Southwest Airlines Reviews
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About Southwest Airlines
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Southwest Airlines operates domestic and international passenger air travel. Established in 1967 and based in Dallas, the airline serves over 100 destinations across the United States, Mexico, Central America and the Caribbean. Southwest Airlines features low-cost travel options, flexible policies and a focus on customer service.
Visit www.southwest.com- Friendly and helpful staff
- Affordable flight options
- Flexible change policies
- Frequent flight delays
- Poor communication during issues
Southwest Airlines Reviews
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Reviewed Dec. 12, 2019
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.
Reviewed Dec. 3, 2019
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.
Reviewed Nov. 15, 2019
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.
Reviewed Nov. 15, 2019
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.
Reviewed Nov. 10, 2019
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.
Reviewed Nov. 6, 2019
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.
When he boarded, one of the flight attendants told him he could sit in that seat, and so he did. My daughter and I sat in an aisle and middle seat with her infant son in the economy section. During the boarding process, there were continual announcements urging passengers to find seats quickly, because the plane had to push back in six minutes…four minutes…two minutes, etc. These announcements were not made in a pleasant manner. It was like a countdown, and frankly, it was obnoxious, but people did the best they could to get situated.
When all of the passengers had boarded, a second flight attendant told my son-in-law that he could not sit in the exit row seat because of the soft cast. The only seat he could physically fit into at that point, because of his height and the cast, was a bulkhead seat on the aisle or maybe the window. He walked to the front of the plane and stood for about ten minutes as the flight attendants tried to convince one of the bulkhead seat passengers to give up a seat and move to an aisle seat in the economy section.
One bulkhead passenger did give up his window seat and moved back, but then another passenger in that row immediately moved from the middle seat to the window seat, taking the space that was intended for my son-in-law. The flight attendants said nothing when this happened. The passengers on either side of the vacant middle seat were overweight, and my son-in-law could not have fit between them. He needed an aisle seat or possibly a window seat. In the meantime, one of the bulkhead passengers kept making loud comments to my son-in-law, saying things like “Just sit down!” “Let’s go!” Another bulkhead passenger kept saying, “Call security.”
Finally, after about ten minutes of the bulkhead passengers refusing to move and two of them hectoring my son-in-law, he’d had enough, and he told them to shut up. At this point, my daughter carried her baby to the front of the plane to find out what was going on. As she approached, she heard the two passengers badgering her husband, and she told them, sternly, “You need to calm down,” at which point, they finally stopped talking. In the meantime, one of the flight attendants called security.
I then got up from my seat, at my daughter’s request, and moved to the front of the plane to sit in the middle bulkhead seat, so that my son-in-law could move back in an attempt to fit into the aisle seat next to my daughter, which would have been impossible for him, but he had no choice at that point if he wanted to diffuse the situation. Shortly after that, the security guard entered the plane and told my son-in-law he would have to leave. My daughter, son-in-law, their baby, and I all exited the plane without further incident. The passengers who had been antagonizing my son-in-law were allowed to remain on the flight.
Once we were back in the airport, the gate supervisor, Laura, could not have been nicer. She rebooked us on flights connecting through Los Angeles to Denver and gave us priority-boarding passes so we could sit in the bulkhead seats on both flights, as well as $200 travel vouchers. She commented that she couldn’t believe that none of the bulkhead passengers would cooperate with the flight attendants, especially since my son-in-law was wearing a cast and we were traveling with an infant. She also commented that the flight attendants should have done more to motivate the bulkhead passengers to give up their seats for a relatively short (2.5 hour) flight.
As a result of this incident, we arrived in Denver seven hours later than originally scheduled. We had to transfer flights while caring for an infant and purchase meals. Fortunately, we had enough formula, diapers, and extra clothing on hand for a much longer trip than we’d anticipated, but what if we hadn’t?
What I’ve left out of this story is this: My son-in-law is ** and Hispanic. He has a deep voice and speaks English with a noticeable accent. My daughter and I are **. I’m not one to play the race card, as my husband (who was not with us on the flight) would say, but you see the world much differently when you view it from the perspective of a ** family member, particularly one who is so conspicuous because of his physical presence (in fact, he formerly played professional basketball in South America and is often asked if he’s a Denver Bronco or Nugget). This isn’t the first time he’s drawn unsolicited stares or unwanted attention. In fact, this is how he moves through a predominantly ** world on a daily basis. He has to be patient and tolerant in public, even if those around him feel emboldened by their white privilege to treat him rudely or dismissively.
From that viewpoint, here’s what I think happened. There was a lot of pressure on the flight crew, attendants, and passengers to push out on time. It really felt like the passengers were being reprimanded for not sitting down fast enough. I believe this pressure to leave created a stressful atmosphere that encouraged the flight attendants to find the quickest possible solution. It was easier for them to give in to the bulkhead passengers and instead eject the “angry” ** man, rather than keep trying to convince one of them to move, which would have meant continuing to delay the flight. When my son-in-law told the bulkhead passengers to shut up, the flight attendants had the excuse they needed to call security and resolve the problem without inconveniencing the other passengers.
So, why weren’t the ** passengers who were badgering my son-in-law also asked to leave, or at least told to be quiet by someone with authority? My son-in-law paid for his brief outburst by losing his seat on the flight. Why did the ** passengers get to stay after antagonizing him for ten minutes? If my son-in-law were **, would the flight attendants have been so quick to call security? I’d call this a double standard at best and racism at worst. On the many occasions I’ve been with my son-in-law in public, I’ve never once seen him be anything but polite, gracious, and good-natured when complete strangers approach him to make comments about his height and size, which you can imagine could be intrusive and annoying after many years of hearing the same comments over and over.
