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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1/10

"just a terrible airline"

(United States)

Not Verified | Orlando to Saint Louis. We only got 3 of the 4 bags we checked on a direct flight. The employees are clueless and lazy. The little bag of pretzels and quarter can of Sprite to wash it down with is insufficient. All around just a terrible airline and lousy experience.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Saint Louis
Date FlownMay 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

"It couldn't have gone any worse"

(United States)

Trip Verified | I took a returning flight from SJO to FLL yesterday with my 68yr old father who has Parkinson's. When I got off the plane there was no assistance. It was a complete disaster trying to get through baggage, declorations, and customs. I booked my flight to SJO with Spirit Air, who clearly at booking gives option for Wheelchair Assistance. Everything on the Spirit flight went smoothly. Not the case at all with Southwest. It couldn't have gone any worse. When I contacted Southwest customer service, I was completely dismissed and was told it was the airports problem. I was also told I should have not used the app and booked online so I could drop down a box some place and choose Wheelchair assistance. Doesn't sound so handicap friendly. Regardless I arrived at the airport 3 hours before my flight so I could get this handled and was left on my own with my father who can walk far with consistent tremors and dementia. Customer service could not careless.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan José to Fort Lauderdale
Date FlownMay 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the most horrible experience"

(United States)

Trip Verified | Austin to Houston. This trip which ended in Alabama was the most horrible experience I’ve had in all the years of traveling first the company that I went to work for chose the least expensive way to get me to the location. When I boarded the plane I was wearing a leather jacket that was owned by my stepfather who had passed away it was handed down to me for years. I had admired this jacket and I decided to take it with me for good luck at my sales event however it was rather bulky so when I got on the plane they were full and the airline stewardess asked if I would put the jacket in the above head storage. I’ve heard horror stories of arguing with a flight attendant and have seen too many movies so I complied and put it in the overhead bin. However I did not realize of the seating arrangements which is open seating when you get on the plane so the only seats that were available were the center seats which left me at a disadvantage where I couldn’t see the overhead bin that my jacket was it So when we landed I had to wait for everyone to move in order to get out of my seat and by the time I got to the bin where my jacket was to be it was gone I of course did not get upset because again did not want to be escorted off the plane so I asked as I got off about my jacket they said they would check on it once I get off. I waited about 15 minutes or so no one came out finally someone came out and said they could not find my jacket and that I would have to report it online because they had no one there to take the report which I thought was odd as a customer service gesture. When I finally spoke to them they told me that I need to report it online, after I done so all I heard from them is we haven’t found it we haven’t found it to this day. I have not heard from them again it’s as if they don’t care what happens to your belongings and they have no sense of responsibility how sad for the general public
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAustin to Houston
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
9/10

"Staff is happy"

(United States)

Trip Verified | Dallas to Chicago. I love southwest. The airport is near downtown. Flight are on time. Free wifi for messaging and movies with southwest app. Two bags allowed to check in and no cancellation fee. American has 200$ rebooking fees for any airline credit u get. Staff is happy and want to help.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDallas to Chicago
Date FlownApril 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
1/10

"delayed and finally canceled"

(United States)

Trip Verified | Probably would not have been a bad experience if timing wasn't important but we had a connecting flight to meet up with a group of travelers to experience the adventure that most only hope to live. You look over the the rude comments and answers to your questions while checking in and think well I guess “you get what you pay for”. But when the flight was delayed, delayed, delayed and finally canceled. We start scrambling to make the connection only to be told I apologize sir all flights are booked (while looking through those glazed over eyes of I really don’t care sir please step aside so I can brush off the man behind you) we can put you on a flight tomorrow and there’s nothing more we can do. But our connecting flight with the group departs tonight. Again expression doesn’t change “I apologize”. I’m sure she was only caring out the script she had previously rehearsed in a training send down from corporate. Well we missed our connecting flight and because of the logistics will miss the first two days of the journey. I feel bad I was difficult today, I guess you get what you pay for. I assure you this airline will never have to apologize to me again
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBirmingham–Shuttlesworth to Newark
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Terrible customer service"

(United States)

Not Verified | Indianapolis to San Diego with Southwest Airlines. Terrible customer service. Changed my flight from a non-stop to 1 stop. Ruined my one vacation that I get every year. Horrible "customer relations" wouldn't let me speak to anyone apart from a staff member =who kept repeating that there was nothing they could do.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIndianapolis to San Diego
Date FlownOctober 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"taken a sharp turn for the worse

(United States)

Not Verified | Austin to Phoenix. Southwest had cancelled our returning flight and moved us to an earlier flight and were never notified us of the change. When we showed up at the airport they told us we missed our flight. The "supervisor" basically told us it was our fault because the only thing we had to show him was our original booking document. He said, "Oh that document is from February, so it doesn't count", but he never even claimed that we had been notified of the change. We ended up wasting an extra eight hours at the airport. Southwest has screwed up three of the last five trips we have taken with them. Their customer service has taken a sharp turn for the worse.
AircraftBoeing 737
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAustin to Phoenix
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"never fly Southwest again"

(United States)

Trip Verified | Houston to Phoenix. Don't check bags on this airline!! Worst service ever. Injured back and needed to check all my bags to avoid carry on. Checked two bags. When i arrived in Phoenix one bag was delivered to the baggage claim area the other was not. Of course its my bag that includes laptop, along with keys to my truck, keys to my shop and many important documents. When i asked the southwest rep where my bag was she told me to wait and see if it shows up on the next flight. Its 9am here and the next plane lands at 2:40pm. The rep could not track my bag or find its location. I can't even file a claim on the bag until after 3pm today. This airline is a joke. You get what you pay for i guess. I will never fly Southwest again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteHouston to Phoenix
Date FlownApril 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"switching to American"

(United States)

Trip Verified | Our family of 10 booked tickets to the Dominican Republic, and they cancelled the flight going home. They have another flight the following day, and they said there is nothing they can do. It will cost us $1,200 to stay in a hotel near the airport for another day. The top tier customer service line said they cannot offer vouchers and almost directly said they don't care. They've offered vouchers to offset costs for hour-long delays before at airports (I've seen it), but they strand people in a foreign country for an additional 24 hours and don't care? We waited 2 years for this vacation and use Southwest exclusively to build up points. We will be cancelling our Southwest credit card and switching to American for all points and flights. Unacceptable.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSan Antonio to St. Louis
Date FlownApril 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
10/10

"On time, affordable, accommodating"

(United States)

Not Verified | Atlanta to Houston. Southwest is the best thing to ever happen to airfare. On time, affordable, and accommodating. But above all, their Rapid Rewards program is the best. Easy to earn free flights, and easy to redeem / book for free. We've been flying them for a decade and will never fly anyone else.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteAtlanta to Houston
Date FlownFebruary 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