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Southwest Airlines Consumer Reviews - Page 2

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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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Theft from Checked Luggage
By -

Almost three weeks ago now, I flew Southwest Airlines via Midway (MDW) airport to Phoenix (PHX) Sky Harbor Int'l Airport. When I arrived at my destination, my Macbook, GPS & bag of jewelry were no longer in my checked luggage. I pulled directly off the belt. The Phoenix police looked at security tapes leaving only one location left, Chicago. The police in Chicago did nothing but mail me a letter confirming I called them about 7 days AFTER I returned home from vacation.

It could only have been either a Southwest employee after my dad and I dropped our bags off at the curbside check-in or a TSA employee scanning our bags, as my dad received a notification in his bag, but I did not (what thief would promote his job title?). Now to clearly think like a thief, the Southwest employee would have to rush to get our bags on the plane, because we were definitely running to catch the flight. They have no idea what is packed in the bag, and just turn it over to TSA before it enters the belt onto the plane.

The TSA agent, on the other hand, screened the bag, knowing fully well what was inside, with no need to ruffle the bottom portion of my luggage (which was left neatly packed exactly as I had left it and strapped in). So, there is a TSA thief still working at Midway Airport.

Almost three weeks later I finally was able to contact someone at Midway working in TSA who stated, "I received your complaint pertaining to your missing items from your checked luggage. While we have had numerous incidents here at Chicago Midway similar to yours, we have found that no TSA employee at Chicago Midway has been involved with any missing items from passengers luggage. However, we have no problem with investigating this issue for you. In order to do so, I am in need of some additional information." I sent this information all in already, but sure I can forward ANOTHER copy.

With all the talk of the drug rings, money hoards, and IPODS down pants, I assume fully well this guy is going to be no help, not look at the tapes and rather continue to support his lying, thieving employee. Communication with airlines and airline affiliated government programs, such as TSA, is horrible. After three weeks, do you really think you are going to recover my things?

Something should have been done immediately, not just paperwork, but actual physical search of the videos and employees the second that call was made for future customer satisfaction and future flying safety. If this guy is checking bags, what does that say about the safety of our country? Nothing. He's too preoccupied with his own money scheme. All Chicago, Midway fliers need to be aware that their bags are not safe.

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Southwest flight change extortion
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NAPA, CALIFORNIA -- Let me start off by saying I generally have had positive experiences with Southwest in the past. That being said they have failed miserably on my most recent encounter with the airline. My wife and 10-week old son were set to return from a family trip to Iowa this week when my wife came down with the flu. When we tried to move her flight the first time I was charged an additional $142 and I was told it was due to changing the return city from SFO to Sacramento. I understood that and was told IF I needed to change my flight again due to her illness that as long as the itinerary stayed the same I would not encounter additional change fees.

Unfortunately my wife is still down with the flu and I had to extend the return flight this morning once again to give her time to rest. I was told to do so, even though I was using the same itinerary, that I would be charged an ADDITIONAL $150. My original cost was $210 for the return flight. My current cost to get my family home is now $502. All of this and the customer service agent tried to tell me SW does not have "change fees". That is blatant false advertising. They can say they do not have a change fee and claim that "her original fare was no longer available" but this is a change fee no matter how you slice it.

Again, I was fine with the $142 as I changed the itinerary but the last $150 this AM is utter extortion. I feel taken advantage of and I just hope that you don't get sick if you fly Southwest. The irony is my wife most likely got sick on their plane. Great little profit center they have created. Southwest - I am 31 and travel for business at miminum twice per month. You have lost my business along with the business of anyone I can convince not to fly with you and it's a shame because your flight attendants are some of the best in the business. It's too bad your customer service and business practices do not match their professionalism.