The situation on the plane had to have been pretty intense for him to lose his cool, even for a brief moment. My son-in-law paid for a seat (including priority boarding status) and was just as entitled to be seated as the rest of the passengers. The flight attendants should have made that possible, even if meant offering a monetary incentive to one of the bulkhead passengers to move or even ordering one of them to move. Instead, they did nothing to resolve a problem that they themselves had created and then allowed the situation to escalate, resulting in my entire family having to exit the plane in a public and embarrassing manner.
For whatever it’s worth, as we left, a number of passengers stated that it wasn’t right or fair that our family, including an infant, was forced to leave. And, for the record, the plane sat on the ground for an additional hour while the baggage handlers tried to locate and remove our luggage. So much for pushing the plane out on time. I can’t honestly say I feel badly about that.
By the way, the repeated onboard announcements to passengers to hurry up and find seats also happened on the flights we took from Cabo San Lucas to LA to Denver. If your seating policy isn’t working efficiently enough to meet your on-time departure goals, to the point that you have to berate paying customers for not sitting down fast enough, then maybe you need to rethink your seating policy and goals. Also, depending on the kindness of earlier-boarding passengers to switch seats in order to accommodate people who are trying to sit together or who have physical or medical issues only works when you’re fortunate enough to have kind passengers. When you don’t, and you couple that with flight attendants who prefer to throw one passenger under the bus rather than find a fair solution, you end up with a situation like the one my family experienced.
What do I expect in the way of compensation for the stress, inconvenience, and embarrassment that this experience caused our family? First, I think it’s fair that we be refunded the full cost of our tickets, including the additional fees we paid for priority seating. Second, I think that my son-in-law should receive permanent Business Select or Special Assistance Status so that he can board in the A-1 to A-15 position on all future flights he might choose to take on Southwest Airlines. Third, I think my daughter, son-in-law, and I should each receive a free, round trip ticket to any destination that Southwest Airlines flies.
My husband, who paid for the tickets, is addressing his concerns to Southwest Airlines in an email. I’m choosing to address my concerns via this and other public forums because I think this incident deserves to be shared with a wider audience of people who might be as offended by the way that Southwest Airlines handled this situation as my family was. Thank you for your time and attention. C. **
Reviewed Nov. 5, 2019
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.
Reviewed Nov. 4, 2019
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.
Reviewed Nov. 4, 2019
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.
Reviewed Nov. 3, 2019
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.
Reviewed Nov. 2, 2019
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.
During the conversation on what was needed to justify a complimentary drink and I wanted to pay for this drink and I wasn't able to pay by card she said... "Im sorry if alcohol is all you ever drink in your life." Literally that is what she said. I said, "Wait what?" She said she was just playing after that. I said, "Susan I'm done talking to you." Flight 3262 from GEG to Las Vegas.
Don't get me wrong, I love Southwest... This is just a 1 off with the flight attendant. Their cancellation policy on if you can't make a flight and other perks are awesome. I was thinking about getting their credit card for the flight mileage and whatnot. I'll probably still fly with them but wow, For an employee to tell a person "i'm sorry if alcohol is all you ever drink in your life" is absolutely out of the ordinary.
Reviewed Nov. 2, 2019
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.
I went up to her and gladly checked my bag but politely asked what they planned to do if they didn't get enough bags to balance the weight. She immediately responded in a defensive manner about the fact that I obviously didn't know about weight and balances. I could really care less. I just want to have a safe trip. The other passengers were talking about this for the entire flight. It was so unnerving and unnecessary. I will never fly this airline again.
Reviewed Oct. 22, 2019
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.
We were not in restaurants or bars. We were standing in ridiculous lines. Taking trains. Running up escalators. Pushing through crowds. And no, it was not a holiday weekend. No one paged us. No one cared. No one considered that a large family with small children was rushing through the airport. They sent us $75 vouchers for our trouble. Our trouble included rebooking on a 3:30pm flight TO DC that finally took off at 5:30pm, then a 3hr drive from DC to PHL to get our bags.
Rest assured that my husband, my children, and I will never fly Southwest again. For the plane to be sitting next to us, 8min prior to departure, without letting us board when the wait times through the airport were in excess of 2hrs, is reprehensible. SW and the big heart on its planes should be ashamed. I sincerely hope they did not have standby passengers for that AM flight because I hope SW lost money that day. We obviously took 10 other seats on another flight and also got our car service from Washington DC to Philadelphia covered by Southwest ($500). Not exactly a financially responsible business plan nor in the best interest of the passengers. Good thing the 8:50am flight left on time though.
I also contacted TSA about the situation. Their initial email states to arrive 2hrs prior to departure (um, yeah, I know I’ve flied dozens of times) but the response to my complaint, interestingly but not surprisingly, says 3hrs. So the new standard, TSA, is arrive THREE HOURS prior to take off for a domestic flight? How about international flights—24hrs? Give me a break.
Reviewed Oct. 18, 2019
I called in Southwest customer service to make sure that my known traveler is on file, and spoke to Josh. He wasn't very much that nice and friendly by the tone of his voice, and I take him as a RUDE SOUTHWEST employee. Seems like by the tone of his voice, he is NOT liking his job at all. I always had good experiences with customer service before, but not this time. I don't like it at all...
Reviewed Oct. 15, 2019
I scheduled a flight in May for my Sept. trip. Originally from Orlando. Hurricane was bearing down on Florida Orlando airport was due to close because of the storm. My tix were bought and paid for in May. 400$ 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.
Reviewed Oct. 14, 2019
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.
Reviewed Oct. 2, 2019
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.
