Southwest Airlines

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1185 reviews
5/10
4 star Skytrax Rating
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2/10

Southwest Airlines customer review

(United States)

After a five hour delay (understandable because it was weather related) we finally boarded our plane to San Francisco via Chicago. It wasn't until Chicago that they told us that our leg to San Francisco was canceled and the plane was now traveling to Los Angeles. Being stranded in Chicago with a five month old is not my idea of a vacation. On the return trip we got routed to Minneapolis (again weather). However when we did get to Chicago we were told we now had to switch planes for the final leg back to CT. We specifically booked flights with no plane change because that is a hassle with an infant. My family will never fly Southwest again.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
no
8/10

Southwest Airlines customer review

(United States)

I fly frequently for my business. Southwest usually has the cheapest fares and the fact that bags fly free. Their "Open Seat" boarding policy is a little different since they are one of the only airlines that have this policy. I do see both sides of the arguments where you like to know where you seating upon booking the flight but also love the freedom of choosing your own seat as you get on the plane. The earlier you check in the better the chance of getting the seat of your preference. I hardly ever experience rudeness from staff. Flight attendants often add in comedic little quips in their safety instruction demonstration which I saw as quite amusing. When it comes to flying for me 75% of the time I fly with Southwest.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
yes
4/10

Southwest Airlines customer review

(United States)

I flew from San Antonio to San Diego flight #2523 on 6/29/12. I was not familiar with their boarding system. I did not know what the number pole at the boarding area was for. I wish they had informed passengers that we need to stay in number order. The guy doing the boarding stopped me and made me wait while everyone in my group boarded. I thought that was very rude. I also did not know they put the menu in the back of the seat. When I ask the attendant what they have to drink she was very rude and told me to look at the menu. Their fare is cheap. The seats and aisle are very cramped. My flight was 30 minutes late. They take you from A to B - that is about it. My experience left a sour taste in my mouth. I always thought highly of Southwest but not anymore.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
no
2/10

Southwest Airlines customer review

(United States)

SLC-DEN-MDW - Flying with my 3 kids and 2 nephews to visit Grandpa in Chicago. On our Denver layover after waiting for 5 hours our flight was canceled due to electrical problems at MDW. We were directed to the SW ticket gate into a line with hundreds of people. After waiting in the line for an hour with 5 kids and hearing other passengers leave the line being told they would not get a flight for 2 days I found a hotel and rented a car for the night. In the morning I called SW to ask about rebooking our canceled flight. The agent told me I had to go to the airport to get someone to do it for me. She confirmed that my only option to get on a SW flight would be to drag 5 kids to the airport to wait for the next available flight in 40 hours and hope we got on that one. That is not a reasonable option so we rented a minivan in Denver and drove to Chicago. SW also lost our luggage. Multiple attempts to call resulted in no one helping us. When we arrived in Chicago went to Midway and the bag was sitting there. I am so frustrated with an industry that is all take no give. You make them all these guarantees jump through their hoops and they give you nothing in return not even a refund when their product fails.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Value For Money 12345
no
1/10

Southwest Airlines customer review

(United States)

Southwest gets zero stars for one reason and one reason only. Their "Open Seating" policy. Bags fly free but at SW passengers are just another bag. You pay good money to stand in a cattle chute and then maybe have to ask someone's permission to sit in a seat if you are not lucky enough to get a good boarding position. With other airlines I know I will have a seat of my choosing no matter when I board. This is called "Customer Service" which is apparently a foreign concept to SW.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
no
2/10

Southwest Airlines customer review

(United States)

Flew from Vegas to Chicago. Once we got the Vegas airport we noticed a very disgruntled vibe. The usually happy Southwest employees were very grouchy and seemed bothered to be there. We boarded the plane actually got the very first seat with tons of leg room and finally had the opportunity to stretch out for the long ride home. From the moment the plane was to take off the complaining started. I guess there was some sort of issue with the transair merger and the flight attendant union because that is all I heard about for the entire flight. They just went on and on as if they were out for coffee at some cafe. I don't even think they realized how inappropriate it was to complain while they were on the job and within earshot of customers. It made us very uncomfortable and annoyed. Once we landed and all of bags didn't make it that kind of sealed the deal for us. No more Southwest. Beware when you check your bags you may not see them again. We did get our bag back at midnight so we were the lucky ones. I guess the "we don't really care" attitude of Southwest is my major complaint.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
no
10/10

Southwest Airlines customer review

(United States)

6/08/12 Flew from LAX (Los Angeles) to LAS (Las Vegas). Flight was delayed by 20 minutes which was not even bad. We were further delayed in the air for 20 more minutes because President Obama was landing at the same airport as we were. Other than that the flight attendants were courteous the seats were decent had good leg room (I'm 6.2"). Returned on 6/12/12 LAS to LAX. The incoming Flight was delayed for 2.5hrs due to bad weather from the region it was coming from. I got my round trip ticket for $90. I'll definitely fly again!
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Value For Money 12345
yes
10/10

Southwest Airlines customer review

(United States)

I have flown Southwest a number of times now. I have never experienced a problem with their staff whatsoever. I just got back from a trip from KMCO (Orlando) to KPIT (Pittsburgh) I am a student pilot myself so when we landed I asked one of the flight attendants if I could peek in the flight deck and they were very nice. The seats are all leather with adequate leg room. That is coming from a guy over 6 feet tall. I like the fact that Southwest does not separate the cabin by class. Apparently recently they began offering Nilla wafers as an In-Flight snack. I did not particularly care for them. Bottom line I would recommend flying Southwest. You can get a round trip ticket for $200.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
yes
2/10

Southwest Airlines customer review

(United States)

When my flight was changed I thought my seat was guaranteed - after waiting 6 hours at the airport and finally on the plane I got called to the front just to get pulled for another passenger and then was told I need to pay extra to guarantee a seat on the next flight that was another 4 hours away. The worst 11 hours of my life.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
no
2/10

Southwest Airlines customer review

(United States)

I printed my boarding passes at home I got A50 for departure 6 hours after the printing starting time (24 hours) and for my return I got A44 printed only 20 minutes after the beginning of the 24 hours window. So whether you print your boarding pass early or late makes no difference. At the airport there are no instructions about the boarding process. So finally I stood in line with the rest. On my return they had 2.5 hours delay the excuse being the weather in Houston. On the return trip the flight attendants gossiped and laughed loudly like 2 schoolgirls preventing us the exhausted passengers from getting a bit of rest. All in all do your best to avoid Southwest even if you pay a little more.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
no