“First off I paid over 1000.00$ for business class seating. Was disappointed that midway through boarding, people starting taking the business class seats, just didnt seem fair that I paid probably double. Also drinks were in paper cups, gross ,cup got soggy, also Was probably not the entire drink of can or bottle. this was the same as coach drinks. Also was told incorrect carousel for luggage after waiting 20 minutes or so.So what did I pay extra for? And also luggage extended handle was jammed and bent, brand new luggage.extremely disappointed. cannot recommed Southwest airlines.”
“My wife was 8 lbs over 50# limit due to having to take some items home from a work trip and they wanted $150 additional fee. Outrageous. Ended up throwing things out and dealing with a lot of hassle to avoid the fee. We’re done with Southwest. Seating system sucks anyway too.”
“I am a long-time customer flying with Southwest Airlines. I have REALLY enjoyed the two free suitcases when flying with Southwest Airlines. I heard on the news that Southwest Airlines is no longer offering free suitcases. This is not a good thing since now the competition from other airlines will prevail. I am DISAPPOINTED with Southwest Airlines taking away the free suitcases from their loyal customers. Time to fly with the competition. Adios Southwest Airlines, it was nice while it lasted.”
“My fiancée died when I was on a golf trip in NC. My daughter found her at 5:30 am. I changed my whole plans to get home to my family ASAP. They would not let me.on the plane because I have 2 glasses of wine. I have never been more disgusted with and airline in my life. I was crying a lot and my eyes were swollen and red. I told them to blow test me or anything. I wasn't inebriated. I was in PAIN. I lost my life partner and my daughter found her dead. I changed all my plans to be with my family.... southwest did me dirty and I will never forget it. Most painful possible outcome with Mellissa and Shalanda possible. I will never forget how I was treated in one of the most painful moments of my life. Those 2 power hungry women should be fired! Period!”
“I chose SW for 2 reasons, being able to chose my seat and free checked bags. I always use SW and have loved them. I was very unhappy about losing the ability to chose my seat as that is my favorite thing about getting to fly; to sit by a window. The boarding has always been so smooth. I dont understand the changes They say it is to meet needs of the customer but that is a load of hot garbage. I think the only reason is to offer more amenities to the business class and A list preferred, which is way too expensive for most people. Their customers are generally loyal who chose SW because they stood out as better than others. I am so unhappy now. SW NO LONGER stands out as special. Thanks a bunch now I will have to chose a flight soley based on the price.”
“Heading to the airport to catch my flight at 11:00 AM, on the way I receive a cancellation notice and that I have been rebooked to 5:45 PM flight. This was a ski trip and now all reservations for the first day have been ruined - thank you Southwest!”
“Flight #2535 3/3/25 - I was told no to an empty seat by a flight attendant clearly because it was being saved. What a clown show, can’t even follow their own policies. No problem for me to never fly this airline again.”
“They do not assign seating, so it's a free for all. I paid over 400 for a one way ticket. It wouldn't be that hard to just assign seats so families could fly together, without havecto pre purchase a seat, but the worst part was it was freezing cold. 4 hours of absolute hell. I did have a coat.”
“I spent 4 days waiting for a return trip home with Southwest during xmas, and again waiting for another flight to my destination. Southwest Customer service communition is the worst. .”
