Southwest Airlines Reviews

Onboard SOUTHWEST AIRLINES flight from Phoenix to Ft Lauderdale, just as the door closed to leave, I was assaulted by the Flight Attendant. As I was saying goodbye to my husband on my phone, a male flight attendant leaned past two passengers to jab his fingers into my shoulder. I was sitting in the window seat and suddenly felt pain in my shoulder from this male flight attendant's assault. I recently had rotator cuff surgery, and I was shocked that a man just poked me there. I am a 63 year old woman, and I pre-boarded due to disabilities. When I looked at him he said "turn off your cell phone now". The preparation announcements were just being made when this assault took place. As I said, I was telling my husband goodbye . With doors flying off, DEI hiring of pilots, and all the horrors of flying, I ALWAYS tell my husband I love him just before I take off. I did nothing wrong, and certainly, NO FLIGHT ATTENDANT HAS THE RIGHT TO JAB HIS HAND INTO ANYONE'S SHOULDER. Well, I contacted Southwest Airlines and they essentially called me a liar. (It took a month for a response from SWA) I provided them with full details and also a photograph of this flight attendant. Their delayed response was that the feedback of the crew member was that he did not recall. They quoted their policy: "Once the entry doors are closed in preparation for pushback, cellular voice and data functions must be turned off". So instead of being appalled and sorry for this assault, they implied somehow I did not know about turning off cell phones. EVERYONE KNOWS THAT, yet NO ONE SHOULD BE physically assaulted by a flight attendant. SWA doesn't have the right to lay hands on a passenger. My complaint was completely blown off, and swept under the rug by SWA. They ended the correspondence by "We hope you  will fly Southwest Airlines again and that your support and confidence is very important to us". ARE YOU KIDDING ME? Why would I fly them again after they physically assaulted me? So after they assaulted a 63 year old woman with disabilities they took no responsibility, They we're very clear that somehow it was my fault that I was assaulted. Well, I am done flying SWA. There are better airlines that value their passengers and treat their passengers with respect.

The day before our scheduled flight I checked in through the app. I called my wife to ask if she had checked in, but she was having difficulty w/the app. I called customer service. Within a few minutes the customer service rep had fixed the problem & even had her booked in a better group. SWA customer service doesn't always get the credit & positive recognition they deserve. In addition, when we were checking in for our flight, there was a line for 75 plus people. The local SWA employee in St. Louis had a great attitude & was so positive in all her interactions with all those trying to check in. Again, I just want to give credit & recognition to the many who do a great job every day. Thank you.

I think many people only leave a review when they have something negative to say. I've flown on Southwest Airlines for 30 years without issues. I think they lost my bag once, but that happens with every airliner. The Southwest staff is SO MUCH friendlier than other airlines. Southwest's prices are often cheaper than others, too. I've had a few unfortunate situations with Southwest, but out of all other airliners, I've had the LEAST amount of issues with Southwest. Even when I call their main customer support line, the agents are understanding, courteous, and helpful. It's a reality that problems will occur in any business. I appreciate Southwest's importance on customer service. Definitely my favorite airline!

Our flight was canceled due to weather from Denver >Milwaukee. I made a mistake on how I booked our flight out. Which was over $740.00, but I was told to just call customer service & I’d get my money back. The next day when I called the I-FLY-SWA # I told the representative the situation (3) times She replied all 3 times “we don’t refund for flights already taken” So thinking she was just having a rough day I hung up. I immediately called again and got a rep. 1. That listened to my situation, 2.put me on hold to ask what to do. & 3. When she came back on, she said she understands the issue,& opened a claim report and SW would research the situation.YEAH, within 4 days I received a call that I would receive a full refund. And 2 weeks later I received all my money for the flight I booked unwittingly. KUDOS to Southwest for understanding and refunding my money. I know I didn’t follow prodigal but it is stressful when a flight is canceled, and I did what I thought was correct. but again SW thank you It did cost me 1 nights stay in a hotel as Southwest does not pay for a room if weather related but that was minimal compared to the 747.00 flight. So despite the 1st.call, I STILL give SW a 5 STAR rating.! For knowing we are all human.

