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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This is not a passenger review in the strictest sense but, nonetheless a BIG compliment related to the compassion of all those who were part of the rescue and subsequent adoption of the "satos" from San Juan, Puerto Rico to the United States (Baltimore Maryland area). The SW 737 flew down to PR and back carrying the dogs and cats at no cost to attorney Mirah Horowitz and her organization,"Lucky Dog Animal Rescue" based in Arlington Virginia. The crew of the flight,( pilots, cabin crew) all donated their time, expertise and goodness of heart to make this happen. "Why dogs over people"? you may ask. That is a discussion for a different time. Let's take this act of compassion for what it is and be happy for a job well needed and well done.
Date of experience: January 23, 2018
I am sitting at LAX. I’ve not used SW for several years because the last time I did was horrendous. Our flight to Chicago was scheduled to leave at 3:00 pm. It is 3:45. When I checked 1/2 hr ago I was tod it would leave at 4:45. I checked again a few minutes ago. Now it is to leave at 5 pm. I cannot see myself using this airline again.
Date of experience: January 19, 2018
US
2 free checked bag and sales! I'm a very budget conscious traveler. They have been getting a lot of my money. Great out-of-country deals from Ft Lauderdale. I got a flight to Ft. Laud $49......ROUND TRIP. I got flights to Belize 188 ROUND TRIP and Cayman Islands $200 ROUND TRIP. The 2 free checked bags are a huge reason why I frequently buy from them. I just wish they would add more destinations like Peru, etc. I'm flying with them Feb-April. But KEEP IT UP SW!
Date of experience: December 28, 2017
It’s Christmas and my kids and I have no luggage. We arrived at Hobby 24 Dec 2017. In addition, the baggage claim personnel treat you like your just another number and could careless about the fact that you and your family bags are lost. Let me highlight the fact that they only offered me a $100 voucher to towards the purchase of another ticket. The staff is substandard and they acted as if I was bothering them. Im sure they are enjoying there Christmas with no interruptions!!!!
Date of experience: December 25, 2017
I've flown other airlines with lower fares, but with Southwest you don't pay for all the little 'extras'. With the others the seats didn't recline, and you pay for everything (soda, snacks, and especially LUGGAGE!) Southwest, except for their early check-in offer, does not nickle & dime you the way most other airlines do, and still provides friendly, customer service from check-in, to flight staff, to ticketing issues (thanks again, Lauren!) Just wish they flew into TTN. Oh, and their coffee is pretty good, too.
Date of experience: December 20, 2017
US
I am currently sitting on Southwest Airlines flight 1630 from Orlando to Aruba on September 18, 2017. There was just an incident that just occurred while loading the plane. My aunt boarded the plane two people before my parents and I. I have a severe health condition that requires injections when I start having an attack. My aunt placed a bag on the seats so that my dad and I could sit together in case of an emergency. Before I start, this is not meant to be racist. I'm far from that. I'm simply stating the facts. Just as we about to sit down, a black couple quick cut us off. We explained the situation to them and they were arrogant, rude and said the seat was theres since they got it first. All she did was sit there with a smug face as if to say, "haha. I got my own way." The manager came out and tried to remedy the situation, but then another black woman sitting in front of me started yelling and screaming that she has a 3 year old son and was uncomfortable with my "foul language." The only thing I said to the manager, in a private conversation talking quietly, was that some people can be complete idiots. Apparently idiot is now a foul word. The manager threatened to kick me off the plane. For what? Because I was trying to sit in the seat that was saved for 30 seconds because of my health? This whole incident is absolutely wrong and a disgrace. I was treated unfairly by the manager because there is more concerned about a discrimination lawsuit. This incident is an absolute disgrace and action needs to be taken. Is it more important to appease a passenger than it is to prevent a possible death on a flight. The first few minutes are crucial for saving my life. My dad was forced to sit several rows away from me, and would not know if there was an emergency. In addition, I spoke with a flight attendant who informed me that there are no boarding policies, which means there is absolutely no set guidelines for saving a seat for someone entering the plane two people behind in order to ensure possible life saving measures. Not only is this reverse discrimination, but also a violation of the American Disability Act. Southwest is leaving themselves vulnerable to a massive lawsuit. How dare I be threatened to be kicked off of the flight for saying idiot in a quiet and personal conversation with the manager. I was not loud or causing a disturbance. That manager had no business threatening me to kick me off the plane due to someone not minding their own business, and getting involved because of being the same race as the arrogant couple that physically moved the bags onto the floor and refused to move. The flight staff should have requested them to move since it involves possible life saving measures. I just received the most rude response from SouthWorst today. Basically, I just got slapped across the face again by this horrible airlines. This airline is an absolute disgrace and should go bankrupt.
Date of experience: October 27, 2017
We flew with Southwest three times in a month through the States without any hassle or problems. We managed to double book one flight, and had another query, and had to call the customer service. The matters were solved in a friendly matter within minutes and they gave a good impression.
Date of experience: September 15, 2017
Southwest Airlines Baggae Dept is horrible. I left for Vegas, in 9/5/17 from BWI and by time I touched down to Vegas and received my luggage, it had fish (seafood) liquids n juices all over my bag. My luggage was exterior was damp and smelly. So i had to drag around fishy smellimg luggage until i get to my hotel. But now all mu clothes have a fishy odor as well. I bought new clothes to not smell my entire vacation. When I went to go address this issue with baggage in Las Vegas McCarran Airport. The staff was highly unprofessional. They acted as if there was no one I could talk too. So they told me to call customer service. I did just that, and got no response. I didn't just pay to come on vacation to sit on the phone calling Southwest to make complaints for hours. I carried on with my trip. On 9/8/17 our flight to return to BWI was scheduled at 5:25pm it got delayed several times and then southwest decided to cancel the entire flight around 11pm. I now had to go find my luggage AGAIN and get ready to go find another hotel and food to get by for another day. When I finally get my luggage to go . My luggage is soaked. Literally all my belongings are soaked. I have no clothes, all my suveniers and clothing I just purchased is now stained, soaked and or ruined. There was no protection for customer belongings/baggage. So now I have arrived yet at another hotel, because Southwest cancelled my flight. Ruined all my belongings inside and out. I called again and finally talked to someone. She asked for all this detail and confirmation numbers. Then she told me the next day when I returned to the airport, I could also speak with someone face to face. Of course like an idiot, I went up to the baggage claims dept.and they can't locate or find a report/claim nor do they know what to do because there are several lines of angry Southwest Airline customers! This is not appreciated and by far the worst experience with this airline. All I did was spend unnecessary money because of all Southwest's screw ups and negligence. No one has still even bothered to reach out to me. You all are a bunch of jokes!!!
Date of experience: September 11, 2017
US
Horrible staff, horrible crew of flight number 763 from Orange County California to Puerto Vallarta Mexico on September 12th, 2016. I have used Southwest in the past, many times, they haven't been too bad most of the time. And as a former member of the military, I have traveled a lot to say the least. Today's experience on flight 763 however, was the worst of all time. When I boarded the plane, I was stared at by the flight attendants without so much as a greeting. The flight attendants were also rude and unprofessional, I overheard one of them use a racial slur while conversing with another flight attendant! As I departed the aircraft, the male attendant, or could have been the pilot, didn't really notice, turned his head and said nothing to me, not "have a nice time", "thank you ", nothing. These are the customer service practices that southwest airlines employees use?! I was baffled at the rudeness, disrespect, lack of courtesy, and racism! . Glad I served my country in Afghanistan to be treated this way. Im an American, and came to Puerto Vallarta on business, and let me tell you, from the moment I stepped into the cab, to my hotel, I was treated with excellence, 5 star treatment, it's a shame some Americans behave this way in their customer service, or lack of, its embarrassing. They can learn a thing or two. Needless to say, I won't be using Southwest airlines again due to this experience. The crew of flight 763 should be ashamed and disciplined. Im glad now a days, this sort of thing can be brought to light with a simple online review, for the masses to read and be warned.
Date of experience: August 12, 2017
US
I Fly Southwest everywhere I go if they fly there! The best experience ever flying and I used to fly a lot, recently I've been looking for flights at the last minute and un fortunately there was another airline that was less expensive but I'm bummed that I didn't get to use Southwest!
Date of experience: July 31, 2017
