Southwest Airlines Reviews

I always purchase my fights months in advance to get a good price. Southwest changed my flight to a 10 hour and 40 minute flight. Five hours of that is a layover in Austin and 40 minute stop in Nashville. I had booked a nonstop flight that would get me into Myrtle beach at 2pm. Now I will arrive at 6 pm. It is important to me to be at my destination before 3pm. It will be a lot more expensive to book a flight with another airline now.

I’m not sure what happened to Southwest Airlines but the flight experience is not what it used to be; it is below par now. We flew to Las Vegas on Friday night from BWI airport, they boarded the plane and kept us in the plane for an hour without any announcements of what’s taking so long to depart. We arrived in Las Vegas and waited as long for our luggage to arrive. We flew back from Las Vegas to BWI last night and had an even worse experience. They kept sending updates of our flight being delayed but then moving it back to the original departure time, to again boarding us and keeping us in the place for close to two hours.

I purchased $1,500 worth of gift cards from a third party for Southwest Airlines to use for our honeymoon. When I went online to use the electronic gift cards for the trip we had been looking at, the codes generated by Southwest airlines were no good. You see on Southwest gift cards you need 19 digits. They only generated 16 digits so my gift cards were of no use. When I was finally able to get my money back for the gift cards from the original vendor the prices had increased and the promotions had changed. Our original trip to Mexico was going to cost about $700 per person in the trip. Now is between 1,000 and 1,100.

On 02/22/23 My Husband and I had a flight from Steamboat Springs, CO to New Orleans, LA with a connecting flight in Denver. The flight from Steamboat had been delayed and we sat on the tarmac for over 2 hours then asked to De-plane, When we were all inside the airport again the agents at the desk stated that we were likely not going to make our connecting flight in Denver to New Orleans and suggested we reschedule for a later date. We did as advised, about an hour later they announced they were going to board the plane again. We had enough time to at least make it to Denver for the night. I asked the ticket agent if we could still get on the plane and make our connecting flight. They informed us that since it had been less than 2 hours we would be able to cancel our cancelled reservations and we would still have our flights to New Orleans.

The last 2 times we have flown Southwest our return flights have been cancelled, causing us to have to rebook on another airline costing us over 1k each time. This last time we ever fly with the airline, they delayed our flight 3 times before finally cancelling not allowing enough time to rebook for the same day. They rebooked us 2 days after our original flight stranding us in Orlando, luckily we have friends in the area but cannot say additional days, they cancel leaving their passenger stranded for days needing to find new accommodations. We gave them a second chance and regret it, they should be reimbursing passengers for stranding them. All other flights went out just ours was cancelled. This is not acceptable, we will be spending all our rewards on other things and shutting our rewards account and credit card down this week. Will NEVER Fly them again.

After all the debacle and grief they have caused they still have the worst excuse for customer service. I have a credit of $358 for a flight I paid for that they canceled. Says no expiration date. I have $150 voucher they gave me for the inconvenience that expires in 3 months. I booked a flight. Tried to apply the $150 then the balance from the $358. Even though it says it will apply the funds set to expire the soonest first it won't let me. Either pay more cash on top of the $150 or use the money already paid and risk losing the $150 set to expire. Why should I give them more cash when they have cash already? Why give me $150 for inconvenience then not allow me to apply it. Customer service says call the airline. They are not the airline. They are just customer service. Ok what number do I call. They don't know. What kind of foolishness is this?

I have been chasing a refund due from the flight disruption since 12/30/22 and keep getting non-answers from the customer service line. I have tried by phone and by email. Their internal processes are extremely lacking and they don't seem to want to take care of their customers like they used to. Even though I have tons of points, credits and both myself and my husband are credit card holders for SW, they have lost my patronage after this lack of responsiveness. We'll be taking our business to United. I'd recommend you do the same.

What is going on with SW?? On a return flight from Puerto Rico to Denver, Southwest canceled the second leg of our flight out of Tampa, while we're IN THE AIR to Tampa, citing "weather". After doing much research and having our local news look into this, it appears that only the SW flights were canceled into Denver, other airlines were arriving as scheduled. The actual statistic for that evening were 47% of SW flights were cancelled into Denver and less than 5% ALL OTHER AIRLINES were cancelled. The FAA did not issue any closures or delays to Denver. I can't imagine why weather would be an excuse when no one else was using it. After talking to the agents, we kept being told that there were no other flights that evening, when in reality, there were... TO DENVER! We just weren't offered those flights. And yes, there was availability according to the website. And..they weren't canceled!

I had SWA tickets from ONT to ATL with a connection in Dallas. Southwest clearly lost control of their operation on 1/30-31 and stranded me in Vegas. Ok, there was ice in Dallas, but I would have been happy to keep my hotel room and car another day to avoid being stranded. They kept telling me to come to the airport as they had rescheduled my flight. Instead they cancelled my flight FIVE times and promised me each time that I could reach my destination on time. I asked if there was any chance of missing my connection and SW said no. I think they were fabricating stories because they got me to give up my hotel room, rental car. One time in ONT they pushed off from the gate and rode around on the runway and then parked right back at the gate. It was hot in the plane and full of fumes.

My flight was to take off at 6:30 am and everybody was on board. After about a half hour later just sitting on the plane wondering what is going on. Finally the pilot stated over the speaker system that they were having computer issues. An hour went by and same issues, but now he had to do a control, alt, delate and shut the plane down completely. At this time Southwest started pulling people off the plane that had connecting flights. I also noticed that other passengers were trying to find other flights, because we had no clue how much longer we were going to be delayed or even cancelled at this point.

Our flight was over San Diego about to land and they told us we needed to go to Vegas and then they grounded the flight-we had to drive back to san Diego in a rental -we then had a cancelled flight from San Diego to Reno and it was cancelled several times so we had to drive 10 hours home. No offer for reimbursement -no food -no drink-no voucher offered and no place to stay. Very upset and disgusted.

Adios Southwest!! And for good I am transferring my business, I'm sure along with thousands of others after your 2022 Christmas debacle to an airlines that will, unlike you, earn and deserve my frequent flyer business and not leave me stranded out of state having to rent a car to get home! You don't deserve my business nor will you ever see a penny from me again!! Ever!

My daughter and grandson flight delayed for multiple hours. Every time we asked for help no one would help. When asked to retrieve baggage so we could get bags and get on a different airlines we were told it was not possible. Their service is terrible and they seem not to care about people.

As I was boarding the plan I was told I had to check my carry in because there was no room.. Then they lost it! I had to wait for over a day to get at least an update of when I was going to have items back. I was due to board a cruise the next day. Thank god I made plans to fly two days before cruise instead of just one!

I booked my flight using Southwest website and they gave me a confirmation and the ticket was booked 1 month before my actual flight. I checked in a week before my flight and on the call they told me they cancelled my ticket and they never emailed me or informed me about it. Then they asked me to book it again and I did it and same thing happened again and then they asked me to get to the airport and book the ticket and they won't even hold a seat for me. I will never fly southwest and I will never recommend it.

We were scheduled to fly from Manchester, NH and at 3am we're told it was cancelled. We needed to get back to Orlando the day before our cruise was leaving from Port Canaveral and had to be there or lose our cruise. Southwest had no options so we searched the internet and finally found two first class tickets on Delta out of Boston. The cost for each ticket was $1300.00. It was either pay the price or miss the cruise. We had to pay the price. Today, SW offered us two vouchers of 25000 Rewards points (about $300.00 for each voucher). That covers the SW price but nothing covers the price we paid to get home. I'm sure others had similar expenses that are not being covered by SW. Too bad!

