Southwest Airlines

✅ Trip Verified | Southwest is supposed to be a good airline? That’s an urban myth. They cancelled my direct flight from Vegas to Orlando without apology or explanation, and offered nothing for me losing an entire day after having to rebook a connecting flight later in the day. They wouldn’t even provide me an earlier cattle call position. Not flying Southwest again.

Not Verified | Recently my friend and I flew from Kansas City to San Juan, transferring through Baltimore. Coming back we left San Juan to Kansas City, transferring through Tampa. My friend had shoulder surgery less than three months ago, and was still handicapped. She had called ahead of time, as she is not able to walk very far, and the airline (when ask) always had a wheelchair and person to put her on the plane, or take her off, which really helped me, as I was carrying our overhead bags. Since she has long legs, one of the flights she had to sit about 3 rows back, with the seat next to the isle. The bad part of this was that she could not stretch her legs, like if she was on the front row, and the arm rest would not lift up, for her to push herself out. The other 3 flights she was able to sit in front, and the only thing she missed was the tray on the "newer" flights that helps hold the snack and drink, where the older air planes do not have this. All the airline personnel, no matter who they were were always helpful on these 4 flights. I am used to using a Kiosk in Kansas City outside, and San Juan only has one inside, and that made it hard, trying to drag all the luggage inside.

Not Verified | St. Louis to Las Vegas. Booked earliest flight 5.30am depart to 7 am arrival to make it to a brunch and even paid extra night at resort to check in before 3. Received email flight cancelled and rebooked automatically 10.30am to 1.30pm - no phone call for other flight options?! Called representative to ask for earlier flight for both of us .. after 30 minutes was able to make the changes for both of us, I thought. Received an email next day saying I missed my flight and was considered "a no show". The phone representative booked the wrong date for 1 of our tickets! I called to complain to representative and they were unable to refund my ticket! I had to purchase a new ticket on my credit card. He referred me to another customer service line, waited 50 minutes on hold before being assisted. Then I was told they would "try" to refund me when it was clearly the employees fault! After arguing my case politely and being on additional holds, I was told I would be refunded within 30 days. So my credit card remains double charged for 30 days? 3 hours on the phone and 4 people later on the phone and still waiting for my refun. I have been a loyal Southwest Customer and even referred friends for the Rewards Card; however, this was the worst experience I've encountered. Extremely disappointed. You think they would at least give some sort of voucher for such a bad experience. I had to argue to not have to double pay security fees and tickets.

✅ Trip Verified | This review is actually for a flight I will catch tomorrow. Southwest was so unbelievably nice to me just now that I had to do something nice for them. Think about that for a second. A large corporation was so good to me that I searched for a way to show a little gratitude? This is a first for me. I am so used to ATT nickel and diming me every chance they can, and my bank finding new ways to pull more fees out for any slip up on my part, that I thought my money was gone when I realized that I forgot to change my flight to tomorrow. Their policy is that you can change or cancel and get a refund on any flight as long as you do this before your flight takes off. That policy, 2 me, makes SWA the best. Buses and movie houses won't give you a thing if your plans change and they would only be giving you a few dollars. Well this time I forgot to change the flight and thought that they are already being so generous to let customers change their minds for free there is no way they would help me out after I failed to simply do my part. I called and my flight is tomorrow. No charge. Any other airline would have cost another $180. Southwest, you had every right to charge me again, but you didn't. I owe you one.

✅ Trip Verified | Due to the terrible storms that recently took place in Dallas, Texas, I was unable to travel to California for two days. The flights the following days, of course, were full since everyone had rescheduled, and I had to cancel my trip. I was traveling on American Airlines to California first, and then Southwest from Burbank to San Jose Airport. Because I could not get to California in time to catch my Southwest Flight, I had to cancel it. It was canceled two days before I was to leave (April 7 canceled). I then received an email at the time the flight was supposed to take off in Burbank that said I had not canceled the flight and that I would lose all my money because I had not canceled it before the time of departure. The huge storms in Dallas were not my fault, and Southwest should have at least credited my account for a future flight. Nearly all other airlines do this. They refused to do this. I won't be flying them anymore. There service has become increasingly worse during recent years, and there pricing policies (e.g., the business seats scam we all know about) are byzantine.

