Southwest Airlines

Not Verified | Flight was delayed for over 3 hours originally, when we were finally allowed to board, there was another hour wait until they could locate a pilot. It was then we were informed that instead of having one stop, they added a second stop in AZ with no explanation. Customer service has had us on hold for well over 50 minutes now and the employees have been ridiculously unhelpful. We are then told that the WiFi in the plane does not work so there will be no inflight entertainment. I wouldn’t fly this airline again.

✅ Trip Verified | Flight to Orlando was quick with chips and small shared cup of drink. My return flight experience was so so below par. They cancelled my 9:30pm from Orlando to Indy just 1 hr to boarding that I already arrived at airport after changing and changing time and I didn't bother and they rebooked me to 7:35am following morning I woke up with my wife and 1 year old and 4 years old girls at 4:30am just to be prepared after leaving to airport they cancelled my flight again and rescheduled me to 11:45. Instead of direct flight they put us on 7hrs 50 minutes, 1 stop flight and I was supposed to resume work. I went to claim my luggage and my bag is damaged.

✅ Trip Verified | My flight got canceled the night before and Southwest decided not to let anyone know until 30 minutes before the flight. The lady at the desk was so rude and said I had to deal with it because the crew was tired and didn’t want to work. I understand that flights get canceled, but let people know ahead of time. My nearest airport is 45 minutes away and now I’m stuck at the airport for almost 24 hours.

✅ Trip Verified | I’ve never missed a flight in my entire life until today because when I reported to the gate at 11:45 for a 12:35 flight the associate told me the plane wouldn’t be boarding until 1:30 pm because it was running late so I go get a bite to eat and return at 1:15 the flight had already left. I’ve been flying since I was in diapers and never missed a flight. I can’t count how many times I wouldn’t leave the gate if I was there two hours before the flight. I am a very cautious prompt person. I arrived at this airport almost three hours before scheduled departure and that employee should not gave me that long of a time frame and now I won’t arrive in Dallas until 8:35 instead of 4:35. This just shows the competency and assumption of workers, I get to spend eight hours here in Nashville and it caused my evening business plans to be able to happen.

Not Verified | Booked 4 one way flights with SWA. Our first flight from TPA-DEN was smooth. Flight on time, service in flight was great. Next flight from DEN to Phoenix was delayed 4 times then canceled. No other flights to PHX were available that and next day so we were put on flight to SLC. We boarded that flight sat in he plane for one hour then flight was canceled. Anyway we got to SLC next day. Lost almost 2 days of our travel, couldn’t get refund for our hotel. I contacted SWA and we got ton of vouchers for future flights, even voucher for lost hotel funds. Yes this experience was unpleasant but SWA did great with contacting us and make it right. I will fly with them without hesitation. This situation happens and I do not harbor any bad feelings towards the airline.

Not Verified | I expected to fly straight to San Diego from SLC but The plane arrived in Denver. I had to get off the plane and ran as fast as I can to the gate. The gate already opened. I was kind of nervous break down. I bought ticket from SLC to SAN to HNL. Why stopped in Denver?? I dislike Southwest Airlines business. Not very impressive! I will never use Southwest Airlines again!

Not Verified | I am not sure what has happened to Southwest Airlines but they have hit rock bottom! I am A list preferred and have traveled with them for years. The last 4 months have been a nightmare. 4 of my last 6 flights have been over 2 hours late. The other two were not even remotely on time. They keep giving me vouchers but what would I use them for? Those flights would be late as well and the experience would be just as poor. They have a serious issue with having enough crew to make flights. This last flight from Dallas to KC will be my last with them. They are truly the worst.

✅ Trip Verified | Over the past year and half, my husband and I have flown many times on Southwest, and prior to the Covid pandemic, Southwest was always our airline of choice for domestic flights. The pandemic changed things, quite understandably, and we have had patience in what we know has been a difficult situation. However, the past several flights we have completed with Southwest have definitely taken turns for the worst in terms of customer service, with flights being rescheduled without notification to us, re-routing us to flights that are not non-stop (when our originally booked flights were nonstop), returning us to our home town in the middle of the night (when our originally-purchased itinerary arrived late afternoon), losing our luggage, etc. But this is finally the last straw. We will not be flying Southwest again. In June, my mother passed away. The memorial service is scheduled to take place on August 8th. In July, as soon as the memorial service dates were confirmed, we booked our flights back to Portland from Colorado for the memorial service. Twenty-four hours before our flight time, we checked in, as is the usual routine with Southwest. We were assigned seats. Some hours later, we received the usual emails with reminders for timeliness of arrival to the airport for our flight, mask requirements, etc. Now, less than 8 hours prior to our flight departure time, we checked our flight status to give my family final updates for our arrival time only to find that Southwest has canceled our flight. All other flights from Denver to Portland within the next 24 hours are listed by Southwest as "Unavailable." We called the "Contact Us" number for Southwest Airlines to try to figure out what we could do to rectify the situation. After sitting on hold for literally 2 hours (with what became an increasingly annoying message about how sorry Southwest was for the delay and that they would be "right with us, as soon as possible"), we finally gave up and hung up. While sitting on hold, we found and booked a flight on a different airline, at last minute prices with luggage fees, etc. This behavior by Southwest Airlines is profoundly unprofessional and completely unacceptable. It breaches the contract Southwest Airlines entered into with us, as its passengers, of a service they were to provide (transportation from Colorado to Oregon), paid for in advance, with the express understanding that the service would, in fact, be provided. At the very least, timely notice of the inability to provide the service should have been provided, along with an explanation as to why the service was canceled at the last minute with literally no notice to us of the cancellation. No offer of restitution or alternative transportation has been made, and Southwest has refused to provide any sort of customer service (although I'm sure that no one could be paid enough to have to deal with customers treated in such a fashion by their employer). After going on line and reading recent Washington Post (among others) articles, we now see that Southwest has been doing this to its customers for the past several months. They certainly won't be doing it for very much longer, because they will be out of business soon. You cannot treat your customers like this and expect to continue to have any. In a customer-service oriented business such as the passenger airlines are, the death knell for Southwest Airlines is surely tolling.

✅ Trip Verified | I flew 89 times in 2019 and I've been a consistent flier, with advantaged airline miles at 3 airlines. Southwest is easy to book, easy to change, easy to add companions and the two bags thrown in for free really simplify my travel when I bring my e-bike to new cities. It is simple to use, with one glaring exception. I get why they do it, and once you have A-list status with them you can take advantage of it, but the boarding system is embarrassing, complicated, and really cutthroat. Do a bit of research before you do your first flight. Domestically, I will likely only fly other airlines if I absolutely have to.

Not Verified | I will never fly with Southwest Airlines again. There was no assigned seating so me and my husband sat in separate rows. Snacks were terrible! Staff looked and acted as if they did not want to be there. Delayed flight.