Southwest flight from L.V on Xmas Eve 2022 ruined my Xmas and New Year Eve. Long planned cruise with exciting events with family and friends. If so many hours hadn't passed before the cancelled flight notification, I could've drove to make my cruise before the doors closed. I spent Xmas Eve, Xmas, and N.Y.E. alone and depressed. Only my second cruise so my status isn't one that give refunds.

My plane was delayed coming in from the east coast, so they had to leave 84 passengers behind. They asked for volunteers. They told us we would be compensated with travel money. With 84 passengers being take off the flight my odds of being left behind were good so I was the first in line to give up my seat. When I arrived the next day they had roped off our luggage and had 2 attendant waiting to retrive it for us. It took longer but they kept it safe. Having traveled for many years over the holidays it is not unusual to be stuck somewhere. One flight on United. We spent Christmas Eve on the tarmac of of some airport. We had to stay on the plane until we could fly. If we deplaned we would have to stay and rebook. If you fly over the Holidays be flexable. Know winter and storms happen. Good Job Southwest!

By far Southwest is THE WORST. I purchased tickets for a family friend to join us on a trip to Vegas. She wasn’t certain if she’d be able to make it but she really wanted to go. I thought not a problem. I can always cancel if need be and get my money back. I recall purchasing refundable tickets for her from Tampa to Vegas: Dec 11 - Dec 14.

We were supposed to fly to Washington DC on 12/27, we were notified that our flight was cancelled. So we didn’t make our vacation. I contacted Southwest to get a refund of my monies and they told me that I would have to pay a cancellation fee for canceling the return flight of my trip! I asked the agent how could I be charged a cancellation fee for a flight that the airlines originally cancelled!

I recently had a terrible experience with Southwest Airlines when my flight was cancelled, and my baggage were lost. When I arrived at the airport, I was told that my flight had been cancelled and I was put on a late-night flight. When I checked myself online that even that flight was cancelled, I requested for an option. I was given the option to rebook for the Syracuse via Baltimore instead of original destination to Buffalo. The scheduled flight from Baltimore was at 5:00 PM that left at 2 AM the next day morning. I was told the flight is delayed only to pick up other connecting flight passengers.

I have been a satisfied Southwest customer for years until experiencing the utter chaos that was Southwest over the holiday weekend. Totally unacceptable from NOT notifying customers until the VERY last minute (sometimes at the point of take off) of flight cancellations to heaving checked in luggage in unattended piles all around the airport. I feel traumatized by the whole experience and I will definitely think twice about flying again!

We are family of three (myself, husband and our infant) and are frequent Southwest travelers since last 7 years. We were scheduled to fly out to and fro to Dallas from LGA on Thursday (Dec 22, 2022). Before we even started to the airport our flight got cancelled. It makes total sense given the circumstances of thunderstorm just the previous day. We got our flights rebooked for Saturday (Dec 24, 2022). The rebooked flight had stopover at Chicago (MDW) before reaching to DAL.

I had reservation's for a return flight for 2 marines who are coming home for Xmas, their flights for the past 5 days have been canceled repeatedly during this time. The folks at the ticket counter were probably as frustrated as everyone else is but this does not give them the right to be dis-respectful to these kids who are defending our country. The vouches they received are worthless due to they are not transferrable to other airlines so these kids can get home in a timely manner. Now then the hotel they put these kids up in were discussing and as I am told they reeked with a horrible smell. Back in the day Southwest was the go to airline to "get away". In my opinion they have let down not only our service men and women but all of us consumers who will look for the better deals. I personally would like a cash refund for my flights and I will never use such a unreliable airline again.

Delayed on flight 3061 Christmas Day. 7 hours. But finally we got on at 11pm. As we are taxing out to take off. The pilot says, "I'm sorry to say this but I'm over on hours." So we turned around and dropped us off telling us 2 days after we waited in line with hundreds of people for one SWA associate. To say. Sorry. Wrong line. Now I'm scheduled 2 days later. Why let us on only to say we had to get off.

I do the majority of the travel for 16 people. I, and my family are extremely upset with SW. This past year with all the canceled and delayed flights, it has been a nightmare. Most all of these flights were DAL - MCO and RT on non-stops. But we pushed through hoping it would get better, trying to understand. Birthday flights to Orlando, disastrous with seriously delayed flights. For 7 of our party. Costing us empty nonrefundable hotel rooms, theme park tickets and the stress of all of us not being together for my birthday. Canceled flight for 3 trying to get to HHN at Universal Studios. Tickets bought and and a hotel room unused and nonrefundable. These two stick out but the worst of all, is our Christmas flights.

On Saturday, December 24, 2022, our 18 family members arrived approximately 6:45 a.m. to the Atlanta airport for our 10:25 a.m. flight #999 to Miami, Florida. After check-in, clearing TSA and arriving at Concourse C, I was notified via text that our flight was delayed until 11:00 a.m., then again to 1:00 p.m. and later 2:31 p.m., finally leaving at shortly before 4:00 p.m. I later discovered that the delays were due to staffing shortages, while weather had impacted the northern region Southwest failed to due their ethnic diligence.

I am thoroughly disgusted by what occurred at Southwest Gate 5 on December 24, 2022. Our plane arrived from Cancun at 8:00pm. We were scheduled to get on a connecting flight to Albuquerque on the same plane at 9:30pm. However, we had to exit the plane to go through customs. We arrived at Gate 5 for our departing flight at 8:35. At approximately 9:20, a Southwest employee announced the plane was at the gate and that she was "just waiting." At 9:40, the employee made a second announcement that the flight had been canceled. When we asked why, she screamed at us that there was no flight crew. Then she began laughing and joking with other coworkers and several travelers became upset that Southwest had now left them stranded at the airport on Christmas Eve.

Vacation ruined by Southwest Airlines. Warning to others when booking a vacation to Loreto Mexico. Do not use unreliable Southwest airlines when making connecting flights to holiday destinations. Sat on the plane for three hours listening to false promises from the captain about taking off in 15 minutes. Flight was eventually cancelled, missed connecting flight from PHX to Loreto, unfortunately no flights available until the day before I return. Lost $3500, Southwest Airlines issued me with $100 voucher for use on another flight.

If I could give it a -5 I would but here we go …Southwest Airlines had one person checking in people with lines around the door…. That was horrible, but the lady at the counter could have cared less about people not making their flights! This was in John Wayne Airport on December 3rd. I was so stressed out and finally it’s my turn and she told me to walk back. She wasn’t ready for me. People like this should not work with the public especially everyone they’re catching flights flying out of town on time crunch!! And then her sucky attitude on top of it. I am so excited to get a credit card with Southwest to get points and now I’m just not too sure I’ll keep using them!!

Southwest Airlines refuses to let me file a complaint. The supervisor John argued with us over the phone then hung the phone up on us we called back and spoke to the supervisor Sharrol laughed and had some other employees laughed at us in the background and refused to let us speak to their manager Jason. She said she would pass the message to him before she hung the phone up on us. I do feel this was a form of racial profiling. I feel very discriminated against. This is not Southwest first racial profiling me.

The boarding process is chaotic, stressful, and takes longer. Unassigned seating does not incentivize travelers to check their bags. It just stresses us out, especially if you have to store your luggage further back from where you can find a seat.

I paid extra money for the earlybird check in. But it is joking and cheating. I was assigned a B15 position. How disgusting they are?! They oversell this option without any benefits to customers. Please do not buy it.

I made a reservation through Southwest which ended up being canceled, no problem. The problem is now they “claim” to have to investigate the problem to refund my money. They confirmed this the day of the cancellation through the numerous calls that I had to make. It took less than three minutes to take my money for the trip, why should it take 30 days or more to get this resolved?

