About Southwest Airlines
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Southwest Airlines Reviews
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My daughter and grandson flight delayed for multiple hours. Every time we asked for help no one would help. When asked to retrieve baggage so we could get bags and get on a different airlines we were told it was not possible. Their service is terrible and they seem not to care about people.
As I was boarding the plan I was told I had to check my carry in because there was no room.. Then they lost it! I had to wait for over a day to get at least an update of when I was going to have items back. I was due to board a cruise the next day. Thank god I made plans to fly two days before cruise instead of just one!
I booked my flight using Southwest website and they gave me a confirmation and the ticket was booked 1 month before my actual flight. I checked in a week before my flight and on the call they told me they cancelled my ticket and they never emailed me or informed me about it. Then they asked me to book it again and I did it and same thing happened again and then they asked me to get to the airport and book the ticket and they won't even hold a seat for me. I will never fly southwest and I will never recommend it.
We were scheduled to fly from Manchester, NH and at 3am we're told it was cancelled. We needed to get back to Orlando the day before our cruise was leaving from Port Canaveral and had to be there or lose our cruise. Southwest had no options so we searched the internet and finally found two first class tickets on Delta out of Boston. The cost for each ticket was $1300.00. It was either pay the price or miss the cruise. We had to pay the price. Today, SW offered us two vouchers of 25000 Rewards points (about $300.00 for each voucher). That covers the SW price but nothing covers the price we paid to get home. I'm sure others had similar expenses that are not being covered by SW. Too bad!
Southwest flight from L.V on Xmas Eve 2022 ruined my Xmas and New Year Eve. Long planned cruise with exciting events with family and friends. If so many hours hadn't passed before the cancelled flight notification, I could've drove to make my cruise before the doors closed. I spent Xmas Eve, Xmas, and N.Y.E. alone and depressed. Only my second cruise so my status isn't one that give refunds.
My plane was delayed coming in from the east coast, so they had to leave 84 passengers behind. They asked for volunteers. They told us we would be compensated with travel money. With 84 passengers being take off the flight my odds of being left behind were good so I was the first in line to give up my seat. When I arrived the next day they had roped off our luggage and had 2 attendant waiting to retrive it for us. It took longer but they kept it safe. Having traveled for many years over the holidays it is not unusual to be stuck somewhere. One flight on United. We spent Christmas Eve on the tarmac of of some airport. We had to stay on the plane until we could fly. If we deplaned we would have to stay and rebook. If you fly over the Holidays be flexable. Know winter and storms happen. Good Job Southwest!
By far Southwest is THE WORST. I purchased tickets for a family friend to join us on a trip to Vegas. She wasn’t certain if she’d be able to make it but she really wanted to go. I thought not a problem. I can always cancel if need be and get my money back. I recall purchasing refundable tickets for her from Tampa to Vegas: Dec 11 - Dec 14.
Things were going smoothly up until the week before we were set to leave. She had to cancel. She was told there’s a credit under her name?! She doesn’t want a credit under her name nor can pay me the $560.45 that was paid. We called three times, several different reps and managers to get this rectified without resolution. I’ve sent email as well as tried getting it resolved with my bank. The payment should have been refunded back to my card. I’m told it was actually a Wanna Get Away+ and non-refundable. How’s that possible!! Then they should’ve put the credit under the purchaser name since I’m a rapid rewards member!! I should be able to use the Southwest credit as I’m the one who travels!! Horrible customer service.
Tried to get the credit transfer and Southwest says it’s a Wanna Get Away fare and not transferable nor refundable! Their glitchy system and their glitchy representatives. Not refundable and they won’t issue the credit under my name, the purchaser. Customers aren’t aware of issues until there is one. They don’t care and don’t help because they already have my money. Do not use them! HORRIBLE and COMPLETE SCAM!
We were supposed to fly to Washington DC on 12/27, we were notified that our flight was cancelled. So we didn’t make our vacation. I contacted Southwest to get a refund of my monies and they told me that I would have to pay a cancellation fee for canceling the return flight of my trip! I asked the agent how could I be charged a cancellation fee for a flight that the airlines originally cancelled!