I used to fly SW Airlines almost exclusively and continuously promoted it. In the past year it has gone completely down the tubes. I fly to ABQ from DEN at least once every 3 weeks on business. Now I am on United first class. I can afford it and it is well worth the not great fare difference. SW has been over 1 hour late on the return flight over 4 times in a row. The gate agents have now become terribly rude and inconsiderate. I have 80k points on my SW Rapid Rewards account and I am just going to give them away rather than endure the torture and inconvenience.

BUYER BEWARE! Early check in fees are non-refundable. I learned the hard way and thank goodness it was only $25. Everyone should know this before adding the early check-in. Very customer unfriendly!

Is there a way to give less than one star? I attempted to cancel my flight WITHIN 24 hours during massive storms, and I couldn’t cancel it on the app. So I thought ok, I’ll call. How hard could that be. I was on hold for hours. When I finally got someone, they told me it was just past 24 hours (which was their fault for the wait times and the fact their app was down) and to contact complaints. I tried complaints, who sent an email saying tough luck and gave no way to respond. I tried chatting in. Tried calling in again to talk to a supervisor. They said “we don’t have supervisors.” Abominable service, and the reason I had to change my flight was due to a family member who was extremely sick, as I told Southwest. Airline with a heart? Worst airline I’ve dealt with. Don’t expect help or humanity from them.

We had a bit of a flight-booking panic in January 2024 as we were packing for our upcoming trip the next day. I remembered booking a flight for my partner; however, we could not find the reservation. I looked on my account and my partner’s, but the reservation was not listed. We were headed to work an event that we could not miss. So we had to purchase a last minute flight for $465 as missing work would have wasted three months of preparation. My partner received an email the next day stating that their reservation had been cancelled. This was for the flight that I had initially booked that didn’t appear on either of our accounts, and we could not find. I contacted Southwest by phone and was referred to their customer service email support system and they responded coldly nine days later by simply quoting their policy on FRIDAY afternoon! SWA/Donna, can you please NOT give devastating news on Friday? SWA Case#: 84809854 Sad to say, but like most corporations today, once they’ve got your money, you are not important. I think I’m going to drive from now on.

Booked Roundtrip flights for September 2023. We had also purchased the early bird for both legs of the trip. When it came time 36hrs before flight to check in for seat assignments we received a notice that we could nt get seat assignments until 24 hrs and that Southwest would let us know are boarding numbers. Then we received and email that said they could upgrade us to A boarding if we paid another $50 a piece.... which added up to an additional $100 dollars each for both legs of flight. That was $200 extra for both of us.....on top of the $100 dollars we already paid for the earlier Early bird fee when we booked the flight. We booked our flights four months prior to departure. I tried to find out what was going on but no one would answer my questions. There were several passengers with the same issue. Southwest had decided to change the way they do the early bird and the increased fee without any prior notification. Tried to get answers to what was going on from boarding person but she told me to contact the airlines directly. had to email because no one answered the phones and I was told sorry but there was nothing they could do since the fee's had changed literally like a day or two before our flight. I tried to get them to refund the early bird fee's that we had already paid earlier since we did not get early bird seating after all and could not pay an additional $200 at that point. Basically I was told there was nothing they could do. I have flown Southwest for many years but this last experience was enough to make me look elsewhere. To ask us to pay an additional $200 each for the flight.... was totally unreasonable. And I could have booked thru another airline for less than they wanted me to pay for the Southwest airlines increase and would have gotten assigned and reserved seats in the process. Will definitely being flying with another airline in the future

