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Southwest Airlines Consumer Reviews - Page 3

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Horrible Experience!
By -

Last year, SW was actively marketing to repeal the Wright Amendment. I was very excited when a compromise was signed at the end of last year, and for the first time, we were able to fly round trip from Dallas to Orlando. On Friday February 2nd, we took Flight 21 from Dallas to Houston. Then we took Flight 1172 from Houston to Orlando. We checked in online so we got the A boarding cards. On Flight 1172, the flight was completely full, and a gentleman with a young son came on board with C boarding cards and could not find 2 seats together. A flight attendant announced, "would anyone give up a seat(s) so that the father and son could sit together?"

No one volunteered. She announced again that if they could not find a seat together, then the crew would delay the whole flight. So, I thought the nice thing would be to give up our seats. I took a window seat, couple of rows in front of my original seat. My fiance took a middle seat, 2 rows behind me, on the other side. As soon as we were in the air, the guy in front of me, leaned his seat all the way back. I ordered some water from the flight attendant, Debbie, and when she delivered it, I asked her if she could ask the gentleman in front of me to move his seat until I could finish my drink and snacks.

She said that "€œit was against regulations"€ to ask someone to move the seat up. I told her that every flight I'€™ve ever been on, the flight attendant asks the person in front, without me ever mentioning it, to move the seat up when you are eating. She said that "she was not serving food", and she would not ask him to move the seat. I told her that I could not put my drink down with the seat all the way back. (I'€™m only 5'€™1" and weigh 108 lbs and even I was cramped). She asks the gentleman in front to move the seat up with a "you don'€™t have to"€. Then she rolls her eyes. My fiance is watching her roll her eyes and argue with me over something extremely trivial.

When we got off the plane, we asked to speak to the captain. He did not want to deal with it and would not talk to us. So, we asked for a supervisor. After waiting 20 minutes, a guy comes to talk to us. He tells us that there are no regulations to do with seats and was sorry about the whole situation. We thought that the bad customer service ordeal was over. We took Flight 1702 on Sunday from Orlando to Houston. We sat in Exit seats because my fiance is 6 foot and 3 inches. This flight was not full, so I took the aisle seat and left the middle seat for us to put our books. We stopped in Jackson, Miss to add more passengers.

This flight was full, so I sat in the middle seat to give another gentleman the aisle seat. We get to our next flight, 54, from Houston to Dallas. Because it was a Super Bowl night, there were very few passengers. We were 5th on board, and we took the Exit seats. We had a flight attendant in our aisle, **, and we told her that we were sitting in those seats. As I was putting away my bag, I put my purse in the middle seat. I asked her if this flight was full, and she said that I was not allowed to put my purse in the middle seat. (My purse is a small purse). I told her that I was taking out some lotion because my hands were dry.

She repeated again in a very condescending tone that I was not allowed to put my purse in the middle seat. She watched me as I took the lotion out and put some on my hands and then put the purse underneath the seat. I guess she didn'€™t trust me. My fiance was watching this whole incident and was getting upset. As people started boarding, we had a guy who also sat in an exit row and put his computer bag in the seat next to him. She greets him and talks to him and never demands that he move the computer bag. She asks him very politely if he wanted her to move the bag up in the overhead storage for him.

I was upset by that time, and I decided that I needed to get her name so that I could report her for discrimination. I was not sure if it was because I was female or Asian. She comes in front of us to tell us about our responsibilities since we are sitting in Exit aisles. We flew on SW and sat in Exit row for every flight, and we did not have any problem with anyone demanding responses. (I'€™ve flown for 18 years and sat in Exit seats numerous times and never had been treated so badly!) I leaned over to get my purse so that I could have something to write her name. She immediately yells at me to pay attention. Then she remarks, "€œit'€™s the school teacher in me"€.

By that time, my fiance is extremely upset. She asked us if we understood her instructions, and my fiance nodded his head. In her extremely condescending tone, she says,"€sir, you need to say Yes"€. My fiance told her that he did not like her tone and wanted to speak to a supervisor. She said that she was the supervisor. So, he asked her if he could talk to the Captain. She yells, "IF YOU TALK TO THE CAPTAIN THEN WE ARE GOING TO HAVE TO DELAY THE FLIGHT!" Then, she yells, "IS THIS WHAT YOU WANT?" I told my fiance that we'€™ll take care of the situation on Monday; just let it go for now.

