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Service Animal Flying
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PHOENIX, ARIZONA -- This is the second time I have had a problem in Phoenix, I have a companion animal, flown many times with her with a note from my psychiatrist. In July, they refused the note, claimed it didn't have enough information, had to pay $100.00 for my dog, they gladly gave me a carrier for her. I gave my psychiatrist a copy of what SW wanted from him. Tried flying again today, SW claims my doctor did not put the dates he treated me on the letter, again had to pay for my dog to fly, $100 plus 53.00 for a carrier, which I had but at home figuring I didn't need it. Had no choice but to fly, or I would of flown another airline.

I was already not happy that they insisted on a diagnosis as to why I need a companion animal, don't think they can legally ask. This will be my last flight on Southwest. I have flown other airlines with my dog with no problem, have flown Southwest from other cities without a problem, just in Phoenix that they refuse my service animal. 2 letters from a psychiatrist should be sufficient.

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Zero Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I'm a business traveler whose flown Southwest Airlines 3 weeks in a row - in addition to many other times. I checked in 21 hours before my flight & position C45. I called customer service stating this to see if I can get into a better position. Zero help. Zero options besides paying for an upgrade. Delta you earn a higher status with every flight. This is not my 1st bad experience. Southwest has just lost my business!

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Not My Experience
StarStarStarStarStarBy -
Rating: 5/51

OAKLAND, CALIFORNIA -- I have read other negative reviews and am astonished to read their negative experiences. I have always flown Southwest when possible for over 20 years. Other than an occasional unfavorable flight attendant, I have always had a great flight.

They have NEVER charged me one single cent when making any change, EVER! Their phone personnel have always been cheeringly helpful. I think that this site only gets complainers and, from my perspective, they are, for the most part, highly embellished.

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Southwest Really Changed For the Worse
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- Talked with Customer Relations about a minor ticketing problem. A bunch kids with six months experience — all SUPERVISORS. One spills the beans and tells me THEY HAVE MONITORS AND THEY WATCH CNN. BEWARE when you're on hold for an hour. When told how they stack up against their competition and the growing bad reviews an older-sounding lady barked at me about HARASSMENT.

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The Best service. I Love It
StarStarStarStarStarBy -
Rating: 5/51

FLORIDA -- I don't have any complaint about this airline, for me is one of the best airlines. I was traveling to Cuba from Fort Lauderdale and was fantastic, the personnel are very friendly, and you feel that they are really taking care of you and very punctual. Always I share my experience with all my friends and recommend it at all times. I give it five stars for its awesome service.

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Never a Change Fee
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I was needing to change my flight to an early flight. I went online and they advertised no change fee. I of course was thinking that is awesome, right? Wrong. I called to change it a day earlier to make it to a funeral on time. The lady, which I didn't write a name down, said that it would be $200.00.

I asked about that change fee and she said they couldn't do it. I am a veteran, so I asked about some sort of discount or to help me out in any little way. She again said no, only if I was current (which I understand and don't at the same time). Or if I was 65 or older. That's kind of messed up in my opinion. Whatever. I asked one more time, "Please is there anything else you can do?" And she said no.

I wasn't put on hold for her to find out or anything. I was trying to change it to a Tuesday, which is typically the cheapest day to fly anyway. I have American Airlines in the past help me out once. It wasn't for the same situation, even though I think this situation was worse.

You spend more for Southwest to get the same or worst service. I personally haven't had a bad experience with American, but this is the second time, (the first being coming) I've had with SW. Coming up I didn't even get snacks or a drink on one of my flights. It was only an hour flight but, by the time they got to us, the back 3 rows were told we couldn't get any because they had to get the trash from everyone else. The last row to get a drink were told to chug them so they could take the cup right back. Very unpleasant experience and I'll stick with American. I only fly roughly 5 times an year, but that's still over $2,000 a year.

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Luggage Left in Rain for 7 Hours
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAS VEGAS, NEVADA -- My daughter and I were traveling with my 2 grandchildren from Las Vegas to Chicago. Our flight was scheduled to leave at 12:50pm on Saturday, April 9, 2016. We checked in at the airport at approx. 10:30am and we're told there was a delay. From that point on the delays were approx. every hour until we finally took off at approx. 6:30pm. We were told that the delays were because of weather (excessive rain and flood warnings) and that we had to wait for our plane to be able to arrive from Arizona and that depended on the weather. We certainly understood being delayed because of the weather. However that is not my complaint.