My family booked round trip on SW Air. We paid for boarding upgrades in order to board in the "A" group. The first boarding went fine and all 6 of us were in the "A" group. On our return flight, only 2 of our group were given "A" group boarding. The other 4 had "B" boarding. We were 4 adults (2 grandparents), 2 parents and 2 children 8 and 10 years old. The "A" group boarded then a different group, I think parents with young children boarded, which divided our group since 4 of us had "B" boarding. The one parent got onboard, took a seat and "saved" 2 seats for the 8 and 10 year old kids. This caused a ruckus because you can't "save" seats. But finally the argument was settled and the kids were with the parents. SW should at least refund the 4 of us the "A upgrade" fee since we were give a "B" boarding pass even though we paid for the "A" upgrade. It would be so much easier if they assigned seats. I know, I know it would cost more. But it would save problems like we had.

Check in at ticket counter with no problem. When we went the gate the gate attendance made a call because she felt uneasy with the breed of my wife service dog which is for her going blind. So when there is a lot of people around she will whine to let my wife know there are a lot of people around her. So they said she was not a service dog. We have had her serviced through thtough the dod and ada but the airlines employees that is not a service dog. But again just because it is a Belgian Malinois everyone thinks it is a mean dog just because of what movies portray them as a attack dog. So please help us on finding some to go after Southwest Airlines to stop this type of treatment for people going blind.

I have not stayed at the Hyatt Place Waikiki but my complaint is the reservation I made for my grandson to arrive on July 3 through Southwest and had to reschedule because my grandson's travel partner was tested positive for COVID on June 30. I let SW know on June 30 that I would like to reschedule hotel reservations to July 31 due to positive COVID test. I rescheduled flight reservations also. I was told by SW to send a verification of COVID positive test results and they would forward to hotel. I'd been in contact with SW every day since June 30.

Horrible customer service. Looked online last night having to go out of town for celebration of life for my father-in-law. (Flight is $1200 for myself, husband, and 2 year old. Online.) Called to see if we could get discount for bereavement. Was transferred over to the manager after telling the lady it was for funeral. Manager quoted me that it was going to be over $2000. I asked why so much as it's still showing $1200 online. Said that's what he's able to give.

I asked one of the male flight attendants after all other passengers had left the plane that stopped in South Carolina for a cup of water. He said standing there with two other female attendants “no I can’t do. That you can ask the next crew.” That’s it…. And did not try.. The two females just stood there and did not offer any as well. This is absolutely terrible customer service and in today’s time.. How difficult is to give someone one cup of water….

I had a flight leaving Kansas City airport at 7:30pm. I wanted to leave out earlier so I paid $140 extra to leave at 5:20pm the same day. I got a text the morning of my flight saying my 5:20pm flight was completely cancelled. They got me on a flight that leaves at 7pm but said I couldn’t get a refund of the $140 I paid to leave earlier. Not even a flight credit. Also I was in boarding group A on my 5:20pm flight and now they have me in boarding group C and said I would have to pay to change it. No help with anything at all.

Southwest is being horribly deceptive. I recently booked a nonstop flight from RDU to FLL and it was changed to RDU to Baltimore, to Pittsburgh, then to Ft. Lauderdale. Not only is adding 2 stops ridiculous but the fact that you let me book a nonstop and then try to put me through hell with 2 stops is unacceptable. What is going on and what is up with the deception. I will no longer use southwest due to their deceptive practices. It should be illegal.

PRICES ARE subject to change at ALL TIMES, not at times. If you cancel, then you will pay much more. Watch click on purchase - WHAMO! My change in points cost 2000 more to fly two people out! I changed the flight time, points were attractive, on the phone they said the points were in addition to my original flight. NOWHERE DOES IT SAY THAT! The site said 2 left, I purchased & it jumped 2000 points. And, a total of 7000 points for each ticket overall. This is not the first time, best to go with a cash credit card.

Worst customer service and flight experience. On multiple occasions my flight has been canceled 3 hours before my flight with no help of any accommodations for another flight. I have been stranded in an airport alone as a young woman at midnight with no help in booking another flight or finding hotel accommodations. The Southwest agent told me it’s not their problem.

I have almost $600 dollars in unused funds (due to Southwest cancellations) that will expire soon because of 1 year rule which should have been extended during covid but Southwest is all about the money now. What used to cost me $350 max for a round trip now is over $800 if even available. Why pay twice as much for slim pickens if even available both ways, I hope that Southwest chokes on MY unused funds set to expire soon. I do not recommend Southwest Airlines or any of its affiliates! NO MORE LUV.

The staff is great, they need to be paid 10x more than whatever you are paying them now. Corporate is horrible and underpays workers and understaffs import departments, I strongly advise to never fly this airline.

First, the attitude was horrible from flight attendants out of Pittsburgh. I asked if I was going to make my connecting flight due to hour-plus delay. He said yes...a blatant lie....and that it was because people needed to sit down. The plane wasn't even half full yet but all of us WERE sitting. Of course the connecting flights were gone....despite multiple flights in Pittsburgh held for stragglers. So next day I'm at the airport and of course we who couldn't connect were forced to board last and forced to check our carry-ons which I'm sure weren't loaded as I was watching out window and as I was standing for 15 minutes looking out, it was a great view. Never will I fly Southwest again.

I have been a Southwest user for many years, have several hundred thousand points with them and rarely had issues with their airlines. The only time I can recall having issues were due to weather and the occasional repair problem so I naturally decided to try some of their other services like booking a hotel and car their website. I won't be doing that again. They use a 3rd party website called Booking.com to make reservations and despite giving you a Southwest Confirmation number means absolutely nothing to Booking.com because they use confirmation numbers only not the mixed version like Southwest does.

Deplorable customer service! They deserve a negative star. I flew from Syracuse to Charlotte 4/24. When I get my stroller bag I noticed it was partially unzipped, when I go to get the stroller out I see both wheels are broken off and placed under the stroller. The top bassinet/carrier part was also disconnected, which was connected when I checked it in and zipped it up. I know my stroller was intentionally dismantled to make it fit smoother under the plane. I went to the ticket counter where Diane ** and a manager both told me they do not cover damages only losses. They filled out a report and said I can try to talk to customer service to see if they will replace it. I was sent home with no replacement and no check to replace my infant's stroller.

I have always flown and loved Southwest airlines, but something has changed. We were on our way to the airport when we got a message our flight was delayed by almost 2 hours. We finally departed and arrived at our next stop and got stuck on the tarmac. Most passengers were headed for Dallas like us, but they didn't hold the plane. We, fortunately, got on another flight and finally arrived at our destination at 03:00 AM with 3 hungry and tired kids and found all of our luggage was lost...for the second time this year. We had a two-hour drive home with no luggage. The same thing happened with our luggage at Christmas, and it took a week to get it back. Come on SW...live up to the standards you once set. It is like losing an old friend.

Crew members talk a lot of nonsense. Terrible service. Stupid rules. They think it is funny - but it is terrible experience. First class like economy. Do not waste your money. They do not even assign seats. Worse ever experience.

Our flight was delayed which was understandable, but we waited in a long line of planes to take off. It was extremely hot inside the plane. We were supposed to leave at 11:10 and it is now 1:06 (we’re still waiting)

In early 2020, before COVID spread like wildfire, I booked a trip for two to go on a cruise and airfare. That cruise was cancelled by the cruise line and I had to cancel my flight. At first, Southwest stated they would leave an extended credit to use. I thought great, I'll reschedule when this COVID is gone. That was two years ago. Southwest now tells me they will not extend the expiration date of the travel credit further, they will not allow another passenger to use the travel funds, and I can't receive a refund. They are telling me I HAVE to use the funds before September or the money is gone. And not only that but they are telling me my daughter HAS to use her travel funds, even though I paid for both tickets.

