Southwest Airlines Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

This Airline is probably the cheapest you're able to fly because they let you check two bags free. Almost all of the people I've come in contact with our friendly polite and cheerful. I'm very much like the fact that it's open seating whereas every other Airline you have to choose a seat beforehand.

Due to covid19 I had to cancel a trip to my for a wedding. I used travel credits to schedule my trip since my last trip was cancelled due to hurricane Irma. I was told that I had to use by 3/30/20. I said impossible since I purchased for a wedding. Both the CSR and supervisor refused to give me a credit. Their names were Rosanne and Leonora. I feel this is unfair since the president has declared a state of emergency. I am sure there is something that can be done to provide a credit to my account your help in this matter is appreciated.

I canceled early a flight from Chicago to Houston because of the Coronavirus scare. It was going to be a visit to friends. It was sooo easy to cancel. No questions. Assurance that the credit would be viable for one year. What a polite, professional customer service agent!

Southwest cancelled my flight, but did not tell me I had been switched to another flight for over a month. I found out when I was preparing to check in. I had two days to make changes to AP parking, pick-up times, and involved a six hour layover and a missed meeting. Their response was I'm sorry and a 50 dollar voucher.

Love everything about Southwest. By booking online and utilizing the wanna getaway fares, I always score big savings. Fly with two free bags and no extra charges when flight changes need to be made. Most importantly, I’ve never encountered a Southwest employee that was not caring, professional or courteous.

Very good???? Safe and comfortable. Truly recommend and more. I like the rewards for the customers and safe money. Every one needs safe.

I fly Southwest very often. I have always received great customer service and fair pricing on flights. I would appreciate some better snacks and perhaps an entire beverage instead of a small cupful, but other than that I am please with this airline.

We always try to fly Southwest. It has always been our favorite airline however on March 9th we flew home from Vegas. We had our TSA. The employees going through the Check in were so rude. We couldn’t believe it. I know it wasn’t because they were in a hurry because we arrived way early. As a small business owner I certainly wouldn’t want these people working for me. I believe it was flight number 393 leaving for Kansas City at 3:45 pm.

I use Southwest airlines all the time for my travel from Arizona to California. They have enough of flights to choose from but I wish that they would be able to offer instead of 14 day advance seven day advance would be great because sometimes it lasts in a travel especially with the state so close you would like to take advantage of those fares. Their customer service is great and when I had to cancel the flight all they did was add to my profile which was great. Now I could use it for other flights.

Seats are not reserved but they were extremely helpful to me, an elderly woman with a walker. They made sure I got on early and that my walker was stored. They had it out and waiting for me when I left the plane.

The employees of Southwest Airlines are very polite and helpful. At one time when we had to use American Airlines when we arrived at our destination I was in a wheelchair and I was left at the gate to wait for the amendment to take me to the baggage area. I was left there for about 15 minutes and I started to worrier I would miss my ride so I started to go on on my own and it was very hard to go because it was uphill and then a Southwest Airlines employee came by her way to their gate and she saw me struggling and ask me if I need help and said yes but that I was an on an American Airlines passenger and she, "That's ok. I will help you to the baggage area," and she helps me get my luggage and took where my ride was waiting.

I just canceled a flight due to the Coronavirus and was shock to see that Southwest will not refund my $50 for early bird check in. I find it shameful that they will pocket this money. For an airline that says it loves it customers but when a national emergency hits the only love is for money.

Recently had to cancel a business trip because of COVID19. The University of Colorado has restricted all travel due to COVID19, including my trip. I am a physician and frequent traveler and all other hotels/airlines have refunded fees due to COVID19 related travel restrictions. Southwest is alone in not doing so and should be ashamed of themselves.

The number one reason I fly SW is the safety factor. They put safety first. Once on a stop over flight they told us it wasn't safe to fly because of severe thunderstorms. They allowed us to disembark the plane and get refreshments in the terminal. Some people were complaining, I for one thanked the attendant for the safety precaution saying I didn't care how long we had to wait as long as I got to my destination safely. The second time we had to return to the terminal because of a computer issue. SW did everything they could to put everyone on later flights and compensated us too. All their employees are helpful including when you call SW. Thank you SW for taking care of me and my children who are frequent flyers for business trips.

I LOVE everything about Southwest. They are super friendly, free change of flight. If I can’t fly, I ALWAYS get all my points back. Super easy to work with and to resolve any issue. They are not greedy as all other US airlines.

On a recent flight from FLL to Albuquerque we had a layover on route. It might have been a long day for the crew but their service was well below the high spirited cabin crew that normally serve their guest travelers. On a scale of 1 to 10, I would give them a 4 or 5 at best.

Very good for handicap and children and of course no luggage fee. All the staff are excellent, and are ready to help when asked. When booking our flight Southwest makes it very easy, I need a wheelchair to get to gate, when I arrive the wheelchair is just a few minutes away.

I travel with service toy Poodle with service papers for diabetic purpose, had bought United ticket to Kentucky. They were using South West plane in conjunction, they saw and took my ticket as I boarded, steward saw me with carry on under seat bag and announced over loud speaker: "The woman who smuggled a dog on board rise your hand." I looked around, no one else seemed to have a dog so I put my hand up and this huge police officer came grabbed my arm behind back and took me off plane like a hijacker as I cried all the way, will never forget such an insulting degrading act in my life!! United apologized, set me up in hotel room and sent me first class next day on one of their planes, I got late to an event I was traveling to, never the less this traumatic experience still hurts!!!!

The only airline I will fly, every flight I have been on for 18 years that I'm living here has been so great that the time goes so fast I forget it's two and 1/2 hours, the staff goes beyond what they need to do, many years ago we even had a staff member doing tricks, she was great, I love this airline.

Southwest really disappointed me... First I called and asked if I could use gift cards to purchase my ticket and the agent informed me that would be fine.. So every week I went and bought gift card to save for this trip... So when I had enough gift cards I called to book and they told me that I could only use 3 forms of payment Per reservation so I had to pay the difference on my card and now I’m stuck with these cards ... Ok so when I booked I asked The lady what the cancellation policy was. She told me as long as I canceled within 24 hours I would get the original form of payment and anything after that I would get travel voucher.

Fast, efficient service and great baggage pricing. Smooth sailing, no guesswork. Attendants were concerned about our comfort and attentive and respectful of our age. Ticket prices were surprisingly moderate for the heavy season we had to travel.

On a recent trip to Vegas everything was great in booking at the website. Also had a good experience checking in. No food can be served but that is ok. Great airline where bags are included. The pilot let us Know about turbulence ahead of time and about how long it would last.

Everything went off without a hitch. Pre-flight instructions were thorough and to the point. Loading was well organized and quite smooth. No big delays or hangups. The flight attendants did their jobs and were polite. The direct flight to Phoenix from Msp was actually 35 minutes early which was wonderful. I asked the pilot on the way off how fast we were going and he smiled and said something about the speed of sound. What really ill impressed us was the help we received at MSP getting our tickets. We are not computer savvy so we looked kind of confused coming up to the ticket counter. Immediately a worker came over and walked us through using our cell phones to scan in the machine and get our tickets printed. We were both so appreciative of that help. They must have seen a couple of seniors and were ready to assist. A pleasant flying experience which made for an enjoyable beginning of our vacation. Thankyou Southwest.

Southwest is my favorite and whom I prefer (and go out of my way) to use. I am not a name brand (care about brands or loyal to many) person, but Southwest is definitely a brand for me. I have recommended them to many, many people, and even have their credit card. The top-notch service, kindness go a long way to help me enjoy travelling with them.

I’ve always had great service with Southwest. Their change of flight program is awesome. They have lots of local flights to areas I frequent. They do have discounted flights at times, those are great when they work into your schedule and a location your headed to.

Recently I had flown Southwest Airlines from Sacramento to Las Vegas (my home). While waiting for the flight to board, I was approached by a flight attendant offering me assistance to board. I'm an elderly overweight man, having weak knees, which troubles me getting out of low chairs. This kind gentleman helped me up and escorted me onto the plane ahead of the folks in line. I was dismayed at the conscientiousness of this attendant of spotting me in the very crowded waiting area and coming to my aid.

The best airline ever. Cancellation you don’t lose out. You get to use that for another flight within a year. Love this and the flights are very reasonably priced, excellent customer service ever. Southwest the best experience I’ve had in a long time.

I can always rely on Southwest. They are on time, allow baggage without extra cost and no drama. For me, they are a utility airline. No fancy frills, no upper class, just get you where you’re going smoothly.

