Southwest Airlines Reviews 801

Horrible!! I’ve been flying for work for over 30 years. In that time I’ve experienced Southwest completely crash and burn. Just awful. Everything from taking my size compliant bag to diverting my flight to a different location due to incompetent pilots. Tonight I’m sitting at LAX because there were too many clouds around San Diego area to land. I’m not kidding or embellishing. In every modern aircraft the navigation system eliminates the cloud issue. As usual with Southwest, once they go south it just keeps getting worse. Pilot just announced an additional hour delay. They will not allow me to take my luggage and go. I have meds in my checked bags. AWFUL!!!

I tripped and fell in the aisle and the flight attendants rushed to help me. I owe you guys one. Thank you!

I had to receive assistance to apply a flight credit to a new flight. I contacted reservations and spoke with Lakia, she was amazing with assisting me. Lakia took the time to assist me with making new reservation. Lakia also provided me with great information to utilize in my future flights. She also provided me with options and explained the options in entirety. Lakia helped me choose which option was better to suit my travel. Her customer's service skill set was above and beyond. I Thank her for her kindness towards me when she realized why I had a flight credit. The best part is that she assisted me from beginning to end, such as booking my departure and return flights. She did not direct me to an 800 number or online. I maybe spelling her name wrong. If so, I apologize.

Flight was ahead of schedule, no food carts, free wifi, lots of legroom. The attendants were relaxed and friendly.

I love Southwest Airlines, Always been trustworthy And love there company and planes. When i need a flight in a short time Southwest came through Friendly Pilots and Flight Attendants, It’s not the airline fault when things go bad, It’s the passengers who interrupt the flights, People need to behave like adults not children. ❤️ The 737-400s , Keep up the good work Southwest.

The staff at the Baggage Claim Office (LAX LEVEL 1) was rude, condescending and talking down on me when I claimed my niece’s apple AirPods which she lost at the Southwest predeparture area for O’hare yesterday. Thru Messenger video my niece, who is now in Richmond, Virginia) was able to identify her AirPods based on the scratch on the AirPods charger. Her iPhone was also able to detect when I removed the AirPods from the charger. This did not convince to release the AirPods to me. I drove back to Santa Monica (home) to borrow my friend’s iPhone to pair with the AirPods. When I came back to the Baggage Office (11am) same staff was there working with her computer. She told me to wait. Three customers came after me, and same staff entertained them while I stood by waiting. Luckily, another staff (Wilbur) came in and assisted me. I was able to pair my friend’s iPhone with my niece’s AirPods. The model number of the AirPods matched with the model number that my niece shared with me via Messenger. Wilbur verified it. Gave me the AirPods and made me sign a piece of paper. All done in less than 10 minutes. I commend Wilbur for his help. I hope Southwest will keep him. The other staff is definitely working in the wrong place. Her EQ (emotional quotient) is at the lowest of the totem pole.

I love Southwest. My most recent flight was AMAZING. flying out of KC was rough, but it was the attendant at the gate. On the flight there and back, the flight attendants were nothing short of amazing. The gate attendant was PERFECTION at our layover in Atlanta.

My wife and I flew from Tucson, AZ to San Diego, CA on
New Year's day to attend the Holiday Bowl on 1/2/2026. Our flight departed Tucson at 9:05 AM, approximately one hour later we were near the San Diego airport when the pilots were instructed by the San Diego flight tower to turn around and return to Tucson International Airport, where we remained for several hours until we were placed on a diverted flight and made the hour trip again to San Diego, finally landing and exiting the plane.
On our way back this morning 1/3/26, we had an 8:30 AM flight to return to TUS. We arrived at the San Diego airport 2 1/2 hours before our flight. We stood in line outside at your SW Airlines Skycap check-in area for an hour. There were ten stations there, yet only two skycaps were present to assist the throngs of passengers. You should have seen the inside ticketing/check-in area where passengers were trying to check-in, obtain boarding passes, and check luggage!
Upon returning home this afternoon, my wife received a $100.00 travel voucher via email. All I received was a lousy survey from SW Airlines. I have been a Rapid Rewards member for many years and even used points for one of the flights. E-mails to two corporate officers went unanswered. Would you feel valued?