Reviewed Sept. 4, 2019
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!
Reviewed Aug. 31, 2019
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.
Reviewed Aug. 30, 2019
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.
So when they boarded us onto flight #1296 and we tell the flight attendant that we paid for the early bird check in. The flight attendant says, "Well we waited 20 minutes for your flight to get in." How is that the passengers' fault that the flight go in late? So they tell us to sit in the only available seats which are center seats not even in the same row. Also to make matters worse the seats are sandwiched in between 2 larger than normal sized people. So I had to squeeze between 2 large people and my husband got to sit next to a 350lbs man who was partially in his seat so much so that he had to lay his tray table down to lean on it for the entire flight. Did the flight attendants care??? Of course not because they herd people like cattle on these airplanes, they don't care if your flight is uncomfortable.
The flight lasted 1 hour and 23 minutes to Orlando. When we got home. I called Southwest Customer Service and the only thing they said they can do from their end is to refund us the $12.50 each that we paid for the early bird check in. They said to call their Customer Relations Department at 1-855-234-4654 option #5. On 8/30/19 I call Customer Relations and explain to the representative the situation and the terrible experience and she said she can only refund us $50 each in travel vouchers towards another Southwest flight.
So this airline company takes your money, gives you a terrible flight experience and only gives you $50 each for your unsatisfactory experience due to their flights not keeping on schedule. I told the representative if Southwest assigned seats in the first place it would not have been a problem because no one would have sat in someone else's seat. We pay for the early bird boarding to get within the first 60 people on a plane so parties can sit together. Looking back in hindsight my husband and I should have walked off the plane and asked to be put on another plane where we would be able to board within the early bird boarding and not lose our place in line. I doubt if I will ever book another trip with Southwest Airlines. Greed runs their business.
Reviewed Aug. 30, 2019
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.
Reviewed Aug. 24, 2019
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.
April ** represents what Southwest is all about "Caring for their customers". I know this may not seem like a big deal to most people, but image if it were YOU, this was HUGE mistake and April ** corrected it. She is amazing, very friendly and cared about helping me. Southwest you have a very special person representing your company. I always fly Southwest out of Lovefield, less hassle than DFW and because of great caring people like April ** - I am a loyal Southwest customer. I highly recommend this airline. A+/5 star airline!
Reviewed Aug. 13, 2019
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.
Instead the FA told me to file a Lost Report online at Southwest.com. At DCA, I filed a Grand Larceny Police Report with the DCA Police and then tracked my iPhone (Find My iPhone) to the UM's Grandparents' house in Stafford VA. The Stafford Sheriff recovered my iPhone the next morning but my iPhone was vandalized:
1) NEW Passcode was set up and the Police had to call the Grandparents to get the new code;2) All my data, including Photos and Apps, was wiped/cleaned out;
3) My OtterBox case was broken/cracked;
4) My Business Card taped to the back of the Otter Case was ripped off;
5) My decorative sticker on the back of the Otter Case was ripped off;
6) My unique Charm (from Japan) hanging from the iPhone was gone;
7) Now, the battery is not holding a charge.
This UM Thief (5ft female with brown curly hair) is experienced and should be banned from flying all SW Flights because she will steal again from us. I hold SW liable because they are responsible for: 1) escorting the UM on/ off the plane; and 2) being respectful to Passengers who are trying to alert the FAs that a crime has been committed instead of treating the Passenger like a crazy lying accuser of an "innocent" child. After 22 days, I received a NON-Response from Southwest: "I’m sorry for your frustration with the situation, and I understand that you feel we could have done more to address the circumstances. With that in mind, while privacy precludes us from sharing with Customers the details of any internal follow-up conducted with Employees, rest assured that we’ve shared acopy of your email with the appropriate Leaders for their awareness."
Reviewed Aug. 8, 2019
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.
As I am en route to Denver from Aspen I receive a text message from Southwest telling me that my flight will be delayed 2 hours, placing me into Seattle at 2am. This irritates me not only because I have to work at 7am the next day, but because I also have to drive home an additional 2 hours from the airport, but I decide I will give Southwest the benefit of the doubt and continue with this flight. I make the executive decision to just book a hotel in Seattle so I can rest and catch an early ferry the next morning. Well about an hour later, I receive yet another text message from Southwest telling me that my flight will be delayed yet another hour putting me into Seattle at 3am, and home at 5am. I am livid, anxious, and angry, so I decide to book another flight with an alternative airline.
Now at this point I can’t cancel the hotel because it’s within 24 hours, and I have incurred the additional expense of booking with a dependable airline within an hour of the flight’s departure. That night I called Southwest to cancel the eternally postponed flight and express my frustration. The customer service representative was unsympathetic, and just went through the motions as she cancelled the flight.
The following morning, I write a complaint to Southwest expressing my disappointment with their consistent delays every time myself, or family (My niece flew with them in February, and that flight too was delayed an additional two hours causing us to miss the connecting flight) flies with them. This morning I receive a response from them stating in not so many words, “We are sorry we were unable to get you to your destination on time or at all, however we needed to fix our piece of ** planes so they don’t crash, and we won’t offer you any compensation for your troubles, have a nice day.”
Now this doesn’t sit well with me because it is not my fault at all that their planes suck and need constant maintenance! I purchased a product and expect that product to be delivered as promised, and when promised. Not late or never!! Southwest I am more than disappointed in you and your customer service. I can promise you that I won’t be flying with you, recommending you, and will be telling others not to fly with you, because you don’t care. Makes me really sad!!
Reviewed Aug. 8, 2019
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.
Reviewed July 29, 2019
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.
