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 1832 reviews
4/10
4 star Skytrax Rating
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Southwest Airlines customer review

(United States)

I fly Southwest a lot even though I don't like their cattle car boarding procedure. My latest problem with them is their customer service or lack of. I had a flight scheduled from Little Rock to Houston which was delayed 50 minutes so would miss my connection in Houston. Called to reschedule for the next day and was told I would have to pay an extra $170 for changing my flight. They offered no help and insisted I would have to pay the upgrade fee even though they had plenty of seats on flights the next day. If the flight had been delayed an hour instead of 50 minutes they would've changed my flight free!
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service N/A
Food & Beverages N/A
Value For Money 12345
no
4/10

Southwest Airlines customer review

(United States)

Badly handled 3-hour delay CMH to DEN flight. This is the first time in my history with Southwest so I don't know who to blame for the misinformation lack of information and lack of concern from the CMH ground personnel. Obviously my unfailing praise for Southwest has been tempered. I hope they do some personnel training so future passengers are treated better. Date of this was 5/20/13.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Value For Money 12345
yes
na

Southwest Airlines customer review

(United States)

Southwest airlines was able to give me the worst experience I ever had flying in an airplane which is very difficult considering I am on a flight 3-4 days a week. This was on Flight 110 from FLL to BNA on May 20 the flight was initially delayed for a short period of time due to ground delay and then a ground stop. However 60 minutes into waiting on the runway the flight had to return to the gate because they were out of required fuel. I have spent my share of long waits on runway but never had a flight turnback for fuel for a delay of 60-90 mins. This speaks about Southwest's abject lack of focus on customer service and complete focus on economics. The flight pushed back from gate after 1.20pm even though the gate was closed 5-10 mins before it and its now 3.03pm we are parked at the gate waiting for fuel refill. There hasn't been a single word or indication of when the expected time of departure or ETA is and the flight staff seem to be only smiling at our misery.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages N/A
Value For Money 12345
no
10/10

Southwest Airlines customer review

(United States)

RNO-ONT-RNO. All flights on time if not a little early. Staff pleasant ground crew pleasant. Made a brief stop in Vegas on the way to Ontario and a brief stop in Oakland on the way back. Very quick turn around times. Full flights on all sectors and staff even managed to do a quick beverage service on a 35 minute flight. Southwest has a good product and I will continue to be a pleased customer.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
yes
10/10

Southwest Airlines customer review

(United States)

Take Southwest weekly from Portland OR to Las Vegas. Flights in the morning have been on time. Late night returns have run from 45 mins to 2 hours delayed. Flight crews are excellent and professional. 4 non-stops between Portland and Las Vegas during the work week 2 bags checked bags free and no change fees keep me a loyal customer. Besides the later return flights and Southwest frequent schedule changes I have nothing but praise for this airline.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
yes
na

Southwest Airlines customer review

(United States)

Columbus ticket counter was rude and condescending. Flight was delayed getting to Chicago. On leg from Chicago to PDX our previous flight delay made us the last to enter the plane. We were traveling with a 6 week old baby and a 4 year old. The flight crew did not try to help us by asking people to move seats so we were separated for the flight. It was a terrible experience. It has been a while since we flew SW but I can say that we will avoid this airline as much as possible.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
no
9/10

Southwest Airlines customer review

(United States)

Excellent fare! I flew round-trip from DAL (Dallas Love Field) to SEA (Seattle) for $228. round-trip. All flights arrived within 10 minutes of scheduled times. The flights in both directions stopped in Albuquerque. Inflight service was consistent. We had crew changes in ABQ in both directions. Although all crews were fine some were better than others.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
yes
10/10

Southwest Airlines customer review

(United States)

We had an issue with our tickets and time our flight was to leave Indy Southwest had cancelled our original flight but had not notified us that our flight was leaving at 6.45 vs 8.10 therefore we missed our flight. The Southwest staff at Indy were very apologetic and helpful they placed on the next flight out which was a direct flight bought us breakfast and gave us vouchers to use in the future. Flight crew on this flight were excellent!
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
yes
10/10

Southwest Airlines customer review

(United States)

I have taken several flights recently from Denver to Burbank CA. Each time we left on time and usually arrival ahead of time. The Early Bird Check-in is well worth the few dollars. Having two free bags to check-in enabled me to avoid the part I usually dread - hoisting the bag into the overhead locker. The customer service was great! The other thing I really appreciate is having porters at the airport to check in the bags.
Seat TypeEconomy Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Value For Money 12345
yes
na

Southwest Airlines customer review

(United States)

Horrible experience we sat in the plane for an hour only to realize that the flight was cancelled because a small plastic emergency sign would not illuminate! I suspect there was more to it than that because the plane was empty on around 20 people on board. Everyone on board suspected that they cancelled this flight because it was empty. There were no more flights out that night and we had to be in Phoenix by 7:30 am for a competition. So after getting the cold shoulder from the front desk and a voucher that she was to lazy to put in my name and she couldn't refund our flight! (we had to do that the next day). We drove all night to make the competition the next morning.
Seat TypeEconomy Class
Seat Comfort N/A
Cabin Staff Service 12345
Food & Beverages N/A
Value For Money N/A
no