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 1826 reviews
4/10
4 star Skytrax Rating
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1/10

"rudeness and disrespect towards me"

(United States)

Not Verified |   On 3/19/2024, I encountered an unexpected issue while attempting to check in for a Southwest flight at the airport. Despite having booked my flight a month in advance on 02/12/2024 for a family funeral trip scheduled from 03/19 to 3/25, I was informed by a Southwest agent that I needed a consent form from my sisters to travel with my minor niece and nephew. This requirement was unfamiliar to me, as I had previously traveled with the minors on Southwest Airlines without encountering this request. The interaction with the agent and their supervisor was disheartening, as they exhibited rudeness and disrespect towards me. Despite my explanations and requests, they did not show a willingness to review my travel history with the minors or consider the circumstances of my family's bereavement. Additionally, I was given conflicting information about the acceptance of a notarized letter from the minors' guardian, causing further confusion and inconvenience. I respectfully request a review of this incident, as it has caused distress during an already challenging time. I hope that this feedback can contribute to improvements in customer service and clarity of travel requirements for passengers, particularly in sensitive situations such as family emergencies. I had a difficult experience with Southwest Airlines, as I was unable to board the flight and encountered unhelpful customer service. Despite this, I received a refund. I then booked with American Airlines and had a positive experience. I will be choosing American Airlines for future travel.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFt Lauderdale to Montego bay
Date FlownMarch 2024
Ground Service 12345
Value For Money 12345
no
1/10

"taking our business elsewhere"

(United States)

Not Verified | We had to rebook flights the day before flying due to a massive snowstorm. Our direct flight was changed to a connecting flight, but the connecting city was closer to our point of origin, so we just hopped in the rental car and drove. Little did we know that hidden in the fine print is a "no show" policy. If you don't cancel your flight and just don't show up, they cancel all flights on your itinerary, including your return flight. It doesn't matter that you already purchased your seats. They will take your money or points and leave you without a flight. What's more, if you purchase the highest price points tickets, they will refund your points, but if you purchase cheaper seats, they take your points. This feels like a poor penalty to me. We have been loyal Southwest customers for 20 years, including the credit card. No more. We are taking our business elsewhere. Our 20 years of loyalty apparently means nothing to this heinous company.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePortland to Denver
Date FlownMarch 2024
Value For Money 12345
yes
4/10

"I’ll never fly southwest again"

(United States)

Trip Verified | I’ve flown bi-weekly for a year for work. I came back from a work conference this week with a bag one pound over the limit. I was told to pay $100 or to get a trash bag to check my items as a “separate package”. When I asked for a supervisor to clarify (since southwest allows for 2 free checked bags), the supervisor tried to guilt me by saying “you need to think of our staff who is on their hands and knees loading these bags. They don’t need to be moving overweight bags. Wouldn’t you agree? It’s unfair for a passenger to ask that of them?” Ma’am- it was one pound and I know your policy allows for heavier bags for your elite members. Do you pay the employee the $100 you asked me to pay if they have to “get on their hands and knees” to lift a bag one pound over? I’ve seen how these bags are handled. Southwest broke a family heirloom on my last flight with them because of how rough they are. Don’t try to make me feel bad because I was told to put my items in a trash bag and hope they arrived. I’ll never fly southwest again. I appreciate the supervisor’s ability to argue- but don’t act like it’s because the airline cares about their staff. It’s a way to make money. Google how much the airline industry makes in overweight bag fees, then tell me they do it to protect their staff.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteColumbus to Chicago
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"Worst airline in the USA"

(United States)

Not Verified |   Worst airline in the USA. Long time since I flew Southwest and last in a very every long time to come. Flights delays and cancellations are common bread now a days. Consumer satisfaction and priority no longer exists. This airline has stopped being an on time airline. Last time flew Southwest was 2021. Next time be sure it will be at least 2031 if ever. Southwest you lost a customer, will make sure none of my family or friends fly Southwest
AircraftBoeing 737 700
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMiami to Dallas
Date FlownMarch 2024
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 experience"

(United States)

