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Better Way to Handle This
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

FLORIDA -- Normally I like Southwest but a couple of times lately the way things were handled with flights running late was extremely disappointing. My initial flight ran so late, we nearly missed the connecting flight. We were landing with literally 12 minutes for me to get to the gate of my next flight. At the very least, I think the attendants in the cabin should have allowed those of us who were on this next flight, to exit the plane first. They did nothing of the kind – we had to sit and wait for everyone else to deplane, and we're running to our next gate. Not even a chance to go to the bathroom. This could have been handled in a much better way.

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Customer Service is Lacking
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

ATLANTA, GEORGIA -- This is my husband and I first time flying with SouthWest. I was seriously considering trying to rebook, due to the window issues. But I prayed on it, and stuck with my original plans. Flying home internationally from Punta Cana, layover in Atlanta on 5/20; plane unable to land due to weather related issues. We were due to land at 6:55 pm and board a connecting flight at 10:05 to Detroit. At 7:08 pm, I got a text from SW that we were being re-booked to leave Monday at 4:00 pm. The plane I was on had to go to Orlando to refuel, and then back to Atlanta. We were on the plane from 2:30pm to 10:30pm, with no additional food, water, or drinks offered. Once in Atlanta, the customer service rep; re-iterated what I already knew, that we could not leave until Monday and gave us a voucher for a discount rate for a hotel. We booked the hotel (Holiday Express) in College Park, Ga, They don't take vouchers from SW only Delta and told us to go back to SW for a discount re-imbursement. I just finished talking to a customer representative in TX, who advises me that he could not help me with that issue and tells me how the airline is not responsible for Acts of God...I knew that, but my issue is with the hotel and the voucher. No further offerings of any kind or numbers that I could take this issue further. As with Spirit, this is another airline that I will never travel on again.

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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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Absolutley horrible!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ANAHEIM, NEVADA -- Horrible staff, horrible crew of flight number 763 from Orange County California to Puerto Vallarta Mexico on September 12th, 2016. I have used Southwest in the past, many times, they haven't been too bad most of the time. And as a former member of the military, I have traveled a lot to say the least. Today's experience on flight 763 however, was the worst of all time. When I boarded the plane, I was stared at by the flight attendants without so much as a greeting. The flight attendants were also rude and unprofessional, I overheard one of them use a racial slur while conversing with another flight attendant! As I departed the aircraft, the male attendant, or could have been the pilot, didn't really notice, turned his head and said nothing to me, not "have a nice time", "thank you ", nothing. These are the customer service practices that Southwest airlines employees use?! I was baffled at the rudeness, disrespect, lack of courtesy, and racism! . Glad I served my country in Afghanistan to be treated this way. I'm an American, and came to Puerto Vallarta on business, and let me tell you, from the moment I stepped into the cab, to my hotel, I was treated with excellence, 5 star treatment, it's a shame some Americans behave this way in their customer service, or lack of, its embarrasssing. They can learn a thing or two. Needless to say, I won't be using Southwest airlines again due to this experience. The crew of flight 763 should be ashamed and disciplined. I'm glad now a days, this sort of thing can be brought to light with a simple online review, for the masses to read and be warned.

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Terrible service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWARK, NEW YORK -- Southwest Airlines please I ask you to tell me if this makes sense when someone pays for a flight through you.... A flight is scheduled to leave at 9pm from Newark heading to Orlando. It was delayed until until 10pm them again until 3am and THEN after sitting at the airport for all those hours the flight was cancelled. Now you ask why was the flight cancelled? Apparently because no one thought of getting a new pilot there to fly this delayed flight to Orlando. Now I ask, why after all the delays did you not think "hey maybe we should get a pilot here before the flight lands to not inconvenience your customers even more"? After this ordeal your solution is to add a new flight the next day at 10am for those passengers, great! Oh wait we got to the airport and the 10am flight is delayed until 11am. Wtf? SMH! This is insane ..... Now want to know the reason, staffing issues. Are you kidding me right now?

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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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Liars, Deceivers, Thieves
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- "Enroll in Rapid Rewards today and start earning towards your next vacation! No blackout dates and no point expiration means that every seat on every flight is a reward seat and that makes your rewards within reach like never before."

They are absolutely 100% full of s*** If you don't book a flight under your name (you can buy tickets for others all the time but it has to go under YOUR Rapid Rewards account) within 2 years, they will inactivate your account and steal those points back from you. SO THEY DO EXPIRE AND THEY ARE LIARS! #NEVERSouthwestair #SouthwestAirLiars #SouthwestAirDeception

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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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Horriblle, Racist, Gender Bias Treatment. Then It Was Turned Around It Became My Fault!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I filed a complaint for that flight for racial and gender discrimination. I was very angry. What made matter worse was that Southwest tried to apologize multiple times - first from the racist flight attendant, then from the Customer Advocacy (note the words - customer advocacy), it was everything but.

A woman named Courtney ** emailed me, apologizing again for the delay in response (they are suppose to respond within 30 days. It's been almost 60 days now, but then, it is Southwest, what I am suppose to expect?) I called Courtney because I was curious about the statements of the alleged witnesses on the plane that differ from my complaint. I have witnesses of my own too, and I want to get to the bottom of it.

Anyway, this Courtney ** said she cannot discuss their witnesses' comments because it is internal. She said something about I have my version, and their staff and their "witnesses" have their version. Courtney alleged that the truth is probably between what I said and what they said. THIS IS COMING FROM THE CUSTOMER ADVOCACY SPECIALIST. They twisted it so bad, now it is my fault, now I'm the unruly passenger.

Southwest staff are obviously not used to getting confronted by the truth by an Asian woman. I wonder what their version will be when they hear from my lawyer. IF YOU ARE ASIAN, OR A WOMAN, OR ANYBODY WHO HAS SELF-RESPECT, STAY AWAY FROM SOUTHWEST AIRLINES. I'd rather walk than fly Southwest. I hope all those conniving, lying staff, get the karma they deserve.

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Southwest Airlines Rating:
Star Star Empty star Empty star Empty star
1.8 out of 5, based on 50 ratings and
173 reviews & complaints.
Contact Information:
Southwest Airlines
2702 Love Field Dr.
Dallas, TX 75235
800-435-9792 (ph)
www.southwest.com
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