Southwest Airlines Reviews

Terrible airlines!! Be smart. don't fly this airlines.. In three weeks of travel I've been delayed on several flights and now while waiting at the terminal for my flight it was cancelled! They should offer a room since next flight is next day in the morning. But no not offered or honored. Then Southwest practice now is booking another later flight for the following day without notifying the me. Probably so a person cannot book on a better airlines which there are many! Southwest airlines is a terrible airlines they will never see me on any future flights.

It all started at the self check in kiosk at the salt lake international airport. I was aware that we do use self checked but it’s been so long since I flew I didn’t know the customer was suppose to put their own stickers on their checked bags. The jerk who was monitoring to make sure we were doing it right was horrible and downright rude. Constantly telling people in their face that they aren’t following directions and we’re doing a bad job. Of course we aren’t going to be doing it right…this isn’t our job! And every customer who came through he fixed their bag…why isnt southwest employees doing it from the beginning? I normally have a good experience with southwest it this was horrible. Then my flight kept getting delayed my flight was suppose to leave at 3 and it’s been changing constantly all day! Southwest I will spend a little more money and fly with Delta. You people are a freaking joke!

Not sure what is going on with Southwest Airlines, used to be the best and most reasonable way to fly. My last 3 trips have been delayed. Most recently we got to Baltimore and then found out we are delayed for 4 hours and when I called they said it was for scheduled maintenance. Why would they schedule maintenance when it is supposed to be in service??

Southwest Airlines is the worst airline experience I’ve had just about ever. Constant changes to the schedule, nonstop layovers, no direct flights seemingly anywhere.. My wife booked these tickets. Next time I’m doing anything but southwest. Literally every time i checked the schedule, it had changed. Beware!

June 15th, due to technical difficulties, my #3938 flight was cancelled from COS to Vegas to Reno (final destination). They rebooked it 6hours later to Denver. Denver Hub was Hell; finally got on plane and sat on tarmac for 2 hours while they waited for a pilot to come in from Baltimore which that plane was late. Did not get into Reno until 1:30 am. I was so exhausted, I booked a room in Reno so I would not have to drive 2 hours to Tahoe. Called Southwest customer service 6-17-2021, who said there is no compensation. No food vouchers, no hotel coverage, nothing. I can show all my receipts. As an A List customer who has been loyal for years to Southwest I am so angry. Way to lose a frequent flyer.

By far the worst airline experience to date. From lack of employees, management, and direction. To be blatantly discriminated to lose our seats, and to be directed to Chicago to Austin from Orlando is a disgrace. Horrible experience for a very long overdue vacation

This was the most horrible experience I have ever had in my entire 55yrs of life!! I have never been so disrespected, angry and felt so helpless in my life!!! I am extremely stressed, my hands are shaking I am so mad!! I have always trusted Southwest, from the first time you came into business, I have never used another airline service. I have insomnia due to the experience. Yesterday I had a flight from Orange County John Wayne airport in California, it was a 1 way, none stop flight #1721 to Chicago Midway airport book for a 10:10am departure and arrive in Chicago at 4:05pm. I arrived at John Wayne airport at 8:45 to get my to check my bags and retrieve my boarding pass. Your A list prepared customers line is separate from the regular people like myself line that pay really good money to be treated as second class citizens. There was about 30-40 of us in line with me being mid pack. There was about 30 people in the in the A list preferred customer service line. There where 4 work stations and only 2 so called customer service reps. They both told us 2 class citizens that pay good money for our tickets, that we have to wait to until the first class citizens were taken care of. Myself, as a black man, felt again, discriminated against. It gets worse from here. By the time I made it up to the counter it was already 10am. I was told that I may not make the flight. So of course I became extremely angry. I asked why he wouldn’t take care of us 2 class hard working and paying good money to fly southwest . He told me, they come first. WOW!!. So he says, if you hurry you may make it through TSA and make the flight. He checked my bags as “late arrival”. My bags made it on the plane. I did not. So I came to him and asked him can he get me on the next flight out. He then told me it was TSA’s fault that I didn’t make the flight, REALLY!! He literally lied to my face, like I was going to buy that excuse. I told him no, it’s your fault you cannot blame TSA for your horrible customer service, making us all wait until the “1st class citizens were taken care of. Well it gets worse. He goes in the back to get his manager, his manager says in the most demeaning tone, “were you here 2 hrs early ” I told him I have been standing in that line since 8:45am. More than enough time to process me. He said nothing else, they talked, looked up flights and said I can get you on 1 flight leaving John Wayne at 1:05pm and arrive in Houston at 6:30pm. Connecting flight from there to Chicago arriving at 9:15pm. So I took it and begin to walk away, I looked at the passes and they both said standby, I asked him what is this and why he didn’t tell me, he said rudely, that’s all we can do for you. I asked, is there possibility that I won’t be able to board this plane, he said YES. If there are no seats available you will not fly, you cannot imagine the anxiety, stress, fear and angry I felt at the moment. By this time, my wife was working in the back ground with your customer rep. Who was about to get me on a earlier flight at 12:05. So I walk all the way from gate 16 to gate 20. The confirmation number given to us was, 4XIF98. I gave this number to the service rep at the gate, she tried to put it in many times and it kept coming back invalid. You cannot imagine my disgust with Southwest at this point. And it gets worse!! So I asked the service rep to at least call and confirm. She said NO. so I stood there in shock. She looked at me like I was trash and said “What do you want me to do?” I lost my cool this time and walked all the way back to gate 16. I’m anger, stressed, and have extremely high anxiety at this point and to be honest, I am totally disgusted with Southwest. It gets worse!! We landed in Chicago at 9:15pm and had to wait in line to dock until after 11:30pm due to problems with some systems. My wife, who had to get up 4:am this morning to go to work had to wait for me due to this long wait we didn’t leave the Chicago airport until midnight because of Southwest’s inconveniences. And it gets even worse!! I called your customer service today to discuss my Inconveniences, I was on hold from 9:59am to 11:35am. As I begin to discuss the problems, the minute I said I was unhappy, and filing a complaint, she lied and she could not hear me and hung up. REALLY Southwest, this how you treat people, I can’t sleep because this never ending Nightmare!! Some Body needs to contact me, and contact me Fast!! Or, I will calling Channel 5 news and a lawyer!!! My Name is James Franklin Williams, and extremely unhappy customer. You can reach me at 815-821-7957. I’m giving you a chance to clean this up before I go public. Your choice.

