Southwest Airlines Reviews

I want to give a heartfelt thank you to Mrs. Linda (Agent #**) at Southwest Airlines for her outstanding customer service. During a very stressful travel experience, she treated me with kindness, patience, and genuine compassion. She took the time to listen, answer my questions, and make sure I felt supported every step of the way. Employees like Mrs. Linda truly make a difference. While my travel experience didn't go as planned, her professionalism and caring attitude turned a frustrating situation into one where I felt valued as a customer. Thank you, Mrs. Linda, for going above and beyond. Southwest is fortunate to have someone like you on their team!

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.

My daughter and I are flying together. I have a RT and she a One Way. I booked the tickets through my Southwest account but they were separated; I'm not sure why. I believe because she is now 18 and so we were not under the same confirmation number. I used my Southwest Credit Card to pay for both flights, but because she is no longer a minor, however, she is still a dependent, I am being punished by not being allowed free checked bags for the both of us. This policy is designed to get you more money, but at the cost of customer satisfaction, so is it really making you more money in the long run?

Beware of flying with SouthWest. You will probably experience delayed flights and will be told different reasons as to why your flight was delayed, like I did. My flight was delayed 3 times and multiple SouthWest staff gave me different reasons as to why it was delayed. At the very last minute, I was told that I had to check my carry-on bag in, they said it was due to lack of overhead space. However, that is the reason why I travel with a carry-on so I don't have to deal with baggage claim. Lately, when I was booking my ticket, I'm putting in my credit card information, the price of the ticket increased by $150... seriously! SouthWest has turned into the new Spirit which is so sad.

Unacceptable and completely useless customer service. Southwest delayed my flight by an entire day, causing me to completely miss prepaid event shows, a dinner reservation, and a night of my hotel stay. When I called customer service twice looking for actual help or solutions, the agents were entirely unhelpful. All they could do was repeat a script and tell me to fill out a form online. They take zero accountability for the massive financial loss and logistical nightmare they cause their passengers. Avoid this airline if you actually want to make it to your destination on time.

I've held a Southwest credit card for years. This year, they are charging me a 99.00 renewal. I am canceling due to this.

Ridiculous baggage issues. I paid extra for extra legroom seats and they are overhead bins reserved for those seats. Despite that I was given boarding group 7 and I was forced in to keep checking my bag which meant that I had to go to baggage claim on my arrival which meant I missed my connection on my train. Been spending hours trying to get in touch with customer service. This airline has deteriorated significantly since they switched their boarding practices. I join the chorus of Complaints about the boarding and baggage practices. No more Southwest flights for me.

Absolutely unacceptable. Southwest stranded my family and I and then lied about why. Southwest is NOT a family-friendly airline based on my experience today. I was traveling with four children, including my 2-year-old, when Southwest cancelled our flight and moved us to tomorrow. When I questioned the agent, she repeatedly told me that the entire flight was cancelled because of storms. She also spent the entire conversation insisting that nobody was traveling today, that every other rebooking option was full, and that if I didn't like the reschedule, my only option was to take a refund.

Original departure from Baltimore to Tampa was 1035, delayed twice, now departing 1358... Sent out email an hour before boarding... Sent out cheesy 15 dollar food vouchers half hour after delay notification...

This review concerns web support and customer service. We lost our login info for the Rapid Rewards site and called customer service. Twice they sent a password reset link, and twice it failed...gave me a message "Unable to Process Request." I called a 3rd time (with huge waiting times) and they said to file a complaint with IT, so I went online and filed a complaint. Four days later I've given up on ever hearing from the IT people. Basically they have non-existent customer support.

I have been flying SW since 1982. It goes back and fourth but the bigger they get, the less they care. We are only numbers and as much as they act like they care, they don't. I would be happy if just once they would respond. I gave up business class because it's a waste of time. You get 2 free drinks. That is fine if you don't drink. Always delayed and lying about the delay.

I usually fly with Delta, unfortunately couldn’t this time. Got a flight with Southwest. First flight delayed. I had to wait 2 days to fly as they didn’t have much working on my schedule. I had to spend money in transportation and filed a claim to get reimbursed and still waiting. Says can take up to 30 days. The flight attendant was rude. I asked for 2 cups of water and she brought me only one, she started walking away and say nothing. I said, "Excuse me," to ask again for the second water, she rolled her eyes. Return flight delayed. Sitting in the plane ✈️ for like an hour, no air and smells like pee. As soon as I got to my on top of everything middle seat I immediately smelled pee all the flight. Very disappointed. And the internet sucked.

Worst of the worst, not one of 4 flights on time. Staff rude. Won't let connectors off first. Last flight plane half empty and they sit 3 seats together and have rows and rows of empty seats and wont let people move without charging. Will never use again.

I was on a flight from BHM to Dallas today and sat in row 8. I watched row 7 receive 3 snacks each. Our row was completely skipped. People behind me were offered snacks.

I recently flew on SWA on July 28th. My flight was from Eugene, Or to Kansas City, Mo via Denver. Original ETD was 2:40 pm with about a two hour and 20 minute flight to Denver. Due to bad weather at Denver we were three hours late departing which I totally understand. SWA customer told not to worry because my flight to KC from Denver was also delayed. ETD Denver being 9:40 pm or so. Deplaning in Denver I saw my flight was delayed again and then again and yet again not leaving until almost 1 am.

Zero communication. They cancel flights without notice, ignore damaged property, and have incompetent customer service and flying/airport crew. Not far behind Spirit.

On June 29, 2026 from SEA - PHX, leaving from Gate B10, boarding at 6am, I had a carry-on and a personal item. I was wearing a vest with many pockets and a fanny pack (also called hip pack, waist pack). I checked with a Southwest agent at the counter near the gate, if I had to consolidate anything and she said, 'no, you're fine'.

