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 Airlines has long prided itself on being different than other airlines: from free checked bags to open seating, many distinguishing factors led me as well as millions of other customers to choose Southwest. That era is sadly at an end. With the adoption of a “penny-wise, pound-foolish” approach, Southwest’s decision to end the aforementioned features will likely result in customers abandoning it for other airlines. I grew up using Southwest, as it is a “family-friendly” airline through the baggage and seating policy. Now, little is left policy-wise to distinguish it from any other airline and the “family-friendly” factor is lost. I highly doubt that I will hear the words “thank you for choosing Southwest” after a flight ever again after they have chosen to shift away from consumers and long-term reputation towards investors and short-term revenue prioritization.
Date of experience: March 12, 2025
US
HORRIBLE! Paid premium rates for my whole family to be priority A boarding and they let a whole bunch of people FAKING needing wheelchairs on the plane and my family and I were forced to sit far in the back despite paying premium prices where all the lying lifestyle fat people got to sit in the front seats and they all spread out since the flight wasn’t full so 1 fatty sat in a middle and they refused to move. The early “disabled” boarding should be forced to the back of the plane. If someone pays double or triple fare to guarantee front seats they should get their seats!! You lost this frequent flyer forever.
Date of experience: March 9, 2025
Worst airline for seating - they have no policy to stop seat saving and the attendants are NO help. I won't fly southwest again; worst experience flying in years!
Date of experience: March 4, 2025
Wow, first time flying Southwest and never again. Their business far gives you nothing and then you add $150 for a bag that was 4lbs overweight made it more expensive than flying first class with a premium airline. Rude staff!
Date of experience: March 3, 2025
I wouldn't fly with Southwest if it was free. That's how bad it is. The flight attendants are so abusive. I received a credit due to the poor treatment I received but never used it. Southwest is so bad I actually passed up a free flight.
Date of experience: February 28, 2025
US
Deeply Disappointed - Unprofessional and Unhelpful Staff I am a frequent Southwest flyer, and while I generally appreciate the airline, the Oakland location stands out for all the wrong reasons. The staff here have consistently been the rudest, least helpful airline employees I have encountered--not just within Southwest, but across any airline l've flown. It is abundantly clear that many of them do not want to be there, and unfortunately, they take that frustration out on the very people they are paid to assist-the customers. Their attitude is not just indifferent; it's actively hostile. Rather than providing solutions, they seem determined to find any possible reason to make the travel experience more difficult, whether that means creating unnecessary issues with baggage or simply refusing to be accommodating in even the smallest ways. I have been to this location multiple times and this has been my experience every time. This starkly contrasts with my experiences at Burbank Airport, where the Southwest crew is consistently welcoming, professional, and genuinely helpful. It's disappointing that such a dramatic difference exists within the same airline. Southwest as a company should seriously reevaluate the customer service culture at its Oakland location, because right now, it's doing a disservice to both the airline's reputation and its loyal passengers.
Date of experience: February 25, 2025
US
I generally like Southwest. However there’s some airline employees that simply are not intelligent. First we are told that the upper storage is small. I’ve brought the same bag a dozen times on various plane types but this is a MAX8. It’s a newer plane and storage is more than ample and was designed that way!!!. I know she’s wrong but I compact it even more. She measures it and tells me I need to check it. So while I know she’s a flaming idiot I comply because it is a commie process and they can decide if you fly or not. I get on board after checking my bag. Over the intercom they say that the bins are large. Ok. Which is it Southwest? Shouldn’t the attendants know what the hell they are saying and doing? Now I have a checked bag because we an have an idiot at the gate who is using an old baggage sizing for an old plane. Some people just never figured out how to fit the square block in the square hole and are now controlling people that passed that test with flying colors!!!! Please do something about these people because I’m slowly moving towards delta. It’s way more convenient but not a direct flight…. It seems it may be worth it though especially when you go to assigned seating… I’m sitting here hating Southwest right now because I have to abide by rude controlling people that are less intelligent then me.
Date of experience: February 15, 2025
Do not waste your time or money booking with southwest cruises. The benefits they offer will not happen. I will never ever use this service again.
Date of experience: February 11, 2025