My issue is the absolute disrespect that Southwest Airlines displayed for not only my personal property but for the personal property of everyone on our flight as well as others. When we got to our gate at approx. noon the uncovered carts with our luggage were already outside on the tarmac waiting to be loaded on our plane that was delayed and still sitting in Arizona because of rain and weather conditions. Please understand that it was just starting to lightly rain around that time.

Myself as well as others began to ask the Southwest desk employees about getting our luggage covered. We were told there was nothing they could do about it. As it began to rain harder and harder all we could do is watch our luggage and personal belongings get pounded by rain. People were complaining everywhere. At approx. 3:30pm, I called Southwest customer service to try to get help and was also told there was nothing they could do. They suggested I ask for a Supervisor.

I did and not only did it take nearly an hour for her to show up but people were lining up to get to her until finally she was trying to explain to us there was nothing she could do because they did not have tarps or room to move them inside or maybe the workers couldn't go outside because of possible lightning. Seriously? There was no lightning and with the exception of times when it was raining hard there were not only lots of workers outside, they passed our luggage carts over and over.

Finally after about 5 hours in the rain they slightly covered the top of the luggage which was still exposed for several more hours of rain. When we arrived in Chicago our luggage and belongings were absolutely soaked including 3 hard shell suitcases, 3 duffle bags and a car seat. It took my daughter nearly an hour to dry the car seat with a blow dryer before we could cover it with plastic for my 3-year-old grandson to make our 2-hour drive home to MI.

Everything in our luggage had to be washed, I had paperwork that was destroyed, a leather purse water stained and I'm still not sure if we have discovered all the damage. All of this could and should have been prevented. SW knew we were delayed because of impending heavy rain and flood warnings yet they deliberately placed our luggage and personal belongings outside uncovered and left them there for 7 hours. The lack of respect that SW displayed for their customers is appalling.

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Cancelled Flight
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MILWAUKEE, WISCONSIN -- My flight was cancelled without my knowledge back in March 2017 when I contacted Southwest requesting a fare adjustment. I was emailed a new flight itinerary showing a travel voucher for 23.03 and my flight still scheduled. When I went online to check-in within 24 hrs on 05/18/17, I was unable to so I called the airline. I was told that there were notes in their system indicating I cancelled my flight. They were rude and disrespectful and refused to admit they made a mistake. Bottom line if I had cancelled my flight they would have a record of me requesting a refund for 376.00. They have the worst customer service. I'll never fly Southwest again.

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Delays, Diversions, Cancellations
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I am a weekly air traveler mostly using Southwest Airlines. The tickets are average price, there are frequent scheduled flights and NO First Class seat which I like. But beware this airline has many delays, diversions and cancellations. Over 37% of its scheduled flights are not on time.

I once had a 13-hr delay flying from New York to Atlanta with my two daughters. My wife's plane was once diverted to land in Baltimore which resulted in 6-hr delay. Once I woke up at 6am to catch my flight only to see an email from Southwest that my flight was cancelled that morning. Incredible. I compared Southwest's stats to other airlines. Southwest is and will always be a mediocre airline. You know what they say. You get your money's worth.

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Watch Out - SW Takes Unexpired Travel Funds!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SACRAMENTO, CALIFORNIA -- I used $11 of travel funds plus paid an additional $134 for a flight to Los Angeles in September 2015. Unfortunately, the flight had to be canceled but I knew that I would be rebooking another before year-end. So, the $11 of travel funds expired in early November 2015, of which is reasonable considering they were over a year old. Last night, I tried to book a flight with the $134 of travel funds believed to be available. Apparently, Southwest changed the character of the money I paid just two month prior, hooked that amount to my expired travel funds and took it all!

I have flown two college-aged children home on a regular basis over the last seven-plus years as well as my husband and I flown for both business and pleasure are now shocked at Southwest's confiscation of my money. Their loss will be worth much more than the $134 they think they have gained!

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Southwest Airlines Rating:
Star Star Empty star Empty star Empty star
1.8 out of 5, based on 33 ratings and
156 reviews & complaints.
Contact Information:
Southwest Airlines
2702 Love Field Dr.
Dallas, TX 75235
800-435-9792 (ph)
www.southwest.com
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