We had to cancel our vacation reservation and when we tried to rebook it for the same time the following year, we were told the funds had expired because they go by the purchase date not the travel date. They said they would give us a voucher for $200.00 less than the $500.00 interest free loan we gave them. I guess a few keystrokes costs $200.00. I'm a retired construction worker with no pension or 401k and my wife is a server at a restaurant making $6.00 and hour. The cold corporate response we got was, "No exceptions". They say how customer friendly they are but you better read the fine print or you'll be sorry. We found out the hard way that they aren't so friendly. Ouch!
Review by Hossan2 months ago
I ♥️ Southwest. My favorite Airlines. From the ground crew to stewards and pilots. I never had a bad experience. All I can say is they must be amazing to their employees because their employees are amazing to us. 2 bands free. Amazing. No hidden fees, no games just a pleasant experience all the way around. Thank you Southwest
Review by Krcma2 months ago
Despite checking my bags at Fort Lauderdale airport 2 hrs before flight, mine and about 15 other passengers' bags did not arrive at DCA with our flight.
Southwest baggage area at Reagan International (DCA) is cramped and disorganised to begin with: 2 carousels and NO indication as to which flights' bags are being sent to which carousel. The Southwest ground crew personnel were apathetic; I got more information from fellow travellers.
Next, when word did get around, that for those of us left milling about our bags had been sent with the next plane, we crowded into the lost baggage office, spilling out into the cramped area next to the carousels. No Southwest employee particularly took charge to give us the information; again, it was mostly being passed as word of mouth amongst us waiting passengers.
4 Southwest employees were on duty, taking our details. Since I opted to pick up my bags myself later in the evening, I was offered a voucher and told they would call me when the flight/bags arrived.
No call from Southwest. I called Southwest baggage a bit after that "next flight" was due to arrive and was met with mediocre service on the phone. I hauled myself back to the airport, and the same 4 Southwest employees were there, with no other customer in the office. 2 had eyes locked on a screen, the other 2 doing something else.
No one greeted me. I announced myself, and was dismissively told to wait a minute. I replied that I had already been waiting for more than "a minute" for my bags and had come to collect them. I got eye rolls from the employee who did look up, but no apology for keeping me waiting then, and certainly no apology on behalf of their employer - Southwest - for keeping me waiting for my checked bags.
This is when things deteriorated. The youngest one of them started looking among the scores of bags sitting there by name tag, not thinking to ask me what size or color my bags were. I went over to point out my bags -- and in point of fact, did point them out -- when a 2nd employee of the 4 came over and BERATED me for being in the area with the bags. I half-jokingly asked if this really was Southwest Airlines, as it didn't sound like it! That 2nd employee's attitude to me got worse, then dismissing me in the 3rd-person as though I were an inanimate object, told her "colleague" that she didn't have to answer me/help me as I have to show them respect!
I wonder who does the employee training for Southwest ground crew at DCA, as they certainly skipped the lesson on showing the customer - paying customer - respect, and courtesy. This 2nd Southwest employee then in a childishly theatrical manner went over to the scores of bags and started "looking" for my bags, slowly one by one, exactly in the area where they were not (remember, I had pointed them out already). These words come to mind: sheer ignorance and malice.
I was handed my bags as though I, and my bags, were pieces of garbage to be gotten rid of. Absolutely, Southwest! I am glad to be thrown away from your airline after 10+ years of nearly bi-monthly flights. And as I before would enthusiastically encourage people to fly Southwest -- because of the customer-friendly service -- I now equally enthusiastically tell them NOT to fly Southwest.
As I pointed out to the professional and courteous customer service agent who took my lengthy complaint -- and she did apologize profusely for those DCA Southwest baggage employees' behavior, as well as for Southwest's delay with my bags -- there is no way those 4 employees could have acted with such arrogance and impunity were they not feeling protected by an equally egregious Southwest management at DCA.
Review by Kerusha Benipal2 months ago
My 77 year old mom who has memory problems just flew from VA to Colorado the staff made sure my mom was well taken care of they even had the wheelchair waiting for my mom as we arrived. My mom had to get on to another plane in Chicago and again the staff treated her like a princess ( Mom said) they made sure my mom got on the right plane with no problems they made sure she got on the right shuttle to get to my sister's house with all her stuff only lost the walker. I just want to say thank you so much to everyone who help my mom. Thank you southwest Airlines for going above and beyond for my mother. God bless you all Darleea Gilbert
Review by Jomana Cukovic2 months ago
Grease under the tray table got on my dress pants. After waiting for 30 mins on the phone with customer service, they offered a $5 reimbursement for all the frustration and inconvenience. Disappointed with this airline and will not be flying again.
Review by Unisearch2 months ago
Spent all day at the airport. No reimbursement or compensation of any kind. Was supposed to depart at 2:55pm. Now they are saying at 8:15pm. I’ve been here since 11:45. Called customer service, talked to the southwest employees. Nothing can be done. They didn’t even check they just said there’s nothing they can do. Pathetic and sad. Never flying with them again.
Review by Praiwan Horoshilov2 months ago
I received a LUV REWARD FOR $400. The coupon expired on 11/24. I tried getting my Reward extended and customer service told me I couldn’t after the guy I previously spoke with told me I could! I will never in my life fly with Southwest ever again! Their customer service agents are disgustingly rude! I spoke with Elaine and she hung up on me!!! GET BETTER CUSTOMER SERVICE! This is ridiculous.
Review by Abzeee3 months ago
An excellent airline, focused first on its customers, and what's best for them. Low fares, free checked bags, many other benefits. I wish they flew more international routes.
Review by QsunBey3 months ago
Whenever I fly with Southwest Airlines, I feel "Special". Their pilots, attendants, and crew are very courteous and professional They do their best to accommodate you the best. They are attentive to any detail during the trip, giving you the best comfort and security. The overall of the fly is excellent. Besides, they are ready to help with any inconvenience. On one occasion, my family had to change flies at the last minute, and they graciously, re-scheduled the fly without any penalty. Thank you, SouthWest for your good job, and Customer Satisfaction.
Review by NNg Soffientini3 months ago
I think the reason I like Southwest Airlines so much is because everything just goes very smoothly!!😄😄😄😄😄😄😄😄😄
Review by Jari3 months ago
Currently on my first trip with them. The seating system does not work and is not an equal opportunity process. The only thing they have going for them is the price. My encounter especially with the ticket agent was awful I had to ask if she was ok. There is a sign on the ramp that indicates dangers of the jet fumes yet their seating process creates a bottle neck. Not a good experience.
Review by Abualgsim3 months ago
My family traveled on Southwest for the very first (and probably last) time this past Sunday. We booked Business Select tickets from Nassau to Providence with a stop in Baltimore. It was supposed to depart at 4:10 PM. We knew they were expecting bad weather in Baltimore so we were checking the flight status all morning. At about 1, I received a text stating the flight from Baltimore (not Nassau) was cancelled. I called customer service and their suggestion was to get to Baltimore and then figure out how to get home from there. We checked in at Nassau ~3 hours before departure and were told we weren't flying that day. Apparently the entire trip was cancelled. A few minutes later, I get another text stating we're rebooked on a flight the next day with a ~8 hour layover in Ft. Lauderdale. Neither my wife or I could miss work the next day so we told them we had to get to Baltimore and would rent a car and drive home if necessary. It would have been a rough ~7 hour trip in rain/sleet/snow but we didn't have a choice. I reserved a car at that point. After much waiting around, they rebooked us on the same Baltimore flight but this time it was on Wanna Get Way tickets. At no point we were told this. I specifically paid top dollar for the Business Select tickets for a few reasons, including the ability to board early so our family could sit together. We were also presented with flight vouchers, each worth ~$200 with no explanation. We assumed it was because the original flight was cancelled but it turned it was because they cancelled the Baltimore to Providence fight altogether. When we boarded the plane, there were only single seats available so my 8 and 10 year old kids each sat with strangers. I spoke to the gate agent at BWI and asked if there was any way we could get on the later flights to Providence or Boston that night. Eventually they were able to book me on the last flight to Providence and the rest of my family on the last flight to Boston. However, in addition to using the vouchers we received earlier in the day, we had to pay an additional ~$350. I called their executive customer service today to complain. They offered to refund the extra money paid and also offered $75 ea in vouchers but I still think we should have been entitled to much more. They wouldn't even add the extra Rapid Rewards points we missed out on because the fare class was changed. If they communicated better I would be more understanding but it was a disaster!
Review by Creshandra Conrads3 months ago
I have never had a bad flying experience with Southwest Airlines and I love that Southwest Airlines doesn’t charge for carry-on baggage. I appreciate this as I (like most people) live on a budget.
