Southwest Airlines Reviews

This review is on behalf of one of your staff members; her name is Latascha ID # **. On June 18, I took an international flight to Belize. I just wanted your company to how excellent of a job she did when I was having a hard time at the machine trying to scan my passport. Your awesome young lady. See you soon.

We had a wonderful time on our flight from Pensacola to Denver. The flight attendants, Patrick and Justin, were both so friendly, personable, helpful, and went above and beyond to make our two kids feel comfortable and happy on the flight. They gave them extra snacks and drinks as well as a coloring book for our older one to help keep her occupied. They let my husband stand and rock our baby in their back area when she was crying and made us feel comfortable despite having two tired kids and a cranky baby.

Just wanted to write a quick review about a stressful experience we had this morning at the Denver International Airport with Southwest Airlines after a cancellation. (flight was canceled, not canceled, canceled again via text messages). We were assisted by an exceptional agent named Cassie S. at the "Help" desk. She was calm, caring and very professional in assisting in not only getting our luggage returned back to us, but rebooked us on another flight after reviewing numerous options to our final destination. She searched for nearby flights within a 1-3 hour drive as well. She de-escalated our frustration quickly and we wanted to thank her for her help. Thumbs up to Cassie S.

The customer service person working gate C38 at tampa was very rude and disrespectful. I'm an retired Disabled Vet with PTSD. I made a mistake and should in the AM. My flight didn't leave to PM. When I showed up at C39/C38 I asked the attendant am I at the right gate. Instead of saying Sir your flight don't leave until tonight she told my fight switch gates and it was boarding at C36. I'm running to the gate so I wouldn't be late. The attendant at C36 was nice and informed me that my flight wasn't until that night. This happened 05/10/2026. I took a photo of her.

Southwest does not get any stars from me. So far, since they have changed their boarding arrangements, they have completely derailed. It takes a lot of time to board and to unbelievably on board. And if you wanna ask the agent at the counter with the issue is they all have a horrible attitude. No matter how friendly I am to them they are curt, and act as if I have just stepped over their grave. I have been using Southwest as many years now. I am so disappointed in them. They just landed at 2 o’clock today in Vegas, and it is 2:38 PM. And I am just seeing the final individual being wheeled out of the airplane. They are totally inept.

Flight 4075 to bwi. Stopped my 14 year old daughter at the gate because they said her bag was too large. It wasn’t, we’ve flown with it on 7 other occasions and it has always easily fit in the overhead bin. They abruptly and rudely pulled her out of line to check her bag, she was very embarrassed and upset. We counted no less than 15 bags similar or larger than hers carried by grown adults. None of them were stopped. For 25 years we’ve only ever flown Southwest, but we will be reevaluating that relationship going forward.

Because of their screw up we missed our connection. Had to stay overnight but they "couldn't find our luggage". We literally just got off the plane AND are the only ones going to Corpus Christi. My chemotherapy is in my luggage. Oh, and the customer service lady had the audacity to say it was my fault. Then.... they only give us a discounted hotel rate! Stay away from Southwest. They SUCK!

As I bought my tickets I picked a flight that had minimal layovers and paid extra for it due to the original flight was a 20 plus hour delay. Not cool with that so I paid more to receive a shorter flight. Well on the day of my flight home SW sent me a text a couple hours before my flight saying it was cancelled. I called and was told it was due to weather. I understand there isn’t any compensation for that but I paid extra and I’m getting taken advantage of by south west. Not to mention the weather isn’t even bad. I wonder if SW lied about the delay being weather so there is no compensation to customers. If it were mechanical or captain hours federally SW would be liable but “weather permitting” they won’t compensate. No help was given via food voucher for having to sleep at the airport. I asked about anything available and the lady simply said you don’t have to sleep here you can leave to a hotel, SW can’t help you good bye. Poor customer service.

LateWest. Every time. What a joke of an airline period.

My flight was at 5:00 am to Dallas with a connecting flight to Florida. Due to weather issue we were re-routed to San Antonio. This I understand. Once we landed in San Antonio around 7:30 am We were told the next flight out was at 5:50 pm going to Nashville with a layover to Florida. Arriving in Florida at 12:50 am. But while I was being told all of this there was a flight leaving San Antonio going to Dallas in a half hour. Why wasn't our flight sent back to Dallas if the weather had cleared up and planes could land. I filled out a complaint requesting a refund. Have not heard anything from Southwest. That was 2 weeks ago.

Southwest Rapid Rewards program is designed to steal your money. They literally charged me $530 when I transferred $530 in points to my son in law. I'll never fly Southwest again. I hope they needed my $530 dollars because it's the last penny they'll ever get from me.

They are giving so hard time to give my credit voucher. They took almost a year and now they are saying they may or may not give me. So many procedures and so many changes they made me to do. Still not sending me the voucher.

I used to love Southwest. But ever since they changed their boarding, seating, rewards, and luggage policies they are just as terrible as American. They forced everyone in Boarding Groups 7 & 8 to gate-check their bags. Only for there to be room for at least seven bags in the overhead space and my seat was only halfway down the plane. And I'm not even counting the space that was empty in the "reserved for extra leg room" bins.