“On 9/30/24 I was buying a ticket for my mom to come with me on a trip. After I purchased the ticket, I realized I had inadvertantly gotten a duplicate ticket for myself. My mistake, I really don't know how I missed putting in her details. I cancelled that ticket and was immediately going to buy her ticket , so I just did a flight credit. I put in her information and everything was going well until I tried to pay. I could not use the flight credit to pay for her ticket because the flight credit was in my name!! I saw that the credit was transferable, so we made her an account, transferred the credit and bought her ticket. On Oct 2nd we cancelled the ticket. As it was past the 24 hours for free cancelation and a refund she got a flight credit to transfer back to me since I paid for the ticket. She was unable to do this because you can only transfer one time. As a new user with Southwest I was unaware that when you get a flight credit you can only use it for a flight in your name. I thought that I would have a credit to use however I needed as it is my money. Then when we cancelled the flight and she was issued a credit I fully expected that I could have it transferred back to me. I'm sure that there are others who hadn't read the one time rule either. So, I find that Southwest doesn't care if they cheat you out of your own money!! First by issuing you flight credit that you can't use as you wish. It's my money, I should be able to purchase a ticket for anyone I want. Second by only allowing a one time credit transfer. I realize that it was my mistake in the first place not putting the ticket in her name, but it was a mistake. Southwest had the opportunity to rectify this when I called and when I filed a complaint. I didn't ask for a refund, I simply wanted the flight credit back in my name. So for an honest mistake, I have lost over $711. Had I purchased the first ticket in her name, when she cancelled and got a flight credit, she would've been able to transfer it to me no issues, as that would've been the one and only transfer. For those who would say have my mom give me $711 and she has a flight credit to use. She cannot afford that, which is why I was buying her ticket in the first place. It would hurt Southwest in no way, shape or form to simply return the flight credit back to me. They still get the $711 revenue. The paper trail is there. They can clearly see the mistake of the duplicate ticket and they obviously know how their 'rules' twist this mistake all around to cheat me out of $711. I will never use Southwest again!! Buyer beware!!”
“Lauren was my flight attendant for austin to Vegas. I rang the bell to ask for a snack earlier than before end of flight. Instead of a simple no. She said "you didn't see the food before the plane?"
Of course I did I just needed to board the plane on time.
Said if I ring the bell one more time "we're done"
Woah.”
“Southwest had multiple delays on Sunday July 14 2023 from CMH TO DAL. Again on Wednesday July 17 2023 Southwest had multiple delays from DAL TO CMH Not even common courtesy to not only tell us WHY they are delaying. May not be FAA requirements but is good business and is courtesy. While in DAL could not keep boarding boards information up to date or current with app information
Southwest had total holiday failure few years back. This is nothing short due to other flights out of and to DAL CMH for Southwest”
“On 3/19/2024, I encountered an unexpected issue while attempting to check in for a Southwest flight at the airport. Despite having booked my flight a month in advance on 02/12/2024 for a family funeral trip scheduled from 03/19 to 3/25, I was informed by a Southwest agent that I needed a consent form from my sisters to travel with my minor niece and nephew. This requirement was unfamiliar to me, as I had previously traveled with the minors on Southwest Airlines without encountering this request.
The interaction with the agent and their supervisor was disheartening, as they exhibited rudeness and disrespect towards me. Despite my explanations and requests, they did not show a willingness to review my travel history with the minors or consider the circumstances of my family's bereavement. Additionally, I was given conflicting information about the acceptance of a notarized letter from the minors' guardian, causing further confusion and inconvenience.
I respectfully request a review of this incident, as it has caused distress during an already challenging time. I hope that this feedback can contribute to improvements in customer service and clarity of travel requirements for passengers, particularly in sensitive situations such as family emergencies.
I had a difficult experience with Southwest Airlines, as I was unable to board the flight and encountered unhelpful customer service. Despite this, I received a refund. I then booked with American Airlines and had a positive experience. I will be choosing American Airlines for future travel.”
“I flew to Chicago, worked in a non cell working area. Worked time went over with no access to call southwest and change flight. They took it as a no show and said nothing they could do. So no access to call them was a good reason. No sympathy for the customer situation. On the flight here my bags where over weight by one pound and they demanded $100 surcharge. I had to sit there and adjust my bags to clear the one pound. Then at boarding I get hit again about my bags overweight issue of one pound. That almost made me mis my flight. The plane was half empty from Texas to Chicago. So I stripped Southwest as a vendor in my company. By being treated this way they do not realize what this cost them in additional revenue. They will not get it from me.”