Did not give me all of my refunds on time. It's been a month and I'm still waiting for my refunds. Customer service was very long, and I am still waiting for refunds. Will Be back after my flight experience.

I've been flying Southwest for many years, and while there can be snags with any airlines, in my experience Southwest has been more reliable, with friendly staff who seem like they're treated well too. They're not always the cheapest option, but pretty reasonable considering the difference in customer service and the overall experience.

I booked a flight months ago to travel from Palm Springs, California to Idaho for the holiday season to visit our grandkids. I am 66 years old and my husband is 71 years old. I noticed today that on our last name and I was missing on the itinerary I called SW to see if they could just add the eye to my husband‘s last name and the representative Spencer told me that it would be $250. I then asked him what would happen if I left it the way it was and he informed me that my husband would not be allowed to board the plane because the the spelling of his last name would not match his passport or drivers license. I paid the $250 and when I got the final email with all the extra charges and fees, the total amount was $316. 36 to add an I to our last name. I understand that this time of year is extremely busy and overwhelming to not only the passengers but the people who work for SW AIRLINES. In the future, I will be choosing a different airlines when traveling because I think the policy to charge that much money to add one letter to someone’s name is outrageous. I always thought SW had provided good customer service and was willing to help out those in need. Today was an eye-opener for me. I learned that’s not the case. I will be posting my complaint on as many social media websites that I can I posted it on Google. I’m going to contact two on your side and other outlets that will listen to my story. Please rethink other options before booking with Southwest.. Best regards, unhappy customer of SW AIRLINES

I booked a plate and got canceled the day of I was leaving and I called customer service and a woman answer the phone and she made me have such a bad experience and could have put me in a dangerous harmful place within myself because it's the holidays she basically said that I booked a scam and I may not get my money back she basically made up her own story which is absolutely ridiculous customer service is supposed to read off of the screen what the f*** you say not your own opinion imagine not being able to see your family during the holidays and being all alone and depressed that could potentially be a very dangerous harmful thing and hearing that didn't make it any better.

But today I called back and a woman named Vicky answered and that woman did her job she kept it blunt and real and I appreciate her very much thank you so much Vicky

Flew southwest yesterday from San Diego to Louisiana, then to Tampa, amazing flight attendants and pilots! 100% would fly with them any given day! Very personable. The pilot even got off in Louisiana for a moment he brought back snacks for everyone coming from San Diego with him, small but sweet gesture. I’ll never forget this man. Thank you for being great in such wild times.

Arriving at LAX for flights to Amarillo, we were told our first one was delayed early. We spent ALL day trying to reroute. When we finally boarded and arrived at Dallas Love Field for the last flight to Amarillo and their's, they wouldn't wait 15 minutes for us although we'd waited hours. We had a group of seven, small kids/seniors. They finally gave us one room (found out later families got a room, we had 3 families) so sent small kids/mother to the room. So two in their 70's forced to lie on the filthy/cold/hard floor, no open facilities. 73 year old man sliced finger open reaching for a purchased vending machine sandwich. Pumping blood and nobody around, later found out, and was shown in the open machine, the metal finger slicer. We spent from 9am Saturday morning (11/29/25) until noon Sunday (11/30/25) in an airport. Love's had NO comfortable chair to even rest in. Won't be flying with them again.