I am not a frequent flier but when I do I go Southwest. I live near midway airport, Chicago, IL. Very convenient as a main hub for Southwest. Pricing is great and reschuduling is easy. Staff very helpful and very nice. Fee free.

It’s great airlines and the staff are very friendly, every time I travel they wow me with something different, either the staff sing or they were too kind by saying jokes. I will always buy tickets for myself or my family.

Southwest airlines have the friendliest employees. The people at the counter go out of their way to help you and they don't make you feel stupid. You get 2 bags free on the flight plus 2 cartons. The attendants on the plane are very cordial. Always helpful. I have seen them help women and seniors to put their carryons in the overhead compartment of the plane. The boarding process is very organized. I've been on other airlines where the process is like herding cattle. Awful. My luggage has never been lost. I have put boxes in the cargo and they arrive safely. Southwest is my number one airline!!!

Southwest Airlines is always my first choice in flying. Open seating is the BEST!!!! Attendants are always friendly and I have beverage coupons to use anytime. No cancellation of change fee with this Airline either.

Last trip coming home my flight was cancelled. I was left messages and email. I called and they offered me different options. All was good though I had a nonstop flight originally, I remained on plane to continue on to Chicago.

Trying to book airfare for my family. Saw an advertisement indicating that if I open, and use, the Southwest branded Chase Visa card, I will receive a $200 statement credit. I applied for, was approved for, and attempted to use, my brand new credit card. I chose to take the hit to my credit report for this deal. Clicked the link, provided by Chase, that new card holders are REQUIRED to use in order to get the credit (I should note that as my new CC account was just minutes old, I did not yet have the card in my possession, and for security reasons cannot retrieve my account number, security code or expiration date from the Chase website or from associates over the phone). In order to use my brand new CC, I can ONLY go through the link provided by Chase.

Where are my sister luggages.. And Southwest is responsible for it all. I have no car. And they are saying that I have to come back and get. I had to catch Greyhound. No late bus and no car.. I need someone to respond back asap.

Perversion of truth and fine print BS. Customer service told me one thing to get the sale then absolutely screwed me, now I am stuck with extra tickets. I now hate this company which I once thought was a good company. I will never use them for group travel again. Sell you convenience but in reality it is a nightmare.

I had a voucher from a previous horrible experience with Southwest so when I booked a flight I tried to use it. It didn't show up but I thought when I got my Southwest charge card statement, it would show up there. When I got my statement it wasn't on there either. I called them. Apparently, I am S.O.L. They stated I had to let them know within 24 hours. How would I know within 24 hours if I thought it would come off when my statement came out? So I called and there is nothing they can or will do. Not even a boarding upgrade. Nothing! I have had a terrible experience in the past when staff was not friendly or helpful at all so I should have known. Nothing I can do now. If I cancel this flight, guess what I get? A voucher to use again. Uh...no. I will go back to United. They seem to at least pretend to care.

I had the absolute worst experience ever with South West airlines - Houston. I waited at baggage claim for over 30 minutes for my bag which never came while over the speaker the announcer called for the owner of a Crown Royal bag. As you may know Crown Royal is a liquor that comes in a purple and gold bag but this couldn’t be my bag even though it was purple and gold. It clearly said Betsy Johnson all over it. I guess that was a funny joke for the employees to yell on the loudspeaker that owner of a crown royal bag needed to come to the service desk.

I was flying from Charleston back to Portland, ME with a plane change in Baltimore. According to Southwest "due to a 6+ hour delay" my checked bag was lost. I was issued Southwest LUV vouchers for my inconvenience, which I used for a flight home from San Francisco back to Baltimore for the holidays. On the flight back home from SF to Baltimore, my checked bag got lost again. The Southwest baggage counter agent said I only had a choice of returning to the airport the next day (which was Christmas day at 6:30pm) to pick up my lost bag and receive yet another $200 Southwest LUV voucher or have it delivered to me. I tried to compromise with the apathetic baggage counter agent for a reduced voucher and my bag to be delivered to my parent's home, which is approximately 8.7 miles from the airport, instead of receiving the full amount of another voucher "for my inconvenience" again.

