Southwest Airlines Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

My booked flight was to be from Chicago to New Orleans with change in Dallas. The Dallas to NOLA leg was cancelled due to adverse weather (just a storm lasting a few hours). SWA Cancelled the flight and offered a replacement flight for two days later. NOT a viable option. I declined the replacement flight and rented a car and drove to NOLA. SWA refuses to provide ANY KIND of credit for the cancelled flight. Noteworthy: all of the SWA employees were courteous and patient, as was I. My issue is after the ordeal. Horrible policy and position to not offer credit.

I had things stolen from my checked baggage. I also don't like that they don't assign seats. You are put into a group and one group at a time goes on the plane and you can sit where you want. I paid for business select and didn't get a good seat. I paid $125 to get upgraded and it was for nothing. Also, one of the luggage check-in guys was very rude to me and I only asked a reasonable question. I will NEVER fly this airline again.

Don't waste your money on early bird check-in. My wife and I used Southwest to fly to San Jose Costa Rica. One-half hour before boarding our return flight, we got rebooked. We went from the A group that we had paid for, to the C group which is the last group to board. We rode crammed center seats on both very long legs of our return. The gate agents in San Jose were the most rude, arrogant and discourteous people wearing a southwest uniform I have ever dealt with. I called southwest customer service twice and both times was told there were no supervisors to speak with. I have requested a refund for this early bird and it is pending. I plan to close my southwest visa card and southwest will never be my first choice for any flight travel.

I was flying from Seattle to San Jose. I’m sitting by window on the plane and noticed the person handling the baggage before we left. I saw him picking up some glasses that looked just like mine. He looked around and he put it in a box where they drive the platform that put the luggage into the plane. Now it never made to my bag or lost and found. I get to San Jose and made a complaint and filed a report. They tell me they won’t pay for my glasses nor they don’t have them in lost and found. Even though I described what the guy looked like and what time of day it was. Southwest you suck! I lose my glasses by your employees and have to pay another 400 bucks for my prescription glasses. I will never fly Southwest again. Even if you gave me a free flight!! First impression is last impression!!

Every experience I’ve ever had has been positive. I’ve had flights delayed and canceled, but I’ve always found the staff were willing to work with me and very professional. No airline is perfect but I believe that Southwest goes above and beyond. I always fly with them when I can.

I was in window seat, other passenger in aisle. The other passenger moved his backpack from under the seat in front of him to the floor where the middle seat was for the entire flight including during landing, blocking my emergency exit path. Flight attendants ignored his s backpack and never asked him to move it. Dippy amateur airline didn't care if my safety was compromised. Avoid.

Don't purchase. We purchased early bird check in to hopefully get a better boarding position, but the boarding positions we were assigned were just as far back if not farther than when we do standard boarding. It's a joke and I was on the phone with their customer service for over an hour trying to sort it out and the regular person and supervisor were both less than helpful. DO BETTER Southwest.

I was very disappointed with the flight attendants. They were complaining about their lack of pay and that they didn’t get paid equally to the pilots. They were also complaining about the fact that they didn’t get paid until the passengers were all seated and the door was closed. I don’t think they should have been complaining about the airline not taking care of them. Let alone in front of customers. This went on for almost the entire 3 hours of the flight. It must be a big problem as the connecting flight was also a discussion the same topic. Including the union not able to communicate with the airline to resolve the issue.

The flight started out in Tampa Fl going to Indianapolis 45 minute delay. On the way back from Indianapolis to Tampa another delay. Looking at the flight board Southwest Airlines had 7 out of 10 flights delayed, this isn’t due to weather. Got to Tampa late Waiting for baggage to arrive and it was an hour later the luggage started to come on the conveyor belt. That’s not the issue. The issue was the baggage handler(s)? Only loaded one bag every minute and a half. Then it stopped for 10 more minutes…. The point is that Southwest Airlines hires the bottom of the barrel for its employees and has broken pieces of crap they always need repair. This ruined me from ever flying Southwest Airlines again.

Southwest delayed my flight way past making the connection, wouldn't change it on the phone and made me go to the airport (Uber cost) 45 minutes away to rebook it. That was after they informed me 3 hours after they delayed the flight. Four calls, same response. I wouldn't fly an airline with this policy unless it's my only option. Fly Southwest at your own risk.

I just had the best experience with Dell at SWA. I made a mistake with a reservation. He was patient, kind, and quite helpful. He cancelled my flight and made the correct one. He then told me to feel free to call SWA anytime.

