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 1601 reviews
4/10
4 star Skytrax Rating
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7/10

Southwest Airlines customer review

(United States)

I fly Southwest all the time but this particular trip was not so great! I found a really cheap flight with a 1 hr layover which turned into a 3 hr layover. Because my original flight destination time was so late a 3 hr layer had me arriving at 2am when all public transportation (which I use) has ended. I think I should have been compensated for my transportation to the city.
Seat TypeEconomy Class
Value For Money 12345
yes
10/10

Southwest Airlines customer review

(United States)

As a former Northwest/Delta Airlines customer (exclusively) I may be easier to impress. Southwest recently started direct flights between Phoenix and Minneapolis. We purchased tickets in May at what we considered to be very reasonable fare for a roundtrip to celebrate our grandson's second birthday in Minneapolis. My father passed away two weeks prior to our scheduled departure. I called SW seeking assistance. After a brief discussion regarding the circumstances and flight availability the associate announced a fee of $783.00. With the shortest of pauses (I was choosing an appropriate reaction) he asked me to hold while he consulted with a Customer Care agent. A few more questions resulted in a change in three of the four legs of our trip for a total cost of $10.
Seat TypeEconomy Class
Value For Money 12345
yes
9/10

Southwest Airlines customer review

(Australia)

I flew SouthWest a number of times between US cities and really like the product they offer. It is low cost and I didn't experience any hidden surprises. I also like the no fuss nature the airplane comes in people get off the next lot get on and it takes off again. It’s great if you just want to get from A to B. The two checked bag allowance is a win as I arrived in the US on an international flight with 2 bags so it was helpful to have these included without additional cost (as many/all other US airlines charged). I will continue to fly SouthWest when I visit the US.
Seat TypeEconomy Class
Value For Money 12345
yes
10/10

Southwest Airlines customer review

(United States)

I've been a Rapid Rewards member since 2000 and have spent time on the A-List (but not there currently.) SWA has consistently been above and beyond all other airlines I've flown (AMR Delta Continental) for customer service and they are much more likely to be on-time and not pulling booking shenanigans. Transparency on the (minimal) fees is a giant plus.
Seat TypeEconomy Class
Value For Money 12345
yes
10/10

Southwest Airlines customer review

(United States)

I fly SouthWest constantly - they aren't perfect but employees are cheerful legroom and storage room at your feet is better than other airlines bags are free and there are no change fees if you need to change a flights.
Seat TypeEconomy Class
Value For Money 12345
yes
na

Southwest Airlines customer review

(United States)

I am done with Southwest. I just got screwed by the inability to change a passenger just like so many others recently. The agent said they have been telling people about this for some time. News to me. As soon as I can arrange it I'm paying off my Southwest credit card and sending it and my rapid rewards card to them in pieces.
Seat TypeEconomy Class
Value For Money 12345
no
na

Southwest Airlines customer review

(United States)

Extremely disappointed in Southwest's recent changes to the policy on the inability to change a passenger name once the ticket has been purchased. I bought a ticket for an employee before this policy took effect who was not able to make the trip. Since then SW started supposedly "enforcing a policy that has been in place" without any sort of notification. Now I'm out almost $500 because they won't refund the ticket or allow me to use the credit for another passenger - even if it's just transferred to my name. Their reason when I filed a complaint? "a proactive step to align our business with the general practice of the airline industry" So it seems SW is in fact purposefully intending to become just another airline. The really upsetting part is that only a week or two earlier another trip for an employee had to be cancelled and I was able to use the flight credit for someone else. Suddenly I can't. No notification at all. I get emails just about every other day from SW advertising their "get- away" deals; couldn't they have simply sent out an email letting us know their policy was going to go into effect? I was an extremely loyal SW customer but they've lost my business for good. I know I'm only one of many people this has affected - they told me as much when I called to complain.
Seat TypeEconomy Class
Value For Money 12345
no
na

Southwest Airlines customer review

(United States)

Terrible customer service. I purchased tickets for my employees to take a trip in October 2011 and one of the employees can no longer go. This trip has been planned 5 months in advance. Southwest will not let anyone else use the ticket even though we gave 5 months notice. They would not allow any name transfers. Only the named employee could use the ticket no else could go in her place. They would only refund if they were given a copy of a death certificate of the employee.
Seat TypeEconomy Class
Value For Money 12345
no
10/10

Southwest Airlines customer review

(United States)

Travelled SW for the first time because my son gave me and my husband SW giftcards so we booked a trip to Vegas. We paid the extra $10. each was for early bird seating we got A section between 15 and 30 that was good. I think if you are flying as a couple it is worth the extra so you can sit together. I hear some people are saving seats for their partner which I find to be cheap. Anyway to and from Vegas we had good flights I liked choosing my seat. I will fly SW again as long as SW stays with limited extra fees. I used to fly Continental only but they have imposed more fees than I care to read about. Keep up the good work SW and we will stay loyal to you.
Seat TypeEconomy Class
Value For Money 12345
yes
3/10

Southwest Airlines customer review

(United Kingdom)

Boston to Norfolk via Baltimore early morning. Boston to Baltimore fine but probably only because the flight was nearly empty and I could sleep. Legroom better than on other legacy carriers. Baltimore to Norfolk a horror. A very loud stewardess with a grating Southern accent spent the whole flight on the PA yelling about seatbelts how no drinks would be served due to turbulence (there was no turbulence) how no one could get out of his seat due to turbulence (there was no turbulence) how cute all the screaming babies onboard were and lastly in signature creepy Americana how there were soldiers or something onboard so to give them a loud round of applause for their service. So loud applause and the obnoxious loud flight crew prevented me from getting any sleep on the flight. I understand Southwest has a particular style - a kitsch-laden obnoxious style. It's not for me. At least the bags were free.
Seat TypeEconomy Class
Value For Money 12345
no