Southwest Airlines Reviews

I've been a long-time Southwest flyer and have always enjoyed this airline..until now. I'm now seeing a crack down on silly policies that clearly show they don't care about the comfort of their passengers OR logic. Today's scenario is that I am a business traveler that paid over $600 for the "choice" (one of their many upsells) flight. "Choice" includes free "same day" flight changes. To get home early, which I've done many times, I just wanted to change from the flight I had at 7am to the red eye that leaves at 11:55pm the night prior.

I will not book again with Southwest Air. The airline staff need a lesson in customer service. You see, the airline allows you to have your pet in the cabin if you drag them and stuff them under the seat ahead of you. So, we flew Southwest recently, and my little 6 lb yorkie poo toy got on after I gave her some puppy relax chews that were recommended for them when they fly and are safe. My dog was still anxious, and we let her fall asleep in our lap.

This airline is disgusting. Second time in a row that my seat and table have been filthy. First time it was sticky, dried, dark colored soda. Asked flight attendant for a wet wipe and she said "I don't think we have any". I said I'm not sitting down till this is cleaned. They found a Clorox wipe. This time it was coffee residue and some kind of chocolate nut candy. Been flying SWA for 30 years and it just gets steadily worse, however, the slope of the line for badness has fallen off a cliff.

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

The delays with this airline were ridiculous. Going and coming back from my trip, there were several hours of delays. I missed an event I had planned to go too. I have a disability. I was left on the bridge waiting for a wheelchair. Nobody ever came. The pilot finally got the wheelchair himself after seeing I couldn’t stand anymore! How do you do that to somebody??? While the pilot and flight attendants were helpful, which is making it harder to write this review, the delays and disregard for someone with a disability was disgusting. This is the second time I’ve experienced a problem with someone having a wheelchair ready for when I exit the plane. I reserved this before flying. I will not be flying this airline anymore because of the danger it’s causing me. I also will not pay that kind of money and have days of delays. It’s just not worth it!

30 plus year Southwest customer. Always have been satisfied with the service until these recent policy changes. They nickel and dime you for everything now. The $45 bag fees are crazy! My wife and I both have Southwest cards so we got 1 bag each.... but had to pay another $135 for our kids' bags. The reserved seating is a TOTAL FAILURE!!! The back of the planes are packed while the middle to the front rows are near empty. If they don't wise up and go back to being the great carrier they once were, we will no longer be customers.

Southwest Airlines hands down has the worst customer service. I was an A List member, but due to consistent poor customer service from their front desk personnel, coupled with major miscommunication that left my partner and I stranded in Costa Rica, I’m done. Southwest literally left us stranded in another country with no way home because they cancelled our flights without telling us. No phone, no email, no app updates, nothing. I will gladly pay to use another airline and build loyalty elsewhere. I highly suggest if you're shopping flights, don’t bother with SW.

My wife is stuck in Reno. Southwest let her use her oxygen machine on the flight from Dallas but now says it's not approved. Would have been nice if she was told this in Dallas. Wouldn't be stuck 1700 miles from home. Trying to figure out a way to get her home.

I used to be a big Southwest fan--not anymore. It's horrible now! I just returned from my first flight since their assigned seating changes. They don't let you specify your seating preference anywhere and you can't choose your seats when you purchase your ticket. I checked in online 24 hrs in advance and they automatically assigned us a window and middle seat. I called to ask if there were any aisles/windows available instead and they said nothing was available unless I wanted to pay extra. I found that hard to believe. Sure enough, the flight was only able half full and there were tons of windows/aisles directly around me. The aisle in our same row was even available! She flat out lied! Fortunately, the flight attendant let me move over to the aisle seat. Same thing happened with all the other legs of the flights.

Southwest has gone to complete crap. Nothing but foreign Indians answering pretending to be from America and when you ask what city they're in, they all they hang up on you when you try to get questions answered. This airline is worse than Frontier and Spirit at this point. They charge for a premium ticket but you get below premium service, seats, group boarding. DO NOT FLY SOUTH WEST. Pure garbage.

Paid for upgrade packages that included seat upgrades and checked bags, and they still charged extra for bags, total rip off. All Southwest flights are late, all other airlines are on time.

If I could give a negative 10 star I would. This Airlines is worst than Spirit. I would fly spirit 1000 times over due to the lack of anything that SW had to offer me. I tried to schedule a earlier flight home due to a death in the family. South West wanted to charge me more than my original ticket was. After explaining my situation they have nothing to say but beat me down for more money. The fact of they do not take pride for individuals with family being laid to rest is just shows what kind of airlines it truly is. This was my first an last time flying with this airlines. If I could encourage anyone else please save your time an hard earned money an fly with someone else. Because if you ever have a situation like me they do not care at all about their customers.

I recently traveled with Southwest Airlines and encountered several challenges that significantly impacted my overall experience. The journey began with an uncomfortable situation where I was advised that I needed to purchase a second seat due to size, despite the fact that the three of us were comfortably seated in the row assigned to us. This was both inconvenient and frustrating.

Can I leave ZERO stars? Southwest charged me twice for my ticket. After contacting them three times, there is nothing they will do to reimburse me. My bank account is in the negative 570 dollars. I bought the ticket so my wife could visit her dying father in the hospital, and now we can't afford gas for her to leave the hospital and get to the airport to make her return flight. The airline won't reimburse us for the return ticket either. This is like an episode of the twilight zone. I am beyond upset.

You might as well show up at the airport the day you want to fly and look for flights because they sell your tickets you paid for 6 months ago to standby passengers and bump you 2 days. Bring a tent and sleeping bag so your vacation stay at the airport is comfortable. That's the only place you're going.

We flew SW several times a year since 1974. With COVID we stopped because of the severe crowding of the flights. We have a enough flight miles to fly free for many times, but with the current changes and the unreliability of flights, departures and arrivals we likely will never fly SW again. We are currently getting rid of our SW credit cards and will never do business with them again or use their credit card. They are done.

I HATE the new assigned seating! That was the main reason I used to fly Southwest. It takes considerably longer just to board the plane now! Now I have to worry about overhead baggage space and can’t choose who I want to sit next to.

I read every day how bad Southwest changes are. I am a frequent flyer with this airline. Only one time since the seat change have I had an issue stowing my carry on. I do not see or understand all of the complaining. For the overweight people that I am reading their complaints, get over it. I do not want to pay for a seat that someone is spilling over on the side I paid for. Not being a bad person, just facts. I have dealt with this several times over the years. I would like to see that person being more compassionate to the person they are crowding in on and not so selfish. If a second seat has to be purchased, the seats are refunded post flight. This is not a big issue. Let's not make it one media!

DO NOT FLY WITH THEM. They changed their policies. They randomly assigned me & my partner Separately and unapologetically didn’t understand my severe anxiety with flying & then threatened me I wouldn’t be allowed on the plane. We would have had to pay another $200 just to sit together!!! I will NEVER FLY with them again.

Was on a flight in Baltimore, literally 2/3 of the plane was empty and still was told could not switch seats because I was not assigned the seat I moved to even though it would put me closer to family. What is going on? I used to be able to change seats with other passengers and talk with people so much easier and flight attendants were so much nicer.