Okay so I had a flight from Atlanta to St. Louis to Las Vegas. Well the flight was delayed then now it's canceled due to weather. But at the time I am to arrive there is to be no rain in Vegas. Then they only have one flight out and they put me plus several others on stand by. And even crew but they get first choice and seats over paying customers. No compensation or even decent apology. I used to brag onSouthwest...Not anymore. And if I could do a commercial about them and their prim a Donna service like their plans can't fly in rain..

So the girl at the counter wanted no part of explaining why the flight is delayed. Says State of Florida air traffic control into Tampa is the issue for 2.5 hour delay?After flying millions of miles this is a new and suspicious excuse! Since the current CEO took control the company has a steady downhill Progression throwing air miles around to appease customers. The board of SW needs to wake up!!!

I forgot my travel pillow and the terminal after boarding the plane the for everyone. The board in someone went and got it for me. The flight attendants and Harold specifically went and got it. I has sentimental value to me. Caring and understanding to say the least.

I flew to Chicago, worked in a non cell working area. Worked time went over with no access to call Southwest and change flight. They took it as a no show and said nothing they could do. So no access to call them was a good reason. No sympathy for the customer situation. On the flight here my bags were overweight by one pound and they demanded $100 surcharge. I had to sit there and adjust my bags to clear the one pound. Then at boarding I get hit again about my bags overweight issue of one pound. That almost made me miss my flight. The plane was half empty from Texas to Chicago. So I stripped Southwest as a vendor in my company. By being treated this way they do not realize what this cost them in additional revenue. They will not get it from me.

I went to Detroit from Houston. I had a layover in Chicago. I checked in two bags. One suit case and one Tote Bag. My Tote bag was left in Chicago. When I filed claim, Agent told me that my bag was left in Chicago. It will come next flight. I had to leave because from Detroit I was traveling to Canada by road. My bag arrived two days later. I checked my bag and my jewelry was stolen from my bag. Every single piece of my jewelry was gone. It was $100 Worth. Southwest Airlines rejected my claim. I had a $1000 dollar worth of Jewelry. Service was Ridiculous. Staff is very very rude. Please be careful flying with Southwest Airlines.

My flight last night was delayed an hour and 23 mins. I grabbed a coffee and worked on my laptop right across from Gate 8 thinking I would hear the boarding announcement. I may have missed it but I got to Gate 8 exactly 10 mins before the delayed time and there was an agent still at the boarding entrance and when I handed him my boarding pass he said, "Go to the counter, two steps away, and ask them to put you back on the flight they just took you off." So I walked up to the counter and told the agent there that the other SW agent told me to ask them if they can add me back onto the flight since the door was still open and I could see the line getting on the plane.

I have been flying SW for years as I fly out of Baltimore and always bragged about it to my friends about how lucky I am to have this airline. For the past 18 months and 5-6 flights I have not had one experience that wasn’t a disaster. “Mechanical Issues”….Waiting to transport “mechanics” that need to be in Charleston…One thing after another. Have never been on time and today caps it off with a 7 hr delay for mechanical issues. I think that they lie to their travelers and I wish I lived somewhere where I be able to not use them.

My family & I took our first trip as a family of 6 with Southwest and we had the most horrible experience being trapped in our connecting flight which was supposed to be an hour lay over, that turned into a 9 hr lay over. We have twins that were only 5 months old at the time and 2 other children that were exhausted being stuck in an airport for a whole day. After missing a whole day from our first family trip, we contacted Southwest to see if anything could be done for messing with our family trip. And they decided they would give us LUV vouchers that we could use on a future flight as a sorry and to give them another chance.

Customer Service was poor on my last flight. I was flying from Panama City to New York (LGA) with a connection in Nashville on a Saturday. My first flight was fine (in flight beverages and entertainment not great, but I have come to expect this with Southwest). My second flight got delayed 3/4 times before ultimately being cancelled at 8:30PM. Again, not usually an issue, but they were unable to rebook me until Monday. The service desk was not able to get me on a flight the next day at all and also wouldn't let me get on standby for any of the Sunday flights. I was willing to accept this, however, I had no place to stay in Nashville.

I see so many bad reviews so I'm here to give a good one. Southwest has continually added more direct trips to their schedule. Being disabled, it is more difficult for me to get around so direct flights are better for me--thank you! I have difficulty traveling and it is very painful for me in general. On my latest flight, it was bumpy the entire way, the flight attendants weren't up much and neither were we.

I went on my Anniversary/ Birthday trip to Las Vegas..Upon returning back home our flight was cancelled 4 times...We were never informed about flight cancelations..We were notified through other customers.. I missed my family reunion, I also missed my granddaughter's 3rd birthday party..We slept uncomfortably in airport seats. We had to buy neck pillows and blankets,which only did so much. We had no choice but to keep paying for high priced meals because of our location..We had ate dinner before arriving to the airport! My medication was in my baggage which couldn't be retrieved because we were told baggage was already sent off..Not to mention my legs swelled up 3 times the normal size because of lack of medication..Then on top of all that we had to catch another flight to a nearby city in which we had to rent a hotel room because of the late arrival and distance from home...

