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
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5/10

"I'm very angry"

(United States)

Trip Verified | San Jose to Denver. Normally I like Southwest, but they sometimes force you to put both carry ons under your seat if neither is a roller bag. This is horrible. I have a bad knee and am not taking up unreasonable space in the overhead with a laptop bag and have a purse with things I need in the seat, and then save room to stretch out to avoid pain. They allow free checked bags and to punish me for not bringing on a huge roller is ridiculous - others can check or gate check a bag! I'm very angry. Maybe I should buy a roller just for my laptop so I don't have a back pack under my seat in addition to my purse.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSan Jose to Denver
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"Very unprofessional"

(United States)

Not Verified | Las Vegas to Columbus. The Male flight attendant had a favorite row. He spent half the flight standing and talking to them. By the time we got out drinks our "snacks" (fritos and baby cookies) were gone because he was so busy playing favorites. Very unprofessional when I spent over 1000 dollars flying with you guys this trip. Never again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLas Vegas to Columbus
Date FlownSeptember 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

"less than one star"

(United States)

Trip Verified | Salt Lake City to Charleston. I would give less than one star if I could. When paying to fly you expect to sit by your spouse not several rows behind. Maybe they should think about updating the seating arrangements
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSalt Lake City to Charleston
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
2/10

"lack of communication"

(United States)

Trip Verified | Baltimore to Boston. I pride myself on packing a carry on bag whenever possible, as opposed to checking a bag. I find it infuriating the lack of communication between the flight crew and the gate attendant checking tickets. Overhead bin storage for carry on luggage was cut off towards the end of the “B” group. For those who do not understand who SW operates, you are not assigned a seat. Based on when you check-in, you are either in Group A, B or C (#1-60). My fiancé and I were B45 and B46 and around B35 an announcement was made that no more carry on bags allowed because overhead bin space was full. No big deal, right? Well when you walk down the aisle and see five bins completely open, I was inspired to write this review. (That doesn’t include the bins that were partially full). See below for just a few photos.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBaltimore to Boston
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"They have never let us down"

(United States)

Not Verified | Reno to Phoenix via Las Vegas returning PHX-RNO, Outbound both flights were spot on with departure. Ground staff great in Reno. We were a pound or two over on our luggage, but no problem. All check-in staff very friendly. Even TSA was accommodating when I forgot to remove my IPad from my backpack and had to get rescanned. Reno airport is always great. Flight left on time. Typical snack/beverage service, with a smile from attendants. Onward flight all the same out of Vegas to Phoenix. Reasonable time for baggage pickup. Then out of the airport. Both flights on a 737-700, reasonable legroom and comfort. Return from PHX-RNO on 737-800. Newish plane but seats less comfortable then the 700. Staff still great and seem genuine. Early departure and arrived 20 minutes early. No complaints. Southwest always deliver a great product in and out of Reno. They have never let us down over the years. Also they had free WiFi and movies on the 800 plane. I did not use so can’t comment but saw others using it with no problems.
Aircraft737-700,800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteReno to Phoenix via Las Vegas
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"asked to give a round of applause"

(United States)

Trip Verified | Denver to Spokane. A flight attendant did something I’ve never seen in more than 40 years of flying. As we were landing, she asked us all to give a round of applause for military on board. Inappropriate. Now lift up the Peace Corps. Teachers. Journalists. All who also do heroic work.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDenver to Spokane
Date FlownOctober 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"Southwest did not provide value"

(United States)

Not Verified | Indianapolis to New Orleans. I have been a big supporter of Southwest in the past. I would drive the 2 hours instead of using the local airport, because of cost savings and a good flight. I flew in March with no issues, but this September was a different story. My flight to MSY was okay, but the return trip was another story. My flight was cancelled. I did get another flight to a city that was two hours from my destination. I had to drive to the other airport to pick up my car. Southwest lost my luggage and i had to wait several days for it to be delivered to my home. I incurred extra cost to get back to the other airport at such a late hour, and lost money by not getting back home at designated time. I called Southwest to ask about reimbursement for at least my hotel and rental car that was extra, but was told we do not cover those expenses. I have another flight next month, and I decided to just fly from the smaller local airport. My expenses are a bit more, but my time has value as well, and with what happened last time, the flight was not cheaper in the end. Southwest did not provide value and I see no longer to fly with them.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIndianapolis to New Orleans
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

"100 bucks wasted"

(United States)

Not Verified | I used to love Southwest because of flight attendants being a pleasure that gave you peanuts. Last two flights to to get from Phoenix to Charleston staff had very poor attitudes to the point of being rude. To supposedly get a better seat we paid $50 for each of us (my wife and I) got a B position. 100 bucks wasted. Hopefully won't ever use them again. I used to write them compliment letters when Herb ran it.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePhoenix to Charleston
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"never again use your airline"

(United States)

Not Verified | Earlier this year we took a trip to New York and flew Southwest. On our return flight you cancelled the flight telling everyone there was lightning at LaGuardia and Southwest was not flying. You charged us $320 per ticket for a round trip. We should receive a 50% ($160) refund each for you not honoring your end of the contract. We received $115 each, curious as to what kind of math you used! No assistance of any kind was offered by your companies personal and we were told another flight wouldn't be available until the next day. The worst part is that it cost us an additional $900 to fly home to the wrong airport on Delta that day. We sat in the airport for nearly five hours waiting for our flight watching Southwest planes take off and land. Since this is the way you treat customers we will never again use your airline and urge others to do the same!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to Laguardia
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"absolutely terrible"

(United States)

Not Verified | Chicago to St. Louis. I flew Southwest and it was absolutely terrible. The crew was rude and grumpy. One kept yelling at me to push my bookbag under the seat and it was as far as it could go because they ran out of overhead carry on storage room so they had to check everyone’s rolling carry-ons as checked bags. It was a mess. I will never fly Southwest again.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChicago to St. Louis
Date FlownSeptember 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