Did ANYBODY ever heard of Holding up A Whole plane of FULL people for ONE CREW member coming another state 3 HOURS OUT? 😡(Call another employee) You have many! WE'RE LEAVING AT 7 pm …. Now 9:35 most of us are missing our connection flight But Southwest doesn’t CARE …. It’s the weather. WELL IT WAS STORMING WHEN OUR FRIENDS TOOK OFF THIS MORNING…. So that Excuse is LAME.

I don't even really know where to start.... We booked a flight from SJC to DCA for 3 passengers several months in advance paid for the Choice Extra to make sure we had the leg room and more importantly full cancellation if needed. 48 hours before flight we find out that our sons school also purchased him a ticket so he had two tickets on the same flight. I called then and was on hold for 1:30 and finally hung up.

Been a SW and SW credit card customer for over 20 years. Do not fly any other airlines except SW unless SW does not have a flight or timings are not convenient for my travel. Recently booked a flight for my daughter to travel from Miami to Chicago Midway. Paid the extra price to get a confirmed seat for the Miami to Chicago Leg of the flight. All issues began with the return flight, in which I did not pay any extra money to confirm the seat. First, I get an email requesting to rebook her return flight. SW would offer a voucher, etc. We ignored the email as she needed to get back by Sunday night for class on Monday. Saturday night, we get an email saying they canceled her Sunday night flight.

Not only has Southwest sold it soul to corporate greed — baggage fees, fares no longer even close to reasonable, and now pay more for your seat, they don’t provide any customer service. 57 mins waiting to talk to customer service because their crappy website can’t even provide simple actions like adding a trip that does not show up on the app. Wow, what a quick decent to all out greed and NO customer service. Sad. Southwest, remove Luv/heart from your logo. There is no love anymore in SW. ☹️

Recently traveled on Southwest since they added assigned seating. We received assigned seating when we checked in. They put my 4 year old sitting by himself. When I asked if they could fix it they told me since I didn’t pay for an upgraded seat selection they couldn’t help me out. I asked them if Southwest was ok with a 4 year old sitting by himself. They wouldn’t answer the question. I have been flying Southwest for years and all these changes this is the last time I will fly Southwest.

So here is the problem. Conventional wisdom says, load planes from back to front. Unfortunately, customers put their bags in the front of the plane while they are sitting in the back. So, we are Southwest preferred members with row 10, but we were group 5. This loading procedure caused us and everyone else in the front to not have place for our bags. Even though we paid for these seats and are preferred members. Then the stewards are rude when you have a suggestion, acting as if we are in the wrong. It is time for companies and their employees to actually listen to common sense and just apologize when seemingly smart people make stupid mistakes.

Absolute horrible. They leave tons of seats wide open and cram everybody else together. Flight attendant are rude. Flying from Oklahoma City to Phoenix with a half empty flight and everybody cramped together.

Southwest needs to review their new boarding policy. I just traveled with Southwest a few days ago and paid extra to sit in row 8 but when I boarded in group 6 we had to store our bags in row 11. This was highly frustrating when deplaning. Allow the people who pay extra to sit forward of the exit rows to board first so they have access to the front overhead bins. It only makes sense. Do better Southwest or ask your customers for suggestions.

I have flown Southwest Airlines for years. They have turned what I loved about an airline to what I loathe about an airline. 1. Jacking prices. 2. You have to pay for priority seating just to get an overhead space for your tiny bag above your head. If you don’t get on first then good luck getting overhead space where you sit. No one is manning it. No more first come first seats but your bags are first come first serve.

My son was booked on a Friday early evening SWA flight out of Cincinnati only to arrive at airport to be told he was rebooked on a flight leaving the next day. SWA provided no notification of itinerary change or explanation. The SWA website did not show any flight delays. He was one of 12 passengers at the ticket counter affected by this random change. He needlessly incurred $80 in Uber fees to/from the airport. Worse yet, SWA did not officially cancel the flight, so travel insurance will not cover the disruption or reimburse extra costs.

SWA new policy has cost them efficiency. The boarding process is slow. No longer for a business savvy traveler who could opt in for early check on and pay for convenience, you are now relegated to a cattle car mentality. Jammed into extra small seats and windows not required to be open for takeoff and landing. It is the last time I will fly this airline until they replace their poor boarding and seating process. In the meantime I will donate my accumulated mileage to someone willing to put up with the inconvenience and poor value for the money. Very disappointing for a company who used to lead the way in air travel.

I have flown ONLY SOUTHWEST AIR since I was 16. I am now 70. I’ve also held their credit card for many years. I have only had two delays in all that time, and they made it up in the air. Customer Service was Amazing from ticketing to flight attendant! UNTIL this last flight. I flew from Las Vegas to Kona, Hawaii. Customer service was horrific from beginning to end. TSA agents all very rude. I had to change my flight and return two days early. In Las Vegas I had an issue with my real ID because I couldn’t obtain one before I left. I had to fill out paperwork and pay $45, which I expected. But the email never came through proving that I paid, which is why I had to pay twice. I actually did it three times but it only was charged twice. When I did it the third time I decided to take a screenshot of the payment App approved. Then he let me go through with that. Not so lucky in Kona. That’s where I changed my ticket to return early.

We have flown twice with Southwest in the last three weeks and things have not been good. There is no flexibility, many flights are delayed or the time between connecting flights is so tight that it can only be done without a food or bathroom break. We have been extremely disappointed with their new assigned seat. SWA credit card holders are given a “perk” of boarding no later than group 5 but it is ALWAYS group 5 and you better plan on boarding pretty much at the end. Not many people left for group 6 and beyond.

Worst company ever. 20 min delay for boarding. 1 hr wait before taking off. Never use this company again. Quality is terrible, staff is rude, service is not up to the standard of the competition. Which is already low.

I am very unhappy with Southwest's new rules and programs. I can no longer get flight credits and I have LOST old flight credits. I was told before the changes that these would not expire. I've been a loyal customer for years, have a SW credit card and have amassed quite a few frequent flyer points. I plan on using the points and closing my credit card (the annual fee has doubled). Also, their prices are no longer less expensive than other airlines. Goodbye, Southwest.

I have a $500 dollar credit and it ends on June 8, but I need to fly on June.13. I have been told that I have to wait until June 8th to ask to extend these credits. 5 days????

Southwest has always been my favorite airline. A recent example is with their customer service representative Adam. Adam took the time to reinstate my reservation by spending time to enter my extra needs an ensuring everything was precise. Adam was courteous and proved that this airline continues to be top notch.

I have been a loyal customer, SE visa cardholder, and frequent flyer with SW, that is until today. I am done with them. Their new policy of charging for everything has made flying with them much more expensive. They started out and did very well marketing themselves and a low cost airline. The new CEO has ruined the company. I tried to book a flight on the APP and it is messy. They were suppose to assign us seats 48 hrs. in advance of the flight but that did not happen. Instead, it cost me 161$ to get seats, and still tonight on leg of our trip they don't have any seats left and one member of our group may not get on the plane. We are trying to go from Denver to San Antonio to witness the graduation of our youngest son from The US Airforce Basic Training at Lackland Air Force Base. Thanks a lot Southwest for making it so hard to do that. As I said up top, I am done with you. Divorce will be made final soon.