I recently had a terrible experience with Southwest Airlines when my flight was cancelled, and my baggage were lost. When I arrived at the airport, I was told that my flight had been cancelled and I was put on a late-night flight. When I checked myself online that even that flight was cancelled, I requested for an option. I was given the option to rebook for the Syracuse via Baltimore instead of original destination to Buffalo. The scheduled flight from Baltimore was at 5:00 PM that left at 2 AM the next day morning. I was told the flight is delayed only to pick up other connecting flight passengers.
Since my arrival after 6 days now I spent several hours on the phone with Southwest Airlines trying to track down my luggage. They were not able to give me any information about where my bags were or when they would be delivered to me. I will think twice before booking with Southwest Airlines again due to the lost baggage hassle and lack of customer service.
I have been a satisfied Southwest customer for years until experiencing the utter chaos that was Southwest over the holiday weekend. Totally unacceptable from NOT notifying customers until the VERY last minute (sometimes at the point of take off) of flight cancellations to heaving checked in luggage in unattended piles all around the airport. I feel traumatized by the whole experience and I will definitely think twice about flying again!
We are family of three (myself, husband and our infant) and are frequent Southwest travelers since last 7 years. We were scheduled to fly out to and fro to Dallas from LGA on Thursday (Dec 22, 2022). Before we even started to the airport our flight got cancelled. It makes total sense given the circumstances of thunderstorm just the previous day. We got our flights rebooked for Saturday (Dec 24, 2022). The rebooked flight had stopover at Chicago (MDW) before reaching to DAL.
Right before boarding the flight at LGA, the gate agent informed us about the cancelled flight from MDW to DAL. Since, we did not have a place to stay in MDW, we cancelled the whole trip and informed the gate agent about our decision. However, our bags got checked in and could not be taken out from the flight. For the next two days - Sunday and Monday I have been going to the airport and standing in line for 4-6 hrs on each day because no one responds to the phone. My wife has been on phone to get hold of an agent for almost 4 hrs everyday but in vain. Following are the major issues with Southwest:1. In the name of winter storm there are coming with lame excuses. There is impact of storm from Wednesday till Friday. Every major airline except Southwest recovered from it and resumed their operations. However, Southwest has major operational meltdown everywhere. This is fact!
2. You lift the damn phone and answer the customers. You are causing agony and anxiety by ripping apart our once in a year holiday break. You are forcing us to come to the airport everyday during the holiday season.
3. Our Checked in bags are gone...Money did not get refunded...Vacation is gone...Peace of mind is gone.
Shame on you Southwest Operations Team. I feel bad for their customer representatives who take all the anxiety from customers. Where is the operations head at Southwest LGA? Face the customers, accept the fault and take appropriate measures to get the trust back!Sincerely
Avinash and Neelima
I had reservation's for a return flight for 2 marines who are coming home for Xmas, their flights for the past 5 days have been canceled repeatedly during this time. The folks at the ticket counter were probably as frustrated as everyone else is but this does not give them the right to be dis-respectful to these kids who are defending our country. The vouches they received are worthless due to they are not transferrable to other airlines so these kids can get home in a timely manner. Now then the hotel they put these kids up in were discussing and as I am told they reeked with a horrible smell. Back in the day Southwest was the go to airline to "get away". In my opinion they have let down not only our service men and women but all of us consumers who will look for the better deals. I personally would like a cash refund for my flights and I will never use such a unreliable airline again.
Delayed on flight 3061 Christmas Day. 7 hours. But finally we got on at 11pm. As we are taxing out to take off. The pilot says, "I'm sorry to say this but I'm over on hours." So we turned around and dropped us off telling us 2 days after we waited in line with hundreds of people for one SWA associate. To say. Sorry. Wrong line. Now I'm scheduled 2 days later. Why let us on only to say we had to get off.