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SouthWest Boot Sober Passenger
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- Flight 657 (New Orleans to Houston) was delayed; there was about 15-20 minutes between departing 657 and boarding flight 3506 (the connecting flight to Philadelphia). The arriving/departing gates were in closeness. I decided to use the bathroom and then, with my colleague, went to Buffalo Wild Wings for a beer, to go. The bar attendant put it into a clear plastic cup and we walked across to the boarding gate. I sat with my daughter and we both fiddled with our cell phones as they charged. I approached the counter to inquire if flight 3506 had been delayed and to verify that we were at the correct gate.

Many passengers' gates were changed (last minute), and the personnel looked frustrated in dealing with the overcrowding and standby situations. I struggled to limp to the counter because of leg pain. When I approached the counter, the Southwest Customer Service representative stated that our flight would be boarding in 10 minutes, however I would not be allowed to fly. I actually thought she was joking. She stated that I was drunk. I asked her if she was kidding. I offered to recite the Gettysburg address or to say the alphabet backwards.

She asked me if I was on any medication. I disclosed that the only medication I take was for ADHD. She remarked that that medication should not be mixed with alcohol... She handed me a piece of paper with writing on it and instructed that I take it to the Hilton and that they would give me a room. She also questioned if I wanted her to call the cops. I responded that was exactly what I wanted her to do. When the police arrived he spoke with me and informed me that the airline reserves that right to refuse passengers. He also told me that he knew I wasn't drunk but could not give me a breathalyzer, as they are only used in traffic situations.

I was advised by an observer that the situation was not fair and suggested that I go to the hospital for a toxicology report for proof of random mistreatment. The hospital personnel and hotel staff were equally in shock when learning of the situation. They were so embracing. They helped alleviate the distress of the situation.

** says that she called Southwest, but was again told that the airline reserves the right to refuse passengers for boarding. She also received an automated e-mail response from Southwest saying that they are looking into the incident. She says that she feels "so disempowered; as a patron, customer, and a citizen. I just couldn't believe this mistreatment could be legal." She says she will never fly Southwest again.

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The LUVLESS Airline
By -

DENVER, COLORADO -- Today at DIA at Southwest Airlines has been the worst experience my partner and I have ever had. After a 2+ hour delay in Minn-St. Paul due to a mechanical problem the plane finally left for Denver and the rude SWA staff that awaited us. Upon arriving at the airport our delayed flight pulled in moments prior to our connecting flight was to leave. Of course our departing flight was delayed prior to the mechanical problem, which was discovered on the runway, due to late passengers. SWA DIA does not seem to believe in a short delay to get passengers on the flight and instead gave our seats away and closed the door as we arrived at the gate.

Adding insult to injury ** who was a Customer Service Supervisor that came from the far regions of hell on this fine 2nd day of the year arrived at the desk to talk to us with attitude. Waving her hands and disrespecting us as customers she took the approach that instead of defusing the situation as a good customer service agent she would threaten to have us removed from the airport and not fly and only further inflamed the situation. After a few words were exchanged, none of which were threatening in any way, Mrs ** picked up the phone and called the police. We left to find the police ourselves.

Finding them we spoke with them and then to ** who was the supervisor for Mrs. **. Of course this exemplary employee for Southwest went on to accuse of threatening her with bodily harm. Evoking the great power these little people have over every one of us that flies. Ultimately we were escorted out of the airport by the police. Lied to by Southwest Airlines a few more times and booked on a flight home the next day leaving us stuck at DIA without getting to important business and with a very bad taste in our mouths for an airline that speaks of LUV and the best customer service in the business.

Actually, based on this interaction they have gate agent supervisors that are willing to lie to empower themselves beyond the power they should hold. I write this to say beware of SWA and the DIA staff. You may not get to where you are going and be accused of being a terrorist because SHE can. By the way I have the highest status with SWA. Imagine how this child of the devil would be with the average Joe.

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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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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
1.9 out of 5, based on 38 ratings and
161 reviews & complaints.
Contact Information:
Southwest Airlines
2702 Love Field Dr.
Dallas, TX 75235
800-435-9792 (ph)
www.southwest.com
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