I have to update the review from one star to five. I contacted Southwest and within a week the matter was resolved to my satisfaction.

I have a been an avid SW customer for the last 4 years boasting about their customer support and perks as both a standard flyer and A list. However...the last year and a half this airline had been majorly disappointing. From delays on almost all flights, to rude airline staff, to their seating changes I am not sure how much longer I'll be committed to SW.

Tuesday, Feb 17, 2026 — LAS to BUR. Our flight was scheduled for 1 PM and has now been delayed to 8 PM, with the possibility of even more delays. We’ve received no explanation. If weather is the issue, I understand that safety comes first — but passengers shouldn’t be left stranded without support. Being stuck in the airport for hours is already stressful, and the cost of airport food, water, and snacks is unreasonable, especially for travelers with limited funds. Southwest has offered no vouchers, no assistance, and no acknowledgment of the hardship this causes. Even basic drinking water is difficult to access, and airport water dispensers aren’t exactly the most sanitary option.

Southwest Airlines used to be absolutely the best in my opinion. Used to. This new system of assigned seating and boarding is absolute garbage. I got my seats assigned after check-in and I’m pissed. I had my preferences for an aisle seat set up on my profile for a very long time and ended up with a window seat for my second flight which is about the most uncomfortable thing imaginable for me since im fairly broad shouldered, which is why I prefer the aisle. Anyways, I attempt to change my seats and I see several “standard” aisle seats available, but I can’t select them.

Bought the Priority level extra legroom. Checked my bags then told backpack has to go under seat! Well that was wasted money as your new policy of charging for bags is forcing carry ons!

Changes…Don’t forget to read the fine print! My family and I were loyal Southwest flyers for over 3 decades because they offered great value. They stood by, had great customer service, and rewarded loyalty. No more since the change in leadership. Southwest Airlines has become like every other corporate money grab…But they’re still spouting the same marketing campaigns.

I have over 15000 points with Southwest I have flow. With them for years, never again, they can have their points. The flight attendants have been given a little power with their new policies. They are absolutely the worst! Not friendly, horrible, they lie and say full flight so everyone is on top of each other and if there are seats further back you're not allowed to use them

Traveled from Nashville to St Louis and both times the flights were late. With the new boarding process, I am in row four, but I had to place my bag back around row 10. Horrible boarding process compared to prior system!

While I appreciate the quick service and partnering with Expedia, did not get a full refund even with a literal death in the immediate family being the reason for cancelling flight well in advance. 1 extra star given for at least giving partial credit to use within 6 months.

Mobility challenged using Great Dane service dog. Rude and cruel desk agents when presenting FDOT document at both ends. Constant ADA violations ie. “must buy extra seat”, “dog too big to fly” comments. On return flight we were 3hrs. early and had to wait with no seating while getting harassed at desk by 2 agents. Even with digital BP, correct paperwork, and a supervisor’s approval in hour into the situation we still had 5 min. to clear TSA/concourse before flight boarding time. Fell 2x’s from rushing, injured, got no compassion. Disgusting! Hidden rules, untrained employees, lack of respect of disabled persons, service dogs, and their assistants.

If I wanted to fly Frontier style, I would book it through them. Group boarding has passengers standing in among seated passengers. In our case we stood in group one for 30 minutes while passengers disembarked and we waited for the flight crew. All that for a $500 one way ticket.

Their new CEO needs to be fired. What in the world were they thinking when they took literally everything that was good about Southwest (low prices & convenient boarding, especially for frequent fliers) and bastardized it. It’s basically the same as traveling Spirit Airlines, just more expensive. Changing to Delta & American because at least there we can fly internationally with our points.

Horrible. At the airport here in fort Lauderdale, flight is delayed and I'm concerned me and my child will miss our connection flight in Dallas. Those working here at the counters for Southwest are rude and unhelpful. I'm a patient person, I'm a kind person, I understand things happen. However what I don't appreciate is being treated like an inconvenience by those working behind the counter. It's not hard to demonstrate the bare minimum of customer service. I approached the counter to get ahead of the missed connection as I have a young child and have been stuck waiting at the airport for over 4 hours already. They responded by ignoring me. Why are we treated like pains in the butt when we pay outrageous costs and deal with so many inconveniences to fly? It's disturbing and their customer service needs a serious overhaul.

The elimination of open seating. Definitely not a fan. The ability to pay just a little more to early board and choose the best seat was a huge plus for me flying on Southwest. And now that capability has completely gone away. Definitely not a fan.

Very rude agent at gate yelled at me, saying I had too many personal items and told me I had to do something with my wallet because it was too many items (my wallet the size of my hand that was in my hand to retrieve my boarding pass, my carry-on and my purse! She chased me down, yelling at me like I was a child!! The lady in front of me had 4. I’ll never fly with them again!!!

Garbage changes going after the almighty dollar! Super sad for a once amazing company to go to crap! Just switched to a Delta card for earning miles😁😂🤣

I injured a rib on a ski trip and couldn’t lift anything or move without pain. I asked the customer service folks at the desk if I could move closer to my partner so she could help me with my gear or even move to another seat so I didn’t have to sit in a middle seat. At the first airport in Steamboat, the Southwest employee was wonderful and moved us without charge to some open seats. And said that company policy allowed people to move if they had a disability, which I did due to a potential broken rib. The employees in Denver were the absolute worst and just said they couldn’t do anything without charging both me and my partner even though 40% of the flight was open. They could have moved us to the back of the plane and inconvenienced no one. So basically southwest sucks and is expensive without any of the benefits. Except for that one employee who is a wonderful human!

Bought Southwest gift card for a friend. He went to use it for checked luggage coaster. Denied by customer service representative saying it only good for booking flights. He then tried to use it for upgrading to the next class of service. Was told no. Could not use it for that either. SO I Do Not recommend ever buying a southwest gift card. This airline is going to end up in the same situation that spirit got themselves into that being A failing airline soon to be non existent.

The new boarding program with assigned seats has turned SWA into American Airlines with no first class upgrade possibilities and worse snacks. 21 years of flying SWA on their frequent flyer program and yet I boarded in the last 40-50 people (zone 5) and they do not encourage people to put their bags in the bin at their row. The boarding line was literally out the door into the terminal as people scanned in, it took over a half hour to board. SWA has basically told their frequent travelers to go elsewhere, there is nothing different any longer. At least I can get more international miles built up on delta now.

We do not fly a lot, but have made 4 flights in the last 2 years. Of these, 3 of 4 were substantially delayed. THIS IS RIDICULOUS!! Customer service was extremely unhelpful. They refused to check other airlines for flights to get us where we needed to go around the same time. Instead, we were offered a refund. HOW DOES THAT GET US WHERE WE NEED TO BE? When I asked to speak with a supervisor, I was told that they do not have any. WHAT? I will NEVER fly Southwest again. I also intend to write our US representatives and the FAA to complain.

Southwest.com is now charging for baggage and flights have gone up. Not just now. Now they changed their boarding prices and rate you 1-8 based on how much more extra you're willing to pay for your seat. Then you pay extra for your seat and by time you board you have to put your carry on bag 3-4 rows back, which makes it difficult to get and back track to your seat area when deplaning. Just ridiculous process.

