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This Southwest Flight was scheduled to depart and arrive within 15 minutes

January 10th, 2014 · No Comments

My travel from Oakland, CA to Seattle, WA on Monday January 6th was a nightmare.

My flight, Southwest flight 231, was scheduled to depart around 4PM and arrive in Seattle at 6PM.

Around noon on Monday, I checked the flight status on It showed that the flight was delayed by 4+ hours. It wouldn’t leave until 8:40PM.

When I checked again at 3:45PM in the afternoon, the web site showed the flight would depart at 8:30PM, and arrive in Seattle around 8:45PM.

Obviously, this didn’t look right. Initially, I thought someone probably forgot to update the arrival time.

But, just to be cautious, I called the airline’s 1800 number.

The customer service agent told me that the flight would leave at 6:20PM. The website was wrong. If I didn’t call and relied on the web site, I would have missed the flight.

I got to the airport by 5PM. After I cleared security and arrived at the gate, the departure time had changed again to 7:15PM.

I took a screenshot of the website page that showed incorrect time to the agent. She gave me a dismissive look, and said “oh our computer system probably crashed for a few hours”. No apology whatsoever.

I have been flying Southwest Airline for a very long time. Their service is getting worse and worse every year for the past few years. I’m going to start using other airlines more often.

Tags: Company Analysis

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