Southwest Airlines Reviews

Bad flight attendant I asked for an alcoholic beverage When it came time to pay she told me I need to pay with card and I can't pay with cash. (My 2nd time flying with them) Eventually after both of us understood that I lost my debit card, I asked how much the drink is worth and she said $7. I since I can't pay with cash can I get a complementary? She said that she would think about it. When she came back she said she was sorry and that she couldn't justify the complementary drink. And helped me understand that she might be brought in for questioning and whatnot.  And I agreed with her that I didn't want her to get in trouble as well. If that was going to cause an issue. During the conversation on what was needed to justify a complementary drink and I wanted to pay for this drink and I wasn't able to pay by card she said... "Im sorry if alcohol is all you ever drink in your life." Literally that is what she said. I said, wait what? She said she was just playing after that. I said Susan i'm done talking to you. Flight 3262 from geg to Las vegas Don't get me wrong, I love south west... This is just a 1 off with the flight attendant. Their cancellation policy on if you can't make a flight and other perks are awesome. I was thinking about getting their credit card for the flight mileage and whatnot. I'll probably still fly with them but wow, For an employee to tell a person "i'm sorry if alcohol is all you ever drink in your life" is absolutely out of the ordinary.

I have been flying Southwest Airlines for years. They are affordable, courteous, bags fly free and consistently improving their service. I get the feeling they care deeply for their employees as well and have very diverse teams. Lol and they're funny too. I'm proud of them for changes I've seen over the years and very impressed with the consistency of continued improvement. Oh, My flights are always on time. Only 1 delay in all the years, due to weather. Thanks Southwest. Keep up the good work.

I had a very horrible experience with southwest. Southwest flight attendant acted poorly and unprofessionally. I was attacked by a copassenger who shoved me and elbowed me because I put my hand on the middle seat arm rest. I called the flight attendant. When I shoved her hand back the flight attendant instead of listening to why i called the flight attendant....instead yelled and threatened me. Her behavior and comments made me feel threatened and he behavior was unprofessional, prejudiced and completely inappropriate. I had a bruise on my left side due to the elbowing by the passenger .

Their flights have always been on time. They let you change your booking. You get a stand up comedy show from the flight attendants with every safety briefing. They cost more than they used to - but I still adore travelling with them. <3

Horrible customer service!!! Crews are rude and have no could care less about you needs! This must have the worst training department of all the airlines

Easy booking, boarding, comfy enough with nice attendants. For the right price as well. My second time flying with them and I think they are doing very well.

On August 22 flight #2421 was over 20 minutes late arriving at Mccarran International Airport in Las Vegas. This caused the flight to leave Las Vegas over 50 minutes late this jeopardizing our connection flight #1296 in Nashville, TN. The flight attendants then said they will hold the plane in Nashville until we arrive there. However we paid for the early bird check in because Southwest doesn't assign seats for their passengers. In order for you and your family members to sit together you have to purchase the early bird check in which assures you a place in line within the first 60 people. This does NOT work if your flight is delayed coming in and your connecting flight already boards everyone even the people who didn't pay for the early bird check in. So you get screwed and lose your place in line which you paid for. So when they boarded us onto flight #1296 and we tell the flight attendant that we paid for the early bird check in. The flight attendant says well we waited 20 minutes for your flight to get in. How is that the passengers fault that the flight go in late? So they tell us to sit in the only available seats which are center seats not even in the same row. Also to make matters worse the seats are sandwiched in between 2 larger than normal sized people. So I had to squeeze between 2 large people and my husband got to sit next to a 350lbs man who was partially in his seat so much so that he had to lay his tray table down to lean on it for the entire flight. Did the flight attendants care???? Of course not because they herd people like cattle on these airplanes, they don't care if your flight is uncomfortable. The flight lasted 1 hour and 23 minutes to Orlando. When we got home. I called Southwest Customer Service and the only thing they said they can do from their end is to refund us the $12.50 each that we paid for the early bird check in. They said to call their Customer Relations Department at 1-855-234-4654 option #5. On 8/30/19 I call Customer Relations and explain to the representative the situation and the terrible experience and she said she can only refund us $50 each in travel vouchers towards another Southwest flight. So this airline company takes your money, gives you a terrible flight experience and only gives you $50 each for your unsatisfactory experience due to their flights not keeping on schedule. I told the representative if Southwest assigned seats in the first place it would not have been a problem because no one would have sat in someone else's seat. We pay for the early bird boarding to get within the first 60 people on a plane so parties can sit together. Looking back in hindsight my husband and I should have walked off the plane and asked to be put on another plane where we would be able to board within the early bird boarding and not loose our place in line. I doubt if I will ever book another trip with Southwest Airlines. Greed runs their business.

I had the worst flight today from Baltimore to buffalo. The seating method is awful. I Got stuck in the backseat near the bathroom. The seats were no comfortable the flight was nothing but scary and Bumpy. No drink service. I will never fly Southwest again

I was a passenger on flight #1002 from Atlanta to Chicago on Thursday, Aug 22, 2019. Brian, one of the pilots, conversated with me before boarding; he even pushed my wheelchair down to the plane entrance. That was awesome! As I was waiting to be wheeled to baggage claim after destination; Brian wished me a well recovery! His act of kindness made my day! Thanks!

I book wrong flight from Dallas to Ft Lauderdale, it should have been to Orlando . We are going on a cruise boarding at Port Canaveral. Didn't realize this until 2 days before my departure! I was in panic mode , blood pressure rising, I looked at my wife and said "I screwed up". So I called Southwest Airlines and April Castile answer the phone with a very sweet voice , I said I made a boo-boo, I explained I booked wrong flight, the first thing she said "lets see if we can fix this' she ask me for time I needed to be at ship. After checking her compute she said I can get you on a flight to Orlando , your arrival time would be 11 am . I said YES and then she book our return flight back home. April Castile represents what Southwest is all about "Caring for their customers" I know this may not seem like a big deal to most people, but image if it were YOU , this was HUGE mistake and April Castile corrected it . She is amazing , very friendly and cared about helping me . Southwest you have a very special person representing your company. I always fly Southwest out of Lovefield , less hassle than DFW and because of great caring people like April Castile - I am a loyal Southwest customer. I highly recommend this airline. A+ / 5 star airline !

Always good service and pleasant crew

Southwest used to be my fave, my "go to" airline. Not so much lately. I pay the fee for a better boarding position since they use "open seating". With this fee, you are guaranteed to board with the A group (which means never being forced into a middle seat). The problem: family boarding happens AFTER A group. That means despite my best efforts to pick the optimal seat, inevitably a family with toddlers sits behind me, and inevitably I end up having my seat kicked for the whole flight (or having a child screaming in my ear louder than my noise cancelling earphones can drown out). The extra money I pay is WASTED. I suggest Southwest board families FIRST so the rest of us can make a truly informed decision about our seat (avoiding children firvtgose of us who prefer that), or have a section of the plane that is designated "family friendly", again so the rest of us can make an informed seat selection.

Late away from my family very uncomfortable do not recommend it and pricey to

I was flying from providence to Las Vegas. The flight was delayed from providence to baltimore. The delaywd flight to BWI landing time is 8:55pm. my connecting flight from BWI to LAS was taking off at 8:55pm. THE WONDERFUL agent in southwest Kyle at the PVD counter helped to get in to front seat from PVD, so when I got to the BWI, I ran to my connecting flight. N I caught the flight. Thanks to Kyle helping me out for finding out the updated gate info as well to get prepared to catch the connecting flight. I was so glad that I did not have to fly the next morning. They got my luggage too. They are so wonderful. Thank you for your great service.

My daughter-in-law was planning to bring my grandson to me for a visit last year. I have not met him because of medical issues and flying. The baby got sick, so the flight was canceled. A year later they are charging 100$ to move the ticket into a voucher we wanted to use right away. I get the punishment fee, but they repeated several times “if it doesn’t show up in the mail, wait 20 days and call again, and we investigate, and then send it by email. Why the ?#*@ can’t they send it by email now! It was paid for, they collected interest for a year, plus 100$ fee. Sick system. Won’t use this airline. Customer Service should be important!

I was unable to use my travel finds when trying to book online. After numerous attempts and error messages advising they couldn't find my information, I had to call in to speak to an agent. She was very helpful yet I charged twice over the phone for my plane ticket. Its Thursday and this happened last Friday. I've called Southwest twice a day everyday and get different info every time. The training is not regulated as they all have different knowledge and resolutions. Each SW Rep advised its not their fault, its the bank. The bank didn't wake up and decide to double charge me, so this is very frustrating to be ran around like this. I finally spoke to Madison in Customer Relations who spoke to the FINANCE Dept. NO other rep mentioned there was a finance dept. LOL! Again, all different info. The finance dept was FINALLY able to locate the pending double charge when all other reps said they couldnt find an extra charge, as if I had made it up. They would let me hang up with no resolution and total confusion. The double charge was located but they are unable to do anything about it because its just an authorization and not an actual charge. Well, tell my money that because my acct is negative and Im completely unable to use my funds. The main charge has went through yet Im still waiting on the pending charge to clear or drop off . Its been 5 business day and this is the last time I will ever do business with them. The fact that I have a trip scheduled and have no funds to travel or get prepared is the most unsatisfactory situation I have ever been in. *Side note: Liza in Customer Relations sent a hold release letter for my bank to release the hold of these funds. This solution was Funny, as my bank cannot release funds they never held. LOL! Incredible!!