I’ve flown a minimum of once a month with Southwest for the last year +. At this point the savings are not worth the absolute madness, the yo-yo delays and last minute cancellations cause. This airline has far too much uncertainty for anyone looking for reliability. Unless you are super flexible with departure and arrival time (by multiple hours or days), don’t waste your time and sanity on Southwest. Particularly if you secure NON REFUNDABLE RESERVATIONS at your destination.

Left Nashville to Phoenix flight 2729 March 15, 2022 at 12:10 pm. Guy scanning ticket at boarding was rude and unprofessional. Mass confusion at pre boarding as to what letter of alphabet we were to stand in line. Went up to get boarding pass scanned and the guy said very loudly in front of about a hundred people “I didn’t call B yet. Get back in line third way down.” Extremely unprofessional and embarrassed me in front of a lot of people. Never will I fly your airline again. Also we be telling friends and family about my experience. If I could give a zero I would!! Also open seating is for the birds!!

Their customer service has gone down hill fast. The covid thing has disrupted everyone's lives and we couldn't take our trip. And they forced us to put our money into the funds account, we couldn't put it back on our credit card. I forgot to use all the funds not realizing they were going to expire and now I am out the $128.00. They wouldn't work with me to get that money back and gave me $18 voucher. They are choosing to keep my money, when if I had my choice I would have refunded back to my credit card in the first place. So disappointed in them. And you can't talk on the phone with them either. I am just a number to them. :(

Plane was a half-hour late taking off due to de-icing procedure that could have been accomplished beforehand. After de-icing, stewards shut down flight to accommodate a single customer who was having a panic attack. We are now 1 1/2 hours late for take-off. (Got to do another de-icing!) A second customer wants to get something out of the cargo hold. Stewards and captain ground the flight to accommodate this customer. We are now sitting on the tarmac, 3 hours after we were scheduled for take-off. Customer service reps come aboard to tell everyone with a stop over that there's no way in hell of making any connecting flights. Chaos ensues as several other connecting flights are cancelled and Southwest Representatives scramble to meet with each customer. Customers wait again while a single customer service representative attempts to see everyone. What a **. Won't be flying Southwest again.

Great price for airfares, but you pay for it with their customer service. They are lazy, do not take time to help their customers, and are selfish with their time. I was recently in Dallas airport and called the desk because their agent had made a mistake with my ticket. I accidentally left my AirPods at the desk. I boarded my plane and noticed they were missing. I quickly checked the location and called the desk. I explained I was already on the plane, so that I couldn’t get off. We had about 75 people still boarding, and the door was still open. The agent at the desk, Kristen, said if I have time, I will walk them to your gate. (This was at gate 4/6, and I’m at gate 10, not far at all) of course, she did not have time, and now I’m being told I have to pay for FedEx to have them shipped back, and that’s if they are found. It’s so sad that they encourage laziness and the lack of customer service.

I was delayed 3 times over 5 hours on a flight and never got compensated and I paid for Business select which is worthless. Worst airline ever!! This is a no-frills airline. Never take this airline if you are claustrophobic or if you get panic attacks.

I have been a loyal SouthWest Rapid Rewards member since 2000. Due to Covid, and my company's policy, was unable to travel for the past 2 years. Earlier in February this year, was able to take the first business trip. I was shocked that my A list status was dropped due to inactivity and without any warning or communication. Contacted SouthWest and lodged a complaint. The response was that there was inactivity and reminded me of the requirements to gain the A List status. This is in stark contrast to the spirit of the customer centric airline that I have enjoyed over the years.

I have been an A-list Preferred member with companion pass for years and generally book all travel with Southwest. So, it grieves me to see the customer service and communication fall so low. I recently had some difficulty with travel vouchers that were expiring and I contacted Southwest to see what options were available to use them…. It was a lot of money! After 1 hr and 47 minutes on hold, I was told that nothing could be done, and there was no one I could talk to to escalate the matter to a higher supervisor. The customer service coordinator actually said “my supervisor doesn’t take calls”. She did offer to have someone call me back in “6-8 business days”.

I left an early Christmas gift on a flight from Logan to Midway. It was wrapped with instructions to not open until Christmas. Once I arrived at my final destination, I called the Lost and Found office in Midway and the woman I spoke with was extremely helpful and told me that they had my gift. She FedEx'd my gift to me and I had it by the end of the week. I am very grateful to Southwest for this experience. I am also grateful for the woman in Midway's Lost and Found office who proved to be kind and extremely helpful!

First things first...we always fly Southwest Airlines. Today 12-25-2021 fly flight 800 to Las Vegas. We are business class which means we paid more for our flight and board before everyone else, which was to depart at 5:55 PM, but did not depart until 6:55 PM, their 1st strike. 2nd strike.... The "LADY" taking everyone's ticket was a complete sociopath and verbally assaulted my wife and myself because I asked about the 25 or so "pre-board passengers" which I've never seen in 40 years of flying.

Very rude people. I was told I had to pay extra to sit with my man and they had open seating. She stood there And argues about it. Never flying Southwest again. We all had seat numbers that should been enforced. She never apologized once. Then my friend was in a wheelchair only to the door she planned on walking on plane, they argued about that as well.

Updated on 12/29/2021: For the overall flight, I would give it 4 stars. The customer service reps are the worse. I booked a flight for my wife and I to Jamaica. We are on the bigger side so I booked a 3rd seat. The customer service lady told me that I would be able to get a refund once I returned from my trip. I called SW when I returned home and they took all my info. The lady told me it would take 5-10 business days to get my refund back. After the 10th day, still no refund, I called SW and checked the status. The lady told it could now take up to 3 weeks to get my refund. I called one more time on that week and a young man told me that he sees the refund has been processed and I should see the refund soon. We are now on business day 18 and still no money. So I called again. This time I was told it could take between 30 to 60 days. Buyer beware. If you try to get a refund from SW they will keep you chasing.

I am so disappointed with Southwest. I was recommending them to friends, but now I am telling them not to fly with them because they are not willing to help their customers and unethical in their policies. If your Southwest ticket was affected from the pandemic and the expiration date was extended to 9/2022, beware as once you buy a ticket now with your travel funds from the cancelled pandemic flight, and then decide that you have to change that ticket, your expiration will be only about 15 days from the day you cancel the new flight.

Do not fly this airline. Especially if you have a connecting flight. Missed connection due to waiting for weather… Ok, fine. This has happened many times. To my surprise, I was left stranded in a different state for over about 24 hours until I could get on another flight. Southwest does not work with other airlines, so you are stranded. I had to spend an additional 140$ for a hotel and the costs just snowballed from there. The miserable woman in lost baggage was horrible to everyone in line. I will spend the extra money to fly Delta next time. Alaska should win out in the West Coast. It’s not even a holiday weekend and experiencing these difficulties is ridiculous. Horrible airline. Don’t learn the hard way.

I get that flights can be delayed or cancel, to be misinform passengers, that's completely out of character! Mario was the lead steward. He was so drunk, the whole plane smelled like ethanol! Considering times are tough, better to get in a car and drive than exposing yourselves to some **/drama caused by an underpaid, unsatisfied employee! That then, you get the consequences for their stupid drunken attitude!

I was one of the customers that was screwed by the rightful pilot walkout. I am happy that the pilots took a stand and the aftermath isn’t their problem. But when our flight was canceled and we called to reschedule our flights on a non refundable vacation, we couldn’t get anyone on the phone. After 5 hours on hold we had to make a decision to buy new flights with another company for $1,200 or lose a 5k vacation. We figured southwest would rather pay for the flights. No they would rather not give us anything so we are out both flights. Southwest gets away with this by saying that the 800 cancellations we due to weather, not the walk out. Never flying with them again.

I had a very important flight scheduled 6 weeks in advance from Atlanta to Denver and Desmond and needed to be back to work. They canceled our flight, refused a refund or pay for another or give refund.

