Southwest Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 823 reviews
5/10
3 star Skytrax Rating
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1/10

"never fly this airline again"

(United States)

Not Verified | This airline is terrible, I had a flight from Nashville to Jacksonville with a layover in Atlanta to switch planes. On both flights the southwest employees had us board the plane only to make us sit at the terminal because something was broken on the plane. I don't know if the maintenance staff with Southwest is the worst of all airlines or they buy the cheapest planes, but it's ridiculous. I will never fly this airline again, I don't care how cheap the flights are.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteNashville to Jacksonville
Date FlownDecember 2018
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

"Very poor customer service"

(United States)

Trip Verified | Las Vegas to Detroit. Staff on this flight was rude. Captain talking down about competitor on overhead. Attendants were unprofessional and seemed unhappy. Seats are tight, price was too high for being uncomfortable 3 hours and 11 minutes. I will try my best never to use this airline again. We were told the WiFi wasn't working. Very poor customer service.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteLas Vegas to Detroit
Date FlownDecember 2018
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

"the rudest people ever"

(United States)

Not Verified | Providence to Tampa. I arrived at the airport today after speaking with the pet policy department 3 times. I was assured that my new puppy would be able to travel in a pet approved carrier and as long as he was less than 25lbs. When I got to the counter he was denied travel because they he was too big, he is a Bernese Mountain puppy I had documentation showing he weighed 16 lbs! I am a rewards member and was a frequent flyer on Southwest, needless to say our Christmas is ruined and I won’t be flying them anytime soon. Rhode Island staff are incredibly the rudest people ever and I can’t even begin to tell you how angry I am. T
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteProvidence to Tampa
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"experience was wonderful"

(United States)

Trip Verified | Cleveland to San Antonio. So I was on my way to Lackland Air Force Base to see my nephew graduate I decided to schedule the flight with Southwest. The experience was wonderful. I like the fact that they acknowledge veterans on the flights that’s hard to come by these days. I booked the flights directly through Southwest using their app on my phone. We flew out of Cleveland to Atlanta then to San Antonio. The return flight was from San Antonio to Baltimore then to Cleveland.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteCleveland to San Antonio
Date FlownJanuary 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
5/10

"the staff are unpleasant"

(United States)

Trip Verified | Flew San Diego to Phoenix. Every time I have flown SouthWest the flight is almost always delayed and the staff are unpleasant. It’s good if you are on a budget but overall the whole flight experience is stressful and plan ahead for a late flight. When I asked why the flight was late apparently the staff weren't even there?
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteSan Diego to Phoenix
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"would not recommend"

(United States)

Not Verified | No mobile boarding passes. Had to wait in line for a boarding pass like it was still the 20th century. Made me check in 24 hours in advance whereas with any other airline I would just be given a seat next to my girlfriend. Wifi on flight was good and reasonably priced. Overall would not recommend.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteSeattle to Las Vegas
Date FlownNovember 2018
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

"cannot sit in the exit row"

(United States)

Trip Verified | El Paso to San Antonio. So if you ask for assistance lifting your bag over your head you cannot sit in the emergency exit row. I am a law student and figured I’d add the heavy books to my luggage over the backpack. Well I should have checked my bag because when I asked for a boost to push the bag in the flight attendant first said she had a hurt shoulder and couldn’t do much to assist. She gave it a light push. Then when the bag was up she said if I couldn’t lift my bag over my head I couldn’t sit in the emergency exit row. The 70 year old man with the tiny bag could, but I could not. The elderly couple (the wife could not lift her own bag but her husband lifted it for her) could sit in the emergency exit row. Last time I sat in that row a former pilot assisted me in putting up my bag and did not flag down a flight attendant or even mention that if I could not lift my bag I can’t sit there. The flight attendant could not lift my bag, yet she is still able to work and presumably can open the door. Further, the guests in the emergency exit row were drinking cocktails. Intoxication seems to render them fit. I have already addressed this issue with Southwest on Twitter and they do not seem to care. I lifted my bag from the overhead bin myself and made a mental note to not ask for help/check my bag in the future so my 6 ft tall stature can sit comfortably in the future. This is merely a warning to future customers.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteEl Paso to San Antonio
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"extremely unprofessional"

(United States)

Trip Verified | I flew from Indianapolis to Dallas for four days, for a family Thanksgiving. My bag never made it on the flight. Upon arriving to Dallas, we immediately filed for a lost bag. They located the bag and said they would deliver it. I had to wait two days before my bag got there, which was half of my vacation. The compensation for the inconvenience we got was the bag delivery itself. That is down right ridiculous. I had to buy clothes and bathroom supplies for Southwest Airlines mistake. This was extremely unprofessional and I will probably never fly Southwest Airlines again.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteIndianapolis to Dallas Fort Worth
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"very disappointed with them"

(United States)

Trip Verified | Worst airline I’ve ever had. The only reason I used Southwest was because they were definitely cheaper than other airlines, however I am very disappointed with them. I fly at least once a month with them and every single time, there is a delay with the plane and not just a short delay.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteDallas to Midland
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"big shout out to Southwest"

(United States)

Trip Verified | I am so thankful to be coming home this week to work at Corporate, and to spend Thanksgiving with family and friends. A big shout out to Southwest as I booked my ticket in reverse from Columbus to Tampa leaving today except I’m in Tampa! They were able to get me home today still on the next direct flight and fixed my ticket for the following Tuesday. They even let me keep my incredible price of $199.96 round trip. This is why I fly Southwest regularly. It pays to be a loyal flyer!
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteTampa to Columbus
Date FlownNovember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes