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 1085 reviews
5/10
3 star Skytrax Rating
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10/10

"Staff did an excellent job"

(United States)

Trip Verified | Nashville to Denver. Staff did an excellent job keeping the trip light, and fun. They were happy to help accommodate the needs of many travelers and were professional in their work. 10/10 review, way to go y'all!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNashville to Denver
Date FlownJanuary 2020
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 disability service"

(United States)

Not Verified | Denver to Washington. Great airline, their flight attendants were friendly, service was fast, beautiful airplane, clean, and not run down. Great disability service.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDenver to Washington
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"I was very disappointed"

(United States)

Trip Verified | Las Vegas to Milwaukee. First time trying the on-board 'live TV' and 'wifi' service. Live TV Service was miserable - unable to use it at all. Service either wouldn't start, or when it did, would only play a couple of seconds and then quit. Tried the wifi instead, and while I was able to read a couple of E-Mails, the service was too slow to be useful for anything else. I was very disappointed.
AircraftBoeing 737-800
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Milwaukee
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"Very unsatisfying"

(United States)

Trip Verified | San Jose to Denver. Customer service was terrible. I always get to stand in family boarding line with my two kids since I’m flying alone with my kids. My kids are ages 13 and 7. The lady at the door made me get out of line with my kids and did not allow me to get on the plane with family boarding. I’ve never encountered this problem before and I did not appreciate her separating us. We had to sit away from one another and my daughter cried in the plane the whole flight. I hope that makes the damn door lady happy. She must not have kids. Very unsatisfying customer service today.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Jose to Denver
Date FlownJanuary 2020
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

"you must be in uniform"

(United States)

Trip Verified | Las Vegas to Austin. Warning to Active Duty Military! Their boarding policy regarding us is you must be in uniform. However they are wish washy when it comes to this policy. Some flights I get on after A group it’s the family boarding and some I’m turned away. Even with my Military ID.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLas Vegas to Austin
Date FlownJanuary 2020
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

"can't pick up my minor from the gate"

(United States)

Not Verified | It would have been nice to know that I actually can't pick up my minor from the gate as promised by Southwest Airlines. After everything closes at Will Roger's you cant go any further then the ticketing area. I specifically called Southwest and asked if I pick her up from the gate and they said yes. They said nothing about if TSA is closing you have to wait outside. This is the first time my little girl has flown alone and I gave her specific Instructions to wait for me at the gate not the front of the airport. A little disappointed that this was not mentioned. I was not the only mom waiting for their minor that was upset by this. I know we all looked through the instructions on how to fly a minor , but when I call to ask a specific question to the airline to make sure I didnt miss anything, nothing was mentioned about TSA closing and possibly not being able to pick up minors from the gate.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteColorado to Oklahoma City
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"absolutely no longer fly them"

(United States)

Trip Verified | Houston to Denver via Dallas. I've even had better luck flying on United, and that's saying a lot considering United's abysmal reputation! To begin with my stories - Most recent flight, October 2019, Denver back to Houston: Unremarkable flight. Southwest check-in agent in Denver who collected my checked baggage was "mechanically" professional but lacked much in the way of personality. Upon arrival at Houston, baggage was oh, so slow to come out! Second most recent flight, October 2019, Houston via Dallas to Denver: Southwest check-in agent in Houston who collected my checked baggage was "mechanically" professional, again. Gate agents in both Houston and Dallas acted quite bored, honestly. I didn't notice the splotches of dried drink, food chunks and blood (yes, that is correct, blood) surrounding my seat until I sat down, and I had to sit down because I was one of the last people to board the plane. I sent Southwest a scathing review of that flight and got a $75 credit for a future flight for what it's worth. Third most recent flight, May 2019, Austin to Albuquerque then back to Austin: Any Southwest staff I interacted with at either airport couldn't be paid enough, it seems, to even bother to pleasantly interact with staff. That said, I remember the pilot on the first leg, from Austin to Albuquerque, trying to engage the passengers, so good for him! Fourth most recent flight, October 2018, Dallas to Louisville: The man who checked in my baggage at the curb barely said a word or even grunted, and even fairly forcefully threw said baggage onto the carousel even after I had told him that I have fragile items within! No "thank you," no "this is your ticket and go this way to your gate," nothing! Southwest's overall concept of customer service has plummeted over the last decade, and, after October 2019, I'll absolutely no longer fly them unless they are significantly cheaper than any competitor.
AircraftBoeing 737
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHouston to Denver via Dallas
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"most genuine employees"

(United States)

Not Verified | St. Louis to Seattle. Our flight was delayed by two hours but as I sat in the waiting gate I witnessed some of the most genuine employees of Southwest. I was sitting in gate E24 near the “help desk” and couldn’t help but overhear the employees talking. Anytime an employee walked by or came up to the help desk they were greeted with a big smile and a hug. They asked everyone how their holiday was, how their family was and just how that person was doing. It was so nice and sincere and you could tell they really cared and everyone got along well. Not only were they kind to each other they were also so kind to every single customer they had even people who were frustrated and not so nice. Usually, employees gather around and talk bad about the really annoying customers but none of them ever did. Everyone seemed to be in a really good mood and it was really nice to see such good, happy employees.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSt. Louis to Seattle
Date FlownJanuary 2020
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

"Thank you for everything"

(United States)

Not Verified | I want to point out how amazing their staff did with all of the 1st communication. 2nd and how much i had faith in them. On December 28th I was supposed to fly out of Denver into Dallas then onto Amarillo, and at that time Denver had just gotten some snow and cold weather, and the first thing they addressed was that I might not be able to get on my second flight to Amarillo because the time frame was to small, being that they would like more than an hour between, I had about 45 minutes in between, and the time just kept getting shorter and shorter. So we rebooked my flight for January 1st - on January 1st, I was about 20 minutes away from missing my flight, maybe less, but I was aware that they said my luggage may or may not be there when I get to my final destination, in Amarillo, because of how short of time there was. But now that my flight is over I do indeed have all of my luggage, I would just like to applaud Denver International airport with the highest standards forbeing so communicative. Thank you for everything that y’all have done on my little journey!
AircraftBoeing 737-700
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDenver to Amarillo
Date FlownJanuary 2020
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

"the most wonderful experience"

(United States)

Trip Verified | Detroit to Phoenix. Had the most wonderful experience on my flight home today, with today being a holiday and an early Flight I was not looking forward to traveling especially with a sleepy and grumpy toddler but the flight attendant James made a dreaded experience into a relaxing, stress free and comical adventure. He was upbeat, kind and friendly and engaging with my little one and his humor aboard the flight made me laugh and feel at ease. It’s the little things that makes the difference and he nailed it. The icing on the cake he said goodbye to my daughter and still chatted with her and he got Lucky and she blew him a kiss. Anyone who crosses paths with him is indeed lucky, you will not be disappointed.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDetroit to Phoenix
Date FlownJanuary 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes