Southwest Reviews

Booked a flight in December of 2019 for January 2020. Friends Father was in ICU for a month so had to cancel trip. Then COVID hit in March. Grandparents that I help take care of are in their late 80's so travel and being around the general public is out of the question now. Southwest says I have to fly by 12/3/20 or I loose 100.00 of my $183.00 fare. More than a 50% penalty. They are not concerned with public health nor the current travel advisories. I have flown Southwest for many years but will be using other airlines once this pandemic ends and people can travel safely again.

Excellent service, pricing and all around everything, I am happy to fly with this company for every trip.

Southwest airlines now cancel and refund your flights when you booked early to get a good deal and then in there system shows you asked for a refund which I never did since I haven't spent Christmas with my family in 7yrs. Then when you call to find out what's going on they at the moment can't honor the price you got the first time which was under 300 and now wants to charge over 500, like I have money like that.

Orlando Trevino

My husband and I just got a cancellation email and no other warning. They just said “We no longer fly on this day”... that’s it? We are so angry, confused and sad that our vacation got cancelled... Just like that. Poof, gone. No explanation, Joe representative #35 was rude and did not give a professional explanation or help us figure out a resolution to the problem. Southwest has never let us down, we sadly will choose another airline to fly with with, other than Southwest. Just a little happiness during these hard times is all we wanted. :(.

Back in January (before the pandemic madness) I had to cancel a flight and received flight credit from Southwest Airlines for a future booking. I am a UK citizen and of course the US border has been closed for a while and isn't opening any time soon. The credit is expiring soon, and Southwest refuses to extend the validity. I understand it's difficult times right now for airlines, but if I could have flown, I would have, I'm not allowed to enter the country. So this seems really customer unfriendly (in all their responses to me they say how they strive for excellent customer service which is just so laughable when that's not what they are providing at all). I have credit with several other airlines and they have extended the validity no questions asked. Once I'm able to fly in the US again, it certainly won't be with Southwest.

Change in policy - fully booked flights. This is a terrible mistake on Southwest Airlines. Southwest has been an airline renowned for your customer care and thoughtful on how to ensure customer's safety. I just can not imagine the greed being displayed here while we have some of the highest daily new cases being reported across the country and more than that, we are going into the winter months.
You need to seriously reconsider and rescind this mad policy as it shows you care for nothing but near termed profit.
I surely would like to see your top executive flying in this condition and see if your family members will welcome you home.
BTW - my brother just got Covid-19 & was intubated for 6 days.
Regards,
Tho Nguyen
A Lister

Esta aerolínea es una compañía es la peor: Expulsan a un afroamericano de un avión por quitarse el cubreboca con la leyenda "Voces negras por Trump" para comer un bocadillo (VIDEOS)

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Seems to be too political to fly!

Good flight and will do it again

Predjudice representatives and the company itself very misleading, was advised to change my trip due weather, canceled my trip however because my travel funds was expiring I couldn’t make a new reservation and lose my travel funds all for the email I was sent and then being greedy

An up-to-date site, you can trust the information, no harmful programs were found.

Southwest changed our trip from noon - one way- to a plane change in VEGAS and not getting in until 6pm.
They will not help us with a refund. We wanted to go on this trip, but our friends are all arriving before noon and we can't have them wait until 6pm for us! And changing planes in Vegas is unacceptable. You can have our $275 and we will NEVER use you again!

I have been dealing with Southwest on Rapid Rewards points for weeks. Finally got the points after more than three weeks of originally purchasing them and, because of this, had to have a representative book my husband's flight. She booked the wrong flight. I didn't notice right away (and she did not state the flight she booked on the phone), but I called when I did see it. They were already closed. Called the next day to be told they would not fix the mistake. I could pay the difference to change my husband to the flight she was supposed to book him on. It's a $478 difference for a flight that was originally $91. The representative I spoke to after the fact was rude and would not explain why the flight couldn't be fixed. He would literally sit in silence on the phone for upwards of 30 seconds making me think I'd been disconnected because "he won't be told when to speak." I actually had to say at the end of my statements, "please feel free to wait as long as you like because I know you don't talk on command." Disgusting. They have messed up on every level with this trip and have taken zero responsibility. I'm so glad they are treating the very few customers they have with such blatant disrespect. Can't wait until I can travel freely again and pick an airline that isn't so incompetent.

