Southwest Airlines Reviews

On April 27th I took flight #3121 from Phoenix, AZ to Buffalo, NY for my father-in-law's funeral. This flight had 143 passengers on board with 2 bathrooms, 1 front & 1 rear. Our attendant, Jody, closed the front bathroom 1 hour before landing. Pilot came out to use which was fine. It was then left closed and when I asked "Jody" when it would reopen, I was told, "It is staying closed until I say it isn't closed!" in a very stern and nasty manner. My seat mates and I were shocked at her response. My seat mate then told me that the attendants were having some kind of party in the front as there was a shrimp ring out and they seemed to be socializing. Really? Jody shut down 1 of 2 bathrooms for at least 20-25 minutes in the hour before landing! This attendant should be fired.

The flight attendants gave excellent service. However, the female flight attendant wore such heavy perfume that the entire front of the cabin reeked of it. I spent most of the flight holding my hand in front of my nose to try to block the smell. I am allergic to perfume and being in an enclosed space for a long period of time gave me a horrific headache. I saw that others in the front of the plane kept rubbing their noses as well. I am really surprised that Southwest allows their attendants to wear perfume, especially strong perfume.

WOW! Southwest canceled our flight after midnight the day of our flight at 6:30am! We got a hotel ($241.00), had to get another flight on Frontier for $591.00 (one way) because Southwest did not have another flight... and all they said was sorry! Never flying Southwest again! #southwestsucks Oh wait. They did reimburse us $128.98 X 2 for our flight!!!

I was on a Southwest Flight and another passenger was seat saving on a rather full flight. After being denied a seat I had to walk up and down the aisle to find a seat I could finally sit in. I complained to Southwest Customer Service and they told me that seat saving was a completely acceptable practice and that they don't enforce their open seat policy.

We flew Southwest from Dallas Love Field to Albuquerque, NM, all went well. Then at 3 am we receive a "flight Cancellation" notice via text. Sure Southwest will rebook your flight at no extra charge. BUT WHEN???? The next day, week, month or year? If you need to get back at the time you booked for, well that'll cost you "Extra"?!!! We will never Fly SW again. They don't really care. NO MORE SW!!!

I went to the website and noticed I had Rapid Rewards miles. As such, I needed to book a return flight from LAS. They prompted me that I needed 2,000 pts to purchase the ticket with point. I bought the points and immediately the pts to buy the ticket also increased. I have never been so upset at an airline in my life. Called customer service and there was no resolution for my issue, no refund for the pts. Zero ** were given by their agents. THE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD WITH NO RESOLUTION. I will never fly with them again. I hope they can sleep well at night knowing they are doing a terrible job.

My husband and I tried to book a vacation thru the website and found we cannot use my Southwest gift card. I have a $250 gift card and the only way I can use it is to book my flight and hotel separately which will increase my cost. I just don't understand why the idea of issuing gift cards that are not valid to use for vacation packages. Used to really love flying with Southwest but may have to rethink my choices.

Good afternoon. I wanted to take a minute to say thank you and share with you why you have converted me from another airline for life. My wife’s Grandmother was in her last days and hours of her life, the last week of March this year. My wife and I had planned on traveling to see her, and had a ticket purchased already for my wife and one of my daughters, but we needed it changed and needed to get me and my other daughter a flight. For my work, I travel quite frequently from Nashville to Dallas among other places on another airline. Because of my status I like them to continue to build points with them. I called them first to book myself and my daughter a flight to Phoenix. They were of no assistance, would not budge on the price for an emergency, and would still charge me a large amount to move my points.

I made a reservation then I cancelled it for personal reasons. They said I have one year to book my flight again. When I wanted to book my flight 5 months later, they said ALL MY TRAVEL FUNDS expired. I am so mad right now, when I called and asked for explanations they said, "We are sorry. The agent gave you a wrong information." Great, thank you very much for stealing my vacation from me.

Over the past couple of months several of my nonstop flights have been cancelled or delayed. Reason seem to vary as to why but the biggest one is plane maintenance. Really frustrating when it is the night before or early the morning of the flights. Makes it quite difficult to connect to different flights to make scheduled appointment. Ready to switch my Southwest card and airline choice to another airline as my preferred choice.

I took a returning flight from SJO to FLL yesterday with my 68 yr old father who has Parkinson's. When I got off the plane there was no assistance. It was a complete disaster trying to get through baggage, declarations, and customs. I booked my flight to SJO with Spirit Air, who clearly at booking gives option for Wheelchair Assistance. Everything on the Spirit flight went smoothly. Not the case at all with Southwest. It couldn't have gone worse. When I contacted Southwest customer service, I was completely dismissed and was told it was the airport's problem. I was also told I should have not used the app and booked online so I could drop down a box some place and choose Wheelchair assistance. Doesn't sound so handicap friendly. Regardless I arrived at the airport 3 hours before my flight so I could get this handled and was left on my own with my father who can walk far with consistent tremors and dementia. Customer service could care less.

Southwest expired my rapid rewards points without notice after 25 years of my loyalty. My mother is in hospice and I was going to book a flight to see her for Mother's Day. After waiting on hold for one hour and 17 minutes I was told by a supervisor (Kelly) that there was nothing they would do to help me recover points that they expired. When I posted about this experience on the Southwest Facebook page someone named Alec responded and at first stated that they provide email notices to warn people to prevent this from happening. When I pointed out that I had received no such warning, he then reverted to stating that the obligation to track expiration was solely the responsibility of the account owner.

Southwest cancelled our flight due to plane issues, not weather as they first told us. They rebooked us on a different flight 2 days later. We had to foot the entire bill for 2 nights at a hotel and get transportation back to the hotel. Then on checking in to our new flight, 2 days later, we found that that flight had been cancelled again. They never even notified us. This left us entirely without a hotel again and no way to get home. I have work obligations that Southwest could care less about. I ended up spending an additional $1000 + to get a new flight, from a different airline, thank you JetBlue. I am completely dissatisfied with Southwest and I will be sure to let others know.

Our family had a direct flight on 4/27/19 at 4 pm. We chose a direct and early evening flight as we got back from our cruise that morning. As we got to the airport for departure, the attendant told us our flight was changed to an earlier flight (we were on cruise) and we had missed it. We NEVER were notified of this change because we would have told them that doesn’t work as we were on a cruise ship that early. They searched for other flights and there was none available, not even two hours away from where we live.

Sadly, Southwest practices are unethical and I won't be flying with this airline again. The day I booked, I specifically shopped for a nonstop flight on various airlines. I could have booked a connecting flight for much less. However, we are traveling to my daughter's wedding with many bags of decorations, wedding clothes, etc., and we also wanted to avoid rechecking bags at a connection for an international flight, so we chose to pay more for a nonstop.

I understand I am suppose to check in 1 hr before my international flight to Jamaica. For some reason I was very sick the morning of my flight. I got to the airport 50 mins before the flight and they would not allow to check my luggage. I had already checked in. But the supervisor said no. Interesting the flight was to departed at 10:40 but did not depart on time. I suppose I should be happy that they put me on a flight the following day. I will make every effort not to travel with this airline again.

Our family had flights booked since Oct. 2018 and on April 10 (28 days before leaving) our return flight got cancelled. When attempting to rebook they had no nonstop flights avail. and with a disabled child we cannot do connecting. I cancelled our return flight only and the customer service lady cancelled both flights!! I then had to call back to get my going out flight back and ended up spending $636.00 extra to book a returning flight with another airline. To make matters worse it took them 2 weeks to refund my flight and to this date I still have not received my early bird refund. I called SW to see if I could partially reimburse any of our extra expenses since this was not our fault and they could care less.

Southwest does not disclose the fees of $100 for unused travel vouchers that are expiring. I made a ticket with unused travel funds that were about to expire. I had to make a change of travel dates and was informed by the Southwest ticket representative that I could request an extension of six months. I was told explicitly that there is no fee for doing this. But when it came time to make the extension, they charge a fee of $100 for both the unused funds used and another $100 for the new ticket. What was once a credit of $360 of available unused funds became $160. I emailed Southwest three times and after weeks of delay, the representative was unwilling to stand by their commitment to transparency or to honor what they initially told me that there was no cost for extending the time to use travel funds.

Southwest canceled our SFO flight to Burbank due to mechanical problems 5 minutes before the boarding of the flight and didn't want to provide additional ways to get the people home. In fact, they finally said we will transport us by shuttle to Oakland and give us a 200 dollar voucher. However once we got to baggage claim to get our bag back the lady in baggage claim was just downright rude to us. Then she said there wasn't enough shuttles to get us to Oakland for our new flight they were routing us on. So I wanted to get home and I took a cab to Oakland which cost me 129 dollars!! Southwest didn't want to do anything for this and were leaving us in a lurch. I got to Oakland and that flight was delayed a half an hour. So frustrating. I finally made it home around midnight. I complained to Southwest customer service after the fact and they said they would give me another $150 voucher.

