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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1/10

"upset and disappointed"

(United States)

This was the worst experience I had with Southwest Airlines. I booked a 2 way trip for a family trip, Austin to Atlanta. The flight was delayed several times, I had booked my hotel and tickets for other shows, because of the delay of the flight I couldn't go to any place on time. My plan was completely spoiled, my vacation was terrible because of Southwest. During the return also I had the same issue, the flight was delayed again. I generally use Southwest for all my travels and this was not the first time, I have faced this issue, every time the flight gets delayed. I am very upset and disappointed.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAustin to Atlanta
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"will surf for alternatives"

(United States)

This is one among my most disappointing review I’ve shared. All over the airport was reviewing publicity posters which says “Transfarency” by Southwest Airlines which I’m aren’t sure how would that define without providing a minimal customer gratification, which not everyone thinks that money might be the only criteria to check. I’ve been associated with Southwest since long time, but haven’t felt this way where I had to lost valuable time with repeated change/delay in time. Further I was nowhere in a choice but had to wait for hours and hours. At time there were situation with my company where I had backed Southwest for its remarkable service in-spite of contradicting opinions all over. I made all my personal and business trips through this airline but eventually had end up in a situation of bizarre. Expected arrival of journey was 9 p.m and travel home on a emergency, and could't make it because of an undefined delay, In fact I had to drive 9 hrs by road to reach on time, and on return again had faced delay, however I understand weather issues. Nevertheless, such and incident will definitely leave an impression to surf for alternatives.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAustin to Atlanta
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"horrible, unethical, airline"

(United States)

So stressful! We went online to get boarding passes and paid extra for early boarding. When it came time to board, there were only four people behind us. Not exactly sure what we paid for. We weren't the only ones that happened to (my partner's seat mates were complaining of it too, mind you they got on early enough to sit together, we didnt). If you don't board early you're stuck with middle seats and grumpy people who don't want you to sit there. One lady in first row piled snacks and drinks in seat beside her. She got away with it. People weren't sure if she was saving the seat. She wasn't. Great airline for rude selfish people, but if you're timid or shy, any other airline will do. I will pay anything extra on any other airline rather than go through that again. Horrible, unethical, airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAustin to Orlando
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"sensitive to my needs"

(United States)

I am a customer of size and have flown SW twice in 4 months to Denver. Both times my flight has been pleasant, and attendants sensitive to my needs. I will continue to fly SW, especially since their fares are more than reasonable
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteONT to DEN
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"another airline with lousy service"

(United States)

Los Angeles to Baltimore Washington. Be warned about Southwest Airlines Early Bird check in feature. It has failed to work for me several times now. Your are required to pay an advance fee, which is supposed to get you a check in spot prior to the 24 hour advance check in. Instead, when checking in after the 24 hour time frame, you are assigned the next boarding place, which by then is far back in line. Better to just skip the fee and log in exactly 24 hours ahead, which we all know is a real pain. And if you try to get customer service to respond, be prepared for a 20 min hold on the phone, followed by a representative who could not care less. Southwest is fast succumbing to the fee-for-everything model, which in addition to their escalating prices, makes them just another airline with lousy service. I've been planning a switch for a time, now feels right.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLAS to BWI
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"Thank you Southwest"

(Canada)

I misplaced my passport on a Southwest Airlines flight from Las Vegas last week. I had not even realized it was missing until I received a call from a supervisor. She put me in touch with another staff member who made sure they sent overnight by courier to my Hotel. This allowed me to go home to Canada. Thank you Southwest.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLas Vegas to New Orleans
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"great customer service"

(United States)

My grandchildren flew to NY to see us (ages 8 and 12). Experienced flyers, but still children. On flight out, the steward on their flight went out of their way to walk the two to their next gate (Baltimore) even though they did not need to. Great customer service! But to top that, when getting ready to return home, the little one was sick the morning of the flight. We were not sure if he would be able to fly. So we called (knowing that we would be charged to change their flight, and probably a lot) to change departure date and time. When explaining why I was calling, I was told I could change the flight and pay the difference. I decided to give the little one some time and the decide. Needless to say, time made no difference. I called back and talked to a Supervisor who answered the call. She quickly told me due to a child's sickness, we could change at no cost. We checked flights and changed to two days later. Thanks Southwest - another example of great customer service. We travel a lot and will always use Southwest when possible.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKansas City to Albany
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"I will avoid Southwest"

(United States)

The flight itself was average but they did accomodate our group and we all sat in the back together. I'm currently on my way back to San diego and so far, not a great experience with the check in people telling my group 5 different things and thoroughly confusing everyone. Then boarding, we were all separated and no attendees to assist in any way. First flight: great attendees, bad luggage handling. Second flight: bad check in, attendees. Overall, I will avoid Southwest when possible.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSan Diego to Houston
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"last flights been nightmares"

(United States)

We have used Southwest Airlines for years, flying frequently. It was,at one time, a great airline. Our last five flights have been nightmares, basically delays causing missed connections and inept, impolite customer service on the ground in Kansas City, Houston, and New York. What has happened to Southwest Airlines? Now, instead of looking for flights on Southwest, I look for ways to avoid this airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhoenix to Kansas City
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"seems to be in serious decline"

(United States)

Southwest Airlines system apparently hacked on 10/11/15 forcing use of paper carbon boarding passes for entire family. Subsequently, my son who was returning to college the following week was unable to check in for boarding pass since they believed he had not flown the previous week. They wanted $200 more than was quoted on their website during ticketing to get on. My wife spent over 2 hours, including 45 min with a supervisor to no effect. Their response was to call customer relations on Monday morning which is 24 hours after the necessary flight. The bottom line is do not trust or rely on the Southwest Airlines website - it clearly is not accurate and do not expect anyone at Southwest to rectify a situation caused by their incompetence. We have used Southwest Airlines 15-30 times per year for the last 8 years. It appears we will have to return to Delta which offers the same flight for us and they appear to be improving compared to Southwest Airlines which seems to be in serious decline.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteChicago to Birmingham
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no