Southwest Airlines

Not Verified | They were very courteous, helpful and inviting. I had no issues. Everyone and everything from booking and boarding to baggage claim went smooth and I will Definitely continue to use them. 5 out of 5 stars!

✅ Trip Verified | My half brother who is intellectually challenged asked for help in obtaining his boarding pass this morning at the Orlando (MCO) terminal for Southwest Airlines. He was there at 5:00 am for a 6:45 am flight. He forgot his mask. A Customer Assistant lady told him that he had to get out of line and possibly was going to be thrown out of the airport because he did not have a mask. This is after he politely told them that he forgot his mask and if they could get him a mask. He had to go and purchase a mask. Luckily there was a kind soul in line that provided him with a mask to wear. Needless to say he was petrified that he would miss his flight. Like I instructed him to ask for help with the kiosk to obtain his boarding pass. I have never had any problems in the many years I've flown Southwest Airlines or other airlines in my Air Force career spanning decades. The staff member told him that he had to get his own boarding pass, he had to do manage the kiosk by himself. Anyone that ever meets my half brother automatically is aware that he is intellectually challenged. First of all it is heartless to have this attitude toward intellectually challenged human beings. Secondly what happened at the basic premise of customer service for Southwest Airlines? Did I say heartless! What kind of training is this airline providing to their so called customer service representatives that are in the forefront of this airline? I called Southwest to file a formal complaint. It tells me where Southwest Airlines customer service initiatives are.

✅ Trip Verified | I left Cancun, Mexico, with a 45 minute lay over at Houston, before heading to my final destination (Phoenix). I got to Houston at 10am. My flight to Phoenix kept getting cancelled from 11:30 am till 6pm. Then Southwest Airlines load us on a flight to San Jose with promises that phoenix will be our last destination that day. The minutes we touched San Jose, we were told our flight to Phoenix was canceled. To top things off. My checked in bag got lost. Had no change of clothes. Southwest decided to put us in a hotel for a night. But did not pay for our meals. They issued new tickets showing from San Jose we would head to Phoenix the next day. Well, without any notice. At boarding time the next day, We were told the flight was going to another destination first. And we did. A trip that should have taken 4 hours took 28 hours. My bag with all my supplies got lost. Other customers bags were wet to the touch in San Jose. Southwest airlines did not see any need to explain why our flight was cancelled so many times. I'm done with this airline. Good luck to those who want to trust Southwest. I will pay and try my luck with better airlines.

Not Verified | We want to recognize a Southwest Airline Supervisor who helped us in the Orlando Airport on Dec. 1st. My husband had a low blood sugar episode while standing in line to board the plane. I notified the ticket agent who immediately called for a wheelchair. Ildi gave him some orange juice and sat with him while I spoke with another agent who called the paramedics. Ildi was very calm and supportive throughout the episode. She stayed with us the entire time, even after the paramedics checked his vitals. She was extremely professional. I just wanted to let the company know how much we appreciated her kindness and encouragement. She is an excellent representative for your company.

Not Verified | Southwest is known as a cheap airline, and it deserves this reputation. After waiting in line 25 minutes to add a Frequent Flyer number to my ticket, I was disconnected. It does not even allow you to leave a call back number. I do not ever plan to use them again.

✅ Trip Verified | Not the Southwest they were when they started. They used to talk the talk and walk the walk when it came to customer service, that no longer exists. Customer service is mediocre and incompetent. Processes that could be quick and streamlined easily take a lot of time. Not once were we verified for covid tests, mask wearing inside the aircraft is optional despite it being implemented by law. When you arrive at the Baltimore Airport you need to walk to the other end of the airport with your bags to do the bag transfer and wait in line for people coming into the airport. I can't imagine what that must be like for someone with some form of impediment like the lady I saw dragging her bag walking with a cane. Staff aren't as polite as they used to be either. We are definitely not flying with them again and changing our Chase card from SW to another airline.

✅ Trip Verified | Literally the worst airline with the worst customer service. Booked a flight for April 2020 but it was the peak of COVID pandemic and all travel had to be canceled. I was not given an option of refund, instead the money was put into my Southwest account for use within 1 year. I work in healthcare and it became nearly impossible to travel anywhere for the year. I tried to make a travel plan by December 2020 just to use the existing funds in my Southwest account but had to cancel last moment again due to increasing COVID cases around December 2020. Again the amount was put back into my Southwest account until it expired and now they’re are offering me a small voucher after all my flight money has been taken. I am so disgusted by the way they handled the refunds during the pandemic. I vow to never board Southwest ever again!

✅ Trip Verified | We arrived at 7:52 for an 8:00 flight and got rejected at the gate. Apparently, Southwest has a very strict policy of cutting off boarding 10 minutes before takeoff. We were 2 minutes past their cutoff but they had no mercy during the holiday season. I other airline I have flown will cut you off; if you make it before take off you are good. On top of that, the gate attendant was unkind and cold. I will never fly southwest again and I don’t recommend them to anyone. Silly policies and poor customer service.

Not Verified | The stewards were so rude. We selected to sit by the door for leg room. They asked to respond verbally and my husband responded Si. She yelled at him saying in English! Really! Glared at us whole time. Seats were separated and when we asked is there a way we can sit together we were told to appreciate what we had. On the way back everyone seems grouchy or in a bad mood. Maybe they are over worked because so many lost jobs over vaccine mandates. But for whatever the reason I will never fly with Southwest again. Did not appreciate the treatment on a six hour flight going both ways.

✅ Trip Verified | Spoke with a reservation agent regarding booking a military flight for four round trip tickets on Dec 12 for Dec 24.-Jan 3.. Was told that paris would not need a seat so we proceeded to talk about purchasing three seats and were asked for our card details so it can be placed on file. After giving our details the gentleman made the purchase without any consent of the purchase being made at that moment or anything. My husband had to look at our account to see that money had been taken after asking the gentleman why would he not notify us he then proceeds to say that he never really took our son into account(put him in the system) and now he need to make a separate purchase because he infants does need a seat and that any 2 and up has to pay for a seat, although in a previous conversation he had said 2 and under. Not once did he apologize for charging our card without approval nor for neglecting to tell us our child did need a seat at the time of purchase when being told originally that he didn’t. We are in the holiday season when tickets can be pricey and I feel that we should’ve been given a option as to which airline would accommodate us better instead our money was taken and now we have to week 7-10 business days to get the money back and by then all the airline seats will be sold out or higher due to this inconvenience. I asked to speak with a supervisor and was switched to a department without briefing them of my case and without any notations being place on my account. And the Supervisor didn’t help either it was either get a refund or pay full price for my sons ticket(a seat that he will not sit in) no discount, no taxes dropped for making me have to do two purchases when being asked if 4 tickets needed to be purchased and/or no comped seat for the child. Completely unprofessional experience and I never intend to fly with this company again. There’s no respect for the customers and they don’t believe in satisfying the customers even when the customers are looking for a resolve.