We had been on the plane all day, and all I wanted to do was to go home. The flight attendant went to the front of the plane and talked to a TSA agent and the captain and treated us as if we were terrorists. They were staring at us as if they were going to throw us out. My fiance is asthmatic; he was so upset that he had an asthma attack. He was shaking and could not breathe. I was EXTREMELY concerned and upset! When we got off the plane, we asked to see the captain, **. I told him that what my fiance was upset about was her behavior towards me. She discriminated against me. She was extremely condescending.

She knew she was in trouble; she needed witnesses. She asked the guy who was in the exit seat to write a note about what happened. What he didn't know was what happened before he came on board. She was extremely nice this Caucasian man. We will NEVER fly Southwest again. A lot of my friends had experience bad service with SW, and they won't fly with them. What happened to your focus on great Customer Service? I have never been treated so poorly in my life!

Southwest Airlines
By -

NEW MEXICO -- WARNING!!! SOUTHWEST AIRLINES IS, WITHOUT A DOUBT, THE WORST AIRLINE ON PLANET EARTH! I was booked on SWA ** from LAX to ABQ (non-stop, mind you) leaving LAX at 8:10 PM on Sunday 7/22/07, arriving at 10:40 PM on Sunday 7/22/07. I checked two bags at 4:15 PM after standing in line approximately one hour. Then, I stood in the TSA line for another 20 minutes to have my checked bags inspected and passed off to Southwest's baggage handlers.

When I arrived at ABQ and went to the appointed carousel to pick up my luggage, I was delighted to see my large bag already in the holding area outside of SWA's baggage office. I picked it up without anyone confirming whether it was my bag or not. No SWA personnel were there. I later determined that SWA forwarded the larger bag on an earlier flight. It appears the Dakota bag (referred to below) may have also been forwarded on an earlier flight. Then, I noted the second bag (a very expensive Dakota duffel bag) was not in the holding area. I naturally expected it to be coming out with Flight ** baggage. It did not arrive.

And, after five days of “searching”, Southwest now says they have suspended searching. The Dakota bag cost me $325. Its contents included many personal documents with information that, in the wrong hands, could be used to steal the identities of a number of persons. The Dakota bag also contained an 80 DVD zipper case, nearly full of high end late movies– something anyone would steal if not watched. I estimate the cost of the DVDs to be not less that $900. Yes, I must admit, I was an idiot for packing such items in a bag that had to be checked due to its size! But, give me a break– a non-stop from LAX to ABQ- how could such a bag possibly get lost?

IT WAS NOT LOST! IT APPEARS A SOUTHWEST AIRLINES BAGGAGE HANDLER STOLE IT JUST FOR THE DVDs. I am now advised by Southwest that they have “suspended the search for my bag.” Note– SWA does not scan in baggage and therefore has no way to track baggage. They simply lie to the public about this. Having made claim for the lost luggage, I am offered $30 for my trouble.

I offer these words of warning: Never fly SOUTHWEST AIRLINES. SOUTHWEST AIRLINES hires thieves and drug addicts as baggage handlers. SOUTHWEST AIRLINES trains its agents to lie rather than aid in the resolution of customer complaints. SOUTHWEST AIRLINES is the filthiest airline in the world. SOUTHWEST AIRLINES has absolutely no commitment to customer satisfaction. SOUTHWEST has the very wrong idea customers want a cute song by 18 year old flight attendant rather than competent service. SWA's flight attendants could not recognize a fire if their own hair were ablaze!

I simply wanted to be safely transported from Los Angeles to Albuquerque, without having the airline employees steal my baggage and its contents which were worth in excess of five times the cost of the ticket. By the way, be sure to shower after flying– to get rid of the Texas ticks that plague the plane.

By -

I am a frequent flyer and have been traveling for over 15 years. I fly about every three weeks, so I am seasoned traveler. In my opinion Southwest Airlines is the worst airlines in the industry. On my trip last night Baltimore, MD to West Palm Beach on flight 366, we experienced weather delays because of storms. This is understandable. Our flight was to leave at 5:15 PM and arrive at 7:40 PM. Our flight was late arriving and it was raining hard at Baltimore. We finally left Baltimore at 8:08 PM and arrived at West Palm Beach at 10:05 PM. We boarded the plane at 6:00 PM and waited on the plane for 2 hours before we took off.

Now I was a little aggravated as they kept saying "we will be leaving shortly" and after 1 1/2 hrs. on the plane they decided to give us some water. Just as they started to serve the water, they were told to clean-up to prepare for departure.

The worst part was that after all this when I get my suitcase it was "SOAKED". Paperwork and my clothes were all wet. They left our baggage outside in the HEAVY RAIN on uncovered baggage carts, that's what Southwest uses because they are cheaper to buy. When I went to customer service, I was told "WE ARE NOT RESPONSIBLE!" "There is no damage, your can put your clothes in a dryer and there is nothing we can do about your paperwork!"

When I asked for a supervisor, they claimed there are no supervisors on-duty and that her word was final. I have been flying Southwest for 5 years and they are getting worse. You have to fight with them all the time and when you're proving your right, they pass you off to someone else to start all over again until they wear you out. This is not the first time this has happened to me, but it is the last time. This airlines motto is "WE ARE NOT RESPONSIBLE FOR ANYTHING".

They have lost my bags and did not reimburse me even though everyone on all airlines are covered by $2,000.00 of insurance. Damaged my brand new baggage and refused to repair or replace it, claiming it was old and worn out, until I finally got the station manager to look at my account to find that Southwest just replaced the back from my last trip.

Been denied boarding, even though I had a confirmed reservation, because of delays of getting through security even though I was checked-In at the front counter but they cannot communicate that to the gate. Because of cancelled flights from the night before, they decided to board early and leave early as the flight was overbooked.

I was at the gate 10 minutes before departure per their company policy, but still denied and they knew about the crowds at security. I was told to wait and they would get me on the flight as the flight did not leave yet, then All the agents disappeared from the gate. The flight left, then a supervisor showed up, and said that I was not there in time for the flight per their policy when I was.

Southwest company policy is return your full fare for denying you boarding on a confirmed reservation, and fly you for free to your destination, you can see why they argue with you and will always tell you that they are not responsible or delay your ability to complain until it is too late.

People like this airline because of the possibility of getting low fare which are now harder to get. They only find out what Southwest is really all about when there is a problem. That is when the TRUE Southwest Airlines comes out. People are denied their rights because they are not aware of what their rights are or southwest wears you out. That is why they are one of the few airlines making money. "CATTLE CAR AIR" will not get my money anymore!

Southwest is the BEST - stranded in Nashville
By -

NASHVILLE, TENNESSEE -- On 1-13-07 my husband and I were at the Philadelphia airport waiting for our flight home to Kansas City (via Nashville). While standing in line about to board the plane we were paged by a Southwest employee. I approached the counter and the young man there told me that our connecting flight from Nashville to Kansas City had been cancelled due to an ice storm in Kansas City. He wanted us to know our options prior to boarding. He gave me a phone number so that I could call and get a distressed passenger rate at either a local hotel in Philadelphia or in Nashville since we wouldn't be able to get home that same day.

I quickly called the number and found that there were no hotels available in Philadelphia but that there were hotels available in Nashville. My husband and I decided to go ahead and fly to Nashville for the night since they had hotels available. We boarded the plane and the flight crew started with their funny antics before the plane even took off. They actually started taking drink orders before take off because it was a relatively short flight and some turbulence was expected. We took off and we got the turbulence. The flight crew had to stay seated for most of the flight but continued to entertain us the entire flight.

Their witty comments and banter back and forth between the flight attendants at the front of the plane and the one at the back were enough to keep everyone in stitches and make everyone forget about the turbulence. Kudo's to everyone on this flight. When we arrived in Nashville we were told where to go to get our distressed passenger document. Again, the employees were very helpful and sympathetic to the fact that we couldn't get home. We were re-booked the following morning on another flight. Went back to the airport on 1-14 in the morning to find that our flight had been delayed.

Eventually it was cancelled and the employee at the ticket counter re-booked us on the afternoon flight. We hung out at the airport and watched part of a football game. A couple of hours before our flight was scheduled to depart, once again, it was cancelled. We were told that we could re-book on the evening flight which may or may not be cancelled. At this point it was late afternoon and my husband and I were tired of the wonderful sights of the Nashville airport and decided to call it a day, go back to the hotel and try again the next morning. The ticket agent re-booked us for the following morning.

We spent another wonderful evening in Nashville and returned to the airport the next morning. Again, the staff at the counter was wonderful and very helpful. Our flight did not get cancelled and finally, after two days in Nashville, we were on our way home. Once again, due to the weather in the Midwest and the turbulence, the flight crew had to stay seated for the duration of the flight. I must say, if you ever get stranded in a city from home, do it in Nashville, the people are wonderful, the city is beautiful and the employees at Southwest in Nashville are awesome!

Initially I was a bit frustrated that my trip was delayed but after spending two great days in Nashville I am glad that it happened. I appreciate the fact that Southwest is an airline that puts safety first and chooses not to fly when the other airlines continue to do so. I must also add that in Nashville as we were in line waiting to go through security my husband realized that he had forgotten to put his pocket knife (a small knife that was a tribute to 9-11) in our checked luggage. He ran out to curbside check in and gave it to the agent who had checked our bags. The agent told my husband that our bags had already been sent "downstairs" to be loaded on the plane.

My husband explained that he forgot to check his knife and that he (the curbside agent) could have it. The agent told him that he would run downstairs and put his knife in our checked luggage. Again my husband told him that he could keep it. Well, guess what? When we arrived home in Kansas City and started unpacking, there was my husband's knife, safely tucked away in his luggage. Many thanks to the wonderful people of Nashville and Southwest Airlines. Just when you start to think that there is no such thing as great customer service anymore, Southwest Airlines comes along and proves you wrong!

Psycho stalker flight attendant- Ladies she will stalk you & your man!
By -

DALLAS, TEXAS -- This happened to my poor cousin, who almost had a nervous breakdown over it. She had a miscarriage due to the stress this brought on. She has filed police reports. She filed numerous complaints with southwest and sent copies of police reports, but they have not responded at all.

In August of last year my cousin's fiance "Chad"€ flew southwest to Chicago on business. One of the flight attendants, Julieanne, had been working a flight he flew the month before and remembered him, as she had apparently slipped him her phone number on said prior flight. She spent most of this flight hitting on him, asking why he had never called her etc. When the plane landed, he was in such a hurry to get away from her that he left his cell phone o the plane (Or else she lifted it, we still are not 100% sure).

When he got to his hotel and realized his phone was gone, he frantically called airlines to be told that no one had turned phone in. In a last ditch attempt he called the cell phone, and guess what? The flight attendant answered, purring that she had found his phone on floor of plane, and would be glad to meet him and return it to him.

He met her about an hour later, picked up his phone and left. During the hour that passed between the phone call and meeting her to pick up the phone, I and several of my family members received calls from Chad's phone, and when we answered a female asked "€œwho is this?"€ to which I responded, "This is Terry, who is this and why are you on Chad's phone?" Her response "This is Julieanne and Chad left his phone in my bed." I am trying to track down what hotel he is staying in so I can return it"€ (Nice huh?).

When I told her that I found her "bed"€ story hard to believe as Chad was engaged to my cousin Sherry and they had been together for 2 years, she hung up. To be honest, I figured maybe Chad was playing around on my cousin, and decided not to mention the phone call to her.

That very evening the first of 1000+ text messages and calls was received by my cousin. A text message that came from an unknown number, (they have since traced it to a computer) and said "How does it feel to know that I am F**king your fiance?"€. Sherry tried to call the number back, and the voice mail was a computer voice that just gave the telephone number. Sherry called her fiance and was told that text message was crazy as he was in hotel room with co-worker, and put co-worker on the phone. I won't tell the whole story here as it would bore many, but a synopsis of events that followed are this:

Julieanne (flight attendant for SOUTHWEST AIRLINES) called my cousin 250+ times from HER cell phone and numerous times from other numbers. She send 1000+ text messages from HER cell phone to my cousin. She emailed my cousin from her email address and multiple fake emails. She mailed letters, a "Southwest airlines" €doll with her name tag/wings to my cousin at both her house and at Chad's.

She sent pictures of herself, topless. She called my Aunt and Uncle at home and told them their future son in law was a rapist who raped her in the bathroom of the airplane (remember, she had access to his phone and apparently wrote down every number in it). She showed up at my cousin's work on several occasions. She followed my cousin and nearly ran her off the road. She filed a false police report against Chad, claiming he was stalking her, and threatened him via email and text that she would throw him in jail for rape if he did not meet with her, because "she was blonde, beautiful and the cops would believe her"€.

She called all his business associates and told them he was on heroin. She sent death threats (cut out letters from magazines) to my cousin and she killed cat and put it on my cousin's car. Even when they changed their phone numbers, this crazy witch got the new numbers from the police reports and CONTINUES TO CALL THEM. She even MOVED from CHICAGO to DALLAS so "she could be near"€ Chad.

Southwest airlines does not care in the slightest that my cousin has been stalked by their psycho employee. They do not care that she obtained his phone on their airplane and illegally accessed information from it. They do not care that my cousin LOST HER BABY because this crazy witch was stalking her. They do not care that she is using Southwest Airlines promotional dolls to harass people.

SO ladies, if your significant other is flying Southwest, be warned and be prepared. You will spend a lot of time talking to the police and documenting the harassment if this crazy flight attendant takes a liking to your man. Gentlemen, be warned as well. All it took was a well-mannered smile and a brush off, and the above was the result.

This is ALL TRUE and there is documentation, police reports, phone records, etc to back this up. I am just trying to warn everyone so this does not happen to you. If anyone would like the whole story, or to share an experience like this, please email me at **. My cousin is going after the crazy girl in court civil suit and any backup information would help.

Issue With Luggage (Arrived Soaking Wet)
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SELECT AN AIRPORT, MASSACHUSETTS -- After arriving at our destination over 2 hours late we received our baggage at baggage claim and the bags were drenched in water. Unfortunately we were on our way to a meeting in the mountains and had our sleeping bags in our luggage. Sleeping bags were drenched. Airline gave me the runaround and informed me that I had to write a letter and send it snail-mail to them and then wait for them to respond. Seriously!?!?

Not the "Outstanding" Customer Service They Advertise!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- My flight from Midway Chicago to Phoenix on Monday, September 23. 6 p.m. flight - worst customer service I have ever had. After having to pay $140 to "upgrade" my ticket--and then to have to put up with rude SW employees to board?? Really?? I was too upset to even get their names to report them. My bad. Totally done with SW and their stupid "good luck with getting a seat" seating.

Southwest Airlines Lied to Me
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- Southwest Airlines called me twice to tell me my flight was delayed 1 hour. Then when I showed up to the gate one hour before the departure time they told me they had already given my seat away and would not let me on the flight. They never called to say the flight was leaving early.

Fantastic Customer Service
StarStarStarStarStarBy -
Rating: 5/51

I had to cancel some tickets due to an accident and the people that helped me were absolutely fantastic.

Cancelled Flight Due to Weather but All Other Carriers Were Departing.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEWARK, NEW JERSEY -- I don't think Southwest paid their airport fee and are treated less than all the other reputable carriers. Others departed as we sat and watched them pass us up on the Tarmac. Never again to save a few dollars. Those few dollars are gone now that I have to pay for a hotel and rental car because Suckwest can blame it on the weather. Why did the weather not affect the other carriers' flights?

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Southwest Airlines Rating:
Star Half star Empty star Empty star Empty star
1.7 out of 5, based on 25 ratings and
148 reviews & complaints.
Contact Information:
Southwest Airlines
2702 Love Field Dr.
Dallas, TX 75235
800-435-9792 (ph)
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