Southwest Airlines Reviews

Southwest Airlines has become numb to customers. Whether it’s delayed or cancelled flight they are now just as bad as all the others. They use to be my go to and I swore by their customer service but that’s disappeared. Definitely DONE with these disorganized, no caring buffoons!

I've flown Southwest exclusively for twenty years, but I will never fly them again. Avoid at all costs! Unreliable and refuses to rectify their wrongdoing. Their flights are delayed because of their ancient systems, then when they promise to make your connection, they change your flight without notice and screw you out of seating positions already paid for. Then when brought to their attention, they say, "too bad." They tell you bags are included when you buy your ticket then charge you at the airport to check your bags. Shameful, dishonest, and unfortunate.

Shame your family members passed away and I already had a flight but since a death occurred need to fly out day before and they want 500.00. So disrespectful. I use this airline all the time, have their credit card and all

I’ve experienced the most distressing and exhausting travel experience of my life flying Southwest — Both from SFO to NYC and back. On both legs, your airline delayed, rebooked, and extended my total travel time significantly with unexpected layovers and long connecting flights. This is not what I paid for, nor what was promised when I booked a “direct” experience. The return leg especially was a nightmare — Hours wasted, plans disrupted, and to top it off, rude and apathetic staff who showed zero accountability or empathy. I’ve never encountered such poor treatment or operational mismanagement from a major airline.

So happy that Southwest has made the change to their seating policy. Too often you witness folks in wheelchairs that literally run off of the plane once it’s landed! Today I’m on my way to Houston from LAX, and two young adults pretended to be with two elderly passengers in wheelchairs so that they could board early. Simply ridiculous!!!

Our flight was scheduled for 1245 pm and we would have made our final destination around 530 pm, we were not notified about our flight being cancelled until 10:00 am and then they changed boarding time twice then later canceled altogether, they rebooked us leaving out of Nashville at 550 pm not getting to our destination until after 900 pm, I do understand they probably had to cancel our flight for safety reasons and the Southwest employee we were talking to was very nice. But my complaint is we were boarding in group B now group C and probably will not be able to sit together.

I’ve always used Southwest Airlines but on 7/21/2025 at approximately 11:50pm I was exiting my flight that just arrived in Fort Lauderdale from Dallas, TX. I was immediately stopped by several local authorities and one of the officers asked a flight attendant if “this was him” and she said yes. I was confused and detained. They asked for my identification and I asked what was the issue. They stated the flight attendant said she saw me on FBI’s most wanted list. After being detained for 20 minutes and cleared of any wrongdoing I was let go. Wasn’t given an apology nor able to obtain the person’s name who gave the accusation. This will be my last time using Southwest Airlines.

Flight delayed. Then delayed again. “If you choose not to travel you may be eligible for a refund.” REALLY?!? So you want me to just live in the terminal 4 states away like Tom Hanks because you can’t manage your business properly? Your airline is garbage.

Encountered a Rude flight attendant in return flight from San Jose to San Diego. The seats were full and no overhead storage. Little help from the lady who continued to do her business without addressing my needs. Another FA was helpful and he was able to get me settled in.

I had a terrible experience with Southwest. I booked round trip flights for my children and me. The rep accidentally booked my son to return days earlier than the rest of the family. I realized the error when I got an email stating his return trip was cancelled when he didn’t show up for the flight. When I called Southwest expecting they would acknowledge the error, apologize, and book him on the right flight, they said it was my fault for not catching the error and I was out of luck. This frantic mom was stuck paying for an additional, expensive last minute flight. Thankfully there was a ticket available or we would be driving back. They lost a loyal customer forever.

Southwest use to be again use to be one of the best airlines to travel on. They were friendly and on time. They remain friendly but never ever have flights on time any longer. I have had 7 flights over the past 8 months and each and every flight was delayed by at least 4 hours or cancelled altogether. What is going on with Southwest management and customer commitment. I unfortunately live 2 1/2 hours from the closest Southwest hub Baltimore so when my flights get delayed several hours I have to drive home late at night due to their lack of commitment or care about their flight schedules. I use to recommend Southwest to everyone but now I say stay away from them. Once I use my points up I am no longer flying Southwest because they have fallen from the top tier to the bottom tier of service.

What a joke of an airline. There were SIXTY PEOPLE left to board the flight. They forced every single one of us to check our bags claiming they ran out of overhead space. How?! The ENTIRE group C was left to board. And guess what - we got on the plane and there was TONS of overhead space. Plenty. Oodles. And if they had told the other passengers not to stuff jackets and backpacks in the bins, they would have had even MORE space.

I haven’t even flown yet and very disgusted!☹️ No through flights from Phoenix to Detroit. And can’t find any flights to get back? We have been a Southwest card holder’s for points for many Years - we put everything on this card to get points and we can’t get Decent flights? We according to Southwest can spend 6-10 hours for A flight that is 3-1/2 hours from Phoenix to Detroit - this is HORRIBLE! We are in our senior years and DO NOT want to travel this way. I really don’t know what we are going to do? - we really, used to Love Southwest! We only fly occasionally. We expect a good deal and we pay With points and want a good flight!

I had booked the flight from SJC to DCA connecting at MDW for my 15-year-old son and his same-age friend for July 19th. We started driving to the airport at 5:10am for 7:25am flight. Southwest had sent an email at 5:15am stating the flight cancellation & the automatic rebooking on different flights. They reached at DCA at 11pm (vs 6pm as per original itinerary).

I promoted you to every person I knew but after this week and flying 5 times I am done with you. I changed (not canceled) my flight. I had my 2 medical bags free on the other ticket and due to the change was charged your new fee after I paid $170 extra. Not ok. Earlier this week I was bumped 4 times. 2 due to mechanical issues and had a personal intercom call to change the flight so I could catch the next connection. My new flight was canceled due to weather as was the next one. I went to a manager who told me they wouldn't give me anything due to their issues. She said it was all weather. She could have seen in 2 seconds it wasn't. I was in the airport for 2 days. No more.

I flew from Las Vegas to Cleveland and had a checked bag. On the side of the bag there were 2 zippered pouches that contained 2 pairs of sandals and 1 pair of slippers all brand new. The suitcase never left my side and was checked in outside of the Harry Reid airport. When I reached my destination I noticed they were missing. Southwest refuses to reimburse me and said you need to report it within 4 hours of receiving it. I did call the next morning and again the next day. Terrible customer service.

I have been flying Southwest for the past 50 years and have always enjoyed the experience. I'll have a choice between Southwest and United and though the United airport is closer to my home, I usually prefer Southwest but no longer. I paid extra for early bird boarding for my wife and I and we literally got the last two boarding passes. What did I pay $66 for? That's a joke. Not to mention now. Charging for bags. I will no longer make the extra trip to southwest airport and will now start flying on United as it is closer and cheaper at this point. Terrible what management has done!

After 3.5 hour unexplained delay on departure, full plane then waited at gate for one more SW employee to board. Left almost four hours past scheduled time. Upon arrival in Boston, no gate was ready for us so more unnecessary waiting on plane. Terrible service. Never again.

Stuck in airports and babies sleeping on the floor because people can’t get their act together… When does it end… people are tired and exhausted and SW Airlines just can’t make it work… Really… The plane is paid for and this shouldn’t happen.

Southwest use to be my favorite but this time that I traveled was the worse experience. There was a delay to my destination and delay back home. Had to pay extra for my parking due to delay. Arrived at 3am with my children, and just to receive my luggage damaged. The fact that we were exhausted I wanted to get home to inspect it when we arrived home. Items fell out and I called southwest just to be on hold for an 1 hr, however I did input a complaint on line with photos that same day. 3 days later I received a email stating to call which I did just to be told southwest can't do anything and I should have done the complaint in person!!! Like TF I'm exhausted and it was 3am and I live 45 min away from the airport. NEVER AGAIN FLYING WITH SOUTHWEST!!! Judge the photos.

