Southwest Airlines review by Shannon 2016-10-03

When traveling this past week with my 2 year old, I needed to bring my stroller in order to have transportation for her at our layover and our destination. Not only did Southwest "misplace" my stroller for several days but upon delivery where I was staying in Rochester, NY it arrived damaged and missing parts. The sun shade was torn, there was a slice through the foam that pads the arm handle, something occurred that makes it difficult to now fold up and two cup holders were completely missing. When I reported it to the man that delivered it, he said he could do nothing. Therefore I went to baggage claim on September 28th at Rochester Airport to report the incident and they said they would do NOTHING for the damages and I should have signed a form indicating damages were not covered. I never signed a form for this, nor knew this was the case. I am a longtime southwest customer, as is my entire family, and I am completely disappointed with the lack of customer service and inconvenience that it put on my trip as a mother traveling alone with a child. My only stroller, which also was expensive, is now destroyed due to the lack of care and misplacement that was done by Southwest.