Southwest Airlines

Southwest Airlines Reviews

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Overall Rating2.7 out of 5
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Southwest Airlines Reviews

ConsumerAffairs has collected 1,701 reviews and 2,294 ratings.

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Page 1 Reviews 0 - 10
Customer ServicePunctuality & SpeedStaff

Reviewed Sept. 26, 2023

My flight last night was delayed an hour and 23 mins. I grabbed a coffee and worked on my laptop right across from Gate 8 thinking I would hear the boarding announcement. I may have missed it but I got to Gate 8 exactly 10 mins before the delayed time and there was an agent still at the boarding entrance and when I handed him my boarding pass he said, "Go to the counter, two steps away, and ask them to put you back on the flight they just took you off." So I walked up to the counter and told the agent there that the other SW agent told me to ask them if they can add me back onto the flight since the door was still open and I could see the line getting on the plane.

The agent looked at me and calmly told me that he could try to put me on the next flight out but that he would not add me onto my flight 42 to San Jose because I was late. I responded that they are still boarding and again that the boarding agent told me to come ask and that I hadn't heard an announcement and I reminded him that this flight had been delayed. He looked at me blank stare and said, "We will try to put you on the next flight." I then reacted and said the ** word and he then told me that if I cursed at him again I wouldn't be getting on any flight. I apologized and told him I was not cursing at him. It was a reaction to missing my flight. I then went to sit down and there was another passenger sitting there who looked at me and said, "You know the boarding agent told them to page you and they refused and took you off the flight instead."

I became so angry and I got up and went back to the counter and asked the ** agent there why no one had paged me and he just gave me a blank stare and did not respond, so I asked him if he spoke English or could hear me and he said NO. I then asked the other agent to call his supervisor. The supervisor, Ms. Latasha C. Walked up to me apparently frustrated and standoffish. The first thing she said was why did I curse and why was I being rude. I told her that I did not curse at the agents. It was an unfortunate reaction to missing my flight while I can see others still boarding and the doors open and that the agent at the door TOLD ME to request to be added back on.

I also explained what the other passenger had told me about how the gate agent requested I be paged but was refused. She looked at me in anger and said, "You were late and it's their decision and those are the rules." I responded that I could not believe this was happening and she said, "You know what? You are not flying tonight. I will cancel your reservation and refund you." I could NOT believe it and needless to say my two checked in bags left to California. They did not mention anything further and asked me to leave before I was escorted out.

I have no idea why this all happened and I can only say that I definitely feel like the fact that I wear a ** is a factor. The looks I received from the Southwest Airlines agents were all blank stares of ignorance and malice. I've had these kinds of experiences in the past and unfortunately not only I recognized it but the other passenger who told me about the request to page me actually made the comment that they are treating you like this cause they think you're foreign. I would also like to add that I was traveling to see my ill mother who is bed ridden with cancer. I literally cried and so did she because I am supposed to be there caring for her.

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Punctuality & Speed

Reviewed Sept. 26, 2023

I have been flying SW for years as I fly out of Baltimore and always bragged about it to my friends about how lucky I am to have this airline. For the past 18 months and 5-6 flights I have not had one experience that wasn’t a disaster. “Mechanical Issues”….Waiting to transport “mechanics” that need to be in Charleston…One thing after another. Have never been on time and today caps it off with a 7 hr delay for mechanical issues. I think that they lie to their travelers and I wish I lived somewhere where I be able to not use them.

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    Customer ServiceStaff

    Reviewed Sept. 18, 2023

    My family & I took our first trip as a family of 6 with Southwest and we had the most horrible experience being trapped in our connecting flight which was supposed to be an hour lay over, that turned into a 9 hr lay over. We have twins that were only 5 months old at the time and 2 other children that were exhausted being stuck in an airport for a whole day. After missing a whole day from our first family trip, we contacted Southwest to see if anything could be done for messing with our family trip. And they decided they would give us LUV vouchers that we could use on a future flight as a sorry and to give them another chance.

    Well I just tried booking our flights for our next family trip to California and now they said they cannot honor our request with our vouchers and sorry there’s nothing they can do about it. Once again very disappointed in the “customer service“. Southwest has yet to follow through for us. Tried talking to there reps and all we got was an email saying there’s nothing that can be done. Not only have they done this once to our family but now twice with planning our family vacation. Thanks for nothing Southwest Airlines.