Cancelled our flight due to Southwest labor issues. I was let on hold for 3 hours with no one picking up and called 4 times each time on hold for hours still no one picked up. Online service was terrible delaying our departure by 3 day with no options and long layovers. Find another Airline.

Flight was cancelled 10/9. Was informed to get in line at ticket counter. Which I did then was informed needed to claim luggage prior to be able to get new reservations. Unfortunately my luggage appeared at the end causing my place on line to be placed at the end. At the same time I placed a phone call to Southwest. I also made reservations for the next day out of a different airport since no other reservations were available on their site. I reached Southwest customer service 10 hrs later to make sure my reservation was taken care of. The mailI received changed my reservations to the next following day. Now I am hold ag for hrs that I should be sleeping. Especially if I need to be at the airport by 5 am. So dissatisfied with this airline.

This airline does a quality job of getting people to their destination at a reasonable price and tries to be on time. Their employees seem to try to do their best to make for a good flying experience.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I 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.

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.

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

I 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!

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.

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

I 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.

Love me some Southwest. For an affordable airline, they are always on-time, decently friendly staff and semi-comfortable seating. But since I usually am only doing domestic flights, they're sufficient for what I need. More than anything, they always have TONS of flights and time options that allow for affordability and convenience. This allows me to maximize my business trips and vacations equally.

I have been flying with Southwest and Alaska hoppers for a decade. The staff is always professional and eager to please their customers. I always feel safe when I fly the California and Oregon Corridors. Baggage is always prompt on arrival and I feel comfortable and safe when Flying Southwest especially during Covid 19.

This airlines refused to refund three tickets from June 2020. Our flight had been changed and re routed several times. The reason given was that one time in this whole ordeal was that I myself changed a departure day myself to another day. That change was done before the final cancellation by Southwest. Since then my Husband has passed away. Are they going to refund his ticket with the death certificate? I do not know because I have not been able to reach out to them. We will see.

Southwest has great customer service, quick and easy booking process with or without miles, planes are very clean and appear to be well maintained. My favorite part about Southwest is that their phenomenal sense of humor! Sense of humor and great service is always appreciated with air travel.

Southwest has the the lowest fairs available, in a class of their own. Always friendly and willing to go the extra mile to get you to your destinations. I will always check them first and have been flying with them for the past 30 years.

Group seating made it easy for traveling with children. Fighting was pleasant and smooth. Attendees were very pleasant and always asking if we needed anything. The overall experience was great. Will definitely use them again.

They give you free bags, most always are on time if not early, and they have friendly airline attendants. Their wait areas have working charge hubs. I have never had a bad situation with them to include when I had to travel with an travel oxygen tank.

First 2 bags fly free. Low fares. Easy website. Welcoming staff, pilots with a sense of humor put you at ease when flying. Southwest has a great attitude that consumers appreciate and even expanded their routes during the pandemic. I like the smaller airports they fly into. A+

For the frugal consumer that would sacrifice first class comforts for lower fare price, SouthWest is the winner. SouthWest employees generally are very friendly and helpful. The boarding procedure is less than ideal, but if you are traveling solo, it's not a problem.

I have used Southwest a number of times...self check in at a kiosk was trying the first time but there was plenty of help so the next time it was a breeze. Their prices are always great with the direct flights at a good time and I don't have to pay for luggage!! A win for me because I just can't go without all my stuff I Might need. I have flown twice since Covid and felt very safe. Matter of fact I have just booked another trip for next month using Southwest. Keep up the GREAT work!

Flights are efficient and no real additional costs such as baggage costs, seat selection. Most flight attendants are very nice and very helpful. The airfares are relatively less expensive than many of the other major airlines.

I always fly Southwest. They make the whole flight experience easy. I can almost always count on the price being the lowest available. I love that they don't nickel & dime you to death with all of the extra charges other airlines have. They give me the option of early check-in. I appreciate that. Their customer service has always been friendly, professional, and helpful.

I have always loved how easy you can book and change or cancel SW flying. Never really fly anything else. I have taken 5 trips in the last year and I have to say that now that the middle seat is being used it felt pretty crowded and I was real uneasy. The worse thing is that I know they are NOT cleaning. I have several photos of how dirty this last plane was.. #disappointing

It has been over 10 years that I have flown. I am 95. I was flying home to Charlotte, NC. The weather was clear and sunny. I believe my snack included orange juice. The stewardess was, as usual, quite pleasant.

Southwest Airlines is one of the top airlines that I trust. Their customer service is unmatched. I always feel safe and secure when traveling with them. In having a peanut and tree nut allergy, they always provide a snack that I am able to enjoy without compromising my health. Their employees ensure that all of my questions are answered and they always enforce safety precautions. I love having the ability to bring 2 carry on bags for free. It is a very convenient and reasonable service that other airlines do not offer. The various ticket options are budget friendly and hassle free. Whether you are a first time flyer or a frequent flyer, Southwest Airlines is the way to go!

SOUTHWEST is pretty comfortable carrier for a decent price. Remember, you get what you pay for. If you're not uppity, Southwest is a bargain. Fly on week to fourteen days and get a great price. Save more money so you and those you cherish can enjoy more of your visit any place you choose.

Southwest as most people know, generally has the best price. But it comes with some inconveniences, you cannot choose a seat! If you are flying with someone or several others, there is no guarantee you will be able to sit together. For some, this does not matter, but if this is a point of contention, you will need to either be diligent and get to the front of the line (stressful) or sit apart (yuck) But if flying alone...Kudos!

I personally just flew on Southwest a week ago. It was a very pleasant, wonderful, relaxing experience. The personnel was very attentive, very professional and polite especially the steward on both flights 'cause I had to change planes. Would recommend southwest to anybody. A very good experience from beginning to end and everytime time me and wife fly it is always southwest and besides they have the better prices and benefits.

I’m very happy with how all covid precautions are implemented. Going through the airport and security are smooth to get through. Southwest takes their customers' safety while flying as their first priority to provide a comfortable and safe experience.

Best service very few problems....they seem to weather the pandemic well.... generous rebooking policies... they kept my vouchers valid when no one was traveling for a long time. Help is generally good and have a list extended.

Southwest is considered to be the Walmart of the airlines, reasonable prices and pretty good service but, you pay for it by some dumb people rushing and grabbing seats and luggage spaces anywhere they can. If you try to be courteous towards others you'll end up losing your seat and luggage space to a low class usually fatzo.

Flight was detained on first plane, and barely made it to second plane. Then my luggage got lost on my return trip. The representative were not very nice, and took almost a week for luggage to be brought to my home. I would not recommend them!

Could be run more effectively and cleaner. There needs to be more incentives and easier use of online booking and communication. Adding something like random seat upgrades or random seat prizes would be a fun idea too!

The seats are comfortable, service is right on target. Timing is great. Service is always with a simile. Phone operators are courteous, tactful and polite. As are the flight crew. They accommodate when there is a cancellation.

Great fun people make airport exp enjoyable plus no fees to cancel or change flights way before Covid 19 caused other airlines to do that so they have the process down and it is easy to call them without sitting on hold forever but also easy on line.

Southwest (SWA) is the REAL DEAL! I have flown almost every American Airline Company and Southwest have continue to offer more deals and ways to please their customers. I genuinely appreciate the complimentary baggage offer and not putting this financial burden of their customers. The staff is very friendly and helpful. My family has felt very welcome and safe for decades traveling with SWA. I wish I could have the pleasure to work with such an awesome company with co-workers that has fun personalities as they do! They are truly "Fly the friendly skies" in my family hearts... Way to go and thank you Southwest Airlines!

I like that the airlines doesn't penalize you for changing your flight. I have fly Southwest a lot and every time it has been a great from checking in my bags, to the flight attendance person, even during this pandemic time, the staff has been very positive.

