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 1815 reviews
4/10
4 star Skytrax Rating
Filter Reviews by :
Show
1/10

"separated me from my wife and 3 kids"

(United States)

Trip Verified | Baltimore to Punta Cana. Traveling with my family to Punta Cana. Staff member who was at the gate separated me from my wife and 3 kids and claimed that it is Southwest’s policy to separate parents from their kids. I couldn’t believe that my wife was going to board alone with 3 kids that are less then 3 years old. This would definitely be the very last time I fly with Southwest. This is very sad and someone needs to really fire this rude employee who has no customer service ethics and no family values.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBaltimore to Punta Cana
Date FlownNovember 2019
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

"unpleasant miserable flight"

(United States)

Not Verified | Grand Rapids to Albuquerque. This airline sucks. No space and you can’t sit with your husband because they have no assigned seating. If you get stuck in c and they do not follow the numbers so people cut in front. Miserable flight. I am furious that I am not allowed to sit with my husband and the person next to me is half in my seat. I have never had a more unpleasant miserable flight. I highly recommend never to travel with this airline which has less seat space than most.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGrand Rapids to Albuquerque
Date FlownNovember 2019
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

"tried to give me a run-around"

(United States)

Trip Verified | San Jose to Baltimore. Bad airline. Our flight got canceled at the last minute and no one ever called or emailed us. We are supposed to have direct flight but they switched us to 1 stop flight, extended the total flying hours, and pushed our position to bottom. Even worst, when I complained, they tried to give me a run-around, asking me to call many different departments. Terrible. Do not flight with them at all cost.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Jose to Baltimore
Date FlownNovember 2019
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

Southwest Airlines customer review

(United States)

Not Verified | Las Vegas to Albuquerque. Worst airline ever. They provide no flexibility in regards to flight changes. They make you check your carry ons when there’s multiple open bin spaces. They have been late departing and arriving on each flight I’ve been on. The customer service reps give you insincere apologies.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLas Vegas to Albuquerque
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"gone down hill in my opinion"

(United States)

Trip Verified | Orlando to Kansas City. I have flown Southwest Airlines for around 6 years now about 12 family vacations. After my terrible experience with a overcrowded plane and a rude hostess when trying to get my family seated that clearly told us to sit down. Southwest Airlines has really gone down hill in my opinion.I am no longer going to travel with my family because of this using.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Kansas City
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"Wish I could have gotten a refund"

(United States)

Trip Verified | Orange County to Denver. I like Southwest overall because of the transparent prices and the fact that they don’t charge extra to switch or cancel a flight. I choose them almost exclusively. However, I recently tried purchasing the inflight WiFi with “free” movies—technically an $8 movie since you have to pay for the WiFi first. I was very disappointed in the inflight entertainment quality. The movie buffered partway through for at least 15-20 minutes, and the audio didn’t match up with the video because of the internet lag. I will be downloading my own entertainment ahead of time from now on. Wish I could have gotten a refund on the WiFi.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteOrange County to Denver
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
10/10

"highly recommend Southwest"

(United States)

Not Verified | When traveling with Southwest I accidentally placed my tablet on the edge of a garbage can forgot and walked into security -a minute later I realized it and ran back but it was gone. I had just started my vacation and was devastated as this was a very special birthday present. I immediately placed a missing report but was frantically trying to cancel all my information loaded in my tablet. A few days into my trip I received an email from Southwest saying they may have found something that belonged to me. For a very small fee I have been reunited with my tablet in perfect condition. I would like to thank the person who turned this in and Southwest airlines for their expert and immediate attention to an item in their possession that was lost. My faith in the kindness of others and honesty of business has been restored -I am very grateful. I highly recommend Southwest Airlines from flying in their planes to the customer service on the ground.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAlbany to Phoenix via Chicago
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
6/10

"asked to move because we have a child"

(United States)

Trip Verified | Orlando to New Orleans. I love Southwest, but I’m very disappointed in one of the flight attendants, MCO-MSY at 11:10 on 10/24. She asked us to make sure our toddler didn’t play with the tray because the people in front of us could feel it. I said okay I’m sorry we will try our best, but he is 18 months and doesn’t quite understand. She then suggested that we move by the other people with kids. Southwest is open seating so I don’t appreciate being asked to move because we have a child. If there were certain rules to where families have to sit somewhere specific then Southwest should put that in place. Otherwise, everyone should be allowed to sit where they please - with children or without.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to New Orleans
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"I’m without a complaint"

(United States)

Trip Verified | Alex, our flight attendant on our flight from Orlando to Las Vegas on October 19th on flight 3982 was awesome! I’ve never enjoyed a flight so much! He was funny, took his job seriously, and was so attentive to bat. Southwest is lucky to have him and such a wonderful team onboard their planes. The trip was smooth, fun, and I’m without a complaint.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteOrlando to Las Vegas
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"take so long to get bags"

(United States)

Trip Verified | Dallas to Washington. Why does it take so long to get bags? I could have flown another carrier. But still this is ridiculous 30 min. SWA you out here showing LUV, show some here at Washington Regan.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDallas to Washington
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes