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Southwest Airlines Reviews
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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.
Worst customer service and flight experience. On multiple occasions my flight has been canceled 3 hours before my flight with no help of any accommodations for another flight. I have been stranded in an airport alone as a young woman at midnight with no help in booking another flight or finding hotel accommodations. The Southwest agent told me it’s not their problem.
I have almost $600 dollars in unused funds (due to Southwest cancellations) that will expire soon because of 1 year rule which should have been extended during covid but Southwest is all about the money now. What used to cost me $350 max for a round trip now is over $800 if even available. Why pay twice as much for slim pickens if even available both ways, I hope that Southwest chokes on MY unused funds set to expire soon. I do not recommend Southwest Airlines or any of its affiliates! NO MORE LUV.
The staff is great, they need to be paid 10x more than whatever you are paying them now. Corporate is horrible and underpays workers and understaffs import departments, I strongly advise to never fly this airline.
First, the attitude was horrible from flight attendants out of Pittsburgh. I asked if I was going to make my connecting flight due to hour-plus delay. He said yes...a blatant lie....and that it was because people needed to sit down. The plane wasn't even half full yet but all of us WERE sitting. Of course the connecting flights were gone....despite multiple flights in Pittsburgh held for stragglers. So next day I'm at the airport and of course we who couldn't connect were forced to board last and forced to check our carry-ons which I'm sure weren't loaded as I was watching out window and as I was standing for 15 minutes looking out, it was a great view. Never will I fly Southwest again.
I have been a Southwest user for many years, have several hundred thousand points with them and rarely had issues with their airlines. The only time I can recall having issues were due to weather and the occasional repair problem so I naturally decided to try some of their other services like booking a hotel and car their website. I won't be doing that again. They use a 3rd party website called Booking.com to make reservations and despite giving you a Southwest Confirmation number means absolutely nothing to Booking.com because they use confirmation numbers only not the mixed version like Southwest does.
This became an issue because their Southwest Concierge could not locate or reimburse me for an issue I had last month in St. Louis at the Parkway hotel. I arrived to a hotel with no power during a cold part of the year so there was not heat, light, warm water, or anyway to power my devices. The hotel reimbursed me no problem and provided me with a receipt showing no charge and told me to get with Southwest. I contacted Southwest to which they deferred me to their concierge team which as I stated could not locate me even with their own confirmation number. If I had not taken the time to get a receipt for the hotel which had the Booking.com confirmation number on there they would have been helpless.
I provided them with all the receipts and information needed and also reached out to Southwest directly who later called and said they are not responsible. YET it's all under the Southwest name and who knowingly partnered with this sham of a company called Booking.com. I tried going through the Booking.com website contact and help section but you're stuck in an endless FAQ loop that never provides you with the actual help you need. I still to this day have not been able to get a straight answer from anyone about being reimbursed. The right way to have gone about this is for Southwest to have created an incident report, asked for receipts, investigated it, reimbursed me, then pursued reimbursement for themselves because it's easier for a corporate partner to get attention that it is a consumer. If that wasn't an option then they should have advocated for me until they could find whatever stupid department at Booking.com that could help and reimburse me.
I as of today have tried to reach Southwest corporate office but require an actual letter to be sent instead of phone call or email which I find to be a convenient deflection to make it more difficult to deal with issues. If Herb Kelleher were still around I know I could have walked up to him and told him the issue and know that he either would have made a phone call to get this resolved if not paid for it himself right then and there. What I'm asking for is not unreasonable, all I wanted was what I paid for. That's customer service 101 and both companies failed MISERABLY.
Deplorable customer service! They deserve a negative star. I flew from Syracuse to Charlotte 4/24. When I get my stroller bag I noticed it was partially unzipped, when I go to get the stroller out I see both wheels are broken off and placed under the stroller. The top bassinet/carrier part was also disconnected, which was connected when I checked it in and zipped it up. I know my stroller was intentionally dismantled to make it fit smoother under the plane. I went to the ticket counter where Diane ** and a manager both told me they do not cover damages only losses. They filled out a report and said I can try to talk to customer service to see if they will replace it. I was sent home with no replacement and no check to replace my infant's stroller.
Quickly forward to 5/1, I flew from St. Louis back to Charlotte again, only to have my car seat that I checked in not put on the plane! Once again Diane ** was at the ticket counter and gave me a loaner car seat. However, my car seat was also in a travel bag that needed to be replaced. Diane brought out the replacement car seat in a travel bag, but refused to loan it to me. I asked to speak to the manager and Arlesha ** (pictured above) came out with the nastiest attitude as if I was asking her to come out of her pocket to pay for the car seat bag. I travel a lot and advised her when Southwest delivers my car seat and travel bag I will give them both (car seat and car seat bag) of theirs back. We stood there for about 30 minutes going back and forth. 20 minutes in she ask me to verify my name as if I had just walked up like Diane didn't already do it. Diane had already got my ticket and verified who I was (which is how I got the loaner car set from the beginning of the ordeal).
Security was called...Arletha ** said she couldn't believe I was acting like this and refused to give me the name of her regional manager. When I asked for her to write down her supervisor's name she refused and said, "You can take it down yourself." She started talking through her teeth at me like I was a child and threatened to walk away if I recorded her. If you're acting professionally you wouldn't care if someone recorded you. Everyone after the gate and above the ground were great. Southwest train your ticket counter employees and ramp agents to treat people and their property with respect.
I have always flown and loved Southwest airlines, but something has changed. We were on our way to the airport when we got a message our flight was delayed by almost 2 hours. We finally departed and arrived at our next stop and got stuck on the tarmac. Most passengers were headed for Dallas like us, but they didn't hold the plane. We, fortunately, got on another flight and finally arrived at our destination at 03:00 AM with 3 hungry and tired kids and found all of our luggage was lost...for the second time this year. We had a two-hour drive home with no luggage. The same thing happened with our luggage at Christmas, and it took a week to get it back. Come on SW...live up to the standards you once set. It is like losing an old friend.
Crew members talk a lot of nonsense. Terrible service. Stupid rules. They think it is funny - but it is terrible experience. First class like economy. Do not waste your money. They do not even assign seats. Worse ever experience.
Our flight was delayed which was understandable, but we waited in a long line of planes to take off. It was extremely hot inside the plane. We were supposed to leave at 11:10 and it is now 1:06 (we’re still waiting)
In early 2020, before COVID spread like wildfire, I booked a trip for two to go on a cruise and airfare. That cruise was cancelled by the cruise line and I had to cancel my flight. At first, Southwest stated they would leave an extended credit to use. I thought great, I'll reschedule when this COVID is gone. That was two years ago. Southwest now tells me they will not extend the expiration date of the travel credit further, they will not allow another passenger to use the travel funds, and I can't receive a refund. They are telling me I HAVE to use the funds before September or the money is gone. And not only that but they are telling me my daughter HAS to use her travel funds, even though I paid for both tickets.
COVID is still here and I don't see it vanishing in less than six months. This forces me to decide to lose over $1200 or risk getting COVID with all the unknown medical complications that could come of it as well as risk being out of work if I were to get sick. I would think that due to the circumstances that led to the cancellation of my trip, different policies would apply. I feel as though this may be a violation of some sort as I would be endangering my and my daughter's health and safety.
I’ve flown a minimum of once a month with Southwest for the last year +. At this point the savings are not worth the absolute madness, the yo-yo delays and last minute cancellations cause. This airline has far too much uncertainty for anyone looking for reliability. Unless you are super flexible with departure and arrival time (by multiple hours or days), don’t waste your time and sanity on Southwest. Particularly if you secure NON REFUNDABLE RESERVATIONS at your destination.
Left Nashville to Phoenix flight 2729 March 15, 2022 at 12:10 pm. Guy scanning ticket at boarding was rude and unprofessional. Mass confusion at pre boarding as to what letter of alphabet we were to stand in line. Went up to get boarding pass scanned and the guy said very loudly in front of about a hundred people “I didn’t call B yet. Get back in line third way down.” Extremely unprofessional and embarrassed me in front of a lot of people. Never will I fly your airline again. Also we be telling friends and family about my experience. If I could give a zero I would!! Also open seating is for the birds!!
Their customer service has gone down hill fast. The covid thing has disrupted everyone's lives and we couldn't take our trip. And they forced us to put our money into the funds account, we couldn't put it back on our credit card. I forgot to use all the funds not realizing they were going to expire and now I am out the $128.00. They wouldn't work with me to get that money back and gave me $18 voucher. They are choosing to keep my money, when if I had my choice I would have refunded back to my credit card in the first place. So disappointed in them. And you can't talk on the phone with them either. I am just a number to them. :(
Plane was a half-hour late taking off due to de-icing procedure that could have been accomplished beforehand. After de-icing, stewards shut down flight to accommodate a single customer who was having a panic attack. We are now 1 1/2 hours late for take-off. (Got to do another de-icing!) A second customer wants to get something out of the cargo hold. Stewards and captain ground the flight to accommodate this customer. We are now sitting on the tarmac, 3 hours after we were scheduled for take-off. Customer service reps come aboard to tell everyone with a stop over that there's no way in hell of making any connecting flights. Chaos ensues as several other connecting flights are cancelled and Southwest Representatives scramble to meet with each customer. Customers wait again while a single customer service representative attempts to see everyone. What a **. Won't be flying Southwest again.
Great price for airfares, but you pay for it with their customer service. They are lazy, do not take time to help their customers, and are selfish with their time. I was recently in Dallas airport and called the desk because their agent had made a mistake with my ticket. I accidentally left my AirPods at the desk. I boarded my plane and noticed they were missing. I quickly checked the location and called the desk. I explained I was already on the plane, so that I couldn’t get off. We had about 75 people still boarding, and the door was still open. The agent at the desk, Kristen, said if I have time, I will walk them to your gate. (This was at gate 4/6, and I’m at gate 10, not far at all) of course, she did not have time, and now I’m being told I have to pay for FedEx to have them shipped back, and that’s if they are found. It’s so sad that they encourage laziness and the lack of customer service.
I was never compensated for my all-day cancelation. This company does not respond or care about its customers.
I was delayed 3 times over 5 hours on a flight and never got compensated and I paid for Business select which is worthless. Worst airline ever!! This is a no-frills airline. Never take this airline if you are claustrophobic or if you get panic attacks.
I have been a loyal SouthWest Rapid Rewards member since 2000. Due to Covid, and my company's policy, was unable to travel for the past 2 years. Earlier in February this year, was able to take the first business trip. I was shocked that my A list status was dropped due to inactivity and without any warning or communication. Contacted SouthWest and lodged a complaint. The response was that there was inactivity and reminded me of the requirements to gain the A List status. This is in stark contrast to the spirit of the customer centric airline that I have enjoyed over the years.
