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

"They don't want to help you"

(United States)

Not Verified | After reading recent negative reviews about Southwest, it seems that our experience is one of many. You wouldn't believe the way this flight crew was behaving. Totally unprofessional. They don't talk to you, they talk at you. If you have a question, get ready for a snarky, clipped answer. They don't want to help you. They just seek out reasons to scold you. I realize that good help is hard to find, but Southwest should look harder. I try to give people the benefit of the doubt. Maybe they're overworked. Maybe they had a bad flight experience earlier that day. But taking out your frustration on the passengers is no way to behave. It's really not difficult to be nice.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePittsburgh to Ft. Lauderdale
Date FlownMarch 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

"These workers were rude and were not pleasant to my kids and I"

(United States)

Trip Verified | The flight with them went very well going to Florida, but the staff we had going back to Las Vegas were horrible. When we boarded our flight, I asked 2 flight attendants if I had time to go and change my 11 month old daughters diaper before take off, one flight attendant said that I would have time to as we had about 5 minutes before take off and the other was not so happy about the idea and had an attitude. My son is autistic and wearing a mask for him is uncomfortable and he cries hysterically if it’s on, the flight attendant that was not happy about me going to change my daughters diaper proceeded to tell me that my son needed to wear a mask, I explained to her his situation and she gave me a dirty look and went to the front of the plane to tell her co-worker. I walked to the front of the plane as well to go and change my daughters diaper but that flight attendant and the other worker she was talking to were in the way, she turned around and saw me and said “she’s right there” the guy looked at me and told me I had to go back to my seat and change my daughters diaper when we were in the air. I went back to my seat and my son was crying hysterically and screaming at the top of his lungs because of the mask I had put on him. We take off and we’re in the air and I see about 3-4 people get up to use the bathroom. As soon as I get up with my daughter thinking it was a good time to change her, the flight attendant talks on the intercom and tells everyone to stay sitting until the seat belt lights are off, I was so angry at this point because they never said anything up until I stood up to finally go and change her diaper. These workers were rude and were not pleasant to my kids and I. They were very disrespectful in the looks they were giving my kids and I and we’re very passive aggressive towards my family and I. Worst experience I have ever had. Luckily, the passengers around us had no complaints about my family and I and weren’t giving us dirty looks. They were understanding and trying to make us not feel so bad.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Las Vegas
Date FlownMarch 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

"no regard to Covid rules"

(United States)

Not Verified | The worst experience. Please tell me how it makes any sense to have flights completely full during the covid pandemic. Packing in people, separate from their families, with no regard to Covid rules. Never again Southwest.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteHartford to Baltimore
Date FlownFebruary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"No regard to social distancing"

(United States)

Not Verified | Horrible, packed in like sardines! No regard to social distancing. Very disappointing. Separated from family and no regard to COVID. I will think twice before flying Southwest again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Dallas
Date FlownFebruary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Complete unprofessionalism"

(United States)

Trip Verified | This airline fails to meet domestic standards when it comes to safely handling passengers' suitcases during transportation. They will offer an unlimited number of suitcases for you to check in, charge you exorbitant amounts of money for it, but then damage your suitcases and belongings and loose part of it. They would apologize at your arrival and offer you very bad quality "emergency bags" to contain the rest of your belongings so you can take it home, and some 2 cents voucher and keep your damaged property promising you that the airline will cover its cost if you go on some specific online platform that is difficult tp access with codes and other information and send them your ticket information, pictures and tags - but once you follow all of their nonsense various requests and even provide them with photos and receipts, they will call you a liar, deny responsibility and basically just tell you: "go ahead, sue me". Complete unprofessionalism and abuse of power and totally unethical ways of treating passengers. They damaged and lost part of my belongings and it has been a month that they have been playing games and sending nonsense conflicting letters where they are basically insulting the passenger and demanding completely unrelated things. They are offering free 2 first suitcases for a reason!!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOmaha to Santa Ana via Phoenix
Date FlownJanuary 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

"This is the biggest waste of my time"

(United States)

Trip Verified | Was planning on flying from Denver to Austin Texas. Flight to Austin was canceled so I ended up going to Salt Lake City instead. Southwest Airlines sent my luggage to Las Vegas, Phoenix, and Dallas. Am now stuck in Salt Lake City without luggage. Have spoken with 8 different customer services reps in Vegas Phoenix and Salt Lake. This is the biggest waste of my time, do yourself a favor and fly with someone who gives a damn and takes pride in their work.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDenver to Salt Lake City
Date FlownFebruary 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

"turned away at the gate due to my oversized bag"

(United States)

Trip Verified | I was turned away at the gate due to my oversized bag. A bag I’ve flown with on many other airlines. They refused to consider how much they were inconveniencing me. I had to rebook through another airline the next day at top dollar and I was given a travel voucher instead of a refund. A travel voucher that will do me no good because I don’t fly without that bag.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteChicago Midway to Fort Lauderdale
Date FlownFebruary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"they did not enforce the mask policy"

(United States)

Not Verified | Worst trip ever! I paid extra for business, it's first come first serve. They won't give me credit for false advertisement. I paid $80 extra for accommodations that didn't exist. They gave me a voucher for a free alcoholic beverage that they don't serve (no alcoholic on board) and they did not enforce the mask policy. The woman to my left and right were unmasked the entire flight. Have pictures to prove it. It's the greyhound of airlines. Horrible!
Type Of TravellerBusiness
Seat TypeBusiness Class
Date FlownFebruary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"review is to sing the praises"

(United States)

Not Verified | This review is to sing the praises of your customer service representative, Shundalynn. I called Wednesday morning around 11:00 to schedule a trip and inquire about the flight I had to cancel 3/31/20 due to Covid complications. From the beginning of our call, Shundalynn was very pleasant. I was concerned about using the money from my cancelled flight to book the new one. Shundalynn went through the process with me. I was delighted because things are sometimes confusing for me at my age, 77! she was so kind and helpful! Southwest is lucky to have Shundalynn as a representative! I have flown Southwest many times. I have never been disappointed with a flight or the great customer service! Keep up the good work!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteColumbis to Oakland
Date FlownAugust 2020
Value For Money 12345
yes
1/10

"The service has really gone downhill"

(United States)

Not Verified | Our flight was to board at 7:10 a.m. and the counter to check in bags did not open until 6:00 a.m. There was a line of people to check in. We had to rush through security and barely had time to go to the restroom and grab a water for the plane. Horrible way to start our day. We will not fly with Southwest again. The service has really gone downhill!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBirmingham to Dallas
Date FlownJanuary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no