Southwest Airlines
reviews and complaints

7/23/2017 flight NS5JT6 from SJC to LAX WN 5009.
I was checking in with my service dog and I showed her ID card. Supervisor came out and said they needed a letter from my doctor and anyone can get the ID cards. I said well I guess my vacation is cancelled and walked out crying. I tried to call my therapist and did reach her and told her what was going on-needless to say with my disability she was very upset. I went back in to get the Supervisor to find out what the letter would have to say before I could finish my sentence she said " i will not speak on the phone" and proceeded to leave I was begging her to come back since I didn't know what the letter was supposed to say. At this point I was in tears and having a panic attack and my dog was upset as well. I finally got the letter and presented to her and she said OK and walked off. I thought what a [censor]. Both of the supervisors who were there around 12pm that day need to be re-trained. They could have cared less about me and they do not even know the anxiety they caused me. Shame on them. I feel the whole staff was bad just them. I want a round trip ticket to LAX and you are lucky I am not taking this to the ADA since I feel my rights were violated.

Last Saturday (July 15th), I was flying from Austin to Hartford. 1st flight: 1:20pm liftoff, stopping in Houston on the way to Baltimore w/ 7:00pm scheduled arrival. 2nd flight: 8:15 liftoff Baltimore>Hartford.

Mechanical problem with the plane air conditioning delayed our flight out of Houston by 4 hr (we ending up having to de-plane and wait for a replacement). Thus we didn't get to Baltimore until after 11pm, and I missed any chance at connections.

The gate attendant in Baltimore booked me for an early flight (I think 8:00-9:00am) the next day, but didn't offer any hotel vouchers or any kind of compensation. Making matters worse, basically all the hotels within 45 miles of the airport were booked due to a national Boy Scout Jamboree in the area (there were actually about 80 Boy Scouts on our flight to Baltimore). I ended up spending the night in the airport w/ no food since all the stores were closed.

Now most of this perfect storm of problems was not caused by Southwest, but they're on the hook for the mechanical problem that played a major role in the missed connections. Overall, a miserable experience.

I arrived from St Louis to Tampa flight 1982 today. I'm unpacking and the idiots who checked my bag tossed everything around, opening packages and tossing the contents on top of the clothes to include contact lens cleaner that I placed in a one gallon zip lock bag and was left open and spilled all over our clothes. The TSA lock was not re secured on our luggage the employees were to lazy to do this correctly.

I was traveled with Southwest Airline on July 12, 2017 from Baltimore to Denver. I have two boxes of my personal use stuff. After got weight, each of them over weight about two more pounds. I had weighted them at home with my home weight scale, all of them less then 50lbs. It must has differents with my home weight scale and airport weight scale.
I had pay $75 each because all of them over weight. it is kink of suffer for me to pay it.

Why airline set up weight limit don't have toralences? That is my thoughts at the time.

I flew into BWI on Thurs., 6/29/17. When I reached my destination and unpacked, I realized I was missing my electric hair dryer/hair straightener. I was sure I packed it but would make sure when I returned home on Sat., 7/8/17. It wasn't at my home.

Someone from Southwest, at Fort Lauderdale Airport has to have taken it from my bag. I don't expect any payment for this item, even though it was rather expensive. I just want FLL to be aware of this.

I flew Southwest from Orange County California and was scheduled go to Providence. But there were mechanical delays so I would not make my transfer in Chicago and thus they changed my flight to another connection. When I got to the place to board I checked with the desk one more time and they informed me that the new added on third stop to get me to Providence had been cancelled. So they again changed my flight and routed me to Boston. The lady at the desk made a call down to baggage to change their destination. At that point I was skeptical they would make it. I arrived in Boston and had no luggage. That is all fine and dandy but I was fully expecting my luggage to be dropped off in the middle of the night by a porter after it arrived. Instead I didn't get my bags until two days later. They had arrived in Providence at 11 pm that first night. But did not get delivered to me till two more days. And there was no offer for reimbursement for even a tooth brush. I had to wear the same cloths for two days while going to scheduled events. When I called to complain the woman offered no compensation. When I asked what I am supposed to do for cloths she stated that I was home so I should be fine. I had to correct her and let her know I was in a rental property.
Delta lost my suit case recently after a flight back from Spain and it took two days to get but they sent me a $100 gift card so I really wasn't too burdened cause I was able to pick up some stuff to use.
I am just irritated. Don't get me wrong at least at Southwest I could talk to a person. Delta left me sitting on hold for over an hour at one point. The systems need work... June 26 20017; SW baggage issue. [protected]

Coming off a Carnival cruise ship in Norfolk Va. There was bad weather on the east coast.BWI, Newark and New York Airports were closed Monday afternoon and our flight was cancelled. We were told to go from our gate all the way back to the ticket counter. We were in line for over an hour and a half with people who were getting tickets for other flights that were not Cancelled. Then one of Southwest employees start asking people without luggage in if they had checked bags(did not say why) just ask for their names.
When I ask why, he said you are not going anywhere until Wednesday (the 21th). There was no apology, no I'm sorry about the inconvenience no suggestion of what to do or where to go. There was three people in my party, and it cost of an additional 700.00 dollars for those two days. I only fly Southwest, I am a RR member [protected] as is my wife [protected].
I understand about the weather Monday night (the 19th) and not being able to go out until Tuesday or even Wednesday, but what I'm most disappointed in is the lack of communication and not even the offer oa food voucher or a suggestion of where to go or what to do.