Our flight from Orlando to Austin yesterday 07/09/2025 was delayed for almost 4 hours due to thunderstorms. Reason was totally understandable. When we got to Austin, our flight was cancelled and we were not given a chance to choose for the time of our flight. There are no hotel or food accommodations. We got to Austin almost midnight and our flight is at 9:10 am on 07/10/2025. We booked a hotel at our own cost because we were freezing cold at the airport and no staff cared at all.

No love for military families! We wanted to be there for our daughter when she graduated At my Bootcamp. I called and asked if they had any discounts or sales coming up. No discounts and they obviously couldn't tell me if they had any sales coming up. I ended up paying over $400 for the cheapest ticket just to learn 2 days later they went on a huge sale. So much for supporting military families. No, next time I will not fly with this company!

This was the first negative experience for us. In our flight on June 26th from St Louis to Orlando 7:25. The staff turned their back in order not to greet us. The announcements were so fast and hard to understand. Service during snacks made you feel like it was a bother. The staff made no effort to converse at any time. We left feeling as though we were a bother.

My bag was damaged on my flight 06/30/25. I called 07/01/25 to ask about filing a claim. I was told I have to go back to the airport to file. Now I have to pay to park to file a claim!! That is so crazy!

Southwest donates to Senators that affect the people who use your services the most. Do you think people with money use Southwest Air? Do you think people with the means to fly use Southwest Air? No. We travel with Southwest because it's affordable. You are donating money to Republican senators who will affect your bottom line because the Big Beautiful Bill will cause the people who use your airlines to not be able to fly anymore because they have to use that money for other things. Talk about cutting your nose off to spite your face. I'm a Southwest credit card holder, so I'm a consumer and therefore the money I spend is vicariously going towards something that negatively impacts me, and I don't support that. but I can always transfer the balance to another account. Who you donate to matters. Do better.

Southwest expects payment to check in baggage however they do not have the capability to pay for it any way except a physical card. I tried to pay for it with a tap it on my phone and they can't do that, tried having someone pay for it over the phone and they can't do that, tried to go to reservation to check it in and they can't do that BUT they did have the capability for me to go online and up my reservation to business class and pay a fortune for that. So although they started charging which is not the problem they do not have the capability that a 7-11 or a person having a garage sale would have in paying for it. Unless of course you want to pay extra for business class which isn't even there because everyone sits where they want.

Sent my boys cross country for the second time with Southwest and we should have known better after last year's delays 5+ hrs missed connections, the works. This time first flight was delayed by 2 hrs and still after boarding, they sat for 40 min... Got to Dallas, the connection was still on the ground at the airport when they landed but of course, they couldn't wait, even after all the delays they already had done ALL DAY, they couldn't wait for those getting off that plane to get on the next. So rude....

This morning, I woke up to an unauthorized charge of $940.36 on my debit card. It was from Southwest Airlines. I called them (and my bank) and Southwest Airlines had no desire to assist in fixing the transaction, even though they are the ones that took the money from my account. I own a business, and if I had charged someone in error, I would immediately work to fix it. They literally told me they wouldn't do anything. They don't care.

I’ve never experienced such rude and dismissive treatment from an airline. I was completely ignored at the counter while trying to get assistance, and when I was finally acknowledged, I was spoken to in an incredibly disrespectful tone. The agent acted as if I was a burden for simply needing help. To make matters worse, they nearly failed to return my driver’s license—I had to ask for it back. The lack of basic courtesy and professionalism was shocking. This experience has made me seriously reconsider flying with Southwest again. Do better.

It's true. Southwest officially sucks. I'm only flying Delta from now on. Check their policy change. If you book tickets after May 2025 it's $35 per bag. They used to let you bring 2 bags free but those days are GONE. Save yourself a headache - only fly Delta.

Flight delayed June 9 from SeaTac to Chicago Midway, stated did not have a pilot and was coming on another flight, customer suffers from their lack of planning and staffing, of course second flight delayed, shipped two bags of three from Midway to Columbus, how does that even happen. Pilot commented he wasn't worried about me and a seat stating, "He Already Has His". I know they don't care. I am cancelling my Rapids Rewards account and Southwest credit card.

4 kids, one adult traveling, SW cancels flight, redirects to different airport for connection, does not make connection, now entire party stuck in airport overnight. SW offers zero assistance. SW sucks.

10.30am flight vegas to lax.12.30pm still sitting plane. Nobody give you clear answer. "We will take off sir, just sit down." I end up walk away. Ruin overseas connection. I end up cancel my overseas trip because leaving lax 2.00pm.

The other morning I was on a flight to San Juan from Tampa and I paid $260 more for me and my wife to board the plane in the top five called we were a four and five right before it was time to board they called the people in wheelchairs and then it was supposed to be a and all the numbers. The guy came up and said ABC D and 100 people charged the gate. My wife was like the 15th person in line and I was the 18th. I asked the old man in front of me if I could go around to my wife and he said no, so of course I just walked started to walk around him and he pushed me at that time. I told him, "If you put your hands on me again it’s the last time you put your hands on somebody," and the employee reprimanded me, told me to get to the side.

I have traveled for years with Southwest visiting Chicago. Always great. On June third at O'Hare airport going back to Chicago. So 5 minutes before boarding time they told me by luggage was too big so they tagged it and took it. Then there was a issue with the plane which they couldn't fix. And plane was unsafe and canceled the flight. I'm grateful we weren't in the air and then they realized. Anyway got rebooted at Midway clear across town leaving at 730pm. So we go get luggage. And there were may 15 to 20 of us no luggage. Baggage lady didn't know. A few more suitcases off. Then the carousel stopped. They call a supervisor Dominque. Not sure of spelling. After waiting 2 hours 3 and half hours Dominque told them that they needed to get on our found and put on Carousel 12. She was awesome. Don't know if I want to fly southwest again.

I used to fly Southwest for one reason, they don't nickel and dime the customer. Now they're going to start charging for your checked bag. Now, as far as I'm concerned, they're just another airline. Very disappointed! How many people travel w/o a checked bag if going for a significant amount of time.

Having utilized various major airline companies we decided to try Southwest Airlines. Everything started out professional and the ticket agent was absolutely amazing, however I did observe that as customers waited in line to check their baggage an employee who appeared too frustrated yelling instructions. Well after TSA check-In that's where the unprofessional behavior began. As we began boarded the flight, the worker scanned my ticket and loudly stated as she looked at me with a serious attitude, "you got too many bags and gonna have to check one of them". I politely asked "does my scrap over purse count as a bag"? She stated "Yes". Another employee standing by stated, "You can put your purse in one of your bags if it'll fit". Easily the problem was solved.

The no seat assignments and the somewhat chaotic boarding system makes it really inconvenient for families since it is almost impossible to sit together. Add a rude crew to the equation and you will be most likely taking your last Southwest flight ever. I tried Southwest because of the so-called great customer ratings. There's no way anyone could enjoy a flight with this airline.

Southwest has been by far the worst flight we have taken yet!! First of all, we had no idea seats are first come and unassigned!!! Secondly, the seats felt like we were sitting on wood the entire flight. Thirdly, when we mentioned we had no idea the flight seats were unassigned, the male flight attendant proceeded to talk badly about us. This is a cheap airline, so I guess we got what we paid!! Never ever again!!!!

The boarding process is bad. I feel like cattle. I also feels like everyone on Southwest has never been on a plane before and doesn’t know basic rules and behavior on a plane. The staff attempts at humor just comes off as unprofessional and lame. On a flight the staff yelled at us in a dehumanizing way we had to sit in the back of the plane and spread out. Fly any other airline. It is depressing to fly southwest. I am so disappointed there are not more routes for other airlines in the southwest region. To add, literally as I was writing this, package the staffed placed for another passenger fell out of the overhead and hit me in the head. Seriously, do yourself a favor and fly anyone else.

