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 712 reviews
6/10
3 star Skytrax Rating
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1/10

"brand new bag was ruined"

(United States)

Trip Verified | Phoenix to Chicago. My brand new bag was ruined. I literally opened the box brand new the morning before my flight. It was a birthday gift, and after my flight that evening it looked like it had been dragged behind a luggage truck for a mile across the pavement. Since my flight arrived at 1am I was tired and figured no customer service would be open and would deal with it in the morning. Upon calling I was told by the women on the phone that you must bring the bag to the bag to be inspected within 4 hours of your flight to receive any sort of compensation for the damaged bag. I asked to talk with her manager. She told me she was the manager and would not let me speak with anyone else. This policy is ridiculous especially for flights arriving in the middle of the night, and I am incredibly dissatisfied with the customer service I received with this airline. Will not be flying with them again. I’ve attached photos of My two brand new bags next to each other (the smaller one I used as the carry-on) Rips that are all over the bag and wheels that are about ready to fall off at this point
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RoutePhoenix to Chicago
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"don't take vouchers from Southwest"

(United States)

Not Verified | Atlanta to Detroit. This is my husband and I first time flying with Southwest. Flying home internationally from Punta Cana, layover in Atlanta on 5/20; plane unable to land due to weather related issues. We were due to land at 6:55 pm and board a connecting flight at 10:05 to Detroit. At 7:08 pm, I got a text from SW that we were being re-booked to leave Monday at 4:00 pm. The plane I was on had to go to Orlando to refuel, and then back to Atlanta. We were on the plane from 2:30pm to 10:30pm, with no additional food, water, or drinks offered. Once in Atlanta, the customer service rep; re-iterated what I already knew, that we could not leave until Monday and gave us a voucher for a discount rate for a hotel. We booked the hotel (Holiday Express) in College Park, Ga, They don't take vouchers from Southwest only Delta and told us to go back to SW for a discount re-imbursement. I just finished talking to a customer rep in TX, who advises me that he could not help me with that issue and tells me how the airline is not responsible for Acts of God - I knew that, but my issue is with the hotel and the voucher. No further offerings of any kind or telephone numbers that I could take this issue further.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteAtlanta to Detroit
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Absolute terrible experience"

(United States)

Trip Verified | Cabo to Houston. Absolute terrible experience traveling with Southwest Airlines. Not only did the flight take off late, but had to land in Corpus Christi because we didn’t have enough fuel to wait out a 5 minute storm coming into Houston. Ended up waiting nearly 2 hours on the tarmac in Corpus while waiting for 3 other planes to fuel up ahead of us. Complete waste of time and very disappointed in Southwest's choice to maximize profits by putting in the least fuel possible. Will never fly on this airline again and I encourage you not to either.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteCabo to Houston
Date FlownMay 2018
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

"did not sit with my minor"

(United States)

Trip Verified | San Jose to El Paso via Las Vegas. I was boarding with my 13-year-old minor I asked him if we could sit together we were the last ones called they had my minor sitting in a spot where it says do not seat a minor under the state of California - yet she sat there from San Jose airport to El Paso airport. On our way home I asked in the flight we could sit together, again yet we were the last ones boarded and I did not get to sit with my minor again.
Type Of TravellerFamily Leisure
Cabin FlownPremium Economy
RouteSan Jose to El Paso via Las Vegas
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"used to love Southwest Airlines"

(United States)

Trip Verified | Boston to Salt Lake City. I used to love Southwest Airlines, until now. Boarded a plane in Boston, then sat there for 90 minutes for mechanical problem. Missed connection so I was deplaned. Sat in line for 2.5 hours while missing all flights out of Boston. They literally took 45 min to rebook each customer - finally my turn, and they say I won't get home till 2:30 tomorrow, and I get a $200 voucher and hotel voucher in a roach motel 20 miles and $89 each way in cabs from the airport. Oh and my bags are on the way to Chicago. I have no clothes, toiletries, etc. and BTW, I'm on my own for food. Awesome, Southwest BOS!
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteBoston to Salt Lake City
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
9/10

"such a great attitude"

(United States)

Not Verified | Nashville to Chicago via Pittsburgh. Our flight to Pittsburgh from Chicago (flight 42) today had been delayed 3 hours, which we wouldn't leave Chicago until midnight and get in Pittsburgh until 2 am. The flight concierge at the desk B9 was so helpful, such a great attitude and got us a new flight and called the ramp to get our luggage off the old flight and onto the new one so we didn't lose them. She was having fun with us and making us calm. I am not impressed with Southwest but I'm so impressed with her.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteNashville to Chicago via Pittsburgh
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"very disappointed with Southwest"

(United States)

