just stuck in the down position. It was with enough force where my liquid foundation leaked out/sorta exploded (which has never happened before) though it was in a bag so it didn't mess with our other belongings.
Anyways it was sorta chaotic inside the Jamaican airport by the time you got through Customs and getting your luggage that we completely missed the SWA counter-I have no clue where it was anyways as I didn't immediately see it-so we ended up calling SWA and they sent us a claim form for the luggage; we filled it out and sent pictures along with it as well as looked up the approximate value of the luggage destroyed (which was $80).
The timeframe given for a response was up to 30 days and it was just under 30 days when we received notification that they were giving us a transferable expires within 1 year $50 credit as well as sent us a website that a few other airlines use to pick out new luggage. There was only 2 real comparable options with the softsided luggage like the one that got messed up but we picked the one that had better reviews on
Amazon (as we could find the luggage there). The value of the piece we select was like $78/$79 on Amazon so close enough to what our destroyed one was worth. That was on Thursday. We just received the luggage yesterday and opened it up and it looks good. Just hoping it lasts lol
So yeah that's our good story with SWA
Ironic I suppose but the luggage that got destroyed was actually replacement luggage that Delta gave us 2 years ago when we went to Hawaii as the one we brought with us got caught on a conveyor belt and ripped the front pocket beyond usage and scrapped up the back and the sides really bad. Delta was awesome in the Hawaii airport and when we went up to the counter, told them the issue, they wheeled out a replacement luggage and said "what about this one, will this work?". Having never had issues prior to 2016 with luggage getting messed up I'm hoping our streak with them getting messed up is done lol.
*Sorry long post
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