Sincerely
Sylvester Patton
727 Brentwood Ave
Youngstown, Ohio 44511
[protected]@yahoo.com

My wife and I were scheduled to fly out of BuffaloNY, fri mar 31 at 6:10 am.
At the ticket counter we were told the flight was cancelled, and were willing to rebook us on a 5:45 pm flight that evening.
Since we going just for 3 days, this would have shortened our trip by a day, considering we had a two hour drive to get to our final destination.
Well we received our refund the next day, but to save an already costly weekend trip, We decided to book a flight leaving Buffalo at 7:25 on JetBlue.
This is another complaint altogether, bu we ended up paying over $500 over the cost of the original ticket through southwest.
I contacted the customer service desk that morning and said there is nothing we can do to compensate the difference.
Now remind you I DIDNT cancel the reservation, Southwest did.
I understand circumstances arise, but We had to spend a portion of our trip money just to save this trip.
I REFUSE TO FLY SOUTHWEST AGAIN!

I traveled with my husband & a group of friends to Jamaica on your airline on Sunday, January 22. We had one stop in Orlando, FL before reaching our destination. Once at resort, I unpacked my one checked bag & realized that my Clinique Happy perfume & a trucker baseball hat were not inside. I didn't place a claim because my husband thought I may have mistakenly left it at home.

We returned to the states late on Thursday, January 26. Since then I have looked EVERYWHERE & as I thought, they weren't there. My items had been packed for my trip & NEVER made it with my other items.

I look forward to hearing from Southwest regarding my missing items soon.

Thank you,
Tangela C. Lane

I attempted to book a summer flight and the system told me there was an error when I tried again I was charged twice but not booked on the flight. I attempted to book a flight for July 18th departing from Vegas to go to Rochester NY through the online iotion upon purchase there was a an error message that appeared I thought it was something I did wrong so I checked and tried again the next error message stated that there werent enough funds I checked my account and noticed Southwest had two pending transactions. After seeing this I called and was told there was nothing that could be done except to wait for the funds to clear my account and try to book again. I explained with great frustration that I did not want tot loose the price of the flight I asked to speak with a manager named Nikki who then put me on hold for thirty mintues andtold me my only option becuase she could not see my payments was to call customer relations the next day. I explained how unfair and pointless this was and she said she understood but could do nothing. I offered to fax and or email the proof that I was charged twice andshe said this was not an option.

I was booked on a fight from San Diego to Houston to BWI today. I got notification of a delay. Putting me in Houston at 2:25 pm the same time as my connecting flight 2:25 pm. So I changed my flight, fifteen minutes later the delay was updated and I could of made my original flight. Called all seats were booked plus I would of had to pay an additional fee? No fault of mine. I guess I am really upset because I was offered no information if I had kept my flight to Houston but missed my connection. Would you have offered to get me on another flight? I travel Southwest ALWAYS. I just wish there was more offered to me. I think I should be due a refund of some sort because I am now returning late and have to miss work.
Michelle Warner
Conf # BV7XSM
Original flight # 1768
New flight # 1125

I want to pursue a claim with southwest airlines for losing the piece to my car seat during my flight with them. My claim number [protected]. I need to know if southwest airlines is going to replace my corset this is an urgent matter I use the corset everyday. I was told by two different southwest employee's that southwest will cover the damages to my property. When I called customer service they told me other wise.

I was flying with Southwest Airlines back in March and one of my suitcases was lost. I argued with them for a long time trying to get some information regarding the missing luggage and they promised they'll find it. It is now late August and they still haven't found anything. Is it so hard to do that? My suitcase couldn't just disappear!
It seems like these guys really don't care and I really doubt that I'll get my things back. I'm going to report these guys.

Hello,

I am Rapid rewards member of southwest with #[protected]. I fly frequently with southwest. Despite being a consistent flyer with their airlines, I was not provided valid information during trip cancellation and refund inquiry conversation.