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    Customer ServiceContract & TermsPrice

    Reviewed Sept. 12, 2023

    Customer Service was poor on my last flight. I was flying from Panama City to New York (LGA) with a connection in Nashville on a Saturday. My first flight was fine (in flight beverages and entertainment not great, but I have come to expect this with Southwest). My second flight got delayed 3/4 times before ultimately being cancelled at 8:30PM. Again, not usually an issue, but they were unable to rebook me until Monday. The service desk was not able to get me on a flight the next day at all and also wouldn't let me get on standby for any of the Sunday flights. I was willing to accept this, however, I had no place to stay in Nashville.

    When I requested a comped or discounted hotel room (especially considering I was going to need somewhere to stay for two nights) they declined citing weather as the reason for cancelation, therefore they didn't need to provide hotel accomodations. While I understand what's in their contract, it is an absolutely awful customer experience to be stranded in a city where you have no connections and are essentially forced to pay for a hotel or sleep in an airport for over 24 hours.

    I would have expected them to either pay for my hotel or try a bit harder to get my on a flight the following day and not two days later. When this has happened to me on other airlines, they have always provided a hotel room free of charge and tried their best to get me on a flight the very next day, regardless of the reason for the cancellation. I ultimately had to cancel my return flight and get a rental car to get myself home. (at an additional cost of several hundred dollars). I will think twice before booking with Southwest again. You could be out much more money than you planned if there is any unexpected weather.

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    Punctuality & SpeedStaff

    Reviewed Aug. 25, 2023

    I see so many bad reviews so I'm here to give a good one. Southwest has continually added more direct trips to their schedule. Being disabled, it is more difficult for me to get around so direct flights are better for me--thank you! I have difficulty traveling and it is very painful for me in general. On my latest flight, it was bumpy the entire way, the flight attendants weren't up much and neither were we.

    At the end, when making their last trash collection, we were very close to landing. My meds had suddenly worn off and I was in a lot of pain. I asked the flight attendant for a small glass of water and even though we were close to landing and she was super busy, she was back within a couple of minutes with that water. By the time we landed, I was already starting to feel better and could function ok. My thanks to your wonderful employees who take their very limited time to help people like me. I'm sorry but I didn't get her name, but she was the older female attendant and awesome. I'm so thankful to you all. (Flt 3591 Aug 22 Phx to Mil.)

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    Customer ServicePunctuality & Speed

    Reviewed Aug. 20, 2023

    I went on my Anniversary/ Birthday trip to Las Vegas..Upon returning back home our flight was cancelled 4 times...We were never informed about flight cancelations..We were notified through other customers.. I missed my family reunion, I also missed my granddaughter's 3rd birthday party..We slept uncomfortably in airport seats. We had to buy neck pillows and blankets,which only did so much. We had no choice but to keep paying for high priced meals because of our location..We had ate dinner before arriving to the airport! My medication was in my baggage which couldn't be retrieved because we were told baggage was already sent off..Not to mention my legs swelled up 3 times the normal size because of lack of medication..Then on top of all that we had to catch another flight to a nearby city in which we had to rent a hotel room because of the late arrival and distance from home...

    From the hotel we had to call a ride to transport us back home..This was not part of our budget..Only to get to the airport and discover we have luggage missing..Our luggage was supposed to sent home, but instead it was sent on the plane to the nearby city which was not mentioned to us at all...The customer service at Las Vegas airport was unprofessional..We called the corporate office only to be told to speak to Las Vegas southwest airport customer service...This was our first time flying and the worst experience and a huge inconvenience.

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    Customer ServiceStaff

    Reviewed Aug. 16, 2023

    I recently flew round-trip from San Diego to Boise. I have been flying Southwest for decades and prefer to do so because of the no baggage charges, No change fees and the outstanding quality of their employees. On the return trip, there were issues. First, there was a mechanical problem in Boise, which meant I was going to miss my connection to San Diego in San Jose. I immediately called Southwest Airlines and the agent gave me a temporary hold on the next flight to San Diego while I waited in line at the airport. When I reach The ticket counter, the agent not only changed my flight, but gave me a boarding position after the A group (I was on the A group on the original flight.). Because my luggage had to be removed from the delayed flight, one of my bags did not make it to San Diego on my new flight. The people at the luggage office were very helpful. I was given a number to call the next day if I have not heard from them by email.

