Southwest Airlines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1815 reviews
4/10
4 star Skytrax Rating
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10/10

"commended for his excellent service"

(Jamaica)

Not Verified | We were gifted with a very professional and kind male purser (unfortunately I didn’t get his name) on Flight # 273, date travelled December 23rd, 2023; we have never seen such superb service on Southwest Airlines before. The kind and exemplary behavior towards the elderly was superb; we observed how patient and attentive he was to them as well as the other passengers; he even walked thru after serving us, to ask us if we were “OK” and needed any thing else. This was a true example of what great customer service should be and he should commended for his excellent service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKingston to Orlando
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"efficient no-frills service"

(United States)

Trip Verified |   Round trip to DCA for a wedding. Both outbound and inbound flights were on 737-700. Outbound flight to DCA was uneventful. Smooth flight all the way to DCA. ICE worked flawlessly. There was plenty of legroom in Row 1. The only negative was the bathroom could have been cleaner. Inbound flight to DAL was delayed by about 25 minutes. The window seat in Row 1 is very uncomfortable. ICE worked fine on this leg too. Bathrooms were cleaner. On both outbound/inbound flights. On both flights, flight crew provided friendly, efficient no-frills service.
AircraftBoeing 737-700
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Washington
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"No early bird needed"

(United States)

Not Verified |   I purchased airfare for my family traveling with small children. I purchased early bird seating so that they would be able to sit together. I have since found out that there are boarding procedures which allow families to sit together. No early bird needed. It doesn't say this anywhere on the website. I asked that the early bird purchase be refunded. Nope, sorry, we don't do that. I am an a-list member and usually fly Southwest. Not anymore. I'm going for Delta.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAtlanta to Denver
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"never fly Southwest again after today"

(United States)

Trip Verified | Will never fly Southwest again after today. Awful! The people are rude. My dog was in her carrier the whole flight, when I got off the plane someone was waiting to talk to me. They accused me of having the dog out of the kennel the entire flight. I had a blanket on my lap and apparently thought it was the dog. Not one of the flight attendants came up to me and said anything about the dog during the flight. Accusing me and threatening me that they are going to have to file a report and I will not be able to fly a dog again. Sounds good to me because I will never choose Southwest for my travels need again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhoenix to Houston
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"staff is very disorganized in Atlanta"

(United States)

Trip Verified | My wife and my 3 children traveled from Atlanta to Fort Lauderdale. The staff is very disorganized in Atlanta. I almost missed my flight because of them. We were going from Atlanta-Fort. Lauderdale-La Havana. Cuba. Nov 13. From Fort Lauderdale-La Havana. Cuba the attention was excellent including the aircraft staff
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAtlanta to Havana via Ft Lauderdale
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"Southwest sucks now"

(United States)

Not Verified | Never again! Don't fly Southwest out of Charlotte. No kiosks, you stand in line for an hour to get a boarding pass. 2 agents checking people in, which is absurd. I paid extra to board in A group, only to get on the plane to find people savings seats for others that didn't pay. No enforcement of that not being allowed. Southwest sucks now.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCharlotte to Baltimore
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"was forced to sit apart"

(United States)

Trip Verified | Wife has panic disorder and was forced to sit apart due to the terrible first come seats Southwest Airlines does. I am flying on military orders and cannot upgrade. Every other airline allows me to use my DOD ID to board, but the staff taking boarding passes denied us and all wives. Worst customer service ever! I will never fly Southwest Airlines again no matter the cost.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHonolulu to San Antonio
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"complaint is the luggage department"

(United States)

Not Verified | We have always flown Southwest and love it, my only complaint is the luggage department. Every time we fly into New Orleans, we always have to wait 15-30 minutes for our luggage to come out. When we flew in yesterday into New Orleans, we waited 25 minutes for our luggage to come out but on a totally different carousel that it listed on the board. Someone is not doing their job, and I will not hesitate to switch airlines on future trips.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTampa to New Orleans
Date FlownNovember 2023
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

"Absolutely horrible experience"

(United States)

Not Verified |   Absolutely horrible experience. After being delayed for 3 hours, the pilots said “sorry folks, we just don’t know why!” They separate families even who book together so my husband and I waited in line only for the gate agent to make me go alll the way to end of line because they grouped us separately…. Then I get on and the seats are unassigned so there is no luggage space in the right areas and my husband got yelled at multiple times for saving a seat - people from the back were coming from the front so a bunch of people had to basically sit in peoples laps for the back people who had no seats left to get by. Absolutely horrible experience and so unorganized.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Tampa
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"used to be the best value in the skies"

(United States)

Trip Verified | Southwest used to be the best value in the skies. Additionally, they had the friendliest employees. Neither of which is true anymore. I made A-Preferred and have 950,000+ miles, so it's not that I haven't given them a fair shot. The attendants who used to be warm and friendly, and make the standard safety messages amusing, have transformed into a surly bunch, who spend most of the flight on their phones I know it's a tough job and the number of crazies have gone way up, but when your plane staff is worse than United (and can't hold a candle to Delta) it says something.
AircraftBoeing 737-700
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAustin to Las Vegas
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no