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
Southwest Airlines is a great company and theONLY airline I will fly. They are polite, considerate, affordable when compared to the others
Date of experience: May 2, 2025
First and last time flying with this laires. They say that seat assignments are available 24 hours before the flight. Not a good experience.
Date of experience: May 1, 2025
US
Terrible. Worst flight I’ve ever taken anywhere in the world. Passenger next to me never put his seat belt on and the cabin crew did not ever check the cabin. They were too taken up cracking childish jokes as though the whole flight was a joke to them. Said passenger was also texting and receiving texts during landing. Airline safety surely isn’t a joke?
Date of experience: April 22, 2025
US
Cancelaron mi vuelo y no me dieron una solución oportuna, llevo esperando en el aeropuerto donde hice escala toda una noche y ahora me va tocar hacer escala en otro aeropuerto durante todo un día sin ningún tipo de atención ni solución rápida a mi problema que por qué los demás vuelos ya están todos llenos, será que esta aerolínea es tan mala y pobre que no tiene alianzas con otras aerolíneas para que me hubieran solucionado el problema rápidamente y poder llegar a mi destino
Date of experience: April 6, 2025
US
My luggage was irreparably damaged by their baggage handlers whern I arrived at my destination. I had a dent and a gauge or hole in my luggage. They said the dent was normal wear and tear but the hole was their liability. Do they gave me a voucher for $50 for a future flight. I took my luggage and the repair person said it was not repairable. I complained through Better Business Bureau and this time Southwest went back on their orginal statement and said this was normal wear and tear. So I am out a lot of money for a new bag. Southwest does not really save you money for any money I saved on the flight will be spent on new luggage. I will never fly Southwest again. I had a similar incident a long time ago with Delta where they put an irreparable hole in my luggage and they paid me for a new bag. Delta maybe more expensive but they are at least honest.
Date of experience: April 3, 2025
I have been a faithful customer of Southwest for years and have had mostly good experiences. I'm very disappointed, however, if the recent changes at Southwest - charging for baggage, reducing the length of time that flight credits can be used - I counted on these features. How I'll just start looking at Delta Airlines when I'm traveling.
Date of experience: March 28, 2025
I had the worst experience flying with Southwest Airlines. My family of five travels together with one large luggage to keep things simple and convenient. However, on our return flight, they charged us an extra $200 because our luggage was exceeding the standard size by just 5 inches. This is absolutely ridiculous! We could have easily checked in 5 smaller bags, each included in the price, but that would have taken up more space in the compartment and added more weight — making this policy clearly about squeezing more money out of customers, not about space or weight. To make matters worse, we weren't charged this fee on the flight in, but only on the way out. They claimed they changed the policy during our vacation, which felt like a total scam. This is pure corporate greed! I will never fly with Southwest again. Avoid this airline at all costs — they are nothing but scammers and crooks!
Date of experience: March 28, 2025
This review is strictly my opinion. My review is based upon changes that the airline has made, will make, or probable changes in the future. SWA continues to devalue Rapid Rewards (as it has done time and time again) and has upcoming plans to further devalue. They will begin implementing much less fair dynamic points pricing. This will make their rewards program much less advantageous compared to other airlines. SWA will begin checked-bag fees. They have always been ahead of the pack in the past with no bag fees. This will be going away. Again, much less advantageous compared with other airlines. SWA will start assigning seats (which implies charging for seats). They are becoming their competitors, which is insanely unnecessary. Again, much less advantageous compared with other airlines. Not only is SWA devaluing their reward points, they may also add expirations to points. Again, much less advantageous compared with other airlines. SWA may soon worsen flight credit expiration; which may naturally lead to charges for cancelled or changed flights. Again, much less advantageous compared with other airlines. Anticipated future changes are higher obstacles to acquire A-list, A-list preferred, and companion pass status; as well as reducing the perks and value. SWA may even start charging for carry-on bags. All of this makes them much less competitive and much less advantageous compared with other airlines. I believe that they are repeatedly punching the guts of their long-time loyal customers. None of their changes will inspire loyalty. These changes will be quite advantageous to the other airlines as customers will be driven away into the waiting arms of the other carriers. The leadership at SWA has landed themselves into positions that they don't belong in and have absolutely no business in. It is obvious that SWA is trading long-term success and loyalty for short-term profits. This is all both sad and maddening. I hope that the majority share holders can smell the stink of all these changes and kick the current decision makers to the curb. I wish you all luck with choosing other airlines.
Date of experience: March 18, 2025
US
I purchased EarlyBird Checkin for a total of $40 for one trip. I got B25. They claimed 70 people were ahead of me with priority of A-List and A-List Preferred. I don't believe this at all! This is a scummy airline. Now they're charging for bags when they used to brag about not charging and laugh at other airlines! I'll never fly them again and neither should you. They've gone downhill so fast! Every year since Robert Jordan was promoted to CEO in 2022 there has been a huge controversy. He is in WAY over his head and should be fired!!! He must go!
Date of experience: March 14, 2025
Trash airline that makes me give up my seat when I boarded first and now are charging for two bags. I have nothing good to say about this airline and I have been a loyal customer for years. They have lost my bags and treat their customers like garbage. Absolutely do not recommend
Date of experience: March 13, 2025
