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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They didn't have enough gas in the plane so we made a extra stop which delayed my flight by 6 hour and took 1 hours for baggage
Date of experience: July 22, 2017
Love southwest. Flights have always been on time for me. All the people I have dealt with are friendly and helpful. After an exceptionally stressful flight due to another carrier leaving us stranded, a pilot saw me frustrated and asked to help, pointed me in the direction I needed to go. Wasn't his job, but he helped anyways. Besides reliable and friendly, add on the free checked bags and the prices are even more reasonable. Lately if the costs are even close, I use southwest. I just trust them so much more than other carriers.
Date of experience: February 20, 2017
Love Southwest Airline have travel with them many time and thank God it has been a great experience.
Date of experience: January 23, 2017
I just came here to share my one week ago experience with Southwest Airlines. Me and my sister were on the number 502 flight from Philadelphia to Orlando, at 8:20pm on 1st of January. Due to mechanical issues the flight was delayed, and the plane took of at 9:10pm (with the 50 minutes delay!). Because of the delay, we missed the overnight bus to Atlanta we had 1h and 10m after the planned departure time. So we were left at 11:50pm at the airport, with no chance to catch a bus, and no place to sleep at. We asked Southwest official what should we do but she told us that there is NOTHING they can help us with. So we booked the closest and a cheapest hotel, slept over and came back to the airport early in the morning, because we had to be in Atlanta by noon. We complained about the situation we were left in because of their delayed flight, but once again there was nothing they could do. Even though they had the two flight two Atlanta that would get us in time, the "manager" Keith Taylor told us that we can BUY tickets at a price of 175$ each! So again, there was nothing they could do. We left the airport and took the bus to Atlanta, and of course, missed the appointment we had at noon that day. Once we called the customer service the day after, to refund the hotel and new bus tickets expenses, they told us THERE IS NOTHING WE CAN DO FOR YOU. The hotel was a consequence of their delayed flight, the new bus tickets were the consequence of their delayed flight. And all that Southwest airlines did was "SORRY, there is nothing we can do". Once I asked the customer support to give me the contact information of their Legal Department, they told me that they DON'T KNOW the information of their own company's legal department, and that MY LAWYER knows how to contact them. UNACCEPTABLE CUSTOMER SERVICE. And all of that for the refund worth 200$. What a way to treat your customers! DON'T FLY WITH SOUTHWEST AIRLINES! THEY WILL DELAY YOUR PLANS, FORCE YOU TO SPEND MONEY ON HOTEL AND NEW TICKETS, AND THEN SAY THAT THEY ARE SORRY.
Date of experience: January 10, 2017
US
Needed an emergency one way ticket and they beat all the competitors hands down! Not only did I not have to pay for any luggage but also paying under $90 for a ticket booked 18 hours before the flight was amazing! Easy boarding, easy getting off the plane... I couldn't have ask for a better flight! Plus my luggage took literally 15 minutes to get (the time it took me to get to baggage claim, I waited maybe 2 minutes for both of my bags)! I wish they went more places!!!!
Date of experience: October 19, 2016
US
I booked flight tickets and hotel on southwest.com to Las Vegas to attend business meeting. When I tried to check in at planet Hollywood, my reservation was not there on hotel system. Southwest customer service not available at that time (7:00 PM Sunday). I did reservation again with a little bit more price and checked in. Next day called customer service, and able to talk with rep after waiting 30 mins, they called hotel and not able to resolve or identify the issue. Finally Southwest said some technical issues regarding hotel reservation and processed refund. Never ever book hotel or Car reservations on Southwest.com. Their systems cannot be trusted and their customer service is awful
Date of experience: April 5, 2016
Long story short, mechanical issues, bad decisions, bad customer service and then a bad policy that ties the employees hands from doing the right thing. The broke their contract by failing to get us where we were going in time for our cruise. Their failure cost us over a thousand dollars, plus lost time on a cruise we paid for, stress, aggravation and disappointment. Their failure to offer any kind of refund, even in vouchers (our last choice), shows that the bottom line is more important than the customer. Ironic for a company that supposedly runs on heart
Date of experience: February 23, 2016
Southwest is the best Domestic airline in the USA, their flight schedules are convenient and affordable. Their no fees for luggage and date exchange and their Rewards program has been great for our College son to travel from San Diego to San Francisco during holidays for free several times. Thank you and keep the good work.
Date of experience: February 22, 2016
