6/10

    From 102 passenger reviews

    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.

    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.

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