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 1815 reviews
4/10
4 star Skytrax Rating
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4/10

"rude and cranky"

(United States)

Trip Verified | Salt lake city to Houston via Oakland. All three flight attendants were rude and cranky. They didn't smile, were annoyed when you asked a question. Made the flight more uncomfortable than it already was.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSalt lake city to Houston via Oakland
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"worst experience ever"

(United States)

Trip Verified | Sacramento to Los Angeles. The worst experience ever with this airline! Other than being delayed, they change the time of flight when delayed but they don’t care that people change plans based on that. They end up flying whenever works for them without re updating! I have had a name change and had to update my account but not possible to do on the site or app. I called the customer service and was told I had to call headquarters. I called and left voicemail but they call back when it’s convenient for them and if you’re in the middle of work, that’s it! You’ve lost your chance! I went to the agent at airport and she said she Couldn’t change the account and that I have to email the headquarters. I emailed the headquarters a week ago and nothing got done about it. I ended up having to be patted down every time at the airport and due to that I get late. I fly lax-Sacramento every week and today as I was running after having been patted down to make it to my gate they called my name for the first time I heard my name being announced and while the guy was seeing me run he gave order to close doors. couldn’t change the account and that I have to email the headquarters. I emailed the headquarters a week ago and nothing was done about it. Today as I was running after being patted down to make it to my gate they called my name for the first time I heard my name being announced and while I was looking at guy at gate in disbelief and begging him to let me go in but of course he refused. Stay away from this airline if possible. They try to make up for their deficiencies by telling their stupid jokes. In reality, rude and robotic service.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSacramento to Los Angeles
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"Very professional"

(United States)

Not Verified | Phoenix to Reno. Very professional, would recommend! I was able to change my flight information days before with no hassle. Kind and caring staff took care of my concerns. The flight was a bit delayed but that is not something that is controlled by the airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhoenix to Reno
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"crew was extremely nice"

(United States)

Trip Verified | Was on the plane with 3 kids (1 year old, 3 year old, 8 year old) and had to detour to Austin due to storms in Houston. Landed and deboarded in Austin, then reboarded and sat in the heat only to be told we had to deboard again due to having to change flight crew because a pilot timed out. Had to wait for an hour for the new crew to arrive. We were supposed to land in Houston at 1:20pm, we landed in Houston at 7:40pm. The crew was extremely nice the whole time and then this morning I received an apology email and a $100 voucher for each of us. And did not even complain once. Thank you southwest!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Houston
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"worst airline I’ve ever flown"

(United States)

Trip Verified | Cleveland to Tampa via Dallas Ft Worth. We were supposed to leave Cleveland at 5:35, we didn’t leave until 7:05. We had a connecting flight in Atlanta to go to Tampa. We were assured several times that we would make our connecting fights. When we were about halfway to Atlanta, we were told we would be arriving at 8:30 and that flights were being held, due to the fact that our flight was a connection for the majority of the passengers. When we landed, we discovered that none of the flights were held. We went to customer service and they booked us on the first flight the next morning. They didn’t offer any apologies, were very unsympathetic, and rude. They refused to comp a hotel, so I ended up staying at the airport with my 2 year old daughter, her first flight. Her car seat was checked as baggage, so I couldn’t leave the airport if I wanted too. This is the worst airline I’ve ever flown. I will never fly this airline again, I don’t recommend them for anyone else either.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteCleveland to Tampa via Dallas Ft Worth
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Not impressed at all"

(United States)

Trip Verified | Portland to Nashville via Baltimore. I am disappointed in this airline and never going to fly with them again. In the past few years that I’ve flown with Southwest, 2/3 of my flights have been delayed. Today, they delayed my flight so much that I can not make my connecting flight. The placed me on one of the latest flights to get to my final destination. Instead of a four hour travel time, I am now looking at 9+ hours. They couldn’t even place me on a different airline for an earlier flight. Not impressed at all.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePortland to Nashville via Baltimore
Date FlownJune 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

"delay, delay and cancellations"

(United States)

