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Southwest Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 497 reviews
6/10
3 star Skytrax Rating
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2/10

"Southwest get new management?"

(United States)

Albuquerque, NM to San Antonio, TX via Dallas, Love Field TX. I have been making about 8 to 10 flights a year for at least 9 years. My family lives in RI, and I live in NM. So I travel cross country once or twice a year, plus vacation and work trips to the Bahamas, Florida, Quebec, Mexico, and last winter Cambodia. I have always attempted to fly Southwest Airlines in the past, whenever traveling (domestic) to a location that they have service to, and I generally try to avoid American Airlines. Over the last few years flying is less and less of a faster trip, due to lengthy waits in security, and the expectation that we travelors arrive at the airport earlier and earlier, as well as layovers that get longer and more frequent delays. In the last couple of years I have come to expect that, unless I am flying on the very first flight of the day, I will be delayed. I have mentally added that time to overall travel time, when planning a trip. Southwest always seems to deliver that midday delay, and I now expect it. Today, Southwest outdid themselves. I think I may finally reached the point where voluntarily flying is perhaps no longer worth it. Maybe I would rather stay home. There have been several moments today when I wished that I could leave the airport and just go home. Why am I so set on spending the time and money to somewhere else anyway? I can go swimming in Albuquerque. The first such moment was when I got to the airport at 7:00 am for my 8:55 flight only to discover that it does not exist anymore. It was posted as delayed, now it's just gone. I have to wait until I am called to be told how I will be rerouted. So now I am leaving an hour and 50 minutes later, to make a Dallas flight that will take off about 2 hours later. So I can still pick up my rental car during daylight. I make it to Dallas, I get on the plane, we are a bit delayed because we need to get some more gas because we need to fly around some heavy traffic to get to San Antonio. No we are now waiting an additional hour and 45, due to bad weather. Well, ok, I can still do my drive before it gets dark (I've never driven in San Antonio). I can even get off the plane if I want, I will just have to reboard (because that is so much fun). So it is really pretty hot in here, but it is too late to go home. We can leave now, (so they say). We just have to wait for the passengers to get back on the plane. Did Southwest get new management? Is this a new marketing scheme?
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteABQ to SAT via DAL
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"no compassion, not friendly, not helpful"

(United States)

Writing this review not as a passenger but as the uncle of my nephew who attempted to fly from Chicago Midway to Albuquerque on WN 563 on July 21st. Yes - Southwest had a computer meltdown and their flights were all messed up. This has happened before to them and other airlines. But alas it always comes down to how an airline handles things like this that differentiates them from others. My nephew is Italian and doesn't speak English fluently and is 14, so I needed to get the Escort pass from the ticket counter. The line was over 1,000 people long if not more, stretching into back halls. I told the SW agents at the line entrances I just needed to get the Escort pass as he can't go thru alone. No - no help. Rude people who just say - get in line. There was no one at the Business Fare line - literally no one - and she wouldn't just let me go up there to get the pass. I had used a Skycap to check his bag in as that line was only 50 people long, so literally just needed the agent to give me the pass. Not a single SW person helped me - but going back to the Skycap - he did! He stopped what he was doing and walked me back to the counter and had an agent quickly issue me the pass. So simple - didn't really stop the process of handling other passengers. Just for this I wouldn't fly SW again - there was no reason the Biz counter couldn't have helped me (and 2 other passengers needing just a quick minute with an agent. So we go thru security - eat and go to the gate where it says "on time". Some flights delayed, some cancelled, some on time. They board other flights, at our boarding time they have people line up, flight attendants already on board. Then an announcement: "Flight 536 is cancelled, we have no pilots, please get in line for rebooking". No apology - in fact the 4 hours at Midway not a single SWA agent said I'm sorry for what was happening - just deal with it. So I get on the SWA app and the only flight I can get for my nephew is on the 23rd of June. Ok - so now ask an agent how I can get his bag. No - no way, we are not pulling bags from flights. I said he is 14 and has no clothes here as he is visiting. Sorry - we are not pulling bags. I said some choice words to her and then she says to speak to a supervisor. Wait 45 min in line - the supervisor says no - with a smile - and I can try to go to baggage claim and see if someone there would help. So I go to baggage claim - and the agent there is friendly - but she is just guiding people as that line is 20 people long. She said the bag will go to ABQ and just let it go. If I wait in the line they may not pull it, or if they do it could be hours. At least she was friendly. So for 2 days my nephew will not have any of his things - not a dire situation - he can wear my clothes. But again - it was just the sheer nature of the SWA agents. No compassion, not friendly, not helpful. I will never spend a single penny at Southwest again. SWA has gotten too big for its britches - they used to be good in the 80s and 90s, now just one of the Big 4 and treating passengers like cattle. Lets see if the flight tomorrow goes out on time or at all, I have my fingers crossed.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteMDW to ABQ
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no other flights available"

(United States)

