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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1/10

"apparently do not value loyalty"

(United States)

Trip Verified | My husband and I both have travel funds with the same confirmation number, but my funds are expiring this month and his in December. I contacted them to have them change my expiration date and they refused. It makes no sense. I have been an a-list customer for over 5 years, but they apparently do not value loyalty.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteHouston to Denver
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"Can't beat it. Good job Southwest"

(United States)

Trip Verified | RNO-LAX r/t. As always, at least for us, Southwest is the best carrier out of Reno. Flight out was delayed by 30 minutes but we were kept well informed. In fact it turned in to only a 20 minute delay and an on time arrival in LA. Check-in, boarding and flight all went smooth. Served a drink and snack. Protocols for Covid were in place for the one hour flight which is no problem. Shocking airport traffic in the terminal at LAX for a Thursday evening but that has nothing to do with the airline. Flight out of LAX was remarkably smooth. Departure at 10.35 am and literally lifted off in air at 10.36. Arrived 15 minutes early in Reno. Used my points so flight was free except for $5 in taxes. Can't beat it. Good job Southwest.
AircraftBoeing 737 Max8
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteReno to Los Angeles
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"you pay for it with their customer service"

(United States)

Trip Verified | Great price for airfares, but you pay for it with their customer service. They are lazy, do not take time to help their customers, and are selfish with their time. I was recently in Dallas airport and called the desk because their agent had made a mistake with my ticket. I accidentally left my AirPods at the desk. I boarded my plane and noticed they were missing. I quickly checked the location and called the desk. I explained I was already on the plane, so that I couldn’t get off. We had about 75 people still boarding, and the door was still open. The agent at the desk, said if I have time, I will walk them to your gate. (This was at gate 4/6, and I’m at gate 10, not far at all) of course, she did not have time, and now I’m being told I have to pay for FedEx to have them shipped back, and that’s if they are found. It’s so sad that they encourage laziness and the lack of customer service.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas Love Field to Orlando, FL
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"don’t care, as long as they get that $$$"

(United States)

Not Verified | Within my four flights (to and from NM) there has been a total of 8 hours worth of delays/waiting. Our first flight we were going to NM from Maine, and, due to a technical error, my name was misspelled and it took staff a very long time both times to fix the name on the boarding pass (but I don’t blame the staff, I blame the system that Southwest uses). We were already there two hours early so we had time to do the things we needed to do before boarding, but Southwest Airlines will be giving you so much time that you won’t know what to do with yourself. We were told that the very first delay was due to the plane being “too heavy” because of passengers, baggage, and fuel. After they sorted that out, we were finally on our way. After we landed for our connecting flight in Baltimore, we waited an hour on the pavement to get to a terminal because all of them were full. Once we finally got to a terminal in Baltimore we had to haul butt to the other side of the Airport because our connecting flight was going to be missed (no thanks to Southwest). This being my first time flying, I decided not to let it bother me too much. However now that we are flying back, and dealing with the same extensive delays and terrible customer reimbursement of funds and services, I decided it might be time to give a cent. I’d like to note that all the staff have been so helpful and wonderful this whole time, the flight attendants and pilots have been extremely kind and apologetic for this airlines absurd behavior and policies. Right now, it’s 9:56pm in Baltimore and our flight was supposed to leave at 9:05pm. We were already delayed 30 minutes, and as soon as passengers started lining up to get on the delayed plane, someone on the intercom stated that suddenly the plane is unsafe to travel in, and therefore have cancelled that flight. They ended up keeping us in the dark for a while until we were told to move to Terminal B7 instead of B9. We’re awaiting the plane to leave that’s currently there so that a new plane can pull up. However I’m expecting at least an hour more of waiting because they will need to fuel, pack, and board the plane. Overall, I’ll give a 5 star rating to your very helpful, kind, and patient staff. I’ll give a 0 star rating to everything else. We were in the dark the whole time, and it was made very clear to us that if the airline messed up, it was on us. Southwest even over-boards the planes for profit with no guarantee of a seat. So if it’s overpacked and there isn’t a seat for you, someone is expected to voluntarily give up their seat. And if they don’t, I think they’ll try to find another plane for you but I’m not 100% sure - either way, what we’re they thinking? You don’t board a plane without plans? They don’t care, as long as they get that $$$.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBaltimore to Portland
Date FlownFebruary 2022
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

"Terrible for business planning"

(United States)

Trip Verified | Consistently late at every portion. First leg shifted my departure 2 hours earlier and almost missed my flight out. On the way back because of overfilling fuel and change of planes they Added a day to my trip, put me up in a motel with literally ceiling falling down. Then next flight first in the morning is 1.5 hour late. Over the last two years this has become the standard for southwest. What used to be one of the best airlines has been downgraded to frontier and spirit level. I do not recommend flying southwest if you are sensitive to time or events. Terrible for business planning. If you want free bags… sure they’re included.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDenver to Spokane
Date FlownFebruary 2022
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

"made my trip so much easier for me"

(United States)

Not Verified | I just want to say thank you for the wonderful treatment for people with disabilities. You made my trip so much easier for me. Thank you so much!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAmarillo to Austin
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"had to sit in the middle of 2 strangers"

(United States)

Trip Verified | I flew Southwest airlines Phoenix to Seattle return. I was not impressed how their seating is now. I liked it better when it was assigned seating. My flight going to Seattle was fine. I traveled with my husband and i sat by him no problem. Coming back was a different story the plane was so full i wasn't able to sit with my husband. Now if if i wanted to go on a trip alone i would have. I did not like I had to sit in the middle of 2 strangers. Definitely wasn't pleased at all with southwest.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhoenix to Seattle
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never had a issue with SW till today"

(United States)

Trip Verified | I booked this flight around November for them to tell me that it’s cancelled and to then book me for a flight the next day? How are we over weight the day of the flight ? That’s something you should be keeping an eye on since you made the flight available, I’ve never had a issue with SW till today, I even opened a credit card with them a few months back, I’m about to close off because this is nonsense ! I paid for a non stop flight now I have to change planes (which I’m horrible at. I paid for A group and now I’m in a C group, way to ruin my day.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLa Guardian to Denver via Baltimore
Date FlownFebruary 2022
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

"stay clear of this airline"

(United States)

Not Verified | So they keep canceling all my non-stop flights and booking me on flights that get in at midnight etc and lose my luggage also. Cancelled my family's flights for Easter vacation to Disney World and never even re-booked us or even bothered to contact us and tell us. We found out by going online, where are our flights? Maybe we should call. The agent we spoke to said whoops, this is weird! Now we had to take whatever flight was left and arrive in Orlando at 11.45pm! Missed an entire day and paid full price. Do yourself a favor and stay clear of this airline! They simply cancel everything and rearrange your schedule and guess what you have no say!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBuffalo to Orlando
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"What a horrible airline"

(United States)

Not Verified | What a horrible airline. We probably had a once in a lifetime concert to go to in Phoenix that we booked 3 months ago. We did have snowfall today on Thursday that ended at 7pm. They canceled their entire flight schedule for the next day Friday to Phoenix. In fact all outgoing flights are canceled and we only had 4 inches of snow. My wife talked to the airlines multiple times and every time she was hung up on, she was polite and she didn't use profanity like I would have. I was on hold for 75 minutes and hung up. When I try to contact him again I was told I would be on hold for over 2 hours. We lost over 2,300 in hotel bills concert tickets and the flight. I will be surprised if I get reimbursed for the flight.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to Phoenix via Houston
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no