Southwest Airlines Reviews

they'll steal your money! had a flight cancelled due to emergency before the pandemic. didn't have an opportunity to fly again until over a year and half later, which was too long according to SW. keep in mind, no one knew when wed be able to fly again with the whole year of 2020 struck due to the pandemic. i won’t use them anymore because they’ve kept money for no services rendered! enjoy SW.. the last dollars you'll get from me!

Mixed feelings. Charged extra for a bag at a gates, staff helped to get new ticket to NY. Flight was ok

Horrible customer service! Very insensitive flight attendants & baggage claims. We were treated very rudely. They messed up our names on baggage tickets 3x!! They lost my mothers luggage made her go back to get it. Comp given had wrong name. Treated us like children on the flight from Baltimore to Hartford. And we were doing everything we were told w/ our masks, carry on. No matter what we did they were extremely picky. My husband & I felt very embarrassed. We are not youths. 50s! You people need retrain your employees on common courtesy. I am all over social media on this.

Very bad customer service, waited for 3 days to solve small issue.

I have just had the worst experience with Southwest Airlines customer service. I purchased two tickets for my daughters (unaccompanied minors) but didn't receive confirmation, but the charge is pending on my account. I called customer service right away, was placed on hold for nearly TWO HOURS before someone got on the phone with me. At this time I gave them the flight #s and names of my daughters which they placed me on hold for another 15 mins before they told me they couldn't find them on the flights told me I would need to contact my bank to have them provide a ticket number and the pending charges were a "ghost transaction" even though this money is no longer available to me, but I stated I would purchase the tickets again but at this time, they stated the cost would be $100 more! And said they would not honor the pending price. I stated if they answered in a timely manner the cost likely wouldn't have gone up. They stated that there was nothing they could do and they would have to charge me the additional cost. I am appalled by this service. I have proof and record of the time it took on the phone as well as the pending charge in my account along with the flight times and #s. They were incredibly rude and unhelpful. I decided that I would rather take my business elsewhere even if it cost me more.

Purchased a roundtrip ticket on Southwest. No problem. Weeks later they changed their schedule and changed my flights. They made errors and I had to wait and hour and a half to get them on the phone as I got a message that I could not fix this online. I asked for compensation as the (re)ticketing took almost two hours including my time on hold. I was cut-off before I could speak to a manager.

This is the worst airline. Our arrival has been delayed twice. Now our flight leaves at 10pm. We are traveling with seniors and children. I do not understand why this keeps happening. The airline should keep better track of things. I definitely would not recommend.

THIS IS A TRULY GHETTO ENTERPRISE. YOU CANT GET ANYONE ON THE PHONE BEFORE HALF AN HOUR & THEY DONT EVEN HAVE A CHATLINE OPTION ON THEIR SITE!!. THEY LIST THRU GOOGLE THAT THEY HAVE NON STOP FLIGHTS FROM ROCHESTER,NY TO TAMPA ,FL & THEY DONT. I WOULD NEVER DO BUSINESS W/ A COMPANY THAT CANT ANSWER ITS PHONES. I DONT KNOW HOW THEYRE STILL OPEN & LEGITIMATE BUSINESSES CLOSED!!

We have a southwest miles credit card and have had it more than 10 years. We went to use some miles (points) we accumulated for a hotel reservation... but wait, it wouldn’t let us use miles, so what’s the point of your credit card to accumulate miles if we can’t use the miles from it? Second gripe: i booked a hotel for my wife who is driving across two states with our baby and 2 children. I paid on credit card for sale day reservation. The transaction went though fine on the credit card and the money comes out of my account from booking.com. My wife gets there, baby in tow, and two young children at Hilton. I paid extra so they would be well taken care of. They show up, and are told they don’t have a reservation. Apparently booking.com (who has already taken my money) has not sent the reservation over to Hilton. This requires me to call booking.com customer service and wait on their automated line. I get to speak with someone finally, she is nice, but she can’t help. Instead she tells me that Hilton will refund my money (which by the way Hilton is trying to get us to reserve another room and pay for it again). Long story short I’m on the phone for over 40 min while my sweet wife waits. She ends up paying for another room. I get an email (which I requested) from booking.com stating that as soon as the hotel confirms that they are ok to cancel it, that the money will be refunded in 30 (yes, THIRTY) days!! What? The transaction is still pending on my card, just cancel it and it will fall off and never charge me. What kind of bank takes 30 days to give a refund when they mess up? Southwest uses booking.com for hotel reservations, this is a TERRIBLE PARTNERSHIP. Absolutely a horrible experience. Don’t expect to be able to use southwest points, don’t expect to get what you pay for, and please do expect to waste at least 1 hour on the phone resolving a cancelation. I’ll Never use booking.com again through any partnership and I’m disappointed in Southwest for this experience.