Today, on 08/22/20 Flight 1541 at 07:40am, a southwest pilot (never revealed his name) went above and beyond for a 12-year-old who was extremely terrified flying the first time by herself (yes, she thought she was brave enough to do it). The crew tried to calm her and she continuously screamed that she wanted to go home. One flight attendant held her hand, everyone tried to calm her, and the pilot apparently let her into the cockpit (prior to taxi away) to hopefully ease her fears. She eventually called down. The same pilot then proceeded to escort her off the plane, bought her breakfast from Chick-fil-A, and took her to her next gate! I can't even begin to express the gratitude. I would write a letter of appreciation to the CEO if I knew who he was...yes...I spoke with him while I was on facetime with her. Although I'm sure that the crew was probably at the brink of putting her off the plane, they comforted her and completed their flight. THANK YOU, THANK YOU, THANK YOU. I love Southwest...always have!! ❤️

They kicked out a 3 year old autistic kid because he couldn't keep his mask on.
The CEO has made declarations being actually proud of this.
This is a no no, travel with somewhere else, you can have more power with your wallet than with your vote

I flew with Southwest Airlines during July/August of 2020 in the middle of the pandemic. I have to say that the service I received was phenomenal. Of 4 flights (2 out, 2 returning), none were delayed and all were on the dime for boarding and arriving.

I have never had this few problems with a flight. I don't know if it's due to reduced traffic, but I'm amazed. I have literally nothing to complain about. Will be flying southwest again, hopefully after all of this is over and there is a vacma'am!

I feel like I should clarify - I scheduled and flew these flights after lockdowns were announced.

I flew Southwest recently and was apprehensive about the flying experience in the middle of a global pandemic. You know what? It may have been the best set of SWA flights that I ever had (and I have flown them a bunch). The service from SWA employees was spot on and I felt safe/clean the entire time. Yes, it was a bummer there was no drink service - but I hit a spot during my layover. Overall, they are doing a good job in the a tough situation. I hope they can keep it going.

HORRIBLE CUSTOMER SERVICE & AN EVEN WORSE TREATMENT TO LONG TERM LOYAL CUSTOMERS!!!

In all my years of flying, I've never seen a service failure as poor as the one I experienced with Southwest.

I had my flight booked with them for my Fiance and I to head down to Florida for our first cruise. Due to COVID-19, the cruise was canceled and canceling my Southwest flight for a full credit was as easy as ever..... Or so I thought.

Turns out, I was only issued a partial refund. When I called in to inquire as to why (on hold for over 2 hours), they informed me that I did in fact receive a full refund. After back and forth exchanges, transferred to 6 different people, they said there was a system glitch and I'll be receiving email vouchers for the rest of it within 5 business days. Okay, great I thought!

8 business days go by, and still no vouchers. I was not about to sit on hold for over 2 hours again, so I tried reaching out via Facebook Messenger.
After back and forth messages for almost an hour, they acknowledged that there was ANOTHER system glitch and I would be receiving my email vouchers in 3-5 business days. Okay, that should work since there are still 10 seats left for the flight we need for our re-booked cruise dates.

7 business days go by, and still no vouchers. I reached out again on Facebook Messenger and was told they do not know when I'll be receiving them.

The next day, the flight I needed was then sold out.
My only other option for a flight was to pay double the price and now have a 3 hour layover instead of the direct flight for half the price we originally were going to book after receiving our credits.

I reached out again, asking if they could price match my only other option for a flight or open up 2 more seats since they're not flying at max capacity due to COVID-19 and was told you should have booked it sooner, as it's first come first serve.

What?!?!?!?! "First Come First Serve"

SHAME on Southwest for not extending flight vouchers during the Covid Restrictions. Even though my State and my destination State are still under shelter-in-place & travel restrictions, I was told "Sorry.... but plenty of other people are still flying". Really ??
When this is over I shall be flying Jet Blue...

I am absolutely appalled at the customer service me and my girlfriend received at the Philadelphia airport. She had purchased a ticket for a flight on April 24th about a month or so in advance and it got canceled within a week of said flight. Okay, not the end of the world. The very next day she rescheduled for a flight on April 25th. This flight was then also cancelled. But then, it wasn’t. It was available for scheduling again on the website, so my girlfriend just rescheduled for the same flight again. It was odd, but the flight was available again, so we just went with business as usual.

So we drove to the airport, an hour and a half drive, and when we get there she types in her confirmation number and it says the flight has been canceled. Now, the previous two cancellations came with a notification saying the flight had been canceled. My girlfriend checked for one the whole drive there and did not receive one. Needless to say after the drive, this was a frustrating revelation. We spoke with an attendant at the nearby counter and explained the situation, and she told us that the only thing she could do was book us a flight for the following morning at 7:00 AM. We’d need to be there at 6:00 AM which meant we’d have to leave at 4:00 AM. This was not convenient for us, and it meant we’d have to make another 3 hour round trip drive.

So we found ourselves speaking with a different attendant regarding what happened and asked if we could be transferred to a flight with a different airline, something many other airlines do in these situations (my dad, a million mile flyer, can attest to this) only to be told this was impossible, despite there being an American Airlines flight in a few hours with lots of available seats. I explained my lack of confidence that the flight the next day would actually go out, and the attendant expressed that she also was not confident.