Reviewed July 27, 2019
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).
Neither my mother nor myself were notified by phone or text (as SWA claims they do) until they arrived at my daughter gate and my mother was told. When my mother called from her cell phone and informed me I asked to speak with the person at the counter to get clarification of the situation. I was angry and agitated as I deliberately scheduled my daughters getting in close to the same time and day to keep from having to make multiple 4 hour round trip drives to Denver. As the agent wasn’t helpful I asked to speak with a manger. A women named Michelle came to the phone. Before she addressed me I could hear her say "why does she want to talk to me, I am not going to help her".... She never addressed me other than saying it was policy and nothing she could do.
I did argue but never cussed nor yelled on the phone but more spoke in an authoritative manner as she continued to speak over me and tell me she didn't have my phone number to contact me regarding her not being able to fly. I told her that I gave my mother's # and my number plus two back up numbers as the ticket agent required when booking the flight. She then told me "I better watch it or she will make sure my daughter never flies Southwest again..." (not looking like we will anyway) So new flight got booked and guess what!?! I instantly got a text telling me my daughters flight had been changed to a new date and time! (Remember they didn't have or numbers!) I called SWA's 1-800 # to file a complaint. Was transferred to a reservations manager who told me there was nothing she could do, client relations was closed at 430 CST and would open until Monday then she hung up on me.
So even more angry I looked up customer relations 1-800# to see (by the way not on SWA.com had to get or off of some unaffiliated website...that's convenient!?!) Guess what! They weren't closed! Talked to a guy who told me he could not investigate the incident until the flight took place, and then it would take a week at best to get ahold of me! Hmm ok. that's nice! I then asked for clarification on what hazardous weather as nothing is showing up on NOAA.gov, only Denver was under a air quality warning. The guy says "well ma'am I'm going to assume you are not a trained meteorologist are you?" (Smarty pants.... that's professional!) Before I lost my cool I gave him my contact information and hung up. Now remember my 13 year old is still flying in from San Antonio at 930pm tonight. Her flight was delayed an hour due to hazardous weather.
My ex husband and I received texts saying her flight had been delayed, as most people do they left later for the airport.... When they arrived they found that the flight had been changed back to original time and her plane departed in 20 minutes.... We never received a text saying her flight had been changed back to the original departure. This means her luggage won’t make it on the plane until the next flight which is tomorrow! So to say the least I am so unhappy with the quality of customer care SWA provides. Thinking about it my 9 year old can’t fly because she can't secure a hotel room if her flight was diverted, but I guess SWA is under the impression a 13 year old can?!? SWA you need to invest some money into customer service training and communication with your customers and take a look at your policies.
I am not a complainer. In fact out of the 100's of flights my children have taken in the last 9 years I have complained one other time when an SWA agent boarding my daughter made her cry because she didn't know my mother's last name.... she was 6! She just knows her as "Grandma Diane". That agent yelled at her and said, "If you don't get it right you're not leaving." (A 6 year old excited for her summer vacation and getting to see her grandmother and grandfather that she only sees once a year!) Some may ask why did we continue to use SWA, because I'm under the general philosophy that every industry has a few bad apples... but the majority of people are good. Now I am questioning if those who work for SWA are just overworked, underpaid, badly trained staff members who work for a company who doesn't have a clue! End Rant here.
Reviewed July 26, 2019
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.
The nice lady at the desk was trying to hard to help me. She verified that I did not have bags checked under me, that they were all under the rest of my party. She called her supervisor over to help and he was SO RUDE!! He said that my dad booked me on another flight to save money, when in a actuality it cost more! He then proceeded to say that my kids would be fine with the grandparents and that I would just have to get on the next flight. I was livid! It gets better.
My children and my father were detained in customs because they did not have a letter stating it was ok for my kids to travel with them. My dad somehow convinced the customs agent to let them go with him. Then my dad so graciously waited another 3+ hours in the Sandals lounge in the airport waiting on me to arrive. To ice the cake, my party was not able to check into the resort because the room was in my name. I have had nothing but positive experiences with Southwest up until this trip. They have burnt me for the last and only time.
Reviewed July 25, 2019
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!!!
I wrote a letter to the CEO, VP or Customer Relations, and the Customer relations department telling them what happened and got another email this morning telling me they were still refusing to give me my travel funds! This is a measly $300 to SW, like picking up a penny to them, but a lot of money for my husband and I who are retired and on a fixed income. Shame, shame, shame, on Southwest for thinking they are perfect and couldn't possibly have had a glitch in THEIR system!!! Unfortunately they pretty much have a monopoly on affordable flights so I guess I'm stuck with them but I won't be smiling and IF I have another choice I will choose another airline for my trips.
Reviewed July 22, 2019
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.
Fast forward to the next delay in Dallas. My grandson called me again asking if he could call the police to help him again. I asked him to try and find an agent first and hand the phone to him/her and tell him his grandmother says it is an emergency that she talk to him/her, so he did. The agent said he would keep an eye on him. So, next the plane was delayed for the third time and he will get into Tampa 5 hours late in the dark. His father has been sitting at the airport for hours worried. There was no communication from SW for the entire day. They never informed us of anything. There were times we could not get a hold of my grandson because his phone was dead and he had to find a charger. These rules about deplaning are in place for a reason and then SW just does not follow them and that is negligent.
Reviewed July 16, 2019
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.
Reviewed July 6, 2019
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.
Reviewed July 5, 2019
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.
Reviewed July 3, 2019
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.
Reviewed June 25, 2019
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.
When asked about reimbursements for either a ride sharing service to our house or for a hotel night to fly the next day, her only response was "No". Not, "I'm sorry we don't do that" or at least splitting the cost, she could only say "No" in a very uncaring and rude manner, with a completely stone cold look. When I asked why she wouldn't do anything, her reply was the flight is delayed because of weather and it wasn't Southwest's fault or their problem. Translated to English: It's YOUR fault and YOUR problem.
I was completely shocked at her attitude, it really took me by surprise. Here's the Southwest mission statement: "The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit." Obviously these are just words and have no meaning in the real world. To really make a point and drive the stake through our hearts, Southwest completely destroyed one of our bags and we had a $60 ride home. (We did receive compensation for the destroyed bag and a toiletry bag inside so I guess that's a small victory against corporate greed.)
I know Southwest is the low cost airline but this is beyond being a bunch of penny pinchers. There is no excuse for the treatment I received and the absolutely callous attitude of their employee. I'm not a regular traveler but I've flown on Southwest several times and had good experiences. I like saving money but it will be worth spending a few dollars more not to ever do business with them again.
Reviewed June 24, 2019
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.
Reviewed June 23, 2019
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!
Reviewed June 22, 2019
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.
Reviewed June 20, 2019
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.
It is for this reason, I have stopped flying with Southwest, because you just don't know what will happen when you book a flight with them. Also as a company, Southwest has changed, they are more about bottom line and had no problem screwing their customers over. I looked at how much I have spend flying with Southwest throughout the years ($30,000 to $50,000) and how I and other royal Southwest customers are treated, it has been very disappointing.
Reviewed June 20, 2019
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.
Flight scheduled for Wed., 8:50P. Flight cancels, as is usual, three hours before go time. The flight I can get on has two connections (to replace my non-stop). I risk the final connection due to their tardy arrivals, of course. And, I do miss the final connection due to late flights. No hotel offered in place of the night I spend in the airport, and why? They’d go broke giving away hotel rooms! “Suckwest AIRLINES...let us use your money for a while before you ask for a refund!”
Reviewed June 16, 2019
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!
I have not flew Southwest for over 20 years, this is my most regretted decision to choose Southwest again. This will be my last time. When I spend my money on air ticket I expect seat entitlement not seat lottery. It also took an elderly and a ** stewards to serve drinks and snacks not until at last 30 mins of 3 hour flight! No thanks Southwest. There are airlines much better deserve my business. All all the ** dumb self centered ** who supported Southwest, may your journey be a hell one!
Reviewed June 10, 2019
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.
Reviewed June 9, 2019
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.
Reviewed June 9, 2019
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!
Reviewed June 6, 2019
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.
Reviewed June 6, 2019
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.
Reviewed May 29, 2019
After arriving at Midway to make a connecting flight to BWI (Baltimore, MD) for a business trip, we had an embarrassing, RUDE gate agent that separated us because although we 1) booked the flights together and 2) checked in together, our “#’s were 8 apart. Really? We couldn’t board together? Rot in hell Attila. Delta will get our business.
Reviewed May 29, 2019
I was on a flight from DC to KC on Tuesday, May 28th. Due to weather we got a text two hours before our flight saying it was cancelled. When we called to get a flight out the earliest one that could get us home would’ve landed us at midnight, when we got to our layover city no one knew anything about the weather in KC or what was going on. They eventually found out the KC airport was closed and offered to get us a flight out NEXT DAY AT 7 pm. They offered no hotel accommodations and my sister left for the Peace Corps for over two years the following morning, I not only lost out of my last night with her but then didn’t even get to say goodbye.
They offered no help on getting me on an earlier flight and expected us to stay in the airport for the next 22 hours. I’ve always heard good things about Southwest but you can assure this will be my last travel experience with them. I’m not only shocked and appalled but will never forget how they stole my last night and goodbye to my sister away from me.
Reviewed May 28, 2019
I had scheduled a round trip for 3 and the returning flight fare changed to a lower fare. I attempted to modify the flight given that it was the same flight number and same time in order to save $10 dollars. I was not able to modify using the app then I tried on my PC and I kept seeing an error. I called during my lunch hour, it was 40 minutes before anyone could give me an answer as to why the system was not letting me modify the returning flight.
Finally, I was told that there was a kink and that the flight had been modified by the airline and that I needed to call the Customer Affairs phone number 855-234-4654 option #5. I didn't have another hour to spare so I waited a couple of days to call, thinking that Southwest Airlines would honor the price due to the kink in the system that wouldn't allow me to modify my returning flight.
I called and the 2 options I had: 1) wait for the next available representative wait time 42 minutes or 2) send an email and wait for the case to be reviewed and receive an answer via email. I decided to wait, I waited for 41 minutes exI explained my situation then waited again. At the 50 minute point in the call, the representative tells me that he cannot find a lower fair price than what I paid and that he cannot honor the lower price based on my word given that the other representative didn't leave comments under the account. This was a waste of time and money and effort, so disappointed.
Reviewed May 25, 2019
Southwest discriminates due to age. I arrived to get my boarding pass last night for flight 1228, (May 24TH), Confirmation number: **. I was waiting in line and I was first. The ticket agent said, "NEXT" so I stepped up, she waved for these identical twins around 20 years old to be served next and accused me of cutting in line, she stated in a very loud voice, "Ma'am, you just cut in line. I was wanting to wait on them." I stated, "But I was first," she said "No you weren't" and another agent stepped in and said, "Come over here," which I did. Because her voice and tone was a fighting vibe, I said, "What is your name?" She kept turning from me so I could not read her name tag. She said loudly, "Ma'am you know you cut in line!" I said, "How do you spell your name?" I could not read it and she gave me a phony name.