I recently flew round-trip from San Diego to Boise. I have been flying Southwest for decades and prefer to do so because of the no baggage charges, No change fees and the outstanding quality of their employees. On the return trip, there were issues. First, there was a mechanical problem in Boise, which meant I was going to miss my connection to San Diego in San Jose. I immediately called Southwest Airlines and the agent gave me a temporary hold on the next flight to San Diego while I waited in line at the airport. When I reach The ticket counter, the agent not only changed my flight, but gave me a boarding position after the A group (I was on the A group on the original flight.). Because my luggage had to be removed from the delayed flight, one of my bags did not make it to San Diego on my new flight. The people at the luggage office were very helpful. I was given a number to call the next day if I have not heard from them by email.

Horrible customer service. Do not trust this airliner. Rude and insulting customer service. Give your business to a different airliner. Called airliner to get a refund, was never able to speak to a live agent to do so within time frame allowed. Finally got a hold of an agent 3 days later, but too late, after 24 hours, no refund.

Southwest Airlines is full of liars and employees that have no concern about their customer’s time and money; I was on a flight from Santa Ana to San Jose that got delayed 4 times by 3 hours and all this time they kept lying and making up stories to appease us while we waited in the John Wayne airport! Finally I went up to the counter lady and asked her to book me on another flight that seemed to be on time; she refused and did her best to lie and misrepresent the facts to avoid rebooking me on another flight….they are trained to lie and fool their customers; DO NOT FLY SOUTHWEST.

Southwest is not very forthcoming as to the cost of the transfer of Reward Points. In addition, it is not very logical to charge $250 to transfer points that are already yours. It basically makes the reward points worthless if you transfer them because you are charged the $250 fee. I wish there was more clarity on their website regarding this because I wouldn't have wasted my points. Very discouraging from a customer standpoint. Southwest, where is the logic in this? I basically sacrificed 25,000 points due to this.

I will never fly Southwest again. Today we were supposed to fly home. Before we even boarded the first flight back (starting in Florida with a layover in Dallas, then onto another plane to get home. So pretty standard), our flight out of Dallas was canceled. Ok, no problem, I'll talk to the people at the desk and get my family and I re-booked on another flight home. While I'm waiting my turn, I get a text that their system has automatically re-booked our flight TWO DAYS LATER! The ladies at the desk confirmed that the only flight out that day was out of a city two and a half hours away that left at 10pm. We have two small children, a one year old and a four year old with us. This is not a solution.

Just constant schedule delays and very poor corporate management. I have flown SW for many years, but its customer service and consideration has seriously deteriorated over the last couple of years. Very disappointing to see.

The only reviews I really like to leave are positive reviews. However after what my family and I have dealt with today with Southwest Airlines, we will never use them, we will let all people know just how horrible and evil they really are there at the Phoenix Sky International Airport, southwest terminal. The mom passed away today and these Southwest employees purposely forced my sister to miss her flight, yet sent her bags off on the plane. They lied to her and tried to say there were no more flights. But I called customer service and book her another flight for the evening so she could come home to be with her family. The Southwest employees at the Phoenix Sky Harbor airport went and cancelled her flight yet made her wait 8 hours just to kick her out. They all knew her situation of getting home and still treated her like she was worthless woman.

We had a little bit of turbulence, and hit the ground a little hard. No big deal; not like anyone was physically hurt or even uncomfortable out of the ordinary cramped space on the plane. However when we landed a few items surged forward off my lap and hit the floor. I couldn’t fit so my wife retrieved what she saw in the dark cramped spot on the floor. As we disembarked the plane I went to put the cash I had in my pocket into my billfold. I just stepped off the jetway, turned around and was face to face with potsy from Happy Days telling me I can’t go back to my seat. “I used to work at a airline.” (So I know that’s a LIE). Mind you people are still getting off the plane and I just realized my billfold was still on the floor in front of my seat. I’m supposed to get on a cruise tomorrow morning for my anniversary/ honeymoon; and I don’t see that as a real simple thing to do without I.D. And credit cards.

Having our two children separated from us on the flight was difficult. We weren't familiar with their policies and were in the last boarding group. For our next flight we attempted to dish with customer service who were rude and unconcerned with our wishes. We could have upgraded for an additional $240, which seemed ridiculous. I don't recommend flying Southwest period due to their poor customer service and wouldn't even take a free flight with them with my family.

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.