Review by Megen3 months ago
This airline is great! I fly where I want and I actually have fun! I feel comfortable from the moment I get on board. I like United too but it’s pretty cold. I found the flight I wanted, at the price I wanted and never felt like I was sacrificing. Kudos to Southwest!
Review by LaTonja3 months ago
My all time favorite airline! Everyone from the ticket counter to the gate and onto the aircraft is super nice and down to earth. I love that they allow two baggage free!
Review by Malau3 months ago
I will never book with southwest again. Today i showed up at ft lauderdale airport to catch a flight to buffalo ny. The airport in buffalo was closed due to a power outage. Which meant i had to catch a different flight however while in line to book this other flight the person before was allowed to stand at the ticket counter and argue with the attendant for over an hour. Meanwhile im watching all the other flights become sold out online. So now when its my turn they say tomorrow will be the earliest they can fly me back home. Meanwhile my fiance and i are stranded in a unfamiliar city with no luggage because they sent my bags to baltimore. They offered no compensation for the situation. As this issue is causing me to miss 2 shifts at work. We have nowhere to stay no where to get there ...they basically told us sorry but u have to figure this out on your own. We dont have a peice of clothing...a tooth brush and nowhere to sleep. This is beyond inconvenient it is in humane. They have completely ruin my experience. Might i add they knew that buffalo ny was experiencing high wind and the power outage and did not contact me what so ever. This airline has cost me a grave amount of money due to the lack of communication with thier customer and that is not right
Review by Celebiel Teja3 months ago
Horrible customer service!!!
Crews are rude and have no could care less about you needs! This must have the worst training department of all the airlines
Review by Nagamalleswarareddy Lordv3 months ago
I have been flying Southwest Airlines for years. They are affordable, courteous, bags fly free and consistently improving their service. I get the feeling they care deeply for their employees as well and have very diverse teams. Lol and they're funny too. I'm proud of them for changes I've seen over the years and very impressed with the consistency of continued improvement. Oh, My flights are always on time. Only 1 delay in all the years, due to weather. Thanks Southwest. Keep up the good work.
Review by ChristopherGoldin3 months ago
Their flights have always been on time. They let you change your booking. You get a stand up comedy show from the flight attendants with every safety briefing. They cost more than they used to - but I still adore travelling with them. <3
Review by JessicafromLondon Willliamson3 months ago
We were on Southwest Airlines flight 2404 from Boise to Las Vegas on December 2 and one of your flight attendants was reviewing the expectations for the passengers sitting in the emergency exits seats, we were sitting in the row right in front of those seats. I was impressed by the flight attendant and his seriousness of the importance of the duties those people have. (I wish I could remember the flight attendants name, I'm truly sorry that I don't.) As he finished explaining the process to those passengers he asked them to answer "yes" or "no" about fulfilling the duties when one man, a real rude man, would not give him a straightforward answer. He was very patient with the rude man and offered him a new seat if he could not fulfill the duties of that seat. The rude man continued to disrespect your flight attendant. Your flight attendant remained very professional. I'm sorry that your flight attendant had to put up with the disrespect from that very rude passenger. I want you to know that we were very happy with the entire crew on this flight. I wish I could have shook the hand of your flight attendant and let him know what an amazing job he did! We are always pleased with the crews of Southwest, and we fly Southwest exclusively. Thank you Southwest!
Review by Aizhamal Hartskamp4 months ago
I've been meaning to review Southwest for years. Just a great experience every time, and the one time I was significantly delayed due to weather, I received a $100 gift card in the mail a few weeks later. They're pretty liberal with the free drink coupons too.
Review by Angstes4 months ago
Southwest has really good rates if you shop early. It is not a luxury carrier, but they are reliable (at least to the places I fly to) and in general the attendants are pleasant and some are quite entertaining.
Review by FLeslie4 months ago
I just started using Southwest Airlines hotel reservations and booked a hotel which they stated was rated 7 - good. This hotel, microtel by Wyndham in Philadelphia is horrible! Not only is there no parking, no refrigerator, no microwave, no coffee maker but we found a dirty bathroom and half dressed girls standing in the doorway. Front desk was miserable. I decided to checked the rating on other websites and found this hotel was rated 5.6...not 7!!! Beware of liars!!
Review by Jambrose4 months ago
Don’t buy early bird check in, it is cost $20 extra and they will giving you the A45 or more, do it your self 24 hours before and getting better position, don’t be a victim of Southwest Airline. Bad airlines company.
Review by Adoermer4 months ago
I have always had good experiences flying Southwest Airlines. They treat Military personnel very good as well.