Unreasonably long customer service phone wait times, HORRIBLE guidance from agents. Was told to wait to change flight while they researched hotel credit to just cut the trip I booked short by one day. In the meantime they never called back and when I tried again same Subterfuge play. They wouldn't provide any *transparency* regarding hotel fees and by the time I realized they were NEVER going to get back to me despite multiple agents promising they would, the fees to change the flights went up significantly. I will NEVER book with them again--just absolutely AWFUL treatment.

April 14, 2019 Flight 2839 from Philadelphia to St. Louis. Departure time scheduled -1:05 pm. Actual department time - 2:05. Pilot restricted movement within the cabin for "turbulence". Turbulence was never bad. Pilot wouldn't allow flight staff to offer drinks or snacks. I was bothered that much of what we pay for (service), was too easily denied all passengers. I was bothered that the service staff had the afternoon off at our expense. We paid for them to provide service to us, and they didn't offer any service. It makes me think that Southwest is trying to increase profit margins by denying snacks and drinks. I can be reached at ** for explanations, apologies and refunds. Dan **. Very disgusted with the service today. I will try to avoid Southwest Airlines.

It's been 11 days since I've sent Southwest an email about a terrible experience and I have yet to receive a call to discuss the disrespect and lack of professionalism from one of their boarding agents Kayla at the St. Louis airport on March 19th to LAX. I purchased the early bird for all three of us, my wife, son and myself (assigned seating is way better like other airlines) which means that I paid for a middle seat for my son, but I was OK with that.

Southwest has turned into the worst airline. 3 of my last 4 flights have been delayed for maintenance. I will do my best to make sure none of my family or friends fly southwest again. It’s a horrible experience.

No wonder airlines are worth billions! I give them money in good faith, cancel my reservations months in advance and they will only give me credits to fly with them within that year. So...fast forward to today...I've been trying to make reservations for close to a week (each day the cost increases). I try to call customer service and it's long waits to speak with anyone. I finally get through and the customer service is horribly rude, condescending and talking over me. They will NOT allow me to use some of my flight credits (my own money I gave them in good faith) toward my significant others ticket.

I will never fly Southwest again based on my experience over the past week. I get that they are grounding planes due to concerns about the 737 Max 8. However, when you are told that you are okay one day because your plane is not a Max 8, and then the next you get a text because the flight has been cancelled. You try to rebook and the flight you were originally on is one of the options for rebooking? You call and are told that flight was cancelled because they decided to use your plane for another flight. Now the only option is to have a layover (and now have to use a PTO day because of when the flight leaves). Then find out they cancelled the early bird check in when they changed my flight...when did you plan to tell me? Worst experience of my life and no one in customer service is Empowered to make a decision to take care of the customer. It was a robot with a script. I’m going back to Delta!!!

A big regret making a booking with Southwest. I worked in customer service for over 8 years now, and never have I met a group of people that are not willing to help their clients WHATSOEVER!!! I have used multiple airlines for my flights. This will be the first and LAST time I will be using Southwest. I called in to see if they can assist me with switching my date of flight or to cancel it. The first rep I spoke with gave me hard NO on everything!!! I requested to speak to a manager or a supervisor. I know how these things work!! Like I said I work in this business.

I got to the airport already checked in and since I was 2 minutes late they refused to print my boarding pass. I would have made the flight on time but had to miss it. The next flight wasn’t until the next day. They put me on standby and kept bumping me down the list until there were no longer any seats. They sold the remaining seats without offering for me to buy it. I was stuck and there were no alternative flights. The San José airport in Costa Rica had the worst service of all Southwest airports.

Tried to use dollars I'd paid to book a flight for my wife. Talked with a so called customer service representative named Valeska who could truly have cared less while telling me that because the dollars were in my name, that only I could use them. I never say never, but will only fly on this airline as a last option.

My flight was not only cancelled the airline does not even provide assigned seats. They definitely are not organized and do not know how to run an airline comparatively with American or United and does not remotely compare to any Asian airline company. Well done Southwest for the horrible experience!

Flown many times. Very happy with reward program, cancellation and baggage programs. Only negative is seats have gotten shorter, from seat to seat. Love their destinations maybe someday they will go international.

Last 2 trips had delays resulted in family gatherings being delayed or having to last minute shopping. But have been flying with them for years. Overall this has been great service and I would highly recommend this airline.

Overall we are well satisfied. However, the seat selection process could be a little more practical. Kind of annoying that we either have to pay extra to get a selection in advance or we have to log into the site exactly 24 hours prior to scheduled departure.

Southwest considers the customer more than other airlines I have used. The flight attendants seem to enjoy their work and it shows in how they relate to customers and how well they react to "issues" in flight. I find it a pleasant trip each time.

I enjoy this airline because prices are not hiked up and they honor their rates. If the price decrease after you have made your purchase it will be credited to your original form of payment. They do not charge for bags, choosing seats nor your carry on.

I don't really know about the rewards program or cancellation, but I can always save some money flying Southwest over any other airline I look at. I wish sometimes they would have assigned seats but it isn't too big a deal.

Southwest is the Best!! No charge for changing or cancelling a reservation!! Their staff is wonderful- friendly and helpful! Love the funny statements they make! Very seldom are the flights late! I love the unique boarding process! I don’t fly with any other airline!!

Southwest is the worst airlines I have ever seen. I traveled by AA, Delta, Alaska, United, KLM, Emirates, British, Qatar,... but Southwest customer service is the worst I have seen. SW ticketing agents/their mobile apps are unable to give TSA Pre a boarding pass, given the Known traveler number, reservation PNR number, record locator... Other airlines mobile apps gave me the TSA pre-boarding pass and I did not even needed to go to their ticketing counters.

The flight schedules are an easy match to my travel dates and time. Customer Service is sensitive to my needs. The pilot often gets us to the arrival gate early. Most of all, the no luggage fee is the primary draw to this airline.

Easy to use website. Excellent phone service. Excellent at airport service. No bag fees. New planes. Competitive fares. Great flight choices. Non stops out of SMF to San Diego and Seattle. Friendly flight attendants.

Since they allow 2 free checked bags makes them overall the better cost for the money. Would really rather be able to pick a seat versus go on find what you can. Flight attendants are always nice. Seats aren't always the most comfortable but it gets me where I am going and only a few hours out of my life.

Southwest Airlines has this image of being low-cost airline, more often than not they are the most expensive. This is the last time I'll fly Southwest. They are not a low-cost airline. Their cattle call boarding "priority" is a joke.

Haven't traveled by plane for a couple of years now but they have always been great to fly with and would not fly with any other company. I just wish it wasn't so expensive. The attendants are very friendly and courteous.

I like Southwest Airlines very much. They have a good business model that remembers that the customer is why they are in business... and why they have revenue... and eventually a profit. In my encounters with this airline, I have only come upon hard working and good people with integrity and patience.

This was my first airplane ride ever, and it was most enjoyable. The attendant was helpful and kind, it was amazing that I was actually flying and I was not afraid, it was a very calm and unforgettable experience.

I felt very comfortable and safe. The seats were at a distance that were comfortable. I was excited about my flight knowing that it would be smooth without any problems. The stewardess were very attentive to my needs.

No fees - they don't fee you to death like the other airlines, it shouldn't cost $200 for a computer to change a flight for you. Fare transparency - I wish other companies would get on board with this, especially Live Nation/Ticketmaster. Excellent customer service - I don't think I have even had a mediocre experience, it has all been excellent. Low rates - no change fees AND low rates, no wonder I work my vacations around where SWA flies, don't want to fly any other airline; they are simply amazing!

Best Airline in the business! Friendly service, no hassle seating, ticket price is more than fair, No fee for baggage. I have flown with Southwest for years, mostly from Nashville, TN & Kansas City, Missouri. The only complaint, they don't fly into more eastern cities.

Southwest can not be beat by any US airline!! Their service is great: the free baggage, the free flight changes, the lack of cancellation fees, etc. Go Southwest!

Counter reps only assist to advise you can 'do it yourself'. The flight attendants do their best for passengers who think they're entitled. It's an airbus. It's cheap. It's walking distance from my house.

I have had so many wonderful experiences with Southwest, it's hard to pick just one. Last year, my grandchildren were flying from Albuquerque to St. Louis to visit. They had never flown before, and both we and their parents were very nervous, as the children had to change planes half-way. They were just barely too old for the unescorted minor. Southwest was so understanding and caring. We were given special passes at both Albuquerque and St. Louis, so that without a boarding pass, we could both get them to the gate and wait until take-off, and meet them at the gate when landing. This company is so easy to work with, between the great prices and programs, the free luggage, and the friendly service, I choose them every time.

No cost for bags, very helpful, package deals, they treat you like real people not like not like a semi of livestock going to market. The others need to do the same and not be so money hungry. Seat need to have more room, more leg room, not charge for water to take pills, not take someone’s seat when they paid for it.