I do the majority of the travel for 16 people. I, and my family are extremely upset with SW. This past year with all the canceled and delayed flights, it has been a nightmare. Most all of these flights were DAL - MCO and RT on non-stops. But we pushed through hoping it would get better, trying to understand. Birthday flights to Orlando, disastrous with seriously delayed flights. For 7 of our party. Costing us empty nonrefundable hotel rooms, theme park tickets and the stress of all of us not being together for my birthday. Canceled flight for 3 trying to get to HHN at Universal Studios. Tickets bought and and a hotel room unused and nonrefundable. These two stick out but the worst of all, is our Christmas flights.
My husband and I were set to fly to MCO on a nonstop and Christmas eve as we try to check in to find I get a seat and he does not. SW split us up, and put my husband on standby with 15 people in front of him. To make matters worse, just hours before we have to drive an hour & a half to DAL can't get anyone on the Phone. We were left on eternal hold, hung up on 4 times and upon calling back received several busy signals. The bottom line, SW ruined our Christmas. Again we had nonrefundable hotels stays. And the memories we missed are priceless to us. AND this morning, they canceled our minor child's flight on a nonstop from ATL - DAL. She was supposed to be home today but now she can't get home until Thursday. I don't need excuses about the weather. There is no weather in the south. If there is a problem where ever to Dal, pull out a plane from the hanger DAL, it is their hub.
STOP overbooking, Your airline has cost me $2100 in unused, nonrefundable rooms, $1200 in unused park tickets, and stress for our family ALL year. We missed out on happy memories to be replaced with anger and frustration. We will be closing all our SW Rapid rewards accounts (There are 16 in our family), and our Chase SW CRedit cards. They are no longer reliable. We can not count on Southwest Airline for our family trips. They cost us more than money, but memories. We have an upcoming flight to HNL that we are price shopping to other airlines because of their unreliability. I am just heartbroken. What happened to SW?
On Saturday, December 24, 2022, our 18 family members arrived approximately 6:45 a.m. to the Atlanta airport for our 10:25 a.m. flight #999 to Miami, Florida. After check-in, clearing TSA and arriving at Concourse C, I was notified via text that our flight was delayed until 11:00 a.m., then again to 1:00 p.m. and later 2:31 p.m., finally leaving at shortly before 4:00 p.m. I later discovered that the delays were due to staffing shortages, while weather had impacted the northern region Southwest failed to due their ethnic diligence.
Our pilot was force to exited the plane to assist the baggage handlers with loading the bags. When we arrived to the airport in Miami we were notified that the ship had set sail leaving my entire family was in disbelief. We not only missed our cruise but our other family members were on the that had been planned a year ago was now on the ship with us. We are now stuck in Miami without any available flights to get us home, being informed that Southwest can only provide limited hotel accommodation we are now being forced to make our own arrangements.
This family Christmas vacation was totally ruined by Southwest failure to inform me that this issued started long before the winter storm impact. A simple notification of their horrible delays a day earlier would have given us an opportunity to make other travel arrangements. Facts: I contacted Southwest via cell phone on more than twenty time since Saturday. It’s disturbing to say the least that I am unable to get a single response or closure to this nightmare. I have been on hold for over 3 consecutive hours only to be disconnected when the phone is answered. On other occasions I was told I have to speak with someone in group booking. I will never get over this terrible ordeal. Frustrated with Southwest Airlines!
I am thoroughly disgusted by what occurred at Southwest Gate 5 on December 24, 2022. Our plane arrived from Cancun at 8:00pm. We were scheduled to get on a connecting flight to Albuquerque on the same plane at 9:30pm. However, we had to exit the plane to go through customs. We arrived at Gate 5 for our departing flight at 8:35. At approximately 9:20, a Southwest employee announced the plane was at the gate and that she was "just waiting." At 9:40, the employee made a second announcement that the flight had been canceled. When we asked why, she screamed at us that there was no flight crew. Then she began laughing and joking with other coworkers and several travelers became upset that Southwest had now left them stranded at the airport on Christmas Eve.
We were directed to the ticket counter where approximately 50 people were in line. One employee was working and took over an hour to assist the first traveler in line. I made several attempts to call Southwest, but I received a busy signal on the first three calls and was hung up on during the fourth call. We began looking for another flight but Southwest had nothing available until December 27, 2022. At some point, police were directed to the gate because so many travelers were upset, many in tears. I overheard the police state that there was "nothing they could do about the weather" and that the upset travelers were selfish for not letting Southwest employees have time off for the holidays. However, there was no bad weather on the flight path from Houston to Albuquerque.
We finally were able to get a rental car after finding that all the local hotels were full due to mass cancellations. We spent 13 hours driving home in the middle of the night on Christmas Eve because our flight crew had left for the evening. This is unacceptable and is deeply disappointing, considering the fact that Southwest not only ruined the Christmas holiday for thousands of travelers, but then laughed about it in our face. If Southwest does not correct this situation, I plan on pursuing legal action for full reimbursement of my flight, rental car and fuel costs.
Vacation ruined by Southwest Airlines. Warning to others when booking a vacation to Loreto Mexico. Do not use unreliable Southwest airlines when making connecting flights to holiday destinations. Sat on the plane for three hours listening to false promises from the captain about taking off in 15 minutes. Flight was eventually cancelled, missed connecting flight from PHX to Loreto, unfortunately no flights available until the day before I return. Lost $3500, Southwest Airlines issued me with $100 voucher for use on another flight.
If I could give it a -5 I would but here we go …Southwest Airlines had one person checking in people with lines around the door…. That was horrible, but the lady at the counter could have cared less about people not making their flights! This was in John Wayne Airport on December 3rd. I was so stressed out and finally it’s my turn and she told me to walk back. She wasn’t ready for me. People like this should not work with the public especially everyone they’re catching flights flying out of town on time crunch!! And then her sucky attitude on top of it. I am so excited to get a credit card with Southwest to get points and now I’m just not too sure I’ll keep using them!!
Southwest Airlines refuses to let me file a complaint. The supervisor John argued with us over the phone then hung the phone up on us we called back and spoke to the supervisor Sharrol laughed and had some other employees laughed at us in the background and refused to let us speak to their manager Jason. She said she would pass the message to him before she hung the phone up on us. I do feel this was a form of racial profiling. I feel very discriminated against. This is not Southwest first racial profiling me.
The boarding process is chaotic, stressful, and takes longer. Unassigned seating does not incentivize travelers to check their bags. It just stresses us out, especially if you have to store your luggage further back from where you can find a seat.
I paid extra money for the earlybird check in. But it is joking and cheating. I was assigned a B15 position. How disgusting they are?! They oversell this option without any benefits to customers. Please do not buy it.
I made a reservation through Southwest which ended up being canceled, no problem. The problem is now they “claim” to have to investigate the problem to refund my money. They confirmed this the day of the cancellation through the numerous calls that I had to make. It took less than three minutes to take my money for the trip, why should it take 30 days or more to get this resolved?
My family booked round trip on SW Air. We paid for boarding upgrades in order to board in the "A" group. The first boarding went fine and all 6 of us were in the "A" group. On our return flight, only 2 of our group were given "A" group boarding. The other 4 had "B" boarding. We were 4 adults (2 grandparents), 2 parents and 2 children 8 and 10 years old. The "A" group boarded then a different group, I think parents with young children boarded, which divided our group since 4 of us had "B" boarding. The one parent got onboard, took a seat and "saved" 2 seats for the 8 and 10 year old kids. This caused a ruckus because you can't "save" seats. But finally the argument was settled and the kids were with the parents. SW should at least refund the 4 of us the "A upgrade" fee since we were give a "B" boarding pass even though we paid for the "A" upgrade. It would be so much easier if they assigned seats. I know, I know it would cost more. But it would save problems like we had.
Check in at ticket counter with no problem. When we went the gate the gate attendance made a call because she felt uneasy with the breed of my wife service dog which is for her going blind. So when there is a lot of people around she will whine to let my wife know there are a lot of people around her. So they said she was not a service dog. We have had her serviced through thtough the dod and ada but the airlines employees that is not a service dog. But again just because it is a Belgian Malinois everyone thinks it is a mean dog just because of what movies portray them as a attack dog. So please help us on finding some to go after Southwest Airlines to stop this type of treatment for people going blind.