Despite checking my bags at Fort Lauderdale airport 2 hrs before flight, mine and about 15 other passengers' bags did not arrive at DCA with our flight. Southwest baggage area at Reagan International (DCA) is cramped and disorganised to begin with: 2 carousels and NO indication as to which flights' bags are being sent to which carousel. The Southwest ground crew personnel were apathetic; I got more information from fellow travelers.

Been based out of an area with no Southwest hubs. I'm a terrible planner and change my mind constantly, so it's been a tragic time dealing with all the messiness of changing flights at other airlines ($200 to change?! And I don't even get to bring a carry-on??). Have finally been in places where I could do Southwest again, and I'd forgotten how fantastic it is to book a flight, change plans two months later, and actually get points back for changing to another flight. And, of course, my poor backpack probably appreciates me not having to stuff all my clothes into it every flight.

Very disappointed in Southwest. A treacherous snowstorm hit the morning of my flight to Orlando to attend my brother's military honors funeral service. Southwest never reported the delay in the flight because it had canceled the previous two flights and needed space to accommodate those passengers. Meanwhile we were faced with nearly impassable road conditions trying to make it to the airport. After it became clear that we were not going to make it AND Southwest did not report the flight as delayed (the flight actually left at 7:05 vs. 6:30), we had to cancel in order to not forfeit the fare. That 35 minutes would have made all the difference in making that flight.

Great service, fares, fits our schedule and we had no problem with passenger assistance. We were checked in promptly and escorted thru all the way to the plane. I requested an extension for my seatbelt and was promptly handed one.

Our flight was delayed one hour but we pulled into the gate 5 minutes before flight leaving for Nashville. They knew we were there. One passenger's brother with cancer was on the plane sick. He couldn't get to him. Theo is rude and wouldn't give me his last name. He literally closed the door in my face with no apologies. I have always complimented Southwest and have a card. I want everyone to know about this terrible experience. They said they have to leave on time even though the flight was delayed 2 hours in California. The girl at the desk Chelsea ** was also thoughtless and non apologetic. I know bow Southwest doesn't care about their customers.

Flight attendants are friendly and enthusiasm. Flight is on time. Price is reasonable. Seats are comfortable. Boarding process is quick and in order. The airplane is tidy and clean, except the waiting area is so tiny.

I am a long-standing customer and credit-card holder with Southwest Airlines. I want to describe a situation that occurred on October 3, 2019, as I traveled with my daughter, son-in-law, and their nine-month old son from Cabo San Lucas, Mexico, to Denver, Colorado. We were booked on a direct, non-stop flight leaving Cabo San Lucas at approximately 12:30 pm, arriving in Denver at approximately 3:00 pm. We were in travel group A, positions 37-39, including a lap infant. My son-in-law is 6 feet, 9 inches tall and weighs more than 300 pounds. He had a soft cast on his arm due to wrist surgery. When he flies on Southwest Airlines, he tries to sit in an exit row seat that provides extra legroom, and we paid the priority-boarding fee for that opportunity.

Registering was fast and pleasant. There was very little time to wait. Prior boarding sent smoothly. Flight was relaxing and safe. Staff were very helpful and cheerful. Offer to stop at restroom before going to claim luggage was done. Luggage was easy to spot and came around quickly.

Buyer beware, purchased 3 flights with million plus Southwest points I earned. Paid extra for 3 early bird check ins only to find out that when the airline changes your flight they DO NOT refund or transfer the early check in you have to pay for. Their customer service was horrible and more than unwilling to help in any way. I'm sure they make millions off of this SCAM. At the end of every flight the pilot always says, "Thank you for flying Southwest. We know you have a choice and thank you for choosing us." Pilot is right. In fairness to the great gate, flight attendants and pilots they do a great job and earn five stars. Southwest you are way better than your customer service.

Most recent flight with Southwest airline was very pleasant. The pilots and the flight attendants were friendly and helpful. There was a small delay flying out of New Orleans on my return Trip. However other than that it was an amazing experience.

I love Southwest Airlines. They are quite reasonable. There is no charge up to 2 bags which is what I love, and you can change or cancel the reservation without additional fees. You just need to travel or use the voucher within the year.

Took Southwest flight 3262. I asked for an alcoholic beverage. When it came time to pay she told me I need to pay with card and I can't pay with cash. (My 2nd time flying with them.) Eventually after both of us understood that I lost my debit card, I asked how much the drink is worth and she said $7. I since I can't pay with cash can I get a complimentary? She said that she would think about it. When she came back she said she was sorry and that she couldn't justify the complimentary drink. And helped me understand that she might be brought in for questioning and whatnot. And I agreed with her that I didn't want her to get in trouble as well. If that was going to cause an issue.