Nightmare Experience!! I recently had to fly Southwest Flight #950 from Phoenix back home to Chicago with my 27 Lb Service Dog & I was shocked by how we were approached & treated creating unnecessary stress to me & my poor calm baby. Checking in and going through security was normal and pleasant. When we seated at the Gate, one of the employees behind the ticket counter yelled over pointing her finger at me asking if that was my Dog. I politely & confused responded "yes, he is my Service Dog" (he had his Vest & Leash on and was laying on the floor resting quietly). I walked over to the counter with my documents and I sat back down.

I just want to give a huge thank you to the crew on flight #2483 from Tampa to Atlanta. My son has a traumatic brain injury, and this was his first flight. The crew made him so special, and he was over the moon. Words cannot express what their kindness meant to me and him.

Stand in line to try and get a seat and then get cancelled. May 2025. Horrible airline. Would rather fly the value airlines. Delay, delay, delay, then excuse, then pilots time out. Also, you have to stand in line... don't get seats assigned. Nothing about the carrier makes sense. They are very expensive for what you get. Just bad. I have horrible experiences very frequent.

I’ve never felt more disrespected, dismissed, and mistreated by an airline in my life. After waiting over five hours at the airport for a delayed flight, we ended up missing our connecting flight due to Southwest Airlines’ complete lack of coordination and communication. But what made this experience truly unbearable was the incredibly unprofessional and inhumane behavior of the staff. When we approached the desk desperate for help, we were met with coldness, indifference, and not even the slightest concern for our situation. We were trying to make our connection, and no one lifted a finger to assist us. When we asked if they would provide hotel or food accommodations, we were told “absolutely not”—with no explanation, no empathy, and no effort to make things right.

Yesterday, I checked 3 bags and a box of equipment for the solar job we were flying to. Just after sitting down on the a-list seat, I get a call from the baggage people saying get off the plane or your box will be disposed. TSA said they were not sure it wasn't hazardous.... They would not hold the box for later pickup or (of course) let us pay for ground shipment. I feel like I've been robbed. This is going to cost us a couple thousand.... And no one is being helpful (just sympathetic). Don't trust me to bring safe baggage on the plane? I don't trust SWA to not take my baggage when I travel by air. Let's go TSA, let's go SWA....

I have been traveling with Southwest for over 7 years for work and today, I was charged $200 for a CHECKED BAG because it’s “too large” all of a sudden. Southwest is taking advantage of its customers and putting money in their pockets. Take another airline!

I had a flight booked for 5/16/25, arrive at 0937. Leave the same day at 2130. Flight delayed until 1130, finally started boarding and still sit on the plane for an additional 2 hours. Unknown what is going on!!! Will NEVER FLY SOUTHWEST AGAIN!!! WORST EXPERIENCE I'VE EVER HAD ON A FLIGHT!!

I have used Southwest Airlines for years and loved them until my last trip. Let me start by saying the flight attendants and gate people were all great. Now for the problem. We were coming home from AZ and had a layover in Dallas. Well the layover ended up being 6 hours due to severe weather. I noticed baggage carts were on the out in all the rain and the covers were not tied down. I told the gate attendant and he said that wasn't good and proceeded to pick up the phone. I assumed to call someone on the ground to bring that luggage in. Well, finally we are all loaded on the plane. We got to our destination and retrieved our luggage. 1 suitcase was hard cover and the other cloth. I had knew we might hit weather so I lined the cloth suitcase with large garbage bags to protect our clothes (on the previous flight we had hit weather and when we got to AZ our luggage was very damp - thank goodness where we were staying had a washer and dryer).

Negative stars! I had 4 flights for my family to get home extremely late. I saw that they had a different one that worked to get us home earlier so I changed to that one for $575. After getting to the airport, our new flight was delayed and now we will miss our connecting flight home. They now have us on the original flight home because it's the only one and they won't refund me my 575 dollars that I paid when I changed my flight. The lady at the kiosk was extremely rude, Joelene was her name. She had no empathy and refused to take care of me after I called her on her rudeness. She literally moved on to other customers and ignored me from there. Delays happen, I get it but putting me back on my original flight home and keeping my 575 is a scam of all scams!!! Don't use this garbage airline.

I recently took a trip from BWI to Chicago and back. Both trips something came up where I had to be on an earlier flight. Southwest customer service personnel as well as the person at the airport were outstanding. Also, the flight was super fast, and the crew members on both flights were extremely friendly. I know people say bad things about Southwest but I fly Southwest a lot and they have not failed me. Southwest is the best and they try very hard to take care of their customers. Thank you, Southwest employees for going above and beyond to help me. 🥰

I traveled on Southwest Airlines today. Before I left for the airport, I weighed my suitcase. It was 48.8 pounds. When they checked my bag, they said it was 1/2 pound over weight. They wanted me to take something out of it. I didn't feel comfortable opening my bag in the middle of the airport, and explained that I had weighed my bag at home, and it was under, and asked if it was possible that their scale was a little off. The long and short of it was they charged me $150 for the extra 1/2 pound, which is an excessive fee, even if my bag was overweight.

I recently traveled from Houston to Atlanta on Southwest Airlines, I never fly so I am not familiar with the protocols of flying. When I checked in I notified the baggage desk that I am a radio personality traveling for work and that I have equipment in my suitcase. At that time no one mentioned that was not appropriate or that I could not travel with electronic devices. She said she would notify them it was fragile. When I arrived to Atlanta, I did not immediately notice because I was tired and jet lagged plus I was off for a few days.

Worst airline and customer service I’ve ever experienced. Not having assigned seats is the most ridiculous thing ever. I am 6’7” 300 pounds. I’m not fat. I’m just a big dude. They refuse to do anything for me to help me get some legroom and some space. They had me boarding in section C and all of the seats with any legroom or any room are taken in boarding A and B. I’m also a disabled Army veteran and usually I can board early with that but because I’m not active duty Southwest says, "Screw you." I have flown with Delta, Allegiant, JetBlue, Breeze, American Airlines, and probably other ones. Without a doubt every single one of those has tried to help me out by getting me a bulkhead or an exit row. Some of them have even got me first class. All without an extra charge.

Day 4....NO confirmation from so called third party Rewards!.. 25 years travelling with Southwest....May be my last! Supervised last night arrogant. Told me to call Rapid Rewards. NOOO ACTUALLY THAT IS YOUR JOB!!!

Booked Southwest Airlines tickets via Fareoyard. After having read numerous negative reviews of Fareoyard and becoming aware of sketchy terms and conditions, in accordance with Fareoyard and my state's online purchase terms, I cancelled the purchase. Fareoyard provided my financial information to Southwest Airlines and Southwest Airlines has made several attempts to collect the funds from a legally cancelled purchase.

Delayed flights, delayed flight and more delayed flight! EVERY TIME I FLY WITH SOUTHWEST TO GO HOME FROM MCO MY FLIGHT IS DELAYED, EVERY TIME!!! Not an exaggeration.. EVERY TIME!! It does not matter which airport I fly into so don’t try and blame the airports.. It’s Southwest that is the problem.“Maintenance issues” EVERY TIME?!? This is the absolute last time I will waste my time with this unorganized airline. I WILL HAPPILY SPEND A LITTLE MORE ON ANY OTHER AIRLINE RATHER THAN GO THROUGH THIS AGAIN!!

