Southwest Airlines

✅ 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.

Not Verified | Flight attendants were so rude! Flying out of a small airport in Eugene, Oregon after hiking and the flight attendants were yelling at everyone to sit down before boarding was even complete. Passengers had smaller items in overhead bins which did not allow guests with carry-on luggage enough space. Multiple people were told very rudely they would have to check their bags. This is ridiculous behavior when passengers have paid to carry on bags. Flight attendants should be doing their job by helping passengers, not berating and embarrassing them while they are trying to board. These two flight attendants need a serious course in customer service and how to treat passengers with respect. Appalling.

Not Verified | I flew southwest airlines for a business trip in Orlando. Although I had a ticketed flight the airlines bumped me to a later flight. They did offer me a voucher for the delay in getting to my destination. Once at the airport at my destination I was told that my luggage was still in Baltimore. As I had a meeting that evening I arrived late for the meeting and was not properly dressed to do my best. I stopped to purchase some necessary items. When my luggage finally arrived, I was told I would get a voucher if I picked up the luggage at the airport, otherwise they would deliver. I received the luggage the next day at 7pm when I got in from work. I told SWA that they should provide compensation for the inconvenience of not having my luggage or files until day 3. I entered a complaint as the inconvenience is going so long without my clothes for 30% of my work trip. They have not responded to my claim since. The inconvenience is not having my luggage and paperwork. SWA, choosing travel consumers want a reliable airline and who stands behind delayed luggage, whether we return to airport to pick up or have delivered. Very disappointing not to even get a response to my claim.