I hadn’t flown in years, I decided to visit my brother in Seattle and I was a little afraid. Everyone I encountered that day couldn’t of been nicer, the flight attendants knew I was worried so they checked on me often. I would highly recommend this airline.

As a disabled person, I find they are always in tune to my needs. It’s difficult to find yourself in a unknown airport especially when transferring planes. They always have wheelchairs and the personnel there waiting for you as you de bark. The attendant knows your name and guides you effortlessly to your next flight. Having flown other airlines, I have been left waiting for help and almost missing a connecting flight. I know when I fly SWA I am treated with the utmost respect.

Do not fly with SouthWest if need your friends and family you high maintenance. The flight attendants care about safety first and you second and that's a maybe. We are going from point A to point B and some on to point C. Coincidentally, also one of the three-letter categories that you are assigned if you choose to fly Southwest Airlines.

Very customer-friendly; allowed me to rebook at no charge when my original flight was booked over 65%, so that I would not have the middle seat occupied. They have gone above and beyond to accommodate COVID-19 rescheduling, extending expiration dates, cleaning.

They are timely, courteous and allow me the rates and comfort I need on my travels with them. Their rates are very reasonable and I like that they let you carry-on 2 bags and one piece of luggage can go for free.

They overcrowding the plane and no social distancing for everyone the service could be a little faster than they provide. I actually like that they offer free luggage and they are comparable a better price than other airlines and after the flight the luggage shows up most of the time before I get to baggage claim.

Fares are reasonable. I like to travel on Southwest. The employees are friendly so it makes me feel relaxed because I was quite elderly even when I last flew. My flights, of course, have been on domestic flights mainly to the Northwest as I remember.

Very professional employees and service. Every time I speak with them I do not have problems. I love the cheap flights they offer several times throughout the year. My flight depart and arrive on time, consistently.

Southwest treats customers with respect. They have always allowed a flight change without penalty and no extra charge for luggage. On the plane, the staff is courteous and sometimes hilarious. I enjoy riding with Southwest.

Right price, convenient, great service and I always fly with Southwest. No baggage fees, easy loading and unloading of passengers. The aircraft are always clean and the seats are as good or bad as any other airline.

Customer service is exemplary. I have flown with Southwest for the last twenty years and any and every issue has been handled efficiently and professionally to my satisfaction. Many of the flight attendants are not only pleasant, but some are quite entertaining when announcing flight preparation information. Although the seating is not the best for comfort and roominess, the staff both on the ground and in flight have been consistently helpful and courteous.

The flight was smooth, very quiet, and the flight attendants were very helpful. The snacks were very good. The plane wasn’t that tight, lots of room. Had great wifi. Was able to sleep. Bathroom could be bigger though.

Two bags fly for free, staff always pleasant and helpful, good record on safety and timeliness and good prices. Never lost my baggage like other airlines have. Helpful to those who need special assistance and children flying alone.

Flew last weekend with Southwest airlines. They practiced social distancing by only boarding 10 people at a time, and masks required. It was orderly and pleasant is I am used to with SW Airlines. The return flight was full, again organized and everything went smoothly. I was in the rear of the plane and before I was off the aircraft the crew was wiping all the seats and other surfaces. Very impressive!

I love that Southwest allow 3 bags no fee. All the other airlines charged for bags at 40.00 and up for any and all bags. I also love that there is no class seating. Everyone is on the same level no 1st class stuff.

I recently flew to Orlando to Cleveland, Ohio via Southwest. This was in February and had a very pleasant flight. All the stewardess were pleasant and we actually arrived ahead of schedule. We had no problems with our baggage as I did on a previous flight from another airline. I would fly Southwest again.

Love to travel Southwest. It’s non stop to my destination and there isn’t extra fees for baggage. Always polite and fun to fly with. They're always helpful if you need any information on your flight. Their prices are excellent compared to other flights and always seem to be on time in your arrivals.

Always great service, plenty of room and reasonably priced. They are very professional and seem to enjoy their jobs. It is also easy to order tickets and the lines to check in are not too bad. They seem to be at all major airports and their counters are easy to find.

It beats all airlines because it is clean, affordable and everything is on board. You get food, drinks, snacks etc. so it is a great airline. It fits my budget indeed.

Love Southwest Airline, from the FREE checked baggage, to the excellent Customer Service received at every point from the Station to inflight. I like that their website has no hidden fees, and seats are chosen as you board, so the earlier you check-in within 24 hours of your flight then the earlier you board to find your seat. You can also pay for “early-bird" check in at a fee of $15-$25 per person per segment. I feel safe flying with Southwest, as a employee owned business I believe not only do they go that extra mile, but their planes are maintained

This no nonsense airline provides the customer service all other airlines lack. Ticket prices are reasonable and you’re not nickel and dimed for luggage ????. This is the perfect airline for intercontinental travel within the U.S. If low cost and great service is what you’re looking for choose Southwest Airlines.

I did not have a very good experience flying to Seattle from Milwaukee in Dec 2019 on Southwest. It was late to begin with and it finally came and we flew. It landed and waited for an hour at the tarmac for the plane to find a port to park the plane. Once we got a spot and got down we now had to wait for the luggage at the carousel. There were only 2-3 carousels on and the airport was over crowded with the previous planes passengers waiting or lost for their luggage! It was a big chaos. The line to file a claim for the luggage was really long! It was almost 2-2.5 hours we had to wait when finally the carousel close to the claim filing line turned on and my luck my luggage was on that carousel.

I like Southwest Airlines, the pricing on the tickets is usually pretty competitive for the areas that they service. I like the non-assigned seating, no charge for checked baggage and the friendly staff. It seems they go over and above on the friendliness and inject humor into the flight.

Southwest Airlines has the best customer service I have experienced on any US airline. The people are friendly and not stuffy. Super reliable. No bag fees or change fees really help too. They are my number one choice whenever I fly to a destination they serve.

Very easy to reserve flight. The best value for the money. What I like the most is that is no charge for bags and assign seats. Low cost to enter the flight priorities is the best in the market. It was very easy to chat with customer services when needed.

Living a busy life it’s always good to know that changes are easy and free! That aspect of SW is very important to me. I also appreciate the friendly and human scale of interaction with the flight attendant and the rest of the professional crew.

Recently grounded by ice storm in Richmond, Va - was re-scheduled the next day - got me to my destination - Denver, Co. Delayed by loading of vaccine (I'm proud of that) and handed out water twice. Good idea, Great experience all the way!!!

I have flown on this airplane before covid-19 on several occasions. The flight attendants were always courteous and helpful. The seats were comfortable. The only thing that I don't like about any airplane is the reclining of the seats.

December 2020, I booked a flight for a party of 7 ($3,410.40). After explaining I needed to change the flight, I was told I’d be refunded funds I used to pay for my travel (travel funds). She clarified that was my credit card (within 5-7days). She assured me I could book a new flight, so I did before my refund was posted. Believing this Southwest employee, I happily booked a new flight. When I didn’t receive my refund, I was told to call customer relations. After speaking to the rudest “Customer Relations” Southwest employee, I was told about the voucher.

Booked my flight 1/27/20- flight on 5/7/20, I canceled the flight due to Covid. They issued me a credit but told me that the credit is good for the 2 original passengers. I can’t assign the funds to another passenger. They won’t refund me because they didn’t cancel the flight. The supervisor told me that unlike other airlines they didn’t cancel their flights therefore resulting in a specific credit and not a refund. They found a loophole so they didn’t have to refund.

