“Negative stars! I had 4 flights for my family to get home extremely late. I saw that they had a different one that worked to get us home earlier so I changed to that one for $575. After getting to the airport, our new flight was delayed and now we will miss our connecting flight home. They now have us on the original flight home because it's the only one and they won't refund me my 575 dollars that I paid when I changed my flight. The lady at the kiosk was extremely rude, Joelene was her name. She had no empathy and refused to take care of me after I called her on her rudeness. She literally moved on to other customers and ignored me from there. Delays happen, I get it but putting me back on my original flight home and keeping my 575 is a scam of all scams!!! Don't use this garbage airline”
“The CEO lost site of customer service and I hate when a business keeps repeating the same response... The CEO keeps saying "We don’t take making changes to our policies lightly, and these decisions were made with careful consideration. Nevertheless, we hear you and understand you’re disappointed," which really pisses the hell out of me. Plus the CEO says the think the open seating is what we want.... I think this guy has it backwards... No open seating and free bags is what we want.... They lost another customer...”
“Booked Southwest Airlines tickets via Fareoyard. After having read numerous negative reviews of Fareoyard and becoming aware of sketchy terms and conditions, in accordance with Fareoyard and my state's online purchase terms, I cancelled the purchase. Fareoyard provided my financial information to Southwest Airlines and Sourhwest Airlines has made several attempts to collect the funds from a legally cancelled purchase.”
“First off I paid over 1000.00$ 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.”
“Flying from Bozeman to Denver, I had a not fun travel day due to layovers and storms. For the most everyone today was delayed; tired, and upset. But I am giving Southwest 5 stars today due to Pilot Mike Fest. Mike took the time to buy everyone on board his flight (#636) pizzas and sandwiches. He had a great demeanor and sense of humor - making everyone on board relax. Additionally, perfect take off and smooth landing. As his crew says, “Mike Fest is the Best.” Plus all the Southwest employees took the time to help passengers find new reconnecting flights and communicated new information as soon as they were able to give answers.”
“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 fly a lot between ABQ to San Diego, to San Antoino and this airline gets all my respect... are there delays, sure, is there an issue from time to time, yup... but they are consistently always the best. I never need to check bags, I can carry my two thinks on and that works fine.. I always get early seating so it's never a problem. can't say enough good things about them”
“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.”
“I cannot recommend Southwest enough. When scheduling my trip from Texas to Las Vegas, somehow I accidentally booked the trip backwards and did not realize it until the day before!!!! In a panic I called customer service and they were happily able to fix my error and waived the difference in price which would have been $1600 for both of us!!!!! Then our return flight yesterday evening was already delayed an hour due to weather in Vegas. Since it was early I called customer service again and they were able to get us on a morning flight. Again without a change in fees. No other airline is this accommodating. Thank you to Stephanie and Robert for saving the day!”
“March 1st I just booked a flight with Southwest and I had to call customer service to update all my info for my rapid rewards account. I've never had a problem with Southwest. I've always gotten cheaper flights without the frills. Get me to my designation. Looking forward to all my vacations this year. 2025 has been a great year 😁 Looking forwarding to my upcoming trips. Life is great😊 🛩”
“I always use Southwest.Unfortunately it's just another airline now.since eliminating open seating and charging for bags I will start flying other airlines.”
“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.”
