Southwest Airlines

✅ Trip Verified | Horrible. 3 hr delay. Arrived at 2 am TPA. No meal vouchers. Tracked this plane all day #1842 SWA. Den. Columbus. Dulles. Midway. KCI. On time all day long. Plane arrives in KC but wait now the TPA plane is in Long Beach 3 hrs away what happened Southwest? You found out you could fill a plane by delaying passengers 3 hrs? Your gate agents lie! Weather Nope. Control tower nope. Called them out and proved wrong. Oh yeah. Got a $100 voucher on a future delayed flight. Cost me that much in airport meals for 3 hrs. Checked into my TPA hotel at 3 am. Why bother when breakfast was served at 6 am. Not the old Herb Keller airline it used to be. Pay the extra and fly with an airline with an upgraded logistics. Terrible service.

✅ Trip Verified | The employees were rude when I was confused about checking in my bag after getting an earlier flight, even though the confusion was due to what they told me. They can't even be kind to people for one simple mistake.

✅ Trip Verified | Purchased the Early Bird check-in for our return flight to Maryland after we experienced to be the last one to board going to Florida. It’s our first time flying Southwest airline so we didn’t know about the seating, A,B C groups they have. So on our way back we got the A group this time upon purchasing the early bird check-in so we me and my husband got the 7 aisle seats which is good and got the window seat for me and my husband got the aisle seat. It was pretty good until when I wanted to use the lavatory but I saw a woman standing near the front seats waiting for the other lady to come out from the lavatory. And after that, when she had her turn, a man stands up same spot waiting for his turn. The flight attendant didn’t say anything to them that it’s not allowed to stand in front waiting. When it was my turn I was just standing maybe on the 4 or 5 aisle waiting so I can use the lavatory. Now here comes the flight attendant telling me that I can’t stand in the aisle waiting. The way she told me was very rude. And she even told me to use the one that is all the way to the back. And why would I go all the way to the back when I’m sitting near the front lavatory. Even my husband noticed how she looked at us when she passes by our aisle. The crew should treat everyone nicely on the flight and not just to certain passengers.

✅ Trip Verified | My flight itself was great. From Cincinnati to Chicago we were offered a snack and a drink. I had asked for a diet Coke. I didn't get mine. I was skipped on that one. I got a snack though. I just thought they were busy so I let it go. Then from Chicago to Memphis we were again offered a snack and what we wanted to drink. I got my snack but again, I didn't get my drink. Luckily, I had a 20oz in my pure. Although it was hot, at least it was wet. I watched the airline worker give two bags of snacks to customers. Not a bag, it was about estimated 20 or more in a bag. It was huge. I thought so if you tell them you like the snacks, they give you 20 or more bags for free! I had to let them know when I was getting off the plane not only did I not get my drink on either flight I was on today. I guess I just looked like I didn't or was thirsty! I have had much better service on different airlines. Southwest is a thumbs down for me.

✅ Trip Verified | Flight attendants misguided me with wrong info. Burbank Airport uses old fashioned, outdated multi-level and steep ramps. There is a shortage of jetbridges at Burbank. Southwest, the primary carrier there, uses the ramps daily for many of their departing and arriving flights. I have a neuro muscular disability and use a mobility device, a rollator. I leave the rollator at the entrance to the aircraft. The flight arrived at BUR. I asked a flight attendant for a wheel chair at aircraft entrance to avoid the steep ramp. The attendant insisted that there’s nobody to bring the wheel chair up the ramp, that I must walk down. He denied the request. So he lied on company policy. I told the attendant that there’s wheel chair assistance by Southwest employees for getting down using the ramp to the ground. Another flight attendant said I’ll walk you down. So she told me the wrong Southwest policy too. Then she changes the narrative and say’s I’ll get a wheelchair, after I raised safety concern. There are other airline choices besides Southwest. I will consider another carrier for the next trip, since safety is important, and don’t need any games from Southwest crew members.