I love that they don't charge for luggage. But I hate that on a 5.5 hour flight they don't offer food for sale. 5.5 hours with just Fritos, pretzels, Oreos and peanut butter crackers just doesn't cut it.

I have never received bad customer service! I've had a few issues with delayed flights but nothing too crazy. They always keep you informed of what is going on with your flight status and are always willing to help with any questions or concerns. Overall a reliable and friendly airline.

Got to Get Away is an impressive program when we need to fly somewhere on an emergency or of a personal nature. Often we find ourselves flying to other states in order to help after the birth of a baby or another emergency our married children are experiencing.

Flying on the three majors in this day and age is an ordeal from start to finish. But Southwest tries to take a lot of the pain out of it by adding some fun to the process. They don't treat passengers like the enemy and most of their policies seem to be as fair as possible. They get an "A+" in my book.

First two bags are free. I am disabled. The airline has friendly people that meet me at the check-in counter and take me directly to the gate. I am then greeted at the gate upon arrival and taken to baggage claim to pick up my belongings. Then they take me to the curbside where I get my ride. Everybody at Southwest Airlines are courteous and professional.

Great friendly team. Great point system and hospitality. I’ve flew about 10 times a year and only had a minor turbulence but otherwise great flights all the time.

I like their offer to recheck in prior to the flight, the use of the app to notify you of any changes prior and during flight departure and arrival, allowing you to check two bags without any extra costs and selecting the seat of your choice after boarding the plane.

Always easy! You pay for your flight and that's it, no "extras" at the airport. Luggage is part of what you need to travel and Southwest doesn't take advantage of you. Employees seem happy to help rather than what I've experienced elsewhere when they act like you're bothering them.

Other than the typical gripes such as seat size and spacing that are industry wide, Southwest is head and shoulders above the major airlines. Ability to change dates without penalty, free baggage, good service - what’s not to like.

Southwest Airlines is the only way to fly!!! They take care of their customers and go the extra mile to make you feel welcomed on each flight. I work sometimes out of town and I never exactly know what time my day may end, but I know I can check the flights or call Southwest to change my flight with little to no expense to me and when I say little, I believe the most I have paid has been $8.00, you cannot beat that. I know when I have had to fly with another airline and requested to change my flight, I have been told it will cost me $150 to $200 to change the flight. I can take a carry on the plane with no extra charge to me.

Love the free bags! Makes them much cheaper than other lines. Also love the free wine when I fly out of my local airport. Friendly helpful staff. Wish they went to more places where my kids are. They are what an airline should be!

No baggage fees, no change fees. I fly weekly and my schedule sometimes changes. I can easily change the flight without penalty. Very business friendly. As an A-list preferred, I also go to the top of the standby list if there is an earlier flight that I can make, no charge!

Southwest is a reliable low cost airline. The price you pay includes your luggage so there are no hidden fees. If you have to make a change to a flight, there is no change fee- you just have to pay the difference in ticket.

Always on time. Helpful finding where I needed to be next (I’m a senior citizen)! Made sure I had enough time to make any connecting flights. Even when I needed to change flights to accommodate my medical needs, they didn’t increase my price and made sure I was cared for.

First two bags free, reasonable departure and arrival times. They accommodated our change of times to make connections. We have used Southwest for many of our trips and think they do a better job than the other airlines we have used.

In general, I like Southwest except for one thing. I almost always travel with my dogs. The staff have been rude and insensitive due to my dogs more than once. It ranges from disapproving looks to ongoing attempts to shove the dog crates further and further under the seat. If I did not continuously monitor them I believe there would be a tragedy. The dimwits don't seem to know I have paid $125.00 per dog one way for a few inches of space on the dirty carpet on the floor. Now that my dogs are "senior citizens" they will no longer fly with me as it is too risky.

It stands out due to the on time departure rate, no baggage fee nor change fees. No other airline compares. They just need to work out this mechanic issue, it has me a bit concerned, but for the last two years, I have not traveled with any other airline. I WILL NEVER FLY UNITED - WORST AIRLINE IN OPERATION. So, Southwest is my lucky charm.

We have chosen to fly Southwest on numerous occasions. There have been few problems. When these problems occurred, personnel handled them efficiently and courteously. Pricing is competitive. Not having to pay extra for baggage is real plus.

SW offers free modifications to flights. If I book a flight and find it cheaper later on, I am given credit through SW for a flight later. They serve snacks and drinks free. This is my favorite airline.

I like flying Southwest. My only real gripe is the people that get on first and try to save seats for other people who aren't in the first seating group. Staff is always friendly and usually competitive on pricing.

I love Southwest. Price wise, they are generally the best overall especially when you factor in the charges that other airlines assess for baggage. In my experience, they are always on time, always friendly and helpful. I always fly Southwest, unless I can't get a flight. I hope in the future they will be adding more direct flights out of Tucson to make it even more attractive to use them.

Been flying with Southwest since it started up. Never have had a problem. Great personnel. Great prices. Fly to everywhere I want to fly and now even to Hawaii! Love that I don't have to pay to check 2 pieces of luggage!

There are no levels of seating. We all sit in the same seats and get the same treatment. I love the absence of elitism. Service is always great. If you need to cancel there is no penalty and it’s credited to your account. Customer service is great.

Use to have great prices, now right up there with the rest. Usually able to always book when necessary. Luggage great options. Just wish pricing was more competitive like it use to be. That is the only issue I have with them right now.

Plane was delayed 2 hours, after boarding we sat for another 2 hours and was first told that paperwork was the delay, then they said it was balancing the luggage. The real reason for the delay was the loading of cargo. I don't have any problem with the airline using a passenger plane for cargo and fully maximizing profits, but causing additional delay on paying customers and lying about it without any offer of some kind of refund does bother me.

I had a great experience from the time I booked the flight with a live person to my exiting the aircraft. The flight was on-time going and returning. The staff members at every position was friendly and helpful. Great customer service all around.

Service is ALWAYS top notch. Never had any problem with this airline. I fly approx 12 times a year. Planes are always clean and time between flight is scheduled with no rush between flight transfer. New planes like the Boeing 838...

I found seat room in Southwest to be better than in other airlines. As it works on a first come first serve basis, it is up to the customer to get there earlier to find a seat they like. As a last minute choice or a budget choice, it's great. If you want luxury it won't be your cup of tea.

Love the fact I can check in two bags without paying extra. Their fares are the best considering the quality of service. I use their Senior fares if I cannot lock on to the Wanna Get Away fares. A little disappointed that they have raised their Early Bird charges but I still use it so I do not have to be sitting at a computer 24 hours before to try to get an A spot.

Always, check other flights 1 Day Before and 1 Day After, your intended travel date. Often you will discover better price(s) for flexible dates. Consider travel connection cities, before booking. Once you have your e-ticket, get your group boarding class no later than 23 hours Before your Departing Day. Have comfortable walking shoes. Weather changes will occur often.

This airlines services many of the "hard to reach" airports and cities. SW Airlines flies to many cities that the major airlines don't service. Their seating system is more than fair. It is also nice to have the option to upgrade one's boarding.

Staff is always friendly and helpful. Recently had to change a flight and was issued a $20 credit! Never get that from other airlines, just more fees. Also the lack of luggage fees usually brings the total cost of the flight below its competitors.

The flight I fly most frequently with Southwest is a direct flight. I like Southwest because it is more competitive in price compared to other airlines when on factors in luggage.

Southwest's idea of rush seating is excellent. Your place in line for boarding depends on how quickly you secured your boarding pass. There is only one class and you just park in any empty seat. Everyone gets equal treatment for boarding. It's a no frills carrier so prices are better than most. You pay to fly, nothing else.

Had a flight scheduled on Feb 10th, 2019 from Tampa to Chicago stopping at Columbus OH. On our way to TPA airport in the morning, received a test from SWA stating our Columbus to Chicago flight was cancelled. Pulled off road and tried to find an alternate out of Columbus and there was nothing until later the following day. Other flights going into Chicago that day. Cancellation was not weather related, I repeat, not weather related. Had to rent a car in Columbus and drive 5.5 hours partly in freezing rain and snow until we hit Indianapolis. Weather was fine after that.

My wife and I flew SWA from Phoenix to Nashville on Feb 23. We arrived in Nashville about 4:00 p.m. We retrieved our luggage and in about an we're on the the road back to our home in Loudon, TN, about a three hour drive from the airport. It was after 9:00 pm when we reached our hours. It was raining. I took my golf clubs out of the car and put them in the garage, not bothering to check them. It was late and I just wanted to unpack and go to bed. We continued to experience rain for the next several days, and I really didn’t think about taking the clubs out of the travel case. When I did on Wednesday (Feb 27), I discovered that a brand new Callaway Epic Flash driver was no longer in my bag. The club retails for $530.

Cancellation policy is great. Full credit or refund every time. No questions asked and that keeps us coming back yeAr after year. Will have our loyalty for the convenience and their way to accommodate their clients. Way to go SW. Never fly United.

