Southwest Airlines
Reviews and Complaints

Today I watched a video of a passenger on one of your flights, it showed that your employees targeted this African American man because he was wearing a Trump hat and mask. He was not violating any of your "rules". He had pulled down his mask to eat, as physically required. Unless you are planning feeding tubes for each passenger, I'm not sure how you justify this. I will be now actively trying to get family members and friends to avoid using your airlines. This needs to be resolved with an admission of guilt and apology.

What the hell is this Southwest Airlines? This is total racial discrimination. You have always been my favorite airline but seeing this kind of behavior to passengers is utterly disgusting! This airline has always been everyone's favorite airline. You should be ashamed of yourself for letting this occur! What has happened to you and your morals?

Twice you have changed my flights and I wasn't even notified about one change. Had I wanted those flights I would have taken those options. Who the f wants to get to the airport at 330 in the morning. I made these reservations 3 months prior. Last time taking SWA! People, if items are missing from your luggage after a flight file a claim immediately as the window is only 3 hours to do so

On a connecting flight from MKE to BOS, we had a connection through BWI. Our outgoing Gate was B2/B4. With all appropriate paperwork (I have been traveling with Bogart for 9 years) provided in MKE, with new boarding passes provided to support appropriate traveling, as I sat to await my flight, B2/B4 attendant abrasively, argumentatively yelled across the waiting area, "Where is your dog's carrier?" I explained he was traveling as an emotional support animal(he also has his service animal training with documentation) and did not need one, plus all of my paperwork had been provided to the gate agent in MKE. She stated, "You WON'T be going to Boston without a carrier. Only Service Animals are allowed out of carriers." I asked her if that were true, why had the gate agent in MKE not tell me policy had changed? (Which it HASN'T according to Southwest policy). Her response, "This is a pandemic, and policy changes HOURLY, and it's YOUR responsibility as a passenger to keep up." As I was providing all of my documentation for her to review, she threw them back at me, told me they were incorrect paperwork, then had the audacity to state, " I'm trying to be nice to you. You're lying and keep changing your story." She then called her manager, who came to the gate and talked with her for quite some time. She did not address me after that discussion. She then proceeded to announce ALL masks in her gate area needed to be evaluated by her to determine their appropriateness. No other gates announced anything of the sort. This gate agent was arrogant, disrespectful, and unprofessional as well as incorrect on Southwest Policy. I would appreciate she be educated on Southwest policy and appropriate people skills with passengers following Southwest's policy. Thank you.

I had to cancel flight due to the covid, my hospital in dallas cancelled my appointment. I have had 2 open heart surgeries and pneumonia 3 times that damaged my lungs permanently. My ticket will expire on 10/21/2020. I called to see if I could have the ticket extended, are a refund. I was promptly told I couldn't do either one. The fact I am such a high risk passenger and of no fault of my own due to coviad. I'm not able to use my ticket and southwest airline can not guarantee any secure safety from virus, I should get a refund. My name howard hestand, conf# vnljfg. I do understand it's a non-refundable ticket but if not for covid I would use the ticket. Please reconsider and return my money. I know it's not a whole lot of money for you but to me it cold go to help pay for medicine.. Thank you howard hestand

Dear Southwest;

a few days ago I flew round trip from Burbank to Oakland on business. With the outbreak of Covid-19 this was my first flight taken this year. I was all prepared to drive both ways but I thought in this ailing economy I would step up and help the hurting airline business. On Saturday the 8th. I finished up my business earlier than expected and headed back to Oakland for my trip back to Burbank. Since I was a few hours early for my flight I politely asked the gate agent if it was possible to get out on an earlier flight, (FYI: my flight up to Oakland only had about 30 passengers on board) she promptly told me that she couldn't help me. She then told me that for $109 dollars she could put me on the earlier flight. While I understand that in business you must have procedures that you follow, do you think it is good business to refuse a loyal customer a seat on 1 of the mostly empty planes you are flying around the country? I wanted to get home so I paid the $109 and flew home in you guessed it, another very empty Southwest airplane! So Southwest, thanks for nothing! You just lost a very loyal customer. United, Delta, Jet Blue get ready for my company's business..

sadly;

Michael Lantieri
Confirmation #L5N9ZY
[protected]

To whom it may concern I, Donna Applewhite (WSQXSQ) booked a flight From Columbus, Ohio to Las Vegas 9/23/20 returning to Columbus, Ohio 9/26/20.
Since booking my flight my itinerary has been changed 3 times with no explanation, or to know consideration of my travel plans.
My Initial flight was scheduled on 9/23, as indicated flying out of Columbus, Ohio at 6:40am arriving in Las Vegas at 7:55am (NO Lay over) that was changed to Leaving Columbus, Ohio at 7:40am and in Las Vegas, at 10:50am (NO Lay over) which was fine... But, there was another changed to leaving Columbus, Ohio, at 7:30am with a (LAY-over in ATL) and arriving in Las Vegas at 11:05am. I also had a change coming back on 9/26/20 The initial flight was leaving out of Las Vegas, on 9/26 at 2: 15 pm arriving in Columbus, Ohio at 9:05pm, that was switch to leaving Las Vegas, at 10:45am arriving in Columbus Ohio at 5:15pm. I have flew Southwest several times and have never encountered this this type of mistreatment. NOT only was my travel plans not considered once in your change but over three times. NOT to mention I'm traveling with friends and family and I'm the only one with this change. I would like to have things switched back to my original itinerary. Southwest usually offers some sort of compensation if you are asked to choose another or later flight in this case no consideration was offered at ALL.. At this point I'm trying my best to not contact the attorney generals office and consumer affairs because this is definitely NOT FAIR..

March 16, 2020

To whom it may concern:
Today I flew SW from PIT to PDX. Because of the Corona Virus, my college was closed forcing me back to my home in Oregon. Checking in at the SW counter, it was found that my two bags were overweight. The SW attendant gave me the choice of paying $110 or buying a SW duffle bag. I chose the $25 duffle bag. Repacking, I was able to lower the weight of my two checked-in bags by taking out all of my college textbooks. For the remainder of the trip - including changing flights - I dragged around a heavy duffle bag full of books along with my carry-on and purse.

I am a frequent flyer of SW. I would have expected to have mercy in a time like this. Neither planes were full. There was plenty of room. SW took advantage of a situation where they could have made it easier.

1). The plane was NOT full.
2) SW could have NOT charged.
3)It was a heavy load carrying textbooks.
4)The attendant showed no compassion.

What should have happened
1) Gave understanding as to the situation
2) Compassion during a crisis
3)Waive the fees
4)Offer to take the extra bag

FYI, I fly a lot to and from college. I have flown Alaska Airlines as well. Both SW and Alaska Airlines have been my primary travel companies. Alaska Airlines has offered to take my extra carry-ons for free in the past. Yes, even offering. Am I to now have only one primary travel company?

Sincerely,
Hannah Doyle
[protected]@gmail.com

Due to Corona-19 my event finished earlier, and I changed my flight to an earlier one. However, I was not put on the A-Group. The Customer Service at San Diego, advised me to call SW to get credit for $25.
When I called today, I was told, my $25 was used 36 hours ago, and I could not transfer it to new flight. SW rep Shernall was very combative, and kept stating I already used my A-Group boarding fee of $25.
During the flight change, they did not warn me that changing the flight to an hour earlier one, would invalidate my A-Group boarding fee of $25.

Reference: My Boarding Pass Conf# ORS3SC; Lost Luggage Incident Number:
HNLWN02801631
My name is Janis Breaux. My sister, Jennifer Guidry, and i recently traveled from Houma, La to Hawaii. (Feb 22nd through Feb 28th, 2020) This was a 7 day trip, 3 of the days would be traveling; one day to get there and two days to get back home. So, we had 4 days that were booked solid. When we got to Hawaii Saturday evening, (22nd) we found out that the 4 pieces of luggage, 2 two pieces each, did not make it there. So, we got in line to report that our luggage was lost. The Southwest employee checked and found out that our luggage was in Oakland and that it would be there in the morning. We requested that the luggage be delivered to our Hotel, and she put all of our hotel information in her system and told us it would be delivered at 1:30 pm. We were disappointed with this problem, but, were going to make the best of a bad situation. The employee told us that we each could be reimbursed up to $100.00 to purchase whatever we needed. Our makeup alone cost more than a $100.00, so, that was no help at all. We had to walk down the street to an ABC store where my sister found a MooMoo and some flipflops to wear to church and to our outing with no makeup and no hair products, but were trying to deal with it. Then around 2:00 the next afternoon, i get a message from my family in Louisiana telling me that Southwest has our luggage. This is where the communication breakdown began. We were promised that our luggage would be delivered around 1:30. Now, i'm finding out that was not the case. I'm in the middle of an event, but, I called the airlines and spoke to someone in the lost luggage and was told that we would not receive our luggage until 6:00 that evening. I told the employee that was unacceptable and that we needed our luggage delivered now. I was very angry and disappointed that they didn't do what they said they would do. I don't know if our luggage sat around until someone realized that the luggaged was lost or if someone didn't read the report to know that the luggage was supposed to be delivered to our Hotel. I will admit that I was very ugly because I couldn't get any kind of help except to tell me that the luggage is only delivered at 1:30 and 6:00. I told her that literally 10 steps from the Southwest Lost Counter where she was standing is Robert's shuttle service [protected]. I know because we used that service to bring us and our luggage to the hotel Saturday night. For two people and our luggage to be brought to our hotel was $ 33.60. The employee told me that Southwest was not affiliated with that shuttle service, WHY NOT? We had the 1st day of our "Trip of a Lifetime" vacation spent having to worry about our luggage and with nothing decent to wear. So, I guessed I must have pissed off the employee and she was going to teach me a lesson because we did not receive our luggage until 9:00 pm Sunday night. By the time we unpacked our luggage and were each able to take a shower with clean clothes and hair products, it was around 11:00 pm. And we had to get up at 5:00 am for a 12 hour Island Circle Tour the next morning. I have been in Customer Service for 40 years with the company that I work for. And I know that sometimes there will be a problem that arises. But, I can tell you that I do everything possible to resolve a problem as quickly as possible, so, we can continue to keep happy customers. It appears to me that ya'll are lacking in this area. As soon as someone's lost luggage is located, that should be a top priority to do whatever is necessary to take care of that customer. It is not the customer's fault that the luggage was lost. Why should the customer get punished for your company's mishap.

Southwest woud rather help spread the virus more than making simple changes to future use of tickets. I cannot risk my grandchidren with underlyng health issues going through airport on March 21 and 28, 2020. I bougt tickets n January because you have to or flights fill up. Taking 10 family members. Southwest requires tickets used one year from date purchased. It should be one year from date of ticket because sping break doesn't fall in January. I will do all I can to make sure not a dime of taxpayer money is used to help airlines who can't be more flexible right now. My request was simple, and Southwest woud not be losing a dime. But they'd rather my grandchildren's health be treatened. I have been a loyal supporter of Southwest. Never again. I will lose $10, 000 because they won't allow use a year from date of ticket so I could take family next year. Companies are bering more flexible, the one I run is. Southwest is unethical and unpatriotic to not be more flexible. Do your part Southwest, the rest of us are. I'm not reducing employee pay even though they can't be as productive or work as many hours from home. You are being hypocritical to your ad agency image you try to portray Southwest.

I was placed on hold for 45 minutes when trying to speak to group sales earlier today (3/12/20) - hung up and tried the regular customer service line. After given the option for a call back in 35 minutes - AN HOUR later, I received that call back. I was told I had to call group sales for the issue..am currently ON HOLD in excess of 2 hrs + 15 min

FYI,

Because of the situation I ending having extra expenses between ground transportation arrangements and the pets baby sitting an estimed more or lest around $219.00.

The first time I was traveling wit my wife and yesterday I was traveling with my daughter.

Anyway I just wonder is any way the airline could have, like a Plane ready with a crew pending to covers this unexpected problems.

Thanks for the information and please reply.

Regards,

Luis O Berrios VOKW67

Maria V Berrios TOUQWL

LOBF

I booked a flight for my 15 year old grandson from PVD to Fll from February 17, 2020 until February 22, 2020 on my phone for round trip price of $282.96.
i put in all my information, including my Southwest rewards charge card number etc. When I got to the end of the transaction and seleced purchase I was told to go to Southwest.com because he was an unaccompanied minor. The prices on line were much higher than the one I tried to book so I called Southwest. The person I spoke to said the price coming from PVD to FLL was the same but the return from FLL to PVD was $480 one way and the flight was sold out. Now, I have to call my grandson and tell him he can't come down.We fly nothing but Southwest airlines where available and we have been rewards members for years. Thank you for your attention to this matter.

Sincerely, Margaret Whelan

You make me go through a painful long complaint process then tell me a bunch of crap defending the "wrong" actions of your worker. Well guess what that was the way not to keep a regular 13 year flyer with you. So it's been since November and I'm flying again already down to Tampa guess who I'm not flying with for the first time in 13 years you. Good luck FYI your last plane on was dirty and old. I'm done with you and now my experience will be all over social media. Thanks!

I'm really trying to figure out why do I have to pay $ 190.00 for a small dog that stays in his carryon bag that fits under the seat with our other bags, you charge as if we get another seat I just need you to help me understand this crazy charge it's like southwest is just trying to make extra money. Then on our way home I went to upgrade our boarding pass and I was charged 60.00 for two of us when it's usually it's 60 for two round trip the I had to 15.00 gift cards that I was not aloud to use them I sure hope you can shed me some light on these problems

Dear Sir/Madam,
We are guests of USA.
We've a flight with Southwest airlines on 12/7/19 from Las Vegas to San Francisco at 08:35 AM, Flight number 6724, 2 person.
Actually, we take off at 9:55.
It destroyed our plans and wasted our time.
According to your policy, the delay of the flight more than 1 hour, requesting flight delay compensation.
Thank you for understanding
Alla Kanter and Solun Boris
[protected]@gmail.com