Southwest Airlines

Southwest Airlines

 3.7/5 (745 reviews)
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  • 1 stars

About Southwest Airlines

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Southwest Airlines Reviews

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Page 4 Reviews 70 - 100
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: Sept. 5, 2021

I used to LOVE Southwest Airlines above all other companies. From the first moments I walked into the baggage line to the plane ride. It was top notch customer service. I even use their credit card. Last year I started noticing a decline in their kindness, but I chalked it up to Covid. It’s been hard year on us all. The last straw was a couple weeks ago (my third trip on Southwest this summer). I had come into the check in baggage line in Reagan DC airport. I checked my bag in at the Kiosk and promptly got in line to give to the lady at desk. There was two lines to choose from, neither was marked clearly so I assumed (as others did) it didn’t matter which one we got into.

After over a hour wait in our line and feeling very anxious that I was going to miss my plane. There was a lady two people in front of me was being yelled at by TWO Southwest employees because she had used the kiosk and the line she stood in was for full service only. They made her go to other side and re get in line that was wrapped around three times. The Southwest man was non sympathetic to her pleas and the-other coworker was saying hateful remarks behind him. This lady left crying and I’m sure missed her flight. I now just realized and in a panic cause I self checked my bags at kiosk too and was so scared to face the attendant. I walk up to her and she nastily says “I really wish YOU people would wait to be called”. And then realized I had tagged my bag. She glared at me and says “Did you not just see what happened to the other lady?” And she continued to berate me and be very insulting while taking my bags.

I got the impression I should of been grateful to her for taking my bag (I did do half her job. All she had to do was take my damn bag.). She let me go through. But I was almost in tears. By the time I got through security I walked right up to my terminal and asked the south west guy standing at gate, if they had boarded yet? He could hardly bring himself to lift his head from his phone and mumbled no. But everyone lined up a min later. The flight was ok. No complaints once on plane. I am completely disappointed, and hurt by this airline. Plane tickets aren’t cheap, it’s stressful to travel anyways, and to be treated like dog poop from the company you used to love sooo much. Is just too much. I am about throw in my credit card and towel into this airline and find another.

5 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: Aug. 28, 2021

I flew from Denver to San Jose Ca. It was a pleasure from checking in to boarding the plane, flight was on time, airplane was very clean and flight attendants pure pleasure. I am 75 years old female and love to fly. Will recommend Southwest to my family and friends,

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Rated with 1 star
Verified Reviewer
Original review: Aug. 25, 2021

They do not care about your safety. They did not intervene regarding a threat to my life. I complained and they arrogantly ignored it. They care less about passenger security. Do not fly with them. Never again will I fly with them.

4 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: Aug. 9, 2021

The flight attendants are passive aggressive and are very short when answering questions. I asked zero questions, asked for literally nothing from them and they were still rude. I felt super bad for the passengers who ACTUALLY needed ANYTHING. The flights are constantly delayed and the plane is always hot. The ventilation was awful. They overbook and cram people together. Just pure hell. I used to love them. Now I will never fly again with them. Also the whole pick your own seat thing is not a perk! People cut in line all the time.

6 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 26, 2021

I gave one star cause we landed.. Horrible. First we leave late...30 minutes late. Then we land and the scheduling geniuses can’t get to our gate. So we sit in our destination for 50 minutes and counting waiting for a gate to open?? Who’s running this idiot squad? They have now caused me to miss two different busses. Ps all of this is still going on now!! Like I’m still on the plain!!! I’ll probably miss the third bus too!!

6 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 19, 2021

I came to the airport to pick up a minor child. There needs to be a serious change in this process. I arrived an hour ahead. I was thinking this is plenty of time as I am not checking in for a flight. I’m picking up a child. Realizing I had to go through security, an hour I thought would be plenty of time. You have to go through the entire check in process AS IF you are checking in for the flight. NO ONE CARES if a child is left at the gate waiting for you. Southwest check-in staff was not helpful and there was no empathy in relation to a scared CHILD who is alone at a gate waiting on his parent. AGAIN This was not handled with any kind of empathy or compassion for a CHILD.