Hi, my name is Kathleen Alluin. I have a son with special needs, his name is Dominick. I was supposed to get married in March of 2020 one week after the shutdown so of course we needed to cancel. Never in our wildest dreams did we think we would have to cancel our wedding once let alone twice due to traveling still not being safe for Dominick. With vaccinations and places beginning to accommodate children with special needs I was hoping to take my boys to California to go the the beach and Disney land in September for Dominicks 4th birthday. It would also be his first birthday he would get to celebrate with my family since I am from California. When I called to receive a one month extension on his travel credits it was really surprising to me that they said no. Usually I do try to be understanding but I guess I am tired of people telling my son no which we have heard a lot of during this pandemic. I guess it just surprises me that there are zero accommodations being made for people with disabilities. In March Southwest made a form available to people with disabilities like my son who has sensory sensitivities which I feel like is a step forward. But even now the flight credit would only be made available to my son for 4 months, even though at this time I am not so sure I would feel safe traveling with him even now. Which makes his time period to travel even shorter. He had a flight credit that was only made available to him in a time period he couldn't use it due to his disability and the representative had to say to me was "I don't know what to tell you." Just like when Disney refused to give any service to my son "it wasn't personal". I am not sure how it's so easy for people to so casually be insensitive to a child who is constantly having to overcome obstacles and how heart wrenching it is for his mother to watch. And all I asked for was an extension to his flight credits for one month.

I have flown with Southwest for years and up to this point I have had great experiences. I had unused travel vouchers but was unable to travel due to the pandemic. I called Southwest and was told that the funds expire April 15, 2021 but to call the next day to have the expired funds extended. I called today and the rep told me that I will forfeit 100.00 per voucher. Completely unacceptable!!!!!!!! I will never fly with this airline again. The other reps I spoke to before mentioned nothing of the 100.00 per voucher being forfeited.

I used a credit from last year and decided to upgrade to Business Class for $300 more. Figured the seats would be comfy and better service. NOT!!! Business select is not a class and I was not told that. When I wrote SW. this was their response. Who wants to pay $300 extra for a “ Business Class” seating??? FYI. This is not a special class , the seats are not better. SOUTHWEST AIRLINES does not make you aware when purchasing. Below is their response. Dear Jacqueline, Thank you for your email. We appreciate the opportunity to assist you. We appreciate your purchase of our Business Select product, and we’re glad to offer Customers who purchase our Business Select fare many choice amenities. Perks such as priority boarding, Fly-By security lanes (in select airports), extra Rapid Rewards Points, a free alcoholic drink onboard, and the flexibility to fly standby on a different flight for no additional charge keep our very best Customers coming back and purchasing Business Select again and again. That’s why we’re as disappointed as you are about your recent experience. We have an open seating policy so it is possible that “through” Customers (those folks already on the plane and continuing on to the next destination) will already be occupying some seats when you board. Because we do not want to diminish the benefit of being one of the first to board as a Business Select Customer, we monitor and fine-tune the number of Business Select fares available on each flight, paying particularly close attention to flights with an unusually high number of “through” Customers. We’re sorry you didn’t get your favorite seat this time. Your feedback is important to us, and we have included it in our monthly summary, which is distributed to our Senior Leaders. We know you have choices when you fly, and we truly appreciate that you chose to travel with us. Your business is truly important to us, and we look forward to our next opportunity to welcome you onboard. Sincerely, Kelvin Williams Southwest Airlines I assure you this was not about "a favorite seat" but poor customer service and being mislead when purchasing. I bought a class and a seat that should have been worth the $300. extra. Comfort NOT, Service - Under average and a HARD PASS on the extra $300.. Oh and the drink tickets, not valid.....For all Southwest Customers pay attention or pay more for nothing......

