Southwest Airlines
reviews and complaints

I was catching a flight 3225 on 6/24/2018 @7:45pm at Gate 42. I was accompanied in a wheelchair due to disability. I realized I had left a hoodie which I bought the day before at the TSA checkpoint. The lady at the door sent someone to see what I wanted. I explained my situation was told she would check on it. I inquired had she checked on it she said yes. Upon getting ready to board, I asked again in which she stated they were waiting on me to come get it. First off, I'm in a wheelchair and was never advised of they were waiting on me until time to board the plane. Others that I spoke with on the flight stated someone should have brought it to me due to my circumstances. I am not happy at all about this experience. Whoever she is her Customer service skills such. She spoke to others with an attitude when asked a question. My experience with Southwest was great besides delays until dealing with her.

Hello my name is Sakenia Richards, I flew from atlanta to LaGuardia airport on June 22, 2018. Flight 2263. We were to depart at 7:10pm but I got a text at 7:14pm saying the flight was delayed until 9:45pm due to weather. A couple of minutes went by and then the lady announced it on the intercom. She said the plane was coming from new Orleans and needed to refuel and went to Panama City instead. We ended up having to switch from gate 5 to gate 1 and catch a different plane. The lady at gate 1 was being sarcastic and had an attitude. That's unacceptable. We finally get on the plane at gate 1 at 8:45pm. As we're all on the plane, I notice we was sitting there for a longtime. Pilot says that we had a maintenance issue with the navigation. I started to get nervous instantly. Mind you I haven't flown in 10 yrs so I'm a little spooked right now. Time goes by and we finally move towards the runway. We sat on the runway for about 30 minutes. The pilot says we lost our sequence to take off because a passenger was out of their seat, which was false. Nobody got out of their seat. We finally take off at 9:36pm, get to LaGuardia and we're told by the pilot that out gate was occupied. All of the passengers just began laughing because it was always something wrong. I couldn't wait to get off that plane.

Flew from Dallas Love to Phoenix then connected to Ontario Plane late arriving then had to run across airport to make connecting flight then had to change gates due to maintence issue on equipment
Why has Southwest gone downhill
We have flown Sw every year since 1980 but this is third time this year and have had concerns each time
Improvement needs to be made

I have flown Southwest exclusively when I traveled to Houston from Greenville SC about once a month in the recent past. Today was my worst experience with Southwest gate agents in Atlanta. Please get these agents some training in customer service as they are becoming increasingly rude and letting your customers know how much they do not want to deal with us. I have had such a good experience in the past 15 years that I've flown Southwest from Philadelphia and Syracuse to Houston via other routes and from Greenville SC. But the route through Atlanta is really discouraging me from choosing Southwest from GSP.

In the month of May I have had two different trips where on one leg of the trip one of my flights were delayed for unexplanitory reasons.

First, I planned a trip to Punta Cana with 2 other friends. On our way back from Punta Cana (Monday, May 21st) we landed in atlanta and our flight from Atlanta to DAL (flight 5408) was delayed. We were suppose to take off at 9:30PM, but delayed until after 11PM. We were told many reasons why our flight was delayed ("the flight that was suppose to take off before us is delayed because of weather", "mechanical issues", "weather issues", "plane at the wrong gate") but no true explanation of what was going on or care for the inconvenience this caused us. My friends and I live in Tulsa and OKC, and we had already planned to drive back to OKC and because of work the next day and one of the woman I was with has a baby and could not get a babysitter last minute. We did not land and get out of the DAL airport until 12:45PM, and arrived in OKC at 4:30 AM. I understand you cannot control anything outside of the flight but the significant inconvenience of flight 5408 continually being delayed and getting back to OK at 4:30 AM left a sour taste in our mouths.

Secondly, on Thursday, May 31st I had a flight from Tulsa to DAL (flight 2086) that was suppose to take off at 6:10PM but did not take off until 7:40PM. Asking what was the cause of delay I heard multiple answers again - "mechanical issues", "plane took off late at the location it was coming from", "weather issues". I was heading to my friends wedding weekend and missed the welcome party because of this delay.

My husband and I have worked hard to get the companion pass and want to travel quite a bit in the years to come but these two back-to-back incidents have been huge inconveniences to me and the people I travel with/go to visit.

I do enjoy Southwest and the Flight Attendants have been wonderful, but we have already booked another trip with SW and are nervous that we will have the same experience.

Please see below my rapid rewards number and the flight confirmation of my friends and I for the Punta Cana to DAL trip and my weekend trip to DAL.

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I signed up for the Southwest's In Flight Internet on a four hour flight. The internet service was horrendous, so bad that I actually timed how long it took to load CNN.com -- 1 min and 52 seconds. I did searches on Google on Chrome that NEVER returned a result. I rebooted my computer to see if that would help, but it didn't. When I sent an email to two colleagues at work through Outlook, they each got 8 copies of the same email. This was the worst internet experience I have ever used. A total waste of money and time.

Yesterday, my wife and I were scheduled to depart from chicago midway airport at 08:30. After getting to the airport, we find out that sw canceled all flights due to "weather conditions". We had to stand in a line for a ridiculous amount of time just to be told that we couldn't leave today. I explained to a customer service representative, that it was imperative that we leave that day due to work obligations. I was told that there was nothing that could do therefore we not only had to spend $700.00 to flight from o'hare airport, but we also had to camp out in the airport for 7hrs. Southwest caused such an inconvenience for my family. After speaking with another representative, he refunded us the cost of our sw one way ticket which is still unacceptable due to having to spend $700.00 that we didn't plan on spending to fly with delta airlines. I'm requesting that southwest make this right.

I can be reached via email at [protected]@gmail. Con

... On last year I made a reservations to fly from Memphis Tenn to Chicago Ill... due to a family emergency I was left with no choice but to cancel my flight... and was told I couldnt get a refund but could be given a voucher to use this refund for 1 year... On this year I made another flight arrangement using this voucher and low and behold my mother was scheduled to have some brain tests done that was once again out of my control that I as her only daughter had to be there. I then was told by a Southwest Customer Relations that they clearly understood and that Southwest had made alot of changes to help customers in time of emergencies arriving out of their control which would keep them from boarding flights.. Needless to say when I accepted the refund minus 100.00 of my money I called to rebook a reservations using the complimentary refund I was then told that I had lost the entire compensation after speaking with a supervisor she had no remorse of that one of her representatives had flat out lied to me! Now Im forced to book travel with another travel agency because I will never trust Southwest Airlines ever again! My travel confirmation number was MDMX7N

To whom it may concern,
My name is Josephine O'Rourke & I want to file a complaint for flight 2024 from LAX to Dallas Texas. I had a left knee surgery last May 19 & I had a vacation plan to fly in Cordova TN. There is some changes regarding my health situations because of my left knee surgery. My daughter booked me & my 2 companies ahead of time. I was discharged from the hospital in May 21. Supposed to be I need to cancel when I'm still in the hospital but I regained some strength & so I decided to go for it. I'm wearing my Immobilizer in order not to bend my knees. My daughter called Southwest & gave detailed information on how can they help me to pursue my vacation. My daughter gave detailed instructions & she was told that I need to remind the attendant ahead of time for these request as follows: I can't remove my immobilizer, I need to sit in a front row seat of a plane, my walker will stay in the plane not the belly of the plane & attendant can't help me to go to the bathroom, I need to bring a very small stool to rest my leg & wheelchair. My daughter was told by Southwest that I need to hold my left leg within 15-20 minutes during taking off & landing & I agree for that. Unfortunately, attendant took my small stool & states its an FAA rules. I don't really understand how the attendant can do that, I know that the plane was not yet ready to land. I hold my whole leg with immobilizer for more than 1 hour & 20 minutes or so. My body was stretching out too much, lower back pain, my blood pressure was up with headache & light headed, nausea, controlling to urinate, anxiety, stress & angry. The crew let all the passengers to get out & we are the last people. The crew just left without anybody to help us. I get more upset how can these crew will just left their passengers especially in my situations. I got more frustrated & disappointed when the cleaning crews & new crews came in & still can't figure it out how to help us. They can't find my walker & was told by previous crew that it was already in TN. I can't walk without my walker & no wheelchair too.
Finally, after a long struggle inside the plane, somebody got a wheelchair for me. I got out of the plane with too much pain, frustrations & disappointments. I asked my friend that I need to talk to the supervisor. He came & his name was Jacob Robertson. I talked to him with all frustrations & disappointments & he is trying to tell me that he was the one who found my walker. But this supervisor does not know on how to treat the customers. I was so anxious, frustrated & disappointed. He kept telling me no conversation if I continue to have these kind of emotions. He was very rude & I asked him if I can put you in my shoes I would think you will do the same way. I cannot just shut off my feelings & be as calm as they want. It was horrible feelings that I will suffer for this way.
My vacation was cut off because of too much pain & bruises is some parts of my body. I want all these crews to be reprimanded from the company. I need to be compensated for all these physical, emotional & mentally abuse by the crews of Flight 2024.
Finally, I decided to go home in May 29 & my daughter bought a tickets from delta airlines with no lay over which cost me almost $ 1000.00. I don't want to use Southwest, it is a nightmare & scary that I will be treated the same way. I will not forget this horrible feelings especially for disabled person like me.

Our flight into BWI was late because our pilots "got caught in traffic." Huh! Did someone move the airport?!? Our connection's plane into BWI was over an hour late due to maintenance. So we line up to board, and wait, and it's taken out of service. I'll arrive around 3 AM. Maybe. SWA used to be passenger-centric; now it's profit-centric. It has grown too fast and its customers suffer as its system can't hold up. Still, very nice people. But their bosses have only the bottom line in mind. Sad. Once was such a terrific airline.

While traveling for many years, and of course, being on various Airlines and flights, without a single doubt, Flight Attendant Sharon Boyer was the rudest human I ever experienced in a customer service position. You need to take a close look at this individual, and please, see if she is drinking on duty. Her eye rolling and her tone of voice could freeze fresh lava.