8 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 16, 2021

Have flown SW about 20 (round trip) times per year for 5 years. Due to no change fees it was convenient. Now all the other airlines offers no change fee. Lately SW has increased their fees much more than other airlines. They use the scam of mentioning no fee up to two check in baggage. But if you compare their prices with other airline on the same time schedule, you will see that the difference of the fares of SW and other airlines is more than you would pay for 2 checked in baggage for other airlines. e.g. one of upcoming flight from CMH-AUS in mid October 2021, SW fee is $750 vs American Airlines fee is $450.

So basically SW always charge the customers upfront as if they are checking in 2 baggage, even though most has only carry on (and pays the extra fee). Simply check in any route and compare their fees with other Airlines, the difference will be more than you check 2 baggage in other airlines. Worse is when I sent them a message regarding to this, I received a very arrogant answer. Not so friendly skies as they claim!

5 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: July 16, 2021

LaTonda helped me and was so professional. I was very impressed with how nice she was and how she spent time assisting me adding the wheelchair option which had been dropped along the way when they changed my times. Thank you so much.

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Rated with 1 star
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Verified Reviewer
Original review: July 8, 2021

Today at the airport I had a terrible experience with an SWA boarding agent. The agent who sold me my ticket and issued a boarding pass did not mention anything about not being able to bring a carry-on in addition to the small dog in his bag. This was not a policy expressed prior to going through security etc. As a result, I had my important items in my carry-on and planned accordingly. This included medication and tech items.

When I got to the gate, someone announced that folks who needed additional time to board the plane should go to the gate. I did so and immediately was told without a hint of politeness or consideration that I could not have a carry-on. If I did not check the bag "I WOULD NOT BE LET ON PLANE." It is stressful to be talked to like this and aggravating to shuffle belongings around at the last second at some jerk's whim. I would be more flexible if communication was improved. I believe that I was only singled out because I made the choice to notify staff I needed a few extra moments to board as it says in the highlighted section of the airline’s website. If I had not asked for an extra minute, it seems unlikely I would be ordered around like this.

It's not ok to change policy at the last second and be so rude about it and then not expect any frustration in return. Being ordered around like a criminal in response to trying to have basic accommodations is not ok. I do not "look disabled" but suffer setbacks in panic and related issues, especially in the airport. A little consideration goes a long way. Even normal levels of human consideration for the customer would be leagues ahead of the experience I had with the airline.

6 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 5, 2021

My flight was delayed seven hours with no reason. My return flight is now delayed 5 hours due to a “plane swap”. Southwest does not care about its customers and has horrible customer service. Southwest did absolutely nothing for the inconvenience that they caused its customers. Not even a cup of water. I will NEVER fly Southwest for business or pleasure. I hope they go out of business.

8 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 3, 2021

After booking a reservation my sister, her boyfriend, her two children and our nephew was greeted with the poorest service offered to mankind not only by staff at the airport but a supervisor over the phone. When the 5 of them arrived at O'Hare airport 2hrs away from her home town, she was shocked to see her flight was 2hrs delayed. She greeted a rep and ask was that accurate and the agent confirmed. She then ask what did that mean for her connecting flight in Tennessee because they wouldn’t it in time for the connecting flight departing at 9:35. She was told by the agent they don’t hold flights and it would be on them to find shelter for the family of 5 and she’d get them on an afternoon evening flight.

My sister then told her that wouldn’t work and why wouldn’t the airline Southwest accommodate them somehow for shelter since it is their delay. She then ask the agent what was her opinions. She was told either take the delayed flight come out of extra expenses for shelter or take a refund she agreed to the refund. She called me to let me know she wasn’t gonna make it to bring my nephews to me for the summer. I then told, "We have two airports here. See if you all can fly into Hobby." she approached the desk again only this time speaking with a gentleman. She ask is there any other flights and if they had any flights into Hobby Houston. The guy say, "Yes. Only thing is you have to fly out of Midway which is 30 minutes away from O'Hare. Flight takes off at 7:05. We have 11 seats left. I can get you on this flight at no cost."

