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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I recently experienced what I consider to be terrible customer service from every level of customer service from checkin to boarding of the aircraft. I was flying from Las Vegas to Boise and it was a Saturday early evening. I tried to checkin at the counter downstairs where the lady waved me over and then said, Go check in at the self checkin. I had questions, but she wouldn't help, she said, you dont have bags so go checkin at self checkout. I was taken back by her rudeness, and there was nobody ahead of me or behind me. Then, I get upstairs and am trying to get through to my gate, and the information on my boarding pass didnt match my gate information. The individuals at gates C11 C12 & C14 would not help, to busy talking amongst themselves to help. Once again, terrible customer service. Then prior to boarding, the Southwest Airline attendant allowed families with dogs to go first, not disabled, veterans or people needing extra time. This is crazy! I had pre boarding but, I could barely get to the counter because his lack of controlling people around his desk area. When trying to scan my boarding pass, it was not working, so the attendant grabbed my phone and slammed it on the scanner. I am not impressed by the rudeness, the lack of customer service and disrespect to myself and my property. If you hate the job, find a new one, because the service and unhelpful attitudes does nothing for your sinking airline!
When attempting to update my trip (Wanna Get Away Plus) from Sunday flight to a Saturday flight, I was able to select 2 seats for $523 using the app. However, the app does not allow you to update a reservation when you have a lap child (a very ridiculous restriction). I immediately called southwest, and they informed me the tickets were now $840. I expressed how I could see the tickets on the app (even after refreshing) and after 20 mins, was able to get the agent to split my reservation so my wife's ticket was $523 and my ticket was $840. They were unable to honor the price I should have received if the app had just worked. Further, the agent was not able to come up with this solution - I had to suggest it in order to reduce my additional cost from $700 and something to $380. Overall, I am very disappointed in southwest and hope they can resolve this issue.
I would've not even rated the service a 1 star. We are disappointed as a company to learn that we are not able to transfer flight credit for other employers when traveling due to travel change. We will not receive a refund, and the flight credit is useless. We have spent so much money using Southwest Airlines and now our company will never use this travel airline ever. Company out there that uses Southwest for travel I warn you now not to book. If you have any last-minute emergency or changes to your employee travel, you're wasting money!!
Southwest Airlines flight on 11/21 at 5:45 AM from Tulsa to St. Louis. Pilots were late for first flight of the day, delaying departure. Crew announced there would be no beverage service due to turbulence. One of the smoothest flights one could have taken. Very unexpected and dissappointing from an airline that had been known for wowing customers with great service,
This airline is amazing! It had complimentary drinks and water! The seats were comfy, and the leg room was spectacular. 10/10, would recommend!
I want to give a big thank you to Onnie, the flight attendant on Southwest Flight #2913 from Chicago Midway to Cincinnati on October 28, 2024. His patience and kindness, especially with a mother and her young child, truly stood out. He went out of his way to make their flight smoother and more comfortable. The Non-GMO snacks were a nice touch too! It was a wonderful experience, and we’ll definitely be flying Southwest again.
One of the best airlines for me at least, never had a problem with the airline, always had the best experience with southwest.
I love your direct comment to Boeing this week; The CEOs of Southwest Airlines and American Airlines both want Boeing to deliver planes on time. Too bad our flight from Costa Rica wasn't on time and we had to stay overnight in Houston with a little over $500.00 in expenses that was denied by your company since it wasn't your fault!! Nothing compared to the $6.1 billion dollars Boeing is losing but to hard-working people it goes a long way. American Airlines, Delta, JSX....any one except Southwest will get our money for flights next time.
On 9/30/24 I was buying a ticket for my mom to come with me on a trip. After I purchased the ticket, I realized I had inadvertantly gotten a duplicate ticket for myself. My mistake, I really don't know how I missed putting in her details. I cancelled that ticket and was immediately going to buy her ticket , so I just did a flight credit. I put in her information and everything was going well until I tried to pay. I could not use the flight credit to pay for her ticket because the flight credit was in my name!! I saw that the credit was transferable, so we made her an account, transferred the credit and bought her ticket. On Oct 2nd we cancelled the ticket. As it was past the 24 hours for free cancelation and a refund she got a flight credit to transfer back to me since I paid for the ticket. She was unable to do this because you can only transfer one time. As a new user with Southwest I was unaware that when you get a flight credit you can only use it for a flight in your name. I thought that I would have a credit to use however I needed as it is my money. Then when we cancelled the flight and she was issued a credit I fully expected that I could have it transferred back to me. I'm sure that there are others who hadn't read the one time rule either. So, I find that Southwest doesn't care if they cheat you out of your own money!! First by issuing you flight credit that you can't use as you wish. It's my money, I should be able to purchase a ticket for anyone I want. Second by only allowing a one time credit transfer. I realize that it was my mistake in the first place not putting the ticket in her name, but it was a mistake. Southwest had the opportunity to rectify this when I called and when I filed a complaint. I didn't ask for a refund, I simply wanted the flight credit back in my name. So for an honest mistake, I have lost over $711. Had I purchased the first ticket in her name, when she cancelled and got a flight credit, she would've been able to transfer it to me no issues, as that would've been the one and only transfer. For those who would say have my mom give me $711 and she has a flight credit to use. She cannot afford that, which is why I was buying her ticket in the first place. It would hurt Southwest in no way, shape or form to simply return the flight credit back to me. They still get the $711 revenue. The paper trail is there. They can clearly see the mistake of the duplicate ticket and they obviously know how their 'rules' twist this mistake all around to cheat me out of $711. I will never fly Southwest again!! Buyer beware!!