I alerted her that was a secret shopper as a job and I was going to do a report and I needed her real name. She then said, "I really don't care, I get more praise than neg. reports!" I said she didn't deserve this job if she felt she could abuse customers. She said in a real nasty tone, "I don't care what you say Ma'am and HAVE A BLESSED DAY!!!!"
I then when to my gate and asked to talk to a supervisor. When Amy ** arrived I asked to video our conversation because I didn't have a pen. She said absolutely not! I told her my side of this story and she said, "I can see that you are very disappointed with us." I looked at her and said, "Amy, I want a resolution, how can that happen." She state she would talk to her but I would never hear of the outcome. I said, "Amy....do you know my name? Am I invisible to you? Is that how Southwest treats cattle? Because I am a secret shopper, I will do reports on how this made me feel, however I have a idea how Southwest could improve customer relations that I will only reveal to someone who can implement this new idea." She said, "I could pass it on," LOL! Amy **, Above the wing supervisor, LOL! Southwest is not the same after Herb died sadly.
Reviewed May 24, 2019
I will say that it is not necessarily the company but how they handle employees that are rude and disrespectful to their customers. I will be making a call tomorrow to customer relations, making a formal complaint regarding the boarding attendant. Denver to Tucson flight 2220 May 22, 2019, gate C27. This person threatened to arrest me moments after she preboarded me due to a plane swap and a hour and half delay. She scanned my boarding pass and I proceeded through the Concorde with the others. Then I hear this employee's yelling "Hey Lady come back here!" I looked back and thought she was speaking to someone else and continued walking. She yells again, "You in the pink shirt." (My shirt was peach.) She then becomes angry and instructed me to obey her orders. I will say that did not go over well with me, especially in the disrespectful way she summoned.
When I was within earshot of her I said "what is it that you need?" She at this point started threatening me she would call security, I again said "what is it that you need?" Her response was for me to calm down and follow orders. I'm thinking, "What the hell is going on?" Then security shows up taking me aside about 2 feet, well within boarding passengers' view. The security guard was about a foot taller than me and had at least 200 hundred pounds on me, she gets up in my space and starts with do I want to be detained, or removed from the flight? I again ask, "What is it that you need!?" Again and again.
Finally I'm told my driver's license. Didn't questioned why, I've never boarded a plane and been asked to return with my I.D. Matter of fact never been asked for ID while boarding. I of course obliged, I could see this was not going well, at this point I would be lucky to get home by 1 am in my 10th hour of travel. I am a healthy, athletic young 58 year old woman who had not been drinking. I was tired yes, during the delay I walked the airport racking up some unexpected steps. My first facial reaction was to the utter disrespect of this Southwest boarding attendant addressing any one us as "Hey lady you need to follow orders". I will say that did not go over well. I will be calling customer relations tomorrow and will update.
Reviewed May 22, 2019
My reservations have been changed numerous times before my flight... It then got cancelled less than 24 hours before my flight through text. I was busy throughout the day so I didn't read my text till late. I had to call in late at night to rebook my tickets. It then got cancelled again on my return flight back home less than 3 hours before my flight. It was an early flight so I had to call a family member in the middle of the night to tell them the updated plans, which they had taken off work to pick me up because the airport was 1.5 hours away. This is very INCONVENIENT!! Did the owners of Spirit airlines taken over Southwest????
Reviewed May 17, 2019
Southwest cancelled our flight 5-12-2019, 10 minutes before boarding time @ 7:40 to leave @ 8:10 am. Tried jumping on another flight. They couldn't get us there till 9 pm. We had to change airports, change airlines (American) and paid $2,300 to get to Denver for a wedding at 2pm. We were still late, Southwest would only refund the tickets & send $100 vouchers (who wants to fly with Southwest if all you do is cancel flights????). Just to get from Love Field to DFW was a $50 Taxi ride. On top of paying $741 each person (3) each way. Southwest is seriously a JOKE of a company. Our primary airline is always Frontier when we travel to Denver (no available seats).
Reviewed May 16, 2019
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.
Reviewed May 16, 2019
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.
Reviewed May 15, 2019
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!!!
Reviewed May 13, 2019
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.
Reviewed May 11, 2019
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!!!
Reviewed May 10, 2019
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.
Reviewed May 10, 2019
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.
Reviewed May 8, 2019
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 hung up. My wife then called Southwest. Not only did they get us booked last minute, they adjusted the pricing for an emergency, and helped us the whole way thru it moving our points around etc... Even when we got to the airport, they bumped us to an even earlier flight to get us there as quickly as possible. What a blessing it was to fly with you. If we would have went with the other airline, or had we not been bumped up to an earlier flight, we would not have made it in time to see her grandmother before she passed. We arrived within less than 2 hours of her passing. What you do for people every day may seem routine, but for us, it was a life changing moment.
Having my wife be there before her grandmother passed means more to me than I can possibly express to you. As a result, I have decided to switch to Southwest for all of my work and personal trips going forward even though I do not have status with you. Sometimes I fly out of Knoxville where you do not service, but other than that, I will forever use you now. Thank you for making such a hard time for my family, just a little easier. God Bless you.
Reviewed May 4, 2019
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.
Reviewed May 3, 2019
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.
Reviewed May 2, 2019
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.
Reviewed May 2, 2019
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.
Based upon this experience, I would not recommend Southwest to anyone. Twenty five years as a customer means nothing to Southwest. Setting aside that my Mother is dying and life is hectic and trying at times, taking something from me and then basically telling me I received notice when I didn't is inexcusable after 25 years. Delta Airlines would never do this to a long-standing customer, and I don't believe American Airlines would either. Herb would be very disappointed in what has happened to his company!
