Southwest Airlines

✅ Trip Verified | Chicago to Norfolk via Orlando. Yesterday I got on board my flight to ultimately take me to Norfolk. The weather in Chicago was lightning and thundering so the pilot wisely put us back at the gate after finding out that we would not be taking off for sometime. They allowed us to get off of the plane so that we could use regular washrooms. It soon became evident that I was going to miss my connecting flight in Orlando which would ultimately take me to Norfolk. I expressed my concerns with the pilot who suggested that I cancel and re-schedule for today. I went to the desk and got a ticket and will be flying out today. In the meantime I had many questions come up regarding my rewards program and had to call customer service for two different issues. Every single person I got with was perfect at handling their job. I cannot give a high enough rating for this airline. I have never had a bad experience traveling on Southwest.

✅ Trip Verified | Milwaukee to Atlanta. My family and I were taking a vacation to St. Pete’s beach in Florida. Our flight from Milwaukee to Tampa Bay was at 6. We wanted to fly into Tampa and take a cab to the hotel where we would be staying. We could not fly directly to Tampa Bay so we had landed in Atlanta. Now that would’ve been fine if our two hour overlay didn’t turn into a 10 hour stay at the airport. We missed the first day at our hotel which we paid for. We had to sleep at the airport. And we could not meet the rest of our family who was meeting us down there. They flew on Delta. There was a storm in Tampa Bay at the time yet every single airline except Southwest was flying there. Delta and United were still flying to Tampa Bay. I am sad to say this is not the first time I have had an experience like this. At our 10 hour wait at the airport, the airline kept changing the estimation time from waiting to hours to adding an extra 8.

Not Verified | Dallas to Denver. The staff taking drinks to people was nice, but I watched him talk to co-workers while people are looking around at least twice. $300 each way so $600 is a waste if you don’t have beverages.

✅ Trip Verified | Orlando to Milwaukee via Atlanta. Arriving to the airport from a business trip to be notified the flight was an hour delayed. Frustrating but understandable. Things can happen. A little over a hour later, received a text that the flight was canceled. Although it does text you new flights available, the process makes you pay for the new flight, so I didn’t process but went to the counter at the gate. There were over 50 people in a line dealing with the same situation. There were two ladies working the counter (there were additional stations open that more employees could have been deployed to move the line faster). I was in this line for 1 1/2 hours. Once it was my turn, no greeting from the employee, no apology and only one option was given for a new flight which was the following day with a layover making my direct flight into a much longer trip. I asked if Southwest was offering any compensation to their customers for hotel accommodations and the answer was “the weather in Milwaukee was going to get really bad and by the time the flight would get there, the airport would be closed, so no, they don’t compensate for weather”. That statement was false. I live in Milwaukee and no rain or storms were in the forecast. I left the counter not feeling valued as a customer. In customer service, how you handle a difficult situation is where you gain loyalty. Not one of those 50 customers walked away feeling valued or that anyone was doing all they could to help. I understand a regional airline like Southwest doesn’t have as many flights as the other airlines to try and help people, but they could have shown empathy, be apologetic, offered some type of compensation even if it was a voucher for their airline. But we were all just a number in a line. I will suggest to my company and to my husband’s company to think about this before booking their next flights.

✅ Trip Verified | Las Vegas to Oakland. Always a pleasure simple easy and on time. No problems no questions. Simple and clear pricing. Why is united so all over the place? Always trying to make you feel like a class.

✅ Trip Verified | Chicago to Austin. I understand flight attendants have very minimal time to check through the plane before the next flight of people is being shoved on but I think after this flight that really needs to change. My 18 month old loves to pull out the magazine and info cards in the seat pockets and on this flight they were absolutely disgusting. One was sticky with who knows what, one pocket had so much trash fall on our stuff it was hard to tell how the magazine and info stuff fit, then there was a coloring book left right on the aisle seat that they easily could've picked up. Again I understand there's not a lot of time, but that should maybe be adjusted or get extra cleaners to come around, I don't know but it was a gross way to start the journey home.

Not Verified | Really disappointed in the service I received. I have TSA precheck but it notoriously does not show up on my boarding pass when I check in through the app. I saw an attendant when I arrived at the airport and was told there was nothing they could do to make the TSA precheck show up on my boarding pass. I’ve been flying for 2 years with TSA precheck and have never had this issue with any other airline. Very frustrating for a frequent flyer.

✅ Trip Verified | Pittsburgh to San Diego via Chicago. Crew is rude, non caring. Probably the worst flight experience that I have had. Cabin of plane smells of mold/mildew. The boarding process is the worst. I will fly any other airline, but will not be using Southwest again due to how much i paid to be treated so rudely.

Not Verified | Fort Lauderdale to Atlanta via Las Vegas. Most uncomfortable plane in existence. Plane appeared to be newer but the seats were so uncomfortable that my back took 4 days to correct itself. Could hardly move after a nice relaxing vacation. Put a huge damper on my week long cruise vacation. Would rather drive across the US then use this plane ever again.

Not Verified | After 25 + years I am giving up on this airline. The free bag perk isn't even worth it any more. We flew out of Reno, Chicago, Denver, Newark and Phoenix, all within the past 2 months, & every flight was badly delayed, this last time causing US to pay for a hotel even though our whole trip was with them. To add insult they gave us a place at the end of their line on the next days flight when we had places way up towards the front on the flight they caused us to miss. Not one bit of compensation offered and we watched them give some other people $600 vouchers to get bumped because they overbook their flights. You lose my business both with your airline and with your credit card after being a loyal customer all these years, thanks for treating me like worse than nothing.