Me and my husband booked two tickets with SouthWest from SEA to SDN in December 2015 by calling up SouthWest customer care. The Air confirmation is R8NZAK. We booked using the voucher(expiry: 3/29/2016) partially for the fare and the rest through credit card, but canceled the trip on 12/25/2015. The customer executive I spoke to while canceling the ticket informed me that I could use up the ticket fare to book the trip anytime within next 1 year i.e December 2016. While I was booking my trip to SAN in March 2016, I was told that I can't use the cancelled trip ticket fare for travel beyond 3/29/2016 and can call them up after March 2016 to get the entire fare as voucher. This was new to my knowledge and I was not informed by the customer executive of this while cancelling the tickets in December 2015! When I called up the customer care again (4/5/2016), I got to know that only 240$ will be provided as voucher while 200$ is not available as the expiry date has past. I was not informed by the customer executive of the March expiry of booked fare while canceling tickets. And for the second time, when I spoke to the customer executive in March 2016, I was told that I can get the entire fare 442$ as voucher, was not told of 200$ to be deducted. In this whole transaction and process, I was totally misguided and not provided the entire information regarding the expiry date of ticket fare to be used and the fees to be deducted. Now I am in loss of 200$ due to the misinformation from southwest customer care. I would not have cancelled my trip if they had informed me of the fare expiry in March 2015. The southwest customer executives were misguiding me and my husband when we spoke to them after raising the complaint on their website. I have attached the mail acknowledgements from southwest after raising the complaints three times. The customer executives gave contradicting statements and answers regarding the expiry and refund amount every time I spoke to them. I am given the voucher for $242 now but the remaining $200 is not being refunded with the reason of March 2015 expiry. However, the March 2015 expiry was completely hidden to me by the executive I spoke to during the cancellation. I would like to get back the remaining ticket fare - $200 from southwest. I am in loss today only due to their customer unfriendly and misguiding process.

I look forward to hear from the team and receive the total fare amount.

Thanks,
Pratheeksha Devegowda

On dec 16th I flew back to Chicago midway from Lax airport, I checked my luggage 2 of them and, I left from Lax at 4pm and got into Chicago at 10 pm I did all my Christmas shopping In California, one of my bags was very large, so I filled it with gifts and had expensive clothing, when I arrived home and open my bags all the gifts and my expensive clothing was stolen I reported to baggage claim and I called TSA they cannot do anything but take a claim! Unreal *800 dollars worth of gift and clothing was taken and southwest decide to do there Christmas shopping in our bags I am furious for my LOSS, Sarah Bitton

Returned home from Tampa to Indy sat sept 12 on flight 1660. After waiting over 20 minutes for the bags to be taken off aircraft I received my luggage ripped and no longer usable. I have called every number on file for Southwest and continue to get the run around! Bottom line my bag was destroyed I want it replaced and NO one is willing to help! I plan to show photos of my damaged bag to every social media online and make sure Southwest gets a bad name for it! Theres no excuse for the condition my bag was left in!

The company www.southwest.com scammed us for large sum of money. We ordered three tickets from them, but the seller promised to send these tickets by post. We waited 3 weeks and received nothing. We urgently needed these tickets, but the company ignored our emails and questions. It was really bad and unprofessional from their side.

My wife & I just returned from a visit (Nov 2 - 8th) to Sandals Whitehouse Resort in Jamaica. We departed Montego Bay/Sangster Intl for Atlanta on Southwest #1183 at 3:00 PM.

From Atlanta, we were on SW #3093 to Columbus, OH at 9:05 PM.m
Upon arrival to our home we proceeded to opened our luggage & immediately noticed that our zipper was not in the location (top) where we intentionally placed the zipper on all of our luggage. It became immediately obvious that the piece containing my wife's newly purchased diamond necklace (SKU 286146*48, Loc./ID Cntry 210CA TH, Description 18KY Neck D.26 SSteel BK C) from 'Columbian Emeralds' for $1, 615.50 plus $ 99.98 Protection Plan at the gift shop at Sansals Whitehouse Resort had been stolen after we left the hotel. The nice boxes used to contain the necklace were almost destroyed and lying on top of the contents vs. toward the bottom as packed. We Also checked for a TSA Notification Document and found none! We know the theft had to take place after departing the resort due to the fact that we always had a line of sight on our luggage while at the resort.

We searched 'each' piece of clothing along with the interior of the luggage 'four' times without locating the diamond necklace. At this time my wife broke into tears and hasn't stopped. The necklace was my wife's 28th wedding anniversary gift.

We have contacted our attorney as a fail safe. We were advised that he has worked cases similar to ours where his research/investigations established that it is not uncommon for airport personnel to X-ray luggage looking for metal objects. Subsequently the personnel removed the object. He is willing to litigate our case if our claim is disallowed. We pray this will not be necessary.

I am going to attempt to attach photos of the destroyed boxes in support of our claim. We will also obtain an affidavit signed by friends present while packing. Also attempting to attach a copy of our receipt.

I book flights a month at a time for my husband. This flight was booked at the beginning of February. The departure was for Wednesday 26 from Houston. Business took him to another city, so I called to cancel the departing portion of the flight. To my surprise, I received an email from Southwest stating "No Show". I called the customer relations department who stated that I needed to prove that I called to cancel the flight. I was quite upset since we spend thousands of dollars every year with Southwest since Hurricane Katrina. I was trying to check my husband in for the returning portion of the flight scheduled for Sunday, March 2, which has not arrived yet. I discovered they not only canceled the departing ticket but the return as well.
My husband flies every week with this airline. Apparently, they state that if the customer does not show for a portion of the flight, the entire ticket is forfeited. In my opinion, this should be illegal. You are taking money for something that has not occurred yet. You took the money for the returning flight that is not scheduled to leave until Mar. 2 @ 10:20. This is theft. I am not sure if there is any governance to such madness, but if there isn't there should be. Who regulates these tricks of the airlines to steal money from customers? Ripped Off! They cancel flights and steal money!