Southwest Airlines has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
I actually like Southwest Airlines and they have a flexible cancel policy and never had issues but for the last couple months all my attempts to buy a ticket are coming up payment error with funds in my account. I have tried multiple times spread out for weeks and still the same
I had booked the flight from SJC to DCA connecting at MDW for my 15-year-old son and his same-age friend for July 19th. We started driving to the airport at 5:10am for 7:25am flight. Southwest had sent an email at 5:15am stating the flight cancellation & the automatic rebooking on different flights. They reached at DCA at 11pm (vs 6pm as per original itinerary). There was no "Text" notification sent to the phone number listed in the booking. The phone number definitely would have helped us to learn about the cancellation before reaching the airport and the "text" message would have definitely helped us to choose the better itinerary compared to the unfriendly itinerary that was chosen by Southwest (multiple better itineraries were available). It was too late to pick a better itinerary after already reaching the airport. Humble request to Southwest: Please use all channels at your disposal including the text messaging when you cancel the flight just 2 hours prior to the departure time. So that it gives an opportunity for your customers to react and replan better.
SWA has a duopoly on flying to Fort Lauderdale. I had to change my flight. The price went from $188 to $464. Congratulations SWA you are now like the other airlines.
We have flown with Southwest for over 20 years and never had any bad things to say, not 1. Now there's the baggage increase this was one of our favorite perks flying with them. We just flew to Utah and has the worse delay with them and less than a month later before even getting on our flight there's a delay again. I think our time with Southwest is coming to and end.
No description available yet.
Website
www.southwest.com650 total • Write a review
US
When you book a flight with Southwest all it tells you is "BAG FEES MAY APPLY" it does not tell you or guide you to where you need to go regarding bag fees. I had to contact Southwest to see if bag fees apply. I was told you are charged at the airport. It is just a little misleading. Southwest was the airline that was different now it is like the rest very impersonal.
Date of experience: July 12, 2025
US
HEY SOUTHWEST YOUR PROMO CODE "BIG DEAL " 50% OFF FARES. I CHECKED A FLIGHT WITH THE PROMO CODE AND WITHOUT THE PROMO CODE AND GUESS WHAT THE FARE IS THE SAME. WE THE PEOPLE ARE NOT STUPID. IF YOU'RE GOING TO ADVERTISE A DISCOUNT THEN DONT TRY TO PULL A FAST ONE ON US.
Date of experience: July 8, 2025
I have already cancelled 2 SW flights due to the charge baggage issue. I pay for the CC but we have 2 cards in the family, the other person does not travel. thus I cant get my bag free with my card. I am cancelling the SW card this week and going with United. so done with SW and the management group that stole them and turned them into a joke. Next we will see that they are in bankruptcy because they were about loyalty, now they are about scamming the customer. I will not even wish them good luck, I wish them a hard fall right out of the industry.
Date of experience: July 3, 2025
I expected better from Southwest Airlines. When I applied for the Chase Southwest® Rapid Rewards® Priority Credit Card, I did so under the assumption—based on how the card was advertised—that both I and my authorized users would get the free checked bag benefit. This turned out to be completely false. The real rule? Authorized users only get the free bag if flying on the same reservation as the primary cardholder. This is a huge limitation that was not made obvious in any of the marketing. The fine print technically covers it, but Southwest is complicit in this misleading messaging. The airline promotes the card across its channels and website, using language that implies the benefit is broader than it is. That’s a problem. When customers make decisions based on half-truths, that’s a breach of trust. Southwest could’ve stepped up—clarified things, taken responsibility for how the benefit was marketed, or even helped resolve the issue once I raised the concern. Instead, I was passed off to Chase, who predictably denied everything and refused to help. I’m extremely disappointed in Southwest for allowing this kind of customer experience to be associated with its name. The airline's image has always been friendly and customer-focused. This experience made it feel like just another corporation using loyalty as a trap.
Date of experience: July 2, 2025
They kept postponing the departure without being clear about the time. This already was a late flight. At midnight (!!) they told us there is no pilot for the flight. This is ridiculous.