We have an 11 year old in DC for camp, camp ends and kids fly home Friday. Southwest WILL NOT reroute his flight without an additional $200. Mandatory evacuations are starting, I10 is going to be a cluster of cars, the streets are flooded, water is coming into homes and cars. This is not an adult who is capable of hanging out in the airport to wait out the storm, or head to a hotel- this is an 11 year old child who is away from home and will have NO adult supervision. Why a waiver for an unaccompanied minor does not exist blows my mind. Policies need to be adjusted. I will not fly Southwest again- y’all do not put your children on Southwest. PS: we ask for a supervisor on was hung up on. Sad.

I flew out of DCA on 18 June 2019 on Southwest flight #0573 at 6:45 am for FLL with my best friend. Prior to boarding, I checked my aluminum RIMOWA suitcase with e-Tag (a limited edition case that was very expensive and is no longer available). This was only my second time using the suitcase, and it was in very good condition prior to checking it with Southwest (only a few minor scratches that were indistinguishable unless you were looking for them). When we arrived in FLL and collected the bag, both of us were shocked. The suitcase is very durable (as it’s made out of heavy metal and does not dent or ding easily), and it was obvious that someone had repeatedly hit it with hard objects to damage it. There is even a perfectly round indentation now under where the top handle lies against the case (and there was nothing round attached to the handle). The case is dented and damaged beyond belief, including breaking the e-Tag display so that green liquid is seen dripping down the sides of it. I immediately contacted Southwest and reported the damage. I was instructed to submit all kinds of documentation and photographs to them so that my claim could be considered. I have dozens of pictures of the damage that was done. Southwest has not even considered my claim. They have ignored all of the intentional damage that I have documented, claiming instead that it is normal wear and tear. My travel companion can verify that the bag that I checked in was nowhere near the condition of the bag that I picked up when we arrived at our vacation destination. They are refusing to take responsibility because the suitcase was so expensive. Their claims of normal wear and tear are dishonest and fraudulent. Anyone traveling with anything of value should think twice before flying with these crooked vandals.

What happened to all those employees who help in time of need? There were kids on the ground exhausted, people in distress by the boat load. You guys are so quick to tell good stories and how your employees help. They all went home to bed, the few that were there I could tell were bothered by the chaos and had no answers for anyone. There was one employee walking down the long line of people. I thought finally someone to help give us an update. No she was just trying to figure out why so many hundreds of people were in line at such a late hour. I guess if I didn’t start recruiting people at midnight to help find a taxi, UBER or Lyft to Oklahoma I would have slept on the floor and I think your staff would have left thinking that seems wild. It felt like we were treated just like that a wild animal who didn’t belong in the airport. Left @ 12:30pm from El Paso Texas Flight delayed while on plane 655pm due to fuel gage?? 730-8 ish still on tarmac flight delayed due to tower down can’t read flight zones 900-930 still on tarmac flight delayed due to storm return to gate The ramp got stuck and there was an electrical problem. Still stuck on the plane. Pilot in disbelief and apologies We wait back in the boarding area only to be told the flight is canceled about 10-1030 hundreds of people get in line All the staff looked panicked with no words of comfort to a lot of sleepy, tired angry people We wait for hours to be told no flights till Tuesday, no vouchers for hotel no rental cars available too late to rent by midnight. 1am looking for a place to sleep. Decide to start asking Uber and Lyft after 5 drivers refusing to drive that far. I tried to go back into airport and they wouldn’t let me in. I’m tired, stuck with a floor or cement to sleep on. I call Southwest Airlines 1800 number lady tells me she can’t refund my money because I’m attached to my bags I’m told by other customer after Storm was over many other flights took off. Yet we were canceled. Grrrrrrrr I bribed one lyft car a $100 tip on top of the $200 $100 over the rate to drive us to Oklahoma city. Arrived at 4 am in a squished car, exhausted and tired. I was afraid to go to sleep because the lady driving was quiet and I didn’t want her to fall asleep. Now its 6.24 I need to figure out how to get my bags and rental car. what a nightmare I'm so upset with Southwest Airlines right now, they left me stranded, and for some reason decided our plane was canceled while others continued to leave to their destination Please call me, I have been very very loyal to southwest airlines yet they treated me and hundreds of others like animals left to the wild The worse part is SW makes it difficult to speak with a customer rep 915-539-9644. It was not civil or thought out. I want my money back

Really bad experience, No Wifi for long flights. I am Business Select Customer ( A List Preferred) and need spend time for my work during long flight , June 18th flight from Oakland to BNA (Nashville ) on June 18th flight 2504 and June 19th Flight 1356 from Philadelphia to Denver no Wifi. This airline loosing its quality, Will be switching to delta airline much better wifi connectivity. I am getting answer from Flight attendant to write bad review about Wifi as Southwest do not pay attention to WIFI equipment in the flight.