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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Open seating sucks. Boarding technique also horrible. No one checks line jumpers. No 1st class option. Zero premium anything here. Just one large overcrowded pushing and shoving compartment with the most uncomfortable seats of any airline. Fly another carrier if at all possible.
I am usually reluctant to write reviews because consumer facing business is difficult. But Southwest Airlines is a miserable experience top to bottom, especially with all forms of phone support. Customer care treated me with extreme rudeness and then outright hostility when I was unable to change my password that appeared in a data breach of their services. Ultimately, after being yelled at I was hung up on. I called back and not one but two customer care reps were unable to find a record of the call or the email I was sent from their system. The website is a relic with subpar performance and security. No one seems to care. I can only assume this level of mediocrity extends to all services including the safety of air travel. Years ago, SW was a great company, but they are stuck in the past and it's reflected across the board. I can't say I'll never travel SW especially for short hops, but they will be the absolute last resort.
First off I have over 100 thousand miles in the air with Delta in South African air so I should have book my flight with Delta but we went through a travel agent instead of doing it myself first mistake second mistake is accepting Southwest. The people are amazing No complaints there, but the company bought brand new planes and put an extra seat in them so now no room for a cart to go between the Aisle. The bathroom is so small that a big man like myself 6 foot tall 300 pounds barely fits in the bathroom and let me not even get on the seats I have marks on my back with the seatbelt rubbed my back from Vegas to Orlando airport. I never moved I was afraid I wouldn’t get back in the chair. So my wife was in the middle of two 300 lbs men so at 117 lbs she did not enjoy her flight . I understand business trying to get the most people in a plane for the fuel cost but it $250 per person one way you would think they would think about the customer not their selves. Don’t worry I’ll never fly Southwest again and I tell people Look at the reviews before you booking
It is ridiculous that Southwest allows a family of four to earn points together when they fly, but then they can’t book together when using the points and requires each family member including kids to book their own flight separately. Seems like Southwest really needs to improve their policies and let a family with kids combine their points to book together on one account! Seems silly to make four family members all login separately to try to get flights. The points are becoming worthless. Then, the kids each have separate flights not connected to the parents app and it becomes a problem. Hopefully Southwest sees this and fixes the issue to become more family, friendly!
Last Friday, a friend and I sought to change our return flight to Baltimore the following Monday, due to an anticipated snow storm. We were still in Baltimore when we tried to make the change, so we asked a staff member for help. That staff member turned out to be a woman named Imani (#131603) and she was absolutely fantastic: understanding, efficient, kind, and effective. The outcome was also perfect: We made it back without a hassle, safe and dry, and we didn't experience any of the weather delays that the storm caused the next day. We are so grateful to Imani. She was great!
My granddaughter is autistic and my daughter had a trip to Disney planned. She wants to cancel her trip because my granddaughter's behavior flipped to agressive. To save the the plane from being turned around or save the embarrassment of being kicked off the plane, she wants to cancel the trip. Southwest will not refund her the money. She has saved for awhile for this trip. I think this is terrible. Southwest is a bunch of greedy a** holes.
It is the worst airline I have ever experienced. The flight attendants are bad and rule the plane. We were not seated when we booked tickets for three together. they paid no attention to customer service. I have traveled across the world and this airline has just appointed me so badly. I would never again book Southwest Airlines even at the lowest price. This airline is worth a penny.
I arrived in St. Louis from San Francisco ON 12/16/24. Upon arrival notified that final flight going to DFW was delayed. Then informed again flight was delayed as plane needed a part to continue. Young lady at ticket counter could barely speak as she had a face mask on and did not know how to use microphone. After an hour and asking questions, informed gate was switched from E16 to E36. Another ticket agent at this counter was very rude and disrespectful to elderly people in wheelchairs asking questions. What is the purpose of customer service if a ticket agent hates doing their job and takes their negative energy to others? Has this company forgotten what brought them customers? This was flight 1268 from St. Louis to Dallas. I WOULD NOT RECOMMEND FLYING SOUTHWEST OUT OF SAINT LOUIS!! AVOID AT ALL COSTS FOR MENTAL HEALTH REASONS.
Flight #3834 on Sunday (Dec 15th). The flight is over 1 hour and a half delayed and we are all boarded the flight and frustrated that we are still not moving. Flight attendants are laughing and having fun and showing zero empathy for the passengers who have been delayed over 1 hour and half. We are all just sitting in our seats waiting to depart and the flight attendants are joking around and laughing while we are all waiting to depart. Poor example of not reading the crowd by the Flight Attendants. Show some empathy.
