Southwest Airlines

✅ 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.

✅ 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.

✅ 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!

✅ 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”

✅ 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.

❌ 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?

❌ Not Verified | San Antonio to Denver. Horrible customer service! How this company gets high customer service marks are beyond me. Staff at the front desk apparently don't like customers, or aren't well trained. I'm super excited to be flying an airline where the planes break down and the staff is lazy. I won't be flying again and will suggest everyone I know including my company avoid this airline. This system doesn't allow a zero rating so they get a 1.

❌ Not Verified | San Francisco to Raleigh Durham. This is the third vacation in 9 months where I have used Southwest and this will surely be my last. Each flight was either delayed or diverted. The first vacation flight added a stop after I had already booked my flight. The second vacation flight was diverted to Oakland instead of San Francisco. It was left to me to find a way to San Francisco for me and my family and, at my expense. The third flight (from San Francisco), was diverted to Pueblo Colorado to gas up when it encountered bad weather over Denver. This resulted in us missing our 5:30 p.m. connection to Raleigh Durham. We were rebooked onto a flight departing Denver at 11:00 a.m. the next morning. Southwest offered No accomodations to my son and me. Food, hotel accomodations, and transportation to and from the hotel was left for me to figure out and to exspense. Southwest has mastered the art of telling customers that they are sorry and there is nothing they can do; and, that they do not accommodate customers for bad weather because they cannot control the weather. Furthermore, trying to get any help from customer relations and airport supervisors has proven to be useless. Finally, there should always be someone higher up to call, even on holidays and weekends. Passengers should never be stranded at an airport and met with no solution or assistance from airline staff. Very unhappy customer. I would never recommend this airline to anyone and have them treated so poorly.

✅ Trip Verified | San Francisco to Las Vegas. Southwest plays a role of a different airline as they like to pose as a company offering benefits that others don't. It's partially true, they offer 2 complimentary bags to be checked and really cool prices. But hand in hand, they also tend to plan their flights on a lowcost schedule though they staff is far from the lowcost effectiveness. That is why their 40-minute-long stops in every destination fail to be fulfilled and major delays occur, frequently. At the day of our flight, at least 50% of Southwest flights was delayed, one, two, three hours, pretty common thing apparently. The plane is a standard B737 with nothing special to tell about. The service consists of a free non-alcoholic beverage (rather small portion with a lot of ice) and a mini bag of pretzels or peanuts. The staff was OK. Plus, their open seating policy (seat wherever you want) is really a terrible thing to offer if you are not a solo traveler. The reason is because the frequent flyers always benefit from priority boarding (and a lot of SW passengers do) and you are entitled to be in the second half of the boarded passengers. If you are not a solo passenger, you would probably end up split to multiple rows, because all the already boarded passengers with frequent flyer accounts are usually travelling alone and all of them like to seat on A, C, D and F seats, meaning when you enter the plane and you see almost empty seats B and E, but almost all A,C,D,F full, it's really pitiful view - again, this applies if you are a couple, family or a group of friends.

✅ Trip Verified | Phoenix to Chicago. My brand new bag was ruined. I literally opened the box brand new the morning before my flight. It was a birthday gift, and after my flight that evening it looked like it had been dragged behind a luggage truck for a mile across the pavement. Since my flight arrived at 1am I was tired and figured no customer service would be open and would deal with it in the morning. Upon calling I was told by the women on the phone that you must bring the bag to the bag to be inspected within 4 hours of your flight to receive any sort of compensation for the damaged bag. I asked to talk with her manager. She told me she was the manager and would not let me speak with anyone else. This policy is ridiculous especially for flights arriving in the middle of the night, and I am incredibly dissatisfied with the customer service I received with this airline. Will not be flying with them again. I’ve attached photos of My two brand new bags next to each other (the smaller one I used as the carry-on) Rips that are all over the bag and wheels that are about ready to fall off at this point