The prices are increasing as the customer service is decreasing. The male flight attendants are rude. I encountered one on a flight to Phoenix and another on the flight to Dallas. Another encounter is when they caused me to miss my connection and act like it wasn’t their fault. One plane was in the air while the connecting flight was taking off. All I got was, as long as it doesn’t involve the weather, it’s not on us. Please be careful how you handle people. I happen to be a travel agent. That’s not good for business. SMH It’s becoming a boujee Spirit Airlines.

Southwest changes are getting to be maddening. Looking at flight times between MSP and PHX there are no non-stop flights from April through at September. This is outrageous. Assigned seats and bag fees. After over 10 years of flying Southwest where passengers were considered first as an A+ preferred , Million point plus reward member, and a bi-weekly flyer, I think it is time to find a different airline.

Had a bad experience with a customer service rep originally on 1/26/26, then tonight on 1/28/27, had a great experience with a lady named Marita. Super informative, so nice and had great customer service. If you get her while calling, she will give you the best experience. Southwest needs more reps like Marita!!

Gate crew harassing to customers. On the fourth leg of Southwest flights they would not let me on the plane with the same carryon items of the 3 previous flights. This was in Baltimore. I will never fly this airline again. Do yourself a favor and avoid Southwest.

Damaged checked baggage claims are only done at airport within 24 hours. The online service is no more because per customer service on phone it was all fraud. I offered to send pictures or a video or live stream but she kept repeating policy like a robot. Southwest doesn’t care about its loyal customers. I’m disappointed in all the changes. The heart is no more. If you fly southwest bring a carryon only otherwise you’re left with expensive useless luggage. I used Samsonite hard side luggage and it’s destroyed.

Cancelled flight 3 hrs before takeoff, no weather at departure location or final location. Says they can’t get us home for 48 hours. They claim “weather” so they don’t have to give travel vouchers. Not a single representative of their company has been even slightly helpful.

My wife and I want to express the exceptional service that was provided by flight attendant Tierra on Flt 3401 on 8 January 2026 from San to Mco. You made to 4+ hour flight pleasant. Keep providing exceptional service to us customers.

I flew from Chicago O’Hare to Washington D.C. on 1-13-2026. A nice flight until I started looking for my luggage. Southwest lost it. I have no clothes, no meds and no money. I came to Washington D.C. to visit my sick sister. I have called several times and Southwest just didn’t seem to care. It may not be a big deal to you, but it is to me! I am a senior who lives off of social security only. I don’t have a lot of money to replace my items. Southwest I’m deeply flabbergasted that no one cares at Southwest.

Traveling from Orlando to Indianapolis. The person scanning the tickets was really rude and threatened me with calling security. This person has really issues and thinks that with the little power she has can threaten people with calling security and not allowing you to board the plane just because she feels like it. It's sad that Southwest hires people with low self-esteem that the little power they have is used to threaten and yell at people.

Absolute horrible Service, they had a glitch in system with app and almost trapped me in another country. System would not check me in, let me pay for my luggage and I almost was not able to board because of the plane was such a full flight. Had This booking paid for in advance for over 4 months with travel agent. Customer service hung up as soon as husband was able to get through after an hour and half wait on phone.. Then they delay connecting flight for no weather reason or explanation in St Louis.. hTey have become a horrible airline to use.. I’d rather pay more and have reliability than to take risks from an insufficient company.

I fly a lot every year and this was my first time flying with Southwest. I typically fly with American and United. This will also be my last time flying with Southwest. Never again. Their staff all follows different rules in each airport, what was okay in one airport is not okay in another airport. I had bought an item in the airport and as we were boarding the gate guy did not like that I had two personal items. I said “this is my personal item and this is a gift I just bought.” The item was small and easy to shove under the seat. He said “well you can’t bring both on with you, one needs to go in the other bag. It’s a full flight today.” Which first of all it wasn’t a full flight that was a lie as I saw at least two open seats, second of all people buy stuff in airports all the time. NEVER been an issue in my 30 years of flying.

Per instruction by my niece, I retrieved today her Apple AirPods 4 which she lost on the Southwest pre departure area bound for O’hare yesterday. The staff at the Baggage Claim office was very rude, condescending, and talking down on me (around 7 am). She did not allow me to charge the AirPods. I was not enough for her that my niece was able to identify the AirPod through Messenger video. Even if my niece was able to detect thru her iPhone that her AirPods were removed from the case by me, the staff did not think this was sufficient proof that my niece owns the AirPods.

My wife and I flew from Tucson, AZ to San Diego, CA on New Year's day to attend the Holiday Bowl on 1/2/2026. Our flight departed Tucson at 9:05 AM, approximately one hour later we were near the San Diego airport when the pilots were instructed by the San Diego flight tower to turn around and return to Tucson International Airport, where we remained for several hours until we were placed on a diverted flight and made the hour trip again to San Diego, finally landing and exiting the plane.

Last year I had to cancel my vacation to Hawaii because of a hotel mix-up and thus had to cancel the flights for my family as well. Upon canceling the flights in June, 2025, I wasn't aware that Southwest had just changed their flight credit policy which states that any flight changes after May 28, 2025 would have a 1-year expiration date and new flight has to be on or before the expiration date. That part wasn't made clear. I thought that I only needed to make the reservation on or before that date to fly whenever.

Very poor customer service from Karen at Southwest in Tampa international Airport-employee number **. She was rude, unprofessional, and had a nasty attitude, making the experience very unpleasant. This behavior is unacceptable and reflects badly on the company.

Our family travels a lot and on Southwest. I'm an A-list member and invest a lot into them. The crew on the recent flight to Vegas was very rude. We have a family of 3 young kids and we were trying to get seated and kept pushing us to hurry and also one of them was mad when we asked to take the seat she was waiting on. They are getting worse with customer interactions. 01/02/2026 flight WN1440 1:10.

We traveled with our Doona carseat/stroller combo in our $100+ padded bag and have flown with this with multiple other airlines with no issues. Our first experience with Southwest they damaged the wheel and completely broke off one of the locks and damaged our luggage which has never happened with any other airline before. They are refusing to cover any damages. We will not be traveling with Southwest again.

We were flying from Orlando to Kansas City 12/30/25 flight WN3600 and there were 30 pre boarders maybe 8 of them matched to have one elder or handicap per person. Many walked on as a group 1 special needs to 8 people. The rest were part of groups with no handicap. As people that paid 50$ each to get a 1-15 boarding to have that happen is ridiculous. People took advantage of the policy and that is wrong for those who pay for earlier boarding. Wanted to share because it’s just wrong to allow that to happen. Staff on plane was wonderful. I am leading this review to the boarding issue.

Just the worst experience ever with Southwest Airlines. It’s sad because I’ve been sitting at the airport for 4 hours with several cancellations. Was specifically told on the phone by a customer representative that I could board at the same time with 12yrs old. Got a stinky attitude from the short lady at check-in after telling me to check in and remembered she’s had a bad day and started pulling strings on me for no particular reason.