He first change the flight for my 7 year old nephew then he was having difficulty finding my sister and her boyfriend reservation so he went over to the lady they was working with who told them their only option was a refund. So he come back and say they can’t rebook the flights for the two adults cause they now can’t find them that they’d need to call reservations. I called reservation waited on hold 1hr to still get no assistance. First the family of 5 had to find a ride to get to the airport that was two hrs away and when they was turned away had to find a ride back home with 3 children and they was determined to get the kids here to their favorite auntie as promised.

As we spoke to an agent she offered to rebook the tickets at double the price. When was ask for an accommodation of flying out of MKE which is her home town agent said it was beyond her control. Would we like to speak with her supervisor. Sure. After speaking with the supervisor the supervisor Nancy wasn’t much help. She said that they could not change their departure city which was a lie then she was confident that they booked a one way when it was a round trip. She then offer to book them at the increase rate because of their Negligence and delay. She offer the expensive rate and for us to speak with guests relations that opened only Monday-Friday 8am-3pm at number 8552344654 and Option 5, Nancy, Monday-Friday 8-3. However I dialed that number and selected number 5 to only get air agent from the airport are Jeff and Adrene

7 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: July 2, 2021

The last flight was cancelled 3 times in 1 day. The flight today was cancelled and they auto re-booked me for tomorrow evening, which is too late for my appointment. I tried to call and am still on hold after 70 minutes. I guess I get to drive 12 hours now. Never again will I book another flight on Southwest Airlines. They use to be good, but they are in the toilet now.

5 people found this review helpful
Rated with 4 stars
Verified Reviewer
Original review: June 29, 2021

Southwest now has service from Richmond VA to Denver CO. SO HAPPY with that service. Flew round trip RICHMOND to DENVER week of 21 June. Great flight; smooth and on time both ways. Only negative was requirement to wear COVID masks both ways for entire flight w/ exception of eating or drinking. Advice to Southwest - ditch the masks, especially for passengers who have gotten their shots!

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Rated with 1 star
Verified Reviewer
Original review: June 22, 2021

Our flight was canceled & had to book an expensive flight to get to Disneyworld. Also had to pay extra for my daughter & I to get advanced boarding so we could sit together on first flight because when I checked in there was a glitch. Horrible experience no customer couldn't say when I could get a flight, or how to get my money back I want my money back for a service you could not provide. I lost 1 whole day trying to make other flying arrangements & lost my money for Disneyworld hopper tickets. Really screwed up a family vacation.

5 people found this review helpful
Rated with 1 star
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Verified Reviewer Verified Buyer
Original review: June 17, 2021

We have been faithful Southwest customers for almost 20 years. Never have we seen such terrible scheduling and customer service. I flew last week and my kids this week...4 legs total, and not one was on time. I have called SW five times & still have not gotten through. Tonight, I have been on hold for 1 hour and 40 minutes. Before COVID, I loved this airline and proudly carried their rewards credit card. I do not recommend using Southwest at this time! They've got to get it together! This is terrible.

6 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: June 17, 2021

Worst flight and customer service. Lost 8 hours. Plus had to pay for food. They gave me a $100 voucher. Last night I went to purchase more airfare. In October I have a flight. I went to use the voucher but it expires in September. It's currently June. I paid for the airfare so I had the flight during their 50% off. It was $850. I was on the phone for over 3 hours to use the voucher. Two agents said they cannot attach the $100 voucher whatsoever. But I can have it extended for another flight later on. I then canceled and found different airline, same flight details for $50 cheaper. This is an absolute nightmare. Go elsewhere if you value your time. They have no customer service and will put you through loopholes. They do not value their customers and will not make it right. They just prolonged the inevitable. I have never been treated like this. It was easier to cancel the flight I had just booked than to resolve $100 voucher on a fake 50% off sale.

5 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: June 15, 2021

Zero stars! Southwest Airlines flight attendants have become increasingly aggressive about masks each time I fly. On this flight # 1339 to Vegas the male flight attendant repeatedly barked over the loudspeaker in a patronizing tone used by prison guards and bluehaired elementary teachers: "Don't let me have to tell you twice to put your mask on" and then all the attendants began leaning over if a mask even slipped down someone's nose and clicking their tongues and pointing at the mask. I literally felt like I was in basic training again as power hungry workers eyeballed us all and forgot about real issues like turbulence and in the event of a crash and this attitude spilled over into service as well with drink requests now only be confirmed by the number of fingers held up, the tone passengers are being spoken to coupled with the domineering physical stances they take because of of the power they perceive they now have over customers.

People are sheep however and do as told. I was fuming inside but bit my tongue, but I can see how a slightly unstable or fed up person might ask to be treated like a paying customer as there have been "2,500 incidents of unruly passengers this year, including 1,900 cases in which passengers refused to wear face masks" ** airlines saying this is the worst year ever. Duh, treat paying customers as underlings in a tyrannical society will cause problems. Everyone should drive if possible. I will. Absolute power corrupts absolutely!

8 people found this review helpful
Rated with 1 star
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Verified Reviewer
Original review: May 29, 2021

For the first time in 4 decades of airline travel an airline charged me for missing a flight that was nowhere near full. I got to the counter and they couldn't help me. They said call customer service. I had to buy another ticket. They took the whole ticket price plus all the fees that they didn't have to pay on the missed flight. Their attitude was quite simple: you missed the flight, you lost $679. I appealed to no avail. A pure money grab. No interest in lifetime customer value. You'll see other reviews along the same lines. Sure, it's relatively cheap and the bags are a good deal, but you are treated like cattle and respected the same.

6 people found this review helpful
Rated with 1 star
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Verified Reviewer
Original review: May 10, 2021

Note, this was submitted to Southwest: Where do I begin? As a very nervous flyer this was not a very good trip for me. Started great leaving BDL to BWI and landing in BWI was a great experience... but it all went downhill from there... We had a 40 minute delay in BWI, was supposed to depart at 1:05 pm, did not depart till 1:40 pm. We boarded the plane, little did we know we would be on this plane for appx 9 hours!!! For a trip to ATL.

After we boarded the plane in BWI (1:40 pm) we were told we could not take off to ATL due to storms in Atlanta. At appx 3:00 pm they let us leave the plane and go into BWI to use the bathrooms. Boarded back on the plane (appx 3:20 pm) only to wait once again, left the gate, taxied the runway from appx 3:20-4:30 pm! Were we ever going to leave BWI?

Before I go on, here's the problem... Knowing that Atlanta had huge storms that day with even the National Weather Service indicating a tornado WHY would they even think of letting this plane leave BWI to ATL??? I even heard there was ground stop in Atlanta!!! Appx 4:30 pm left BWI to Atlanta, again, nervous me and not liking flying and knowing we were going straight into storms in Atlanta!!!

As we get closer to Atlanta I noticed the flight path was changing, then I heard on the overhead speaker if there was a medic in the house to come forward, someone was having a medical emergency.... so our plan had to make a stop in Charlotte (appx 6:00 pm). Another hour long delay or more as our plane sat in Charlotte (appx 6:00 pm - 8:00 pm)!!! And we were told by the pilot that good thing about the medical emergency because we couldn't get into ATL due to ground stops. REALLY???

They let us get off plane in Charlotte (appx 7:15 pm). Re-boarded the plane only to sit in the plane again waiting for clearance!!! Landed ATL at 9:00 pm. Again, plane originated BDL at 10:35, landed ATL at 9:00 pm! We were 6 hours delayed! I realize mother nature happens, but sitting in tight space on a plane for hours esp during covid and having anxiety was awful!!! Our plane should have never left BWI knowing storms in Atlanta!! And we were being told false info and promises by the pilot. To top it off once we got into ATL they did not have a gate waiting for us... appx 40 min waiting to depart our nightmare plane!!! UNREAL!!!! I am not happy at all!

7 people found this review helpful
Rated with 1 star
Verified Reviewer
Original review: April 26, 2021

Flew Southwest during Covid almost every week and they were nice to make changes I needed and I was understanding on flights that were canceled. Now they have full flights and less accommodating when they change flights and want me to spend $350. to change.

4 people found this review helpful
Rated with 1 star
Verified Reviewer Verified Buyer
Original review: April 17, 2021

After I booked a flight on Southwest Airlines, I used Southwest Concierge service to book a room at the Springhill Suites on Creighton Rd, Pensacola, Florida, for April 8, 2021. Southwest Concierge charged me $179.68. The morning after I stayed in the hotel, when I checked out the clerk printed my receipt. The actual charge for the room was $132.96. Southwest UPCHARGED me $46.72. A 35% increase to the price. I called customer service - that term is an oxymoron in this case - and the explanation was that the hotel clerk should not have shown me the true price! I requested a refund and was told NO. You know how you thought that using Southwest Concierge would mean that Southwest would leverage their considerable buying power to your advantage? Well think again, it is an opportunity for them to gouge the consumer. Do not use Southwest Concierge.

4 people found this review helpful
Rated with 5 stars
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Verified Reviewer
Original review: April 1, 2021

They do what they say and I can always rely on them and free 1 bag booking. I have never run into any delay problems and I love their getaway prices. Also, people are very friendly and professional.

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Rated with 5 stars
Verified Reviewer
Original review: April 1, 2021

Took off on time, arrived in Dallas on time. Great service by the plane crew. I was wheelchair bound but was treated just great by the flight attendants. My lost luggage was found in Houston and was delivered to home the next day.

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Rated with 5 stars
Verified Reviewer
Original review: April 1, 2021

Good airlines, fair price, good customers service. No problem cancelling a flight and rebooking. Have done that a few times to save money. They have ongoing sales every few months. Good rewards program.

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Rated with 5 stars
Verified Reviewer
Original review: April 1, 2021

I like this Airline because I have had nothing but a good experience compared to other airlines. On this airline there is no assigned seating and that is a huge perk. Once while flying this airline there was a power outage throughout the airline industry and the airline gave me a flight voucher though the problem was not their fault. To me this is going above and beyond to ensure that the customer is being taken care of as far as being satisfied.

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Rated with 5 stars
Verified Reviewer
Original review: April 1, 2021

I have used Southwest many times, and they have been a first class airline. They seem to be able to keep on time, and get you to your destination when they say they will. I would fly with them in the future.

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Rated with 5 stars
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Verified Reviewer
Original review: March 31, 2021

Your first two bags go free and the stewards are helpful and cordial. The foot room is nice not crowded. I really like when there is a tv on board to watch. When you get your tickets ahead of your trip, the prices are real reasonable. You do get a beverage and pretzels if your trip takes more than 2 hours. I like Southwest as my first choice to fly when it flies that route.

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Rated with 5 stars
Verified Reviewer
Original review: March 31, 2021

I hadn’t flown in years, so I was a little anxious, and on top of coronavirus, we had to sit accordingly, and I have extra weight on me so it was hard to sit in a seat with minimal leg room for 2 hours! (Doesn’t sound like your ideal flight does it?) But the airline attendees were fantastic, they just went on doing everything normally and catering to all of our needs. I felt very relaxed with them showing us they were in charge and assured of our flight! And the trip home was even better! I had no one next to me and sat by the exit in the middle for that extra leg room! Would recommend def!

2 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: March 31, 2021

I love their price and the loading of passengers and often getting upgraded is possible. They get me to my destination on time and with my luggage attendant are always helpful and friendly making my travel more pleasurable.

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Rated with 5 stars
Verified Reviewer
Original review: March 31, 2021

Generally the best price and availability. Found that Southwest Airlines is more generous when it comes to changes. No fee for Baggage is great. The employees in general are easy to get along with and always available to help.

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Southwest Airlines Company Information

Company Name:
Southwest Airlines
Year Founded:
1967
Address:
2702 Love Field Dr.
City:
Dallas
State/Province:
TX
Postal Code:
75235
Country:
United States
Website:
www.southwest.com