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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Our flight was cancelled around the boarding time. Their call center could not find any alternative flights for us, so we decide to cancel the weekend trip entirely. Of course, they are not helping us cover any loss on non-refundable hotel, or event the cab fee to/from the airport. The agent over the phone promise a full refund in the original form of payment. Several weeks pass, we did not get the refund back through our original form of payment, but Southwest gave us the travel credit instead. We don’t have any coming up travel plan, and don’t know what to do with the fund. Their customer service is horrible and unhelpful with outrageous wait time (>15 mins over the phone), and email response takes days. After several attempts and so much time wasting, they still denied to help making the refund right at the end. This is a horrible experience for us who already spent >$700 on hotel and commute to the airport without getting to go on the trip. It’s sad but understandable that they are not willing to help with our loss, but not willing to refund back their flight tickets on their own flight cancellation is totally unethical.
This airline is a joke. I wrote to them twice about a key integration that was missing from their website, which is really hurting their business. They replied twice to f*** off with a no-reply email address, I just wanted to have an e-mail address to them so I can explain the issue in details (not enough character place present on the contact form on their website) but they said no. Do not be surprised Southwest if your business will go down the tubes just because you didn't hear me out. In case you fail to hear out about such crucial problems on your website then your company will not survive for long. Your mindset shows how you really care about customer experience and safety. (Earlier this year the broken window was perhaps also a result of the careless Southwest airlines mindset?) I suggest everyone not to fly with this airline, I will never ever fly with them for sure, I feel way too disrespected and I am deeply concerned about my safety...
Very inconsistent. My husband is active duty military and on the first flight they let us load before section B. After our layover they didn’t even call for active duty to load and then on our way home after our trip. They only allowed military in uniform (members are not suppose to travel in uniform) to board at that time. My husband and I didn’t get to sit next to each other on the plane. I have high anxiety when traveling and have never had to sit away from him on a flight. They do not have assigned seating. It made us even more upset that they let a man that was very obese load first but wouldn’t allow active military to board that way. I will not being using south west in the future and we travel a lot.
Flight from BWI to PVD delayed. Why? Who knows? I get two text messages, first one says flight delayed 30 minutes. Next text adds another thirty minutes to the delay. The Southerst app, meanwhile shows a different departure time altogether. Finally get to the airport, and we are all at the gate, when the ramp agent announces a different gate on a different concourse which sends everybody scrambling. This is because Southwest uses the same plane on top many short haul, quick turnaround flights - something they brag about. By 750pm this is bound to happen. I'm sticking with the legacy carrier I usually fly.
Another great uneventful flight, we love Southwest!
Southwest boasts excellent customer service but this is not my experience. Had a flight booked at 8:25 this morning get here on time to find out my plane won't be showing up this morning. Now I have to wait 2 hours for a different plane and my wife and I were pushed back to the mid c boarding range. This means I will unlikely get to sit with my wife. Try to work with customer service to perhaps get some service recovery but all I get is apologies. The representative at the desk gives me customer service and says she cannot help me. Customer service says I need to talk to customer relations they cannot help me. Customer relations comes full circle and says there is nothing she can do but I should try talking to the desk representative. So the front desk tells me the only way to bump my boarding seat is to pay $40. This is worse than all the dlc's they are selling these days. Long story short, don't fly southwest. I won't be in the future.
I had booked this trip from Denver to Las Vegas five months ago. I had booked this as a surprise for my best friend as a bachelorette/Birthday party. This was a $700.00 surprise. We were on flight 799 from Denver to Vegas at 5:25AM. Landed in Vegas at about 6am Vegas time. We go to get our baggage and only one bag arrived. We submitted a report at 6:40am for the lost bag. Throughout the morning as we waited for a "15 minute " call back, no one called us, no one updated me, and no one can tell me where the bag is! We are now sitting in Vegas and the person/reason for being here HAS NONE OF HER THINGS! Not only does she not have her things,her fiancé hid a surprise card with money in it. There is roughly $600 dollars of makeup, brand new clothing and other valuables in her bag. It is now 9:30am the NEXT DAY and they still can't find my friends bag nor did they call me... I called them AGAIN to get no new information. I'm need more compensation then a measly $50 "travel voucher" that I can't even use unless I SPEND MORE MONEY ON A FLIGHT! This has been the absolute WORST experience. When we were getting on the plane to come home they offered someone a $600 travel voucher for their next flight if they changed flights because they oversold it. We are now back from our trip and they still can’t find the bag. We are not even allowed to start the process of reimbursement until after 5 days. You may call me at (509) 869 8539
I have been flying with southwest for 25 years and this afternoon on flight 5513 from Dallas Love to DCA 1:50 pm I experienced the rudest flight attendant, I will not broadcast her name however when Southwest sees how much I fly with them they will reach out to me and I’ll give her name, I’m an VP and travel 4 days a week. Very disappointed and unhappy