I have flown Southwest for years and have been extremely happy. They have always offered excellent customer service. Today however I flew out of Nashville to Jacksonville on flight 850 on December 28th at 7:45 AM and had a very rude flight attendant. We had our small pet with us and when he slightly whimpered on take off she asked what I could do to stop it and that it would disrupt the safety information. My entire row looked at me shocked and said they didn't even hear the dog. She was also very rude while serving drinks to the flight.

Wheel chair assistance is inefficient. Waiting for an hour to take to gate. Several inform people giving up and walking. Staff is courteous but there are not enough of them to accommodate the wheelchair passengers.

We had a trip from Miami to Detroit that got cancelled and next available trip is tomorrow, we are inquiring hotel, taxi, parking for our car in Michigan and the cost keep adding on us. This is not a fault of us especially that Delta and other airlines (other than Southwest) are flying to Detroit. The southwest customer service after 1 hour and 40 min. Wait they said, "We do not compensate and we do not guarantee tomorrow’s trip." They are claiming weather related but if others are flying then weather is not really an issue. I do not recommend southwest.

Flight from BWI to FLL to catch Celebrity cruises for birthday cruise 12/12/ thru 12/22. Land at FLL and no bags. Told will be on next flight from BWI. Did not happen. Told I can pick up bag when I return from cruise on 22nd. That was great except no clothes for cruise. SW will reimburse up to $500.00 by showing receipts. Waste of my time. Board Celebrity and note problem and provide complete wardrobe at no charge. That's customer service. Return from cruise and receive LUV $150. voucher for future flight. WOW!!!

I was on Flight 1427 from Boston to Denver on December 24, 2025. After asking about our arrival time, I had a brief conversation with a flight attendant named Roxy and politely asked where she was based. She replied, “It’s none of your business.” The response was unnecessarily rude. I then asked to speak with a crew supervisor and was told there was no supervisor available on the flight, leaving no way to address the issue onboard. This interaction reflected poorly on the airline’s customer service and professionalism. Basic courtesy and an escalation option should not be this hard to find.

From SNA to Vegas flight on December 24th. If I could give zero, I would. At the time of of boarding they called the group, and we stayed in line as the sign says. One passenger behind me said because his seat is in front of me he should go before me. I asked it goes by the group as the sign says. Southwest staff took us out of line. I asked again, I am simply asking how do I know which passenger has a seat before me and where should I stay except just waiting in the line per group as the sign says. The staff were absolutely rude and said "the answer is you can't go with this flight". He easily got our boarding pass and didn't let us go. He changed with next flight. They never answered how each passenger should know about another passenger seat numbers, if this their requirement of staying in line unlike just waiting as a group. They made us to fly with next flight. They did NOT give us our suitcase.

Southwest USED TO BE an AMAZING airline and the only one I would fly!! Recent changes make it a HUGE NIGHTMARE!! GONE are lower rates, accommodating staff and adding the herd mentality along with added fees! Greed wins again! I bet Herb Kelleher comes to haunt them! SHAME ON SOUTHWEST AIRLINES!!

Found myself hysterical when I find out my sister, who is in a wheelchair, missed a connecting flight. Later we learned wheelchair service left her in the gate that was originally going to be used for the connecting flight, but no-one came by to move her to the right gate when it was changed. Big fiasco and an ordeal to find out where they put her (which flight) and where she was headed. In the meantime, I got great customer support from Sylvia ** at the 800#. She did all she could to help and treated me with compassion and patience. Kudos to Sylvia for caring. Triple thumbs down to SW gate & wheelchair services for abandoning my sister at the airport and not ensuring she was boarded on the booked connection.

Absolutely a horrible airline. We use to fly Southwest all the time but with their recent policy changes they have only gotten worse. Current flight delayed by over an hour because they didn't schedule enough staff for the flight. We will spend a little more and fly United from now on.

I will NEVER fly with Southwest again if I can help. It's a company full of liars. We were flying for the first time with our five month old to see family for Christmas. Our flight got delayed in Colorado Springs for 3 hours, and we never were given any truthful updates - the pilot didn't even tell us we were landing in Colorado Springs, he just said "final descent"; then we land and he tell us that he says we're just going to "refuel", then it's "we're second in line for take off", then it's "we've been cleared for takeoff" but we don't takeoff for almost a full hour. Then we get to Denver and since we missed our connection we get automatically rebooked to a flight at 1:30, which gets pushed to 4:30.

This review is for customer service. No one ever picks up. Robot said I had a twenty minute hold. Was over a hour and 20 mins. No one picked up. Geneva told me military doesn't get charged for bags or change of flight but yet my son did.

12/19/2025. I am writing to express my deep disappointment with the service I received on my recent Southwest Airlines trip from San Jose to Washington, DC, with a connection in Las Vegas. My original flight from San Jose was scheduled to depart at 9:10 PM and was delayed until 10:10 PM. I understand that delays can happen, especially during busy travel seasons, and I was patient and understanding. However, once we boarded the plane, we remained seated for more than one additional hour without taking off, with very little communication about what was happening. Because of this delay, I missed my connecting flight in Las Vegas. While in Las Vegas, I received a message saying I had been rebooked on a flight at 8:25 AM, instead of my original 11:10 PM connection. This resulted in an eight-hour overnight wait at the airport.

Contacted airline to make reservation. Had researched flights prior. Agent receptive, line went dead when put on hold after quoting flight costs. Recalled, new agent. Again shortly line went dead when they put me on hold. Recalled, new agent. Began again to make reservation and discovered flight cost had increased from original quote. Discussed change with agent. Put on hold, line went dead. Recalled for fourth time and discussed previous calls and cost increase. Agent able to make reservation finally and find notes of previous call. This person was wonderful. Southwest agents need to make great notes and system should save based on time original information.

So since May of 2025 Southwest Airlines no longer offers bags fly free. Ok fair enough. I understand everyone fighting for profits however I picked a choice fare certainly not the cheapest to Kansas City to LAX and back for 2. I paid $115 there and back for checked baggage for a total of $1145 for bags and airfare so not a cheap trip. I get to the airport in LA to return home. Not only do I have to pay for my checked bags, I have to enter the information into a kiosk, printed the bag labels and figure out how to put the labels on the bags. All while the attendants are yelling at us to put the labels on the bags. Last I checked I do NOT work for Southwest and I did not pick the cheapest fare. Last time I will be flying Southwest.

I been traveling with Southwest Airlines for a while and every year affordable flights are always delays and no one is take care about this embarrassing situation. I dont really see anymore their company motto, restroom 🚻 always dirty. Some cabin crew impatient with some people and a lot things to say.

After a mechanical issue having to get off my flight, then finding another one that was 4 hours longer than my original and getting me home 2 hours later. Now the 2nd flight has been delayed and I'm not getting home until 5 hours after my original flight. And the stupid open seating policy is absolutely ridiculous. I book a flight with my family so I can sit with them. Never again will they get my money. Piss poor when it comes to managing.

I left Fort Myers RSW on time with a slight problem. The plane's left AC unit had failed. On November 29th we were suppose to start take off. Roll call around 11:45. Southwest was very helpful to give us water and snacks the whole time and we were late but made it on time. Great airline. Landed at BWI only an hour late since we were stuck at the gate for over 2 hours on the tarmac. Finally took off at 1:32. Southwest is a great airline. I’ve flown with them for about 6 years. This is the second time something has happened within the time I’ve flown. This airline great service. Southwest best airline out there.