I gave one star bc there’s no option for zero stars! Flight debacle started at the check in kiosk that was “unable to process” so the ticket agent informed us that our flight wouldn’t make its connection so they had to reschedule for the next day (that makes the 2 hour round trip to the airport for naught!). Many times in the past, changes have occurred and we are notified by email AND text message, keeping us from wasting a whole day. Not this time, no notice until at the airport. After an hour on hold with customer service (no call back option, why? Southwest could easily improve that like nearly all big companies) the agent was at least trying to be helpful but gave us worse news…. He couldn’t figure out the issue. Our original flight was on time and so was the connection. He had zero info why we were sent away. Today at the airport, we met another woman with the EXACT SAME STORY! Southwest for some reason is sending people away that have paid for flights and giving either zero info why or lying and fabricating reasons like weather(we checked the weather and there was none in the country)! To make all that even better, they made no accommodation for moving the flights even though the new flight added several hours including another layover! Not to mention our original boarding group was in the low B group and the new was in the high C group! We all know everything is crazy with COVID rules finally loosening some, but I’ve been flying all through the COVID debacle and have had zero issues like this before. What happened to Southwest customer service? It used to be the best of all the major airlines. IT IS COMPLETELY TERRIBLE NOW!!!

Paid for early bird check in. Was not automatically checked in because apparently it wasn't outside of 36 hours even though it said I was Eligible to get it on the flight. It was credited to my return flight. Customer service told multiple lies and said I didn't get a receipt for buying early bird because it was sent to southwest vacations and they are a separate company apparently. Kevin told me I bought it through their website and not using the app which I clearly used the southwest app. Apparently everything I said was a lie that's why Kevin and the initial person felt the need to continously talk over me then was set to hang up on me so I let Kevin have it.

HORRIBLE. HORRIBLE. I would give a minus five stars if I could. Been getting emails from SW promoting credit card/fares. Finally SW flies where we want to go so signed up for card and wanted to charge air fare to the card. Called SW customer "disservice". Had to wait hour and 45 minutes!!!! No option for holding place in line and getting a callback like other modern corporations. Hope planes are in better shape than this extremely poor excuse for service. I wish New Zealand Air or Emirates flew here in US as competitors to SW and the DUA's.

Southwest Airlines is the worst. Overcrowded the staff very disgusting attitudes. I could not even sit with my young daughter and that was her first time flying. They were not accommodating especially when leaving out of Orlando airport. Highly disappointed. First time flying with them and I am not looking forward to flying with them again.

Nope - never for me again. Booked a vacation through SW vacations. They made the first schedule change, then I made a change in return - - and then I spent six days on hold for over on hour at a time to make sure they informed the resort of the change. Bottom line - they didn't call the resort, so I completely lost my booking and my money. Their response: sorry, we don't control the resort!! Then how can they sell rooms at the resort, collect the money, and then no customer follow-through when there are a few changes? AND KEEP MY MONEY?

