Southwest Airlines

Not Verified | Flying from San Diego to Las Vegas. Flight 2828 got pushed back until canceled. Wasn't told why the flight got canceled - rebooking agent said all i can do is reschedule for a flight in the morning. Missed my hotel check in that night and friends party. Got an email reply saying that due to weather was the flight canceled - not sure how that goes because it was clear in both cities that night. Asked Southwest Airlines to reimburse me for that one of hotel and they say they couldn't because it wasn't their fault. So last time we will fly with Southwest Airlines.

Not Verified | We were flying from Atlanta to Milwaukee for my sister in laws wedding. Our flight was scheduled to stop in Baltimore then continue to Milwaukee. We hit a storm and understandably we were delayed. We had to stop in DC because we needed fuel and Baltimore was temporarily closed. Upon arriving at DC we were just waiting for fuel. That then turned into waiting over an hour for new pilots. During this entire time we were never notified of delay times or that the Milwaukee flight was cancelled. We finally arrived in Baltimore at 1 am and were told our flight was canceled and they rescheduled us for the morning. We went to a counter to get our boarding pass and to figure out overnight reservations. Southwest would not pay for the hotel accommodations and told us to sleep at the airport or pay for a hotel ourselves. They also couldn’t even upgrade our boarding and we are stuck boarding very last. Overall very disappointed with how Southwest handled the situation. I understand you can’t control the weather but there was zero communication once we were at DC airport. The flight attendants were very nice and encouraged us to write to Southwest.

✅ Trip Verified | Kansas to San Diego. My son had to have an earlier flight to get to his military post and I called and they changed it without hesitation. The person I spoke to was very friendly and professional. Really made my day and my heart happy. Thanks again and will fly again with Southwest!

✅ Trip Verified | Baltimore to Milwaukee. Southwest has open seating policy, so passengers like to sit either on isle or next window. My wife and I found two seats and sat, a crew member said “sir sir what are you doing” while I was putting my carry on in the over head. He said there are enough room to sit somewhere else. We decided to sit since I have put our carryons. The customer sitting next to window shows unhappy face why we sat next to him! Then the crew shows face and says we go sit somewhere else while it is non of his business where we sit. Then we found another two seats available and we go sit next to someone else. The crew shows hand and face gestures to the other passenger comes and shows attitude why we asked the other passenger to let us into the two available seats. I don’t understand when they have opening seating policy the crew has any right to tell us where to sit or not and being so rude about it. My wife told him that she was unhappy with his attitude and asked his name and wished him have a good day. His response was “oh I am having a good day, you have a good day” with sarcasm. Totally dissatisfied with Southwest and its employee.

✅ Trip Verified | La Guardia to Indianapolis. I received no call, text or email regarding my flight cancellation. After I got through to security I pulled up my boarding pass to check where to go but the information was not updated. The screens with gate information were all off and not knowing where to go I stood in line to a flight that could have potentially gotten me home hoping there may be room on it because tickets were still being sold online for it. I stood in line and the lady was rude and told me to go to a different line and that she can't help me; I explained where i need to go, that I've not gotten any communication about cancellation, that I've been waiting to figure out what's going on and they said the flight I tried to get was booked. I asked why it is allowing me to purchase a ticket online and they just shoved me to a different gate where i was on line for even longer. Due to no communication of even alerting me that the flight was cancelled via email or text, how dismissive the lady at the first gate was, having to wait additional time, contradictory information about the flight being booked, i was experiencing anxiety. There was not a single person who expressed any empathy in form of "sorry" or "let me see what we can do" - no one cared. I was told the flight will be tomorrow. I told them if i pay for the ticket boarding right next door - can i get on that flight or will I have trouble. And they kept saying i cannot book that flight even though the site was asking me to input credit card info for that same ticket. I just asked for a refund and booked a flight with a different airline. Delays and cancellations are frustrating for everyone, but this airline was the least helpful in arranging anything to help me get home. Also just about every airline alerts via text about delays or cancellations at this point. But if this is not done, turn on the screens with flight status at least.

✅ Trip Verified | Our child fell extremely ill a day before our business trip to Boston. We called Southwest to explain our situation of not wanting to leave our son the same day he got out of hospital. The agent was extremely helpful. She was able to not only push our flight to a much later flight she didn’t even charge us for the change fee. This is beyond the call of duty. As parents we wanted to thank you for the extra effort. We will always fly Southwest!

✅ Trip Verified | Very disappointed in Southwest today. I am A List Preferred so use your company frequently. Unwarranted delays and very poor communications. We are told because the flight is not full that we will wait 1/2 hour for two passengers. Sounds like this was done to save Southwest money. No regard for the other customers getting in 1 hour late. And the crew seemed to not care less. Too busy leaving the plane to get something to eat.

✅ Trip Verified | Ft Lauderdale to Hartford Bradley. My first and last time traveling with this airline. My flight was delayed 4 times 1.5 hours total with no explanation. I will never use this airline again.

✅ Trip Verified | Cleveland to Baltimore. We are horrified by SouthWest's reaction towards our flight cancellation today. We tried calling at least 7 times and were redirected to a different rep each time with over an hour long wait with NO option to get a call-back. We received a casual text saying our flight was canceled at 930 am while we were already en route from Michigan driving to Cleveland Ohio to catch our flight. We literally had to call them and ask what else we could do, as we all had to get back to work. The reps and corporate acted like we were pestering them about this, when in reality we were the ones stranded - totally nuts. Other airlines were going the same route and didn't cancel. It barely rained. Poor excuse to say they were understaffed. We Ultimately had to buy a rental car which costs so much more than the original flights we had booked. Very unprofessional and will not fly with this airline again.

✅ Trip Verified | Denver to Orlando. I made a mistake when preparing for my flight. I did not check if hiking poles were allowed on aircraft. They did not fit in either of my two free checked bags. Therefore. I attached them to my personal backpack to carry on the plane. I was stopped at the TSA security checkpoint and was told I was not allowed to bring them. They were expensive and I didn't want to forfeit them to TSA. My two previous checked bags had already been taken away for loading. I had pay $75 to check my personal backpack (being my 3rd checked bag). After purchasing the extra bag, I approached the check in counter. The Southwest employee told me that because the poles were not sealed in the bag (they stuck out of the top) there was a good possibility they would be lost and Southwest airlines would not be responsible for replacing them. I had not choice, but the take a chance. I secured them as best I could. The employee did not give me a luggage ticket, ensuring the airline would not be liable. After a nail biting 3 hour flight, I waited anxiously at baggage claim. Sure enough all three of my bags came through. The poles had separated from my personal backpack, but someone had secured them to my larger suitcase. I am extremely relieved and very grateful to that employee which ensured my belonging would get back to me. Thank you! As for the flight, the friendly staff provided excellent hospitality, offering snacks, drinks, and coffees. The seats allowed plenty of leg room. Our flight arrived 40 mins early!