✅ Trip Verified | Grand Rapids to Las Vegas. Very disappointed. First, they cancelled my flight 3 days before leaving. They informed me by automated call that it was cancelled but, I could have my money back. No offer of alternate flights, nothing and, I went through a travel agent! They hung up when we tried to book other flights. Offered nothing in return of losing most of a vacation day. Then, coming home more delays and a “sorry” over the speaker at the airport. How about a ticket, discount, drinks, premium seating? Nothing. Southwest needs to work on customer service!

✅ Trip Verified | Atlanta to Dallas. The issue I have with this airline and the flight experience I had stems from the general lack of communication. Flight planned to leave at 8:04 pm from Atlanta with expected time of arrival to Dallas at 12:35 pm (the plane was to stop briefly in Austin with no projected plan to switch planes). We arrive to Austin and hear over the intercom while in the plane, “This flight will be heading to Chicago so if you are going to Dallas you will have to get off this plane to meet with another plane expected to arrive soon. Sorry for the abrupt change, guys.” Essentially, I was booted off this plane with no email/text update from the airlines. As I get off the plane, everyone from my flight who had plans to fly to Dallas were all confused and lost because no one knew where to go to next/what gate will be the next plane leaving to Dallas - nothing! I have never had service like this with them but I believe today they completely dropped the ball! I wish I had some sort of email/text correspondence that would have alerted me of this change. The original flight had no delays foreseen or anything officially stated to those on the flight. It’s completely inconsiderate to those who need to return for work or need to be home to their children for school the following day when abrupt changes as this with little time to make room for adjustments. Ridiculous!

✅ Trip Verified | My fight was 1193 from Baltimore to Fort Lauderdale on March 27, 2019. This was by far the best flight I've had with any airline. The flight staff was very courteous and humorous. They constantly made announcements keeping us informed of everything. Treated us like family and kept us laughing and entertained. The flight was smooth and on time.

✅ Trip Verified | Dallas to Atlanta. Received a text at 12:30 pm informing me that my 2:30 flight was delayed until 5:00 pm. Fine, not a problem. Then, on my way to the airport at 2:30 pm and received another text stating that my flight was now leaving at 3:00 pm. Arrived to the airport to learn that those times are only considered “estimates” and that I should’ve been here at 12:30 in case that changed. Nowhere in my communications from Southwest was I informed of this. Got rebooked for a 9:30 pm flight and since I’m now here 6 hours early I can’t even enter the gate areas. Also this trip was originally to take place a week ago but had to be rescheduled because Southwest cancelled that flight. And this the 2nd time in a row that I have had this flight cancelled. And Dallas is a Southwest hub. I will never use this airline again. Buyer beware.

✅ Trip Verified | Chicago to Oakland. Southwest cancelled our flight going and coming home. Instead of trying to help their customers they just leave them without options. Within minutes every flight was sold out. When they cancelled our flight flying out, I called and the customer service rep said my flight coming home would not be cancelled. It was and I was not able to get another flight for two days which was not possible due to a connecting flight. We had to go with another airline that could accommodate us. It cost allot of extra money and time. Southwest could have cared less. Then when I had to cancel the flight I booked two days later after I asked if I would get a full refund if I could get another flight, they tried to charge me anyway. It is unbelievable the lack of customer service they have provided this trip. I’m not understanding why they couldn’t just get another plane to put all of these customers on and leave them where they are rather than just leave them with nothing to fin for themselves. As of now I am considering never flying with them again and cutting my southwest card up. They never once tried to make the situation better. It’s really sad they are treating their loyal customers this way. You need a better system Southwest when you cancel flights. For me personally, I’m scared to ever book a flight with you again. I was really worried about how my family and I were going to get home at the LAST MINUTE.