Southwest Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 854 reviews
5/10
3 star Skytrax Rating
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1/10

"not interested in helping me"

(United States)

Trip Verified | Boston to Dallas via Houston. I have been contacting Southwest Airlines to get my check-in bags which was sent from Boston to Dallas. They canceled my flight my connecting flights initially and I was stuck in Houston for hours asking for another flight before I was given another flight to Dallas which got a layover of 7 hours in Oklahoma City. When I reached Dallas, they have no idea where my checked-in bags are. Tried contacting baggage claim office. They were not interested in helping me. Tried contacting customer care. They couldn't help either. Tried contacting baggage office last 24 hours multiple times, but no answer. I am stuck in this city with no clothes and I have to leave from here tomorrow. Now they have ruined my trip and my new agenda for today is to take an Uber and go to the airport which is 20 miles away and check with them if my bags have reached.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBoston to Dallas via Houston
Date FlownDecember 2018
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

"stranded me at 2 different airports"

(United States)

Trip Verified | I have been trying to get home for the last 36 hours. Weather delayed my flight at first (which is obviously not their fault) but then the aircraft landed us in a different state, kicked us off, left our luggage and left us. I was then thrown onto a random flight that wouldn’t even be getting me home. I arrived in the middle of the night and they gave me no ticket to even get home. After I went to the counter to get a new flight home it would be another 18 hours before I could board. My luggage was left behind in the other state because of their sloppy work of throwing me onto a different flight at random and I have no clue when I will be getting it. My father is now driving 4 hours to pick me up because Southwest has stranded me at 2 different airports and gave out no hotel vouchers. Therefore I have been in airport chairs for the last 16 hours and I have 13 more to go. Bless my dad for stepping up!!
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteDallas to San Antonio
Date FlownDecember 2018
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

"never fly Southwest Airlines again"

(United States)

Trip Verified | Phoenix to Cleveland. I will never fly Southwest Airlines again. You get up early to check in so you may have the luxury of choosing a seat and if you're traveling with loved ones being able to sit next to them. Well my partner and I got a B boarding pass 35 + 36. When we finally get to board we see these personal items of somebody's placed on two rows of seating. When my fiance and I go to sit down we are told those seats are being saved for someone else's family members. Obviously those family members did not get up to get a higher boarding number. When I asked the stewardess if that was allowed the stewardess replied we don't regulate the seating. Needless to say my fiance and I we're separated during a very long flight. Also we ordered drinks and the stewardesses sat in the back giggling and laughing with each other rather than doing their job we didn't get our drinks until we had to ask them not once but twice. I have been a faithful Southwest customer so has my mother two sisters aunt and many cousins I have told my whole family about my experience and we all agree to never fly Southwest again. Next time I need to fly I will pay the extra money and Fly Frontier Airlines that way I'll pay an extra couple of bucks but at least I know I'll be sitting with the person I'm traveling with and where I want to. Southwest Airlines you've got a lot of cleaning up to do and until then you just lost a lot of business from my family
AircraftBoeing 737
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RoutePhoenix to Cleveland
Date FlownDecember 2018
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

" not worth the money to pay extra"

(United States)

Trip Verified | Tulsa to Houston via Dallas. I pay extra for Business class every time to board first. Southwest boards all the pre-boarding first and places them all in the front rows. It’s not worth the money to pay extra! Fly American where you know what seat you will be in. It’s absolutely a rip off to pay the extra when the first 4 to 6 rows are already filled up when you get on. Then they try to give you one free drink if you will move seats. Not trying to be an asshole, but the people who preboard don’t pay extra. It’s ridiculous to pay extra when you get nothing from it. I fly at least twice a month and now I know why I don’t fly with them very often.
AircraftBoeing 737
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteTulsa to Houston via Dallas
Date FlownDecember 2018
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

"Never again will I fly Southwest"

(United States)

Not Verified | Baltimore to Los Angeles. Traveled with 17 month old daughter and husband. We got a red eye flight. Daughter was not having it and started screaming crying for about half the fight. One flight attendant in particular kept questioning me if this was our first time flying and why my daughter was acting up. I told her she’s 17 months old to which she replied “In my 20 years of experience experience, I’ve traveled with a lot of toddlers.” Made me feel as if something was wrong with my daughter or me being a bad mother. Never again will I fly with Southwest. I’ve heard bad experiences from family and friends that traveled with Southwest, but now that I have experienced it myself, I’ve had enough.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteBaltimore to Los Angeles
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"fly Delta next time"

(United States)

Not Verified | Orlando to Nashville. I arrived at the airport 3 hours prior to my boarding time. Once I checked in I was notified that my flight was delayed. No big deal. Then it was delayed 3 more times. Then it was canceled. I understand that it was raining when I arrived at the airport, but according to the radar there was no serious weather conditions at my current location nor at my destination. Other Southwest planes were leaving left and right. I tried calling customer service, but was put on hold and never got in touch with a real agent. Everything was automated. I’ll fly Delta next time.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteOrlando to Nashville
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"retrain your staff"

(United States)

Trip Verified | Orlando to Philadelphia. This is our first time flying with the SouthWest airlines, but I wasn't happy coming back from Orlando,FL - Philadelphia,PA. Check in staff told us that we can board as a family of 5 together. But boarding staff was rude and unpleasant not letting us in, because apparently SouthWest has policy that family can board together only with kids 6 and under. I have a 10y.o.kid and we were scalded and shouted on us many times in front the other people that we just would like to cut the line with small children. She didn't had any rights to humiliate me and my family like this. It wasn't handled this situation intelligent way at all. After this we were seated the last ones on the airplane and basically all of the seats were taken. Our family was scattered all over the airplane, because South West have open seated option. I was surprised that they found two seats for me and my 10 yo.son. I'm not sure what the management thought by this decision, but many families on the airplane was unhappy. I would recommend changing it. People didn't wanted to switch the seats and everybody felt like imprisoned for a couple of hours. I'm happy that it was 2h 25min. flight and never buying cheap tickets anymore from this airline. You should change a lot in your policies and retrain your staff how to handle conflict situations with customers.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteOrlando to Philadelphia
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"attendants were so amazing"

(United States)

Trip Verified | I just got off flight 9 to San Diego from Austin and the three flight attendants were so amazing. My 18 month old daughter was very fussy and not wanting to sleep and the three flight attendants were quick to help! The FA's offered to walk her up and down the plane for me, made sure we had plenty of juice, and kept us supplied with crackers and even made a makeshift baby rattle for her!!Hands down the best service I’ve ever received during a flight. Normally I would’ve felt embarrassed or judged but they didn’t. I will definitely be only flying southwest from now on!
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteAustin to San Diego
Date FlownDecember 2018
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

"amazing customer service"

(United States)

Trip Verified | Washington to Orlando. Flying Southwest was affordable, amazing customer service, very easy check-in, and TSA preferred is delightful. If Southwest is flying to my destination, it’s my first choice.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteWashington to Orlando
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"extremely disappointed"

(United States)

Trip Verified | Oakland to Las Vegas. It was over an hour late it took forever to board and then once it boarded we proceeded to sit at the gate for 30 minutes because of a missing bag from another flight. I am extremely disappointed, I’m still sitting here at the gate this very moment. Will think long and hard before I fly Southwest again.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteOakland to Las Vegas
Date FlownDecember 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no