I always fly SouthWest! I am a Dallas Cowboy born and raised, and I have been flying SowthWest for years. Boarding is always on time. I have never been late. Layovers have always gone smooth. Knock on wood. I don't wanna jinx myself. Their customer service the couple of times I had to switch ticket destinations was absolutely correct. I feel safe flying with this company.

I’m stuck at the Dallas Airport on a 4 hour layover, because Southwest changed my flight without my knowledge. They said they tried to call me, “but the voicemail was full.” Okay, so they subbed a crappy flight FOR THE SAME PRICE/POINTS and I couldn’t check-in to the second leg of my flight until I got to the layover location in Dallas. Now, I will arrive SIX hours later than my initial reservation AND I was placed in C group, because of my late check in, even though, I’m a Rapid Rewards member and I spend A LOT of money on my Southwest Credit card every year and I tried to check-in 24 hours before the flight. I asked if I could get an A or B group, because of my daughters traveling with me and since it isn’t my fault for the late check in. No one wanted to help me with that, unless I wanted to pay $120 to “upgrade” to A group. Christina at the counter acted like I was lying about not being allowed to check in from my original location, Austin! I have 4 flights scheduled for next month. After that, I will probably NOT use my Southwest card and/or fly with Southwest again.

SouthWest has the worst refund policy considering all the challenges with COVID-19. You cannot apply travel funds to an existing flight, you cannot apply travel funds for another family member and if you cancel an existing reservation to use the travel funds they will just credit you back more travel funds. Absolutely 0 flexibility given all the challenges with flying over the past year. Go with another airline who has better customer service and flexibility.

I will never in my life fly southwest! Back in June my mother booked flights to be apart of my brothers wedding, nys had shut down travel so she could not make it. Southwest REFUSED to give her, her money back but gave her credit towards her next flight. Well her next flight was scheduled on March 29th but my mother unfortunately lost her battle with cancer on the 24th. I called to get her money back, they would not transfer the tickets into my dads name and are REQUIRING a death certificate to prove her death. First off? Your a goddamn airline not a major credit card company or something of significance. You already refused her money back once and to make this a more awful situation than it already is. BE ASHAMED of yourselves. You’ve held onto her money sense JUNE 2020!!!!!! Now she’s passed away and your still difficult. I will NEVER fly southwest again, I will not support you. My mother only flew southwest. I will tell everyone I know my experience..word of mouth is a big deal. Given our circumstances && having to stay longer than anticipated United airline..issued a refund the very next day with no questions asked for our flights back ! A damn shame.

GREAT AIRLINE! Love the service and the ORANGE JUICE. Peanuts are AMAZING. Don't get me started on the BUTTER landings...

Description of Problem/Inquiry/Comment: On march 24th 2021 I was in my first flight nightmare. As I was requested, I was wearing a mask the whole flight. The only thing that happens is because the mask was big on me, it was sometimes under my nose, and I fix it immediately when the flight attendant asked me to. I was at the beginning of the plan, and somehow I was the only one she was looking for. My dog was under the seat in his bag, his head was out because he was barking since he has anxiety, she was telling me to put is head in and the other flight attendant said it's fine because he didn't let people sleep. When we landed, a manger name Julian Sanchez was waiting for me, telling me she is going to call the police if I'm not giving her my name, while the other flight attendant screaming "dirty jew" and lying saying I was treating her bad, when I never ever reached to her even once! The flight attendant clearly was racist to me, lying I refuse to wear a mask, when I never ever refused to wear a mask, people on the flight next to me can tell it!!! When I was asking julian Sanchez to get the flight attendant name, I've been refused by her, violating my right the file a complaint against this flight attendant, whome I think should leave the airline since she give it a really bad name! I never felt so ashamed and embarrassed. I called the customer service and they didn't want to tell me her name, like the manager Julian Sanchez told me to do. I find the flight attendant a layer, racist and very rude. I find myself powerless against a big company that won't care, and will do everything to protect their employees and names. If I had a video to document all what happened, everything was easier

I consistently find this company is great fly with and it’s easy to use their site. I also like their site and app.

It's either good or bad when I fly with them. Either the staff are incredibly friendly and charming or they're just rotten to the soul.