Zero customer service, after waiting around to get our bags at baggage claim only 3 of our 4 bags showed up. When we went to the help desk to find out where our 4th bag was, we were greeted by a not so friendly woman who made us check all of the luggage carousels before even offering to help. Then when we couldn’t find it, and we were trying to locate it, she proceeded to smirk and laugh at us. Telling us that this happens ALL OF THE TIME. Zero customer service skills, she couldn’t even pretend to be sorry that her airline left our bag in Orlando. Zero help, zero friendliness, zero care if we ever flew on Southwest again. So now we go home and try to figure it out on our own, because why would a southwest employee help.

Pitiful. It’s a damn shame. I ask for wheelchair no one can help me. So I got pass the gate, hunted me down a wheelchair and rolled myself to the gate. The security guy where you check in your ID rude, mean, telling me step to side and get my ID out then come back up then I checked in, come find out I had lotion and mouthwash in my backpack. They took it but they didn’t take the lighters I had. I had two hidden in my backpack. Big dummies and I might had some ** big dummies!!!

I called Southwest to purchase three seats for my wife, who needs to be able to lie down during the flight due to back issues, but I could only purchase one extra seat for her, not the additional two needed. They stated I had to wait until the flight day to see about purchasing a third seat for her in person at the counter. They could not guarantee me availability for a third seat! They wouldn't let me buy an extra seat under my name because I was not overweight. Why in the world would Southwest not allow me to buy the seats I want? They are just losing money and a customer. Now I have to have my wife fly separately through Delta (who actually will accommodate my wife's medical needs) from me and my kids because they don't know how to give excellent customer service. Common sense is not within their management for making a stupid policy!!

I flew exclusively on Southwest for twenty years. Their prices were usually the best. Free luggage made the loyalty decision easy. The Rapid Rewards program was the icing on the cake. Not so much anymore! All the changes they are making will make them just like "all the other airlines". Charging for luggage, charging for certain seat selection, allowing booking through third parties. They've lost their edge. :(

I had the worst experience flying with Southwest Airlines. My family of five travels together with one large luggage to keep things simple and convenient. However, on our return flight, they charged us an extra $200 because our luggage was exceeding the standard size by just 5 inches. This is absolutely ridiculous! We could have easily checked in 5 smaller bags, each included in the price, but that would have taken up more space in the compartment and added more weight — making this policy clearly about squeezing more money out of customers, not about space or weight. To make matters worse, we weren't charged this fee on the flight in, but only on the way out. They claimed they changed the policy during our vacation, which felt like a total scam. This is pure corporate greed! I will never fly with Southwest again. Avoid this airline at all costs — they are nothing but scammers and crooks!

I am a long-time customer flying with Southwest Airlines. I have REALLY enjoyed the two free suitcases when flying with Southwest Airlines. I heard on the news that Southwest Airlines is no longer offering free suitcases. This is not a good thing since now the competition from other airlines will prevail. I am DISAPPOINTED with Southwest Airlines taking away the free suitcases from their loyal customers. Time to fly with the competition. Adios Southwest Airlines, it was nice while it lasted.

NEVER flying Southwest again! They canceled our flight after telling us we couldn’t separate our connecting flights. They told us we had to book a separate flight to Honolulu if we needed to go earlier, which we did. Then they canceled our flight home and told us that we had to purchase another flight home on our own dime.

My name is Allen and I never write reviews. But I think the downward spiral in quality control and employees this company hires merits some attention. I first flew with Southwest in 2017 and I loved it. Staff, both on and off the plane, were very nice and seemed as if they really enjoyed their jobs. Over the next 7 years, I would only fly Southwest and never had any issues. I recommended them to everyone I knew who needed to fly domestically. The fares were cheap and the open seating really kept me as a customer. For the foreseeable future, Southwest would continue to be my preferred airline. During a round trip in March 2025 (my first business class ticket ever), I would interact with two individuals with smart mouths that really put a damper on my image of Southwest.

I was flying from Miami to Orlando after mission trip in the Caribbean and this flight attendant threatened to deplane me because I protested about moving my carry on bag which had chocolates for my daughter. She threatened to call the cops, just because I didn't want my carry on bag squished. Bear in mind that I was flying business select. Southwest has the worst flight attendants.

Southwest has always been my preferred airlines because of the the open seating and 2 bags fly free even when I could get flights cheaper or a direct flight on another airline. I have a Southwest Airlines card and had a companion pass. Now with the upcoming changes to assigned seating and paying for bags, they are no different than any other airline and will lose what made them special and my preference. The loyalty program is being downgraded. I have 5 more flights before May 28 when the bag charges start and then I will be looking for airlines that are cheaper or will provide direct flights. With these changes, Southwest is losing a loyal customer.

For over 20 years I have only booked my flight on Southwest Airlines. I am a senior citizen and I save to fly. Once again, a company that I thought gave a damn about the less fortunate is now joining the class of "GREED"! You want to reward the people who are able to pay and who don't care and punish the people who are old, families and the people who have to live moderately! You have at least 60% of your passengers who fall in these categories! We fly with you because you made it possible by not adding the "extra charges" like our baggage and now you're going to charge for bags making it almost impossible to travel. The only thing you did was we now have choices as to what Airlines we fly.. It'll cost the same. You're no different! The price to fly is already ridiculous. Now you charge for bags?

Extreme incompetence, related to dealing with a person with disability, no caring or competence, arrived at airport, having reserved a wheelchair in advance, went to ticket counter wearing oxygen, waited approx 30 minutes for wheelchair, got wheeled to gate and was told I could not board because I need boarding pass stating need oxygen, more delays had to have my son go get a boarding pass to there liking, when complained was told if I did not stop I would be denied boarding, due to their incompetence, even though it was southwest fault for not stamping my boarding pass, that I need wheelchair and stating I was on oxygen, ran out of oxygen 30 minutes prior to landing, asked for assistance, and was told I should of brought more battery, I had 6 hours of battery life but due to their delays I ran out, ended up having a breathing flare 3 days in bed,

Shame on you Southwest. I bought tickets to Atlanta back in September 2024 for a February 2025 trip. I also purchased the early bird check in for me and my 11-year-old daughter so I could guarantee that we would sit together. When it came time for us to return home, I checked in 24 hours to departure, as I plan ahead to ensure my boarding is at least an A or B (since I paid extra on top of my ticket for this). Then later that night, around 9 pm I get notified that my first flight was delayed by an hour and a half (with no explanation just delayed). This meant I would miss my connecting flight home.

SWA has been falling and falling in Erie the years. Now they are simply a cattle cart. But if the bank is broke they are still the cheapest around. Nothing runs on time anymore and the luggage unloading seems to have really deteriorated

Hello, I've been a loyal Southwest Airlines (SW) customer for many years, frequently flying and utilizing their credit cards. However, in recent years, I've noticed a decline in the boarding experience. It seems that an increasing number of non-handicapped individuals are pre-boarding, which diminishes the benefits for A-List members like myself who invest significantly in the airline. Additionally, many infrequent travelers bring oversized luggage, occupying multiple spots in the overhead bins, further complicating the boarding process.

Followed the rules to cancel one passenger from a 2 person reservation using SW app w >24 hour notice for flight credit: 1) Cancel or Change choice given. -> 2) Tapped Cancel. -> 3) Choice then given to choose which passenger. As both passengers already had check marks beside their names (not in little boxes), I tapped the passenger to cancel and that person’s checkmark disappeared. -> 4) Next screen indicated cancellation NOT of the passenger’s name I had tapped but the one I DIDN’T tap -> 5) Received email notice of wrong person now cancelled with flight credit issued -> 6) Called customer service 1-800 number and got “Jared” to straighten out this wrong passenger cancellation from the app.

You guys are the worst, the staff, the flight attendant, asking customer to check their bag and I ask them to do it and they don't want either. I have pride and confidence in it and have to sit separately with my wife, have to sit in leftover seats. What a waste of potential. I do not want to say flight number

Made a change for a flight and the change fee went to my work credit card. Called to switch that charge to my personal card which is on my SWA account and was told that they would have to cancel the whole flight and rebook. So a $8.99 change fee can't be switched to another card.

