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

"Worst customer service"

(United States)

Trip Verified | I thought Alaska was the worst but Southwest has taken the cake. Worst customer service, no follow through and does not take responsibility for there mistakes. Left my luggage behind in Phoenix even though I had to pick up and recheck my luggage, than I was told it would be brought to SLC the next day and they would call me. No call, I called twice for a call back and still no call back seems like they only respond to someone driving up to the airport and confronting them face to face. Will never fly with them again delayed flight, no Wifi, and they forgot our drinks, all that I was ok with, but not taking responsibility for there mistake and not following through on a simple call back I will not forgive. This is now my number one worst airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Jose de Cabo to Phoenix via Salt Lake City
Date FlownJuly 2021
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

"Horrible airline and customer service"

(United States)

Not Verified | Horrible airline and customer service. My flight was delayed five hours due to a “plane swap”. I won’t get home until 1:00 am and have to get up for work at 4:00 am. Southwest doesn’t care about the customer. Southwest did absolutely nothing for the inconvenience that they caused. I will never fly Southwest for business or pleasure.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteTampa to Washington
Date FlownJuly 2021
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

"they are completely disorganized"

(United States)

Not Verified | I used to like Southwest Airlines but this trip indicated that they are completely disorganized. We sat for over an hour on the tarmac waiting for a gate on one leg. On another we had to return to the airport to pick up passengers left behind. On another, we sat on the plane for an hour while they sorted luggage. I have spent more time on this trip sitting on the tarmac than flying.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMidway to Albuquerque
Date FlownJuly 2021
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

"Only one person had the decency to even say they were sorry"

(United States)

Not Verified | I was supposed to go to my friend's wedding in South Carolina. My flight was cancelled before I even got to the gate and I get a text telling me that I have a new flight and had to change planes in Nashville, TN. Got to Tennessee and was told that they had no flights going to SC but they could put me on a flight that was going to Chicago, then back to Dallas, then to South Carolina. After sitting on a plane for 9 hours (yes, I could have been in England by then) I was told that the plane would not be continuing on to South Carolina. They told me they had a flight the next day that would go out at 2 pm. I informed them that the wedding would be over before I got there. I then got a ticket to go back home. The flight was supposed to leave at 6.20 pm. After being told one story after another, we were finally on our way to Austin 3 hours later. To this day I still don't know what happened to my suitcase. I spend most of yesterday talking to these people who tried to make it sound like it way my fault that all of this happened. Only one person had the decency to even say they were sorry.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAustin Texas to Charleston South Carolina
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Southwest takes 0 accountability"

(United States)

Trip Verified | By far worst experience flying with Southwest. In the last month I have had 2 flights with Southwest. The 1st one was delayed for 5 hours due to computer problems with Southwest’s nationally. 2nd my flight was cancelled 8 hours before the flight was supposed to take off and after checking in. They simply sent an email saying weather problems was the issue in Denver, however it was sunny during the entire duration of the flight day and other airlines were still flying in and out of Denver. Southwest takes 0 accountability and I suggest finding another provider for air travel.
AircraftBoeing 737-700
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCincinnati to San Jose
Date FlownJuly 2021
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

"Southwest Airlines needs to figure out what they’re doing"

(United States)

Not Verified | Worst experience ever with Southwest Airlines. Taxi out to take off, right before take-off supposedly windshield wiper not working. Think you might want to test those before leaving. 20 mins back to gate, maintenance fixes wipers by hitting it with a dead blow hammer. Great mechanics! That’s the good news. Now the bad news, pilot now says he’s timed out on his flight time, mind you this was a scheduled 2.5 hour flight. Maybe we’ll find you a new pilot, but unsure when that will be. Meanwhile a full plane just sits here. Southwest Airlines needs to figure out what they’re doing.
AircraftBoeing 737-700
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Providence
Date FlownJuly 2021
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

"Worst flight ever along with customer care services"

(United States)

Not Verified | Worst flight ever along with customer care services. I will no longer fly with them. First off don’t board a plane if you aren’t going to take off. Second don’t over book flights. Finally when people tell you that they want a refund or they want another airline just do it: my whole family made it to Atlanta but me. We had tons of plans and I had little time to do it. The most important thing about this trip was to see my Grandpa that is not doing well and guess what Southwest told me? We can book you two days later. I didn’t even get a refund. I will never ever fly with you again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDenver to Atlanta
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"nothing but problems and excuses"

(United States)

Trip Verified | Southwest Airlines used to have it down, pretty much no problems at all. Now nothing but problems and excuses. They now are basically unable to accommodate the influx of people wanting to travel, so they cancel flights, delay flights and use weather, computers down, etc for their excuse. Unacceptable!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Colorado Springs
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"can't keep flights on schedule"

(United States)

Trip Verified | I remembered why I don't use these idiots to fly. They can't keep flights on schedule to save their lives and when you travel with a handicapped person schedules are very important. I will never fly them idiots again.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Harlingen via Houston
Date FlownJune 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"No Customer Service"

(United States)

Trip Verified | No Customer Service. Flight was cancelled via text message 2 hours prior to departure. Could not get a Rep on the phone after holding 2 hours. Im on hold again now hold time 2+ hours and counting. I had to spend extra money that I did not have on hotel, food, and transportation with no verbal assistance at ALL. I was told I could email them with hopes of a response time of weeks! Not Days but weeks. This is just not acceptable. NO one that works for this airlines care about its passengers. After they get your money, that's it. Hope you get to your destination. Take your money elsewhere.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMemphis to Las Vegas
Date FlownJune 2021
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no