Yesterday I flew Southwest airlines for the first time in years. I travel extensively for work and usually am booked by my company on a different airline. This experience has made the decision as to if I will ever fly them again and the answer is a resounding NO. While in the boarding area the gate agent was frantically speaking over the loudspeaker about how she needed checked bags to balance out the weight in the belly of the plane. She proceeded to repeat that she was severely underweight. I travel quite a bit and have never heard this type of frantic announcement. It immediately caused a panic in the passengers waiting.

We arrived at ATL airport 2hrs and 20min prior to our departure time of 8:50am, which is more than standard for a domestic flight from ATL to PHL. We made it to the gate (running, out of breath, exhausted) at exactly 8:42am; the plane was clearly visible, still sitting on the tarmac. The two Southwest representatives at the gate, could not (or would not) help my party of TEN board the flight. They cited “policy” and that the plane had already been “weighed.” The Atlanta airport, TSA, and Southwest’s bag check were all to blame for our delay and the SW representatives should have recognized that our boarding passes had been printed 2hrs ago IN THE AIRPORT and that excessive wait times beyond what are reasonable were the only reasons we were not at the gate 10min prior to take off instead of 8min.

I called in Southwest customer service to make sure that my known traveler is on file, and spoke to Josh. He wasn't very much that nice and friendly by the tone of his voice, and I take him as a RUDE SOUTHWEST employee. Seems like by the tone of his voice, he is NOT liking his job at all. I always had good experiences with customer service before, but not this time. I don't like it at all...

I scheduled a flight in May for my Sept. trip. Originally from Orlando. Hurricane was bearing down on Florida Orlando airport was due to close because of the storm. My tix were bought and paid for in May. 400$ round trip for 2. At the very last minute BEFORE the airport closed I switched my flight to Tampa. So I wouldn't miss my trip. Southwest charged me an ADDITIONAL 400$ for the same distance flight that they cancelled 4 hours later when they closed the Orlando airport. Been a Southwest customer many many years. I will definitely be looking at my options and do what it takes to NEVER use Southwest again.

My husband and I were planning travel last fall to visit family in California. I suffered a severe back injury which required a long surgery and rehab. Having received the medical go ahead to travel, I attempted to rebook. It seems the window to rebook is about to close and we will lose $100 per ticket. This is satisfactory. Unfortunately, we have to wait for the expiration date and apply for a voucher which will take 30 days to issue. This delay will make it impossible to secure a reasonable rate, as it will be a last minute fare - if it even is made available prior to our travel date. I was hoping for consideration as the circumstances of this issue was clearly out of my control. Please consider the request to apply the ticket funds so we can make our intended trip. Best regards, Heidi.

I purchased 2 tickets 8/2/18 to Ft Myers. Had to cancel due to medical issues. They reimburse me for 1 ticket and I explained I would use the other the following year which they said was valid. Just tried 9/30/19. That ticket wasn't valid and also because I didn't make the trip in question I lost 13000 in points. News flash I was never told I would ever lose my points and your rep told me I had 1 year to use my voucher, which I thought from travel date that was 1/11/19. Big surprise screwed out of flight and points. Customer service was useless so even though I've been a loyal customer for 15 years I'll be changing airlines.

Was stuck in Orlando as Hurricane Dorian was approaching during our Disney trip with 3 kids. Customer Service was excellent! They helped change our flight several times with no hesitations. They understood we had 3 kids that needed to get back to school. They made a bad situation much better. Can't thank them enough. Nice to see a for-profit company really care about its customers. Thank you!

Cancelled flight during Labor Day weekend with a weather in Dallas reason. Flight leaves Omaha at 6:55PM and reaches Dallas after 8:30PM. Weather condition completely cleared in DFW area before 5:30PM and all flights in the DFW area were normally operated. This is purely operational tactic they have used. It’s really horrible to play this trick inconveniencing hundreds of passengers traveling during holiday weekend.