Folks were courteous on board, and during the flight. Staff while loading were slightly obnoxious and rude. The ticket counter, the folks wanted to assist everyone that came up. Rates are reasonable, but the typical increase in cost if your bag is 2 oz overweight is stupid.

They don't charge for bags, they don't have change fees or cancellation fees. It's easy to use points and you don't need a lot to get good flights. No one gets special treatment, no first class. Everyone is treated equally with courtesy and usually the flight staff is funny.

Leave on time, arrive safe and usually early. Always pleasant people with great service. The planes are always clean. The line ups are kind of funky, but have met a lot of nice people standing with them.

I had a flight from Dallas to Vegas scheduled for 01/04/2019 and I canceled on 01/02/2019. When I tried to rebook a flight using my $400 credit the credit wouldn't go through and when I called they said I didn't cancel the flight. I didn't have the email because I deleted all my emails but I only needed my confirmation # in the past so I didn't save my email. I looked at the history on my laptop and it showed canceled flight on 01/02/2019 so I sent that to Southwest but they said that wasn't enough proof. I told them what other flight did I have on Southwest that I canceled on 01/02/2019...None, so that should have been enough proof that I cancel my flight.

Love SWA because the price includes all taxes, bags, fees etc. Two bags and carryon each person are free. This is special nowadays. Their value is important. We fly SWA all of the time.

Friendly employees. Good service, usually on time service. Terminal area and boarding area is organized. Easy booking. Snacks unnecessary for flights under two hours. Too rushed. Good rewards program. Only thing I don’t like is charges for early boarding.

Lots of perks. 2 luggage free/competitive rates/no cost change flights. I travel to Denver a lot and they have a lot of flights to and from Denver. Complimentary beverages and pretzels- it’s a shame they just released the peanuts so used to give.

Always seem to be late. It seems over time I fly SW Air, they arrive late and I miss my connecting flights. Their rewards program costs too many miles to be beneficial.

Southwest allows 2 free checked bags which is unheard of amongst airlines today. Flight attendants are very personable and like to joke around. Upon boarding, you may choose your own seat. The earlier that you check in, the sooner you may board.

Southwest has become my airline of choice. Customer service matters on SW, their prices are fair, and their planes are comfortable. And, my luggage always makes the trip with me! Also, flight personnel are reliably friendly.

Last summer, our 2 checked bags were lost by Southwest. Nonstop flight from Indy to Denver. Luggage never seen again after leaving in Southwest Care. Went through all of the hoops. Filled out all paperwork. Received $, but not near what was itemized on our claims sheets. Have requested to talk to a Southwest representative through 3 emails. No response.

Very upset... I purchase 4 tickets for me and 3 children to leave Seattle, WA to Dallas Lovefield Texas. The day of the flight my son dad would not let him go. I called customer service and was told to check in early and explain to agent at counter for a possible cash credit or ticket credit. At the SeaTac airport, I was told by the senior manager that the ticket would be credit back to my account unless it was a special fare then it would be a ticket credit towards any purchase anyone use. Today I talk to Mariah in the Headquarters office at Dallas Texas who explain the info I was given was incorrect and the ticket is not transferable to me without a fee charged of 100... But in this case my son ticket was only 99.00.

SW has wonderful and helpful employees. No assigned seats is great. No cost for checking bags. Low flight cost. But they need to clarify their award programs. We have one credit card but 2 rewards numbers. This makes no sense. SW could increase their and expedite boarding by charging a fee for carry on luggage.

One of my indicators is staff attitudes; SWAir employees (generally) seem pleased with their employment; (Costco is another similar employer); management prioritization of mechanical Q.A. needs attention (appears to me); Continue to be a strong fan, over decades.

I travel with an autistic adult and they have always got us on and off without a scene. They also always have wheelchair help and I’ve never been delayed too long or held over. Love the luggage policy!

The airline industry is subpar compared to most products that Americans consume. Southwest seems to be the best choice as price gouging and fees seem to be minimal and their customer service is good.

I arrived ahead of the time destined and had great flying experience. No complaints and the cost to fly was great. I traveled to Washington DC and had a very positive experience. I would recommend this airline.

We flew flight 396 from Fort Lauderdale to Austin, just coming in from Cuba. The precious priceless alcohol we brought back was broken into a thousand pieces, when we told the baggage rep from Austin Bergstrom International Airport in Austin Texas the Asian gentleman came out, look at the alcohol in the bag with 6 fragile stickers on it and said, the stickers didn't mean anything and there was nothing he could do, we file a claim and was immediately sent a do not reply email saying, "Claim denied. Refer to their contract."

Outstanding customer service and personnel on the ground (phone, airport) and on the air. Very nice leather seating, easy to glide in and out of, easy to wipe (if needed). Bags included in your ticket price. Single class of service - everyone gets treated with equal respect and deference. No silly games to be played for upgrades. Excellent cancellations policy - a win-win situation: client doesn't lose value, airline doesn't lose money. The Rewards program is simple: collect miles/points a couple of ways (flying, spend with airline, shopping through portal, co-branded CCs, transfer from other CCs), use miles for tickets.

They are a great airline. They get you where you want to go. They greet you when you get on the plane and help you to your seat. If ever there is a problem they fix it right away.

They have been good. No frills... It is convenient to have them be in Atlanta, and most of the time they are going where I need to have them go. I just like to fly - I do not need extras, and have not found them to be any different than most of the others.

Great prices. Ever-expanding destinations. Very good Departure/Arrival times. No baggage fees for 2 bags. Easy no-cost changes. They are great. I do wish they had aircraft in addition to the B737, and that those aircraft were for long haul (say > 3 hours) and had true business class seats and amenities.

Flew to Florida recently, we gave always been TSA approved. On the return no pre approval. I can't blame the airlines but I get frisked EVERY time I fly. I am 4'10", 100 pounds soaking wet. Go through body scanner, get pulled aside. Why me, always? Body density inadequate so pat down. We were overweight so took booze out of suitcases. Put booze in carry on. Go through all the drama at scanning only to be told you can't carry on. Repeat all the hassle of re check in plus back through screening. Process took almost an hour to get back to gate. Lucky we had enough time to make the flight. Southwest seats very small, not bad for me at my size but 6' 220 pound hubby felt the squeeze. Price is right but be prepared to be a sardine if you are normal weight and height.

Free baggage is HUGE! A real money saver. Prices for fares are comparable but with free 2 bags they are more economical. This is only reason I am loyal. If they change their baggage policy I will fly other airlines when feasible.

I fly often for business and my company prefers I fly Southwest for obvious price reasons. One area you would think Southwest would want the best experience is the ticket counter since that's the first contact with the customer. You would be wrong. I fly Southwest often so I am an A-list preferred customer which is supposed to have benefits including priority check in with a dedicated lane. This lane is often slower than a non-A list customer using kiosks. Today I hand the bored agent my bag where she tells me to remove the old Southwest tag which I do and try to hand it to her. She points and says "there's a trash can over there". I get that Southwest is low cost but it is infuriating how they often take this to the extreme of letting you know they don't care at all about you at all. Again keep in mind I am an A-list preferred customer. Thanks for nothing Southwest and your employees can resume their naps.

Free bags (no charge for 2 checked bags). I love Southwest. They’ve always been professional from the flight attendants to the Pilot... Unlike other airlines that charge for bags SW don’t... I feel some kinda way flying with other airlines it’s not the same...

This airlines is always on time and very efficient. Employees are always friendly. And the snacks are free and as many as you want. Check in is easy and fast. Love flying out of OKC or Tulsa. We go to Phoenix every six months and we love the non-stop flight.

Southwest Airlines always has the lowest fares to the destinations I travel most. They offer free luggage and the staff are always friendly and helpful.

Southwest is on time. Flies where I want to go. No charge for canceling and 2 free bags checked. Beats all the others airlines. Reservations are easy to make and changes. Airport employees are cheerful and helpful. I book Southwest first, if it doesn't go where I need to go, I am ??? sad. I have flown Southwest for over 50 yrs. They have kept up with the times and had a great record for on time. More airlines should be run like Southwest.

I have traveled many times on Southwest. The best part of this airline is their baggage policy. You can check your bag free so you have more room in overhead bins for an incidental carry-on. They have great flight attendants who are friendly and service customers with a smile. The only thing I don't like is the system of getting your seat on the plane. You cannot get a seat assignment when you book a flight. You have to go through their line system which is when you check in you find out what part of the line you are in then when you enter the plane, you obtain whatever seat is available.

Southwest still allows me to take two bags plus a carry on and a personal item free of charge. They don't charge for snacks and their fares are some of the lowest in the industry. Also, if I need to change a flight (even on a non-refundable ticket the value of that ticket will still be valid any other flight I book for a full year from the date of my original purchase of the ticket I cancelled). It doesn't get more fair than that.

