Southwest Airlines

✅ Trip Verified | Reno to Phoenix. I would say Southwest is unreliable in terms of timing, especially out of Reno. Sometimes they are on time, but I can say without hesitation, there are other airlines who are more reliable in terms of timing. Also Southwest aircraft are not the cleanest (food on floor, dirt between seats, etc). That said, they are cheap, flexible, easy changes, good bag allowance, good staff. But timing is not their thing.

Not Verified | Las Vegas to Long Beach. Terrible customer service, they assigned us the seats number, but when boarding, much to our surprise, some people already occupied our seats, when we requested to seat together they said we have to pay 30 dollars more per person, we are already paid close to 300 dollars for the one hour flight; Highway robbery in America! We definitely flying Jet Blue next time, because they have the ability to guarantee our seats and no surprises!

✅ Trip Verified | Pittsburgh to Phoenix. I am not a fan of flying. However, I want to say how impressed I was with the flight staff on flight 1703 from Pitts to Phoenix. (July 23, 2019) They were super friendly, accomodating, humorous and in general, overall rock stars. As a contractor, I know how you never hear the good things; the focus is commonly on the negative. I am sure it is very much the same for them. They immediately apologized to many of us for the flight delay (only delayed 30 minutes). And instantly went into "go mode" to make us comfortable and less stressed. If you have some capacity of letting them know the service they gave was above and beyond, it would be greatly appreciated.

✅ Trip Verified | Baltimore to Lousiville. A belt for the luggage broke so we sat on our plane for over 1 1/2 hours. Very inconvenient when you were supposed to get home by 9 pm and had to get up at 6 am for work the next day!

Not Verified | Portland to St. Louis. I haven't always been a Southwest fan but I wasn't able to make a recent flight due to unforeseen events. The customer service was outstanding! Very compassionate customer service and I will be a dedicated Southwest customer moving forward.

Not Verified | Baltimore to Fort Lauderdale. I have flown with this airline several times and have only come back for the low prices. The ground customer service is terrible. The people tell you different things, are often confused, and have a bad attitude. Both times i’ve flown southwest recently the plane has been overbooked and they also forced people with 2 carryons to check one, even though you are allowed to check two. The seats aren’t awful but they aren’t very comfortable either. Both time we have checked in practically right at the 24 hour mark when you are allowed to but we still end up in C class. It’s incredibly frustrating because I flew with my daughter who is 10. We were told there would be no problem getting us a seat together but when we got on not only were there no seats together but there was only middle seats left. She was really upset and scared to sit between two strangers. The pick your own seat just isn’t a good system in my opinion, it’s chaotic when you get on a plane, and stressful to find a seat. The on flight wifi is really low quality. The plane staff is fine but they in no way go out of their way to be helpful. I am overall very dissatisfied with my experience with Southwest and I will absolutely never fly with them again and unless you are a single flyer I urge you to choose a different airline too. The lower price is t worth the drop in quality. If you’re looking for a comfortable and low stress trip stay away from Southwest airlines

Not Verified | Indianapolis to Denver. I spent a lot of money on 6 tickets to fly to Denver for my brothers wedding. When we checked our bags in the lady at the counter told us we could board as family due to having 2 of my 4 kids under the age of 6. When it came time time board with family boarding the lady at the gate was trying to make my older boys ages 11 and 13 wait and board at the end with c class! She said only the parents and the children under the age of 6 could board as family. I spent more money on those tickets than probably anyone on that flight! I told the lady at the gate that I was told we could all board as family and she said no! For fear of being kicked off the flight I myself waited with my older boys and boarded last and we were all split up all over the plane and I couldn't get a seat close to my husband to help with the younger kids!