Not Verified | I wanted to express my gratitude to Jose at customer service. I knew nothing about procedures for tickets and flying and Jose answered all my questions and walked me through the process. I'm elderly and he was so patient with me. Southwest is lucky to have an employee like Jose. He is the epitome of customer service.

Not Verified | I Fly fairly regularly with Southwest and up to now my experiences with them have always been very good. Usually a reasonable price, Always good and friendly people to help out when something goes wrong. I once missed my flight out of Orlando at Christmas time - I was horrified but they managed to get me on another flight and although I had been really upset they made me believe it was not a problem to them at all. So to return to yesterdays flight from Houston to Orlando. Everything about the flight was fine, on time, seating etc great. But I have to say the flight attendant was amazingly funny. Yes they are all amusing and make the journey a little more pleasant but this guy - Alex was his name, was hilarious! I don't know why he is working for the airline he would be great at stand up! Anyway Alex thanks for the fun- it was a delight to spend a little time with you! This Flight was 407/363 from Houston to Orlando.

Not Verified | Customer Service was poor on my last flight. I was flying from Panama City to New York (LGA) with a connection in Nashville on a Saturday. My first flight was fine (in flight beverages and entertainment not great, but I have come to expect this with Southwest). My second flight got delayed 3/4 times before ultimately being cancelled at 8.30pm. Again, not usually an issue, but they were unable to rebook me until Monday. The service desk was not able to get me on a flight the next day at all and also wouldn't let me get on standby for any of the Sunday flights. I was willing to accept this, however, I had no place to stay in Nashville. When I requested a comped or discounted hotel room (especially considering I was going to need somewhere to stay for two nights) they declined siting weather as the reason for cancelation, therefore they didn't need to provide hotel accommodation. While I understand what's in their contract, it is an absolutely awful customer experience to be stranded in a city where you have no connections and are essentially forced to pay for a hotel or sleep in an airport for over 24 hours. I would have expected them to either pay for my hotel or try a bit harder to get my on a flight the following day and not two days later. When this has happened to me on other airlines, they have always provided a hotel room free of charge and tried their best to get me on a flight the very next day, regardless of the reason for the cancellation. I ultimately had to cancel my return flight and get a rental car to get myself home. (at an additional cost of several hundred dollars). I will think twice before booking with Southwest again. You could be out much more money than you planned if there is any unexpected weather.

Not Verified | Southwest has become the absolute worst airline out there. Inexplicable delays; terrible customer service; all around horrible. Will avoid them at all costs in the future.

Not Verified | After being stuck in Baltimore for 6.5 hours and being lied to and no help or answers while wondering the airport with a one year old girl and two year old boy, we finally got to Buffalo and to our destination at 3:30 A.M. when we should have arrived at around 7:00 P.M. desperate to get the kids right to bed we learned our luggage was ruined as if thrown in a pool because the airline left everyone's luggage in a very heavy rain. Medications were destroyed, study material damaged, sound machines ruined. Our luggage themselves smell now and are ruined, the list is long just to name a few. We filed a claim and the end result was " because we did not file a claim within 3-4 hours our claim was denied and they want to stand by that. Almost $3,500 in damage and we got offered a $50 and $200 voucher (for their airline of course) which went to $100 after i replied unacceptable. I would avoid this airline or get insurance if you can afford it because we could not and this was the outcome and this airline avoids responsibilities they are at fault for.

✅ Trip Verified | Outbound flight to FLL (737-800) was delayed by about 60 minutes. The flight was diverted to TPA to refuel because severe thunderstorms over FLL prevented aircrafts from landing. Flight finally landed in FLL at 02.20 am 3 hrs later than scheduled. The ICE worked flawlessly and I was able to watch a movie in its entirety thanks to the delay. The only negative: the plane wasn't cleaned properly. The trash bin in the forward lavatory was full and the paper towels needed replenishing. Inbound flight was on a 737 Max 8. Aircraft was very clean and there was plenty of legroom in Row 2. This is a quiet aircraft with curved overhead bins to accommodate all carry on luggage. On both flights, flight crew provided friendly, efficient no-frills service.