This has to be the worst airline in the world. They play games with your baggage. They overbooked my flight in ATL and then lied and said there was a broken luggage belt that caused a baggage delay. No. What really happened is they left my luggage on purpose or put it on another plane because they overbooked and had to drop weight. So imagine you've been working hard all year to go on a cruise, when you haven't taken a vacation in over a decade, and then boom you have ZERO LUGGAGE to take on your cruise. And to top it off, I'm a Rapid Rewards credit card member. So if they'll treat me like this, they'll do it to anyone! Highly upset, they offered a funky flight credit. No, I need some form of reimbursement and my luggage sent to me ASAP! I'll never fly with you all again, I'll rather drive home after my cruise.

Every time using Southwest airlines such a nightmare to travel with, flight attendants some are rude. Flight delayed, gate changed, very stressful. I would never ever using this airline and never ever has direct flight, it’s bus airline.

On November 7th my handicapped friend had to cancel her flight due to health issues. A cheerful and smiling agent at my departure gate at Harry Reid International Airport told me she would be glad to refund the nearly $300 price for the ticket to my credit card and then went on reselling the now available seat to a customer on standby. Today, after inquiring where my refund was, I was told that Southwest doesn't give those for choice tickets. The agent lied to me, and Southwest sold one seat twice. This is a horrible airline and and sleazy business.

Southwest, welcome to the new Spirit. Every single damn time we fly with this company there is some BS we have to deal with that delays our plans for hours if not days. Costing us hundreds of dollars. They really just aren’t what they used to be. We will be closing out our account with them and switching to Delta… America? I don’t know, anything is better than this crap.

Don't make any reservations with southwest: Air, Hotel, Car... anything. Because of an emergency I had to cut travel short. They gladly took my extra $200 to make the flight change. But when it came time for them to refund the last night for hotel stay that I could not complete, they were like, not sorry, not sorry. Too bad! NO refund.

For years I was an unwaveringly loyal customer of Southwest Airlines and would go out of my way to fly with them. However, the company's decision to eliminate its core policies, which is what made customers so loyal to begin with, is the reason why I will never fly Southwest again. Their betrayal to their core principles is why no one should patronize this once loved company ever again.

Exceptional customer service and excellent communication. I fly an average of 10 times per year with them, rarely have delays and have only had one flight cancelled, ever. Flight staff is always pleasant and often quite entertaining. They always take care of me when there is a major inconvenience. My only wish is that they would serve a snack I could eat.... They have not one.

I am a very unhappy customer. They changed my flight last minute and took away my preferred boarding status. When I inquired they told me I could pay for an upgrade. I am not a Southwest Airlines fan at all.

Haven't just left people to know that I flew in October, and now that I got back I've been fighting a bed bug infestation. I never stayed in the motel, I believe it came on my luggage from the storage bin above our seat and or the seat itself. Maryland should be accountable for me having to fight this infestation, it's awful.

Southwest is awful. It's not actually cheaper than anyone else but they sure treat you like a piece of meat. If you want a cliché airline that represents everything people hate about air travel you should use southwest. Packed full, legs against your chest, pissy attendants and pilots that sound like they wish they could slam into a mountain. It's not cheaper, it's not comfortable and they don't make you feel safe at all.

Wow... I made it a goal to only fly Southwest. As an A-lister, there was many benefits. Now, it is almost impossible to utilize the same benefits. For example, you purchase a ticket and usually you can stand by, now, new rules, you can only use the standby for the ticket price you purchased so, from my experience, that means NO. I pay an extra 300+ hundred from Houston to LAX, Southwest, you ruined a good thing. I Pray... that a competitor creates a better program for us LOYAL Southwesters, or you go back to valuing your A listers... What a disappointment. I guess SW will see in their revenues... Maybe you'll make the best business decision. Wow.

Very disappointed in Southwest Airlines. First time using them to go from Baltimore to Detroit. Unlike other airlines they will not allow your wheelchair on the plane. They lost the seat cushion but refuse to take any responsibility for it. You cannot talk to someone on the phone other than a person working from home with limited authority. They will not give you a number to speak to someone that is a supervisor. They told me to contact Detroit baggage because that is where the cushion would be but Detroit baggage said it would be in Baltimore. No one to escalate the problem to.

I used to really like Southwest. But now with their profit over service mentality and the incrementalism of charging you to check bags and then charging you to check a bag at a curb. Seriously! Whatever differentiation Southwest used to have is now gone and they are now just a commodity... I hope the board of directors and the CEO read these reviews and remember that without customers they won't make money. I have lots of ways to get to my destinations and Southwest will not be one of them in the future.

I resubmitted a claim for damage sustained to my checked luggage during a recent flight segment. The original claim, filed online after reporting the damage at the Hobby Airport service desk, was closed without any notification or resolution, as I learned during a phone call on October 22nd. ​The damaged luggage consists of a missing wheel and extensive scrape marks along the edges, consistent with the bag being dragged on concrete. ​I assert that this damage occurred while the luggage was in Southwest Airlines custody between check-in at Los Angeles International Airport and retrieval at Hobby Airport.

I waste my time and money paying for early bird seating for me and my wife. We often get grouped in B seating, even when I question others in front of us in A group who didn't pay for early bird seating. It's a scam.

I was boarding in Long Beach to fly to Phoenix. People were told they would HAVE to check their bags. However a few of us were able to board the plane without HAVING to check our bags. And guess what? PLENTY of overhead compartment space.

I just had one the worst experiences of my life, I was supposed to have two red eye connections. The first flight, was delayed I was informed by text, but they never explained why there was a delay for the first two flights. I had no problem boarding as a family. However; on my first flight employee who works at the gate, yelled at me because she claimed my kids were not under six years old. I will have no problem with her, letting me know in a polite way, however; she was very unprofessional. I politely told her that was our third flight of the day, and that was the first time I was told that she held up my ticket and threatened to not let me board always I said was that that was her third flight of the day and we were not aware of that in a very polite way.

One of the worst airlines experiences, I had a return flight. The website was having errors, I called multiple times. Always on a hold or disconnected. I had a chat with a representative. I was confirmed my flight was cancelled. The day of my flight they mark it down as a no show. I contact Southwest immediately to be notified. They record the chats and there wasn’t no chat, so is the airlines lying or is the customer lying? So I file a complaint for a refund or credits for a return flight. I was notified my credits are forfeited but they hope I fly with the airlines in the future. There’s no way I’m flying with Southwest.

The gate agent forced us to check a bag despite not having over 2 per person when one of us walked in carrying only 1 bag and the other was left with 3. We realized our mistake and tried to explain with the person holding only one bag standing right next to us, but she argued that she was unsure how many bags each person had even though we counted them in front of her, and we needed to check regardless. I understand the limited space since I travel a lot, but there was barely any communication on behalf of the staff. When I explained the issue to the other gate staff while checking the bag, they laughed it off as if this is a normal, reoccurring issue. What a headache and will not be flying with Southwest again.

My flight credits expire in 6 months. Terrible policy change. I can't do anything with the money. Not transfer, not give away, nothing. If I don't use them for a flight in 6 months they're gone for good.