The flight attendants are exceptional. They make your flight comfortable. They are kind and cordial and accommodating. However, the staff at the TF Green Southwest customer service counter are the opposite. Samantha is cold, aloof and I accommodating. The “supervisor,” Joshua, was the exact same. Very miserable, cold, unfriendly personal. When I CALLED into Southwest, I received a gentleman from Albuquerque who was, once again, kind, helpful, accommodating. So…moral to the story…it’s TF Green. They suck.

I usually choose Southwest Airlines as my main airline for domestic travel because my experiences have always been great. However, this is my first and likely last time using them for additional services, like car rental, during my trip. I wouldn't recommend their car rental booking due to the hidden charges. It's best to book a rental car directly through the source website. Regarding the points, I don't find them worth it; I'd rather just purchase the additional points from Southwest Airlines directly.

There was a selfish, disrespectful man, who without any type of mitigation attempt (i.e. N-95 mask), chose to board our flight while contagious and proceeded to coat me in his germs for 3 hours. Based on his obvious sick cough, he should have been prohibited in order to protect passengers. Unfortunately, TSA and Southwest airline agents, whose job it is to identify those too sick to fly, ignored this man's very loud, sharp, harsh cough. As soon as we heard it, we knew it was problematic, but had already boarded a completely packed plane, flight 2327 from TPA to MCI, in an effort to beat a winter storm that ended up dropping up to 14 inches of snow.

Unhappy people say, and do unhappy people things! If you don’t have anything nice to say, don’t say anything at all. With that, Southwest Airlines is an amazing airline with even better customer service. I have never been disappointed flying this airline and I live Bicoastal; flying at least once a month for 8 years. People tend to forget that things happen that the airline can’t control. Instead, be happy that you can even afford to fly. This airline is exceptional and anyone who says otherwise is simply unhappy. Thank you Southwest Airlines!

Never buy a gift card from Southwest! I was given a $50.00 gift card and I am unable to use it. I got in touch with Southwest, and they just said no refunds! All I wanted was my $50.00, but they just said a flat NO. However, they can offer $500.00 off any destination they fly to. What a joke. I strongly recommend to stay away from Southwest!!!

I recently had an incredible experience with Southwest Airlines that I just had to share. On a recent flight, I lost pieces of gold jewelry worth $40,000. My son accidentally left in the upper compartment. Needless to say, I was devastated. I immediately contacted Southwest’s lost and found, and their response was nothing short of exemplary. The airplane left in minutes to Atlanta. From the moment I reported my lost item, the staff was incredibly empathetic and professional. They assured me that they would do everything in their power to locate my valuable item. Over the next few days, I was kept informed about the progress of the search through regular updates, which helped to ease my anxiety.

I had the BEST experience yesterday, December 27th, 2024. I flew to Nashville, BNA, to pick up my mom (94 years old) and bring her to my house for a visit. On our flight from BNA to Baltimore the one flight attendant, Douvana, was awesome!!! She was humorous with the safety announcement along with other announcements she had to make during the flight.

beware of false advertising for credit cards promise of cash and points. I signed up for a credit card promised 200 dollars reward if I spend 1500 in the first 3 month and 50000 points. Well I received my 200 dollars but only 20000 points been calling for almost 9 month and nobody knows about the 50000 points. They say I have to call my bank or show proof? Proof of what? If you go on now I said, "You get 100000 points." It changed all the time. I canceled and the representative was cold and rude. She did not care. I am done with this airline and the lies. Also the drink tickets....rip-off.

I recently went on a trip, I honestly have to say that Southwest is one of the best airlines. I must admit that the tickets are expensive, but I had the choice to pick my own seats. The crew were very joyful, the flight was smooth and on time, and the amount of bags you can take is awesome, you don't see that in Frontier 😀 . Will I fly with Southwest again, of course I would, no questions asked.

Courteous and friendly staff. The whole system they have is kind of screwed up though. I paid for Business Select. My flight got changed and I lost Business Select which means I lost my priority boarding and my free drink tickets. On my next flight, the lady asked me what I wanted to drink, and I was under the assumption that somehow they knew I had already paid for my drinks and had previously Possessed business select tickets even though on this flight, I had been downgraded. Later, she came by with a large drink ticket and said that they cannot honor the business select from the previous flight that got canceled. If I want a refund for the business select and hopefully the drink tickets it's another tour of calling the 800 number.

I booked a flight with this airline and canceled my flight with more than a week's advance and they refuse to give me my money back. Life happens sometimes, I didn't want to cancel the flight, I have never once had an airline refuse me a refund before, please, please, please use any other airline to avoid having your money snatched from you in the sad event you need to cancel.

I allowed an associate to use my debit card to pay for her airline ticket, she chose Southwest. The next morning (less than 24 hours after booking) it was discovered that she would not be able to travel for some time, we contacted Southwest and asked for a refund; they declined and issued a "credit" in her name. She never flies and won't be able to use it. Now I am out $376 due to their "policy", their "policy" allows them to be thieves. I do NOT recommend Southwest.

Great service and excellent customer service. They accommodated me when I missed my flight. No charge in bags and free complementary drinks and snacks. They are really good at what they do, and I strong recommend this airline. Thank you, Southwest.

We frequently fly between San Francisco and Albuquerque and have flown with Southwest several times due to cheaper airfare even though it is not nonstop. We have experienced significant flight delays every single time. This airline is so unreliable that they manage to turn short flights into an all day challenge. Never again will we fly with Southwest.

I’ve long flown Southwest. My experiences have always been excellent! I’ve even read “Nuts” (a book about Southwest by their late co-founder and former CEO Herb Kelleher), as well as anything else about them I could get my hands on. Anyhow, I flew them again yesterday and today for a quick business trip from Kansas City to Dallas and back, and I want to say how pleased I was that every one of the crew wished the passengers “Merry Christmas” as we were disembarking, instead of the PC “Happy Holidays!” I never have understood how it should be offensive to wish someone to have a Merry day on Christmas, an official Federal Holiday! Thank goodness sanity is beginning to return!! Again, thank you!!

I had over 27k pending rewards points from Refer A Friend and when my statement closed out the points were not applied to my balance. I called Chase and they said they were sent over. I called Southwest and they said they never received them and they would have to contact corporate and I needed to wait up to 14 business days. This is highly unacceptable and has greatly impacted my trip on what I was hoping to purchase with rewards.

I'd like to start by saying that I have had decent experiences with Southwest in the past. However, we booked a vacation flying out of San Antonio to Cabo San Lucas and it has been rough. First, our flight was delayed out of San Antonio and we had a connecting flight in Houston. I understand that delays happen. However, the Southwest staff led us to believe that our flight out of Houston would also be delayed which is why we decided not to rent a car to drive to Houston to catch our flight. Once we accepted that we would not reach our final destination that day, we arrived in Houston ready to just work through the circumstances. In Houston, we waited for an hour and a half to get our luggage, once we received our luggage and arrived at our hotel, we realized that not only were our bags soaked, but the contents inside were soaked as well. We had to unpack both of our bags, and let everything air dry overnight which was a major inconvenience.

Early Bird Check-In appears to be a rip off, I purchased it for my wife and myself and it states it will check you in 36 hours before your departure time. This is an additional 12 hours before everyone else. However the App this morning and the website says nothing. So when you call and ask, "how do I visually know you actually checked me in" the woman I spoke with stated, "Oh you will not until 24 hours before when you see your boarding pass." And I was like, "Well then you have no proof that what I paid for "36" hours before occurred."

