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 $464. Congratulations SWA you are now like the other airlines.
We have flown with Southwest for over 20 years and never had any bad things to say, not 1. Now there's the baggage increase this was one of our favorite perks flying with them. We just flew to Utah and has the worse delay with them and less than a month later before even getting on our flight there's a delay again. I think our time with Southwest is coming to and end.
No description available yet.
Website
www.southwest.com650 total • Write a review
Very Happy. The price is the price. I get tired of booking other airlines who add taxes, seat assignment fees, recovery fees, baggage charges, overweight fees and anything else they can get us for. I can only tell you that the hassle cost is far less on Southwest. I also appreciate that there is no Southwest connection. Yes, everywhere Southwest flies I get a first rate crew, not someone fresh out of aviation school. Book Southwest on your next flight and take two check in bags, carry on and personal item for free. Yes - it is INCLUDED. Thanks Southwest for the posted price actually "getting me there".
Wouldn't fly with another airline. Simple booking and check-in process. My flights have been on time and reliable. Great value for money.
I fly SW all the time with my emotional suppot pupsthet r 5 lb yorkie’s. Albany has the worst service ever this last time did it for me I was not informed that the rules changed to only being allowed one per person I checked in with them nothing was said to me I got my tickets for boarding was an hour and half early as I am boarding the plane I was told about the new rules now I am charged at this time 95$ for one dog & 56$ for a carrier which I had teo with me in my check in luggage I said I needed my bag to get my carrier out of it they refused the bottom line to this is I had to pay for a carrier because I didn’t get it out before I checked in which was the fault of the person who checked us in and they will not reimburse me for it iv had nothing but trouble with Albany ny their service is horrible
Southwest lacks customer service as they have cancelled flights without any other options but to give a refund. This causes one to buy new flights at the front desk (other airline carriers) at a premium if you plan to get to your destination. Good luck trying to get a hold of any one in “customer relations” that seem to care. This airline is horribly organized and lacks customer service.
Southwest is being money hungry and also dismissive to concerns on program and pricing changes. And they used a bait and switch method. I booked my flights some time ago and was offered the early bird check in option at an additional cost of $60 RT for my wife and I. I went back to book it and now the price is $100. When I called, I was told that the program changed at the end of August. Mind you the $60 is already a fee to get checked in early so you have a better boarding group time so you can rush on and pick your seats. The other airlines allow you to select a seat at booking so you do not have to get on the plane searching for your seat and beat out someone else like it is the last bottle of water before a hurricane. I would have saved money going with another carrier and not had to pay for the privilege of getting a better line up position to then still have to search for two seats together where we would like to sit. I talked to a few lower level staff that agreed with me that I should be able to get the original rate I was quoted at the time of booking. However, they could not help me. They did say they are getting similar feedback and it is not going over well. I called corporate at their direction and that got worse. The person at corporate was unapologetic and cold professional. She informed me that basically it is an ancillary rate and they have the right to change it at any time. She did understand my point about being offered a price on an already booked flight but was unwilling to do anything to assist. She then said they notified people by placing a disclaimer on their site for 8 days at the end of August. I had already purchased my ticket and have the app so had no reason to go back on the site. No email or reaching out to someone that already purchased. So they took what was already a junk fee for something no one else charges for and increased it to make more profit. She said well at the lower cost too many people were using it so it was not really an advantage to those buying it. And based on that feedback they felt raising the price to reduce the number of people purchasing it would make it more valuable for those buying it. I mean they could have just limited it to the first 50 people that purchase it or something like that. So buy early and get the advantage. That is how the best seat assignments work on other airlines. Instead they would thin the heard by raising the price and pricing people out in order to make it a better experience for those that can and are willing to pay. It is a greedy money grab. They sell themselves as different, and better and “we got rid of assigned seats and tickets to make fares lower.” But really it just is good marketing because they intend to get it from you on the backend. In all actuality I could have gone with another airline and saved and had seat assignments and not had to pay an extra fee. And this day and age no longer do they really have to print that many paper tickets with tickets on phone apps. At the end of the conversation I recapped that they offered a price on a confirmed booking and then changed it later without due diligence notification. I informed her that it was a bait and switch and also poor form for such a respected company. It was underhanded and not appreciated and was just raising what was already a junk fee. Informed them I would file complaints with the appropriate regulatory bodies as well. She gave me a call record number then had the audacity to ask if I wanted to go ahead and purchase the early bird check-in at the new higher price. That is what I was complaining about, really? I will just way up early the day before to check in. They will not get another dollar from me and I will use another airline in the future.
People cut in line and I got stuck in the back what kind of airline is this
What a horrible airline to deal with. My flight was cancelled after receiving 5 delays because of hail. I call to find a new flight and now I get stuck flying out the next day and the flight isn't direct. Oh by the way, I will be the last to board and get stuck sitting between people and I'm over 6' tall. When I ask for any kind of a refund, I am told they don't refund tickets due to weather. So let me get this straight. I paid more for a specific date and time and checked in early to get a good seat on a direct flight and now I get all the worst case scenarios? I'll be looking for other airlines to fly with moving forward.
Very disappointing, I've been flying twice a month for the last two years for work and because of that I was granted an A List membership. Up until recently the service with Southwest has been good. Recently I took a flight out of Houston Hobby Airport and before I flew out I noticed I had forgotten to input my member number when booking my flight, so I called the airlines and the representative on the phone said "no problem, just board after all the A's but Before the B's", so I do as instructed and when I get to the gate show the women my A List card along with my B ticket, the women at the gate says to me very loudly "No mama, we don't do that!" I explained to her that I had been instructed to do so by the SW rep on the phone and she says your card could be expired, so I show her the expiration date printed right on front of the card clearly showing the card is not expired and then she grabs the microphone and proceeds to tell everyone in the airport that they Do Not allow A List cards at the gate; needless to say I left in embarrassment. When I get back to the gate she looks at me and I look at her and she says Nataya my name is Nataya and then proceeds to spell out her name loudly and says to me after spelling out her name in a childish way "You can talk to my manager if you want, that is our policy". Fact is, I was more upset about the way this women handled the situation then I was about my position in line. This person does not belong in customer service, she enjoyed telling me NO and made it her mission to try to embarrase me. Like I had said before up until now, I've had good customer service for the most part and this one experience won't make me change airlines, however there are ways to say no to people without having to be the bad guy, and it's clear that this women needs a class in customer service and or maybe she just needs to rethink her career path...