I like the flexibility, the scheduling and the opportunity to cancel your flight and they hold your money for 1 year for you to use at any time. The attendants are very friendly and Southwest strive to make things right.

Could not get connected to wifi on the way down and the plane and way back was new and never even had wifi on a new plane. The airport staff were always helpful and the stewards/stewardess were always great. Never had a problem with any ever.

The best prices in the industry if you buy on the right day and earlier enough; it is also good that you get one carry on bag free and you can also have a handbag with you. I do not like that you have to pay dearly for a guaranteed seat; although so far, it has worked out OK if you sign on soon enough.

Southwest Airlines is generally an excellent value. Sometimes there are delays, but not too often in my experience. I did find that purchasing tickets with points is not very cost effective overall. I haven't seen any extra services whatsoever, but I haven't missed them either. :)

Southwest is predictable and steady. No surprises, and I like that you get a free bag. No muss, no fuss, and I always know what to expect when I get my seat assignment and check in at the airport. About 50% of the time I'm given VIP status where I don't have to go through the detector. Love SW Airlines!

I have been a loyal Southwest customer for several years and they call me an A-List Preferred customer – but you sure wouldn’t know it. My job has me on a flight almost every week of the year. My recent travel from Jacksonville, FL to Grand Rapids, MI round trip was the worst I had ever experienced and the most apathetic customer service, all the way to the supervisor at the booking office to the customer support specialist. I heard a lot of “we are sorry” but no answers that would actually get me home.

SWA is best in the USA! Had a booking problem that didn't think could be fixed but called anyway. Totally shocked but the customer service rep Anthony made it happen! A gesture of gratitude from the airline for my business! Seriously! When does that happen?

First flight: Feb. 21, Manchester, NH to Baltimore. My second flight the next day (Feb. 22) was 2290 from Baltimore to Austin. I forget the first flight number from Manchester to Baltimore on Feb. 21. After overfilling the plane with too much fuel, I had to wait for another plane and was stranded in Baltimore for the night because I missed my connecting flight. I was refused a food voucher even though it was Southwest's fault that I would not be getting home that day. I had two mini bags of pretzels on the plane as "dinner," and I don't even like pretzels! A LUV voucher for future travel doesn't cut it. Not only do I not want to fly Southwest again, I never want to fly again, PERIOD!

3 of the flight attendant didn't even help us store a heavy carry on machine in the overhead bin. They said they can only assist so if it falls on my face it's my fault since it's heavy. They are not there to help at all. It's a dialysis machine I just ask for them to help me boost it up there. When I finally get it up the male steward reminded me I would need to get that by myself later. The other two just looked on and not bothered to help. If I have a choice I would not have it as carry on but it is a dialysis machine. So yeah we will make sure we will not get Southwest with that certain flight to be sure we won't run into this dynamic trio. Well done. You really showed me you are there as your job but not good at it. Lack of customer service.

Miserable flight 4153 to San Diego: My experience was flying with myself and my companion dog of which I have for PTSD. The trip started out very well with the ticketing agents making a point to say how well mannered my dog was while we waited for the plane of which I was two hours early so lots of time to get to know them and life was good. Now to reference I have been flying with Southwest Airlines for more than 20 years so I have been a very loyal client. Anyway I started out by telling the ticketing agents I don't have my papers with me to support my dog is for my condition. I didn't think much of it but decided to fly him as normal.

Jan. 11, 2019 I took a flight from Milwaukee, WI to Fort Lauderdale, FL and checked one 28" piece of luggage from my brand new, just purchased beautiful mulberry colored set. Upon arriving in FLL, the 28" piece was ripped, stained and damaged beyond use. I immediately took it to the baggage complaint area where they filed a complaint and took pictures. They offered a $50 flight credit, which I declined because I want my luggage replaced. This luggage had never been used before. They told me they don't cover rips, stains, dents, zippers or wheels. Well, what does that leave??

On 2/4/2019 I took a flight on Southwest #1454 from LAX to AUS airports. I placed an Apple iPad Pro with an Apple “Smart Keyboard Cover” in the seat pocket in front of me. I was in an aisle seat in the first 10 rows on the right side of the aisle. I fell asleep on the flight back. I remember the flight attendant and ramp agents advising us to spread out since there were only 40 people on the flight back. Thus, everyone had their own row. I had nobody sitting in my row.

I had purchased a ticket with funds from a Christmas present my brother had given me. I booked a flight and had to cancel. When I called to cancel they made it seem like I had a year from the cancellation to use my credit. I was very excited to use the credit to visit my brother again but found out the credit had expired. The customer service agent had told me the wrong thing. When I contacted them they said the right information was on my ticket at the top but since I canceled my flight and did not print out anything I would not have seen that and trusted the customer service agent. They really need to train their employees better so this does not happen to anyone else! Very disappointed!

Booked flight from STL-SJO via HOU 6 mo in advance. Paid for Early Bird CheckIn. STL-HOU flight cancelled. Took hour to rebook. Was told (ON RECEIPT) that Early Bird was transferred, however IT WAS NOT.

Was almost at companion called and asked what I needed to do to get it. They said it resets Jan 1. Spent a lot in December and they said they are not allowing it. Don't use the Southwest card. They will do all they can to screw you.

I was trying to change my existing booking and checked the new fares before doing that. When I tried online it showed me an error particularly for my account. And when I called the customer care, they told me the low flight fare I checked was not available but reaching to the customer care took me 30 mins. Now, that is not my fault since I tried online but because of an error I could not change it and reaching to an assistant took me so much time and it was over by then. They should ideally not charge me extra for the expensive ticket. Then I decided to keep my flight as is because I cannot pay extra. I am really disappointed with the service.

The first ticketing agents that I talked to told me there was a problem making a connecting flight in St. Louis on a trip from Little Rock to Midway. The second agent said I should be rerouted through Dallas even though there was an electric storm in Dallas. After delay after delay for over three hours they scheduled our flight to be rerouted through Memphis though there were no connecting flights to Midway. I couldn't cancel because my bags had been checked. After a couple of more hours delay the flight to Memphis was cancelled and I was left stranded with roughly 600 passengers to fend for ourselves at 9:00 PM at the Little Rock airport.

I have been contacting Southwest Airlines to get my check-in bags which was sent from Boston to Dallas. They canceled my flight my connecting flights initially and I was stuck in Houston for hours asking for another flight before I was given another flight to Dallas which got a layover of 7 hours in Oklahoma City. When I reached Dallas, they have no idea where my checked-in bags are. Tried contacting baggage claim office. They were not interested in helping me. Tried contacting customer care. They couldn't help either. Tried contacting baggage office last 24 hours multiple times, but no answer. I am stuck in this city with no clothes and I have to leave from here tomorrow. Now they have ruined my trip and my new agenda for today is to take an Uber and go to the airport which is 20 miles away and check with them if my bags have reached. Never ever Southwest again.

I purchased a round-trip ticket over a month ago and they sent me those tickets through text on my phone showing all flight numbers and boarding positions. My return flight once delayed from Harlingen was about 45 minutes, when I get to Dallas to catch the next flight, they pulled me out because it was overbooked and I know nothing about it. They was sent a text message to my phone that my flight is rebooked the next morning, it is over 14 hours waiting in the lobby, sleeping on the floor and hurting my back, hungry, tired, worry about the work that I supposed to get done. They sold me those tickets and I can't flight. WTF is going on with Southwest Airlines?

On November 15, 2018 my friend and I received a text and email that our flight was canceled for November 16, 2018 from Buffalo NY to Fort Lauderdale departing at 8:45 am, which we had a scheduled cruise on November 16. I called the customer service number on November 15 and was told by a representative that it was a standard message that Southwest sends out if they receive any weather advisories. My friend also spoke to a Rep later that same day and was told that the flight was actually canceled and we could try to get on the flight leaving Buffalo NY on November 16 at 5:45 am.

Experience have been negative. Bought 2 tickets for me and my partner for a business trip and used my own CC with my money. That person no longer works here, so I cannot get credit back or refund because they will give credit per name vs who paid, and I booked the airfare couple of days ago. So there is a loop in their system. If you really want to get free airfare, just book all of your business trips before you are going to quit for the next 6 month to a year and then quit. You will able to keep that money and screw your employer. Does not seem fair to me. The crazy thing is that Southwest was not even cheapest, went with them because of their customer service, but got screwed instead. Customer service people don't care obviously and nothing won't do. Will definitely recommended everyone to read their refund policy and think twice before you buy from them.

I flew Southwest flights 3440 and 2708 from Tampa to Cincinnati. When I arrived in Cincinnati my luggage was not included with my flight. I filed a missing bag claim immediately following the flight. I received a telephone call from Dallas Texas stating they thought that my bag was there and that it would be rushed to CVG for me. Following that call the next day I received a call from CVG bag services stating my bag was at the airport waiting for me. When my luggage was given to me the bag had been completely torn open on one end and expensive items taken from my luggage.

