Southwest Airlines  Passenger Reviews and Passenger Trip Reports

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SOUTHWEST AIRLINES customer review :  27 July 2009 : by J Barton (USA)

My uncle and I flew out to Las Vegas from Norfolk and back a week later. The flights were on time, but seats were uncomfortable and being a big guy, I felt cramped sitting next to a stranger. There were several children screaming throughout both flights which convinced me that there needs to be an age limit on flights. I found the flight attendants to be friendly. But you get what you pay for right?

SOUTHWEST AIRLINES customer review :  22 July 2009 : by Keith Kaminski (USA)

CMH-MDW. Was booked on a later flight with an "Anytime" fare so I was able to get confirmed on an earlier flight at the CMH gate with no problems. Even got a "B" group boarding pass and an aisle seat. Flight was on time and arrived on time. Flight attendants were hilarious for even such a short flight.

SOUTHWEST AIRLINES customer review :  2 July 2009 : by J Jensen (USA)

TPA to MDW round trip. Crew in both Tampa and Chicago were pleasant and willing to help, even in the late hours of the night when I left Tampa. Boarded the plane quickly and found seats without a problem. Flight crew informative and regular beverage service on the 3 hour flight. Baggage was waiting for me in Chicago when I arrived. Upon returning to Midway the lines were long but the ticket agents worked efficiently to make my wait only 10mins, plenty of time to grab breakfast and wait for the plane.

SOUTHWEST AIRLINES customer review :  29 June 2009 : by B Desmond (USA)

ISP-ORF via BWI outbound and ORF-ISP direct on return. Boarding wasn't too chaotic at any point and staff were friendly, aside from a female attendant on flight from ORF-BWI who took herself a little too seriously. Southwest gives you the best value for your money of any US domestic carrier. Cheap, to the point, and basic.

SOUTHWEST AIRLINES customer review :  18 June 2009 : by L Pulliam (USA)

RNO-LAX return. Both flights on time. The only negative and that is why I took 2 stars off of the rating was the check in guy at Reno. We were flying with our elderly father in law, no check in baggage, he was in a wheelchair and flying on the senior rate so he had to show his ID. We got in the wrong line so we got our butts chewed out by this guy with a bit of a scolding. Very unnecessary. The ground staff at LAX treated us like royalty. So hats off to them.

SOUTHWEST AIRLINES customer review :  15 June 2009 : by Dave O'Shaughnessy (USA)

LAS-BDL-LAS Open seating 3x3 on a B 737-700. Comfy leather seats with good legroom, free snacks and soft drinks, beer, wine, & spirits for sale at US$4. Flight attendants cheery and welcoming, and made frequent beverage runs for the 4.5 hr flight. Outbound flight delayed by 1hr 20 mins, gate agents kept passengers fully informed. Pilots made up 45 mins en route. Southwest never fails to deliver, low cost, comfortable, and safe air travel.

SOUTHWEST AIRLINES customer review :  10 June 2009 : by Stuart Reay (Australia)

First flight with Southwest and was very impressed. We flew from Vegas to LAX and all went like clockwork. Our original flight was cancelled so we couldn't check in at the automatic check in counter but the desk put us on an earlier flight. There was a slight delay in boarding but we were kept informed all the way. Crew were fine and great for a short flight. Seriously for the amount of money you pay for tickets - could you complain ?

SOUTHWEST AIRLINES customer review :  10 June 2009 : by Rod Jensen (USA)

I used to avoid Southwest because of their boarding policies. Now, I think they are the most equitable. It is especially good for the business traveler without elevated frequent flier status. The boarding process was calm and friendly. I also like their straightforward pricing strategy. Southwest pricing has seemed higher than other airlines recently, but this non-stop flight was less than 1/3 the cost of the only other non-stop to the DC area (United). My round trip was comfortable and on-time. The staff seems to enjoy their work - more so than other airlines. I checked my luggage and did not have to pay extra. The space between seats was more than American, with whom I fly frequently. This flight (slightly more than 3 hours) had free snacks (2 or 3 bags, if you wanted them). My only negative comment is that it took longer to get luggage on the carousel than other airlines.

SOUTHWEST AIRLINES customer review :  8 June 2009 : by P Nobbenhuis (Netherlands)

Worst flight I had in years! Very unprofessional crew who couldn't care less. MCO-BWI, delayed on the ground due to weather in Baltimore. Almost no information from the flight crew or cabin crew. Only twice they came on the PA. First, 10 mins before departure, telling they would come with an update in 1 hour. Acceptable. However after 1,5 hour still no information. After asking one of the crew who simply shrugged his shoulders, the captain came on again, saying we would be on the ground for at least another 45 minutes. Finally the crew decided to bring around some water. After 3 hours on the ground, during which passengers went on and off the plane (including new passengers?), we finally left for BWI.

SOUTHWEST AIRLINES customer review :  25 May 2009 : by J Whiten (USA)

I fly SWA maybe 3 or 4 times a year. This year I won't be flying SWA due to their boarding and seating procedure. I had enough. It's better than it was before but, not that great. I can't understand why they will not allow you to "select" your seat when you buy the tickets.

SOUTHWEST AIRLINES customer review :  13 May 2009 : by E Mabley  (USA)

LAX-AUS roundtrip on 737-700s. Flights on time, cabin clean and roomy, and service professional and courteous. Southwest doesn't offer meals or inflight entertainment, but since most of their flights are less than 2.5 hours it's a non-issue.

