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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8/10

"the typical Southwest fare"

(United States)

Trip Verified | There was a slight delay in departure from Dallas to Washington; however this delay was made up in the air. On DAL-DCA leg, the aircraft was 737-800. This aircraft with the new Boeing interior design is brighter with curved overhead bins. Seating is very comfortable with ample leg room. Service was the typical Southwest fare. On the PVD-DAL leg, the aircraft was a 737-700. Again, there was a slight delay. We were fortunate to be seated in the very first row thus we had all the extra leg room. WiFi on both flights was excellent.
AircraftBoeing 737-800 / 737-700
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDallas to Providence via Washington DC
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"there was enough leg room"

(United States)

Trip Verified | Providence to Dallas via Washington DC. Both flights departed on time with no issues in the boarding process and/or during in flight. Service was typical of Southwest. Flight Attendants come around and take your order for drinks and service snacks. Both flights were on B737-700. On the PVD-DCA leg, there was enough leg room to seat in comfort. The same could not be said for the DCA-DAL leg. The seating area felt cramped even though this was the same type of aircraft we flew in on from Providence.
AircraftBoeing 737-700
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteProvidence to Dallas via Washington DC
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"forced to walk in pain"

(United States)

Trip Verified | Baltimore to Tampa. I had surgery 6 days prior and had medical documentation stating I was not to lift anything over 2 pounds or walk extended distances. I was not even supposed to fly but I was going to see a specialist on Maryland so the restrictions were put in place and we arranged wheelchair assistance. I had zero issues the flight to BWI. The trip back was an absolute nightmare and completely unacceptable. We landed in Tampa after a turbulent flight which in turn heightened my pain. I was 1 of 5 people that had boarded with wheelchair assistance. When we landed we were advised that the wheelchairs weren't available yet. Fortunately the other 4 people were able to walk off the aircraft without a problem. I advised the stewardess of my restrictions and stated I would wait. Everyone had gotten off and the stewardess asked me to walk off. I again told her I could not. They cleaned the plane a bit and again told me I needed to get off. I did not fight it and advised them I could not lift my bag and they carried it off for me and had me stand in pain in the alleyway and wait with the entire crew. She then said I needed to go so I slowly started walking and walked most the alley way where I was then greeted with a wheelchair. The attendant then took off hitting the bump off the gate. I told him I just had surgery but clearly he was in a hurry. This is absolutely unacceptable. I legitimately needed help and had arranged for assistance on advance with documentation stating my restrictions. If there weren't any wheelchairs available I should not have been forced to walk in pain when I was advised by a medical professional otherwise. I had physical proof with me and this trip was not made by choice. I called and filed a complaint with customer service and was advised I would get a response within 10 days. This is unacceptable! My husband and I have always flown Southwest and never had an issue.
AircraftUnknown
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBaltimore to Tampa
Date FlownMarch 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"Need more crews like them"

(United States)

Not Verified | Salt Lake City to to Bradley via Chicago. All male flight attendant crew - In this day and age it was nice to see a whole male flight attendant crew on the aircraft. They were all professional and very nice especially the lead. With southwest's mission being based and rooted upon great personality they have met that expectation and more. Even with a difficult passenger a few rows in front of me complaining about a simple task of putting his belongings under the seat the lead still remained pleasant and professional. Shout out to the crew for their hard work and positive work ethic! Need more crews like them.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSalt Lake City to to Bradley via Chicago
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"flight to Houston is cancelled"

(United States)

Not Verified | Thursday 2/21/19 receive an alert on my app my flight to Houston is cancelled. No reason given. The flight had a stop and plane Change in Las Vegas. I have a seminar that I cannot miss I spend an hour on hold and an hour online trying to rebook with Southwest no luck book with Spirit airlines. I find the contact link to SWA and send a message cancel my return trip also stating I cannot wait to book a flight and I have one on another airlines. One hour later I receive a call from SWA can we work something out. No I have already booked a new flight cancel and refund my money. Today I check my e-mail and I have a no reply answer from them. It states the flight was cancelled for inclement weather. Las Vegas received an inch of snow on Thursday. I lived in Vegas for 30 years and in 2008 the airport received 8” of snow and they did not cancel flights. Then I get a CNN news alert that SWA is cancelling flights all over because of a mechanics negotiations that has gone on for two years. It appears that most flights in or out of Las Vegas are cancelling.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteOrange County to Houston Hobby
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"save as many seats as you need"

(United States)

Not Verified | Milwaukee to Denver. Boarding process - check in to get boarding location to discover passengers are allowed to board and save seats for people that have a later boarding assignment. Will not fly this airline again, but people need to know that according to their customer service department - saving seats is allowed. If you fly this airline - have one person purchase early bird or business class and have that person board and save as many seats as you need for the people in your party.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMilwaukee to Denver
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
no
2/10

"very bad customer service"

(United States)

Trip Verified | Minneapolis to Dallas via Chicago. I had flight on Feb 23 early morning at 7:40 Am initially from MSP to Dallas. There was no snow but they still cancelled the flight. Rescheduled to 10:30 am, they just cancelled again. For next day feb 24 I rescheduled to flight for early morning 7am, it got cancelled again. Rescheduled to 10:15 Am flight later it also got cancelled. To be frank I guess they don’t have enough people to fly in their flight so they just cancelled flight by saying weather conditions. Because I have all my friends traveled on both days without any problem since there is no snow. It has very bad customer service. I would not recommend them for my future travel
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMinneapolis to Dallas via Chicago
Date FlownMarch 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
1/10

"canceled our Flight"

(United States)

Not Verified | Chicago to St Louis. Southwest canceled our Flight at 10 pm the night before our trip. The weather was not the reason since their other flights flew. We were given a phone number to call. There was a 105 minute wait to reschedule. Since most flights on this route are close to or totally fully booked we returned by train. Since the last 3 trips on this route have had 3 hour delays twice and a 1 hour 20 minute delay once, we will fly other airlines. This is the second time in 3 years a flight was canceled.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteChicago to St Louis
Date FlownFebruary 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"declined in service"

(United States)

Trip Verified | Southwest used to be a decent airline, but has recently declined in service. We took our 6 year old daughter to Disney. Our return flight was canceled without notification. To make matters worse, when I asked the attendant at the gate, I was told it was because of “weather”. Being skeptical of this “weather” related issue, I called Southwest customer service number and was told the real answer which was the the flight was canceled due to maintenance issues. So not only was I not informed of the cancellation, they lied to me at the gate. This is not the first time this has happened; last time I was on business. This is my last trip on Southwest. Unacceptable! Especially when you’re traveling with a child. Southwest, Get your act together!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Baltimore
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
no
5/10

"Our flight was cancelled"

(United States)

Trip Verified | Las Vegas to Oklahoma City. Our flight was cancelled and I did not get an email until right before I was checking luggage. Others got an email the day before. Then we booked another flight late that night to get a cancellation 5 minutes making the reservations. They didn't have any flights back to Tulsa until 2 days later. I had to fly into OKC and drive the rest of the way. The line was so long I got out after standing in the same spot for 40 minutes. I didn't get anything for this trouble.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLas Vegas to Oklahoma City
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
no