I have not stayed at the Hyatt Place Waikiki but my complaint is the reservation I made for my grandson to arrive on July 3 through Southwest and had to reschedule because my grandson's travel partner was tested positive for COVID on June 30. I let SW know on June 30 that I would like to reschedule hotel reservations to July 31 due to positive COVID test. I rescheduled flight reservations also. I was told by SW to send a verification of COVID positive test results and they would forward to hotel. I'd been in contact with SW every day since June 30.
I finally received a response today, July 20 stating " Our team has tried renegotiating with the property regarding your refund request. Unfortunately, they can no longer honor canceling the booking free of charge as it has been billed already and also because of the policy your reservation has. Our deepest apologies if the result is not favorable on your side. Southwest Hotels Concierge". I paid $1,900 for this reservation and SW made no effort to try to reschedule. I would call everyday since June 30 to check on the status on got a "We are still waiting for our partner at the hotel to get back to us". Really, it's been 3 weeks. I asked SW if they had reached out to the hotel and every time I called I was told the hotel will get back to us. You are horrible.
This has nothing to do with the cancellation deadline of June 25. Yes, the policy said no cancellation after June 25 but who would have known his partner was going to get COVID. I am a 71 year old grandmother that saved this money to give to my grandson as a college graduation gift. There was no effort on SW part to resolve this issue. I don't think they even tried. I asked if they would follow-up with hotel by phone and I was told they will email us within 3-5 days after my request was made on June 30. I wasn't asking for a refund. This notice was given to you well in advance. SHAME ON SOUTHWEST!
Horrible customer service. Looked online last night having to go out of town for celebration of life for my father-in-law. (Flight is $1200 for myself, husband, and 2 year old. Online.) Called to see if we could get discount for bereavement. Was transferred over to the manager after telling the lady it was for funeral. Manager quoted me that it was going to be over $2000. I asked why so much as it's still showing $1200 online. Said that's what he's able to give.
I asked to speak to a manager about getting discount. Said he was the manager, asked to speak to his manager. Said he was the only manager. Asked if he was the CEO and was told yes he was, and then he laughed said, "No I'm not the CEO but do you think the CEO would give you the time of day." Then was told to just buy it online and then, "Have a nice day." Then he hung up on me. Never, have I ever spoke to someone so arrogant and rude. *Southwest, review the phone conversation. You will hear it all.*
I asked one of the male flight attendants after all other passengers had left the plane that stopped in South Carolina for a cup of water. He said standing there with two other female attendants “no I can’t do. That you can ask the next crew.” That’s it…. And did not try.. The two females just stood there and did not offer any as well. This is absolutely terrible customer service and in today’s time.. How difficult is to give someone one cup of water….
I had a flight leaving Kansas City airport at 7:30pm. I wanted to leave out earlier so I paid $140 extra to leave at 5:20pm the same day. I got a text the morning of my flight saying my 5:20pm flight was completely cancelled. They got me on a flight that leaves at 7pm but said I couldn’t get a refund of the $140 I paid to leave earlier. Not even a flight credit. Also I was in boarding group A on my 5:20pm flight and now they have me in boarding group C and said I would have to pay to change it. No help with anything at all.
Southwest is being horribly deceptive. I recently booked a nonstop flight from RDU to FLL and it was changed to RDU to Baltimore, to Pittsburgh, then to Ft. Lauderdale. Not only is adding 2 stops ridiculous but the fact that you let me book a nonstop and then try to put me through hell with 2 stops is unacceptable. What is going on and what is up with the deception. I will no longer use southwest due to their deceptive practices. It should be illegal.
PRICES ARE subject to change at ALL TIMES, not at times. If you cancel, then you will pay much more. Watch click on purchase - WHAMO! My change in points cost 2000 more to fly two people out! I changed the flight time, points were attractive, on the phone they said the points were in addition to my original flight. NOWHERE DOES IT SAY THAT! The site said 2 left, I purchased & it jumped 2000 points. And, a total of 7000 points for each ticket overall. This is not the first time, best to go with a cash credit card.
Southwest Airlines Company Information
- Company Name:
- Southwest Airlines
- Year Founded:
- 2702 Love Field Dr.
- Postal Code:
- United States
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