Hi, I called up Southwest today and talked to Mary who works in Texas. My TSA wasn’t on my board passing and Mary helped me out by putting it on my boarding pass. I really truly appreciate her. My mom and sister both work as greeters in San Francisco and they could have also helped me but Mary did her job right. Thank you Mary

Southwest Airlines has always been our airline of choice until this last trip from Washington DC back to our home in Austin, TX. I had packed a pocket knife in my suitcase and purposely buried it fairly deep into my clothes and other items. We got home later that evening after dropping off other family members and eating dinner. Upon unpacking I immediately noticed my knife was gone. Southwest is not accepting responsibility for the missing pocketknife. That stated that if there is no damage to the luggage then they won’t be held liable. That’s ok Southwest. It was a $175 knife so it’s not the end of the world but we won’t ever fly Southwest again. Terrible customer service!!

I can’t say enough good things about Southwest Airlines! We had a medical emergency hours before our flight and the southwest agent switched our flights and took care of the fare difference. I am so grateful I’m a southwest frequent flyer and want to give more than 5 stars for how quickly they accommodated our situation. Kudos to the curbside agent at Midway Airport today around 6:00 pm!

I would've not even rated the service a 1 star. We are disappointed as a company to learn that we are not able to transfer flight credit for other employees when traveling due to travel change. We will not receive a refund, and the flight credit is useless. We have spent so much money using Southwest Airlines and now our company will never use this travel airline ever. Company out there that uses Southwest for travel I warn you now not to book. If you have any last-minute emergency or changes to your employee travel, you're wasting money!!

I absolutely love Southwest Airlines ticketing and airline staff - I have never had a problem while on the plane, but I have always been hesitant when checking my bags because of how roughly I have observed the baggage handlers loading the bags onto the plane - Years ago I had a bag damaged and never said anything, this time I thought I would speak up. Again, I reiterate the crew and ticketing personnel have always been courteous. I did not pay a baggage fee, so I did not have a receipt for one, my bag however was damaged, and I provided a photo. Thank you in advance for your time to look into this.

Southwest Airlines: The $650 stroller disaster. Gate-checked with trust, returned demolished. Their response? Blame the customer with “not our problem” policies, claiming my stroller wasn’t “suitably packaged.” How exactly does one package a stroller for gate-checking—bubble wrap and a bow? Gate-checking is clearly a dangerous gamble, and their dismissive response shows zero accountability. Families deserve better than careless handling, robotic excuses, and damaged property. If this is their idea of service, I’ll take my business elsewhere.

I will ask for a refund on my upgrade because when I boarded A1-A15 upon entering the plane the first 10 rows were taken by single people who were all saving seats for others family members that did not pay for the upgrade. This is twice I have been squeezed for 55 an 60 dollars, when others boarded in C position and got a better sear than me because Southwest does not protect that commodity I will sue them for false advertising of a better position than others on the plane for a mere 55 dollars. Not good business. Not good customer service. ZERO STARS.

A mechanical issue with a Southwest plane caused me to miss my connection. There were no other flights from Laguardia or Chicago to Louisville that day, so I had to book a Delta flight home for $268.48, as the earliest Southwest flight was the next afternoon, and my husband had a work trip the next day. Southwest refuses to compensate me for this additional expense, offering only a $200 flight voucher. This followed the worst customer service experience of my life with a Southwest gate agent, who verbally assaulted me when I asked about options to get home that evening. I have contacted Southwest seven times, including by phone, requesting to speak with someone directly, but have only received emails.

Absolutely Horrible Experience with Southwest Airlines – Never Again! I am absolutely appalled by the way Southwest Airlines handled my recent luggage disaster. On October 30th, I arrived at Orlando Airport, only to find out that they had lost my luggage. I spent over 4 hours (from 7pm to 11:45pm) waiting at the baggage claim as they “searched” for my bag, and when I was finally able to leave, they hadn’t even filed a report until 20 minutes before I was about to head to my hotel. Absolutely mind-blowing!

Arrived home 3 hours late due to delays, I went to baggage claim just to see my suitcase open coming up the carousel with items hanging and falling out. There were over $700 of jewelry, medication, and perfume missing from my bag. I was told they didn’t mishandle my bag. Not their fault. Then who opened the bag? I will never use this airline again. Careless and irresponsible. No TSA tag so who opened the bag? It was zipped when I gave it to the lady at the ticket counter. The jewelry is irreplaceable but someone has it and it’s cameras everywhere. They don’t care enough to look. Terrible service to a 20 plus year customer.

I traveled to Cancun Mexico on 10/25 and I had a Louis Vuitton purse inside my suitcase which got lost. I reached out to Southwest and I've been told they are not responsible for it. Needless to say I will never use the airline ever again.

I purchased five tickets with Southwest Airlines “Want To Get Away “ to Las Vegas celebrating my retirement, well one could not attend the celebration so I cancel her flight thinking I would get a credit back on my debit card however I was told after I got back that I couldn’t get my money back nor could I used the ticket. Only the person who I bought the ticket for could use it. That should have been told to me when purchasing by a live representative, advertising is deceptive and misleading and cost me to lose my money. These type of tickets should not be allowed online, only purchased through a live Rep. L**

We had an exceptional experience at Southwest on our way home from Florida and we would like to share it with you. We lost our keys on the way to Florida somewhere in the airport. We knew they were in the airport because we have an app called Tile, which allows you to see where your keys are. When we landed, we saw Kerri Ann at the Southwest counter where we got off the plane. We told her our situation and she said she thought our keys were in the preferred lot office. She called the office but the gentleman that answered the phone said there were no keys matching the description but Kerri Ann decided that we should go look anyway. She was almost positive that they were there. She got one of her associates to to get our luggage and hold it so that we wouldn't have to bring that along with us to the office.

Zero stars. We received a text that our 4:35 flight to PHX was delayed and would depart at 5:06 pm. As we are driving, we get another text that says the flight has been moved back again to 4:35. We barely make it to the gate at 4:30 and the gate agent says this flight is gone as he points to the airplane sitting parked by the walkway. We will now get to PHX 5 hours after our planned arrival. How can you justify traveling on an airline when you can't trust their communications? I can't.

On 9/30/24 I was buying a ticket for my mom to come with me on a trip. After I purchased the ticket, I realized I had inadvertently gotten a duplicate ticket for myself. My mistake, I really don't know how I missed putting in her details. I cancelled that ticket and was immediately going to buy her ticket, so I just did a flight credit. I put in her information and everything was going well until I tried to pay. I could not use the flight credit to pay for her ticket because the flight credit was in my name!! I saw that the credit was transferable, so we made her an account, transferred the credit and bought her ticket. On Oct 2nd we cancelled the ticket. As it was past the 24 hours for free cancelation and a refund she got a flight credit to transfer back to me since I paid for the ticket. She was unable to do this because you can only transfer one time.

I just wanted to shout out for an amazing service by flight attended KEN for Southwest Airlines. I was traveling from Ontario CA to Houston Texas on flight # 3189 on 10/14 and was amazed with how wonderful Ken can make someone’s first time fly be as we had a first-time flyer in that flight Ken just made his experience smooth and fun at the same time. He was full of energy and professional, he definitely loves what he does. Thank you for your amazing service, Ken!

I am aware everyone looks so forward to their yearly vacation. I count down the days. I called Southwest Vacations in January 2024, only because my reservations wouldn’t go through online. I received the confirmation email. My husband and I were going to celebrate our 10-year anniversary with all the bells and whistles in Jamaica. So I thought and paid for, per Ken at ext **. We stayed at the RIU MONTEGO BAY in the nastiest, dirtiest place I have ever been. They knew nothing of our anniversary, I was supposed to have the first floor, jacuzzi tub, ocean front…. They looked at me like I had two heads. I didn’t pay almost 4000.00 to stay in a pig hole.

The people on the phone was so so so rude. They didn't admit the mistake made by them and told me "I don't have a manager" when I asked to talk to her manager or escalate the case. I felt that they intended to make their customers mad.

