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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1/10

"we were displaced around the flight"

(United States)

Trip Verified | Horrible, we booked as a family of 10, expected to get together, and paid more than the standard flight ticket. Unfortunately, we were displaced around the flight, and they had no priority. Never do any group booking and advertise to family and friends. It’s just like Spirit Airlines, but a little bit of cushion on the seat, free bags, and a couple more inches.
AircraftBoeing 737-800
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhiladelphia to Houston via San Antonio
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
10/10

"never fly another airline"

(United States)

Not Verified |  Mary At customer service just hung in there throughout the worst cell phone reception I’ve experienced in my life ! to get our tickets done. Just incredible patient and determination. Pair that up with no luggage fee and no change fees I will never fly another airline as long as Southwest has the route!
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Diego to San Jose del cabo
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
yes
7/10

"friendly no-frills service"

(United States)

Trip Verified |  On time departure and arrival notwithstanding a midflight medical emergency which appeared to have been resolved prior to landing in FLL. Outbound flight on 737-700 and inbound flight on 737-800. ICE worked flawlessly on both flights. On both flights, flight crew were courteous and provided the usual Southwest friendly no-frills service.
AircraftBoeing 737-700 / 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Fort Lauderdale
Date FlownDecember 2023
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

"had the worst flying experience"

(United States)

Trip Verified | We had the worst flying experience of our life. We were greeted by employees who were completely unhelpful yelling at as for using the wrong kiosk and rather than help, made rude remarks. A lost every flight we were on got delayed. We flew out of the Philadelphia airport and showed up over 2 hours early for our flight the airport economy parking is partly shut down for rehab. There was zero signs to direct us to the new entrance we had to follow a shuttle bus after attempting to circle the airport 4 times. We made it to the check in with 45-50 min to take off. As I explained the south west employees treated us like trash. My wife is 28 weeks pregnant and was almost in tears. We missed our flight and the only decent employee we encountered was the one at the gate who quickly rebooked us.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePhiladelphia to El Paso
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
2/10

"unnecessarily rude to a passenger"

(United States)

Not Verified |   A flight attendant was extremely rude to the elderly, wheelchair-bound passenger seated next to me for unzipping her dog's crate just enough for him to stick his head out. The crate was on the floor beneath the seat in front. Rather than politely telling her that the case must be fully closed, he treated her like a child and loudly demanded that she close it immediately. I was appalled that a Southwest employee would be so unnecessarily rude to a passenger.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAlbuquerqe to Dallas
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
1/10

"they treated me like garbage"

(United States)

Not Verified | I always travel by Southwest and the treatment I received in Puerto Rico was the most unpleasant. I am disabled with a wheelchair and they treated me like garbage. It was the worst experience I have had with this company in the check-in area where people leave their luggage. Those who were there on Saturday at 3:30am should not be working with clients. The rest of the trip was very pleasant once we left Puerto Rico everyone was very friendly. Siempre viajo por Southwest y el trato que recivi en Puerto Rico fue el más desagradable soy impedido con silla de ruedas y me trataron como basura fue la peor experiencia que e tenido con esta compañia en el área de check in donde se deja el equipaje las personas que estuvieron allí el sábado a las 3:30am no deberían de trabajar con los clientes el resto del viaje fue muy agradable una vez salimos de Puerto Rico todos fueron bien amables.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Juan to Columbus
Date FlownDecember 2023
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

"perhaps do not like their job"

(United States)

Not Verified | Flight 623 from Phoenix to Greenville/Spartanburg with change in Atlanta on December 20, flight attendants perhaps do not like their job or had a bad day before, whatever, very unpleasant. Glad to have a different flight crew upon return.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePhoenix to Greenville/ Spartanburg
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"commended for his excellent service"

(Jamaica)

Not Verified | We were gifted with a very professional and kind male purser (unfortunately I didn’t get his name) on Flight # 273, date travelled December 23rd, 2023; we have never seen such superb service on Southwest Airlines before. The kind and exemplary behavior towards the elderly was superb; we observed how patient and attentive he was to them as well as the other passengers; he even walked thru after serving us, to ask us if we were “OK” and needed any thing else. This was a true example of what great customer service should be and he should commended for his excellent service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKingston to Orlando
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"efficient no-frills service"

(United States)

Trip Verified |   Round trip to DCA for a wedding. Both outbound and inbound flights were on 737-700. Outbound flight to DCA was uneventful. Smooth flight all the way to DCA. ICE worked flawlessly. There was plenty of legroom in Row 1. The only negative was the bathroom could have been cleaner. Inbound flight to DAL was delayed by about 25 minutes. The window seat in Row 1 is very uncomfortable. ICE worked fine on this leg too. Bathrooms were cleaner. On both outbound/inbound flights. On both flights, flight crew provided friendly, efficient no-frills service.
AircraftBoeing 737-700
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Washington
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"No early bird needed"

(United States)

Not Verified |   I purchased airfare for my family traveling with small children. I purchased early bird seating so that they would be able to sit together. I have since found out that there are boarding procedures which allow families to sit together. No early bird needed. It doesn't say this anywhere on the website. I asked that the early bird purchase be refunded. Nope, sorry, we don't do that. I am an a-list member and usually fly Southwest. Not anymore. I'm going for Delta.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAtlanta to Denver
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no