Southwest Airlines

Not Verified | Last week, my husband and I flew Southwest to Orlando. Flight was good until the end. The flight attendant had the supervisors call the cops on us. There was 4 cops & 2 supervisors waiting for us in the gate when you walk off the plane. Obviously face masks are required during the flight, unless you were eating or drinking. During the flight, my husband fell asleep and I put my earbuds in and started drawing. He slept with a neck pillow and his face mask would catch on the pillow and slightly fall lower than his nose. The flight attendant woke him up a couple times and asked him to pull it back up. He apologized and went back to sleep. As far me, I went into my purse to grab 2 mints and a protein bar. I pulled my face mask down to put the mint in my mouth. The flight attendant snapped and told me to put my mask back on, I said I was eating. She said, “it’s only a mint and if this is going to be an issue, I’ll call the supervisor!” And stormed off. We land and get off the plane only to be greeted by the cops. The cops questioned us on what happened on the flight. The cop told us that face to face conflict/confrontation was reported from the flight attendant and that’s why they were called. The supervisor looked up our return flight and revoked them. All over sleeping and eating a mint. The flight attendant might have had a bad day but it’s not enough justification to go out of your way to wreck our trip. Her behavior is unacceptable. I understand you want to keep everyone safe. But you’re taking it too far. Not once did we raise our voice, or stand up and cause issues. Revoking our tickets over something this small, is unbelievable. If it’s that big of deal to eat on the flight, then stop serving water and snacks. Southwest, I want to truly thank you from the bottom of my heart for blowing things out of context and wrecking our trip. We cannot thank you enough for your unbelievable customer service.

✅ Trip Verified | While in Jacksonville we were treated terribly by the employee boarding us at the gate. He allowed my oldest son to get split from us, then when I told my son to save us seats this employee snapped back at us that "this ain't a school bus". I responded that we were traveling as a family and again he snapped back with "um yea but you ain't gotta sit with them," to which I replied yes these are my children and I would absolutely prefer too. Absolutely unprofessional and ridiculously rude employee! Not at all comforting to know that they will split mothers from children that they are traveling with and give you attitude before getting on what may be a nervous flight already!

✅ Trip Verified | Southwest is an amazing company that represents compassion for their customers. They issued me a complete refund when I was too sick to make my flight. And while most companies would choose greed over what the right thing to do, Southwest chose to be different. I have never had a bad experience with Southwest and now I will never fly anyone else because of how they chose to represent their company. Thank you Southwest!

✅ Trip Verified | Houston to Denver with Southwest Airlines. Worst airline ever! Flight attendants are not friendly or helpful. Stayed online for 1 hr 27 minutes to speak to someone who was no help at all. Stay away from this airline. It sucks!

✅ Trip Verified | I understand that face coverings are required while in flight unless you're continuing to eat and drink however I think that Southwest needs to reconsider the type of face coverings, they have now banned all masks that have ventilation and they also banned bandanas as a face covering as well. They said that you are able to wear a face shield but you still have to wear the mask under that as well. I think that is wrong and they need to reconsider all the options as for face coverings because if all of the stores have no issue with the face shields neither should they. Overall great staff and great flight.

Not Verified | Rather than give me alternatives to solve my ticketing questions, they just hung up on me. American Airlines took care of me in about 6 minutes. Customer service is a wonderful thing. Southwest was built on customer service, it's a shame they've forgotten that.

Not Verified | Austin TX to Raleigh NC. This has absolutely been above and beyond the worst flight I have ever experienced. The staff are beyond rude. The explanations about delays are nothing but confusing. I will never ever (even if it would be free) use Southwest again. Absolutely garbage to the core. Do not trust. Cannot respect. Will go out of my way and pay more for another service.

✅ Trip Verified | First and last time flying Southwest. Likely the worst airline I have flown to date. From check in to leaving the terminal it was a terrible experience. The kiosks were not working and the customer service woman was incredibly rude and not willing to help. This first come first serve seating is absurd. The flight attendants looked like they couldn’t be bothered and were busy chatting. I got chastised for taking my 4 year old to the bathroom when the seatbelt sign was on - for those who have children - a child they age can’t hold it when they have to go. I know all airlines have to impose a mask rule during COVID - but only allowing certain kinds of masks is outrageous. What is even more infuriating is the way they treat children and the parents when they can’t/won’t wear a mask. One woman was not let on the flight because her 2 year old wouldn’t wear a mask. How can any 2 year old be expected to wear a mask? In my opinion, this is overboard. I fly several times a month and this is the only airline that treats people this poorly. I never thought I would say it, but I would fly Spirit any day over Southwest.

Not Verified | Southwest has now stated that they do not have to notify you of a change in flight status. Booked a flight July 1 for Sept 19. SW changed the flight Aug 3 without notifying anyone. Found out 16 hours before leaving that flight was changed and now I will miss the wedding due to the change. They could put me on Delta and I would make it in time but they are not willing to do so. Why should I have to pay 3 times as much because they did not notify anyone anyone (this was verified by their agent). They refer me to contract of carriage page 43 para 3 stating that they have the right to change flights and will notify as soon as possible. Well they had from Aug 3 to Sept 18 to notify me yet the only way I found out was Sept 18 when I went to pre board. Their response was oh too bad that we did not notify anyone of the change. They should have put me on the Delta flight at their expense. They had 46 days in which they could have notified people of the change. Will never fly Southwest again.

Not Verified | I got a notification e-mail the day before my return flight that my flight was cancelled. I called the airline, and it was hard to understand the agen during the full phone call. When I repeatedly asked why my flight was cancelled, the only reason he could drum up was that my flight was "not ticketed". What in the hell is that supposed to mean? I payed for a higher class ticket so that wouldn't happen. Then he tells me that I'm getting a refund for my return flight. Let's say it's $450. But then he sets me up with a new flight, on the same planned day, with a different airline, that costs let's say $870. How does this make sense? This not only is the last time I fly with Southwest, but it's the last time I fly PERIOD. I'll take a train or rent a car.