Not Verified | Horrible service, delayed, then delayed again. First time traveling with them and I will never make that mistake again. Claimed free wifi and movies as well and they didn't work for the flight. Do you self a favor and fly anyone else but them.

✅ Trip Verified | Manu I don't know if you will see ever this but there are no words that shall forever express my gratitude for your aloha that got me home. You don't know but you saved and changed my path of life when you helped me that day. I am forever grateful for you being placed there on that very day.

✅ Trip Verified | I have always loved Southwest. Everyone in my family has flown frequently on Southwest for almost 30 years. But lately they are earning their terrible customer service reputation. Our flight was horribly delayed, I strongly doubted the excuses they gave for the delay, but was pleasantly surprised that each of us received a $250 travel voucher for our inconvenience. However, when we tried to use them, they had already been used by a travel agency in China under the name “Ted Williams.” They are giving away so many vouchers for their own bad behavior that Chinese hackers are stealing them. I complained about how obviously this was not me, but nothing. Southwest phone and online customer service could not care less. Thanks for treating me horribly, getting my hopes up, and then letting Chinese hackers take my voucher. Great airline you have there, Southwest. In the early 2000s, I have no doubt they would have honored my voucher, but they simply don’t value customers any longer.

Not Verified | I am A-List Preferred. Southwest is a disappointment, but I don't think it cares. Under current management it is no longer customer friendly, its systems are antiquated and deficient, it is unreliable, it copiously blames weather to shield its shortcomings (which are many), and its employees are either disinterested or antagonistic. It certainly has earned its pathetic reviews by customers. Hopefully JetBlue will expand its operations westward.

Not Verified | Always happy with Southwest. Love that baggage doesn't cost extra and seating is first come first serve. I recently read that they are also going to begin allowing to move flights around same day if a seat is available or go standby at no charge. This policy only makes sense, if room is available and customer is at the airport why not let them get on a sooner flight. Also takes the stress out of running into an accident on the way to airport and get there late (happened where I missed a flight and ended up driving because I missed my flight!). Over past couple years, I've probably flown 5 times and every flight was as expected. I like the assortment of drinks (alcoholic and non alcoholic) but wish they had better snacks. Oh and glad to hear internet equipped planes will begin offering free WiFi (if I heard correctly).

✅ Trip Verified | Today I flew from Boston - Logan on flight #5231 to Chicago - Midway. The cabin staff service is very bad service. I required want go to restroom a lot time but staff still refuse, she talk to me in a very annoying way. I ask her name, but she don't answer because she don't have the name on her uniform while another staff service work with her have a name. I think she needs a customer service course again or southwest airline doesn't need such a bad staff.

Not Verified | Excellent customer service from flight attendants (very courteous). Pilot announcements were succinct and helpful. Comfortable flight overall and we landed a few minutes early.

Not Verified | Worst travel experience in my life! 3 of 4 legs of the trip were delayed by an hour or more. Delay of one portion caused me to miss my connecting flight, even though the staff knew that 2 of us travelers were delayed by SW. They closed the doors while they saw us running to the gate! Overall, my 4 hour flight was 21 hours to get home.

Not Verified | I almost always fly Southwest Airlines. I find them to be reliable and reasonably priced. I know what to expect in terms of uncomfortable seats and no food. My complaint is the growing number of pre-boarders. I pay extra for Business Select and a boarding number of 1-15. I'm not getting what I paid for when 30 (actual number on last flight) people pre-board ahead of Business Select. My solution is simple, board the 1-15 Business Select customers first, then the pre-boarders followed by the remaining passengers. If your concern is accommodating the legitimate wheel-chair passengers in the first row (bulkhead) simply block that row off. Charging extra for Business Class and not delivering 1-15 boarding as promised, if not fraud, is at least deceptive and leaves the Business Select customer feeling cheated.