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

"customer service is appalling"

(United States)

Trip Verified | Detroit to San Juan. The customer service is appalling. I booked a flight of over $500 to go to San Juan. When I get to the airport they say they are stopping in Atlanta. I ask why and to review my itinerary. The lady was rude. Then I shrug it off and go to my connecting flight on New Orleans to only be told that I will be going back to Atlanta for a another stop. Why am I on a plane to go to Atlanta twice! I called and the agent was arguing with me that it was the flight pattern when I have my itinerary on my app showing it is not. Nothing was done to accommodate or rectify they extra travel back to the same place - and now my flight is delayed over 3 hours.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteDetroit to San Juan
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"in the airport for another 5 hours "

(United States)

Trip Verified | New Orleans to San Antonio via Houston. Flight was a few minutes late leaving New Orleans. Touched down in Houston at 2.20pm. Connect flight scheduled to leave Houston at 2.30pm. Would not let me board because we were too late getting in even though the connecting flight was delayed until 2.55pm. So now, they have me sitting in the airport for another 5 hours for a 1 hour flight. I asked if I could catch something earlier. I was nice about it. Staff was rude.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteNew Orleans to San Antonio via Houston
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"they have lost all of my respect"

(United States)

Trip Verified | Just an FYI for everyone. They will give away your seat if you were not at the gate 20 minutes prior to flying. I know the general rule is to be at the airport two hours early, sometimes this is not possible with connecting flights. Southwest gave away my seat on the flight that I paid for, they told me I can get on the flight three hours later and wait at the airport. I was at the gate 18 minutes prior to the scheduled departure time, they told me it was too late they had already given away my seat. I fly Southwest twice a month for work. I don’t really have an option so I will continue to use them, however they have lost all of my respect, and if another option comes available I will make a change. Very disappointing.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteReno to Las Vegas
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Not the customer service of the past"

(United States)

Trip Verified | Flew Southwest Airlines from Las Vegas to Dallas. Not the customer service of the past. I was at the gate with no announcements. They sold my ticket as I went to board and said I was too late. I was put on standby rotation out of Vegas and no seats were available because all flights were supposedly sold out for the day. This was the reoccurring message until I purchased another $1000s in tickets for the next day. Then and only then did they find openings to multiple direct flights out the same day. What a racket. No seats. Sell my seat. Buy another ticket. Then oh look there are seats.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteLas Vegas to Dallas
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Southwest Airlines lied"

(United States)

Trip Verified | Southwest Airlines lied for reasons I’m sure are related to not compensating individuals. They use the excuse of weather related issues. I know for a fact that March 20th, 9.20 am flight was canceled, while the rest of the day flights left Denver bound for BWI and BWI to Denver went on until 10.20pm. They then canceled my next flight at the same time, 9.20am the next day 1 hour later. Needless to say I spent two days in a hotel next to Denver airport. I spent over $700 for hotel, food, rental, parking, they hide behind the fact that they can say it was weather related, so they do not have to compensate anyone. I do not like liars, I will never use this airline again.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteDenver to Baltimore
Date FlownMarch 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
9/10

"Staff were nice"

(Vietnam)

Trip Verified | First time travelling with Southwest Airlines from Santa Ana to Houston. Online check-in in advance and everything else is processed super fast. What I love most about this airline is that they allow 2 pieces of checked baggage. I know that there are no seat choices and I have no problems with it. If you are in one of the last groups boarding, only midde seats are available. Staff were nice and had a great sense of humour.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSanta Ana to Houston
Date FlownFebruary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"I think I will rent a car"

(United States)

Trip Verified | Left KC for Philadelphia via STL, on time, sat by the runway for 10 minutes then returned to the gate because of a bad pressure reading. Maintenance took care of the problem and we were on our way. Delay caused us to miss our connection to Philly by 5 minutes. So a great counter agent in STL, got us on a plane to Chicago after a 3 hr wait so we could get on a plane to Philly. So, on to Chicago. Arrived in Chicago and onto the plane after 2 more hrs wait. Onboard plane, waited nearly another hour for a customer running late for a connecting flight. Kinda like my flight from KC was late. After almost an hour, customer never showed. So thankfully, Southwest Airlines decided it was time to get their plane in the air. We arrived 13.5 hours later and 8 hrs late. So you would think nothing could go wrong on the scheduled return of Philly to STL to KC. Supposed to leave at 1.30 pm now leaving at 5pm. And to thank us for flying, they have given us an extra flight. Since we will now miss the flight to KC, Southwest has given us an all expenses paid flight to Chicago to catch a flight to KC. This will put us in KC at 12.20 am. 7 hrs late. I think I will rent a car in STL and drive 4 hours to home. $120 broker but in bed 3 hours sooner and 2 less flights.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteKansas City to Philadelphia and return
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"staff were terrific"

(United States)

Trip Verified | Mexico City to Boston via Houston. Our Mexico City experience wasn't too great! We were NOT informed about a change of flight departure, so arrived in time, but the flight was an hour earlier. When the airline personnel finally came to the desk, they helpful as far as they could be and got us on the next flight. However, in Houston, the staff were terrific! Got us a hotel, a meal ticket and onto a good flight the next morning. They went out of their way to help us and I want to thank them. We had not flown Southwest before, and I'm glad we did this time.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteMexico City to Boston via Houston
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
8/10

"Continue to be impressed"

(United States)

Trip Verified | Continue to be impressed by Southwest. Boarding process is straight forward and smooth. Those who give negative reviews about the boarding process should have reviewed this before booking a flight. It is well known in the industry that Southwest doesn't do assigned seats. If you don't like it, don't complain or don't fly Southwest. Anyway, the cabin staff are great and always in a fun and good mood with the passengers. All Southwest planes are the same regardless of route so carrying on is no hassle. Flights may be a tad more expensive than the others but you do get 2 free checked bags if you wish, plus their service is the best between the big airlines. I will continue to fly Southwest time and time again.
AircraftBoeing 747-Max 8
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteKansas City to Baltimore
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
8/10

"customer service was helpful"

(Japan)

Trip Verified | We were originally scheduled to fly from Denver to San Antonio via Houston Hobby, but our first leg was delayed, which meant we were not able to connect to our second leg on time. Despite flying on Christmas Eve, customer service was excellent in dealing with our issue. We only had to go to one counter and the lady was extremely efficient in helping change our tickets. She was able to squeeze us onto a direct flight to Austin that was leaving within 10 minutes of visiting the service desk. Our baggage ended up on the original flights, but customer service was helpful over the phone in retrieving our baggage. It's one thing for an airline to fly you from point A to point B, but it's a whole other ballgame when airlines need to troubleshoot in times of trouble. In this particular instance, Southwest pulled through and I was impressed.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteDenver to San Antonio via Houston
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes