Southwest Airlines

Not Verified | Allow me to share my recent experience that left me deeply disappointed. My boarding pass clearly stated that I needed to be on the plane by 3:20 PM, as the scheduled departure time was 3:32 PM. However, due to the disorganized nature of the TSA, it took an astonishing 45 minutes for me to place my personal belongings on the tray for scanning. To compound the situation, the TSA officials encountered difficulties while scanning my daughter's belongings. As I anxiously watched the clock, it took them an additional 20 minutes to complete the task. Finally, I arrived at the gate at 3:13 PM, a respectable 7 minutes before the designated boarding time mentioned on my boarding pass. To my dismay, however, the door had already been closed, and I, along with approximately 8 other passengers who had faced similar delays with TSA, were denied boarding. Consequently, I missed my flight to Ft Lauderdale and had to hastily book a flight to Orlando at 7 PM, which landed at 10:30 PM. On top of that, I had to endure a tiring 2.5-hour drive to WPB, knowing that I had work the next day. As a frequent traveler, missing a plane was a first for me, and it has left me with a strong resolve never to fly with Southwest again. What truly bewilders me is the stark contrast in treatment when delays occur. On numerous occasions, I have arrived on time only to experience flight delays for various reasons. As customers, we are expected to accept such inconveniences, but the differential treatment when delays happen to us is disheartening. Southwest has unequivocally lost my business. To add insult to injury, I had to personally retrieve my luggage from the Ft Lauderdale airport since I was not eligible for free delivery. This entire experience has further deepened my dissatisfaction.

Not Verified | Totally disappointed in SWA, they left us on the tarmac 35 min after we were supposed to depart Reno. I checked 2 bags in Reno, only 1 made it to Tulsa. This is Sunday, then they tell me “it might be in at 12.30 am.” Now the airline industry is supposed to be the most reliable industry in America. In fact, they train others on reliability. To make matters worse, if it comes in tonight at 12.30 am, they will get it to me “Tuesday” but who knows when. Step it up SWA, American has you beat, they put it on a delivery truck at 6am the next morning. Huge inconvenience as I am a travel Nurse, but my bag isn’t important right, not to SWA.

Not Verified | Not on time. Delayed due to overlapping flights and passengers trying to make it from far gates. Genuinely just sick of Southwest in overall preference. Their reward program is not worth a grain of salt. A-list priority is a joke, you share the same seating as those that have no interest or desire due to few times flying or something similar. Luggage cabin space is all you receive if you can't complete the requirements of spending goals or flying frequently. There is no such thing as "first class" treatment, even the companion pass is whatever.

✅ Trip Verified | Southwest has had major delays on my past four flights over three years. Something always goes wrong. We missed our flight, but their delay on the previous flight, by twenty minutes and Southwest couldn’t provide another flight for us home until 1:00 am the next day. We had to get a hotel and rent a car to drive home out of our own pockets. I hate this airline. Unless you are doing a straight through flight don’t even bother. Everyone I talk to has the same experience with them as well. If they would increase their layover times it would fix some of these issues.

Not Verified | We had the nicest smoothest mid morning flight from Orlando to Aruba and afternoon flight back on May 11th and May 17th. Staff was very friendly going down. Very helpful and always smiling. Flight was on time going and returning. Told the pilot at the end of the trips that it was a nice flight and we’re very appreciative. The system for boarding needs to be controlled more in Orlando. It seemed to be in disarray at times. The system in Aruba was handled and controlled very well making sure people weren’t trying to get on ahead of others who were supposed to be boarding first. Hopefully this non-stop flight will continue. Flew it before in the past and happy they got it back again in early 2023. Thank you.

Not Verified | Eric Michaelson was a one of the best air flight attendants I have the experience. I was feeling ill and he went above and beyond to make the flight enjoyable. He went out of his way to offer me a beverage to settle my stomach due to the turbulence. His customer service and professionalism was outstanding. I wanted to thank you as my airline of choice.

Not Verified | I am handicapped in that I have significant arthritis in just about every joint and am 85 years old. I asked for a wheelchair when I booked the flight, as I always do. This time when I arrived at the airport in Philadelphia to return home (this was a round trip booking) I checked in at the counter and reminded them that I had signed up for a wheelchair. She told me to sit down and one would arrive. This seemed normal as I have always traveled on Southwest and this was the routine. Well, I sat there for over half an hour, periodically asking a variety of Southwest personnel about the wheelchair. They said it was "on the way". When my plane was scheduled to board in 10 minutes I began to panic. When I asked at the desk again, the woman said, "why don't you just walk?" I was beginning to think that they thought I could walk to the gate and through security and were not going to provide the wheelchair I needed. At that point I saw a person with a wheelchair and no one in it. I asked her if she could take me to my gate as the plane was about to board and she said she "worked for ...... airline and couldn't take southwest passengers". Then she said that If I could walk to the nearby elevator she could take me. She told me not to get into the wheelchair until the elevator door closed and then she took me to the gate. The plane was boarding. It was very clear that, had I not approached this person and practically begged her to take me, I would have missed my plane, my connecting flight and heaven knows when I could have gotten home. This would be a disaster for me given my inability to navigate myself anywhere except short distances, not to mention what to do with my dogs at home whose sitter had to leave for another job. I am disgusted with Southwest and I never thought I would say this, but there is no excuse for what was just totally ignoring my disability needs. When I called southwest to complain they said they could file a report internally but they were not under an obligation to provide a pusher for a wheelchair (in this case there was no wheelchair OR pusher) and I know that's not true. If they don't want to provide this service it should not be offered when I book the flight. Then I would go to another airline. Also, when the person behind the desk told me "to just walk to the gate", it was clear that they were not taking my disability seriously and really had no intention of helping me.

✅ Trip Verified | One way ticket from Orlando to Raleigh on Memorial Day (I flew Avelo on 5/26/23 one way to MCO) on one of their older 737-700s. People like to rag on them for last year’s meltdown and other things but they have come roaring back on one of the busiest holiday periods. Virtually all of the incoming and departing flights out of the SWA terminal in OIA were on time—two delays tops—today. Boarding process was more orderly than Avelo’s (and quicker), left early and arrived early. Dependable service is what I get at SWA.

✅ Trip Verified | I can’t fly to Chicago for two days due to a rescheduled flight. For the first time we got on a plane and everyone just dropped us off and said that you were leaving tomorrow, and the next day they promised a direct flight to Chicago, but again they outplayed everything and changed the flight 3-4 hours before departure! Now I need to fly with a transfer to Dallas. I paid money for this! Is this an airline or a taxi on call? If you are saving your time, don't fly with this airline.

✅ Trip Verified | My flight was supposed to leave at 10pm. It is now scheduled to leave at 1:19am. Over 3 hrs delayed and there is no rain, wind, or any other explanation for the delay. The cost of this flight was ridiculously expensive, but being with family, due to a death in the family left no choice for travel dates and time. The airport staff say this is a regular thing with Southwest. What happened to the excellent service Southwest was once known for? I can now look forward to little or no sleep before work tomorrow. This has been my worst flight ever!