SOUTHWEST AIRLINES review : 6 May 2009 : by Robert Morrison

Customer Rating : 4/5

LAX-TUS return. I have used Southwest on several occasions and have found them to be a good low cost airline. Unless you check in on-line, you tend to be down the end of the queue for boarding which doesn't give you much choice in seating. Although allowed 2 x 50 pound bags, if one bag is over the weight limit then there is no waiver for an excess baggage fee. None the less, a good cheap airline that seems to arrive and depart on time and the good humour of the cabin attendants make the flights reasonably pleasant. Alcoholic beverages are not free (US$5 each and no cash accepted) but a complimentary glass of soft drink and a packet of peanuts are given out to pax.

SOUTHWEST AIRLINES review : 5 May 2009 : by Jo Wright

Customer Rating : 5/5

FLL-PVD. Our first time with Southwest and very impressed. I would not normally choose an airline that has no confirmed seating particularly as my partner gets airsick and is better seated in the middle or in the front of the plane but the carrot was that this was a direct flight to Providence. Despite checking in on line 24hours prior to departure we only managed a B boarding pass so when we arrived I just asked at the service desk if they would consider giving us early boarding - no problem whatsoever (we had a doctor's certificate to validate the airsickness, which they didn't ask to see). We joined the many thousands of others departing FLL having just come off a cruise ship so it's hard to comment on the check in process other than to say the Southwest staff monitored the lines constantly, called for people whose flights were soon to close for priority check in and security clearance, and all with a smile and a sense of humour. On board we had a great crew both up front and in the cabin and the flight departed/arrived on time. We look forward to flying Southwest again next time we travel through the US.

SOUTHWEST AIRLINES review : 24 April 2009 : by Karl Shivero

Customer Rating : 4/5

LAS-LAX. Kerb-side check in was a pain because our bags were a couple of pounds overweight. SWA now have a policy for charging the standard excess weight fee for bags that are more than 1 pound overweight so do not travel with overweight bags expecting them to be waived through. I liked the boarding procedure by groups (A,B,C in sections) because its fairer to those who check in early or check in online. Checking in online on the morning of the flight still got me an A boarding group. I've travelled on this route with Southwest before without problem, their advance fares are still competitive and I'll travel with them again.

SOUTHWEST AIRLINES review : 24 April 2009 : by L Scheer

Customer Rating : 5/5

CLE-LAS. A most excellent flight. On time departure and early arrival. Row A/window seat. FA very friendly and ample services of beverages and snacks. Bathrooms clean and tidy. Interior clean. Third time flying with WN, and won't be the last. My daughter has a disability and was boarded just after wheelchair consumers. It is her first flight alone and she did well. Had help from fellow PAX upon arrival to claim her luggage, as LAS is a zoo!

SOUTHWEST AIRLINES review : 26 March 2009 : by Nancy Cole

Customer Rating : 1/5

I will not fly Southwest again unless there is no choice. This is a minority opinion but I'll share it. When things go well, Southwest is almost perfect. Friendly, professional crew, fairly comfortable seats, on-time service. When there's a problem, I think Southwest falls apart. It's happened to me before on other flights but my recent return trip from Tampa to Baltimore has left me sputtering mad. I had one carry-on bag but I check it through. Now, 24 hours later, I am without my bag and I've just had my final call with Southwest. It seems I was a late check-in which nobody mentioned to me. Certainly if I had known that the luggage might not have made the plane, I would have carried it on. After an amazing round of calls to Southwest, I am annoyed enough to write this. Without exception, everyone I spoke with was indifferent to me. I spoke with 5 different people - one of whom hung up on me. It was as though all of them were robots - speaking from the same talking points. Our policy is "your luggage claim check said" etc. The collective Southwest response is at least as aggravating to me as the lost luggage issue. Be forewarned that you get what you pay for. Cheery, perky, breezy flight attendants do not make up for incompetence.

SOUTHWEST AIRLINES review : 17 March 2009 : by J Kenner

Customer Rating : 4/5

LAX-Tucson round trip. Another pleasant stress-free short flight by Southwest. Southwest fares between LAX and TUS are significantly less than United (the other airline flying the route nonstop) and their 737's are so much more comfortable than United's CRJ-200s.

SOUTHWEST AIRLINES review : 1 March 2009 : by J Brabazon

Customer Rating : 2/5

I flew Southwest Airlines with my 4 and 9 year olds, and wife. I asked several employees about sitting with your kids & was told family's with kids 6 or younger can sit between groups A and B, and if you have a higher # you can board with your family if it has a 4 year old or younger. Their web sites policy is close to this, but stated only family's with kids 4 or younger can board between groups A & B. When I got in line with my A #, ( my family had lower #'s ) the lady behind me ( she had 10 to 14 year olds.) would not let my family in line. She was nasty, it was awkward. I was taking advantage of what one of their employees told me I was allowed, and the web site seems to support me. Now that my son is 5 and I'm planning my next trip, I have decided Southwest is no longer for us, and would recommend family's with small children to understand that even though they say they will try to accommodate family's, the other passengers with older kids are fighting for themselves as well, and it can get tense. Southwest Airlines should let family's with children under 16 years to board after their select fare client's and let the family's board as long as they fill in the back seats, allowing the ones up front for their business travelers. If this is an option for family's, I see this policy as a win win.