Southwest Airlines

Not Verified | I wanted to express my gratitude to Jose at customer service. I knew nothing about procedures for tickets and flying and Jose answered all my questions and walked me through the process. I'm elderly and he was so patient with me. Southwest is lucky to have an employee like Jose. He is the epitome of customer service.

Not Verified | I Fly fairly regularly with Southwest and up to now my experiences with them have always been very good. Usually a reasonable price, Always good and friendly people to help out when something goes wrong. I once missed my flight out of Orlando at Christmas time - I was horrified but they managed to get me on another flight and although I had been really upset they made me believe it was not a problem to them at all. So to return to yesterdays flight from Houston to Orlando. Everything about the flight was fine, on time, seating etc great. But I have to say the flight attendant was amazingly funny. Yes they are all amusing and make the journey a little more pleasant but this guy - Alex was his name, was hilarious! I don't know why he is working for the airline he would be great at stand up! Anyway Alex thanks for the fun- it was a delight to spend a little time with you! This Flight was 407/363 from Houston to Orlando.

Not Verified | Customer Service was poor on my last flight. I was flying from Panama City to New York (LGA) with a connection in Nashville on a Saturday. My first flight was fine (in flight beverages and entertainment not great, but I have come to expect this with Southwest). My second flight got delayed 3/4 times before ultimately being cancelled at 8.30pm. Again, not usually an issue, but they were unable to rebook me until Monday. The service desk was not able to get me on a flight the next day at all and also wouldn't let me get on standby for any of the Sunday flights. I was willing to accept this, however, I had no place to stay in Nashville. When I requested a comped or discounted hotel room (especially considering I was going to need somewhere to stay for two nights) they declined siting weather as the reason for cancelation, therefore they didn't need to provide hotel accommodation. While I understand what's in their contract, it is an absolutely awful customer experience to be stranded in a city where you have no connections and are essentially forced to pay for a hotel or sleep in an airport for over 24 hours. I would have expected them to either pay for my hotel or try a bit harder to get my on a flight the following day and not two days later. When this has happened to me on other airlines, they have always provided a hotel room free of charge and tried their best to get me on a flight the very next day, regardless of the reason for the cancellation. I ultimately had to cancel my return flight and get a rental car to get myself home. (at an additional cost of several hundred dollars). I will think twice before booking with Southwest again. You could be out much more money than you planned if there is any unexpected weather.

Not Verified | Southwest has become the absolute worst airline out there. Inexplicable delays; terrible customer service; all around horrible. Will avoid them at all costs in the future.

Not Verified | After being stuck in Baltimore for 6.5 hours and being lied to and no help or answers while wondering the airport with a one year old girl and two year old boy, we finally got to Buffalo and to our destination at 3:30 A.M. when we should have arrived at around 7:00 P.M. desperate to get the kids right to bed we learned our luggage was ruined as if thrown in a pool because the airline left everyone's luggage in a very heavy rain. Medications were destroyed, study material damaged, sound machines ruined. Our luggage themselves smell now and are ruined, the list is long just to name a few. We filed a claim and the end result was " because we did not file a claim within 3-4 hours our claim was denied and they want to stand by that. Almost $3,500 in damage and we got offered a $50 and $200 voucher (for their airline of course) which went to $100 after i replied unacceptable. I would avoid this airline or get insurance if you can afford it because we could not and this was the outcome and this airline avoids responsibilities they are at fault for.

✅ Trip Verified | Outbound flight to FLL (737-800) was delayed by about 60 minutes. The flight was diverted to TPA to refuel because severe thunderstorms over FLL prevented aircrafts from landing. Flight finally landed in FLL at 02.20 am 3 hrs later than scheduled. The ICE worked flawlessly and I was able to watch a movie in its entirety thanks to the delay. The only negative: the plane wasn't cleaned properly. The trash bin in the forward lavatory was full and the paper towels needed replenishing. Inbound flight was on a 737 Max 8. Aircraft was very clean and there was plenty of legroom in Row 2. This is a quiet aircraft with curved overhead bins to accommodate all carry on luggage. On both flights, flight crew provided friendly, efficient no-frills service.

Not Verified | Horrible service, delayed, then delayed again. First time traveling with them and I will never make that mistake again. Claimed free wifi and movies as well and they didn't work for the flight. Do you self a favor and fly anyone else but them.

✅ Trip Verified | Manu I don't know if you will see ever this but there are no words that shall forever express my gratitude for your aloha that got me home. You don't know but you saved and changed my path of life when you helped me that day. I am forever grateful for you being placed there on that very day.

✅ Trip Verified | I have always loved Southwest. Everyone in my family has flown frequently on Southwest for almost 30 years. But lately they are earning their terrible customer service reputation. Our flight was horribly delayed, I strongly doubted the excuses they gave for the delay, but was pleasantly surprised that each of us received a $250 travel voucher for our inconvenience. However, when we tried to use them, they had already been used by a travel agency in China under the name “Ted Williams.” They are giving away so many vouchers for their own bad behavior that Chinese hackers are stealing them. I complained about how obviously this was not me, but nothing. Southwest phone and online customer service could not care less. Thanks for treating me horribly, getting my hopes up, and then letting Chinese hackers take my voucher. Great airline you have there, Southwest. In the early 2000s, I have no doubt they would have honored my voucher, but they simply don’t value customers any longer.

Not Verified | I am A-List Preferred. Southwest is a disappointment, but I don't think it cares. Under current management it is no longer customer friendly, its systems are antiquated and deficient, it is unreliable, it copiously blames weather to shield its shortcomings (which are many), and its employees are either disinterested or antagonistic. It certainly has earned its pathetic reviews by customers. Hopefully JetBlue will expand its operations westward.