Worst airline ever. Zero notifications through the app or email. Customer service is extremely unhelpful and rude. Never again will I book or fly through this airline. Customer service was the worst experience I have ever had.

I cannot tell you what a breath of fresh air it is that Southwest is actively on top of notifying me way ahead of time for delays and cancellations. I had the most horrible experience with Allegiant who I preferred to fly with. They did not notify anyone last December of a cancellation and said they did. Everyone showed up to the airport and had to fly alternative Airlines. Southwest is amazing, I have zero problems getting a hold of a person on the phone even in this horrible time a devastating hurricane hitting the state of Florida. I appreciate all of you for diligently keeping me informed and allowing me to have a credit on my account for an indefinite amount of time or a refund.

We purchased a large item while in Florida. We immediately contacted Southwest Airlines to find out about returning this item to Kansas with us and we're told that it would fit on the airplane as regular luggage as long as no dimension of the item was larger than 65". On the day of our flight, we proceeded to the southwest check in area and were advised that the item was too large and would need to be shipped via Southwest cargo.

Flew back from Kona, Hawaii back to Denver, Colorado on September 19th. Brought my Drone with me to see some of the waterfalls on the Big island and got some great drone footage but on that flight back home my whole Remote and Drone (DJI mini 3 Pro with the digital display remote) were crushed from something! The Mishandling of customers belongings/valuables is absolutely unacceptable! I have loved Southwest for years, but this is the first instance they have been not even helpful at all and are just ignoring me at this point. Take care of your customers please and make this right! File ID: **.

Do not go with Southwest. Southwest used to be good then got worse. They banned me because of my disabled and seizures and other medical issues and mental health issues and they made me stuck in the airport. And the airline I recommend is Spirit. They are the best . They go way beyond for their passengers and I want to say do not go with Southwest. Southwest is the worst company. They do not like helping their passengers.

Hey Southwest. Recent flights from PDX to Denver, Denver to Austin. Return Houston to SJC then home to PDX. Absolute fantastic flights. The flight attendants on ALL flights were fantastic. Had such a great time. Their professionalism and kindness and overall care for me was stellar. AND we all had a FUN time. Thanks Southwest. You are the Best. Harvey ** Canby Oregon.

I now routinely miss connecting flights, which causes further chaos downhill. What's worse is that I never get an explanation of why my flights get delayed up to 4 times before my missed connection. My regret now is that I've been a loyal flyer and all my points are with them. When my points are used up, I will abandon this airline like they have abandoned their on-time status. There are much better options out there. This is coming from someone who flies for a living for their job.

Shopping for flights this week, I got this message increasing the fare price by 95% in the middle of checkout multiple times. I can understand that dynamic pricing means that sometimes that prices will go up while checking out. The illegal part is that Southwest continued to display the lower price hours, even days later, to new customers (me on a different ip address). This is a textbook case of bait-and-switch pricing which is a deceptive trade practice according to the Federal Trade Commission.

DON'T say sorry. Only if you mean it. This money grabbing company would not give me a refund. I understand about nonrefundable tickets for all types of reasons. But for my Brother to pass away and now I need the money I was going to spend on a vacation to help out with the funeral and this cold hearted company says no. Time to call my credit company and have the charges reversed.

Wife made a reservation, she has dementia and not legally able to this. However once I found out I cannot cancel flight without losing 400 dollars, airline doesn’t seem to care. Doesn’t seem right to me. They should care more about customer.

I lately tried to contact Southwest Airlines using their customer support variety however encountered lengthy wait instances that proved quite irritating. After numerous attempts without a resolution, I decided to reach out to a different Southwest Airlines contact range at 1-855-550-0687. To my remedy, I became linked immediately to a customer support representative with no wait time.

I purchased tickets online but made a mistake on credit card name. I called customer service and was told they would cancel credit card payment and would take an eCheck payment from Airtravelpad LLC which came out of my checking account. So 1 month later My credit card still had the airline charge so I disputed the charge thinking the employee cancelled that payment since I paid with Echeck. We rereceived an email saying reservation cancelled.. I called the customer service number and spoke with an employee that told me that he had no record of my payment and I would have to make another reservation.

Complaint against Southwest Customer Service at Baggage Claim Phoenix Sky Harbor 08/27/2024 approximately 10:45 to 11:00. Confirmation ** Passenger Jason M – Disabled US Veteran PTSD/Anxiety. After being delayed for two hours in Milwaukee we sat waiting for our bags in Phoenix for 45 minutes. With no updates or information given as to why our bags were being delayed, I went to the Customer Service area to ask why our bags were delayed. Instead of answering my question I was met with a barrage of insults and excuses. I informed the customer service representatives that I was a disabled US Veteran with PTSD and that I did not appreciate their insults and harassment.

Our flight was scheduled to leave Las Vegas at 2:55 PM on 8/23/24. With no announcements in the gate area, the flight was quietly delayed to 3:15 PM, then 3:50 PM, then 4:15 PM, then 4:55 PM. Even as I write this review, there still has not been an official reason given for the delay. We have been told as passengers that we will “get to our destination, as soon as we can“. I find this insufficient. With corporate executives making millions of dollars just last year and flying around on their own private planes, they are not (and will never be) subjected to the shocking levels of inconvenience and stress caused by aircraft delays.

I will never give Southwest Airlines my money again no matter how cheap. I've had several flights canceled or delayed from the past but after this flight cancelation that's the final straw. My. Flight was booked 9 months advance returning from a cruise. They couldn't get me on another flight for 5 days which means hotel expenses and food plus days off unscheduled. I rented a car which cost $1100.00 plus fuel and hotel. Southwest kept the money and added another $2000 to my expense.

This is an unprofessional company. My parents and I waited several hours to board a plane that never arrived. We cancelled the flight and went with another airline. I suggest to never fly with them. If I treated my customers like that, I would close my doors permanently.

I am deeply disappointed with Southwest Airlines following my most recent experience, despite being a loyal customer for over 10 years. My wife and children missed a connecting flight and had to spend an unexpected night in Denver due to a delay attributed to traffic control. Unfortunately, Southwest's stance was that the delay was beyond their control, leaving us to cover the hotel and transportation expenses out of pocket.

I used to work for an airline (not Southwest). I know how it should be run. The flight stewardess from DAL-DEN was so incompetent today I was floored. She didn't seem to understand anything basic. Gave attitude to all the customers and was just generally rude. I couldn't believe it.

Flt. Out late, Flight return charlotte to baltimore 2hrs late. Missed connecting flight 20 min so while in flight they rebook me to last flight 5 and a half hours later so I spent 9 and a half hrs in the airport = 12 hrs total for a 3 hr flight and the so call "Customer service" basically nonexistent.

Updated on 04/06/2025: Southwest Airlines no longer cares about their customers. The company has proven this with their recent policies changes that are an inconvenience and more costly for their customers. The company are bowing to pressure from Elliott Investment Company instead of standing by their brand. The company will lose business over this and they should. There are more airlines for customers to fly with that upfront in how they do business. The company wants to assign seats and make some seats with more room and others that won't have as much as room. The seats are already crammed as they are - it is only going to be more uncomfortable.

I wrote a complaint to SW last week and submitted it to them via email. I got a response stating they received it and to date I still have not heard another word from them. I feel this is very poor customer relations. I will think twice before I use them again for sure.

Southwest Vacations has the worst customer service. I booked a package and the hotel closed one of the primary amenities. Southwest refused to help me with another hotel and when I said I would pay they quoted me a price but said my card didn't go through and the price of the hotel went up since the first quote. I ended up having to pay $200 more to get a hotel with a spa and no bed bugs. Definitely do not use Southwest Vacations. It is not worth it. I am shocked Southwest Airlines continues to allow this travel agency to ruin its good name.