Southwest Airlines damaged my personal belongings upon arrival at LAX. I took the damaged items to their counter to make a report. Their staff refused to come out from behind the counter to even view the damaged items which I had spread out all over the suitcases. I insisted on a report and she filed a false report that there was no smell and that only two bags were involved even though she stayed behind the counter the whole time and refused to come close to the items.

We had a Southwest flight booked to be able to leave behind what was considered the "most toxic air quality in the world" in Chico/Paradise due to the deadly wildfires. They first moved or otherwise told us our flight was pretty much not available when we attempted to check a day prior and that the flight had problems due to heavy delays and holiday traffic and all five our family members and friends ended up leaving in an emergency as our homes were filled with toxic air where we were living and using respirator n95 masks as daily necessity. Also, there had been 30,000 plus additional refugees or homeless crammed into the small college town of Chico.

I fly out of LAX on Southwest weekly. The flights are always delayed. This one took it to a new level. I was supposed to leave at 4:30 pm. Every 30 minutes, I got a text that the flight was delayed for 30 minutes. This went on for 5 hours. We finally took off at 9:45 PM! No explanation. They just kept moving our gate so we couldn't get the same person twice. I was told it was flights were not leaving Las Vegas. NOT TRUE, when I checked, all Las Vegas flights were on time. Then weather. A little rain? Then, baggage delays... SERIOUSLY? For 5 hours? I wrote a letter of complaint the next morning and got a reply that it was Air Traffic Control and it was for our safety. Attached was a token $50 voucher which won't even buy another flight. They need to honest with customers instead of making up crap. Moving on to another airline. My time is more valuable than this.

Normally Southwest has been great and I've never had an issue with them so I really hate leaving a negative review but at this point, I have no choice. Our flight back to KC was cancelled due to weather (other flights weren't cancelled). We were stranded in Phoenix on the Sunday after Thanksgiving. I couldn't get through to Southwest customer service. My husband and I HAD to be back to work on Monday. We found a flight to Wichita which is 3 hours driving time away from KC. Spent $800 to change our tickets, $150 for rental car and drive 6 hours through a blizzard to get home before Monday. I understand that flights get cancelled but Southwest was NO help in trying to get us home.

I recently moved from the Midwest to California. I was excited to book a surprise trip for my family (wife and 2 children) to visit me over Christmas and start looking for a new place to live. Unfortunately my wife is not able to be off work during that time frame so I had to cancel the flights thinking I would just use the travel voucher to travel myself back to the Midwest to see my family over Christmas. Little did I realize I could not utilize the voucher funds for my travel (despite paying for the entire original trip). Yes it only $1200, but I'll never use Southwest Airlines again as I can’t use the funds I spent on travel to see my family over the holidays. BE CAREFUL. Merry Christmas to you Southwest Airlines.

My flight got delayed a lot and I tried to catch an early one. I was first on the waiting list, A class. Luckily they had one empty seat so I was prepared to go to the door when a very SW employee flirting around with the male passengers told me that there is somebody else in front of me, specifically her latest flirt. Normally I would have not care much since it was a long shot to get on an early flight but her indolence made me fight for my seat. Her supervisor came, of course said it's me who is supposed to be in the plane and that she will try to make it right. The captain came and help with one more seat. Their help was much appreciated but for me this was last time flying with SW. Too many delays, non-professional crew and higher price compared with the other airlines w/o any comfort for the money. This happened on 11/09/18 flight 2199 from SJC to PDX (the delayed flight was 0107).

We had a large group (our customers), traveling from Phoenix to Las Vegas. We were all happy about the trip & talking amongst each other & they asked us to quiet down. So we quieted down but still talking quietly as possible in a plane that you can hear everything. The pilot walked up to us & yelled at us to be quiet & that he should not have to come talk to us about keeping quiet. He spoke to us like a child & then said he is refusing to serve alcohol for all from some row all the way to the back. Mind you we had not drank any alcohol before the early morning flight anyhow. He was assuming we were intoxicated. He spoke to us like a child about being quiet on plane (mind you we were going to Las Vegas). Also we have flown Southwest every year for the past 10 years and never had an issue with our groups. We stayed as quiet as possible the rest of the flight due to him threatening to throw us off plane.

Last 30 years I have been mostly flying with AA, Delta or United. Also fly with Emirates, Lufthansa, Qatar, British Air, SAS and few other international airlines. Only hand-full times delayed and always got lucky when it comes to on-time flying experience. 10 years ago, my kids moved to MI to AL and they have been telling me how come I don’t fly with Southwest in USA? Always told them I am comfortable with AA, Delta, and United. But when it comes to customer service, most poor service I had with Canadian air along with Lufthansa. There is no customer service any us airline when it comes to top 10 international fleet, which is better than a bad service. Food and service no one come close to Emirates and Singapore air. At least with my limited experience.

I have flown with Southwest for a while now, always to one location: Charleston International. Unfortunately, there is no straight way there. Because of this, I've had lots of layovers in many of their locations. I've been to the Denver, Houston, Chicago, and with my next trip, the Baltimore airport. I've had maybe 6 flights now and not many bad experiences.

I cancelled my latest flight from BWI to Portland ME by using a SW email link. I received notice that the flight was cancelled on the same page. But the flight was "not cancelled" per SW and I forfeited not only the flight TO but the entire round trip. Customer relations said there was no recourse. This makes me upset not only because of the loss of money, but I will question flying SW in the future. I have flown SW for quite some time and appreciated the speed of boarding and baggage pick-up, friendliness of everyone involved and the ability to change/cancel flights. Lesson learned. Call for cancellation. Get a cancellation email and save it. A Very unhappy customer.

I am very disappointed that Southwest Airlines will not take expired drink coupons anymore. SWA provided me with 36 Replacement Drink Coupons as a result of Southwest Class Action Lawsuit. I don't travel a lot and ALL of them except for the 2 I used are now expired! They won't take expired vouchers anymore and I really think that this was a strategy for them to not have to pay people as they knew many if not most for the vouchers would never get used! I would really like to have the opportunity to have the vouchers extended so they can be used. If this is possible please let me know and I'll be happy to send them in for new ones.

In general, we liked the Southwest experience, but even more troubling than the cramped seating was the fact that 5 minutes before we were supposed to be boarding, the wrong gate number was still on the departure board. Just as I realized that the plane hadn't rolled up yet, the PA system announced that our flight was now boarding at a completely different gate nine gates away. We ran to the gate and just made it, but were left wondering who was supposed to put the gate number on the board. Was it the airline's fault that the wrong number was there, or not? Anyway, later we realized that the Scandinavian family, including a nursing baby, that we had left at the wrong gate, was probably there for the same flight we were. They were not on the plane.

I do not recommend this airline. I have given it a few tries and every time I’m severely disappointed. ALWAYS delays and never do they update you on that status. It’s extremely frustrating when you have constant miscommunication and never consistency. Saw a few people stuck at the airport too because they couldn’t find their flight in the system even though they checked in online already and everything. Oh, and the worst part is not having assigned seating. I don’t usually write bad reviews but felt this one was necessary as I am extremely disappointed with this last flight more than others. It’s not like it’s much cheaper than other flights anyways. If looking for a recommendation - I think it may be best to choose another airline for your flight.

I was stranded in Louisville Ky, 9-21-18, because my flight was late arriving and would miss my connection in Phoenix. Your on duty manager, Chrissy?, solution was to give me a blue slip of paper for distressed travelers. I tried the website, broken link, then called. The man on the other end said, "No discount room in Louisville. Try calling around." Thanks. I will never fly your airline. I don't need condescending employees tell me it's not their problem I'm stranded. To top it off I had to go to baggage claims to find a Southwest employee. What was all the customer service employees locked in the break room on their phones Facebooking? You should think about changing your policy about not booking passenger on another airline. Blue skies.

So, I received several emails saying that my son's flights from Point A to Point B and on to Point C were delayed. They told my son is was Love Field's air traffic control tower had a fire. Well, the Dallas PD at Love Field hadn't heard about that. The air traffic control tower at Love Field hadn't heard about that either. So, there was no fire. They just said that to keep people from getting mad. Well, I'm ticked beyond belief because I HATE it when people blow smoke up my **! Rapid Rewards Number: **.

If my last flight with Southwest is indicative of how this airline operates then Southwest has gone down the tubes. On my flight the flight attendants were rude, the pilot was awful. It never used to be like this. I added a star because I arrived in one piece.

Southwest is being money hungry and also dismissive to concerns on program and pricing changes. And they used a bait and switch method. I booked my flights some time ago and was offered the early bird check in option at an additional cost of $60 RT for my wife and I. I went back to book it and now the price is $100. When I called, I was told that the program changed at the end of August. Mind you the $60 is already a fee to get checked in early so you have a better boarding group time so you can rush on and pick your seats. The other airlines allow you to select a seat at booking so you do not have to get on the plane searching for your seat and beat out someone else like it is the last bottle of water before a hurricane. I would have saved money going with another carrier and not had to pay for the privilege of getting a better line up position to then still have to search for two seats together where we would like to sit.