Reviewed May 1, 2019
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.
Reviewed April 30, 2019
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.
We had to wait until 4/29/19 at 10:30 at night. We had to pay for a rental, hotel and more food for two and a half days due to Southwest's error of not notifying us of a flight change. They said they will give us a voucher for a better experience and I said, "No thank you, I want reimbursement." At first, I only wanted my original flight reimbursed, not hotel and rental, but they refused and I submitted a BBB request. If that doesn’t work I will handle this in court. I will NEVER fly Southwest ever again!
Reviewed April 28, 2019
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.
Now that Southwest is losing money for grounding the Max 8, they changed our flight to a connecting flight without any compensation and refusing to change our flight to a nonstop out of a different airport. We are losing the money we could have had if we had bought a connecting fare in the first place and if take the option of canceling, we lose money on the fare increase since booking. So Southwest wins this round. But we will not be flying Southwest again due to this bait and switch unethical way of doing business.
Reviewed April 26, 2019
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.
Reviewed April 25, 2019
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.
Reviewed April 22, 2019
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.
Reviewed April 18, 2019
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.
Reviewed April 15, 2019
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.
Reviewed April 15, 2019
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.
Reviewed March 30, 2019
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.
My wife and I got A27 & A28, but my son got A40 which doesn't make sense, So we attempted to board together since he is type 1 diabetic, the agent had a fit, I said I could have gotten him a pre-boarding pass being that he is diabetic. She replied "Then go out, get one and get out of this line." I said, "I don't need to do that now, you are boarding A27 and A28," then my wife said she can wait with my son, so I then said to the very young inexperienced rude agent who is a terrible representation of Southwest, "My wife can wait for 11 people to go through then she can meet me inside." Kayla then said " Sir don't talk to me that way abruptly." I was confused and shocked with her rudeness!
As I proceeded to board the plane, I said to her, "I will be leaving a review, you are very inconsiderate!" She then interrupts the boarding process, runs down the area before you enter the plane and said "You need to go talk to a supervisor now. You cannot board." I said, "I don't need to talk to anyone now, I need to board and secure my seats that I paid for," she said "Absolutely not and I will not board your wife and son."
I know she is young, but WOW, the abuse of position is the worst I have ever seen. She was in my face the with the worst attitude and demanded that I leave until I speak to a supervisor, so I walked out and waited, the supervisor showed up and I explained. He was surprised and asked me, "Why can't you board?" I said, "She won't let us," he then asked her, "What number are you on?" She said, "Almost done with A." He said, "You can board and I am sorry for issue" and seemed confused as to what happened.
I asked for her name, she didn't give it for a while, but I waited for the supervisor to ask her to give me her name. I am 52 years old and I fly 2-3 every month, I have never experienced anything like this before! What a terrible display of bad manners and disrespect. I fly many airlines, I wouldn't expect this from any other airline and especially from Southwest. They used to be the funny airline, but that stopped about 3 years ago and lost their touch and now for me they are in the same category of United Airlines with respect to treatment. I will go back and start using Delta and American sometimes. No one needs to treated like this, we all have many choices and Southwest continues to go backwards while others are getting better!
Reviewed March 29, 2019
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.
Reviewed March 27, 2019
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.
So basically I get what my flight costs and the rest will be profit for them unless I book yet another flight by my expiration date (in which I would have to pay more money because I wouldn't have enough money in credit to pay for 2 full round trip flights). Don't do business with this airline! They are scammers and only care about the profit not their customer and how hard they had to work for their money!
Reviewed March 26, 2019
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!!!
Reviewed March 24, 2019
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.
Whoever was on the phone, which I doubt is a manager, had no will to help or assist me at all!!! Funny thing is she said, "We can't help you on your mistake!" Really? Things happen, plans change. It's not like I said I was going to another airline. I simply asked for their assistance. Funny thing is, they said they will help but I would have to pay $490 more! My ticket was only for $248! Are you kidding me? I felt so disrespected by the response and their lack of understanding to reality! I will NEVER EVER book with Southwest again, nor will I refer any of my clients to use their services. Thanks for NOTHING!
Reviewed March 22, 2019
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.
Reviewed March 19, 2019
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.
Reviewed March 19, 2019
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!
Reviewed March 19, 2019
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.
Reviewed March 19, 2019
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.
Reviewed March 19, 2019
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.
Reviewed March 19, 2019
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.
Reviewed March 19, 2019
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.
Reviewed March 19, 2019
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.
Reviewed March 18, 2019
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!!
Reviewed March 18, 2019
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.
On 3/18/2019 I planned to travel from DAL to SJC and at 7.10AM. I reached the gate on-time and when I was about to board the flight, I was asked to check-in my very small bag. I asked the air host (a ** male) if I can check for any empty space, if not, I am ready to check-in. (I travel light just to avoid extra baggage waiting time in order to reach work on-time.). The air host was very rude and not willing to listen to me, maybe because of my race or other things. I did not argue at all I gave my bag to him and boarded the flight.
When I went inside, I saw several empty spots where I can keep my bag. When the same person was walking by, I asked him the reason why I was asked to check-in the bag when there are so many spots. He became furious and told me that I cannot fly and asked me to leave the flight. Without arguing with him I left my seat and came out of the flight. He did not give me any answer for his bad treatment. He is very rude, customer unfriendly, may be racist. I had to go to baggage claim area to collect my bag and book another flight with a different airline. Never ever fly Southwest again.
Reviewed March 18, 2019
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.
Reviewed March 18, 2019
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.
Reviewed March 18, 2019
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.
Reviewed March 18, 2019
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.