We were involuntarily bumped from our flight. Come to find out that Early Bird Checkin isn't really a checkin, it holds your boarding position, but doesn't count as a checkin, so we were last in the checkin list since we printed our boarding passes when we got to the airport. This meant we were the last to checkin and the first to get bumped for an oversold flight. The advertise and push early bird, but don't tell you this key information. Rather deceptive marketing to make a quick buck. Meanwhile, our luggage took off without us, leaving us stranded in Denver, with sub freezing temperatures and no winter jacket because we put those in our checked luggage since overhead and carryon space is always a problem. They stole our luggage and stranded us without proper clothing in a harsh climate. They gave us a check for the inconvenience and rebooked us for the next day, but doesn't help when we don't have jackets and have to expose ourselves to the cold to get to the shuttle and find a hotel. Our rebooked flight was cancelled and rebooked, but if I wasn't checking my email, I would not have known and been able to properly checkin again. The gate people did not provide us with a printed document explaining our rights as they should in accordance with DOT requirements, let alone could not tell us the base price of our leg for that flight in the refund they issued. They don't care about customers, just about filling their planes to make a buck.

Always fly Southwest whenever possible. So flexible it takes the stress out of travel. Great customer service.

Flight from Washington DC to Atlanta. LATE 30 MINUTES. No reasons given! Service has really gone downhill in the last 3 to 4 years.

This company went downhill. First of all, the ticket counter made us get rid of stuff to board the plane. We left our personal things at the ticket counter worth over an estimated $400 dollars because we were a few pounds over company policy. After fumbling around the ticket counter for an hour, we almost miss our flight. My family (wife, infant, toddler) had to run to the departure booth. The manager at Myrtle Beach airport for southwest was extremely rude and mean. She deserves to be be fired! We were about to board the plane and she made us take things out of our bags (again!) and move things around saying we had too much stuff. We had just been hassled at the ticket booth and dropped our stuff on the curb. The manager and her ticket collector tried to charge us for the baby carrier. The manager and her staff at Myrtle Beach international airport were burned out, disrespectful and mean. We finally get on the flight and the male flight attendant gave me a sarcastic remark "you know, we allow free checked bags right?" Talking to me as if I did not know and I'd rather carry all my family stuff on carry on. “We are moving, and not on a vacation and had maxed out on checked bags,” I said. I should not have to defend my self to smart remarks on the plane. Of course no flight attendants helped with our luggage while I had a baby and and infant. One of my bags was ripped when I received the bag in New York. I then had to buy a $65 dollar bag to cover the ripped bag on my connection. Of course the new bag also ripped receiving on the next airport. Absolute horrible flying experience.

Southwest flight was delayed on leg one; I had paid early bird fee and had an A Grp boarding pass. SW rebooked for free but went from A to C on that first leg and A to B on the second leg - which was the same flight from the original itinerary. Of course they kept my money. Lesson here - don’t drink the SW Kool Aide. Don’t buy upgrades - good chance it’ll just be a looser. Happy Trails

fat people get extra seats with no extra fees and are kicking out passengers of the airplane because of this. this is not okay!!!

My daughter got up at 3 am to catch an early flight to Portland. She had her carry on, and little dog in her carrier, her cell phone, passport, jacket etc., She met her ride, and turned over her dog to him, and put her carry on in his car. Then went back to pick up her luggage. Hearing her name paged to go to security, they had found her purse! It was left behind on the seat. It had some ID and all of her cash. Everything was still in it. She tried to tip the security but he refused. Great customer service. Thank you so much. Would definitely fly Southwest with employees like this kind person.

WORST AIRLINE! How can an obece fattass take 3 seats from a mother and her 11 year old child!

I was at the airline where I saw you boot out a mother and two children for one fatty to have 3 seats. 3 literal seats. How can someone even take up that much s[ace? You [your so sad that you cant have cussing or take criticism can you?] literally stranded a mother and two children because of one obese woman? You all suck, your policy is crap. Your glorifying obesity and you are all a pile of horse sh-

I flew Southwest airlines To go to Disney world from Saint Louis Missouri. I am in a wheelchair. Everyone in southwest airlines was accommodating, kind and courteous. They went out of the way to make sure I was comfortable on the way to Orlando and back home.

Horrible. They will kick you out of the flight and leave you stranded because a fat person asked for an extra seat. This is their actual policy.