As the conversation went on, things got heated, with a supervisor stepping in as the original attendant began yelling and accusing us of lying and saying that we known it’d been canceled before driving an hour and a half out to the airport, which makes no sense. The supervisor told me he refused to speak to me because I wasn’t the passenger, despite this nonsense affecting me too since I have to drive and house my girlfriend for the remainder of her time here. We were told that our options were to keep the flight for the following day (the one the attendant originally had no confidence in, but now in the presence of her supervisor couldn’t accurately say how likely it was that it’d go out) or to get a refund in the form of a voucher for another southwest flight. Neither was a satisfactory solution given that, as far as we could tell, this was an error on their end.

I’m struggling to convey the rudeness, hostility, and apathy we were met with in this situation, but I can promise you it was genuinely upsetting, with my girlfriend choking back tears during the exchange before breaking down in the car afterwards as we drove home. I’m left expecting a similar experience for the following flight, and the whole experience has left us feeling as though we will never travel with Southwest again. This behavior was absolutely unacceptable, hurtful, unprofessional, and unaccommodating.

Had bought 7 ppl airline tickets for a family cruise to scatter my dads ashes in april. Cruise was cancelled due to covid19. Paid $2400 for all airfare. When I called to get a refund I was told no cash refunds only future credits for each person. 2 tickets for my grandkids age 5/7. They never gonna fly before 2021. So disappointing and angry! Thanks southwest!

I recently had to cancel a trip due to COVID-19. I was given a credit on my airline ticket but they refused to credit my Early Bird Check-in Fee of $40.00. All I am asking for is a credit to use later not a refund. This is a worldwide pandemic and "Yes" I do have concerns about traveling at this time. I've reached out to southwest twice and here are the two responses I received.
1.Thank you for reaching out to us. I understand that you canceled your reservation due to your concerns about traveling at this time. While I regret any disappointment this may cause, EarlyBird Check-In purchases are nonrefundable, and we are unable to honor your request for a refund on this occasion.
We truly appreciate your business and hope you’ll give us an opportunity to welcome you onboard soon.
Alex R.
Customer Relations / Rapid Rewards
2. Thank you for reaching out to us again. I regret that you remain disappointed that we are unable to refund your nonrefundable EarlyBird Check-In purchase. We recognize that this was not the answer you expected, and I’m sorry.
We hope you’ll continue looking to us when your travel plans include the cities we serve—your business is important to us.
Sincerely,
Eileen P, Southwest Airlines

Although many are upset because of these trying times, I have to say while we flew Southwest Airlines from Mdw to Punta Cana flight 2692 and had a great flight. We had our grandchild with us which was his first flight and the crew could not have done enough. While in the Dominican we started hearing so many rumors that the borders were being shut down and we were basically being abandoned. Well Southwest answered their phones confirmed our flight back to the USA and yes we called numerous times as United abandoned everyone at our resort and many people were left scrambling for any airline to please take them back. our flight was the second to last flight back to the USA, and we had a first row seat and I cannot tell you how many people arriving on the plane Flight 517 kept on thanking Southwest for taking them home. Our family witnessed this personally and Southwest had flown many planes empty to the Dominican to bring our people home. The best part was the crew of this flight showed all of us so much attention, and treated everyone great. One passenger had her birthday party sung to her by the whole flight and the crew gave her a bit of a funny gift and one of the crew also sang, to the passengers. By far the best flight I have ever been on. I thank the pilots for their hard work and the crew who put so many people at ease for the great time and flight. I have and will anytime always fly with Southwest due to their great service. If I could I would give them more than 5 stars.

I had booked travel from Florida to New Hampshire back in Feb. Due to the increased number of Coronavirus outbreaks, my husband and I decided to postpone our trip back home due to the potential of passing on the virus to our health compromised parents. We did the responsible thing. I went online to cancel this trip and rebook at a later date. I noticed at that time Southwest did Not credit us back the 100.00 we paid for early bird checkin. It was charged to my credit card. I called the airline and they said they were not refundable. Due to the nature of our environment these days of social distancing and staying home, the cancellation of this trip was beyond our control.
I sent an email to the company headquarters explaining the entire situation, they simply said " Sorry, early bird check in is non refundable." Meanwhile, we have 800.00 held up for with them for future travel. That will be our last trip "EVER on Southwest airlines.

Very poorly trained customer service representatives. Was told different policies by various reps regarding military travel. Customer relations rep put me on hold multiple times to look into issue and then came back and contradicted herself twice. Bottom line I’m out $200 for travel paid to Southwest I was told I’d be able to use at a later date.