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Galleria Duty-Free

4.0 (1 review)

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7 years ago

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Southwest Airlines - All the exit rows to myself!!!

Southwest Airlines

3.4(53 reviews)
0.0 mi

I had to travel to Washington, DC for an in-person (yes, they still exist!) meeting and training…read moresession. Well I didn't want to drive and as for Amtrak's Capitol Train, well see my review....As I was staying on the Maryland side of things, Southwest had the best schedule going in and out of BWI. Southwest had gotten a bad rap over the past few years, but they did get me to and from PIT on time. Having boarding group A and TSA Pre-Check was a plus. Oh and I did get my little snacky-snack a nd drink.

My wife and I were on Flt 156 from ABQ to PIT on 03/28/2026. When we arrived at ABQ airport, we…read moresaw that flight was delayed. We went to customer services to see if this delay would impact the connecting flight from LAS to PIT. The SW Rep told us that the delay was from a flight crew matter (timing out and getting a new crew) for the flight from Phoenix to ABQ, which would be the plane to take us to LAS. Due to the amount of delay, he indicated that it was impossible to make the connection. He tried to re-route us for about 15 minutes. Because SW Air doesn't reciprocate with other airlines, there were limited options. The counter rep (who was very helpful) gave us three options: (1) He could get us to either Columbus OH or Cleveland OH and take a flight the next day and get a rental a car and drive from Cleveland or Columbus to PIT, or (2) Go to LAS, stay overnight (at our expense and fly out in the morning), or (3) Stay in Albuquerque another night (at our expense) and fly out on a 5:50 AM flight ABQ to LAS and then onto PIT. We chose option #3, since it seemed most reasonable and least costly. The delay changed our schedules (as we lost the day that we expected to be at home) and we did have to get an UBER for approximately $45 in the morning for our 5:50 AM Flight (#153, ABQ to LAS). Because it was a SW issue the Customer Service Rep told us that this qualified for a LUV voucher because it was a flight crew delay that caused us to miss this flight; he gave us a voucher form to scan and begin the process. He said it could take up to 30 days to process. I submitted a voucher; I received an email that our case was denied because it was less than a 3 hour delay. I called SW Customer Service; after my long explanation they indicated that they couldn't help me, and to resubmit a LUV voucher. I then saw that my miles from the flight never hit my account so I call Rapid Reward help; this Rep added my miles and told me to send a "Complaint" because this was a SW Air issue and it should qualify for a LUV voucher. She indicated that the response I received was an "automated system" response (a person didn't review it) and I needed to file this complaint in order to have a person (rather than an algorithm) review this situation. She was confident that it would qualify for a voucher. I followed her advice and filed a Compliant. It total, I've now spent several hours working my way through this system. The Result: The next day the Complaint Service Rep told me to file for a LUV Voucher, which I had previously done. I looked for the spot to do this on their website, and it was buried somewhere, but I didn't find it. I simply gave up. So despite two SW Air Reps telling me that I qualified for some type of compensation for this problem, and spending several hours trying to follow up, SW Air's change in policy (taking these voucher reviews away from the Customer Rep staff and allocating them to an 'automated system') prevailed. It's not the 'old SW Air' where customers were treated with industry leading customer service.

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Galleria Duty-Free - dutyfreeshops - Updated May 2026

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