I have been an A-list Preferred member with companion pass for years and generally book all travel with Southwest. So, it grieves me to see the customer service and communication fall so low. I recently had some difficulty with travel vouchers that were expiring and I contacted Southwest to see what options were available to use them…. It was a lot of money! After 1 hr and 47 minutes on hold, I was told that nothing could be done, and there was no one I could talk to to escalate the matter to a higher supervisor. The customer service coordinator actually said “my supervisor doesn’t take calls”. She did offer to have someone call me back in “6-8 business days”.
I eventually did receive a call back and the next person I spoke with was even less helpful stating the same line “my supervisor does not take calls”, but she promised to escalate it up the chain and said someone would contact me. They did. I received a letter informing me that they reviewed my information and no further action would be available to me. You know things are awful at Southwest when the bottom of an email says “do not attempt to respond to this email”. Basically, I lost $460 in LUV Vouchers, that we’re supposed to be gift cards (never expire) from business travel that was paid for and had to be canceled during the pandemic.
Southwest used to be tops in customer service, and Loyalty was their greatest asset. It is so disappointing to see that they no longer aspire to be the best. As far as flights go, they are OK. A listers tend to get their choice of seats, and many times one person will buy a business class ticket and then “save” all the best seats in exit rows (Southwest “first class”) for their friends who are boarding later. Southwest does not address the issue of “saving” seats so they do not take a stance one way or the other. Flight attendants used to have a sense of humor and positive energy that made the flight fun. Not so much anymore. Overall, my recent experiences with Southwest have not been good, and there is no way to let them know. Customers don’t even receive no surveys anymore! It makes me sad.
I left an early Christmas gift on a flight from Logan to Midway. It was wrapped with instructions to not open until Christmas. Once I arrived at my final destination, I called the Lost and Found office in Midway and the woman I spoke with was extremely helpful and told me that they had my gift. She FedEx'd my gift to me and I had it by the end of the week. I am very grateful to Southwest for this experience. I am also grateful for the woman in Midway's Lost and Found office who proved to be kind and extremely helpful!
First things first...we always fly Southwest Airlines. Today 12-25-2021 fly flight 800 to Las Vegas. We are business class which means we paid more for our flight and board before everyone else, which was to depart at 5:55 PM, but did not depart until 6:55 PM, their 1st strike. 2nd strike.... The "LADY" taking everyone's ticket was a complete sociopath and verbally assaulted my wife and myself because I asked about the 25 or so "pre-board passengers" which I've never seen in 40 years of flying.
She actually stepped up to me to chest bump me, saying "this was her flight" and we can't board because I mentioned we can't see her hidden badge to complain about her. Complete psycho, tried to get me to touch her. Said, we had to step aside so everyone else could board before us. This lady has zero reason to still be employed in customer service or by Southwest Airlines. Absolutely thee worst airport experience ever. I guess we'll fly Alaska from now on. DEUCES.
Very rude people. I was told I had to pay extra to sit with my man and they had open seating. She stood there And argues about it. Never flying Southwest again. We all had seat numbers that should been enforced. She never apologized once. Then my friend was in a wheelchair only to the door she planned on walking on plane, they argued about that as well.
Updated on 12/29/2021: For the overall flight, I would give it 4 stars. The customer service reps are the worse. I booked a flight for my wife and I to Jamaica. We are on the bigger side so I booked a 3rd seat. The customer service lady told me that I would be able to get a refund once I returned from my trip. I called SW when I returned home and they took all my info. The lady told me it would take 5-10 business days to get my refund back. After the 10th day, still no refund, I called SW and checked the status. The lady told it could now take up to 3 weeks to get my refund. I called one more time on that week and a young man told me that he sees the refund has been processed and I should see the refund soon. We are now on business day 18 and still no money. So I called again. This time I was told it could take between 30 to 60 days. Buyer beware. If you try to get a refund from SW they will keep you chasing.
Original Review: Booked 3 seats since my wife and I on the bigger size. Customer service person that booked my flights advised when I get back home, call the customer service number and I would get a refund on my 3rd seat within 5-7 business days. So when I got back, I called SW and they took all my info for the refund and she stated she would get it processed. She told me the refund would take 5-10 business days. So today on the 10th day, there is still no refund. I called SW customer service to get an update. The lady told me I should be getting this any day now. After thinking about how the conversation went, I called back again. This time a different lady told me they are now running behind in the refund department and they just finished November refunds. She went on to say I need to give it another week or so. SW is quick to take your money but slower than snails to refund your money.
I am so disappointed with Southwest. I was recommending them to friends, but now I am telling them not to fly with them because they are not willing to help their customers and unethical in their policies. If your Southwest ticket was affected from the pandemic and the expiration date was extended to 9/2022, beware as once you buy a ticket now with your travel funds from the cancelled pandemic flight, and then decide that you have to change that ticket, your expiration will be only about 15 days from the day you cancel the new flight.
They say that this is in the fine print, but why are they making the expiration date so much earlier anyway and who reads the fine print. This is so deceiving because you think you are going to still have until 9/2022 to use it. I cancelled my flight in mid October and expiration date was now changed from 9/2022 to 10/23/21. I've called and asked to get it changed back to the 9/2022 expiration date, but this is the response I received, "It truly saddens me that we are not able to honor your request on this occasion. Your situation falls subject to our policy that must be upheld in order to maintain the integrity of our operation, and I am deeply sorry that I am unable to do more." The sad part about this was that I spent more money when I bought this new ticket only to have it expire in less than a month and lost about $215. Why are they talking about integrity? Anyway, I hope this helps someone before they don't want to fly Southwest anymore.
Do not fly this airline. Especially if you have a connecting flight. Missed connection due to waiting for weather… Ok, fine. This has happened many times. To my surprise, I was left stranded in a different state for over about 24 hours until I could get on another flight. Southwest does not work with other airlines, so you are stranded. I had to spend an additional 140$ for a hotel and the costs just snowballed from there. The miserable woman in lost baggage was horrible to everyone in line. I will spend the extra money to fly Delta next time. Alaska should win out in the West Coast. It’s not even a holiday weekend and experiencing these difficulties is ridiculous. Horrible airline. Don’t learn the hard way.
I get that flights can be delayed or cancel, to be misinform passengers, that's completely out of character! Mario was the lead steward. He was so drunk, the whole plane smelled like ethanol! Considering times are tough, better to get in a car and drive than exposing yourselves to some **/drama caused by an underpaid, unsatisfied employee! That then, you get the consequences for their stupid drunken attitude!
I was one of the customers that was screwed by the rightful pilot walkout. I am happy that the pilots took a stand and the aftermath isn’t their problem. But when our flight was canceled and we called to reschedule our flights on a non refundable vacation, we couldn’t get anyone on the phone. After 5 hours on hold we had to make a decision to buy new flights with another company for $1,200 or lose a 5k vacation. We figured southwest would rather pay for the flights. No they would rather not give us anything so we are out both flights. Southwest gets away with this by saying that the 800 cancellations we due to weather, not the walk out. Never flying with them again.
I had a very important flight scheduled 6 weeks in advance from Atlanta to Denver and Desmond and needed to be back to work. They canceled our flight, refused a refund or pay for another or give refund.
Cancelled our flight due to Southwest labor issues. I was let on hold for 3 hours with no one picking up and called 4 times each time on hold for hours still no one picked up. Online service was terrible delaying our departure by 3 day with no options and long layovers. Find another Airline.
Flight was cancelled 10/9. Was informed to get in line at ticket counter. Which I did then was informed needed to claim luggage prior to be able to get new reservations. Unfortunately my luggage appeared at the end causing my place on line to be placed at the end. At the same time I placed a phone call to Southwest. I also made reservations for the next day out of a different airport since no other reservations were available on their site. I reached Southwest customer service 10 hrs later to make sure my reservation was taken care of. The mailI received changed my reservations to the next following day. Now I am hold ag for hrs that I should be sleeping. Especially if I need to be at the airport by 5 am. So dissatisfied with this airline.
This airline does a quality job of getting people to their destination at a reasonable price and tries to be on time. Their employees seem to try to do their best to make for a good flying experience.
I used to LOVE Southwest Airlines above all other companies. From the first moments I walked into the baggage line to the plane ride. It was top notch customer service. I even use their credit card. Last year I started noticing a decline in their kindness, but I chalked it up to Covid. It’s been hard year on us all. The last straw was a couple weeks ago (my third trip on Southwest this summer). I had come into the check in baggage line in Reagan DC airport. I checked my bag in at the Kiosk and promptly got in line to give to the lady at desk. There was two lines to choose from, neither was marked clearly so I assumed (as others did) it didn’t matter which one we got into.
After over a hour wait in our line and feeling very anxious that I was going to miss my plane. There was a lady two people in front of me was being yelled at by TWO Southwest employees because she had used the kiosk and the line she stood in was for full service only. They made her go to other side and re get in line that was wrapped around three times. The Southwest man was non sympathetic to her pleas and the-other coworker was saying hateful remarks behind him. This lady left crying and I’m sure missed her flight. I now just realized and in a panic cause I self checked my bags at kiosk too and was so scared to face the attendant. I walk up to her and she nastily says “I really wish YOU people would wait to be called”. And then realized I had tagged my bag. She glared at me and says “Did you not just see what happened to the other lady?” And she continued to berate me and be very insulting while taking my bags.
I got the impression I should of been grateful to her for taking my bag (I did do half her job. All she had to do was take my damn bag.). She let me go through. But I was almost in tears. By the time I got through security I walked right up to my terminal and asked the south west guy standing at gate, if they had boarded yet? He could hardly bring himself to lift his head from his phone and mumbled no. But everyone lined up a min later. The flight was ok. No complaints once on plane. I am completely disappointed, and hurt by this airline. Plane tickets aren’t cheap, it’s stressful to travel anyways, and to be treated like dog poop from the company you used to love sooo much. Is just too much. I am about throw in my credit card and towel into this airline and find another.
I flew from Denver to San Jose Ca. It was a pleasure from checking in to boarding the plane, flight was on time, airplane was very clean and flight attendants pure pleasure. I am 75 years old female and love to fly. Will recommend Southwest to my family and friends,
They do not care about your safety. They did not intervene regarding a threat to my life. I complained and they arrogantly ignored it. They care less about passenger security. Do not fly with them. Never again will I fly with them.
The flight attendants are passive aggressive and are very short when answering questions. I asked zero questions, asked for literally nothing from them and they were still rude. I felt super bad for the passengers who ACTUALLY needed ANYTHING. The flights are constantly delayed and the plane is always hot. The ventilation was awful. They overbook and cram people together. Just pure hell. I used to love them. Now I will never fly again with them. Also the whole pick your own seat thing is not a perk! People cut in line all the time.
