6.1/10

    From 99 passenger reviews

    Dan

    from United States - April 9, 2019

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    SO DISAPPOINTED. They have no way to handle weather and blame the customer. I boarded an April 7th flight from Austin to Orlando early Sunday morning connecting through Houston. Shortly after we landed they announced a weather delay for the whole airport. Within 30 minutes Southwest cancelled 75% of its flights, even though other airlines did not. Meanwhile the weather radar right on their screen is showing the weather lightening its intensity. Over the next 2 hours on the phone and at the desk they claimed no ability to help. So, having a training I had to be at Monday morning at 8AM. I rented a car and drove 14 hours. Now for the cherry on top of this accountability disaster. I called today to make double sure my return flight was still on, and I received credit for the unfulfilled leg of the journey. Good news I still have a return flight. Bad news, since I boarded in Austin to Houston I am considered to have taken the flight. No refund, no credit, no bloody acknowledgement they could not fulfill their end.

    John

    from United States - March 30, 2019

    Flew Economy Class

    Overall Score

    3/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    I understand hiring diversity but the key employees need to have a better attitude. Started with the SMart Mouth Denise in Chicago at the self baggage check in threatening us that she will make sure we miss our flight because she has a chip on her shoulder and a 11yr old is having issues with the self bagging sticker.. what and A-hole she was. Then the wifi on the plane to LAS was out on the plane. Then the flight home Traveling home with the kids we had turbulence so we didn’t have the normal time to prepare to land the FA goes lets hurry up move chair up and slide your bag under seat further. I said I have to kids and I can only do so many commands at once and the Ass FA said Im just gonna stand here cause this is my job .. I said Good glad to see you doing your job. I saw all the other FA’s working and only seen you at the end. I worked at Midway Airlines for 10 years. Southwest is going down hill now that Herb has passed. Attitudes need adjusted.

    DEREK

    from United States - February 16, 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

    Absolutely worst flight I’ve had in 15 years! I will never again use this Company even if it’s the absolute last resort. I was a very loyal customer of SouthWest. Rapid Rewards, Credit Card, and 100% flew Southwest every trip I took. Not Anymore! After a week long of meetings in FL im flying back to Arizona which is where I live. We had a layover in Atlanta. After flying 7 1/2 hours today my bag doesn’t show up. This is where it all starts. From dealing with the associate by the terminal to dealing with the associate in the Baggage Office. Listen, I understand bags get lost everyday but as a company you should take ownership and help the customer. Not only was she short but did not apologize once. After i explained to her my medication, truck keys, etc. are in my bag it’s not “We’ll call you” easy!!! No offer of delivering my back, no credit of any kind nothing. Now I’m taking a $52 Uber ride home while I pay another day at economy parking, no medication, and oh yea work tomorrow morning at 8 am. The airport is 1 hour away from where I live.

    Cynthia

    from United States - December 26, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Southwest Airlines denied my young children from boarding a plane 12 minutes before departure. They were re-booked on another flight which gave them a long layover that was not planned. I called customer service and asked if they could be compensated with meal vouchers because my hungry children, ages 9, 9, and 4 would need to eat. They refused because they claimed my family was late for the flight. They arrived at the airport at 2:30am for a 5:00am flight and were detained in security because my 9 year old daughter packed her rock collection. They arrived at the gate at 4:53am for a flight that left at 5:05am. Southwest’s policy is to close the gate 10 minutes before departure, which means they should have been allowed to board. I asked to speak to a manager and was told managers do not take phone calls, but I was welcome to speak to a coordinator. The coordinator refused to offer any compensation and blamed my family for being late for the flight. Then she, her name was Dawn, hung up on me. Totally unreasonable. Zero customer service. No compassion for travelers. Never, ever fly this airline.

    Jessica

    from - November 6, 2018

    Flew Economy Class

    Overall Score

    10/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    I have flown with Southwest several times, including my very first flight back in December 2017. It was also my 8 year old son’s first flight from STL to Denver and we were all so nervous. It was an extremely early flight, 5:30am departure. When we first boarded, the pilot was standing in the aisle and introduced himself to my son. We told them it was our very first flight ever and he could see that my son was in tears. After introducing himself he told my son that he will safely get us there and will make sure it’s a wonderful flight so he will love flying, so do not worry about a thing, and even showed my son the cockpit area, it made his day, week, year. They also gave him a little airplane sticker pin. We hit a little bit of turbulence on the way however the pilot told us every single time prior to possibly hitting it and even explained why and that it was perfectly safe and how long the turbulence might last. It made us all so comfortable. I have flown at least 20 flights just since then and have yet to have a bad experience with Southwest. Their crew is unbelievable, always going above and beyond for us. My son has flown two more times and looks forward to it every time, gets super excited to meet “his pilots” as he says. And they always shake his hand 🙂 We will always fly Southwest.

    View all Reviews

    SHARE