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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Very polite and professional employees. Flew from NH to FL and back with the family. The Pilots did an amazing job. I would fly with them anytime.
I love Southwest Airlines! It’s been taking forever until we get confirmation of SW flying to Hawaii. The good news is that you can use your points from SW to book with other airlines to fly to Hawaii ! SW still rocks! Cons: unassigned seats, no updates on Hawaii flights, no direct flights from west coast to east coast. Pros; 2 free checked bags, reward points can be used for prizes or flights to Hawaii with other airline
Customer Service was SOOOOOOOOOOOOOOO RUDE!!!!!!!!!!!!!!!!! They Ruined my experience and I will never fly with them again!!!!!!!!!!!!
Very disappointed with SouthWest customer service, it causes us to Miss our flight today as a result. The Airline displayed Poor customer service, courtesy and lack of concern towards customers. The ticketing and boarding attendants Did not even have the courtesy to share any information with me, just rebooked me. This May be our last travels with SW. The poor quality assurance is Not worth the savings.
I love flying with Southwest for two main reasons. I especially like being able to check my bags at no extra cost. I also appreciate being able to cancel my flight if needed and receive a credit. I rated it as a 4 out of 5 stars only because of the scheduling. It seems that many times I can't find a flight at the times I need to and have to go with another airlines.
I love that Southwest is generally on time, but I am not a fan of their boarding process. If you don't pay the extra 10 dollars for the early bird checkin, you most likely will be in B boarding group and will be strapped to find overhead bin space. As bonus several times Southwest has offered me a free drink, so they got that going for them.
Pre-Board Disabled passenger and Companion forced to exit plane after Captain Lars, Flight Attendant Kathryne and Supervisor Luke Hershberger refuse to assist with an aggressive and unruly passenger! Crew's lack of action risks physical altercations, intimidation and failure to assist pre-board passengers as advertised and required. @SouthwestAir The story...My Companion and I had the worst travel experience of our lives yesterday on Southwest Airlines. The two of us have both been road warriors at one point in our adult life and feel qualified to make a fair comparison on this incident. Our experiences today were avoidable and easily solved by Southwest Airlines' Austin team and flight crew, yet they dropped the ball. Now past my personal cooling off period, we feel it's time to share the story and move past SW Airlines' canned Customer Service responses. Southwest Airlines flight 4262, Austin - Orlando 2:10 pm Saturday 24th 2018. Captain - Lars, Flight Attendant - Kathryne, Austin Ground Supervisor - Luke Hershberger & the gate agent. I have recently and hopefully become a temporary user of Pre-Boarding due to "disability". I require a companion seated next to me. We both purchase Early-Bird check-in each time, just because we feel it's the right thing to do if we are utilizing pre-board assistance. I approached the gate agent and requested pre-boarding passes due to specific seat requirements and the need for a companion. I was given a pre-boarding pass, but my companion was not. Knowing my companion held an early Early Bird boarding pass, not being familiar with the pre-boarding system, or why a second pre-boarding pass was not issued, I chose to simply save a seat for my companion. There is no policy published on this by SW Air. Now seated, the next passenger calling himself "A-1", wished to sit next to me with his daughter. Looking around and seeing the same other seats available within 2 rows and both sides of the plane, I asked for his assistance and explained my issue in needing my companion next to me. I pointed just outside the aircraft door to my companion waiting to board. A-1 firmly stated in a loud and agitated voice several times that Southwest doesn't allow seats to be saved, he paid $350 more than I and didn't care of my situation. I requested again for his help, letting him know my companion was only a few feet away and that if he insisted on using the seat next to me, I would not be able to travel on that flight. Flight Attendant Kathryne attempted to assist me but receiving a similar argument, she was unable to convince A-1 to choose one of the other nearby isles. A-1 repeated himself to her becoming argumentative and attempted to push by me. Kathryne consulted with Captain Lars watching on, but was told not to intervene. Kathryne and Lars both stood back and now refused to become involved as they watched me gather my bag and prepare to exit the plane. The isle and seats around us had begun to fill and I made my way toward the aircraft's door. Kathryne inquired as to if I was actually exiting. I told her again that due to my pre-boarding situation I was unable to travel on the flight under these conditions. The same conditions I described and begged for assistance with several times in front of all boarding passengers and the Captain. My companion joined me outside the aircraft door and we met in the terminal to speak with Gate Attendant and Supervisor Luke. Hearing the story, Luke claimed he would handle it and boarded the plane to speak with Captain Lars. Returning from the meeting, Luke told me Lars refused to be involved and that I gave my seat up, there was nothing he or anyone could do after I allowed A-1 to take possession of the seat. Prior to the plane departing, Captain Lars' crew contacted Luke on the phone. Overhearing the discussion, I confirmed with Luke that they were in collusion on the story that I had given up my seats to A-1. I made it very clear I did not relinquish my seats to A-1 prior to feeling my safety was threatened and the next step may have been a physical confrontation. Contacting the online Customer Service department, Kelly and Nicole informed me they were sorry but no one else would reach out to us after logging our concerns. #SouthwestAirlines #norespectfordisabled #customerservicesucks
I fly Southwest several times a year from Pittsburgh to Texas to visit family. I choose to use their airline for their two free checked bags policy, pleasant staff members and customer satisfaction...however, my last few flights there have been increasing incidences of passengers who board ahead of other friends or family members saving seats for those passengers boarding later. I do not pay extra to board ahead of anyone, nor am I A-listed, and, I have no problem with their boarding sequence in allowing families, children, disabled, military etc.. to board first but I do have a problem when it is very blatantly obvious to others boarding and to the flight attendants that this is occurring and nothing is done about it. I am very diligent in setting an alarm reminding me to check in. I should not have to sit in an undesirable seat because others have not. Southwest needs to address this as I have heard similar complaints from other passengers. As they say we have many choices. I choose to use Southwest but I don't have to.
