Southwest Airlines

✅ Trip Verified | At the point of boarding the plane, I was verbally accosted by the gate agent who rudely embarrassed me by loudly stating I had too many carry on items to board the plane and that I needed to "go over there and check something." I politely tried to tell the woman that I had a bag with food for the flight and a fleece jacket in it. Didn't matter. I was accused of having a fanny pack when I was wearing a waist belt in lieu of carrying a purse. I had a mini backpack with chargers that per Southwest, are not supposed to be checked in baggage and a small suitcase. I was not given an opportunity to combine anything. I do not consider a waist belt, which I was wearing and is similar to a money belt or passport belt, to be a carry on item. It takes up no more space on my body than a belt on my pants. I never remove the waist belt and it does not impede sitting in a single seat or fastening my seatbelt. I do not consider food that I was going to eat in flight, especially as I was taking an antibiotic at that time for a GI condition, to be a carry on item. There were many, many other passengers who were carrying food on the plane in addition to other carry on items. I have never heard of a coat/jacket being considered as a carry on item. When I left Phoenix it was almost 90 degrees. When I arrived in Detroit 4 hours later, the temperature was about 45. To say a jacket/coat was necessary is an understatement. The gate agent was incredibly and unnecessarily rude. I was embarrassed unnecessarily in front of other passengers waiting to board. I have GI issues and cannot eat anything that might have been served in flight. Taking my own food on a 4 hour flight did not seem unreasonable. The mini backpack I had is about the size of an ordinary shoe box. Had I been given the chance, I would have combined items (except the waist belt) but I was denied that opportunity. I submitted a complaint to Southwest post-flight and received an email that in essence, blamed me for having so many carry on items, quoted a number of Southwest policies on baggage as if I do not know how to read and more importantly, failed to provide what I consider to be a sincere apology or any language about the gate agent receiving any kind of coaching, reprimand or training to correct her inappropriate behavior. In other words, it was all my fault. I am not ok with that. I have flown Southwest many times in the past and never had this kind of experience. I hope to never fly Southwest again. Public humiliation is uncalled for, period. Not being given a chance to "fix" my "mistake" and being ordered around rudely and loudly like a bad child is uncalled for. And to make matters worse, after we boarded the plane, we then sat in line with 24 planes ahead of us and took off 30 minutes late. Wow.

Not Verified | Second time flying since the pandemic. The first time was with Delta which was so impressive and their concern for customer safety was evident. Not so much with Southwest. Proper mask wearing was not enforced, no disinfecting wipes were provided, all attendants did not wear gloves and distancing was not observed at all when leaving the plane.

Not Verified | I have always flown SW and had pretty good luck with them until recently. I had a credit that was about to expire, I went to book a flight online and my credit would not go through and I was told to call. After calling they had to "look into something", I didn't get a call back for over 2 weeks, and I was calling them everyday! By then my credit was expired and they said they only thing they could do was give me the credit back minus $100! I talked to about 10 different people, all with awful customer service! This is not ok, especially during such hard times. I will never be flying with this awful company again.

✅ Trip Verified | Had to cancel my flight in October 30, 2019 and was given credit in my "travel funds". This credit was good for 12 months and had to be used for flights made by October 30, 2020. Because of the COVID-19 pandemic and because I and my spouse belong to the higher risk group (older than 65) and are having some other health related issues at this time, we cannot take a chance to fly until it's save for us. Unfortunately, Southwest has not modified its 12-month expiration policy due to COVID-19 as I would reasonably expect. I called their Rapid Rewards and Customer Relationship asking to give us extension, but "Sorry, it's our policy" was the only answer I got, so we have lost our credit.

Not Verified | My Dad bought my ticket for October 20th, 2020. My Mom had to go into the hospital on October 13th. I called to move up my departure date. A reservations representative, was able to get my ticket for Thursday, October 15th. He then called me back saying that he could send me even a day earlier, Wednesday, October 14th. He made sure emails were received and confirmed. He was very professional, showed human empathy and interest in my Moms emergency situation. My elderly parents are so grateful and appreciative of his kindness.

Not Verified | I wanted to acknowledge an experience from a excellent customer service representative at Southwest Airlines. On October 24, I spoke with 3 customer service representatives at approximately 8.30pm until 9.10pm and at that time spoke to three representatives who were asked to assist me in rebooking using our Southwest credit from the beginning of the pandemic. All three representatives told me that I had different amounts of credit remaining. I had $963.96. The first rep assisted us in booking our flight but them told us we would have to pay $130.00 more. We eventually got hung up on before we could resolve the issue. The next rep told us we had $466. Again, we somehow were disconnected from that call as well. We spoke to the last rep of the evening and he again said that we had $466.00 I asked if there was a part of our trip that was already booked that we did not received email confirmation. He said no. After going round and round with him, we again got disconnected. Now, Oct 24,2020. I spoke with another rep. She researched our situation which no other agent could do and realized that was in fact correct and had 963.96 credit. She was patient, apologized for the other agents and my experience and took care of the situation with 10 minutes. We also found out that the first agent sent my confirmation to the wrong email even though it has been on our records. She had set it up as two transactions and told me that since it was already booked, there would be two confirmation emails coming. I wanted to let Southwest Airlines know that this rep talked me down. She listened to me ramble about the three other reps.

Not Verified | I have been sitting next to my gate for the past hour and have had the experience of witnessing a flight attendant with a black “Supreme” mask on be extremely helpful to absolutely everyone that has come up to her. It has been so fun to see everyone that is helped walk away her with a smile (under their mask of course) on their face due to her friendliness and willingness to support the Southwest customers here. She has excellent customer service and my experience of her work ethic alone is enough to make me want to fly Southwest again!

Not Verified | I booked my flight in October of 2020 to go and visit my 74 year old mother in Las Vegas. At the time, they stated nobody would be sitting in the middle seats, and now they send me an email stating that they are going to sell the middle seats. The alternative they are giving is to get your money back, really? I guess I don't want to see my mom over the holidays. I have never done anything but boasted on how good an airline Southwest is, but this is ridiculous! They do not care about the safety of their passengers or their employees! Horrible service!

✅ Trip Verified | Southwest says they are are customer focused. But I told them I needed to change my ticket to an earlier flight because of an emergency and they politely told me I need to purchase a new tickets that cost twice as much. They don’t have the review feature turned on so I can’t leave a review. We are in a pandemic. These airlines want to be bailed out by the federal government (our money) but they don’t have a heart for the people.

Not Verified | We made reservation to fly with Southwest to Tennessee last year for a wedding. We were not able to go. I called to get a refund but they said they could not give us a refund but instead gave us credit that would expire within a year. I called them to extended the credit. We are first responders and could not take vacation during this pandemic. As a first responder it is not that easy to take a vacation then quarantine for 14 days. This was explained to the person I spoke with. The credit was extended but they deducted 200 dollars just because "its policy " Their was no accommodation given to us. Shame on Southwest for benefitting off of their customers during these rough times.