My wife and I recently flew Southwest Airlines from PDX (Portland, OR) to ONT (Ontario, CA) and had an incredibly frustrating experience both ways. Outbound Flight: Our first flight was cancelled outright, and our replacement flight was rescheduled 5.5 hours later — only to be delayed again by nearly 2 hours at our layover in Sacramento. We arrived at PDX at 6:00 AM and didn't reach our final destination until 7:30 PM. For a flight that should take roughly 2 hours in the air, an 11.5-hour travel day is simply unacceptable.

Absolutely horrible. I was a long time customer and now why bother. Nothing sets them apart from any other airline. In fact they are probably the worst now with constant delays and total lack of communication. No perks whatsoever unless you pay out the ass! Bye bye SW…

Had to check my one carryon due to boarding staff stating flight was booked and no room. Get on board and every seat aisle had empty bin space and I was one of the last to board. Been flying Southwest for 20 years and never had the issues. Enforce your rules and have people store their purses and backpack under their seats. What is the point of selecting a seat and overhead been space to then be told it’s not available. If I could give less than a one I would have. Figure it out southwest!!!

Flight was delayed more than once with little to no communication at the gate, an annoyance but it happens, I get it. Better communication would have been nice. We sat there with an app status of boarding for over half an hour with no update. Boarded the plane and was met by a flight attendant named Eboni who had a scowl on her face. I asked her for a belt extender, she asked me how I was doing today while still scowling, I didn't think she heard me the first time because it was a bit loud entering the plane and she did not acknowledge my request. She snaps back at me and says, "I heard you the first time, I was asking how your day was," in an extremely snarky manner. She digs me out an extender and I head to my seat perturbed by the unnecessary situation.

I would give no stars if I could. Departing flight no issue. Return nightmare. You can’t get in touch with anyone for support. Changed a connecting flight, they said it would be 150, charged 252 to my credit card. Then they put standby on boarding pass. Walked all over airport to find some help but non existed. Then looked at the flight info and there were seats available. I paid the fees to upgrade seats. Was 107. Finally, someone came to the gate. I showed her boarding passes and told her I had upgraded seats since the passes showed standby. She said those seats were taken and I didn’t have seats. So, they defrauded me out of 359.00. Plus I checked 2 carryons, which they charged me for, then announced it was free, another 80. I’m almost 80 with a healing shattered ankle. My chest started hurting, my ankle swelling, thought I was going to have a heart attack. Still can’t find anyone at SW to try to rectify this occurrence

I had two legs of my trip that was delayed. Terrible customer service. No reason for the schedule change except for poor planning on their part. I get that delays are to be expected but not when it happens to multiple legs in the flight. Do better SWA!

Southwest’s policy for disabled travelers is very frustrating. I chose an economy price for travel. I have ambulating problems and needed wheelchair accommodations which were provided. I was assigned a middle seat which was not helpful to me because of my leg and knee problems. The night before the flight I called and requested an aisle seat. I was informed the change could not be made until I was at the airport the next day and that there were 64 seats available. The staff at the airport and those on the phone who I spoke with were unhelpful. They seemed not interested in my accommodations. I was told by staff on the phone disabled economy fare does not provide other accommodations for your disability.

The problem is compounded by the number of oversized carry-on bags that appear to make it on board. When a single bag occupies the space intended for multiple passengers, everyone else pays the price. Passengers who comply with the rules should not be the ones inconvenienced because overhead space is being used inefficiently. The most concerning aspect is that these were not isolated incidents. These same issues occurred across all three of my recent trips. As a result, I no longer view these as occasional operational challenges but as recurring service problems.

They used to be excellent and for a $20 fee you got on board quicker. Now you pay to upgrade for $50 so that you can pick your seat and then they charge you again to pick the seat up to $67. Then they charge you for any luggage which for one checked bag, which used to be free, was $45. Screw them. They are now TRASH and I hope they go out of business. Typical greedy crap airline. I rate them at a Zero! I'm switching to American Airlines!!!

Horrible experience!!! Do not trust them with minors or elderly flying alone together. They attempted to extort my 11 year old son and 59 year old mother in law for an extra $270 less than 1 hour before the flight claiming that my sons ticket had a military discount on it because it was purchased with our account; despite us changing this a month ago on the phone for 2 hours and they acted like that was ok. My 11 year old son and 59 year old mother in law had to literally run to the gate with their bags because the rude ticketing agent did not want to call a supervisor until the last minute at which time we paid an extra $30 for something we already paid for because southwest is too lazy or does not care to check their recorded calls.

I wish I had read the reviews before paying for my ticket. Flight time was changed many times. At last report it’s now a 2 hr and 2 minute delay.🤬

Southwest is supposed to be a low cost carrier. What happened??? I have to pay for the privilege of selecting, AND PAYING, for a seat? And pay for a bag, and pay for boarding. Last SWA flight I was on, I didn’t pay for heat and froze for 2.5 hours. Whoever made all of these changes so fast to make your airline unrecognizable, enjoy your stock options as parachute as you watch another Dallas airline drank.