    I did get an email the next morning saying they had my luggage. I was told the bag would either be sent to me or I could pick it up at the airport and receive a $100 voucher for future travel. Because there is no parking at the Southwest terminal in San Diego due to construction, they offered to bring the bag out to me when I pulled up to the curb at the airport. They in fact did this. I have probably flown on over 100 SW. flights over the last decades. While there have been issues with flight delays and on a few occasions luggage, I have found Southwest personnel on every level to be accommodating. In fact, this is the main reason that I always look to Southwest as my go to Airline.

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    Reviewed Aug. 10, 2023

    Horrible customer service. Do not trust this airliner. Rude and insulting customer service. Give your business to a different airliner. Called airliner to get a refund, was never able to speak to a live agent to do so within time frame allowed. Finally got a hold of an agent 3 days later, but too late, after 24 hours, no refund.

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    Reviewed Aug. 1, 2023

    Scabies! Need I say more?! Found this Hotel through Southwest Rapid Rewards Points and So I thought it might be OK for a 2-night stay.
    1. First bad sign - When we arrived the "lady" at the desk laughed in our faces when I asked if there was a continental breakfast served.
    2. Second bad sign - She wanted $100 cash deposit even though the room was already paid for and reserved through Southwest and
    3. Arriving at the room, the door and locks were apparently kicked it at least a couple of times, and the elevator walls were rotted out at the bottom.
    4. The air conditioner really didn't work and kept turning on and off and took a full 12 hours to cool down the room even a little bit.
    5. Went to the Soda machines and ALL were broken and not working, was sent to the Polynesian hotel next door (same owners) and their soda machines were broken as well.
    6. After checking out, in the parking lot there was a family of "immigrants" staying at the hotel eating a watermelon with plastic spoons that was just sitting on the ground behind their car.

    7. Upon arriving back in NY my wife and I began itching and breaking out with pustules all over our bodies. It looked like chicken pox. We went to 2 different Doctors and was asked if we stayed anywhere in a hotel within the last week??? We said "Yes" - To which they answered, "Well now you have Scabies!" Sooo - Thank you Southwest! And Thank you! And Thank you Ocean Plaza of Myrtle Beach! Now we are to endure weeks of suffering and medical treatment! So my advice is "Stay at your own risk!"

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    Punctuality & SpeedStaff

    Reviewed June 26, 2023

    Southwest Airlines is full of liars and employees that have no concern about their customer’s time and money; I was on a flight from Santa Ana to San Jose that got delayed 4 times by 3 hours and all this time they kept lying and making up stories to appease us while we waited in the John Wayne airport! Finally I went up to the counter lady and asked her to book me on another flight that seemed to be on time; she refused and did her best to lie and misrepresent the facts to avoid rebooking me on another flight….they are trained to lie and fool their customers; DO NOT FLY SOUTHWEST.

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    Southwest Airlines author review by Erika Armstrong

    After incorporating in 1967, Southwest Airlines did not start taking passengers until 1971 after a long battle through the court system. Today, Southwest is the largest budget passenger airline in the U.S., launching more than 3,800 flights per day on peak travel days.

    • Discount pricing: Southwest is best known for its low-price philosophy and offers very competitive prices on flights throughout the U.S.

    • Cargo flights: Southwest combines passenger flights with cargo to offer fast shipping when needed, with top-tier options guaranteeing delivery on the next flight out.

    • Budget corporate travel: Businesses that do more than $100,000 in travel per year can build a customized travel program.

    • Bags fly free: Southwest offers every passenger two free checked bags that weigh fewer than 50 pounds.

    • Package discounts: When booking airfare and ground transportation through the Southwest website, access to exclusive discounts are available.

    by Erika Armstrong Airlines Advisor

    From the front desk of a busy FBO to the captain's seat of a commercial airliner, Erika Armstrong has experienced everything aviation has to offer. She is the author of A CHICK IN THE COCKPIT and her aviation articles can be found at Consumer Affairs, Plane & Pilot,, Disciples of Flight, NYC Aviation, Contrails, Mentor, General Aviation News and Business Insider.

    Southwest Airlines Company Information

    Company Name:
    Southwest Airlines
    Year Founded:
    2702 Love Field Dr.
    Postal Code:
    United States