Date of experience: June 28, 2025
Ive flown Southwest for years. I fly so much we also get free companion flights. I have had zero issues in all these years which total more than 20 years. Some folks don't care for open seating but for us, we prefer it. We checkin early and have never had to sit beyond the evac seats. We typically sit in the very first row. I appreciate the multiple carry-ons that SW allows without any questions or hassle. Booking is a breeze as well as changes and cancellations. Other than tight seating which could be improved but other airlines are equally cramped for a much higher rate. Their personnel, both by phone and on the aircrafts, have always been friendly, helpful and funny. I supposed based on others reviews, we've been lucky or maybe we know our way around this airline a little better than most. I don't know. I do know that I will continue to use this airline for all the above mentioned reasons and will chose them for domestic flights over any other.
Date of experience: June 27, 2025
I used to fly Southwest over 100 flights a year over five years ago I stopped because I saw the deterioration of the airline it’s employees and the way they treat people. I bowed never to go on Southwest again a beam that I traveled with them for 16 years. I gave him another. Try this airline has now done nothing but try to make money by reducing the service for treatment and everything that set them apart. The little bags of peanuts have now become pretzels, smaller the cups they used to be plastic have now become paper a lot smaller. The armrest on the seats have become thinner. The cushions have become thinner. The seats have become narrow. The gate service is almost nonexistent of how rude they become They now charge for bags to name a few. One is better off flying to DFW and flying on one of the other airlines you get much better service much better snacks and if you’re gonna pay for luggage and everything else to Southwest is charging you you might as well do it with a much better airline Southwest has completely Become something that set them apart in the past at least for me I will never fly them again.
Date of experience: June 27, 2025
US
Southwest has deprived me of access to a $205 flight credit. Their customer service team has been unwilling to assist me in correcting their mistake. I have spent over six hours discussing the issue with customer service. The customer service team available at the general call-in number says there is nothing they can do to help me. They have assured me on multiple occasions that I would receive a call back from a member of the Customer Relations Team. However, those calls are never made and when I call the customer service line to follow up I learn that my complaints have been repeatedly "closed" despite the fact that no effort has been made by Southwest to resolve the issue. I have suffered a loss of $205, and the customer service team is unable or unwilling to assist. I have been a loyal Southwest customer for the last decade, but will choose not to fly with them in the future because their business practices are deceptive and unfair. This customer service issue has made me feel that I cannot trust them to treat me appropriately in the future.
Date of experience: June 24, 2025
customer service is really SUCKS flight got delayed in washington DC my connecting flight was still boarding right next to my arriving gate, but they would not let me on because i had a checked bag that they said would not make that flight. The next flight left 5 hours later when i got there my bag was waiting for me it was put on the original flight. I complained only to get ( well dont fly with us anymore fly with someone else) real class total BS
Date of experience: June 24, 2025
US
So many problems! I have been a loyal Southwest customer for over 20 yrs. Been going downhill but thought I will stick it out but as of today I am just done! Between been told while I am in line to board the plane that everyone left (was first in the B line ) in the boarding area had to go find customer service area to have all our carry one bags checked because the overhead bins were already full!!! You are telling me that the 60 people who are already on the plane filled up ALLLL the ovrehead bins and now we have to leave to go checked carry ons!!!! BY the way the plane was already delayed by an hour and now it is going to be delayed more by making us go check bags. I purpose brought the smallest possible carry on and yet I am the one having to check it but letting all the people in the A section take at least 3 carry ons into the plane and that is okay?!?!?!?!?! Now mind you I was not the only one upset, some were saying should just fly the shitty airline Frontier at this point and at least they enforce their carry on sizes and amount allotments!!! NO]W this is all on top off the new policy of paying for checked bags and the issues with their credit card. Not only did they and will NOT honor their sign on bonuses for having their credit card but they still charged the annual fee even they made the screwed up with their credit card issues!!! Horrible Horrible customer service and horrible horrible resolutions team!!!! JUST DONT DEAL WITH THEM OR ANYTHING RELATED TO THEM!!!!!
Date of experience: June 18, 2025
