6.1/10

    From 99 passenger reviews

    Cathy

    from United States - August 16, 2019

    Flew Economy Class

    Overall Score

    9/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      Yes

    Great crew! I can never say enough about the professionalism and attention to customer care that Southwest displays. Makes every trip a pleasure.

    David

    from United States - July 27, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Does well for low cost flight but lacks one attribute – customer conciliation for non-delivery. I frequently took flights St Louis to San Antonio for 1 yr, due to change in work I cancelled last flight. Funds are relocated to Travel funds which expire in one year – thats it “nada, zero, not even a thank you”. Southwest you can at least give me some points for future use!
    Also, the seats are getting tighter and not so comfortable at all.

    Edward

    from United States - July 4, 2019

    Flew Economy Class

    Overall Score

    5/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      Yes

    Simply put, SWA is overrated. The biggest complaint is the boarding process. It is advertised as this entirely democratic, first-come-first served system. The reality is quite different. Despite going on their website exactly 24 hours ahead of departure, we ended up in about the middle of the line. Priority is now given to those willing to pay a fee or who are enrolled in their credit card or whatever. The three of us almost ended up not getting to sit together. Thankfully, on the remaining legs of the trip, the kind gate agents let us priority board despite the fact that our child is over six. I will not name the routes to protect them. Otherwise, it was okay. SWA is not bad, it simply is not the leader it used to be.

    kona

    from United States - April 29, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Sadly, Southwest practices are unethical and I won’t be flying with this airline again. The day I booked, I specifically shopped for a nonstop flight on various airlines. I could have booked a connecting flight for much less. However, we are traveling to my daughter’s wedding with many bags of decorations, wedding clothes, etc., and we also wanted to avoid rechecking bags at a connection for an international flight, so we chose to pay more for a nonstop. Now that Southwest is losing money for grounding the Max 8, they changed our flight to a connecting flight without any compensation and refusing to change our flight to a nonstop out of a different airport. We are losing the money we could have had if we had bought a connecting fare in the first place and if take the option of canceling, we lose money on the fare increase since booking. So Southwest wins this round. But we will not be flying Southwest again due to this bait and switch unethical way of doing business.

    Sheldon

    from United States - April 10, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Due to the terrible storms that recently took place in Dallas, Texas, I was unable to travel to California for two days. The flights the following days, of course, were full, and I had to cancel my trip. I was traveling on American Airlines to California first, and then Southwest from Burbank to San Jose Airport. Because I could not get to California in time to catch my Southwest Flight, I had to cancel it. It was canceled two days before I was to leave. I then received an email at the time the flight was supposed to take off in Burbank that said I had not canceled the flight and that I would lose all my money because I had not canceled it before the time of the departure. The huge storms in Dallas was not my fault, and Southwest should have at least credited my account for a future flight. They refused to do this. I won’t be flying them anymore. There service has become increasingly worse during recent years, and there pricing policies (e.g., the business seats scam we all know about) are byzantine. Time for them to go under and disappear for all our sakes.

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