Rating: 0 / 5 Stars. I’ve been a loyal Southwest flyer for years, but recent experiences show they are drifting toward low-cost carrier behavior with high-end prices. On July 22, during a connection in Nashville (BNA) from San Diego to Detroit, I experienced unacceptable behavior from a gate agent. After being told to check my carry-on (Group B-8), I explained that I had high-value jewelry, a laptop, and an iPad inside that couldn't be checked. The agent told me to speak with the manager handling bag checks.

Thank goodness they got rid of Spirit just in time for Southwest to go from giving you 2 free checked bags to a nickel and dime on EVERYTHING!!! Even when you check in within 24 hours you can not select your seat. They will also not keep your family together. I was flying with a newly 13 year old and they didn’t keep us together. From my understanding there is no age where they will keep a family together. So if you have young ones you WILL need to pay, and there are about 4 different payment options for seats.

1.) Fare is HIGH and same as Delta and AA but far from a Tier 1 airline.

I’ve flown with Southwest Airlines four times, and every single flight was delayed. At this point, it doesn’t feel like bad luck—it feels like their normal way of operating. Their flight scheduling is completely unrealistic. On one trip, my flight was supposed to begin boarding, yet the previous flight assigned to the same aircraft hadn’t even started boarding. It was obvious there was no chance my flight would leave on time, but Southwest still hadn’t updated the departure time or communicated the delay. Passengers were left standing around with no accurate information.

I have flown Southwest for years but NEVER will again. We traveled as a family of 8 with 3 generations to Denver from Dallas Love Field and back in July 2026. My mother is on oxygen and requires a wheelchair. We wrote this on the ticket and informed the airlines more than 1 week in advance. We were told explicitly that a wheelchair would be available at check-in at Dallas Love Field. Instead, we were treated as an inconvenience and almost missed our flight due to incompetence and the refusal of staff to acknowledge our presence as the only people in the wheelchair check-in line.

Absolutely HORRIBLE!!! Feeling totally discriminated against. I fly a lot and purchased luggage that fit the dimensions for carry-on. At the Bozeman airport I was appaud by the 2 inexperienced girls scanning the boarding passes. They were making it difficult because my suitcase was expanded. It's a hard suitcase and can only expand so far.. again with in the dimension allowance. Watching other people board the plane with far larger carry-on items?? Being singled out isn't fun!!! Southwest come on, you can do BETTER with the behavior of your employees!!!

Tickets and seating was purchased together. Then somehow me and my kids seats were splitted up! Was forced to pay extra to be re-seated together. Then once it was time to board, there was no overhead bin space! Had to check bags in, which again inconvenienced the crap out of us! Southwest has begun to have very little regard for accommodating their customers!

BEWARE OF SOUTHWEST REFUND POLICY. I canceled a booking 30 days prior to the flight because my event was canceled and they refuse to refund my money due to the 'price point'. So now I'm out nearly $600. This should be illegal.

The plane before ours was delayed due to weather. It was delayed so long the pilot of that plane checked out. Causing our plane to be delayed. Rather than going to another gate. They kept the ppl on the plane waiting as well as us. They finally moved gates. When we got in air. It was clear it would be tight for our connecting flights. I’ve been on a plane and had to wait 40 mins for others delayed flight to catch up for they could make connection. I was late 20 mins and they rebooked me. Not a flight that straight to where I was going but a flight the next day where they would fly me clear to Las Vegas from Chicago and then back to ks. I don’t get the seats I paid for it. It was middle seats.

I'm putting this out there everywhere I can to warn my friends and family. Do not fly Southwest! They canceled our flights to Columbus, New York and a few other places before we even landed in Baltimore. Instead of informing anyone, they took people's luggage. We've now been held hostage at the airport for over four hours waiting on our luggage that never even left here, so there is no excuse.

I got bumped off a flight that I confirmed was not full by Omeka and the boarding counter at Dallas Love Field. Flight 3033 on 7/17/26. I was sitting in the boarding area, waiting for the group 8 sign to light up. When it did, I walked up and they told me the flight was full. I confirmed with Southwest help desk that it was NOT full. I still have zero idea why they did not let me on. I could see the other passengers down the gangway. She put me on a later flight through Tampa, which I changed becasue that was not the next best flight. I ended up going home through STL and arriving at PIT earlier then what the Apathetic, spiteful, Omeka set me up with. Terrible service, no reason to stop me, and to be honest, it felt incredibly racist.

Southwest took an hour delay to connect flight to Baltimore. Missed Iceland air flight and they refused to comp any new connections or hotel stay. Stuck in Baltimore now.

Worst experience ever. First and last time with Southwest. A family vacation turned out to delays, canceled flights and stuck airport for 14 hours. No TV is fine but one flight we were told the wifi is down. Then next thing our flight got canceled so my wife and I with an infant and toddler stuck at the airport for 14 hours.

👎 Lied about space and forced a gate-check. The gate agents forced me to check my carry-on bag, claiming there was "no space left" on the plane. This was a flat-out lie. When I walked down the aisle to my seat in the last boarding group, I saw plenty of open overhead bin space right there. Claiming the bins are full when they aren't does absolutely nothing to speed up boarding. Instead, it actually delayed things on the jet bridge. I had to stop everything to open my luggage on the spot and rip out my laptop and valuables because lithium batteries aren't even legally allowed in the cargo hold. Forcing passengers to check bags based on false information creates completely unnecessary stress. Southwest needs to train their staff to actually look inside the plane before making bogus claims to paying customers.

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.