Their service continues to decline. I used them for traveled twice in the last 30. Both times my flight was delayed over 5 hours and they notified me once I checked in. If you already know the flight is delayed why not send a friendly text and notify the customer before they travel to the airport, pay for parking and check in luggage. Then they offer you $15. Really $15 for a 5 + hour delay. They don’t value people. I lost wages and my time. I will be finding a new airline that values my money. Don’t spend your hard earned money on a company that doesn’t value you.

Open Seating is basically BATTLE ROYALE of the skies! What happened to Southwest? I’d go with Spirit or Ever After Airlines before Southwest. We took a wrong turn and ended up in Reno on a direct flight. Went from 2 hours to 10. They asked us to pay for wifi when they didn’t have TVs, but no USB, USB-C or 110v plugs. Had to land with a dead phone.

The most ridiculous thing I had to deal with in the past, they changed me for first class tickets, but since my Son got stuck in the bathroom, had to sit in the end of the plane and the person who paid 3 times less had to seat in front 'cause no assigned seat… Pathetic … I feel like me and my family literally got screwed. SMH.

They are late every single flight. Why do you bother even offering things then you can’t even be close to on time. Delta is no better. I hope things improve. If not I’ll just be driving next time. I’ve decided.

There's no incentive to fly Southwest anymore. Used to be able to earn flights quicker and with fewer points. Customer service can't help with reservations, you have to do everything yourself online now. Have to cancel and rebook instead of customer service being able to make updates. Assigned seating and paying for seats is trash. Very few direct flights, and when they are direct, the times are awful. No longer cheap with good service; they're just like the other airlines now. I'll no longer be loyal to SW and will shop around for flights moving forward.

Until 2026 only airline i would fly. Now everything has changed! Late leaving, late arriving, longer layovers and now they snapped my driver shaft! This is a $150 shaft. I have the same travel bag as most PGA and LPGA players use. There is just no way this can happen! It was totally abused. Talked to the lady in baggage claim and she refused to even discuss or negotiate a settlement. Just continued repeating SWA is not liable. That was my last flight on Southwest!

I am writing to file a formal complaint against Southwest Airlines for its deeply unethical and exploitative policy of expiring travel credits—credits that represent actual money paid by customers, not promotional vouchers or goodwill gestures. I canceled my flight due to health reasons, and Southwest issued me travel credit with an expiration date in 6 months. While I understand that refunds may not be allowed under certain fare types, what I do not accept is the idea that Southwest can simply let that credit expire and keep the money. This was not a gift. This was not a discount. This was a transaction. I paid Southwest for a service, and when I couldn’t use it, they held onto my money and then arbitrarily decided it no longer belonged to me.

While traveling from Hawaii back to Ohio with my family which two family members had mobility scooters. Had no problem getting the scooters there but to get back home we had to leave the scooters there. They would not allow them back on the plane. They would not accommodate us in any way. So my father in law that has an amputated leg had to leave his only mobility scooter in Hawaii. So he is without a scooter until we can find another way to get them home.

Paid for priority to board after 7-8 “special” classes. Fiancé of attendant boarded under this special class because he helped a lady in a wheelchair onto the flight and then also proceeded to take a priority seat. He received more attention than anyone in the area and when another attendant got sick, he helped his fiancé serve passengers AFTER he had at least 2 bottles of alcohol. I tried to wait for a break in the FAs conversation about her wedding in the Keys costing $15K for 20 people to ask for a drink and she proceeded to finish her entire conversation before moving towards the cart. She was so busy talking, my husband was directing passengers back to their seat if the bathroom was occupied. She merely said to my husband, “I wasn’t paying attention.” I shared all of this with Southwest and they sent me a canned email and a “here’s a $50 voucher on us” response. I was dismissed about my concerns and now I will NOT go quietly into the night.

We three membered ** family were flying Southwest Airlines flight 2795 Reno to Phoenix on 09/16/2025. Our carry-on luggage are airline approved dimension and weight. I traveled 46 countries and never had problem with this carry-on. A staff named Saife (as she introduced) selected our three carry-on luggage as oversized, while she allowed other ** passenger with larger carry-on than ours (pictures attached). When I protested her showing those larger bags, she absconded. Later she returned and threatened to cancel my flight. I tolerated her racist attitude as my flight was essential. She is unprofessional, rude and racist.

Refusing to grant my Companion Pass, even though I spoke to two different phone agents, who assured me I had earned one. I booked six flights based on that info, but now they are denying it based on their mistake.

I was traveling alone with my toddler, who had his own seat. Toward the end of the flight, a flight attendant came to me with a trash bag, placed it in my lap, and told me, “I’m going to give this to you so you can get that up off the floor. Thank you,” in a condescending tone. I had already handed over our trash during the normal collection, but in this instance, I was singled out and spoken to in a way that felt disrespectful and dismissive. As a parent traveling alone, the flight was already stressful, and the interaction left me feeling judged and embarrassed.

Phoenix airport, missed flight while sitting at assigned gate, it got changed. New travel plan has already had a gate change. Staff warns any final gate changes should be completed by 8 pm. I'm 74 and am being bounced multiple times between gate C and gate D. While some gate changes are necessary, having a system that regularly changes gates isn't fair to customers. I'm now on a 40 hour trip because of a gate change.

Terrible customer service. For a company we have always prioritized flying with, they have went downhill. There is no accountability on owning a very poor flight situation they have created. Two of their staff members even agreed we should have been reimbursed due to costs from 2 of our 8 pieces of luggage being lost during our travel (1 item ending up with the wrong airline completely). If you want to travel with a company that won’t own their mistakes then Southwest is the company to fly with.

Always late and never on time. Boarding time is horrible. Is never accurate. Staff is rude and unprofessional. Bottom line don't choose Southwest if you want to be on time. The customer service is horrendous.

New baggage, seating, and now SIZE LIMITATIONS OF THEIR PASSENGERS has crossed the line. You're lost your way, Southwest. 20+ flights a year, no more. United and Delta suck, but better options than you.

This was our first time flying with Southwest and I will never do it again. I found the employees to be unprofessional and sloppy. 3/4 of them didn't even have their shirts tucked in. I had no idea what we were waiting on 3/4 of the time in lines. Just waiting to be boarded but never boarding sometimes for 30 minutes or more. Just standing in a line. I've flown plenty of times and never experienced anything like this. We had a flight canceled that was going to be the last leg of our journey home. It was because of weather. I understand, but there was no help from anyone. We've never had a flight canceled and not been able to get anywhere. There were no rental cars to be had. No trains to be taken or bus. There was no option for anything but to wait till the next day and then we had to get a hotel.

We had a very bad experience with the woman Shelly at the check-in point at 8:00am Tuesday Aug 19. My bag was over by 4 lbs, but my husband's was under by 5 lbs and she made it the worst experience for us by treating us like we were horrible human beings. We removed items to try and balance the 2 suitcases, but when you're in a hurry it was so hard. All she kept saying was do you want to just pay the overage weight fee of $135.00. How hard up is Southwest Airlines that they need to collect more money off you. I have had my bag being over 4 lbs before and they always let me go without charging extra. She was being extremely rude to us for some reason. Definitely was the worst flying situation I have ever had. No more Southwest Airlines for us we would rather drive.