I would give them 0 stars but think it wanted me to add it. They deserve none and I will never give them my business again. I am a 51 yo female on home kidney dialysis with fluid on my lungs, low pth and low red blood cells which all make it difficult to breathe so wearing a mask over my nose causes panic attacks. The attendants were very rude and the pilot pulled back in and they forced my mom and me to get off the plane. I was trying to do the best I could to wear the mask. I was in the front row away from everyone else and facing the window. They just left us in the airport to find our own ride home 375 miles away. As I sat in the wheelchair recouping from the panic attack and the craziness that had just happened, we made our way to baggage claim outside to wait 6 hours (til 11pm) for my fiance to pick us up.

This all starts when I reached to the America then for traveling different states I choose this flight option. Behavior of staff is very good. Overall experience was wonderful and I hope I will travel again from this flight. Food quality as per choices, even have tea according to the my taste. And I can recommend to you try this flight for once in a life. You will loved it definitely.

Booked a flight in December of 2019 for January 2020. Friend's Father was in ICU for a month so had to cancel trip. Then COVID hit in March. Grandparents that I help take care of are in their late 80s so travel and being around the general public is out of the question now. Southwest says I have to fly by 12/3/20 or I lose 100.00 of my $183.00 fare. More than a 50% penalty. They are not concerned with public health nor the current travel advisories. I have flown Southwest for many years but will be using other airlines once this pandemic ends and people can travel safely again.

I flew Southwest twice in the past month having never used them in the past. This was my first experience. I have to say that with everything going on in our world, they made the experience so comfortable and easy to handle. From the first moment you enter the plane until exit, they treat you like family. I love love love the humor when making announcements. We all need humor. Once attendant said yesterday that, "We love you, but we don't trust you so we will be checking all your seatbelts." LOL. The pilots were so kind on the announcements too. It was just a very pleasant trip during a tough time in our world. THANK YOU!

Booked a vacation package on 3/2/20, had to cancel on 4/15/20 due to covid, was told I would receive a refund by end of July. It did not happen. Called back. Said it would be by end of August. It did not happen. Called back 9/9/20. Was told I would have it refunded within 10 days. Still no refund as of 9/21/20.

Judging by the amount of grievances with Southwest Airlines out there on the web these days, the tide is turning for the once well-thought of "friendly" and hip airline we all loved. My problem stemmed from having to cancel an airline ticket I had purchased for last November 2019. I felt it was no problem for me to re-use the voucher within the next year but the Covid-19 scare began a month later and has continued to date.

I would like to start this out with I have never been so outraged with a company I feel the need to write reviews on multiple platforms. Originally, in August of 2019, I purchased two flights to Mexico. One of them needed to be canceled and Southwest would not allow me to do that without eating the cost of the entire $500 flight. In return they offered me a transfer of funds for a hundred dollar fee - having no choice, I accepted this change. I then went to use the rest of my voucher (prior to the date of expiration) and found that I could not find the voucher id number. The company reached out and said this would be, NO ISSUE AT ALL - and within three days they would e-mail me the new number with an extension of six months time due to covid restrictions - GREAT! Right? - No. They then sent nothing, went radio silent.

What happens when your luggage doesn't… What happens when your luggage doesn't make your connecting flight on Southwest Airlines. My luggage was to arrive late. At 9 pm I was told by baggage claim associate “Louis” after he confirmed my bag was in route that I would get a call when it arrived on a later flight at 10pm. I received a call around 10pm that they didn't have my bag yet and would call me when it came in. The following mid afternoon I received a call that my bag had been stolen off the baggage belt.

I tried to purchase a ticket online but the website would not work all the way through the process, so I called their airline to buy a ticket. Their agent Informed me that her computer was also not working and that she was unable to sell me a ticket at that time. I was told that Southwest was aware of the issue and that if I called back in the morning Southwest would honor the ticket price I was trying to purchase.

To condense a very long story, I tried to purchase Rapid Rewards points almost a month ago to book a flight for my husband. The purchase "didn't go through" without any explanation. I hesitated but purchased more points. When those came through, I had to book the flight with a representative. I called, my flight was associated with my husband's. I told the rep I needed to book him on my flight. She said she saw my flight and booked his.

Do not fly Southwest. If you have a change in plans and a ** child will be going with you instead of a ** child they will not help you. They will keep the money you already paid. Simple as changing a name. They require ID so there should be no problem. You will get no help whatsoever.

Shout out to Southwest again. They continue to prove that flying with other carriers typically isn’t worth it. The change fees, inconsistent staffing and flight delays with other carriers like American Airlines make it easy to choose Southwest. Thank you for the great service and bailing me and my family out of other carrier disasters!! Southwest makes it easy to fly.

Do NOT fly Southwest, unless you like disappointment. I would disregard any review older than 1 year. Because back in the day they were a good airline. I've flown them at least 10 round trips in last year, and every time, their services was terrible, flights are always late and their customer service is terrible and obnoxious! Avoid, avoid, avoid!

I have been flying Southwest for 9 years, and they continue to be my primary choice for flying. When something goes wrong, Southwest will make your experience right. I have several examples of them thinking outside the box for my family, friends, and myself. I am leaving a review because I don't know how else to spread the Southwest LOVE!

Do not book your vacation through SW Vacations. I assure you, especially in a time like this you will regret it. I booked an international trip in the spring before COVID19 got out of hand. The trip was to take place in late April during the peak of the worldwide pandemic. When I went to cancel I was told I would receive X amount in air credit, and X amount in resort credit back to my card. I was not happy with this since I wanted to go on the trip, but when the world shuts down and travelers' safety becomes a life-threatening concern it puts a hinder on those plans. I was told all would be processed and refunded within 14-21 business days because of the influx of calls. I understood the timeline. Keep in mind that I waited 2.5 hours to speak to someone about this in the first place, but again I understood.

We had a flight booked for April with our child who was less than 2 (so she was free as a lap child). To make things easier, for us and everyone on the plane, we wanted to get a seat for her car seat, since prices were dropping. I was told I could rebook the flight for the cheaper price and use the travel funds for that. I did that, but couldn't use the funds to book. When I got someone on the phone again, I was told the extra money is only allowed to be used on my wife and me since it came from our ticket. I was then told the only thing I can do is turn the funds into vouchers, which would be good for a year, but it would take money from the funds.

First, I am a Disabled Senior with high underlying medical issues that is a HIGH RISK for the Coronavirus. CDC advised people of color with High-Risk Medical Issues to stay at home. Normally, I do not fly but wanted to participate in a Family Vacation. On 01/11/2020, I placed reservations from Houston to Long Beach, CA for a cruise but there were more Senior citizen deaths, and more people diagnosed positive for the virus. I called Southwest Airlines to see how they were handling reservations with unavoidable issues. On a fixed income with a medical issue such as Diabetes, High Blood Pressure, Chronic Kidney Disease, and mainly respiratory issues. I needed to cancel the flight and cruise...

Long time flyer in SW rewards program. Booked 2/2020. SW cancelled 4/2020 two days before flight. No notification. SW auto rebooked on much later flight. No notification. Per DOT/FAA rules, a passenger is due a full refund regardless of reason when airline cancels. Passenger can elect to let airline hold funds, but they cannot just keep them or not notify passenger of changes. No refund offered. COVID-19 shut down destination travel hotels, entertainment, restaurants, etc. Not possible to have a vacation. Additionally rental car was lined up with flight arrival. Rental agencies cancel reservations one hour after time booked. No exceptions. Hotel cancelled and refunded a day before travel. Therefore, we could only stay in airport for entire 2-week vacation. SW cancelled due to COVID-19, so why rebook without notification? SW surely knew which states issued closures and restrictions, but ignored that information.

I am absolutely appalled at the customer service me and my girlfriend received at the Philadelphia airport. She had purchased a ticket for a flight on April 24th about a month or so in advance and it got canceled within a week of said flight. Okay, not the end of the world. The very next day she rescheduled for a flight on April 25th. This flight was then also cancelled. But then, it wasn’t. It was available for scheduling again on the website, so my girlfriend just rescheduled for the same flight again. It was odd, but the flight was available again, so we just went with business as usual.