I gave one star cause we landed.. Horrible. First we leave late...30 minutes late. Then we land and the scheduling geniuses can’t get to our gate. So we sit in our destination for 50 minutes and counting waiting for a gate to open?? Who’s running this idiot squad? They have now caused me to miss two different busses. Ps all of this is still going on now!! Like I’m still on the plain!!! I’ll probably miss the third bus too!!
I came to the airport to pick up a minor child. There needs to be a serious change in this process. I arrived an hour ahead. I was thinking this is plenty of time as I am not checking in for a flight. I’m picking up a child. Realizing I had to go through security, an hour I thought would be plenty of time. You have to go through the entire check in process AS IF you are checking in for the flight. NO ONE CARES if a child is left at the gate waiting for you. Southwest check-in staff was not helpful and there was no empathy in relation to a scared CHILD who is alone at a gate waiting on his parent. AGAIN This was not handled with any kind of empathy or compassion for a CHILD.
Have flown SW about 20 (round trip) times per year for 5 years. Due to no change fees it was convenient. Now all the other airlines offers no change fee. Lately SW has increased their fees much more than other airlines. They use the scam of mentioning no fee up to two check in baggage. But if you compare their prices with other airline on the same time schedule, you will see that the difference of the fares of SW and other airlines is more than you would pay for 2 checked in baggage for other airlines. e.g. one of upcoming flight from CMH-AUS in mid October 2021, SW fee is $750 vs American Airlines fee is $450.
So basically SW always charge the customers upfront as if they are checking in 2 baggage, even though most has only carry on (and pays the extra fee). Simply check in any route and compare their fees with other Airlines, the difference will be more than you check 2 baggage in other airlines. Worse is when I sent them a message regarding to this, I received a very arrogant answer. Not so friendly skies as they claim!
LaTonda helped me and was so professional. I was very impressed with how nice she was and how she spent time assisting me adding the wheelchair option which had been dropped along the way when they changed my times. Thank you so much.
Today at the airport I had a terrible experience with an SWA boarding agent. The agent who sold me my ticket and issued a boarding pass did not mention anything about not being able to bring a carry-on in addition to the small dog in his bag. This was not a policy expressed prior to going through security etc. As a result, I had my important items in my carry-on and planned accordingly. This included medication and tech items.
When I got to the gate, someone announced that folks who needed additional time to board the plane should go to the gate. I did so and immediately was told without a hint of politeness or consideration that I could not have a carry-on. If I did not check the bag "I WOULD NOT BE LET ON PLANE." It is stressful to be talked to like this and aggravating to shuffle belongings around at the last second at some jerk's whim. I would be more flexible if communication was improved. I believe that I was only singled out because I made the choice to notify staff I needed a few extra moments to board as it says in the highlighted section of the airline’s website. If I had not asked for an extra minute, it seems unlikely I would be ordered around like this.
It's not ok to change policy at the last second and be so rude about it and then not expect any frustration in return. Being ordered around like a criminal in response to trying to have basic accommodations is not ok. I do not "look disabled" but suffer setbacks in panic and related issues, especially in the airport. A little consideration goes a long way. Even normal levels of human consideration for the customer would be leagues ahead of the experience I had with the airline.
My flight was delayed seven hours with no reason. My return flight is now delayed 5 hours due to a “plane swap”. Southwest does not care about its customers and has horrible customer service. Southwest did absolutely nothing for the inconvenience that they caused its customers. Not even a cup of water. I will NEVER fly Southwest for business or pleasure. I hope they go out of business.
After booking a reservation my sister, her boyfriend, her two children and our nephew was greeted with the poorest service offered to mankind not only by staff at the airport but a supervisor over the phone. When the 5 of them arrived at O'Hare airport 2hrs away from her home town, she was shocked to see her flight was 2hrs delayed. She greeted a rep and ask was that accurate and the agent confirmed. She then ask what did that mean for her connecting flight in Tennessee because they wouldn’t it in time for the connecting flight departing at 9:35. She was told by the agent they don’t hold flights and it would be on them to find shelter for the family of 5 and she’d get them on an afternoon evening flight.
My sister then told her that wouldn’t work and why wouldn’t the airline Southwest accommodate them somehow for shelter since it is their delay. She then ask the agent what was her opinions. She was told either take the delayed flight come out of extra expenses for shelter or take a refund she agreed to the refund. She called me to let me know she wasn’t gonna make it to bring my nephews to me for the summer. I then told, "We have two airports here. See if you all can fly into Hobby." she approached the desk again only this time speaking with a gentleman. She ask is there any other flights and if they had any flights into Hobby Houston. The guy say, "Yes. Only thing is you have to fly out of Midway which is 30 minutes away from O'Hare. Flight takes off at 7:05. We have 11 seats left. I can get you on this flight at no cost."
He first change the flight for my 7 year old nephew then he was having difficulty finding my sister and her boyfriend reservation so he went over to the lady they was working with who told them their only option was a refund. So he come back and say they can’t rebook the flights for the two adults cause they now can’t find them that they’d need to call reservations. I called reservation waited on hold 1hr to still get no assistance. First the family of 5 had to find a ride to get to the airport that was two hrs away and when they was turned away had to find a ride back home with 3 children and they was determined to get the kids here to their favorite auntie as promised.
As we spoke to an agent she offered to rebook the tickets at double the price. When was ask for an accommodation of flying out of MKE which is her home town agent said it was beyond her control. Would we like to speak with her supervisor. Sure. After speaking with the supervisor the supervisor Nancy wasn’t much help. She said that they could not change their departure city which was a lie then she was confident that they booked a one way when it was a round trip. She then offer to book them at the increase rate because of their Negligence and delay. She offer the expensive rate and for us to speak with guests relations that opened only Monday-Friday 8am-3pm at number 8552344654 and Option 5, Nancy, Monday-Friday 8-3. However I dialed that number and selected number 5 to only get air agent from the airport are Jeff and Adrene
The last flight was cancelled 3 times in 1 day. The flight today was cancelled and they auto re-booked me for tomorrow evening, which is too late for my appointment. I tried to call and am still on hold after 70 minutes. I guess I get to drive 12 hours now. Never again will I book another flight on Southwest Airlines. They use to be good, but they are in the toilet now.
Southwest now has service from Richmond VA to Denver CO. SO HAPPY with that service. Flew round trip RICHMOND to DENVER week of 21 June. Great flight; smooth and on time both ways. Only negative was requirement to wear COVID masks both ways for entire flight w/ exception of eating or drinking. Advice to Southwest - ditch the masks, especially for passengers who have gotten their shots!
Our flight was canceled & had to book an expensive flight to get to Disneyworld. Also had to pay extra for my daughter & I to get advanced boarding so we could sit together on first flight because when I checked in there was a glitch. Horrible experience no customer couldn't say when I could get a flight, or how to get my money back I want my money back for a service you could not provide. I lost 1 whole day trying to make other flying arrangements & lost my money for Disneyworld hopper tickets. Really screwed up a family vacation.
We have been faithful Southwest customers for almost 20 years. Never have we seen such terrible scheduling and customer service. I flew last week and my kids this week...4 legs total, and not one was on time. I have called SW five times & still have not gotten through. Tonight, I have been on hold for 1 hour and 40 minutes. Before COVID, I loved this airline and proudly carried their rewards credit card. I do not recommend using Southwest at this time! They've got to get it together! This is terrible.
Worst flight and customer service. Lost 8 hours. Plus had to pay for food. They gave me a $100 voucher. Last night I went to purchase more airfare. In October I have a flight. I went to use the voucher but it expires in September. It's currently June. I paid for the airfare so I had the flight during their 50% off. It was $850. I was on the phone for over 3 hours to use the voucher. Two agents said they cannot attach the $100 voucher whatsoever. But I can have it extended for another flight later on. I then canceled and found different airline, same flight details for $50 cheaper. This is an absolute nightmare. Go elsewhere if you value your time. They have no customer service and will put you through loopholes. They do not value their customers and will not make it right. They just prolonged the inevitable. I have never been treated like this. It was easier to cancel the flight I had just booked than to resolve $100 voucher on a fake 50% off sale.
Zero stars! Southwest Airlines flight attendants have become increasingly aggressive about masks each time I fly. On this flight # 1339 to Vegas the male flight attendant repeatedly barked over the loudspeaker in a patronizing tone used by prison guards and bluehaired elementary teachers: "Don't let me have to tell you twice to put your mask on" and then all the attendants began leaning over if a mask even slipped down someone's nose and clicking their tongues and pointing at the mask. I literally felt like I was in basic training again as power hungry workers eyeballed us all and forgot about real issues like turbulence and in the event of a crash and this attitude spilled over into service as well with drink requests now only be confirmed by the number of fingers held up, the tone passengers are being spoken to coupled with the domineering physical stances they take because of of the power they perceive they now have over customers.
People are sheep however and do as told. I was fuming inside but bit my tongue, but I can see how a slightly unstable or fed up person might ask to be treated like a paying customer as there have been "2,500 incidents of unruly passengers this year, including 1,900 cases in which passengers refused to wear face masks" ** airlines saying this is the worst year ever. Duh, treat paying customers as underlings in a tyrannical society will cause problems. Everyone should drive if possible. I will. Absolute power corrupts absolutely!
For the first time in 4 decades of airline travel an airline charged me for missing a flight that was nowhere near full. I got to the counter and they couldn't help me. They said call customer service. I had to buy another ticket. They took the whole ticket price plus all the fees that they didn't have to pay on the missed flight. Their attitude was quite simple: you missed the flight, you lost $679. I appealed to no avail. A pure money grab. No interest in lifetime customer value. You'll see other reviews along the same lines. Sure, it's relatively cheap and the bags are a good deal, but you are treated like cattle and respected the same.
Note, this was submitted to Southwest: Where do I begin? As a very nervous flyer this was not a very good trip for me. Started great leaving BDL to BWI and landing in BWI was a great experience... but it all went downhill from there... We had a 40 minute delay in BWI, was supposed to depart at 1:05 pm, did not depart till 1:40 pm. We boarded the plane, little did we know we would be on this plane for appx 9 hours!!! For a trip to ATL.
After we boarded the plane in BWI (1:40 pm) we were told we could not take off to ATL due to storms in Atlanta. At appx 3:00 pm they let us leave the plane and go into BWI to use the bathrooms. Boarded back on the plane (appx 3:20 pm) only to wait once again, left the gate, taxied the runway from appx 3:20-4:30 pm! Were we ever going to leave BWI?
Before I go on, here's the problem... Knowing that Atlanta had huge storms that day with even the National Weather Service indicating a tornado WHY would they even think of letting this plane leave BWI to ATL??? I even heard there was ground stop in Atlanta!!! Appx 4:30 pm left BWI to Atlanta, again, nervous me and not liking flying and knowing we were going straight into storms in Atlanta!!!