I was traveling solo with my paid for pet-in-cabin and service animal. Both were in their approved kennels and we were in line for boarding. I was A2 boarding position and passengers from the inbound plane were deplaning. A loud screaming child came running by and I didn’t think much of it. Next, Eddie ** approached me and accused my service animal as being "disruptive". I asked what was "disruptive" and he told me to get out of line. I was confused but agreed to follow Eddie to the service counter. I asked again why he wasn't allowing us to board the plane and he again stated that my service animal was being "disruptive" but failed to share what the “disruption” was. Again, I inquired as to what was disruptive, no details were shared. I suggested that my pet in cabin barked one time when the child ran by and asked if that was what was “disruptive” and Eddie said yes but that both dogs barked.

On August 14th, after boarding flight 6438, I asked an attendant named Audrey to help me put my suitcase in the overhead bin. She said, "You have to lift it first." I had already lifted the suitcase and placed it on the back of my seat. Honestly, if I could do it myself, why would I need her help? Later, a man behind me helped me put my suitcase in the overhead bin. A moment later, she came over to my seat and said, "It's not the airline's responsibility to help you put your luggage in the overhead bin." I told her, "My shoulders hurt, so I'm asking for your help." She then asked, "If you know you can't lift it, why don't you just check it?" She looked at me with a condescending look. Isn't that discrimination? Southwest Airlines: In today's people-centric world, how does her service attitude contribute to your company's bottom line? I sincerely hope you experience the true meaning of service. If not, please don't fly this airline again.

Pure chaos with this flight line service. I would not recommend at all. Most of their flights are delayed and rarely on time. They change gates without notify people, and there is no seating arranged. Trash if you ask me. I will walk before I get on another flight from them. Do better Southwest.

Horrible airline! I'm sitting in Chicago after my Minnesota flight was delayed for 30 min. I had a layover then on to Houston. We arrived in Chicago at 9:57. My next flight left at 10:10. Did these idiots say anything??? No! I have stage 4 cancer and don't want to sit and extra 6 hours. I'm going to visit my grandkids and the whole day !is now ruined! Oh and they wait for people on a different flight!

Worst experience ever. On a flight to Punta Cana, first never informed at the gate nor by email about special customs forms that needed to be prefilled prior to boarding, had priority boarding ticket and ended up entering the plane before the doors closed. Then a stewardess (Leah) on the flight in Aug. 8, 2025 from JFK was horrible with a terrible attitude. I had pre-purchased alcoholic drinks and ended up paying extra on board the flight. Overall, bad way to start a vacation, will never fly this airline. It used to be better.

I flew from Palm Springs Airport to El Paso Airport Southwest lost my bags then when I came back I had to go from El Paso to Phoenix, Arizona then to Denver Colorado for a connecting flight to Palm Springs, CA and while in Denver they gave me trouble about boarding my connecting flight to Palm Springs because I accidentally spilled some food on my shirt and pants. They kept saying I threw up on myself but I kept saying no, I spilled food on myself. Finally, someone at the Airport gave me a clean shirt and a blanket to put over my lap.

Southwest is a solid airline overall. The staff is usually friendly and helpful. I love that bags fly free — huge plus! Flights are generally on time, though a few delays happen. Not luxurious, but it’s reliable and affordable, so I keep flying with them.

Sitting on a hot tarmac. Very little if any airflow. There a child slamming their tray against the back of my seat. Another child is crying loudly a few seats behind me. Departure was supposed to be 30 minutes ago. A valve failed. Staff was bringing water but stopped the row behind me. The last flight beverage didn’t make it to my aisle. This is a flight to Denver from slc.

We generally fly Southwest Airlines every chance we get, but this past trip was our worst Southwest experience. Specially, in Dallas, we dealt with an exceptionally rude ** lady that checked us in. She was snappy and questioned our answers and then seemed put out to print boarding passes when the kiosk failed to print them. Then, our gate agent was a red haired guy who was very unhelpful.

My two children and I just had the worst experience flying Southwest. We booked our trip in March, before they changed their baggage policy. In June, we moved my adult daughter’s outbound flight to an earlier time—same day—and paid $50. At Houston Hobby, we were blindsided by baggage fees. Thankfully, a kind rep waived them after hearing we hadn’t been told about the change. We didn’t touch our return flight. But in Denver, we were hit again—this time by a shockingly rude agent and a supervisor who refused to help and even threatened to report the Houston rep for helping us.

After 63 years of airline travel I have never had a day like yesterday on Southwest Airlines. August 1st. Flight #3169 and flight #0205. Return to the gate on both flights. 4 hour delay. I have used Southwest for several years after retiring. I will not be flying with Southwest again.

This is the 3rd time I’m flying with Southwest and again flight delayed for the 3rd time. I’m in the military reserves and I have to fly every months for my drills and only option I have Southwest who fly more frequently but I have terrible experience with them every time. I don’t know I should blame me for pick this or blame someone else. And this time I asked them the reason for delay the guy told me he doesn’t have any reason for it. It just so frustrating. Every time I’m flying with them I had a feeling it will delay and this is exactly happened. This is my last time I’m flying with them. I even flew with Spirit Airlines many times which consider a bad experience but never had any bad experience like Southwest.

This airline has gone straight downhill in the last year. They used to exceed expectatations and be very reliable. Now they never meet expectations are have been late on the last 5 flights I have taken. They rebooked me on a flight as they said I would not make the connection yet somehow my bags made the connection. Not sure how that is even possible. I know the new guy has to justify his job with sime sort of changes but he is really driving this great company into the ground. Sell any stock you have in this sinking ship, I have.

Great company that truly cares about families. Especially if you don't mind sitting away from you 7 and 9 year old daughters. We have never flown SW before. We never received an email or anything saying we needed to check in 24 hours before. Even though I booked this flight months ago. I guess our check in was when we showed up to the airport that morning. We were forced to board dead last. We had 2 kids with us that are 7 and 9. It was difficult to get people to move around so we could sit with our kids. Your family boarding wouldn't allow us to board because the kids have to be under 6? You expect my 7 year old and 9 year old daughters to sit between 2 strangers on a plane? You expect kids to be ok with stranger danger? Wtf is wrong with this company? What if they sat beside a child molester? Are you freaking serious? It's 2025. Kids can not sit without their parents. You can't trust anyone today.

I have never found Southwest to be anything but helpful and friendly and they really proved that true after a recent flight with them that damaged my bag. Upon picking it up at baggage claim the handle was permanently jammed in the down position making it very difficult to juggle my other two bags and get to my waiting ground transportation. I made a claim, sent in the photos and they promptly and professionally handle the case and replaced the entire bag. I am most grateful and highly recommend Southwest to anyone interested in flying.

Our flight was canceled with no notice. They just changed it to next day without any notice. We drove 6 hours to our second connection. They would not help in any way. Worst customer service ever. After driving 6 hours our next connection will be boarding before we arrived asked if we could load early so we make sure we catch final flight. Customer service said they don't have a supervisor. I asked if they were the ceo was told no but their immediate supervisor would not take calls. This has been by far the least helpful and rude Southwest has ever been.