On August 22 flight #2421 was over 20 minutes late arriving at Mccarran International Airport in Las Vegas. This caused the flight to leave Las Vegas over 50 minutes late thus jeopardizing our connection flight #1296 in Nashville, TN. The flight attendants then said they will hold the plane in Nashville until we arrive there. However we paid for the early bird check in because Southwest doesn't assign seats for their passengers. In order for you and your family members to sit together you have to purchase the early bird check in which assures you a place in line within the first 60 people. This does NOT work if your flight is delayed coming in and your connecting flight already boards everyone even the people who didn't pay for the early bird check in. So you get screwed and lose your place in line which you paid for.

We upgraded our boarding passes for $40 to A so we could sit together. Keep in mind our tickets were already $$450 each which is high for FTL to ROC. Our original had me boarding B and the husband C. Really? Then we board and some jerk who was late with a pre-boarding pass complained were we sat because we were A and did not have pre-boarding pass. The airline allowed us on and called general boarding. The crew member basically sided with the jerk and had a terrible personality...never smiling once. Made us feel like we did something wrong. Last time we fly SW.

I book wrong flight from Dallas to Ft Lauderdale, it should have been to Orlando. We are going on a cruise boarding at Port Canaveral. Didn't realize this until 2 days before my departure! I was in panic mode, blood pressure rising, I looked at my wife and said "I screwed up". So I called Southwest Airlines and April ** answer the phone with a very sweet voice, I said I made a boo-boo, I explained I booked wrong flight, the first thing she said, "Let's see if we can fix this." She ask me for time I needed to be at ship. After checking her compute she said, "I can get you on a flight to Orlando, your arrival time would be 11 am." I said YES and then she book our return flight back home.

An "Unaccompanied Minor" (UM) flying Southwest between Orlando FL (MCO) and Washington DC (DCA) is an experienced thief of iPhones! She was sitting in front of me and stole my iPhone out of my Underseat Carry-On that was placed under her seat. The SW Flight Attendant (FA) yelled at me when I told her that the UM had stolen my iPhone. The FA snapped at me: "She is a UM!" and "I escorted her off the plane and she had nothing with her!" Despite the fact that the UM was carrying a backpack and wearing a jacket with pockets, the FA did nothing to help me locate the UM who was handed over to the UM's grandparents at the DCA airport.

I am not one to leave scathing reviews for a product or experience, but after what I have endured recently with Southwest Airlines, and receiving a tough **, “sucks for you” email from their customer service team, Oh I am leaving a scathing review. After running a Spartan race with my younger brother in Aspen in memory of mother who passed away from colon cancer, I needed to get back to Seattle that evening, as I had recently started a new job that I love, I had a large project starting Monday I couldn’t miss due to airline neglect.

I'm stuck in LAS waiting for a connection to LAX that keeps getting delayed. We will now get in after the rental car company closes and lose our deposit. All told we are out $200 because of this. I talked to supervisor Maria ** and she was rude, sarcastic, and unprofessional. She laughed in my face when I started crying. She told me they'd do nothing for me and tried to cover her nametag from me. She should be fired and I should be compensated $200.

After waiting several months for Southwest to open their fall schedule, I booked my flight from Tampa to Newark as soon as they opened booking in May. At the end of July, I received an email notice that they were no longer flying into Newark. Since my flight was booked for Thanksgiving week, all the special fares from other airlines were gone. Now I’m paying double for a ticket. Southwest offered no compensation for this breach of our contract. They would only change my flight to another airport or refund my money without interest. Southwest is not an airline to be trusted.

I am so over Southwest Airlines! My 3 daughters have flown Southwest airlines for 9 years as unaccompanied minors (all together). I booked 2 flights to come in to Denver International today, one unaccompanied 9 year old from Sacramento and my 13 year old (old enough to fly by herself per SWA policy) from San Antonio. My mother (70) arrived at Sacramento airport and arrived at my daughters terminal to wait for her plane to board. She was called to the counter and informed that they would not allow my daughter to board the plane due potential hazardous weather. If the plane was diverted to SLC my 9 year old wouldn’t be able to secure a hotel room. Very true and I am thankful they think about her safety. My issue, this weather statement was released by SWA headquarters this morning (her flight was scheduled to leave at 345pm).