As we get closer to Atlanta I noticed the flight path was changing, then I heard on the overhead speaker if there was a medic in the house to come forward, someone was having a medical emergency.... so our plan had to make a stop in Charlotte (appx 6:00 pm). Another hour long delay or more as our plane sat in Charlotte (appx 6:00 pm - 8:00 pm)!!! And we were told by the pilot that good thing about the medical emergency because we couldn't get into ATL due to ground stops. REALLY???
They let us get off plane in Charlotte (appx 7:15 pm). Re-boarded the plane only to sit in the plane again waiting for clearance!!! Landed ATL at 9:00 pm. Again, plane originated BDL at 10:35, landed ATL at 9:00 pm! We were 6 hours delayed! I realize mother nature happens, but sitting in tight space on a plane for hours esp during covid and having anxiety was awful!!! Our plane should have never left BWI knowing storms in Atlanta!! And we were being told false info and promises by the pilot. To top it off once we got into ATL they did not have a gate waiting for us... appx 40 min waiting to depart our nightmare plane!!! UNREAL!!!! I am not happy at all!
Flew Southwest during Covid almost every week and they were nice to make changes I needed and I was understanding on flights that were canceled. Now they have full flights and less accommodating when they change flights and want me to spend $350. to change.
After I booked a flight on Southwest Airlines, I used Southwest Concierge service to book a room at the Springhill Suites on Creighton Rd, Pensacola, Florida, for April 8, 2021. Southwest Concierge charged me $179.68. The morning after I stayed in the hotel, when I checked out the clerk printed my receipt. The actual charge for the room was $132.96. Southwest UPCHARGED me $46.72. A 35% increase to the price. I called customer service - that term is an oxymoron in this case - and the explanation was that the hotel clerk should not have shown me the true price! I requested a refund and was told NO. You know how you thought that using Southwest Concierge would mean that Southwest would leverage their considerable buying power to your advantage? Well think again, it is an opportunity for them to gouge the consumer. Do not use Southwest Concierge.
They do what they say and I can always rely on them and free 1 bag booking. I have never run into any delay problems and I love their getaway prices. Also, people are very friendly and professional.
Took off on time, arrived in Dallas on time. Great service by the plane crew. I was wheelchair bound but was treated just great by the flight attendants. My lost luggage was found in Houston and was delivered to home the next day.
Good airlines, fair price, good customers service. No problem cancelling a flight and rebooking. Have done that a few times to save money. They have ongoing sales every few months. Good rewards program.
I like this Airline because I have had nothing but a good experience compared to other airlines. On this airline there is no assigned seating and that is a huge perk. Once while flying this airline there was a power outage throughout the airline industry and the airline gave me a flight voucher though the problem was not their fault. To me this is going above and beyond to ensure that the customer is being taken care of as far as being satisfied.
I have used Southwest many times, and they have been a first class airline. They seem to be able to keep on time, and get you to your destination when they say they will. I would fly with them in the future.
Your first two bags go free and the stewards are helpful and cordial. The foot room is nice not crowded. I really like when there is a tv on board to watch. When you get your tickets ahead of your trip, the prices are real reasonable. You do get a beverage and pretzels if your trip takes more than 2 hours. I like Southwest as my first choice to fly when it flies that route.
I hadn’t flown in years, so I was a little anxious, and on top of coronavirus, we had to sit accordingly, and I have extra weight on me so it was hard to sit in a seat with minimal leg room for 2 hours! (Doesn’t sound like your ideal flight does it?) But the airline attendees were fantastic, they just went on doing everything normally and catering to all of our needs. I felt very relaxed with them showing us they were in charge and assured of our flight! And the trip home was even better! I had no one next to me and sat by the exit in the middle for that extra leg room! Would recommend def!
I love their price and the loading of passengers and often getting upgraded is possible. They get me to my destination on time and with my luggage attendant are always helpful and friendly making my travel more pleasurable.
Generally the best price and availability. Found that Southwest Airlines is more generous when it comes to changes. No fee for Baggage is great. The employees in general are easy to get along with and always available to help.
Southwest has great customer service, quick and easy booking process with or without miles, planes are very clean and appear to be well maintained. My favorite part about Southwest is that their phenomenal sense of humor! Sense of humor and great service is always appreciated with air travel.
I have been flying with Southwest and Alaska hoppers for a decade. The staff is always professional and eager to please their customers. I always feel safe when I fly the California and Oregon Corridors. Baggage is always prompt on arrival and I feel comfortable and safe when Flying Southwest especially during Covid 19.
Love me some Southwest. For an affordable airline, they are always on-time, decently friendly staff and semi-comfortable seating. But since I usually am only doing domestic flights, they're sufficient for what I need. More than anything, they always have TONS of flights and time options that allow for affordability and convenience. This allows me to maximize my business trips and vacations equally.
This airlines refused to refund three tickets from June 2020. Our flight had been changed and re routed several times. The reason given was that one time in this whole ordeal was that I myself changed a departure day myself to another day. That change was done before the final cancellation by Southwest. Since then my Husband has passed away. Are they going to refund his ticket with the death certificate? I do not know because I have not been able to reach out to them. We will see.
They give you free bags, most always are on time if not early, and they have friendly airline attendants. Their wait areas have working charge hubs. I have never had a bad situation with them to include when I had to travel with an travel oxygen tank.
Group seating made it easy for traveling with children. Fighting was pleasant and smooth. Attendees were very pleasant and always asking if we needed anything. The overall experience was great. Will definitely use them again.
Southwest has the the lowest fairs available, in a class of their own. Always friendly and willing to go the extra mile to get you to your destinations. I will always check them first and have been flying with them for the past 30 years.
First 2 bags fly free. Low fares. Easy website. Welcoming staff, pilots with a sense of humor put you at ease when flying. Southwest has a great attitude that consumers appreciate and even expanded their routes during the pandemic. I like the smaller airports they fly into. A+
I have used Southwest a number of times...self check in at a kiosk was trying the first time but there was plenty of help so the next time it was a breeze. Their prices are always great with the direct flights at a good time and I don't have to pay for luggage!! A win for me because I just can't go without all my stuff I Might need. I have flown twice since Covid and felt very safe. Matter of fact I have just booked another trip for next month using Southwest. Keep up the GREAT work!
For the frugal consumer that would sacrifice first class comforts for lower fare price, SouthWest is the winner. SouthWest employees generally are very friendly and helpful. The boarding procedure is less than ideal, but if you are traveling solo, it's not a problem.
I always fly Southwest. They make the whole flight experience easy. I can almost always count on the price being the lowest available. I love that they don't nickel & dime you to death with all of the extra charges other airlines have. They give me the option of early check-in. I appreciate that. Their customer service has always been friendly, professional, and helpful.
Flights are efficient and no real additional costs such as baggage costs, seat selection. Most flight attendants are very nice and very helpful. The airfares are relatively less expensive than many of the other major airlines.
Southwest Airlines is one of the top airlines that I trust. Their customer service is unmatched. I always feel safe and secure when traveling with them. In having a peanut and tree nut allergy, they always provide a snack that I am able to enjoy without compromising my health. Their employees ensure that all of my questions are answered and they always enforce safety precautions. I love having the ability to bring 2 carry on bags for free. It is a very convenient and reasonable service that other airlines do not offer. The various ticket options are budget friendly and hassle free. Whether you are a first time flyer or a frequent flyer, Southwest Airlines is the way to go!
I have always loved how easy you can book and change or cancel SW flying. Never really fly anything else. I have taken 5 trips in the last year and I have to say that now that the middle seat is being used it felt pretty crowded and I was real uneasy. The worse thing is that I know they are NOT cleaning. I have several photos of how dirty this last plane was.. #disappointing
It has been over 10 years that I have flown. I am 95. I was flying home to Charlotte, NC. The weather was clear and sunny. I believe my snack included orange juice. The stewardess was, as usual, quite pleasant.
SOUTHWEST is pretty comfortable carrier for a decent price. Remember, you get what you pay for. If you're not uppity, Southwest is a bargain. Fly on week to fourteen days and get a great price. Save more money so you and those you cherish can enjoy more of your visit any place you choose.
Southwest as most people know, generally has the best price. But it comes with some inconveniences, you cannot choose a seat! If you are flying with someone or several others, there is no guarantee you will be able to sit together. For some, this does not matter, but if this is a point of contention, you will need to either be diligent and get to the front of the line (stressful) or sit apart (yuck) But if flying alone...Kudos!
I personally just flew on Southwest a week ago. It was a very pleasant, wonderful, relaxing experience. The personnel was very attentive, very professional and polite especially the steward on both flights 'cause I had to change planes. Would recommend southwest to anybody. A very good experience from beginning to end and everytime time me and wife fly it is always southwest and besides they have the better prices and benefits.
I’m very happy with how all covid precautions are implemented. Going through the airport and security are smooth to get through. Southwest takes their customers' safety while flying as their first priority to provide a comfortable and safe experience.
Could be run more effectively and cleaner. There needs to be more incentives and easier use of online booking and communication. Adding something like random seat upgrades or random seat prizes would be a fun idea too!
Southwest is considered to be the Walmart of the airlines, reasonable prices and pretty good service but, you pay for it by some dumb people rushing and grabbing seats and luggage spaces anywhere they can. If you try to be courteous towards others you'll end up losing your seat and luggage space to a low class usually fatzo.
Best service very few problems....they seem to weather the pandemic well.... generous rebooking policies... they kept my vouchers valid when no one was traveling for a long time. Help is generally good and have a list extended.
Flight was detained on first plane, and barely made it to second plane. Then my luggage got lost on my return trip. The representative were not very nice, and took almost a week for luggage to be brought to my home. I would not recommend them!
Southwest (SWA) is the REAL DEAL! I have flown almost every American Airline Company and Southwest have continue to offer more deals and ways to please their customers. I genuinely appreciate the complimentary baggage offer and not putting this financial burden of their customers. The staff is very friendly and helpful. My family has felt very welcome and safe for decades traveling with SWA. I wish I could have the pleasure to work with such an awesome company with co-workers that has fun personalities as they do! They are truly "Fly the friendly skies" in my family hearts... Way to go and thank you Southwest Airlines!
Great fun people make airport exp enjoyable plus no fees to cancel or change flights way before Covid 19 caused other airlines to do that so they have the process down and it is easy to call them without sitting on hold forever but also easy on line.
The seats are comfortable, service is right on target. Timing is great. Service is always with a simile. Phone operators are courteous, tactful and polite. As are the flight crew. They accommodate when there is a cancellation.