The customers of flight #1647 from Hartford to Orlando were mislead and given empty hopes. We were told at about 12.15 pm that our flight was an hour delayed. Then soon after canceled. Next, we were told, "please sit calmly Southwest will figure this out." Finally, no other flights available, this flight is canceled all together. All other bookings were available until Sunday July 24th. Useless for us, since we were coming back on Sunday. I shifted gears quicker than Southwest and booked a flight with JetBlue for an additional $1000 to fly out the next day. I have been trying to contact Southwest online or via telephone call with no success. This is an awful way of doing business.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteBDL to MCO
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"a very comfortable experience"

(United States)

I recently flew on a Southwest Airlines new 737-800 from St. Louis to Washington National and it was a very comfortable experience. The flight was full going there and on the way back but the cabin crew was very helpful and able to get to us very quickly. When we checked our bags, even with it being about 50 of us in the group, they were able to take care of us pretty quickly along with taking care of the other people not with our group at the same time. Overall, I would recommend flying with Southwest.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteSTL to DCA
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"unbelievably rude"

(United States)

Verified Review | We have always had a great experience when flying with Southwest and with their customer service. For this reason, we have always been willing to pay the extra dollars to book our flights through them, as opposed to booking with one of the cheaper airlines. However, the last 3 times we have flown Southwest have been just awful. They lost our car seat the first time, our luggage the second time, and then the third time we experienced a 3.5 hour delay followed by a cancelled flight at 9.30pm. On top of this, we have encountered terrible customer service every step of the way in dealing with these stressful circumstances. Each time we traveled the personnel working at the ticket counter have been unbelievably rude. Great way to start the trip. When items were lost, instead of being helpful and accommodating, the customer service agent working in lost baggage was very brusque and actually yelled at us, and then refused to do something as simple as validate a $7 parking ticket for my husband who had to park and come in to help me with the situation since I was traveling alone with our 6 month old. Finally, when we were flying home to Denver, our flight was delayed 3.5 hours and then cancelled. The entire time the woman working the gates to the flight was yelling at people and being extremely rude. We all had to wait 1-2 hours in line to rebook our flights, and then we found out the next day when we called in that they never even rebooked a flight for us. We will be leaving 2 days after our expected and paid for departure date. On top of all of this, we have not been compensated for any of these inconveniences.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteDEN to MSP
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"went the extra mile"

(United States)

Verified Review | Portland to Boise with Southwest. Our 12 year old son flew by himself and had to change planes with a 2 hour layover. Since he's 12, he's an unaccompanied minor. Southwest employees were so kind and generous by offering a meet and assist during his plane change and layover. Plus, they went the extra mile by calling us to confirm our son had landed and was in their care. They even put him on the phone to speak with us. We have always received excellent service with Southwest. This was exceptional service and we highly recommend.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RoutePDX to BOI
Date FlownJuly 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"only draw back is open seating"

(United States)

Portland to Los Angeles wit Southwest. Great Airline. They sell fares based upon one way. It is great if you want to fly into one city and out of another city. No bag fee's or change fee's. The only draw back is open seating based upon the 24 hour check in when you are signed group A. B, or C. That is ok because the aircraft they use are 737's and the connections give me a chance to stretch my leg's. They also offer a beverage and snack service.
AircraftBoeing 737-700
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RoutePDX to LAX
Date FlownMarch 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"energetic and jovial flight attendants"

(United States)

Verified Review | Flew Southwest from Phoenix to Orange County on a Saturday evening. I checked-in using self-serve kiosk at the airport. Kiosk gave me a temporary pass that I needed to collect my real boarding pass at the gate. Security lines were very short in Phoenix that evening. Agent at the gate was very courteous and professional despite having just dealt with an unhappy customer before me. Inside the cabin, I was surprised by how energetic and jovial the flight attendants were despite the flight being on a Saturday evening.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RoutePHX to SNA
Date FlownApril 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"definitely fly in the future"

(United States)

I flew Southwest Airlines with my band on our spring break trip. The cabin staff was amazing and very accommodating. We took off on-time with no problems or delays. The airport staff was amazing, I accidentally left my bag in the gate area and the gate agent walks onto the plane with my duffel bag. Inflight service with Free snacks and drinks. The new plane was beautiful with the mood lighting. Will definitely fly in the future!
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteMCO to MDW
Date FlownApril 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"severely disappointed"

(United States)

I started my travel today with a 7.25am Southwest Airlines flight from NY, with Orlando being my final destination on a 9.45am. As of now, it is 1pm and I am still in the connecting airport set to depart at 5pm. A 7 hour delay you ask? What possibly could have happened? All we are told is that there is an equipment issue and we are to wait. There have been 4 flights from BWI to MCO set to depart after mine that have already left as we wait 7 hours for a flight. Severely disappointed. I will not be flying SW again.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteISP to MCO via BWI
Date FlownJune 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no