Not Verified |   Horrible experience. Our original flight time was 11:30am. They delayed it to 2:00pm. We were fine until we arrived at the airport. They delayed our flight to 7:28pm! That's about 8 hours after we were supposed to leave. The weather wasn't even bad. It was beautiful outside and there was no storms at all. The delay was due to "Air traffic control" even though no other airline such as Delta or United had delayed or canceled flights. After waiting an hour at the airport, they cancelled our flight and would not give us a refund at first. We had a week long trip ahead of us that we couldn't go on because of Southwest. We also saw families of 8 going to Disney World Orlando and you can't get a refund from that either. Now we are trying to cancel everything we had planned for the trip. We lost a lot of money on this. I wish I could give 0 stars.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteJackson to Orlando
Date FlownMarch 2024
Ground Service 12345
Value For Money 12345
no
3/10

"terrible customer service"

(United States)

Trip Verified | I fly Southwest a lot and normally I am happy with the flight and the people so it saddens me to have to write this. I'm disabled and going to DCA I had to walk through the airport because the people pushing the wheelchairs were rude. Then to make it worse, I make it to the gate and the Southwest employee says "you can't walk down this shoe way to the plane" after I advise that I need a wheelchair. I was so embarrassed that I just sat and cried and when it was time to board I asked a passenger who was also disabled and received rude service if she wanted to walk together and help each other. Then to make matters worse when I was due to return the flight got delayed but nobody said anything. They just walking past us looking as if it was necessary for us to know what was going on. We waited almost 45 min to an hour before we could board. Just terrible customer service all around the board.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAtlanta to Washington
Date FlownFebruary 2024
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

“Worst business practice I’ve seen”

(United States)

Trip Verified | Worst business practice I’ve seen. They canceled my flight and did not notify me. The only explanation they gave was, it was a glitch in their system. Found out I had no flight when I tried to check in. When I eventually got ahold of someone the only choice they gave me was to rebook my flight at a much higher price.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAlbuquerque NM to Panama City FL via Houston
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"I did not get a reply"

(United States)

Trip Verified | This review is for the Southwest hotel concierge. I usually book hotels through Southwest for the rewards points. On the last booking of 12/23, I was charged an additional $900+ the day after checking out. I made two inquiries to Southwest as to why and the first response was a link to understanding hotel charges. The second expressed concern, asked for proof, which I sent a copy of my credit card statement, and was told to expect a reply answer in 3 to 5 business days which never came. I replied to this email 3 weeks later asking for an update and then 2 weeks after since I did not get a reply, nothing yet. All I asked was for a reason as why the double charge. I'm a person of habit and been flying only Southwest for at least 20 years. I will probably continue using the airline for flights, but not their extended services.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePortland to El Paso
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"the worst flight attendant"

(United States)

Not Verified |   We had the worst flight attendant on flight 1735, we were told that if we paid extra to board early we can save seats for our family members. The flight attendant was so rude and said that the person at the ticket counter wasn’t a flight attendant. She then signaled people to sit on the seats we were saving for 2 family members, one of us is disabled and the other one is partial medical injured. She was so condescending and rude, even made a comment that “if I can stop being Interrupted, I can get back to my introduction” - not the attitude of a flight attendant. I’m beginning to think that these flight attendant’s instigate negative energy in order to create a hostile atmosphere so that they can kick you off the plane if you say something. This one needs to go home or at least some rest. Not an enjoyable flight on our way to a family funeral.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOntario to Cancun via Phoenix
Date FlownFebruary 2024
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

"disappointed with the flight attendants"

(United States)

Not Verified | I was very disappointed with the flight attendants. They were complaining about their lack of pay and that they didn’t get paid equally to the pilots. They were also complaining about the fact that they didn’t get paid until the passengers were all seats and the door was closed. I don’t think they should have been complaining about the airline not taking care of them. Let alone in front of customers. This went on for almost the entire 3 hours of the flight. It must be a big problem as the connecting flight was also a discussion the same topic. I really didn’t want to hear about their problems of work. I did contact customer service to find out that they were not willing to listen and referring me to the airline website. So I did, only to receive an automated email back. Stating they were sorry for any inconvenience. Needless to say I am not going to make the return trip with this airline. It may cost more but I guess you do get what you pay for. I just wanted to give a little feedback to the airline. They are just like a lot of other companies “ it’s all about the dollar, not the customer experience.
AircraftBoeing 737
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAtlanta to Colorado Springs
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no