I hadn’t flown in years, I decided to visit my brother in Seattle and I was a little afraid. Everyone I encountered that day couldn’t of been nicer, the flight attendants knew I was worried so they checked on me often. I would highly recommend this airline.
As a disabled person, I find they are always in tune to my needs. It’s difficult to find yourself in a unknown airport especially when transferring planes. They always have wheelchairs and the personnel there waiting for you as you de bark. The attendant knows your name and guides you effortlessly to your next flight. Having flown other airlines, I have been left waiting for help and almost missing a connecting flight. I know when I fly SWA I am treated with the utmost respect.
I like that the airlines doesn't penalize you for changing your flight. I have fly Southwest a lot and every time it has been a great from checking in my bags, to the flight attendance person, even during this pandemic time, the staff has been very positive.
Do not fly with SouthWest if need your friends and family you high maintenance. The flight attendants care about safety first and you second and that's a maybe. We are going from point A to point B and some on to point C. Coincidentally, also one of the three-letter categories that you are assigned if you choose to fly Southwest Airlines.
They overcrowding the plane and no social distancing for everyone the service could be a little faster than they provide. I actually like that they offer free luggage and they are comparable a better price than other airlines and after the flight the luggage shows up most of the time before I get to baggage claim.
Fares are reasonable. I like to travel on Southwest. The employees are friendly so it makes me feel relaxed because I was quite elderly even when I last flew. My flights, of course, have been on domestic flights mainly to the Northwest as I remember.
Very customer-friendly; allowed me to rebook at no charge when my original flight was booked over 65%, so that I would not have the middle seat occupied. They have gone above and beyond to accommodate COVID-19 rescheduling, extending expiration dates, cleaning.
They are timely, courteous and allow me the rates and comfort I need on my travels with them. Their rates are very reasonable and I like that they let you carry-on 2 bags and one piece of luggage can go for free.
Very professional employees and service. Every time I speak with them I do not have problems. I love the cheap flights they offer several times throughout the year. My flight depart and arrive on time, consistently.
Southwest treats customers with respect. They have always allowed a flight change without penalty and no extra charge for luggage. On the plane, the staff is courteous and sometimes hilarious. I enjoy riding with Southwest.
Customer service is exemplary. I have flown with Southwest for the last twenty years and any and every issue has been handled efficiently and professionally to my satisfaction. Many of the flight attendants are not only pleasant, but some are quite entertaining when announcing flight preparation information. Although the seating is not the best for comfort and roominess, the staff both on the ground and in flight have been consistently helpful and courteous.
Right price, convenient, great service and I always fly with Southwest. No baggage fees, easy loading and unloading of passengers. The aircraft are always clean and the seats are as good or bad as any other airline.
I love that Southwest allow 3 bags no fee. All the other airlines charged for bags at 40.00 and up for any and all bags. I also love that there is no class seating. Everyone is on the same level no 1st class stuff.
The flight was smooth, very quiet, and the flight attendants were very helpful. The snacks were very good. The plane wasn’t that tight, lots of room. Had great wifi. Was able to sleep. Bathroom could be bigger though.
Two bags fly for free, staff always pleasant and helpful, good record on safety and timeliness and good prices. Never lost my baggage like other airlines have. Helpful to those who need special assistance and children flying alone.
Flew last weekend with Southwest airlines. They practiced social distancing by only boarding 10 people at a time, and masks required. It was orderly and pleasant is I am used to with SW Airlines. The return flight was full, again organized and everything went smoothly. I was in the rear of the plane and before I was off the aircraft the crew was wiping all the seats and other surfaces. Very impressive!
Always great service, plenty of room and reasonably priced. They are very professional and seem to enjoy their jobs. It is also easy to order tickets and the lines to check in are not too bad. They seem to be at all major airports and their counters are easy to find.
It beats all airlines because it is clean, affordable and everything is on board. You get food, drinks, snacks etc. so it is a great airline. It fits my budget indeed.
Love to travel Southwest. It’s non stop to my destination and there isn’t extra fees for baggage. Always polite and fun to fly with. They're always helpful if you need any information on your flight. Their prices are excellent compared to other flights and always seem to be on time in your arrivals.
I recently flew to Orlando to Cleveland, Ohio via Southwest. This was in February and had a very pleasant flight. All the stewardess were pleasant and we actually arrived ahead of schedule. We had no problems with our baggage as I did on a previous flight from another airline. I would fly Southwest again.
I like Southwest Airlines, the pricing on the tickets is usually pretty competitive for the areas that they service. I like the non-assigned seating, no charge for checked baggage and the friendly staff. It seems they go over and above on the friendliness and inject humor into the flight.
I did not have a very good experience flying to Seattle from Milwaukee in Dec 2019 on Southwest. It was late to begin with and it finally came and we flew. It landed and waited for an hour at the tarmac for the plane to find a port to park the plane. Once we got a spot and got down we now had to wait for the luggage at the carousel. There were only 2-3 carousels on and the airport was over crowded with the previous planes passengers waiting or lost for their luggage! It was a big chaos. The line to file a claim for the luggage was really long! It was almost 2-2.5 hours we had to wait when finally the carousel close to the claim filing line turned on and my luck my luggage was on that carousel.
Love Southwest Airline, from the FREE checked baggage, to the excellent Customer Service received at every point from the Station to inflight. I like that their website has no hidden fees, and seats are chosen as you board, so the earlier you check-in within 24 hours of your flight then the earlier you board to find your seat. You can also pay for “early-bird" check in at a fee of $15-$25 per person per segment. I feel safe flying with Southwest, as a employee owned business I believe not only do they go that extra mile, but their planes are maintained
This no nonsense airline provides the customer service all other airlines lack. Ticket prices are reasonable and you’re not nickel and dimed for luggage ????. This is the perfect airline for intercontinental travel within the U.S. If low cost and great service is what you’re looking for choose Southwest Airlines.
Southwest Airlines has the best customer service I have experienced on any US airline. The people are friendly and not stuffy. Super reliable. No bag fees or change fees really help too. They are my number one choice whenever I fly to a destination they serve.
Recently grounded by ice storm in Richmond, Va - was re-scheduled the next day - got me to my destination - Denver, Co. Delayed by loading of vaccine (I'm proud of that) and handed out water twice. Good idea, Great experience all the way!!!
Very easy to reserve flight. The best value for the money. What I like the most is that is no charge for bags and assign seats. Low cost to enter the flight priorities is the best in the market. It was very easy to chat with customer services when needed.
Living a busy life it’s always good to know that changes are easy and free! That aspect of SW is very important to me. I also appreciate the friendly and human scale of interaction with the flight attendant and the rest of the professional crew.
I have flown on this airplane before covid-19 on several occasions. The flight attendants were always courteous and helpful. The seats were comfortable. The only thing that I don't like about any airplane is the reclining of the seats.
December 2020, I booked a flight for a party of 7 ($3,410.40). After explaining I needed to change the flight, I was told I’d be refunded funds I used to pay for my travel (travel funds). She clarified that was my credit card (within 5-7days). She assured me I could book a new flight, so I did before my refund was posted. Believing this Southwest employee, I happily booked a new flight. When I didn’t receive my refund, I was told to call customer relations. After speaking to the rudest “Customer Relations” Southwest employee, I was told about the voucher.
Clearly this was a big misunderstanding and illogical for me to purchase the same tickets, without using a supposed voucher. Now, because Southwest refuses to see the mistake they made in explaining how I would be refunded. I am without enough money to reserve a hotel for me and my family. Not to mention having thousands of dollars in vouchers to use by Dec 2021. Gotta wonder how much money Southwest Airlines scams people out of money with these fine print disclosures their own employees can’t explain correctly or WON’T explain for the purposes of scamming their customers.
Booked my flight 1/27/20- flight on 5/7/20, I canceled the flight due to Covid. They issued me a credit but told me that the credit is good for the 2 original passengers. I can’t assign the funds to another passenger. They won’t refund me because they didn’t cancel the flight. The supervisor told me that unlike other airlines they didn’t cancel their flights therefore resulting in a specific credit and not a refund. They found a loophole so they didn’t have to refund.
I would give them 0 stars but think it wanted me to add it. They deserve none and I will never give them my business again. I am a 51 yo female on home kidney dialysis with fluid on my lungs, low pth and low red blood cells which all make it difficult to breathe so wearing a mask over my nose causes panic attacks. The attendants were very rude and the pilot pulled back in and they forced my mom and me to get off the plane. I was trying to do the best I could to wear the mask. I was in the front row away from everyone else and facing the window. They just left us in the airport to find our own ride home 375 miles away. As I sat in the wheelchair recouping from the panic attack and the craziness that had just happened, we made our way to baggage claim outside to wait 6 hours (til 11pm) for my fiance to pick us up.
This all starts when I reached to the America then for traveling different states I choose this flight option. Behavior of staff is very good. Overall experience was wonderful and I hope I will travel again from this flight. Food quality as per choices, even have tea according to the my taste. And I can recommend to you try this flight for once in a life. You will loved it definitely.
Booked a flight in December of 2019 for January 2020. Friend's Father was in ICU for a month so had to cancel trip. Then COVID hit in March. Grandparents that I help take care of are in their late 80s so travel and being around the general public is out of the question now. Southwest says I have to fly by 12/3/20 or I lose 100.00 of my $183.00 fare. More than a 50% penalty. They are not concerned with public health nor the current travel advisories. I have flown Southwest for many years but will be using other airlines once this pandemic ends and people can travel safely again.
I flew Southwest twice in the past month having never used them in the past. This was my first experience. I have to say that with everything going on in our world, they made the experience so comfortable and easy to handle. From the first moment you enter the plane until exit, they treat you like family. I love love love the humor when making announcements. We all need humor. Once attendant said yesterday that, "We love you, but we don't trust you so we will be checking all your seatbelts." LOL. The pilots were so kind on the announcements too. It was just a very pleasant trip during a tough time in our world. THANK YOU!
Booked a vacation package on 3/2/20, had to cancel on 4/15/20 due to covid, was told I would receive a refund by end of July. It did not happen. Called back. Said it would be by end of August. It did not happen. Called back 9/9/20. Was told I would have it refunded within 10 days. Still no refund as of 9/21/20.
Judging by the amount of grievances with Southwest Airlines out there on the web these days, the tide is turning for the once well-thought of "friendly" and hip airline we all loved. My problem stemmed from having to cancel an airline ticket I had purchased for last November 2019. I felt it was no problem for me to re-use the voucher within the next year but the Covid-19 scare began a month later and has continued to date.
I called Southwest recently and asked for an extension for the ticket but the woman told me to let it expire, then call them. What?? What kind of a sly suggestion is that for a business to ask a consumer who has paid for their product but has not used it? I couldn't believe this was the response I was getting from Southwest Airlines....I then went to the BBB of Texas and filed a complaint. The next day the response from Ashley **, of Southwest Airlines, was to "just let your ticket expire and call us after that". What? Why in the world would I want to do that? Is this the new way of business in 2020? Southwest, I thought you were better than the others.