I made a mistake transferring Rapid Rewards points between my wife and my account that cost me $600. I noticed it immediately and called to reverse the transaction. They said they couldn't help. If you dig into the terms and conditions under the section on transfer points it does not say you can't reverse a transaction in that section. In their favor it does state non-refundable transactions in the general terms section. The information they provide on their website seems intentionally vague in an attempt to entice the customer to hit submit. It was not clear they were going to charge me to transfer points. It was unbelievably greedy to the point I overlooked it. The customer service representatives admit they could reverse the transaction if the situation were different but in this case they were unwilling to help. I'll be sure to consider other airlines first for future flights.

I was paying close attention to the flight attendants and noticed that not only did none of the cabin crew smile one single time or interact cordially with any passenger, the two women in the back 2/3 of the plane were snarky to the point that the larger woman was rolling her eyes at peoples' comments and requests, and the other one was rudely ordering people around. Maybe they were just having a bad day, but I've never seen this on Southwest before, and I fly it regularly. The larger woman was snapping refreshments out to passengers in the window seats without making eye contact, while staring straight ahead down the aisle as if she were bored to death. She would just hold the item with outstretched arm until somebody finally grabbed it. I smiled at her every time she saw me and each time she just scowled at me.

On a recent five hour cross country flight, I had the audacity to ask for two snacks. The attendant mutters "Let's not be greedy." Had I known that there was a one-item limit on the snacks, I would not have asked for more. Had I known that the flight attendant could call a passenger greedy, I would not have flown with Southwest. Humiliating experience. Even though she said she was kidding, what is funny about that???

Southwest lost my luggage on a flight from West Palm Beach to Baltimore. The Southwest Airline “customer service” agents in Baltimore were outright rude and indifferent about it. I was given an incident report (not fully filled out) and told they had no ability to track luggage and that if they did the ticket would cost $75 more. Interesting since Southwest has a total monopoly on all flights to and from those cities. That’s why they get away charging on average a thousand dollars round trip. It was like pulling teeth just to get them to tell me there was nothing they could do about try to find my luggage except wait Five days for it to show up somewhere. After five days, I was told I could go to their website and fill out a claim form. This event got even more absurd as it became clear that a distinctive silver hard cased piece of luggage was sitting or traveling somewhere and that this airline has virtually has no concern or coherent policy regarding lost luggage.

Me and my friend (Sayali **) bought two separate tickets from Charlotte to Baltimore and returning to Charlotte on the same day (08-25-2018). MY friend missed the morning flight and luckily got another flight with another airlines and reached Baltimore. During return (BWI-CLT), she was denied for boarding and was said that her flight ticket was cancelled. The staff refused her entry even though many seats were not taken.Worst experience!!!!

I will never fly with Southwest again. I am a U.S. citizen, but live in Costa Rica. I am in the process of becoming a full-time resident in Costa Rica, however it is a lengthy process. I have traveled to and from Costa Rica numerous times since beginning this process. I have the proper documentation that the government requires during this process.

Cancelled our flight with less than 6 hours notice. No other flights available for the day. We drove 2.5 hours to another airport just for that SW plane to be delayed 5 hours! They refused to compensate us. They might be cheap but you get what you pay for! Stay away from Southwest Airlines!

Southwest is running a scam, unilaterally canceling flights and trying to blame Air Traffic Control (ATC) in order to avoid issuing voucher passes to its customers. Our Sunday, August 12th flight WN6010 from MKE to DCA was canceled at 9:30 am CT via email to us, even though it was to land at 4:35 pm ET, six hours later. Call center blamed ATC and said, "Go get whatever SW seats are left Monday or Tuesday back to your area" (which was nil). They happily said that "customer service is not available today, they open at Sunday 3 pm". They also happily said "there are no managers or supervisors on staff today, it's Sunday." Monday, they happily said "we don't know what airport had the issues." Meanwhile, DCA ATC confirmed they did not issue cancellations or holds, particularly in the early morning for a late afternoon flight. That only happens with hurricanes and Nor'easters.

I booked a flight with Southwest Airline for Sunday August 12, 2018 leaving Tampa, FL headed back home to Memphis, TN. While checking my email to ensure I had the correct gate location and departure time, I decided to check in online via Southwest website. To my surprise my flight was CANCELED. I called their company at 11:00 AM and was on hold for 1 hour literally. The first lady who answered said "yes it was cancelled but let me see if there is another flight leaving out the same day." I responded with "why was I not notified by email" and she ignored me. I asked again and was told an email was sent at 9 AM. I told her I check my emails around the clock and would have received a notification. She told me no flights were available for Sunday but I can leave on Monday or she can refund my money. There was no sympathy for what was just caused to me and my son.

Reservations were made by Southwest for my family traveling to Fl. I purchased early bird to ensure we were automatically assigned seats. All passengers except one were placed on early bird, not exactly sure how that happened, however one of the passengers who was charged for early bird made a change to return flight home and the $30 for early bird was not passed to the changed reservation... This airline offers no way to resolve these issues. They are rigid and advertise how flexible they are, it's a complete false claim.

If you Google "buy Southwest points" an ad pops up at the top of the page stating that Southwest is offering points up to 35% off. When I logged into my account, however, and attempted to purchase the points the discount dropped to 30% off. I spent hours on the phone with Southwest asking them to honor their advertising at 35% off or an explanation as to why I'm only getting 30%. They actually tried to blame it on the third party company that runs their points system!! Ultimately, after speaking with many departments, they would not honor the 35% discount. Several reps told me that when they log into their accounts they are offered the 35% off and, yes, we both read the fine print on restrictions. I'm filing a complaint with the Consumer Fraud Division of the Arizona State Attorney General.

After accumulating over 70,000 points in the Southwest award program, I found that my balance had been canceled without notification for no activity in two years. If you have a savings account but don’t make a deposit in two years, how would you like the bank to drain your account? Without any notice that they would or had done so. I will never fly Southwest again! So much for “LUV” airline and their friendly service.

I bought tickets, then wanted to cancel and use them later (customer for decades). Then I want to book a flight for September 14th but the trip has to be completed by the 12th to redeem. I was told no one in the entire company can extend that 5 days. Amazingly, I was ready to pay the extra $400 for the trip. If it doesn't get extended, I'm ditching Southwest... not giving them my business.

We had a flight booked from DC to SLC, UT on 7/27/18. We were touring DC and received a txt message stating, "Southwest has cancelled your Flight. Please call 1800-435-9792 to rebook your flight." This was 4 hours before our flight was to depart, which actually gave us 2 hours of notification since we were supposed to arrive at the airport 2 hours prior to departure. I called and spoke with a customer serv agent and asked to be placed on a flight that was an hour earlier than our flight if it was possible. She said ABSOLUTELY and asked me to hold for a moment while she switched our info to that flight. Then she hung up on me.

I have flown exclusively with Southwest for about 6 years. I have just had a long argument with one of their customer relations supervisor, someone named Madison, who was completely robotic in her answers, and couldn't care less about anything I said but continued to keep a tone of know-it-all and "sorry but this are the policies at SW". I had accidentally booked a flight at 7 am instead of 7 pm, this is absolutely my mistake. As usual, I knew after flying with them for years that 24 hours before the flight they email you a reminder. Not having seen any reminder, I checked my flight again and noticed that it was at 7 am and I had "missed" the fight.

I’m reporting what appears like bait & switch with the discount airlines online reservation system. Southwest Airlines continues to have issues with their online reservation system that conveniently will not allow booking of a discounted flight. I have experienced what I’m about to describe on several occasions. My son attends a university near the San Jose airport and it is convenient and inexpensive (usually) to use SWA or Alaska to get him to and from home in Portland. In the past, when I have experienced low fares disappearing or receiving an error when selected, I just figured it was a glitch. However, given the number of times that I’ve experienced it, the practice is a tool to keep customers from getting a discounted fare that is showing as available. This time I documented this experience.

So my fiancée and I booked a flight on Southwest in January for a July flight. She wasn't a member at the time. I convinced her to become a member and she booked the return flight. Well because of a death in the family, we decided to cancel the flights. Her departing flight wasn't in her Southwest account because it was booked prior; so she forgot all about it. That flight was booked for yesterday 7/19/18.

My recent (7/15/2018) Southwest flight, returning home to Phoenix from a weekend trip to Detroit, resulted in lost luggage. As most frequent travelers know, luggage can be frustrating, but most of us understand the experience “goes with the territory”, knowing the airlines try their level best to get customer bags from A to Z with as little fanfare as possible. However, this trip, or lost luggage experience is turning out to be an exception to the rule aforementioned rule. First of all, the gate agent who received my luggage in Detroit at approximately 5:00 am was not the happiest of campers. She abrasively asked me for my identification and ticket, which I provided and she confirmed my first and last name, which matched the information on my government issued Drivers License (AZ) and the recently printed boarding pass.

