Southwest Airlines

Not Verified | I hadn't flown in a very long time but the flight attendant Lindsey was very calming, compassionate, attentive and extremely helpful in making sure all of my party was together and waited with me. This was flight #1746. Thank you so much for your service Lindsey.

Not Verified | SFO to LAS, quick and easy flight. Been flying with Southwest Airlines for years. No delays on the flight while waiting to board in San Francisco. The flight was smooth, overall service was great, flight attendants were very approachable. Landed in Las Vegas with no problems. I’ve been recommending Southwest Airlines to family and friends for a while, and they’re overall satisfied as well.

Not Verified | This was one of the worst trips I’ve ever taken on Southwest. The gate attendant kept calling for help for a customer service agent to help people with boarding passes, other issues and a tag for an elderly person’s wheelchair and they never came. That delayed the boarding process for 15 minutes then we all boarded ready to go and the captain comes on to say that we will be delayed 10-15 minutes waiting for ten bags to come from another plane. That being said we left 50 minutes late. On top of that they only served beverages and snacks one time when we were on the plane sitting and hour to take off and another 5 hours in flight. Plane was full and cramped. Their new planes have thinner cushions on their seats and backs and for someone with back issues it was so uncomfortable.

Not Verified | I only fly Southwest and my experience this trip is one of the reasons why. Great customer service. I purchased my ticket for 49.00. I was scheduled to return to Dallas on Monday but I needed to change my flight to Tuesday. I read online that there was no fee to change a flight unless the flight was a different price. When I searched the flights for Tuesday there were no flights for 49.00. I called customer service and they changed my flight at no additional cost without a problem. There is no other airline that does that. I received a confirmation email before I even ended the call. That is excellent customer service. I love Southwest because I can fly to Phoenix every year for 100 bucks round trip with the wanna get away specials and they are the only airline that doesn’t charge for luggage. I am a loyal Southwest customer.

Not Verified | Very poor customer service. I’m a cancer survivor and due to Covid I had to cancel my flight last spring. Now that I have been vaccinated I tried to rebook my flight and I was told that my credit had expired. They had my cell and my email and no one could let me know that my credit was expired? They advertise no cancellation fee but they won’t credit your ticket for a cancelled flight or let you reuse the credit a year later. Worst airline ever. My entire family will never fly them again!

Not Verified | I tried to book this flight with SWA points but I was short of points. A screen popped up offering me the option to buy an additional 8000 points. I agreed to the option, purchased the points, and clicked "next." When I got to the end, another screen popped up saying that I was still 500 points shorts and I needed to buy more points. Except the minimum number of points I could buy was 3000. I tried to cancel the transaction so I could redo it and buy only the points I needed. I emailed SWA and spoke with their phone rep, only to be told emphatically that "all point sales are final." This is a total hoodwink by SWA. I will try to avoid flying SWA in the future. SWA's "buy points" option is a scam for which the company should be ashamed.

✅ Trip Verified | Horrible. Unorganized. We paid extra for specific seats and were stuck in the last row last number. Every time we’ve been in the last seats all the way in the back that are so firmly upright and bend forward. The guy next to me should have been in two seats, he was a large guy and I was on top of my bf the entire ride. Then the lady when we were boarding called certain numbers and when we got up she gave us attitude and changed it so we were last.

Not Verified | I have to share because I am so upset! Our family has flown Southwest for years and will never fly them again! We called the airlines twice to verify the mask exemption policy for my grandson who just turned 3. After lengthy (hours) of hold times, we were told by 2 separate employees that we were to bring our doctors excuse and the exemption form from their website to the airport that day. After hearing the most recent horror stories on the news regarding them we called again this Sunday night. We were disconnected after a 2 hour wait. Then we waited on hold another two hours to be given totally different information! This lady was telling us the excuse and exemption form needed emailed in at least 7 days in advance! We were already at day 6! I asked if a supervisor could call me since this is totally different information than we were given and was told that I could get back in line and wait for one. Monday morning my daughter waited on hold two hours, got a supervisor, and was disconnected just as she started to speak. She waited another 90 minutes and was given the information of where to send in the info. She sent it in and received a receipt by email stating that they would let her know in 30 days! She called to address this and was given a number to call today and she was told to press option five. When she called the number today there was no option five! She left a message somewhere, they eventually called her back to tell her that he would’ve been approved for not wearing a mask but because it wasn’t seven days ahead of time, it wouldn’t be considered! We confirmed by actually speaking to 2 separate representatives their policy and procedure prior to purchasing tickets(which was 100% inaccurate) we followed every direction they gave us. This was their mistake! They couldn't of cared less what we we were told. Southwest Airlines is the most disorganized mess! Such poor customer service doesn’t belong in business. And it’s ridiculous that anyone under 6 wear a mask anyway. In researching many other countries airlines do not require anyone under 6 to mask! You mean to tell me the whole plane can takeoff their mask to eat and drink during the flight, but a three-year-old has to be masked for 2.5 hours! We had re-purchase tickets with Delta! They were very helpful in communicating the process with our airline. They will be flying out this Saturday on Delta!

Not Verified | I was planning a trip to see my daughter in Houston last year, I purchased my ticket 6/3/20 for a Nov flight. The flight was rebooked by Southwest customer service without my knowledge. I never received any type of notice saying that my flight had been rebooked. I called Southwest to confirm my flight date last year and at that time I was told I had been booked on a different flight. I tried to cancel and the customer service person told me that I couldn't cancel, I could only receive travel funds and I had until June 3rd 2021 to use them. I didn't argue because I thought that was policy. I then tried to use the travel funds on 5/9/21 for a fight in July and was told that I had to use the funds by June 3rd (FYI this customer service person I spoke with on 5/9/21 was terrible and did not try to assist me at all. I disconnected and called again to talk to a much more pleasant person on 5/9/21. She advised that my flight was rebooked last year by Southwest and according to the notes I was not contacted and not given the opportunity to decline the rebooking. She then expressed that I should call Corporate to see if there is anything that could be done to allow me to use the travel funds. I called Corp on 5/10/21 and low and behold I get another terrible customer service person. She listened to respond and didn't listen to hear. I was told I couldn't use my travel funds because the dates were out of range, ignoring the fact that I was not given the opportunity to refuse the rebooking last year. After being put on hold twice she finally told me that I will be given a refund that will take up to 30 days to refund. I never fly any other airline but Southwest and I do have opportunity to fly another airline with my job. I choose Southwest because I was a loyal customer. But if your customer service people will not respect the consumer why should the consumer frequent Southwest?

Not Verified | Overall not a bad experience, comfortable seats, drink service, nice mask enforcement, great service, no major issues. Flight attendants were helpful and attentive, even taking time to reserve a seat for a friend. Slight delay on ground, nothing major. I was impressed and pleased.