I would like to start this out with I have never been so outraged with a company I feel the need to write reviews on multiple platforms. Originally, in August of 2019, I purchased two flights to Mexico. One of them needed to be canceled and Southwest would not allow me to do that without eating the cost of the entire $500 flight. In return they offered me a transfer of funds for a hundred dollar fee - having no choice, I accepted this change. I then went to use the rest of my voucher (prior to the date of expiration) and found that I could not find the voucher id number. The company reached out and said this would be, NO ISSUE AT ALL - and within three days they would e-mail me the new number with an extension of six months time due to covid restrictions - GREAT! Right? - No. They then sent nothing, went radio silent.
So I proceeded to reach BACK OUT to the company (on my time!) and when they reached out again they told me they would not only not honor what had been said but they would now only honor it if they could take another ONE HUNDRED DOLLARS from the $189 voucher. At this point, that would be $200 lost to their customer service department. I really just can’t fathom the inability for such a LARGE company to foot a hundred dollar bill (that I’ve already PAID) and also tell me that there is no one who can be spoken to about this except the one person in the department who is the “supervisor” - I have worked in sales/customer service for many years and this is absolutely ridiculous behavior for a company that prides themselves in the value of the customer experience. Once again, this is money that I have ALREADY PAID to the company that they will have now taken from me - even with a Global Pandemic in the midst.
What happens when your luggage doesn't… What happens when your luggage doesn't make your connecting flight on Southwest Airlines. My luggage was to arrive late. At 9 pm I was told by baggage claim associate “Louis” after he confirmed my bag was in route that I would get a call when it arrived on a later flight at 10pm. I received a call around 10pm that they didn't have my bag yet and would call me when it came in. The following mid afternoon I received a call that my bag had been stolen off the baggage belt.
Knowing my luggage would be there at 10pm, is it too much to ask that it be secured in the baggage claim area? The associates failed to do so. I received an email from Southwest They it is their position that SW will not take responsibility for my loss and I might file a claim with a secondary insurance if I have one. Thanks for the advice! The value of my Pro travel bag and contents is more than $3500. Of which it looks like I am plain out of luck! Through no fault of my own my fly free bag ends up costing me three grand. SW, feel free to contact me and do the right thing. Care about the people that keep you in business.
I tried to purchase a ticket online but the website would not work all the way through the process, so I called their airline to buy a ticket. Their agent Informed me that her computer was also not working and that she was unable to sell me a ticket at that time. I was told that Southwest was aware of the issue and that if I called back in the morning Southwest would honor the ticket price I was trying to purchase.
When I called back I was told they would not honor the ticket price and didn't know anything about a problem! They did however tell me that my call was logged in so they knew that I called but bottom line is SOUTHWEST DOES NOT HONOR what their representative tells you so don't believe them if you have an issue. I guess they don't really care about their Rapid Rewards customers. My mistake for thinking they would work something out but, NO, they wouldn't even discount a ticket. Mind you this is after hours of me trying to but a ticket and being lied to by their rep!
To condense a very long story, I tried to purchase Rapid Rewards points almost a month ago to book a flight for my husband. The purchase "didn't go through" without any explanation. I hesitated but purchased more points. When those came through, I had to book the flight with a representative. I called, my flight was associated with my husband's. I told the rep I needed to book him on my flight. She said she saw my flight and booked his.
I was working with the highest level of customer service rep at Southwest, which they felt the need to tell me EVERY SINGLE TIME I called, so it didn't occur to me that she would book it wrong. But she did. I didn't know she booked the wrong flight, because she didn't tell me what flight she booked. When I saw it was wrong, I tried to call back. They were closed at 3 pm AZ time. I called back the next morning and was told they will not fix the flight. I can pay the difference. The difference is $478 on a $91 flight. There wasn't much of an explanation given besides that there is "mutual responsibility," which apparently means that I am responsible for what the representative did because there is nothing mutual on her end. They are not offering that she will pay for half of the mistake.
Not to mention, the representative I talked to the next day was awful and rude. He would sit on the phone in silence for 30 seconds or more making think I'd been disconnected and then say, "I don't talk on command." I'm not sure what kind of response that is from a customer service rep, but it was infuriating. DO NOT purchase Rapid Rewards points. DO NOT deal with their executive offices. It has been a miserable waste of my time trying to get this flight booked and now I'm going to have to cancel the entire trip.
Do not fly Southwest. If you have a change in plans and a ** child will be going with you instead of a ** child they will not help you. They will keep the money you already paid. Simple as changing a name. They require ID so there should be no problem. You will get no help whatsoever.
Shout out to Southwest again. They continue to prove that flying with other carriers typically isn’t worth it. The change fees, inconsistent staffing and flight delays with other carriers like American Airlines make it easy to choose Southwest. Thank you for the great service and bailing me and my family out of other carrier disasters!! Southwest makes it easy to fly.
Do NOT fly Southwest, unless you like disappointment. I would disregard any review older than 1 year. Because back in the day they were a good airline. I've flown them at least 10 round trips in last year, and every time, their services was terrible, flights are always late and their customer service is terrible and obnoxious! Avoid, avoid, avoid!
I have been flying Southwest for 9 years, and they continue to be my primary choice for flying. When something goes wrong, Southwest will make your experience right. I have several examples of them thinking outside the box for my family, friends, and myself. I am leaving a review because I don't know how else to spread the Southwest LOVE!
Do not book your vacation through SW Vacations. I assure you, especially in a time like this you will regret it. I booked an international trip in the spring before COVID19 got out of hand. The trip was to take place in late April during the peak of the worldwide pandemic. When I went to cancel I was told I would receive X amount in air credit, and X amount in resort credit back to my card. I was not happy with this since I wanted to go on the trip, but when the world shuts down and travelers' safety becomes a life-threatening concern it puts a hinder on those plans. I was told all would be processed and refunded within 14-21 business days because of the influx of calls. I understood the timeline. Keep in mind that I waited 2.5 hours to speak to someone about this in the first place, but again I understood.
I waited 30 business days (well beyond the promised 14-21) and had not yet received any communication from SWA/SWV and no credit back. I called again... 2 hours later I spoke to a lovely lady who told me she could clearly see where I was promised an SLA of 14-21 days, but that it could take several more months to receive the credit. Clearly, that is unacceptable. 1. It does not take that much time to apply a credit. It should not take more than a few days. It should be processed while on the call. 2. We are in a worldwide pandemic where people's livelihoods are in jeopardy. We cannot wait several months for a refund. I decided to reply to some other complaints I saw about this on twitter to SW Airlines.
I was absolutely disgusted to get a response from SW Airlines saying (and I am paraphrasing) that Southwest Vacations is not the same company. They do not have responsibility. I explained that if their name, logo, & branding are on the site, not to mention I receive emails from them acting as 1 company than they are responsible. That is part of your responsibility when adding your branding to what I have now learned is a 3rd party company. So at this point I am frustrated. It's been almost 60 days since canceling due to the pandemic and no credit back per their promise. No one takes ownership, you wait on the phone for hours to speak to a representative, and most importantly on my end I am upset with Southwest Airlines. I have been a loyal and frequent flyer for several years for both my personal & work travel.
I will no longer be doing future business with either because I feel in a time like this it shows the true character of a company. Yes, SWA has agreed to extend voucher usage to a later date which I believe was a nice move, but I do also believe they should be providing refunds on flights to countries that were closed, and that in this particular example they should having the type of relationship with the third party company that uses their name and logo to ensure THEY are doing the right thing by their customers. Very disappointed with the failure on Southwest Airlines part, and would never do business with their 3rd party who manages their vacations again.
We had a flight booked for April with our child who was less than 2 (so she was free as a lap child). To make things easier, for us and everyone on the plane, we wanted to get a seat for her car seat, since prices were dropping. I was told I could rebook the flight for the cheaper price and use the travel funds for that. I did that, but couldn't use the funds to book. When I got someone on the phone again, I was told the extra money is only allowed to be used on my wife and me since it came from our ticket. I was then told the only thing I can do is turn the funds into vouchers, which would be good for a year, but it would take money from the funds.
Being that the funds expired in April and June of this year, and we never were going to use them, I agreed to it, but when we got the vouchers the expiration date was the same as the funds. When I tried calling, tweeting, and messaging, I was just told that whoever told me that information was wrong and I should just be grateful for the opportunity to get travel funds in the first place. So I am not out $278. If I was never told misinformation from the beginning, I never would have rebooked for a lower price, and the funds, I currently have, would include that money. But because I was, my funds are now short that extra money and they are doing nothing about it.
On top of this, they are not offering refunds at all, but found this on DOT **, that they have been mandated to at least offer the refund and that never happened. This is not to mention, them telling a flight was canceled in September (which it wasn't) causing me to miss a friends wedding and last April them not letting me on the flight because we got to the gate "late" and they gave our seats away only to be told later that there were more than 15 seats still available on the flight.
First, I am a Disabled Senior with high underlying medical issues that is a HIGH RISK for the Coronavirus. CDC advised people of color with High-Risk Medical Issues to stay at home. Normally, I do not fly but wanted to participate in a Family Vacation. On 01/11/2020, I placed reservations from Houston to Long Beach, CA for a cruise but there were more Senior citizen deaths, and more people diagnosed positive for the virus. I called Southwest Airlines to see how they were handling reservations with unavoidable issues. On a fixed income with a medical issue such as Diabetes, High Blood Pressure, Chronic Kidney Disease, and mainly respiratory issues. I needed to cancel the flight and cruise...
Unfortunately I would have lost over 1900.00 for the cruise and 360.00 for the flight, Therefore, Southwest Airlines offered one option and that was a discount on the flight. Their $204.00 they could have refunded but would not so place it to be used on a future flight. I explained I do not fly so it would not benefit me but they would not refund it. On today 05/04/2020, Carnival canceled the cruise because it wasn't safe for the July 11, 2020 cruise. Fortunately, Carnival cared more about their customers and provided 2 options. I decided to request the second option of which 100% refund. I do not understand why Southwest Airlines does not assist its customers, especially Very High-Risk Medical Issues. Southwest Airlines would rather risk the customer's life than lose their bottom line/revenue.
