Southwest Airlines

Not Verified | Southwest lacks courtesy commonly practiced by a multitude of airlines. Canceling flights with short notice, sending serial text messages that confuse any intelligence. Attendants unable to enlighten customers where their luggage disappeared the day before and where can it be found the next day. An outstandingly negative overall experience.

✅ Trip Verified | Southwest Airlines has taken a nose dive and crashed and burned over the past 6 months. Their customer service is a joke with 90 + min wait times. I've flown 23 times with them this year and half of the flights have had major issues. I have had 3 delays over 7 hours. 3 cancelled flights. No way to get anyone on the phone with 90 min wait times. I've flown SWA religiously for 13 years and will never fly them again. I cannot handle the delays and lack of customer service any longer. Avoid this airline at all costs.

✅ Trip Verified | Better than walking but not much faster. An hour and a half after we were supposed to depart, we are still sitting on the tarmac, listening to repetitive lies about 10 more minutes.

Not Verified | Very disappointed in the customer service and lack of communication. Southwest verified and ensured that a pet could fly under their policy with the owner during his move to another state. Seems it was a very different story when they showed up in person. Owner was faced with abandoning the pup or not seeing his family.

Not Verified | I used to have no issues with this airline, until the last few flights I had with them. I upgraded my ticket to sit in row A, the very front row. During the whole flight I can over hear the flight attendants conversations, all they talked about was the passengers in a very rude way. Just gossiping about them all not knowing that the first row can hear every word they said! I looked at one of them in the eye when I heard them talking trash on the passengers, and he quickly smiled at me and changed their conversation like if nothing was said, he knew I heard what they were talking about. Very unprofessional. The next flight that day I would have to say that the flight attendants were a ton worse! I got yelled at for lowering my mask to eat a snack, in his words "You have to raise your mask above your nose in between bites and while you chew", I have never heard of that rule until this flight. Later that flight I fell asleep and was rudely woken up by the guy because my mask was at the tip of my nose (not under) and they threatened to "get the captain involved" I said go ahead. Keep in mind I'm not against masks, I'm against harassing people for your own beliefs that we can't even eat without getting yelled at. I'm 7 and a half months pregnant, and of course they never got the captain involved because that would have gone nowhere for them but make them look stupid. I could over hear the passengers talking about how rude he was because it wasn't to just me, everyone. After reading other Southwest reviews, I know this isn't happening to just me. Your employees need a customer service class because the behavior from all your flight attendants is just absurd. I will never fly with them again. Back to Delta and American Airlines

Not Verified | We understand that airlines have to cancel flights from time to time. That's not the reason we feel SW deserves such a low rating. The reason for the rating is the way they handled the communication and willing to help us out once they canceled the first flight in our trip and their response for assistance. It is too long of a story to share in this review but the short of it is that the flight they canceled and did not tell us about until we were checking in, cost us an additional $900 and a full day of our honeymoon. We reached out to them several times and the only response we received is the COVID excuse with no willingness to assist in any manner. We do not plan on using their future travel plans. Poor customer service!

Not Verified | I have heard about all the disrespect from customers on some Southwest flights especially since covid 19 but I must say that as someone who use to love Southwest Airlines and I still do in many ways, I am finally back in a hub city and want very much to fly Southwest. I think that some of the staff members could use a refreshers course on customer service. We are all coming through a very difficult time that has left a lasting Imprint on our mental health in one way or another. If you want respect you could give respect too. I was accused of not putting my seat up twice on my flight coming back into Las Vegas on 05/16/2021 when finally the last flight attendant had the sense to realize that the seat was up as much as it would go. I became sad as I felt that I was being accused of disobeying commands. I am one who truly believe and want total peace in the sky, it used to be why I chose flying over other forms of transportation. everyone deserves respect and a polite reminder of more than a half second may be needed in some cases where disputes are of concern. We are afraid of what happens to us on flights just as you guys are anxious about us, lets all be kind to each other and spare a little empathy as we continue to get well together. Thanks for your service.

✅ Trip Verified | I have only flown twice in my whole life. My first experience was with Delta Air Lines and it was amazing. My second experience flying with Southwest Airlines was absolutely horrible. Seating is at a first come first serve basis. Therefore if you check in super early you are guaranteed better seating? Well I checked into my returning flight about 16-18 hours before my flight and was still put in the C category, meaning that your one of the last groups of people to board. Not wanting to be the last group to board me and my fiancé paid $40 per person, a total of $80 to get a boarding pass in the A group. A7 and A8. Pittsburgh was to board at gate C9. While sitting there waiting to board our plane an announcement was made that all of the sudden Pittsburgh was to board at gate C11. So everyone on that flight ran over to gate C11. When we got there to board about 140 passengers were already on the flight and the guy boarding the plane said "oh you probably won’t get to sit together since there’s so many passengers on already". We said "ok well we paid $80 for us to be in group A so we could sit together." In return he said "I made the announcement a few times in 2 hours." Ok well if that were in fact true then everyone else would have heard him as well. I’m completely dissatisfied and disappointed with this airline. I will never use them to fly again. Your better off going somewhere elsewhere where they have assigned seating and can help you out, not ruin your whole trip. We should get reimbursed for the extra money spent since we paid and did not get what we had paid for. After landing in Pittsburgh at our destination we approached the attendant asking what we could do to get our money back for our upgraded seats and her response was, “The tickets are non refundable sorry.” So we then asked if there’s someone we can call about the issue and she said, “You can call but you still won’t get your money back.” Seriously after paying over a thousand dollars for the flights already then another $80 on top of that for upgraded seats is just ridiculous. It’s highly disappointing and I wouldn’t recommend this airline to anyone.

✅ Trip Verified | This is a long-overdue review. I have been flying with Southwest since I was a little kid and they had ashtrays in the seats and the planes were brown. I have been an advocate for Southwest my whole life, and in college (I majored in business) we would study how Southwest excelled at customer service and "hiring right" when compared to other airlines. I lamented flying with other airlines because I know the way I would be treated. And finally, I signed up for the Chase credit card to fly with them more often. No more. My past 3 flights during the tail-end of the COVID pandemic have been beyond horrible. Nonsensical mask policies when compared to other airlines, I witnessed them kick a baby (a non-walking baby) off the flight due to not being able to keep a mask over its nose. Repeatedly yelled at over the coms for "not abiding by the mask policy." People - most of us have had it or are vaxxed. You are sacrificing the one thing that made you better than other airlines. Something tells a small room in the corporate office in Dallas are making these poor long-term, brand-ruining decision for some short-term "I am not liable" gain. I have a sneaky suspicion my kid brother will be studying "the rise and fall of the Southwest Brand" when he gets to college. I fly next month. If it isn't even marginally better by the time we are exporting vaccines, it's time to cancel the credit card and go with another airline. And if my office of 30 Employees is any indicator (one used to even be a stewardess for Southwest) I know I am not alone.

Not Verified | Arrived at airport with boarding passes in hand, checked luggage, employee at luggage check in counter made a change to my wife’s boarding pass but didn’t give us a new one. Got to TSA check in and her boarding pass would not scan because of the change they made. She was in a wheelchair so they changed her boarding pass so there would be help at our destination. Had to go back other end of terminal to get a new boarding pass. Back across terminal, through TSA and the door to the plane was closed. Next available flight had one empty seat. Southwest’s response was sorry these things happen, you should have been here sooner. We were prepared for our flight when we got to airport, we were at TSA but could not go any farther because of a change they made. And they said it was our fault. Lost $3000.00. Got reimbursed $0.00. The only mistake I made was not buying the insurance. One would think a company like Southwest would correct their mistakes.