Trip Verified | Yesterday my husband and I had a flight from Austin to Jacksonville through Atlanta. When the flight out of Austin kept being delayed and reached 4.5 hours late because of weather in the area, we would miss the connection in Atlanta. They lady at the counter told us that meant they would cancel our fair and find an option to get us out the next day. We didn’t like that option, so we found a flight that got us to the Jax the same night through Dallas. That flight was also delayed because they were unable to track down the crew, and once boarded, we sat in line to take off. We finally took off only to be told they were not doing full service because of turbulence. All of that was unfortunate, but I understand Southwest hasn’t figured out how to control weather. When we landed in Dallas, we were told the original plan for those flying through to Jax on the same aircraft has changed and to deplane and check the monitors for our new gate. No Jacksonville flight existed out of Dallas. The flight to Jax we were supposed to be on had left hours ago! They purposefully left us behind. I quote Sean at the counter: “they ditched you to get the other people in the air.” I find this absolutely unacceptable. We should have never been allowed to come to Dallas after our flight had taken off. S The poor customer service continued has they refused to provide accommodations for us in Dallas because they blamed everything that happened on weather which they aren’t responsible for. When we pressed that sending us to Dallas was a mistake, the supervisor said it wasn’t; it was their bad weather plan. I explained again what happened in Austin - It was our plan to fly through Dallas but we were supposed to stay on our plane. And they said that they left hours ago because of weather so the mistake was because of weather. The bad day continued when we found out our bags had made it to Jax and were not in Dallas with us. So we had to find our own accommodations last night and will be rewearing our outfits as we hopefully get home on a flight to Jax today. If everything today goes according to plan, we will be landing 22 hours after we originally were. I am very disappointed with Southwest after yesterday.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteAustin to Jacksonville via Atlanta
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"flight is having a 2 hour delay"

(United States)

Trip Verified | Oakland to Orange County. Upon checking in, I received a text from them saying that our flight is having a 2 hour delay. Staff told me she doesn’t know about anything. I explained my situation to her saying I had an appointment to be there by 11:15am with the delayed flight I will not be able to make it and the appointment is what I am flying to SF for. She responded rudely and saying they had no other flights and I said how about other airlines if they could connect me to - they just didn’t help at all. I was panicking during the whole flight and hope that I would be ok. I got there late as expected but luckily I got what I need to get done. In the middle of it, they texted me saying my return flight will be 1 hour delay and then half hour later they texted me and said my flight got cancelled after all. I called and asked to put on later flights. They girl on the phone said we had no flight that day, but we have tomorrow. I told her I have no where to stay and asked if they are going to compensate my hotel room. She was like no but I could put you on a flight tomorrow! I said could you also check Oakland, she did and said we could connect you to the flight from Oakland to Arizona and Arizona to OC. I told her no, I wanted a direct flight and that’s what I paid for. She found one and that’s cool with me at least I have more time to explore the city. After checking in, they texted again and saying our flight will be an hour delay. Our flight was originally taking off at 8:25 and now 9:25. I asked the counter if they know they can’t land in OC after 11pm. The girl gave me bad attitude and said it’s the weather, we can promise you anything - and shortly after a customer service manager made an announcement saying they need to fix the plane in order to board u, they will leave us 10 mins to be boarded. If we can’t make it, the flight will be cancelled. Everything was great and started following direction and we closed the door at 9:30, took off about 9:42 and we landed just in time. I don’t know how they had no motivation for situation like this - if they delay or cancel people’s flights that they paid for, shouldn’t they give them free food vouchers or hotel rooms?
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteOakland to Orange County
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"attitude was terrible"

(United States)

Trip Verified | Boston to Albuquerque via San Antonio. While I have always liked flying SW in the past, I am now done with them. They are on my “No-Fly” list with United. Our return from Boston on 4/29/18 was perfect on paper, leave at 1:30, get in at 6:30. Checked in 24 hours early and got late “A” spots. Cool. Sunday morning received E-Mail from SW, flight rescheduled to leave at 3:15, 4 hour layover in Dallas then home after Midnight! Seriously!? So I called them. Woman very rude and difficult when I asked if there was anything better then getting in 6 hours late. She acted like this was my fault and she was doing me a favor by looking into it. Yes, there was a better option, getting us in at 8:30. (Why didn’t they put us on that in the first place?). Woman asked if I was sure I wanted this changed as SW would charge me if I called back. Wow. Really? Got to airport and had to check in with an agent. We were actually back on same numbered original flight out of Boston, just two hours late. She gave us “C” boarding passes. I showed her that we had “A” passes for that same flight. She said that since I rescheduled those were gone, but she could Sell us some “A” passes? Really? I never meant to reschedule anything. SW caused this. Possibly comp us A29 and A30 for their screwup? Nope. Wife and I sat in center seats in different rows for the four hour flight. SW used to be great. That is history. Their attitude back to me for their problems was terrible. Never again.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteBoston to Albuquerque via San Antonio
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"how understanding they were"

(United States)

Trip Verified | Las Vegas to Saint Louis. I have only flown a handful of times in my life but this was my best and worst flight of them all! So the pilot that flew our plane did the smoothest take off and landing I have experienced yet. The speaking flight attendant was entertaining and made people laugh, all while still being professional. Now for the horrible part - right before I boarded the plane I started to feel ill. Let’s just say the bathroom was smaller than a broom closet (hey it’s a plane what do ya expect?!) I asked the attendants for something to help nausea and other things. - they got right on it! They let me stand back by them so I could stay close to the bathroom. They nurtured my stomach with ginger ale and water. They were so very understanding, they didn’t seem annoyed or inconvenienced., it blew my mind away how understanding they were! Which I guess you would rather someone chill in the back than vomiting all over the plane. I did not catch their names but I was on flight 1734 from Vegas to Saint Lois May 17th 2018. These employees deserve recognition for their actions!
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteLas Vegas to Saint Louis
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes