Southwest Airlines

This once great airline has swiftly declined into mediocrity during the COVID crisis evidently. Great customer service and public relations is horrible. Wait times for phone calls are 60-90 minutes, the CSRs are rude and uncaring, and the early check in is a scam. I purchased an early check in, 36 hours rather than 24 hours, to ensure a better chance of a seat at the front of the plane. instead, you cannot verify it even occurred, and cannot see any validation until the 24 hour window. I am a long time and loyal flyer of Southwest, but no more!

Be careful when renting a car through Southwest. They offer special deals on rental cars but we found the cost to be more than if we had rented directly with Enterprise. We were charged $10.00 per day for the extra driver which when booked directly through Enterprise (as the wife) would have been no charge. So for seven days, that was an additional $70.00. Also, there was a large upcharge as we kept the car for additional days.
The total bill came to over $1000.00 for 7 days! Not even a full size car. Definitely a special deal – but not for us.

My fiance and I got an offer to fly private to NYC but still needed our return flight back o Texas. So we “no-showed” because we only had an option to cancel both flights and not just the 1st flight. So they then cancelled our return flight as well and kept $1,200. They were then semi-rude on the phone. This policy is a joke and I have done this 2 other times for a past United flight and they did not do this. No wonder Southwest stock is half as much as United stock. Terrible & greedy company.

Used to be amazing! Now, why even bother??? Used to be cheaper than the rest, especially with bags. Now, you can buy much more affordable tickets, add the price of checked bags and still be less than southwest. We fly an average of 5 times a year (always on southwest) and this is our 4th time this year being ridiculously delayed. If it’s possible to even catch our connection, we will be running. And stressed to the max. To be even more annoying, every flight we’ve done this year, we’ve seen blokes holding seats for their family they were too cheap to buy preboard tickets for. Why is this allowed? They also let people with their grown ass kids get on with the kids under 6. You charge people extra then don’t even stick to your own rules! And the worst, we chose this flight to spend the least amount of time in the airport possible, now we’re just sitting sitting sitting… FOR FIVE HOURS.

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