My parents purchased airline tickets for us for Christmas so we could attend my brother's wedding in Jamaica. The nightmare started when we arrived at the Nashville airport. The agent took an hour and a half to check in our party of ten. Security was so busy and we barely made our first flight. Upon arriving to Hobby airport in Houston to catch our connecting flight we find out that somehow my ticket is not the same time as the rest of my party that includes my MINOR children (14 and 5). Come to find out when my parents booked our tickets, mine was rejected so they had to call customer service to remedy the issue. The rep was supposed to put me on the exact same flights as everyone else. So this error was theirs. The kind gentleman scanning tickets said if I did not have any bags checked under me then I can change.

I have flown on SW for many, many years and for the first time I needed to cancel a flight. I went on the website and cancelled it and a LARGE message across the top of my screen said "TRIP CANCELLED". I then went into my account to make sure the travel funds were available for a future trip and saw that they were. So imagine my surprise when on the evening of the day I was supposed to travel I got an email from SW stating that I did not cancel my trip and all travel funds were forfeited!!!

My grandson is currently flying from Sacramento to Tampa. He just turned 12 so I was told I could not pay for assistance for him but that he had to fly on a flight that did not deplane. This makes sense to me for the child's safety. My grandson ended up having 3 delays and had to change planes twice and he was confused about where to go and said he had no help from the crew. He sounded scared. So I called the airport police at LAX and they found him and were wonderful. The officer even called me to make sure he was safe.

It all started when I boarded the airplane. The flight attendants were just flat out rude! They didn’t go over the procedures until about 5min after takeoff... And we could not understand what she was saying. Then the pilot was either trying to scare or end our lives! I’ve never been so scared in my life! I just knew at any moment the plane was going down. Not to mention the landing was horrible - hit the ground super hard, shaking from side to side and swerving. That was my first and last time flying Southwest.

I know better than to choose Southwest, but somehow I did. The customer service was horrid. My 11 year old son was flying by himself. He checked no bags. The ticketing agent wouldn’t let me go with him over to the plane and help him make sure he knew where to go. She also wouldn’t let me use my KTN for him to go through TSA Pre, though when I travel with him on other airlines he gets to go through TSA Pre because I do. He’s too young and isn’t eligible for TSA Pre yet. The ticketing agent was rude and weirdly aggressive. I’m definitely never flying this joke of an airline again. If it were just me I’d have no issue, but to do this to an 11 year old is unconscionable. Especially when it was so busy and my son already was nervous and confused. I almost walked over to one of the better airlines and just purchased him a new plane ticket. You definitely get what you pay for with this sad excuse for an airline.

I had a flight from Jamaica to Chicago Midway with my wife and three small children. My two year old was not feeling well. Carrie, the flight attendant was very helpful and seemed genuinely happy to get me through a couple tough situations. The passenger next to me was blind. Carrie helped him get his customers paperwork squared away and had people at the gate waiting to get him to a connecting flight. She is a great person.

I didn't think that was possible to lose a luggage on a direct flight from San Antonio to Orlando. Family of 4 arrived in Orlando and found out luggage lost. Southwest customer service and luggage desk absolutely clueless and unhelpful. Most frustrating part, Southwest didn't have a clue where our luggage might be. Southwest tagged our luggage and when we asked them how come luggage was lost, Southwest admitted that they do not scan luggage. IF you don't scan it you don't know where the luggage is. This is obviously a serious security issue and absolutely unacceptable that our luggage is simply floating somewhere at an airport or an airplane unaccounted for. So much for security and safety.

It's been a very long time since I have experienced such a rude and uncaring employee as I did this past Saturday (June 22nd) at the Southwest counter in the Nashville International Airport location. My son and I arrived at the airport and had to visit the full service area because of a flight delay. We received a minimal greeting as we stepped up to the counter and the agent was extremely curt with her responses. She barely explained what options were available to get us back home and I had to suggest airports that were near the original destination.

I received a text message the morning of my flight from LAX to Denver stating it was canceled. Went to the airport and they placed me on a flight to Denver where the flight was delayed for 2 hours. After being in Denver for 6 hours, I walked on the plane and the blonde stewardess turned her head and didn't greet me coming on or getting off. I was not offered a snack or anything to drink...just poor customer service.