We've been loyal southwest customers for years. Rewards members, companion pass, sw visa, preferred--the whole thing. After the flights this past weekend, we're getting rid of all of it. NO customer service anymore. Rude stewardesses (won't call them flight attendants until they behave professionally, and they were all women, so not stewards). We understood the weather, understood the stress of a covid holiday weekend, but they were just indifferent at best and downright rude sometimes. And don't get me started on your stupid 1-2-3-4 system for ordering either soda or water! No coffee. No tea. No juice. And no alcohol! With these miserable flights, long layovers (San Antonio to Louisville through Vegas with a 3 hour layover?!?!), packed planes, and masks, couldn't I have a glass of wine? And don't give me the mess about unruly passengers maybe if you'd treat us like human beings we wouldn't reach our breaking point. I'll drive next time. I don't need to pay $350 to suffer for 14 hours.

We flew from Louisville to Baltimore on 5/26/21. Our flight was delayed due to weather (610 PM flight). We finally boarded and flew all the way to Baltimore, circled the city, then were told we were being directed to Philadelphia because the weather was far too bad to land, only to actually go to Pittsburgh, and land to wait out the weather. After being on the ground for awhile, we flew and landed in Baltimore, only to arrive and be told we could not get off the plane due to there being no jetway. So, we sat on the plane for over thirty minutes waiting. The luggage was taken off the plane while we waited, but when we arrived at baggage claim, nothing. We waited an hour and a half for the luggage due to "there being no one to handle it at this time of night". It was already off the plane. It just needed to be put on the carousel! We should have arrived in Baltimore at 825 PM. We arrived shortly before midnight. We spent more than four hours on the plane. After all the delays for weather, jetways, and luggage we finally departed BWI in our rental car a little before 2am. Completely unacceptable. The two stars is because the captain and crew on this flight were exceptionally nice and apologetic for all the delays, otherwise it would have been one or even none, if possible. On our way back, our flight was delayed yet again due to weather. The weather is beyond their control, of course. During our wait, the staff was condescending and rude during their announcements. It was repulsive. They need a refresher course on how to speak with and interact with the public. The weather is absolutely out of their control and they cannot be held accountable for that. However, the way things are handled during these situations is absolutely within their control. If you are well aware multiple flights are being diverted due to weather, perhaps you should have a plan to keep staff on sight to handle when they arrive, instead of going on as normal and ending up with a bunch of weary, upset passengers left waiting for the one person still there to handle all the chaos. Weather situations aren't a one off. This should be something that is prepared for and planned courses of action in place. If I didn't know better, I would have thought this was the first time Southwest had ever dealt with a weather delay situation. It was abhorrent.

I cancelled a flight months ago and they never cancelled it. Called back to cancel and have been on hold for over 40 minutes. This is not the first time this has happened as I always have an extremely difficult time getting a hold of somebody from this company for help. I would not recommend ever using this airline over delta, or American Airlines as not only are the flights just as expensive, but when needing to cancel you will never get your money back and will have to spend hours waiting on somebody to answer to cancel the flight just to get credit off on your next flight. I have been with many airlines in the past but I can confidently say I have never had to struggle with an airline nearly as much as this one, as they have made it practically impossible to get a hold of anyone. If you are deciding whether or not to use this airline I would strongly advise against doing that. Not to mention the website when booking the flight is extremely unclear

I need assistance with an existing reservation and I have been on hold for over an hour and 20 mins. This is completely unacceptable. This will be my last time flying with southwest. I took a picture of my hold time. I wish I could upload it as proof.

Our first trip since COVID every employee we interacted with was awesome and had a smile on their face they made us feel like they really cared about us I injured my leg before our return flight they preboarded us and checked on me several times during the flight what a great experience to get us traveling again Thanks Southwest ❤️❤️❤️

I booked southwest through a third party and everything showed up but southwest said my flight wasn’t confirmed and then I booked again and didn’t try and cancel my flight I explained that to them they didn’t give a flying damn I had just made the reservation at least 10 mins before I called them. I thought they were going to apply points to my account instead they said they were going to refund me that could take up to thirty damn days. I’m trying to book a flight for my birthday in June but they were not understanding and they didn’t solve my problem so I will not be flying with them either.

They simply just don't care the way they used to. Just waited to fuel up a plane that had been sitting at the gate all morning. Pilot blamed it on a shortage of workers. Thus, we sat for 40 minutes to get fuel to fly 45 minutes to Phoenix. They just don't care.

We were flying out if Portland, arrived at 4:15AM no window open finally at 4:30am employees came out by then there were over 200 people waiting. They had no one directing people where to line up so it was mass confusion with lines going in all directions. There were passengers screaming at each because people were cutting lines. Very poor customer services and not enough help. Then on top of this issue the flight was delayed three hours. The other airlines had windows open, plenty of help, and no lines. I suggest if you can fly another airline at close to the same price you do so.