We have been SW customers for years. We took advantage of their Half price rewards point sale to buy Travel points. So for $450 we could get enough points to book our trip. Great savings. However as we are making this purchase through our logged in portal of SW. we select this purchase. We click complete purchase. A warning comes up "there was an error with your purchase try again" so we do this happens 3 more times. Then we refresh our screen and all 4 are now pending sales 4 x$450. We call SW , they say they can't do anything about it. So we quickly jump to our credit card Capital One trying to stop it and allow just one charge to go thru,. They tell us go back to SW. This time we asked for a SW suppervisor . The supervissor says they can't do anything. Then we find out all 4 will go through that night then call this # to get them reversed. Whick will take 10 to 14 days. SHAME ON SW this is not helpful,

Absolute chaos. The boarding process they pride themselves on are an absolute mess and the flight attendants bully people finding their seats faster even though there is no assignment given and often times it requires (very briefly) checking in with a travel partner about where you want to sit and where you should put your bags. If they wanted simple, JUST ASSIGN THE DAMN SEATS. I am always super considerate of boarding quickly and considering the people behind me but these flight attendants are next level militant.

So Southwest was my family's go to airline because of no assigned seating, and two free luggage's it saved us a decent amount of money. But they changed that just recently and it feels like a normal american airline. Only good thing is they still have free movies and shows.

Southwest Airlines is no longer number 1.
I am really disappointed with Southwest Airlines, especially at Phoenix Sky Harbor. They are now charging $3.50 just to use the line to check in your luggage, plus $35 for the first checked bag, $45 for the second, and $105 for anything after that. For an airline that used to pride itself on being different, these fees make them feel just like every other airline out there.

What makes it even worse is that the service has gone down while the prices have gone up. The flight attendants were rude, the snack options were almost nonexistent, and not a single one of my flights was on time, whether I was flying from Arizona to Virginia or returning from Virginia to Arizona.

I understand the travel industry is going through challenges, but Southwest used to stand out as the number one airline. They used to offer kindness, good service, and a sense of ease that set them apart. Unfortunately, that is no longer the case. This experience was truly sad and very disappointing.

Flight got delayed, had to be rebooked, was last to board which means you sit in a really bad seat - even though I was first to check in for my actual flight. So they punish you even though it was there mistake. Customer service I talked to was the worst so far. Never flying them again.

We had two flights with SW when we flew to Las Vegas today. We flew from PHL to Denver, and then got back on the same plane to fly from Denver to Las Vegas. Same company. Same exact plane... we even sat in the SAME ROW. Totally different experiences.

1st crew was soooo sweet. It was my BFFs birthday and they treated her (and I) like a QUEEN(s). The crew on 4035 to Denver from PHL were the sweetest and the kindest, not to mention this was a flight at 630am. Not only were they FRIENDLY, and customer service ON POINT, but they were just sooo nice. I cant even describe how well they started off our morning (my bff's morning). As someone who has worked the customer service industry my entire life, specifically Food and Beverage, I take customer service super seriously as this was my way of making a living.
I worked HARD for my money. Still do. So I cherish GREAT customer service.

We had to deplane, to get back on the same plabe for our connecting flight to Vegas.
The new crew was horrible. I heard one lady talk to the guy behind me so rudely when all he wanted was help with the WiFi, "Well sir, we told you ahead of time that the wifi MAYbe wonky so no, cant help ya..."
Same lady said to someone else, "if you cant sit right on a flight maybe you should rethink flyin.."

It was weird because our 1st experience with SW was amazing.ni was SOLD. I said to myself, I want to fly THIS airline all the time. They gave my friend and cute little crown for her birthday and a makeshift cake out of TP... it was so amazing. So thoughtful, especially for 1st thing in the morning. My friend and I even walked off saying "we're loyalist now!!! SW flights only!!"

Next crew, destroyed that.

I left 3 stars because the ladies on the 1st half of our journey deserved 10....

The crew after them...
were NOT helpful.
They were NOT pleasant.
They had ZERO personality...
They need to go to Spirit or frontier NOT SW.

Im just so over spending money on things that are GARBAGE... like customer service that was once, back in the day, so enjoyable and CLASSY, for something that isnt at all worth my time.