Today I had a flight to Burbank from Denver at 2:10PM. At 8:55AM I received a message from Southwest stating that my flight was canceled and to rebook. NO other options were provided me and ALL SW flights to ALL Southern California locations including San Diego were SOLD OUT. Evidently SW has NO AIRLINE RELATIONSHIPS and could not book me on another airline. Conclusion is I had to cancel my flight with the only alternative being DELTA at $ 1,950. I've flown SW for 35 years but once is all it takes. Cut up the credit card and stay away from Southwest Airlines. I am afraid to use miles now for pleasure not knowing if either leg will get canceled and me being stranded somewhere or not going at all. Horrific customer service!

Not happy with the delay in our returning flight. Southwest held up our late night flight waiting for three passengers to arrive from another flight which had been delayed. The significant added delay results in a later drive home, well past our intended travel plans. I assumed that if passengers were late, with their plane not arriving until after the scheduled take-off, they would be rescheduled, not hold the entire flight back. Punctuality is important. If I cannot depend on an airline to keep to a reasonable schedule, I will find a different airline. The plane was supposed to be in the air by now, and we are still waiting.

I was heading to SF from Orange County on Southwest Airlines. I got up early for the flight. As I lined up with other passengers to board the flight, we were suddenly told the flight was cancelled, without any explanation. We were left to scramble for another Southwest flight without any help from Southwest attendant. No compensation were given. I read from different leading newspapers, that Southwest has been cancelling flight without warning and doing last minutes. My gut feeling is that they are trying to increase profit by taking advantage of the customers. By cancelling flights last minutes, the passenger has no time to get a refund and is forced to give in and scramble to pack into their other flights which might not go to desired destination the customer had paid for. This way they would save fuel money. It is too bad the federal government don't have stronger law to protect the customer from airline taking advantage from customers.

All of a sudden, this is like traveling from Istanbul to Jakarta. No plane I take from Dallas Love leaves on schedule, and often not at all. Their schedules are clearly BS when made each day. Their employees fail the “old Southwest culture;” they’re rude, inefficient and don’t take care of their clients or their equipment. I am trying to move to another airlines permanently, costing them my own 40 round-trip flights per year. They won’t miss me, I know. A nasty freaking experience is what you can expect from this has-been airlines.

To all ** flyers who gave Southwest 1 star and up review rating, you guys are morons! Flight delayed 2 hrs to destination. And another 2 hrs delay on return. Open seats are ** catered to all the self centered **. My 9 years old was splitted up from my spouse and me. Guess what? 9 years does not seem to qualify family boarding! But it's against the law due to the fact it's a minor needs adult supervision! ** Southwest customer service offered to cancel my flight to refund my tickets. How do I fly back home? Solution that does not make sense!

Dallas Love is fine. The SW employees are absolutely terrible here. Flew in from Tulsa after our original connection had been cancelled so the desk attendant there gave us "extra time boarding" so my work companion and I could sit together. Boarded in Tulsa fine. Tried to board at Dallas Love with the same boarding pass note and was told I was absolutely not able to board with extra time and because of the tornadoes, flights were delayed so basically, too ** bad. No sorry for the confusion, no apologies for cancellations or delays. Just awful. All before our flight was delayed, yet again, for another "first officer" who couldn't fly because of FAA regulations. Sloppy, sloppy Southwest. I was ready to write a glowing review of your customer service out of Tulsa.

I'd expect this if they were truly still a low cost airline but they rescheduled both my outgoing and incoming flights and never notified me. Lost direct flights and gained 2 stop flights. Never again.

What's not to love about Southwest? They are on time and always have kind, genuinely helpful staff. I have never had a poor experience - likely due to the employees actually being the owners. No change fees, no baggage fees - no hidden fees that all the other airlines have!

I travel from San Juan to Florida and back, this free seating does not work for large groups of families traveling with children between the ages of 9-15 because young people can be seated away from their parents. It happened to me and because they were minors they did not take me out of the line of the emergency exit, and my 13 year old girl was far from me, I had to excuse that they would at least sit her near her brother. I do not recommend Southwest because the prices are not different from other airlines that if you have a reserved seat and with large groups of family accommodate us together. Otherwise good treatment and good cleaning. The entertainment good.

Always late, full of lame lies and b.s.excuses as to why. The last 6 months flying them for both personal and business has been horrible. Never again. Tonight got notice flight was 1 hour late, 30 minutes later notified on time with a gate change. Then just before boarding were told 'plane was too heavy', found a plane just landing, changed gates again.... Waited for it unload. Guess what? Leaving an hour late!! Good thing I have carry on luggage.