Spent over an hour trying to book a SWA vacation, and the website is very flawed and totally frustration to use. Locked up and Locked UP and LOCKED UP. Three time I had to exit and restart the entire process in order to get it to take. Totally worthless. Something that should take 10 minutes took over an hour. Called their call back system and after over 30 minutes it would not pick up. Another totally flawed system. Called again. This time would not go on the call back system, and waited 45 minutes, transfer to the SWA Vacation system and the person hung up. Don't waste your time with SWA Vacation, a vacation should be fun, not totally frustrating to set up.

This is the first and last time we are flying with Southwest. Our 10 am flight to Denver was cancelled while we were on the airplane from San Diego to Phoenix. During the connection they gave all the spaces on the next flights to Denver, so when everybody from that connection arrived there was absolutely no flights left until 10:30 pm. (Almost 15h later). Once in the line to get the confirmation to the latest flight of the day, the attendant didn’t care enough to even tell us there was an option to go to the gates and put names on standby lists.

I would like to commence by stating I have been a loyal customer of Southwest Airlines for over a decade and Asif ** is a valuable asset to the company and McCarran Airport. Southwest lost my loyalty on July 8th. On the other hand, Southwest Airlines thoroughly disappointed me by their lack of communication and the service received from MARTA at Gate C22. I originally had a flight scheduled to depart from LAS to SNA at 1115am to attend my grandmother's funeral. As I prepared to depart for the airport at 900am, I received notification that the flight was delayed for 1230 pm. As a result, I decided to stay in and leave at 1015 am. As the clock hit 1015 am, I received another notification that the flight was moved forward to 1115 am and in panic mode along with mourning of grandmother, who raised me.

It was our understanding via Southwest website that the cost for the "Earlybird" check-in would provide a lower # for checking than doing the traditional check-in yourself. Well this is the Bull! Do not waste a Penny of your money!!! We had to check-in at 7:25am and so I decided I would let the Earlybird do it...what a waste of money. I watched it at 7:30am and they gave us #s that are worse than what I did myself. It got changed by them to higher #s. Don't waste money for this crap of service. They are stealing your money and provide no service... Do it yourself if you use this Airlines...we are not going to!!!

I had the worst flying experience in my life. I had a flight with Southwest Airlines, and when I landed I did not find my bag on the baggage claim and I have stayed more than 45 min and it did not come. And I went to their office to file a report about my bag cause I had to catch my shuttle to go to another city, the lady there told me that "You do not need to file a report and you can follow with us by the phone and then we can send you the bag to home." So I took the shuttle and went home which is far about 1 hour and more from the airport, and now they called that I have to pay them more than $60 so that they can send the bag to my home, although that was their fault but they still insist that I have to pay.

I was on flight #1508 on June 12, 2018, and I felt mistreated by the airline host. I sat in the secured passenger seat, and the gentlemen who was standing there he saw me coming and I asked him if I could sit there and he said sure, however my hands were full so I asked if he can assist me with putting my carry-on in the overhead bin because I had coffee and breakfast, a purse and my headrest pillow along with my carryon and he said 'no' then I am suppose to do it myself because I am sitting in the emergency exit row and I must do it myself.

Paid extra at time of purchase for early bird check in. DID NOT GET IT. Service desk at gate said I didn’t purchase it. Told me to call customer service. Customer service said I had it on my ticket but gate still wouldn’t honor it. Customer service tried to refund money but couldn’t. Said it showed as used on the ticket I had in my hand. Gate still wouldn’t honor it. I fly almost 100,000 miles a year with these people. I ALWAYS, ALWAYS buy early bird check in. I can’t believe they can’t fix something this small. Very disillusioned at how nonchalant they were.

On the day SouthWest latest fares were available, 5 family members attempted to make reservations. We were all on individual home computers when the download was finished & fares were posted. Only 1 family member was successful in getting the posted fares. Another 3 family members & myself received "invalid' messages & kept re-attempting. 8 minutes later a family member got her tickets BUT PAID $765 MORE THAN FIRST FAMILY MEMBER. I understand the "only a certain number on tickets are at a set rate" explanation. But none of us got the posted rate despite all attempting at the same time & within minutes of initial posting. Since it is holiday time period, It would appear to be a 'deliberate glitch' installed by Southwest to glean higher sales. It's unacceptable & a scam!

Upon my arrival at Hartsfield Airport in Atlanta from Las Vegas, I had retrieve my luggage from baggage claim and when I got to the shuttle to pick me up and I loaded my luggage into the shuttle I noticed a big rip on the top of my luggage and also a tear about 2 in long on the side of my luggage. Now mind you that I am in a hurry to get to the shuttle in time so it does not leave me to get to my motel. So by time I noticed the tear and the rip on my luggage and by the time I had time to call them, I was outside of the 4-Hour window they only give you to call them and file a complaint. Which I did not know because I do not travel that often.

A huge thank you to Southwest for helping me with problem and request. Both were solved within hours with a most polite response with no further questions asked. Best attitude and prompt response ever experienced with a big corporation.

They treat the passengers with respect and humor. The seating is not assigned and that can be a good thing. I do not like having to pay extra to insure seating with my children.

I am very disappointed at Southwest customer service and will NEVER fly with them again unless they change protocols. My coworker and I had a work function to attend in New York City from 5/29/18-5/30/18 and fly home the morning of 6/1/18. We get to Midway 3 hours beforehand, check our bags and wait to board. Finally get on the plane to be told that our flight will be delayed 1 hour for fog issues in New York. The flight attendees told us we could get off the plane or wait on the plane until we take off, so we decided to wait. No less than 5 min later the crew crassly said, "Your flight is cancelled. Get off the plane and go see customer service." We promptly left and stood in a line for 45 min to be told all flights to New York were canceled and where did we want to fly to. I asked what is the closest airport to NYC, she said, "I don’t know," and again, "Where do you want to fly".

I purchased two plane tickets for my son and his girlfriend as a high school graduation present. My son lives in MD with this dad and wanted to come visit us for a week before college starts. I never booked tickets or flights before, so I ended up booking two getaway tickets in May for the 2nd week of July 2018. My son called me this morning and told me that they would not be able to come down, and with college starting in the fall, he doesn't think they will be able to come down until sometime next year. I cancelled the reservations and called the number listed on the Southwest Airlines website to get a refund. The representative was so rude to me and flat out told me can't get my money back because these reservations were booked in May. REALLY???!

Southwest has been professional, funny, and accommodating. I particularly appreciate being able to change flights without being punished and being able to board with a husband who has a handicap without any problems.

I like Southwest. The best of all the airlines I have fly before. However, I do not like now that although I have not used them in the last year even though I have travel and they delete all my miles. That is not fair, as I think I should delete all the money I paid for it to fly them. Something you earn should not be taken away just like that specially if you were planning on taking advantage of the miles later.

I like this airline. They have a great plan for loading. Also, I like when the plane is not full and they let you spread out in the plane. It seems to be customer friendly too.

I booked a flight to go from Phoenix to Orange County for about $300 per person and I bought tickets for all three of my family (when you could drive there for less than that). I realized I forgot to add my lap baby and so I called into reservations who informed me he would have to remove all three of us from the flight to add the lap baby and I said "okay." Well what he FAILED to mention was that he changed the flight from a wanna get away flight to an anytime flight and charged my card $37 more per person. So that was problem #1.

I really like that they don't charge me for changing my flight plans and for how much my bag weighs. Also, the in-flight crew are very comedic.

Good ticketing office, employees and value for the money. Plane info is good and flight attendants trained well. Nice clean plane and on flight snack ok.

I only fly with Southwest. I love that they have no penalty for flight changes. No charge for baggage and not having a preassigned seat has never been a problem.

Southwest Airlines is a good reliable company. Customer oriented, friendly, and trustworthy. I am satisfied with them and wish they had more nonstop flights from Cleveland.

On a recent flight from Austin to Las Vegas, I checked in exactly 24 hours prior to the flight. When I noted that I got a B-40 something boarding status, I decided to purchase Early Bird Flight check in for $15, on the return flight. SW promptly processed the purchase. On the return flight, I checked in and noted that I had received a B30 boarding status... WHAT!!?? When I called the airline, they said that this was not an error and that SW offered no guarantee of an early boarding status for purchasing Early Bird check in. Don’t reward corporate and greedy policies of the airlines. Refrain from giving them more money than you have to. This was an awful hard lesson for me since I had championed an airline that I had previously thought was superior.

I did not like how we boarded in St. Louis, they had an alphabetical system, with a first come first serve in terms of seating. I ended up at the very back of the plane after I had to be reseated because of a woman with a child. But they do charge less than other airlines in regards to baggage. The staff was great and in spite of the seating and boarding issues made me as comfortable as they could.

Easy to pre choose seating for an extra $15.00 and entertaining flight crew. Free carry on bags TIMES TWO and great incentives offered when plane was overbooked.