Had a pretty bad experience. A delayed flight happened at bwi on a flight to Chicago which we were told we had to either switch flights or be stranded in Chicago for the night because no other flights were available to Tulsa to get back home. Would not have been so bad if I didn’t have my kids with me, one five the other only one years old. They managed to find us a flight that will arrive a 12:30am. Our original flight was supposed to land 7:20pm. 5 hours later. I don’t fly typically so I don’t know if this is acceptable but pretty crazy. No compensation was given for something out of our control.

This is the most unreliable airline unless you are flying direct. Every time I've flown there's been delays and it's unacceptable. Recently I waited all day and finally left at 11pm at night. Will never fly Southwest again.

I had an extremely disappointing experience with Southwest Airlines (Confirmation #**). Due to a Southwest delay, my 12-year-old son and I missed our 6 PM flight in Houston (HOU) and were moved to an 8:10 PM flight without consultation. This resulted in losing our A20s boarding positions, being reassigned to C18, and risking not sitting together. This delay was entirely Southwest's fault, yet they penalized us and pushed profit-focused advertising to pay $170 for upgraded seating. The greed and operational incompetence of Southwest are astounding. If they do not compensate us and reinstate our original boarding positions or offer an equivalent alternative, I will switch to United Airlines for future travels.

You want to know why I got to watch so much. Another flight delayed. Hoping now we make our connection as we leave late. We’re in a large school group, no help with facilitating with boarding or unloading to make those connections. Just hugely bad experience. And it’s every time. I hope the few good employees that I saw make the others improve and not the other way around. We fly Southwest because it’s so affordable. But I will pay for better service and ON TIME flights.

I used to love SWA. They prided themselves on courteous staff and excellent customer service. They have gone downhill. No notifications of gate changes, no announcements, planes sitting for an hour before they announce 5 minutes before boarding that “maintenance has noticed a problem”. The only reason I have 2 stars is because they will give you a different flight at no charge. However, they are not at all friendly about it. I will avoid flying with them at all costs in the future. Free bags don’t make up for horrible customer service.

My wife and I were returning from our trip in Phoenix. After a 45-minute delay, the check-in agent, Stephen **, stopped us and told us we had more than four bags. One of these bags contained our food. I explained that we always do this when flying Southwest late in the day and that we could keep the food on our laps and consume it right away. However, he insisted that we consolidate our bags or risk being removed from the flight.

Guys… I am so annoyed with Southwest Airlines. I recently traveled with them for my grandmother’s funeral and a work conference. You all saw how we got stuck in the New Orleans airport for 9 hours and then slept overnight in the Houston-Hobby airport. Their communication throughout that whole ordeal was non-existent. We SAT at our gate for 9 hours in New Orleans because nobody knew when we’d be back on the plane - or if we would. We were so afraid we’d miss an announcement, so we just sat. When asked about our next flight from Houston, the customer service rep said it was cancelled. We had no notification. We weren’t in the right airport, no emails, no texts, no calls and when we did call, the rep on the phone said she had no information.

I’ve flown Southwest for 30 some years - my parents always preferred Southwest, so that was our airline of choice growing up. The loyalty ran deep - until lately. I now have a child, and need family boarding. But for ‘wanna get away’ there is no consideration given for family boarding. You get what you get. For families choosing ‘wanna get away’ tickets, this is helpful to know - you need to select ‘business select’ and pay several hundreds more per seat so you can make sure everyone is able to sit together. I’ve now had two experiences where me and my 7 year old could not find a seat together. They had to make an announcement and ask for someone to give up their seat.

We recently completed a flight on Southwest Airlines from Buffalo to Las Vegas. I booked business select flights expecting to find a better seat and a few extras. This is not the case with Southwest. The business select only gives you priority to board. There is no reserve seating. It's like a free for all to get a seat confusion and stupidity reigns. They call it open seating. There is no in flight entertainment other than using your phone or tablet to connect to their system. We like to travel with backpacks. These had to be stored under the seat in front of us so we have no leg room on a 5 hr flight, Hard luggage is given priority for overhead lockers back penalising considerate people for travelling light.

Overall, I like and prefer Southwest for many of the normal reasons. It just seems in the last 1-2 years, the preboarding has become very lax and about anyone can ask for it for a possible $20 charge. Whereas, you purchase the business select for anywhere from $75 to $160 more than the Wanna Get a Way. The preboarders are out numbering the A-A15 and yes, there are some who need it. Anymore, most are getting on like any other person with no physical restrictions. At one time they stated A1-A15 was first to board, then preboards. Which they never did. Now they leave it loosely stated as you will get the earliest access to seats and bins. If it is that easy, maybe it would be cheaper and earlier to board to go and request preboarding???

My mother is 99 years and can hardly walk, so we used wheelchair assistant. We travel to Puerto Rico from Orlando, FL. 5/9/24-5-19-24. The service of boarding the wheelchair assistance is very poor, no personnel to take the person to the aircraft, just the ones that can walk goes first. I spoke to the SW employee, said she couldn't do anything. So my mother that can't walk had to wait and when she got to the aircraft she couldn't find a seat available near the restroom, and we couldn't seat together. Coming back we were the third in line to go in, so I taught we wouldn't have any problem, but they started to let other people in before us.

My flight is delayed. I arrived early to LAX. SW and LAX is the least busy, I've experienced in 30 plus years. Yet, lol SW refused my request to board an earlier flight with lots of room because it was 5 minutes past it's set deadline. The slow staff, are the reason I was 5 minutes late. Moreover, although I flew SW 5 times this month and 30 years business before retiring, I'm giving them a long break.

Went to Vegas last week. On the way back my luggage was partially open and my Oakley sunglasses were stolen. They left my Oakley case open as well. I will never fly with them again. So so dissatisfied really.

I boarded flight 1351 on April 28th from San Antonio to Tampa. I strive to get a good boarding position this time I was b18. As usual the flight attendant is standing in the exit aisle assisting passengers. As usually I politely asked her if I could take that seat and 100% of the time they just simply move to the next row over. Miss ** female flight attendant would not move and told me the seat was reserved. I took another seat a few rows back and paid close attention to see if it was truly reserved or if someone was in the bathroom or she was just being flat-out lazy and rude. A long story short boarding position c60 got that seat when she had no choice but to move as the plane filled up. I cannot tell you how I'm disgusted I am with this person in this airline. I have also left the same story with customer service twice and it has had zero feedback.

I had a very terrible experience with flight 2311. I checked my luggage with what I will need for my trip. All my belongings was damaged beyond repair. They broke everything I have in my luggage. I was left with nothing to use because everything was destroyed.

The last few flights that I’ve taken (I fly SWA on a regular basis) they are opting to NOT provide drink service and they/snacks and always use the excuse that it is due to turbulence but THERE IS NO TURBULENCE. Laziness or saving $$?

We fly Southwest a lot. A LOT! No more. Flew from BOS to BNA today. A22 boarding pass as we always book early to get decent seats and overhead bin storage. Have always put my one carryon (backpack) in the overhead bin. Late passenger with a C boarding pass and 2 carryons boarded and their bag wouldn't fit so the flight attendant forced me to remove my bag to accommodate the late boarding person's bag. I'm well over 6ft tall so putting a bag under the seat takes away what tiny bit of leg room available.

Boarding a flight from Baltimore to Austin and I am very confused at why I paid for an upgrade when the Jasmine the flight attendant was saving a seat for a person who decided against paying and sent one person ahead who made friends with the flight attendant. She literally stood in the seat and when we asked if we could sit in the seat she said no. I guess I will never pay for my whole family to board early. Learned my lesson. Pay for one upgrade and make friends with the flight attendant. Got it! Thanks Southwest. Another total rip off from the airlines. At least when I take it from the other airlines I know what I’m getting!