Long time flyer in SW rewards program. Booked 2/2020. SW cancelled 4/2020 two days before flight. No notification. SW auto rebooked on much later flight. No notification. Per DOT/FAA rules, a passenger is due a full refund regardless of reason when airline cancels. Passenger can elect to let airline hold funds, but they cannot just keep them or not notify passenger of changes. No refund offered. COVID-19 shut down destination travel hotels, entertainment, restaurants, etc. Not possible to have a vacation. Additionally rental car was lined up with flight arrival. Rental agencies cancel reservations one hour after time booked. No exceptions. Hotel cancelled and refunded a day before travel. Therefore, we could only stay in airport for entire 2-week vacation. SW cancelled due to COVID-19, so why rebook without notification? SW surely knew which states issued closures and restrictions, but ignored that information.
Calling SW CS only gained some patronizing and irrational dialog. As a senior I will no longer travel by air. In short, SW is a greedy, inconsiderate of passenger health, safety and well being. If I cancelled because I caught COVID-19 and had to stay home, you can bet they would keep every cent. However, when they cancel they want to keep every cent too. As someone who has limited time left on this planet, I must move on, but never again. Flyers beware! Remember the US Taxpayer is bailing out the airlines with FREE grant money and 1% loans in $Billions. They should at least treat passenger with decency and respect for this unexpected national and state crisis. As a business you take risks, but apparently SW wants to win no matter what. Well, the small people, have friends who have more friends and influential contacts. We will remember. User's recommendation: If retired Drive everywhere.
I am absolutely appalled at the customer service me and my girlfriend received at the Philadelphia airport. She had purchased a ticket for a flight on April 24th about a month or so in advance and it got canceled within a week of said flight. Okay, not the end of the world. The very next day she rescheduled for a flight on April 25th. This flight was then also cancelled. But then, it wasn’t. It was available for scheduling again on the website, so my girlfriend just rescheduled for the same flight again. It was odd, but the flight was available again, so we just went with business as usual.
So we drove to the airport, an hour and a half drive, and when we get there she types in her confirmation number and it says the flight has been canceled. Now, the previous two cancellations came with a notification saying the flight had been canceled. My girlfriend checked for one the whole drive there and did not receive one. Needless to say after the drive, this was a frustrating revelation. We spoke with an attendant at the nearby counter and explained the situation, and she told us that the only thing she could do was book us a flight for the following morning at 7:00 AM. We’d need to be there at 6:00 AM which meant we’d have to leave at 4:00 AM. This was not convenient for us, and it meant we’d have to make another 3 hour round trip drive.
So we found ourselves speaking with a different attendant regarding what happened and asked if we could be transferred to a flight with a different airline, something many other airlines do in these situations (my dad, a million mile flyer, can attest to this) only to be told this was impossible, despite there being an American Airlines flight in a few hours with lots of available seats. I explained my lack of confidence that the flight the next day would actually go out, and the attendant expressed that she also was not confident.
As the conversation went on, things got heated, with a supervisor stepping in as the original attendant began yelling and accusing us of lying and saying that we known it’d been canceled before driving an hour and a half out to the airport, which makes no sense. The supervisor told me he refused to speak to me because I wasn’t the passenger, despite this nonsense affecting me too since I have to drive and house my girlfriend for the remainder of her time here. We were told that our options were to keep the flight for the following day (the one the attendant originally had no confidence in, but now in the presence of her supervisor couldn’t accurately say how likely it was that it’d go out) or to get a refund in the form of a voucher for another southwest flight. Neither was a satisfactory solution given that, as far as we could tell, this was an error on their end.
I’m struggling to convey the rudeness, hostility, and apathy we were met with in this situation, but I can promise you it was genuinely upsetting, with my girlfriend choking back tears during the exchange before breaking down in the car afterwards as we drove home. I’m left expecting a similar experience for the following flight, and the whole experience has left us feeling as though we will never travel with Southwest again. This behavior was absolutely unacceptable, hurtful, unprofessional, and unaccommodating.
I booked a flight on SWA and the system told me that I had travel funds available and it would apply them. I was asked for a credit card to pay the difference so I did. I ended up cancelling this flight and then I booked again later using part of these travel funds. I selected Early Bird Check-in which it also applied travel funds to. Then I saw an alert from my credit card so I called in to fix the problem with the system not using the travel funds.
The first time I called, she cancelled the current flight record and created a new one, refunding my payment and the early bird check in or so she said. She then told me that travel funds couldn't be used for early bird check in. I told her that the system just allowed it but through some glitch it charged my credit card, which was a bit scary from a security perspective because I never provided the CVV code. How did they do that? Anyway, as it turned out, she did credit the price of the trip but never credited the Early Bird check-in and actually charged me for it again.
The other issue I have with this is that I asked how crowded the flight might be and she said she couldn't tell me that which I know is not true because I've been told before. I then came to understand why she wouldn't tell me because I didn't need early bird check in with only 7 passengers on the flight. Also, I had checked the box on my disability, so I didn't need early bird check in at all! My credit card statement came and I saw the 4 early bird check in charges and a charge for the original flight that I had used funds to pay for except the difference in the amount, however the charge was for the full ticket price.
I called customer service and after waiting 25 minutes, I got an agent on the line. I explained all of this to him and he started checking. I don't know what he was checking but he kept me on the line for 30 minutes with his shenanigans, because he finally told me that he didn't have the authority to help me with any charges incurred. I asked him why he couldn't tell me that within the first few minutes when I told him that I had received my credit card statement and I had been charged incorrectly. If he can't help me then what is he doing? He said he wasn't allowed to tell me that he couldn't help and I asked him how he could tell me that after 30 minutes if he couldn't tell me after 2 minutes. He didn't have an answer. Bad customer service. He gave me another number to call - yikes! Dare I call it or should I just raise a dispute through the credit card company?
Recently had to cancel reservation because of virus. Credited for flight but will not credit $100. for advanced boarding. I guess I am supposed to be happy with 1000 mi credit. What a joke, GREED wins out over fairness.
I had a flight booked for 3/29/20-4/1/20 from Cleveland to Vegas. Well I cancelled on 3/20/20 due to pandemic and Vegas was just starting to announce closings. I was refunded my points and booking fee but they would not give me a credit for my early check in fee. They said it was non refundable to wich I explained I just wanted the credit to use it when I rebooked. They gave the usual corporate response but would not give a refund. I told them again I didnt want a refund just a credit but got no further response. It says when booking it is non refundable and if this was a normal situation and I cancelled I would not expect one but this is not a normal situation and Vegas is closed. It is not a lot of money but it is about doing what is right.
We purchased tickets to Florida before the Covid19 outbreak. I had to purchase the Earlybird check-in since I'm claustrophobic and need an aisle seat. Since the Covid19 conditions do not allow me to fly because of an underlying condition I called to cancel the flight. They gave me back the points I had used to purchase the flight but not the $200 for the Earlybird. I would think at a time like this knowing that people cannot afford to just lose money on something not usable they would refund it. I was told it is a non-refundable amenity, and would not be refunded just because of the circumstances we are all in that is not our fault. I am sincerely disappointed in Southwest.
After flying from Indianapolis to Atlanta we had a 4 hour layover until our flight to Oakland. My girlfriend has a service animal and we had to the bathroom. We were in Terminal C and there were no pet relief areas open in the entire terminal. We had to walk 20 minutes to terminal B to find an open pet relief area. When we came back they had closed the doors, 15 minutes before the flight. We explained to the lady at the gate that there were no pet relief areas open yet she would not let us on the plane. We then watched the plane for 15 minutes sitting and then it backed out and left. There was plenty of time to correct the situation. The 2 representatives at the counter were Paree ** and a Manager Lajuan A. She laughed and said "Oh I figured you were walking your dog because I saw a service animal on your reservation." I fly twice a week and I used to prefer Southwest but no longer.
I was a Delta Platinum traveler for many years when I owned my last business. After selling it a decade ago we pretty much switched to Southwest for price & convenience. We always pay for Early Bird Check-in for each leg of our flights, $20 per. Due to a sudden diagnosis of breast cancer for my wife, I had to cancel a flight for a family visit, then only a few hours later was able to re-book after we scheduled doc appts, etc. unfortunately only to have to cancel again w/ in a day due to an unexpected surgery opening that came up on doc's schedule that we chose to take advantage of. I was under the understanding that SW applies your previous purchase $$ to subsequent bookings, actually 1 reason we use them.
When CC statement arrived I found out they did NOT refund or apply the $120 Early Bird fees on any of the legs. OK, I guess, for the 2nd reservation as we never re-booked, but the 1st one was cancelled & re-booked literally w/ in 3 hrs. One phone rep told me we should get our $40 credit, another in a diff department said "no". Turns out we had to change the flights on the 1st reservation to what we wanted on the 2nd rather than re-book on a different itinerary as we did. Wasted $120....which will definitely come into play when making future reservations on SW for sure.
Southwest Airlines provided very friendly service from the beginning, picking the flight, purchasing the ticket, seating, snacks, and on board service. I will definitely use this airline again. They made flying an enjoyable experience.
I always try to fly Southwest, because they don't nickel and dime you during the process. I like knowing I can bring two bags; though I rarely do. I like that I can cancel or postpone a trip without penalty; though I rarely do. I like that I get a straight answer to my questions when I call. This is the way it should be.
My husband, myself and our youngest son booked a flight last April to see our 22 year old son graduate from Basic/Advanced training in Columbus Ga. The price for the three of us was very affordable. We love that they do not charge for our first luggage so that saved us money, which was even greater. We proudly attended graduation and spent quality time with our son.
On the return flight, I sat next to my husband who was sitting in the aisle seat. He had lost 50 lbs after heart surgery in 2017, so his ring was a little loose. While serving us our beverages, the flight attendant reached down next to his seat picking up a wedding band and asked if it was his. Yes, It was his! We were so grateful she found his ring before we left the plane. He would have been devastated to have lost it. It has special inscription inside. We had been married 24 years at this time. He finally put a ring guard on it after we returned. I am still so grateful for the service of that flight attendant to this day. The entire crew was up to par. Southwest will always be my first choice in domestic flights in the US.
We have loyally flown Southwest for years. However, recently the bad experiences have been accumulating. They started with experiences involving the lack of notification or even reasonable explanation when delaying flights (for hours). Accumulating with experiences involving rude and dismissive crew members and airport employees. Until the most recent experience regarding cancellation of a flight due to the COVID-19 pandemic.
Of course, SOME of these experiences can be found with probably any airline or company. However, when an incident extremely disrupts your travel, I am a person who will bring it to the attention of Customer Service and expect some level of compassion. That said, each one of our recent bad experiences has been met with the same total disregard for customer care from every single person. This includes agents at Southwest Customer Relations and all the way up to Southwest Airlines Corporate Customer Relations.
The most recent of these incidents being with respect to the COVID-19 pandemic. Once Federal, State, and Local Governments, schools and communities all headed the advice of the nation's leading experts that it would be social irresponsible AND life-threateningly dangerous to travel, my family and I were forced to cancel our vacation plans which involved a Southwest flight.