Reviewed March 17, 2019
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.
Reviewed March 17, 2019
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.
Reviewed March 17, 2019
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.
Reviewed March 17, 2019
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!
Reviewed March 17, 2019
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.
Reviewed March 16, 2019
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.
Reviewed March 16, 2019
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!
Reviewed March 16, 2019
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.
Reviewed March 16, 2019
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.
Reviewed March 16, 2019
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.
Reviewed March 16, 2019
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.
Reviewed March 15, 2019
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.
Reviewed March 15, 2019
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.
Reviewed March 15, 2019
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.
Reviewed March 15, 2019
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.
Reviewed March 15, 2019
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.
Reviewed March 14, 2019
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.
Reviewed March 14, 2019
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.
Reviewed March 14, 2019
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.
Reviewed March 14, 2019
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.
The flight attendants are always so nice and accommodating to your needs. The pilots' comments are hilarious and puts me at ease. I changed my schedule a few months ago in which I paid $8.00 and ended up delayed at another airport due to weather conditions. I wasn't upset at all, I'd rather be safe. Days after I arrived home, I received an email from Southwest giving me a $100 voucher for future travel with them. I was not expecting this, didn't feel as they needed to do this, but that is who they are. I will not fly with any other airline unless I absolutely have to!!! I highly recommend Southwest Airlines!!!
Reviewed March 14, 2019
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!
Reviewed March 14, 2019
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!
Reviewed March 13, 2019
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.
Reviewed March 13, 2019
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.
Reviewed March 13, 2019
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.
Reviewed March 13, 2019
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.
Reviewed March 13, 2019
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.
Reviewed March 13, 2019
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.
Reviewed March 12, 2019
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.
Reviewed March 12, 2019
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.
Reviewed March 12, 2019
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!
Reviewed March 12, 2019
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.
Reviewed March 12, 2019
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.
Reviewed March 12, 2019
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.
Reviewed March 11, 2019
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.
Reviewed March 11, 2019
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.
Reviewed March 11, 2019
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...
Reviewed March 11, 2019
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.
Reviewed March 11, 2019
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.
Reviewed March 10, 2019
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.
Made that mistake myself, traveling between Tampa, Florida and Austin, TX. Tampa was 79 degrees and non-stop Austin was 39 degrees. Tampa, has good veteran and disability security assistance towards boarding flights. Austin, has poor veteran and disability security assistance personnel. When traveling between Austin and Dallas Love Field, Austin took longer than the actual flight. Austin security, put 3 security personnel on my physical inspection, causing me to board our flight in tight seating due to security delays. We request the boarding with disability to ensure safety for ourselves and other travelers on 737 planes. Dallas Love Field, had good veteran with disability assistance and ensured we got on our flight, non-stop to Tampa. If we have to travel within Texas again, we will avoid Austin, altogether. May even consider rail travel.
Reviewed March 10, 2019
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.
Reviewed March 10, 2019
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.
Reviewed March 10, 2019
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.
Reviewed March 10, 2019
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.
Reviewed March 9, 2019
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.
I was told at airport and with SWA customer service that they would not refund me anything or pay my $230 car rental bill because they had fulfilled their part of the flight by getting me to Columbus. But my home was Chicago, so makes no sense. I called again and SWA stated to talk to Corporate office in Dallas. They said no problem, refund was already in system and would post to my acct 10-15 days. Well almost a month later, no refund. I find out SWA is in dispute with their mechanics and mechanics are intentionally stalling, so many planes not in service. SWA has to cancel flights, assuming mine was one of them, because weather was ok to land in Chicago. SWA are liars and can't be depended on anymore. They will cancel your flight at the last minute and leave you stranded anywhere they fly. Herb Kelleher would never have allowed this when he was alive. A longgg time customer of SWA NO MORE!!!
Reviewed March 9, 2019
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.
When I called SWA and explained the circumstances, the customer service rep told me that since I had not reported the loss within four hours of the flight’s landing, my claim would not be considered. Even if I had immediately opened the travel case when I arrived home, I would not have been able to report the loss within the necessary time frame. I was not happy with my experience with customer service. I’m convinced that the club was taken from the bag by a baggage handler at PHX and feel that Southwest should have been willing to reimburse me for the loss. I know I should have read the fine print on my baggage claim. I guess I expected that SWA would be more amenable to my claim and the extenuating circumstances, rather than summarily dismissing me. I am out $500. Southwest Airlines has a thief working for them.
Reviewed March 9, 2019
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.
Reviewed March 9, 2019
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.
Reviewed March 9, 2019
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.
Reviewed March 9, 2019
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.
Reviewed March 8, 2019
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.
Another fact supporting I canceled my flight is when you miss a flight with Southwest they will text you and email you to let you know you have missed your flight and your funds are forfeited. Yep, I never received an email or text saying that either. I have been the biggest Southwest cheerleader FOREVER but Southwest is now turning into the new Spirit Airlines with the inconsistent information I received on another flight and now their mishandling of passengers funds. I'm going to think twice about flying with them after I complete the paid trips I already have with Southwest. KEEP YOUR EMAIL WHEN YOU CANCEL YOUR FLIGHT!
Reviewed March 8, 2019
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.
Reviewed March 8, 2019
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.
Reviewed March 8, 2019
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.
Reviewed March 8, 2019
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.
Reviewed March 8, 2019
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 Airlines Company Information
- Company Name:
- Southwest Airlines
- Year Founded:
- 1967
- Address:
- 2702 Love Field Dr.
- City:
- Dallas
- State/Province:
- TX
- Postal Code:
- 75235
- Country:
- United States
- Website:
- www.southwest.com