✅ Trip Verified | Absolutely ridiculous customer service. Don’t fly Southwest Airlines. Remember, you get what you pay for. If there are any issues that would require customer service assistance from this airline your done for. The nightmare initially begun on the 17th of July when I was scheduled to depart from St. Louis to arrive in Norfolk, VA. Arrive at the Southwest ticketing counter to learn my flight had been cancelled due to weather. Once I learned this, I asked the ticketing agent isn’t it protocol for someone to call, text, or email me the customer, to make them aware of the flight changes. The reply I got was priceless. Basically, my question was ignored. So, now the ticketing agent begins to look in order to rebook my flight. Now, they book me a flight for the very next morning. However, this time I will have to fly from St Louis to Cleveland, OH, then to Chicago, Illinois and then onto a Norfolk. Of course, I accept the reservation thinking all has been resolved and there would be no more issues. So approximately hours later I arrive back in St. Louis airport. I board the first flight from St. Louis thinking I’m finally on my way to my destination and I would be good to go. The plane lands arriving in Cleveland with the pilot coming on the speaker stating, “there’s a weather delay and no one can get in or out of Chicago”! After sitting in Cleveland for almost four hours until finally being cleared for take off to continue the journey now to Chicago and then Norfolk. Finally, land in Chicago approximately three hours after my Southwest connection flight had already departed for Norfolk. I immediately go to Southwest customer service counter to explain what I just went through. First, I’m told all remaining flights are booked going to Norfolk. I’m also told that they can fly me to Baltimore, Maryland the next day, which would be the third day! And I’m also told when I get to Baltimore I would have to be on standby in order to try to get a flight to Norfolk. Now, my frustration is beginning to show. I ask if I would be provided a hotel here in Chicago and I was told no. So, I get no hotel, no later flight, and absolutely nothing at all in order to make up for this inconvenience. Not even a bag of peanuts or even a drink. I always knew this was a suspect airline. However, take it from me. Save your money and go United or Delta. If you don’t and something happens. In my case weather!!! Then, your just throwing your money away. I understand weather is not the airlines fault. However, it’s how the customer service takes care of their customers during that inconvenience is what is being measured. I’m a customer who definitely learns from their mistakes. In short, no one should have to experience this, especially in a strange unfamiliar city and then get told that the best they can do is have me sleep on the floor in the airport and then ride to another strange city to then be placed on standby for the final destination

Not Verified | I am very disappointed in Southwest’s customer service. I booked a flight back in March and just discovered 2 days before my flight that they completely changed my itinerary without notification. I originally selected a 1pm flight out of Atlanta because I live 2 hours away from any airport and they are the closest. So, instead of waking up at 8am and leaving by 9 to make it to the airport at 11am. I now have to wake up at 4am to battle rush hour traffic and get 3 small children through the airport. There is reason I needed that flight time. Any later flights and I am looking at getting at my destination around 10pm-11pm and then Driving another 1.5 hours to get to my destination. When I called to see what could be done the corporate office pretty much told me it wasn’t their problem and there was nothing they could do. I asked if they could get my family a hotel room the night before, after spending thousands on tickets to book a flight you think they could throw me bone, but they said they would not and that again this wasn’t their problem. WOW. I always enjoyed flying with Southwest Because I though they were caring, but apparently this is no longer the case. I guess you get what you pay for.

✅ Trip Verified | Indianapolis to Chicago-Midway. Worst customer service. Flight was delayed due to maintenance issues. We were later boarded with them telling us the issue was fixed. We sat on the plan, didn’t take off. The Captain came in trying to be funny asked a stupid question about how old we all were. Then said we weren’t going because of rain in Chicago. I texted my daughter who lives in Chicago and was told it was total sunshine there. Then the same captain came back 30 minutes later to tell us the real problem was the original problem not weather. During our more than an hour of sitting on the tarmac while the captain and maintenance crew were just trying to figure out why we couldn’t leave, we were offered nothing, no water, nothing! After another 30 minutes we were told the plane wouldn’t be going anywhere it was out of commission. This is almost 3 hours after we were supposed to leave. We were told to deplane and make other arrangements. I stood in a line of 6 people to get refund for an hour and a half. I was then told by extremely rude customer service people I’d have to call their customer relations department to get any compensation for sitting 5 hours in both the airport and on the plane. Horrible customer service! I called the customer relations number they gave me to find out they close at 4 pm EST and I’d have to call back tomorrow!! They could care less about helping people, just want your money. Southwest has gone down the tubes with regards to customer service.