Every other vendor involved in our vacation plans was accommodating and understanding as this pandemic is affecting us all. Southwest Airlines offered NO option or deviation from their normal policy and gave us flight credits equally divided between each passenger, with an expiration date. Though their normal cancellation policy is one of the worst in the industry, as Southwest customers, we understand and usually accept it. However, this situation, as most every vendor of services across the nation agrees, warrants an exception to policy. At the very least, in the interest of CUSTOMER RETENTION.
We were involuntarily forced to cancel our flight due to the pandemic and, ultimately, will most likely be unable to put the same trip together prior to the expiration date given, even if the pandemic were to subside tomorrow. Yet, everyone I spoke with at Southwest Customer Care and even up to Corporate Customer Care gave the same answer: "Unfortunately, we are unable to accommodate any request to change. The credits must be used or they will expire". My family and I will never fly Southwest Airlines again!
Southwest goes above and beyond to make sure their customers are happy, plus they offer one free checked bag... that makes a big difference. Plus they go out of their way with customer service and are so friendly and planes are kept so clean.
I have been flying for many years on business trips. I have been using SouthWest also for many years because of the on time departure and arrival times. I can say I was never late for a meeting because of SouthWest Airlines. Of course weather delays happen but that is out of their control. All the SouthWest employees from the pilots, flight attendants, terminal employees and ground crew have been very professional in every way. From a scale of one to ten, I would rate SouthWest a TEN.
Do not shrink the seats anymore than they are now. In fact larger seats would be better. Free water would be good. Snacks are fine but go around more than once on a flight. More updates on flights at terminals would be good.
All personnel are incredibly courteous, helpful, and efficient. They almost always know the answers to my questions, and if not, take the time to check other resources rather than being negative. Personnel are flexible and work to accommodate my needs. Planes are clean and on time. Fares are often cheaper than other airlines. I can usually get a direct flight to my destination. Capable personnel, clean planes, punctual departures, and low costs make Southwest Airlines outstanding.
We always save money and enjoy flying on Southwest Airlines. The staff is always friendly and the 737-800 for long haul flights has extra legroom. Two free bags per person, best baggage allowance in the airline industry.
Southwest Airlines has professional, experienced, friendly and kind staff. I have traveled all US airlines and Southwest is number one by far the best. if you have to travel Southwest Airlines is the best staff is organized, helpful and courtesy. Southwest is my go to airline.
Called SWest in regard to canceling my flight in the midst of the pandemic. I am 81 so am very vulnerable. Traveling from MKE to Norfolk Va. 3/24/2020. To the Outer Banks to visit cousin. Outer Banks closed yesterday to visitors so can’t get there. Can cancel ticket no problem except I used 2 vouchers worth 250$ (expiring 4/12/2020) to pay partially for ticket. Their policy is if I cancel I have to pay 100$ to reinstate the vouchers. They are then good for an additional 6 months. Are you kidding, we are in the middle of a worldwide pandemic and they cannot waive or extend these vouchers or reissue them.
What really outrages me is these vouchers were issued to me for damage to my luggage in partial payment. What kind of idiots run this airline. Really. Even went to cooperate with this. Asked the woman customer service if this was happening to just a few of us and she said no. Most of their calls all over the country was about this issue. And the gov. wants to bail out this group of self serving jerks who are making millions. Give me a break.
Southwest has tight seating but the rates are always on the low side and the employees seem happy, friendly and helpful. The boarding goes smoothly and overall the flight is not stressful except for the legroom.
I like everything about this airline and their employees. Flight attendants go through a lot and still they stay as positive as they can with all the "different" issues they experience. I try not to fly anyone else if I can help it.
I fly this airline several times a year. I love their no change fee and direct flights. They are usually on time and a dependable airline. Also they do not charge for baggage which is a plus. The stewardesses are usually very nice too.
Our Experience: My Husband purchased a non-refundable ticket June 20, 2019. He was unable to make the trip. He received a credit to use the ticket by June 20, 2020. We had plans to Attend a Wedding In New Orleans March 28, 2020. We made reservations with Southwest Airlines January 15, 2020. However, because my husband already had a credit, he applied the cost of the ticket to New Orleans trip from HIS PREVIOUS credit reservation, which left him a BALANCE on the PREVIOUS Reservation. MY reservation was on a DIFFERENT Confirmation Number for the New Orleans trip. Southwest Airlines combined the reservations without notifying us. Because of Covid-19 the Wedding will not take place. We THOUGHT Southwest would be more flexible in dealing with the pandemic. THEY ARE NOT!!!! We can call "AFTER" his Expiration Date of June 20, 2020 to Cancel.
Southwest stated if my husband does not use his credit by June 20, 2020 it will cost him $200.00 out of the credit of $387.00, to extend the remaining Balance of $187.00 for 6 months which Southwest is calling a "Luv Voucher" ($100.00 will be deducted from the PREVIOUS reservation he had, AND $100.00 from the NEW Orleans reservation that was made). Depending on WHEN the next flight will be, I am SURE he will have to PAY THE DIFFERENCE for the next reservation.
We don't know the timeframe of this pandemic and still may not be able to complete a trip by June 20, 2020. However we feel FORCED and PRESSURED to use the credit before the expiration Date of JUNE 20, 2020 so the total amount will not be lost. SOUTHWEST AIRLINES YOU are only adding more STRESS to an already STRESSFUL situation by not amending your Policies during the Covid-19 crisis. I understand the non-refundable policy....but this (COVID-19) is OUT OF OUR CONTROL. MAYBE YOU DON'T VALUE YOUR CUSTOMERS AS MUCH AS YOU CLAIM!!!
Very good to work with, such a great experience! I wish I had switched to Southwest years ago! The service was great, very friendly and easy to change flights without fees! The experience on the plane was also much nicer, boarding, etc.
This Airline is probably the cheapest you're able to fly because they let you check two bags free. Almost all of the people I've come in contact with our friendly polite and cheerful. I'm very much like the fact that it's open seating whereas every other Airline you have to choose a seat beforehand.
Due to covid19 I had to cancel a trip to my for a wedding. I used travel credits to schedule my trip since my last trip was cancelled due to hurricane Irma. I was told that I had to use by 3/30/20. I said impossible since I purchased for a wedding. Both the CSR and supervisor refused to give me a credit. Their names were Rosanne and Leonora. I feel this is unfair since the president has declared a state of emergency. I am sure there is something that can be done to provide a credit to my account your help in this matter is appreciated.
Southwest cancelled my flight, but did not tell me I had been switched to another flight for over a month. I found out when I was preparing to check in. I had two days to make changes to AP parking, pick-up times, and involved a six hour layover and a missed meeting. Their response was I'm sorry and a 50 dollar voucher.
I canceled early a flight from Chicago to Houston because of the Coronavirus scare. It was going to be a visit to friends. It was sooo easy to cancel. No questions. Assurance that the credit would be viable for one year. What a polite, professional customer service agent!
Very good???? Safe and comfortable. Truly recommend and more. I like the rewards for the customers and safe money. Every one needs safe.
I fly Southwest very often. I have always received great customer service and fair pricing on flights. I would appreciate some better snacks and perhaps an entire beverage instead of a small cupful, but other than that I am please with this airline.
Love everything about Southwest. By booking online and utilizing the wanna getaway fares, I always score big savings. Fly with two free bags and no extra charges when flight changes need to be made. Most importantly, I’ve never encountered a Southwest employee that was not caring, professional or courteous.
We always try to fly Southwest. It has always been our favorite airline however on March 9th we flew home from Vegas. We had our TSA. The employees going through the Check in were so rude. We couldn’t believe it. I know it wasn’t because they were in a hurry because we arrived way early. As a small business owner I certainly wouldn’t want these people working for me. I believe it was flight number 393 leaving for Kansas City at 3:45 pm.
Seats are not reserved but they were extremely helpful to me, an elderly woman with a walker. They made sure I got on early and that my walker was stored. They had it out and waiting for me when I left the plane.
I use Southwest airlines all the time for my travel from Arizona to California. They have enough of flights to choose from but I wish that they would be able to offer instead of 14 day advance seven day advance would be great because sometimes it lasts in a travel especially with the state so close you would like to take advantage of those fares. Their customer service is great and when I had to cancel the flight all they did was add to my profile which was great. Now I could use it for other flights.
The employees of Southwest Airlines are very polite and helpful. At one time when we had to use American Airlines when we arrived at our destination I was in a wheelchair and I was left at the gate to wait for the amendment to take me to the baggage area. I was left there for about 15 minutes and I started to worrier I would miss my ride so I started to go on on my own and it was very hard to go because it was uphill and then a Southwest Airlines employee came by her way to their gate and she saw me struggling and ask me if I need help and said yes but that I was an on an American Airlines passenger and she, "That's ok. I will help you to the baggage area," and she helps me get my luggage and took where my ride was waiting.
I just canceled a flight due to the Coronavirus and was shock to see that Southwest will not refund my $50 for early bird check in. I find it shameful that they will pocket this money. For an airline that says it loves it customers but when a national emergency hits the only love is for money.
Recently had to cancel a business trip because of COVID19. The University of Colorado has restricted all travel due to COVID19, including my trip. I am a physician and frequent traveler and all other hotels/airlines have refunded fees due to COVID19 related travel restrictions. Southwest is alone in not doing so and should be ashamed of themselves.
The number one reason I fly SW is the safety factor. They put safety first. Once on a stop over flight they told us it wasn't safe to fly because of severe thunderstorms. They allowed us to disembark the plane and get refreshments in the terminal. Some people were complaining, I for one thanked the attendant for the safety precaution saying I didn't care how long we had to wait as long as I got to my destination safely. The second time we had to return to the terminal because of a computer issue. SW did everything they could to put everyone on later flights and compensated us too. All their employees are helpful including when you call SW. Thank you SW for taking care of me and my children who are frequent flyers for business trips.
I LOVE everything about Southwest. They are super friendly, free change of flight. If I can’t fly, I ALWAYS get all my points back. Super easy to work with and to resolve any issue. They are not greedy as all other US airlines.
Very good for handicap and children and of course no luggage fee. All the staff are excellent, and are ready to help when asked. When booking our flight Southwest makes it very easy, I need a wheelchair to get to gate, when I arrive the wheelchair is just a few minutes away.
On a recent flight from FLL to Albuquerque we had a layover on route. It might have been a long day for the crew but their service was well below the high spirited cabin crew that normally serve their guest travelers. On a scale of 1 to 10, I would give them a 4 or 5 at best.
The only airline I will fly, every flight I have been on for 18 years that I'm living here has been so great that the time goes so fast I forget it's two and 1/2 hours, the staff goes beyond what they need to do, many years ago we even had a staff member doing tricks, she was great, I love this airline.