Trip Verified | Flew Dallas to Los Angeles. I never thought I would write a review about airlines because delays and cancellations are part of the flying experience and are out of control by the airlines sometimes. However. I am so fed up about Southwest’s delay, delay and cancellations. Southwest are not my preferred airline because of the airport location, but I do fly Southwest when I am traveling for business. I am almost sure there is at least a delay on every trip. Today, I’m finally sick and tired of it after a cancellation followed by four delays. I am never flying Southwest after this trip!
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Los Angeles
Date FlownJune 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
3/10

"I’m very disappointed"

(United States)

Trip Verified | Oakland to Orange County. 10 out of the 12 flights I had with Southwest Airlines in the past 5 months were delayed. I’m very disappointed since a chunk of my time goes to waste. I always fly out from Oakland to either SNA, Long Beach, or San Diego. I’ve been a loyal customer for 4.5 years because of its customer service experience and the 2 bags fly free on-going promotion. I don’t know how much longer I can give Southwest a “second chance”
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOakland to Orange County
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"disappointed and disheartened"

(United States)

Trip Verified | Orlando to Chicago. I am incredibly disappointed and disheartened by my most recent experience with Southwest Airlines. Let me preface this by saying that I have been flying Southwest for years, am an active rewards member, and currently have three upcoming trips already booked (booked before this experience). I flew out of Orlando, FL on Thursday night 5/24 at 9:15 on flight 1388 with my husband and 9 pound dog. We have flown multiple times with our dog in the past. I have always given our dog Melatonin to help her sleep while we fly (to avoid her ears popping/hurting). She was given Melatonin before boarding so she was already in her carrier as we boarded. We sat in our chosen aisle, me sitting closes to the window and my husband in the aisle seat so we could put our carry on bags in the middle seat while we got settled and I juggled two drinks. A flight attendant decided to approach us and say "What's in the bag?" to which my husband answered, "a dog." Terry then said, "Okay, it needs to go under the seat." No problem, we know that already so we said, "Okay, we're just getting settled with our bags and will make sure to put her under." He then came back I kid you not within one minute to proceed saying, "The dog needs to go under the seat." At this point we were getting a little upset. Once again my husband said, "We know." He then stayed right behind our seat while I gathered my sweater and tried putting my carry on away. I looked at my husband and mumbled, "Gosh, can we put our seatbelts on?" At that time, the FA very abrasively turned around, stepped into our aisle, and proceeded to yell at me saying, "Yeah you can put your seatbelt on!" I looked at him like a deer in headlights and said, "Okay, I think you need to take it down." He then stopped the rest of the passengers from boarding and continued yelling at me saying, "Take what donw, tell me what I need to take down?" By this point my husband and I were visibly upset. I again said, "Take it down." but again he continued to yell at me and say, "I did nothing wrong!" My husband said, "Actually, you're yelling at us for no reason so you are wrong." He was the most ill behaved employee I have ever encountered in customer service. Not one single flight attendant told him to walk away nor did they try to deescalate the situation. There were people recording this. Finally he stormed off. I began crying. The entire ordeal was disrespectful, disgusting, and completely unacceptable. I pay $95 dollars each way (just like every other person who flies with their pup) so by no means was any favor done for me to have my dog accommodated for. In addition, we have flown with her numerous times and have never had such a disgraceful and distasteful experience. I called Southwest to make a complaint and was able to speak to a very nice woman who unfortunately informed me that not much would be done. This complaint would get added to his file and the incident would be used as a "coaching" lesson. Basically, this individual's egregious conduct was endorsed by lack of follow through. I am beyond let down. I am in no way looking for this man to be terminated at all, but he does 100% owe both me and my husband a formal apology for his flagrant behavior and nothing is being done to rectify the situation appropriately.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOrlando to Chicago
Date FlownMay 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

"horrible customer service"

(United States)

Not Verified | Newark to St. Louis. Southwest abandoned us in Newark. They cancelled out 7 pm flight at 10:30am and gave no reason. (She said "well that happens sometimes, sir!). I should contact Southwest to reschedule. I did, no available flights out to St. Louis for the next 4 days. They said they could do nothing about it. On my own, I booked a SW flight to Chicago and then to St. Louis. Now they tell me they can't help out at all because it wasn't booked thru them! Truly horrible customer service! My son just experienced a similar situation flying out of Charlotte. Are they going down the tubes this fast?
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNewark to St. Louis
Date FlownMay 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