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.
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Southwest has been the only airline I’ve flown for decades. The service, pricing, open seating and 2 bags flying free made it all worthwhile. All of that’s changed. And now having to fly from southeast Idaho to catch a southwest flight from SLC, is inconvenient. Today, there was a flight attendant that was unfriendly and clearly annoyed when I ordered spicy tomato juice. She about rolled her eyes and asked if I meant Bloody Mary mix!!! She was very short with me about not having my backpack under the seat. The plane was still boarding and I was grabbing things in and out of it as I was getting situated. I tried to give her some grace and smiled and became even more pheasant. But no, that was not enough. I have one more trip planned and then I’m done. Delta offers more for free, is competitive with their pricing and is more comfortable. Today was ridiculous and the last straw.
Date of experience: June 17, 2025
Not good! Had a terrible experience with their customer service hotline not being able to do anything helpful... I needed help with a booking and everything was "not something they had the ability to do" and there was nobody they could transfer me to that could actually help. Not booking with them again
Date of experience: June 4, 2025
so I just got off the phone with a customer service rep at SW who is really only a human robot as they just read a script. So the changes Southwest is making are going to hurt them anyway--but to further distance customers--they have decided that if you hold a Southwest credit card with your spouse only ONE OF YOU CAN GET A FREE BAG. Even though you are both equally responsible for the bill--and you have to share the points---YOu CANNOT BOTH GET A FREE BAG. I have been with Southwest over 20 years--using the same credit card--and points and paying the bill---and do you want to know the best answer their script gives you? Get your own credit card in your own name---she never typed the conversation---didn't offer to send me to someone who might help--even offer a place to send a formal complaint--Southwest's new CEO DOES NOT CARE ABOUT CUSTOMERS--OR LOYALTY ONLY THE ALMIGHTY DOLLAR---so I guess that is the course the customers have to follow from this point on---
Date of experience: May 27, 2025
DO NOT book through Southwest Vacations!! I should have checked TrustPilot first instead of trusting just because of the Southwest name. After 31 years of flying Southwest almost exclusively, I'm incredibly disappointed by my recent experience. It turns out the cost paid through Southwest Vacations is significantly more than if I'd gone directly to the hotel's website. After an hour and a half on the phone, the best they would offer was an entire vacation package cancelation which will cause me to lose my original flights and give me credit for another vacation package, leaving me to still have to go through a system where they are hiking rates. On calling Southwest Airlines, the rep said only Customer Support (through email) could help. The response from Customer Support sounded like it was from a chat bot and referred me to a list Rapid Rewards Partners for points. Every contact point is a dead end.
Date of experience: May 26, 2025
They were bought by an equity group last year and that group has stripped every resource for them and trimmed them down so much that their operational stuff is a disaster now. They are never on time. Not worth the small amount of savings. I would avoid. Worst airline.
Date of experience: May 19, 2025
US
This Airline is quickly approaching the Spirit Airline category. I have been using this Airline for the past 10 years. The service has gotten worse in flights are always jam-packed now with people trying to put stuffed carry-on bags which cause other people who just bring say a carry-on and a duffel bag small size by the way having to put it under somebody else's seat because they don't have Ruby and over here because the Flies are so packed. Also it appears that the airlines has also quit doing a lot of direct flights and they're doing connecting flights now. I flew somewhere recently which could have been a 1 hour and 45 minute flight instead it was to 1 hour and 10 minute flights with a 25 minute layover. After getting off the plane I realize that I was getting back on the same plane they used to tell you that that was the case you could stay on the plane stay in your seat and they would just come by and collect the trash and asked me if you wanted anything to drink they don't provide that option anymore. My flight home was on a Sunday and it was absolutely miserable. The first flight took me to a 2 hour away destination which was in the opposite direction of my home I had a five hour layover in Chicago here before and then had another two hour trip home so it took me nine hours which by the way I had to forward at 5:35 a.m. in order to do this flight to get home by 3:00 in the afternoon. My next option was a flight with a nine and a half hour later over that would have put me at home at 10:30 at night and then the options just got worse from there bleeding over into Monday at 1:00 a.m. in the morning. It is amazing how much money the airline industry makes and how much worse their service gets and they're held to no standard while they're able to gouge us for ridiculous prices because I'm also paying double now what I used to pay to fly
Date of experience: May 18, 2025
I had the pleasure of taking a flight with Southwest Airlines on 5/16/2025 in which I met one of the best flight attendants throughout all of my years of traveling. This flight attendants name Is Travis, I’m not sure of his last name but he frequently flies out of the San Francisco area. Travis was kind, attentive, and a blessing to talk to during the flight. Travis exhibited great communication while providing an awesome in flight service to all of the passengers.
Date of experience: May 17, 2025
Southwest Airlines customer service was awesome for my wife and I at the Myrtle Beach Airport on May 15th. We had 3 customer agents taking care of an old credit we had due to some priot health issues. They were super at there job. Amy, Carol, and Carolyn (CJ) had to contact tech support and were so helpful in our needs. We left being so happy with ther professionalism. Thank you for having peplr like them. we love your airline. Sincerely, Fred & Terri Blank
Date of experience: May 16, 2025
Negative stars! I had 4 flights for my family to get home extremely late. I saw that they had a different one that worked to get us home earlier so I changed to that one for $575. After getting to the airport, our new flight was delayed and now we will miss our connecting flight home. They now have us on the original flight home because it's the only one and they won't refund me my 575 dollars that I paid when I changed my flight. The lady at the kiosk was extremely rude, Joelene was her name. She had no empathy and refused to take care of me after I called her on her rudeness. She literally moved on to other customers and ignored me from there. Delays happen, I get it but putting me back on my original flight home and keeping my 575 is a scam of all scams!!! Don't use this garbage airline
Date of experience: May 4, 2025
