Southwest Airlines

✅ Trip Verified | First, we stood in line for 1 hour and 15 minutes before we were able to even get to the counter flying Business Select then another 15 plus minutes to get checked in as the customer service rep looked all around instead of paying attention to what he was doing. It took 5 scans of each of our passports, 2 of us were traveling together. People were moving others to the front of the business line for tips. 1 counter working A List passengers that pay more for expedition to begin with, and we were solicited to tip more to get us to the front of the line. No way! Then we were given a free drink coupon for our flight. Beer, wine or liquor was valid for the day of travel only and only for Southwest Airline, this was rejected by attendant with "We haven't had alcoholic beverages for over two years now, then he chuckled". A non alcoholic beverage offering at that time would have been nice, but no offer. We had already had coffee and soda, so maybe one drink allowed. This is the worst experience ever flying. Why should I pay for business class if it does not benefit me. We boarded behind wheelchair passengers and their extended families who miraculously were able to travel walking when landed due to no wheelchairs available yet at the gate. Three of 9 remained seated waiting for assistance. I have no problem waiting for those three, at all. This makes me question if I will ever fly Southwest again, but I will never pay for Business Class again with them, regular boarding took well over 2 hours to check in for the flight. There were at least 5 counters to serve other class boarding. The security process took way less time as they screened everyone's bags and persons. This is an economy type airline, thankfully it was the non-stop destination option. Beware, if you fly with them, keep your money in your pocket and don't bother with A list, business or first class, you just threw away your money.

✅ Trip Verified | Southwest’s customer service is terrible. I paid for early bird check in, when I got to the airport my boarding number was C 47. I upgraded so I wouldn’t be the last one on the plane with the worst seat. So now this has cost $60 and Southwest refuses to give a reimbursement for their error. In Houston it took 45 minutes at baggage claim for the luggage. Overall I will not fly with them if this is how they do business. I am grateful my flight was canceled.

Not Verified | My comment is on the lack of enforcement of masks. Yes we say it's mandatory but they are not enforcing it properly. As soon as stewardesses walk away people pull mask down all the way or under nose. If your not going to wear a mask properly the entire time don't fly! Stewardesses should be more firm and walking around enforcing mask more. I flew from Texas to Ohio, girl took her mask down during snacks and didn't put it up the rest of the trip. My return flight the man beside me didn't even wear a mask into the airport and didn't wear it the entire trip even after being told multiple times by one step "thank God" to put it up and leave it up. This man after the second time should have been fined and or arrested upon departure. But no.. nobody says anything and how many people end up sick?

✅ Trip Verified | Kansas City to Denver. Horrible experience. Had a direct flight that was held an extra 30 minutes for 5 people to board from connecting flights - after everyone was already boarded. Once we reached Denver, there were no gates available so we waited in a long line of planes for over an hour. I don't understand how this could happen at Denver. It is huge. Never flying Southwest again.

✅ Trip Verified | This was the absolute worst experience of my entire life. I will never fly with southwest again. First of all, the flight attendant showed up super late causing the flight to be delayed. Once we were all boarded and sitting in the seats, the power went out on the plane. We waited and waited and finally it got fixed. Then we pulled onto the runway, and for some reason they pulled us all the way back up to the gate again! Nobody told us what was going on. So we sat at the gate for MORE than 30 minutes and we still don’t know why and then finally we went back to the runway and we took off. Then we landed here at CVG at 12:20am (many hours later than planned) and I'm still sitting here in this plane at 1:02am and they haven't let us off yet - why am I still sitting here in this plane 42 minutes after landing? Why did we not land until after midnight when I have work early in the morning? Because of stupidity. I am floored and very angry. They’ve lost a customer.

Not Verified | Flight was delayed 2.5 hours when there were planes on the ground not being used. Finally boarded and still delayed because waiting for 3 people that were running late. Landed very late then sat on the ground for another hour waiting for a plane to move from the gate. There were 5 open gates but they wouldn’t let us park there. Instead, we sat on the ground inhaling fumes. No notification from the crew on board as to why. This was mismanagement and someone high up made a small mistake which cascaded to a larger one.

✅ Trip Verified | This isn’t the first time Southwest has screwed up my luggage. Last time I flew southwest they lost my luggage, and then gave me the wrong luggage. This time they completely damaged my Delsey large luggage, it wasn’t a cheap purchase for me by any means. I understand normal wear and tear on luggage, but this went so far past wear and tear. Customer service does not help and will tell you to simply accept that they damage your property. The only thing that’s nice about Southwest is that their rates are budget but you make up the difference in having to buy new luggage. Fly American Airlines.

✅ Trip Verified | I left a package on my flight from Boston to Midway. It was an early Christmas gift with instructions not to open until Christmas. I accidentally left it in the above luggage compartment when I deplaned. I only remembered that I left it there when I boarded my flight from Midway to Houston Hobby. I completed a missing items report and spoke with a few flight attendants. They all directed me to fill out the mission items report. Before leaving the airport I stopped at the luggage office and the woman gave me the number to the lost and found offices in Midway and Pittsburgh (where the plane that I left the package on was going to next). I called both offices a few times and the next day a woman in Midway answered and said they had the package. I was so relieved. She offered to mail it to me and needed my FedEx number. I was having trouble with my FedEx account so I needed to hang up with her and then call her back. She was so wonderful and helpful. I can't remember if her name was Courtney or Michelle or something else. Any way, I was extremely grateful for your kindness and her help! Thank you, SW! and thank you in particular to them women in Hobby and Midway who were so helpful!

Not Verified | I had two flights with this airline - and both of them were direct. I purchased those flights because I have a tight timetable. One of them was at 6:55 in the morning after getting in late at night on another airline. The first flight was cancelled weeks before with NO reasonable rebook options, so I had to fly from MCI to Chicago before heading out west. This one was cancelled immediately beforehand, and then the woman at the counter told us to run, not telling us the gate was at the other end of the airport and not calling them to tell them to wait. After running, losing some of our stuff, I was treated to missing the plane anyway and then being changed to an even later flight on no sleep. Vouchers do not make this right. I won’t be flying Southwest again.

Not Verified | I had a travel voucher from a purchase in Feb 2021. I used them throughout this past year but had some travel voucher $ leftover. I then used that to roll into a new flight that was scheduled to take place in Dec 2021. I had to cancel that trip because I got covid the day before. When I went to use the travel voucher for a trip this Feb 2022, I saw that the two different travel voucher credits expiration dates were rolled up into the original Feb 2021 purchase instead of being separated out from dates or purchases. Very dissatisfied with this treatment. I called southwest to get it straightened out and waited on the phone for over 45 minutes only to hang up because I had to get to my appointment. Had I known I would have to go through all of this with the travel voucher expiration date problem from Southwest and waiting on the phone for help I would have gone with a different airline and airline credit card.