I booked a flight on SWA and the system told me that I had travel funds available and it would apply them. I was asked for a credit card to pay the difference so I did. I ended up cancelling this flight and then I booked again later using part of these travel funds. I selected Early Bird Check-in which it also applied travel funds to. Then I saw an alert from my credit card so I called in to fix the problem with the system not using the travel funds.

Recently had to cancel reservation because of virus. Credited for flight but will not credit $100. for advanced boarding. I guess I am supposed to be happy with 1000 mi credit. What a joke, GREED wins out over fairness.

I had a flight booked for 3/29/20-4/1/20 from Cleveland to Vegas. Well I cancelled on 3/20/20 due to pandemic and Vegas was just starting to announce closings. I was refunded my points and booking fee but they would not give me a credit for my early check in fee. They said it was non refundable to wich I explained I just wanted the credit to use it when I rebooked. They gave the usual corporate response but would not give a refund. I told them again I didnt want a refund just a credit but got no further response. It says when booking it is non refundable and if this was a normal situation and I cancelled I would not expect one but this is not a normal situation and Vegas is closed. It is not a lot of money but it is about doing what is right.

We purchased tickets to Florida before the Covid19 outbreak. I had to purchase the Earlybird check-in since I'm claustrophobic and need an aisle seat. Since the Covid19 conditions do not allow me to fly because of an underlying condition I called to cancel the flight. They gave me back the points I had used to purchase the flight but not the $200 for the Earlybird. I would think at a time like this knowing that people cannot afford to just lose money on something not usable they would refund it. I was told it is a non-refundable amenity, and would not be refunded just because of the circumstances we are all in that is not our fault. I am sincerely disappointed in Southwest.

After flying from Indianapolis to Atlanta we had a 4 hour layover until our flight to Oakland. My girlfriend has a service animal and we had to the bathroom. We were in Terminal C and there were no pet relief areas open in the entire terminal. We had to walk 20 minutes to terminal B to find an open pet relief area. When we came back they had closed the doors, 15 minutes before the flight. We explained to the lady at the gate that there were no pet relief areas open yet she would not let us on the plane. We then watched the plane for 15 minutes sitting and then it backed out and left. There was plenty of time to correct the situation. The 2 representatives at the counter were Paree ** and a Manager Lajuan A. She laughed and said "Oh I figured you were walking your dog because I saw a service animal on your reservation." I fly twice a week and I used to prefer Southwest but no longer.

I was a Delta Platinum traveler for many years when I owned my last business. After selling it a decade ago we pretty much switched to Southwest for price & convenience. We always pay for Early Bird Check-in for each leg of our flights, $20 per. Due to a sudden diagnosis of breast cancer for my wife, I had to cancel a flight for a family visit, then only a few hours later was able to re-book after we scheduled doc appts, etc. unfortunately only to have to cancel again w/ in a day due to an unexpected surgery opening that came up on doc's schedule that we chose to take advantage of. I was under the understanding that SW applies your previous purchase $$ to subsequent bookings, actually 1 reason we use them.

Southwest Airlines provided very friendly service from the beginning, picking the flight, purchasing the ticket, seating, snacks, and on board service. I will definitely use this airline again. They made flying an enjoyable experience.

I always try to fly Southwest, because they don't nickel and dime you during the process. I like knowing I can bring two bags; though I rarely do. I like that I can cancel or postpone a trip without penalty; though I rarely do. I like that I get a straight answer to my questions when I call. This is the way it should be.

My husband, myself and our youngest son booked a flight last April to see our 22 year old son graduate from Basic/Advanced training in Columbus Ga. The price for the three of us was very affordable. We love that they do not charge for our first luggage so that saved us money, which was even greater. We proudly attended graduation and spent quality time with our son.

We have loyally flown Southwest for years. However, recently the bad experiences have been accumulating. They started with experiences involving the lack of notification or even reasonable explanation when delaying flights (for hours). Accumulating with experiences involving rude and dismissive crew members and airport employees. Until the most recent experience regarding cancellation of a flight due to the COVID-19 pandemic.

Do not shrink the seats anymore than they are now. In fact larger seats would be better. Free water would be good. Snacks are fine but go around more than once on a flight. More updates on flights at terminals would be good.

I have been flying for many years on business trips. I have been using SouthWest also for many years because of the on time departure and arrival times. I can say I was never late for a meeting because of SouthWest Airlines. Of course weather delays happen but that is out of their control. All the SouthWest employees from the pilots, flight attendants, terminal employees and ground crew have been very professional in every way. From a scale of one to ten, I would rate SouthWest a TEN.

Southwest goes above and beyond to make sure their customers are happy, plus they offer one free checked bag... that makes a big difference. Plus they go out of their way with customer service and are so friendly and planes are kept so clean.

All personnel are incredibly courteous, helpful, and efficient. They almost always know the answers to my questions, and if not, take the time to check other resources rather than being negative. Personnel are flexible and work to accommodate my needs. Planes are clean and on time. Fares are often cheaper than other airlines. I can usually get a direct flight to my destination. Capable personnel, clean planes, punctual departures, and low costs make Southwest Airlines outstanding.

We always save money and enjoy flying on Southwest Airlines. The staff is always friendly and the 737-800 for long haul flights has extra legroom. Two free bags per person, best baggage allowance in the airline industry.

Southwest Airlines has professional, experienced, friendly and kind staff. I have traveled all US airlines and Southwest is number one by far the best. if you have to travel Southwest Airlines is the best staff is organized, helpful and courtesy. Southwest is my go to airline.

Called SWest in regard to canceling my flight in the midst of the pandemic. I am 81 so am very vulnerable. Traveling from MKE to Norfolk Va. 3/24/2020. To the Outer Banks to visit cousin. Outer Banks closed yesterday to visitors so can’t get there. Can cancel ticket no problem except I used 2 vouchers worth 250$ (expiring 4/12/2020) to pay partially for ticket. Their policy is if I cancel I have to pay 100$ to reinstate the vouchers. They are then good for an additional 6 months. Are you kidding, we are in the middle of a worldwide pandemic and they cannot waive or extend these vouchers or reissue them.

Southwest has tight seating but the rates are always on the low side and the employees seem happy, friendly and helpful. The boarding goes smoothly and overall the flight is not stressful except for the legroom.

I fly this airline several times a year. I love their no change fee and direct flights. They are usually on time and a dependable airline. Also they do not charge for baggage which is a plus. The stewardesses are usually very nice too.

I like everything about this airline and their employees. Flight attendants go through a lot and still they stay as positive as they can with all the "different" issues they experience. I try not to fly anyone else if I can help it.

Our Experience: My Husband purchased a non-refundable ticket June 20, 2019. He was unable to make the trip. He received a credit to use the ticket by June 20, 2020. We had plans to Attend a Wedding In New Orleans March 28, 2020. We made reservations with Southwest Airlines January 15, 2020. However, because my husband already had a credit, he applied the cost of the ticket to New Orleans trip from HIS PREVIOUS credit reservation, which left him a BALANCE on the PREVIOUS Reservation. MY reservation was on a DIFFERENT Confirmation Number for the New Orleans trip. Southwest Airlines combined the reservations without notifying us. Because of Covid-19 the Wedding will not take place. We THOUGHT Southwest would be more flexible in dealing with the pandemic. THEY ARE NOT!!!! We can call "AFTER" his Expiration Date of June 20, 2020 to Cancel.

Very good to work with, such a great experience! I wish I had switched to Southwest years ago! The service was great, very friendly and easy to change flights without fees! The experience on the plane was also much nicer, boarding, etc.