I was verbally harassed by a customer service rep at Sacramento airport. We had missed our flight(really they just gave our seats away). So we had to reschedule, which we did but the service rep helping us was horribly rude. He literally was talking crap about southwest customers saying "welcome to summer where no one comes on time". At one point I told him, "you're verbally harassing me and you need to stop talking". Dont recommend southwest anymore. Not worth the hassle.

On May 28, 2018 I gate checked a stroller at Albany airport and was supposed to have it returned to me at Baltimore airport which they refused to do so I was stuck in Baltimore airport with a cancelled flight with 2 small children and no stroller. I asked the Southwest gate manager to help me and she said I could go way to the other end of the airport with 2 small children and no stroller to see if they could help me at baggage claim. Pathetic! They called me yesterday to tell me that I had 5 days to pick up the stroller in Baltimore or it was going to be tossed, mind you the 5 days started on Sunday but no one called me until Thursday. This is worst customer service I have ever received and will be taking further action.

I am requesting a full refund for the return portion of my trip (confirmation # LJUSAG) on Flt 812 departing from Punta Cana (PUJ) to Baltimore, MD (BWI) on Sunday, May 27, 2018.

Due to either mechanical difficulties, timed out staff or a combination of both, my group and I were forced to spend an additional night in Punta Cana.

This delay caused two individuals to miss birthday events (5/28), additional parking fees, additional daycare expense, use leave at work for Monday, May 28, 2018 equating to $1200 (6 individuals)

In addition to emotional distress and anxiety caused by dysfunctional and unorganized, non-communicative transitional process executed Southwest by employees representing your company.

For the above stated reasons, as well as, not receiving the product I purchased (Flt812 on 5/27/18 - not flt 8834 on 5/28/18), I am requesting a full refund for Flt # 812.

Thank you
Olukorede Oduwaiye

My contact info is as follows
Olukorede Oduwaiye
[protected]
[protected]@gmail.com

These were issues
1.Flight late
2. Passenger ahead of us, refused to let us in seats. She was holding them for 2 friends at the end of the line. When we asked flight attendant for help she stated that, passenger was not allowed to do that but we had to fix it. If I as a Latina woman had done that, I would have been hauled off the plane.
3. Seat very uncomforyable, after 3 hours, painful.
Worst flight ever.
Will be sending this to CEO and papers.
Rosalba Semidey
[protected]@gmail.com0

On May 24, 2018, I was traveling on flight #5683 from MDW- Chicago to LAS-Las Vegas. The flight attendant, Sam, walked down the aisle and asked if I could put my seat forward. I then made several attempts to put my seat forward to no avail. A few minutes later she walked by again and said make sure your seat is all the way forward. I replied, I've tried but it isn't moving. I also attempted to demonstrate to her the issue. She rudely stated, you didn't have to make that look. I, looking confused, replied, I didn't make a look. I have never experienced such rudeness and unprofessional behavior from a flight attendant on southwest.
The passenger seated next to me asked the same flight attendant, Sam, once she was done with the rest of the the passengers, if she had a minute, could she get her a drink. The flight attendant replied, you have to wait until I'm done servicing everyone else. Her attitude was very unprofessional. I would like to speak to a someone regarding this matter. My telephone number is [protected]. My email address is [protected]@yahoo.com. Thank you in advance

When traveling back to the States Southwest Airlines delayed our first flight for a total of 3 hours, due to high traffic volume, and basically over booking flights. So after this delay having the plane ready to leave the gate area they held the door open waiting for one more person to board, even after a 3 hour delay they waited even longer. I had a connecting flight to catch in FL and due to the late delay Southwest wasn't going to let me board my scheduled flight. My flight leaving FL was direct to home, a 2 hour flight. How ever Southwest also delayed this flight 10-15 minutes. The airline refused to wait another 15 minutes for my self or any of the other passengers to be able to get on our flight Bc they gave our tickets to Stand by passengers. I was told how accommodating Southwest is by a rep who was at my terminal gate for the plane they wouldn't let me board. There was a 5 minute time difference from when they shut the plane door to when I reached the departing gate area. This is absurd. The rep from Southwest apologized, but this isn't good enough. From south FL Southwest flew us 36 minutes north to Orlando. Gave us over a 2 hours lay over. And finally then flew to my final destination. Instead of being home after 2 flights, I spent over 15 hours in and out of airports, on and off of planes Bc Southwest did not book their flights accordingly or accurately. They also wouldn't compensate with any direct flights home either, and told me I had to pay extra fees when I called and talked to a representative. Southwest should be responsible for their lack of professional flying methods. I have never entered an airline who couldn't book their flights accordingly to the number of passengers aboard each flight. Never will fly with them again. And those who do, expect flight delays and high traffic volume issues.

This place is full of [censored] I have 2 plain tickets my son is afraid to ride this plane with all the latest tragedy, s... I can't transfer or get my money back... I'm done this is the last time i'm spending any of my freaking money with this fraudulent as airline greedy as as [censored] man... I'm so pissed i'm forced to use these hoes and not to mention my son last flight he came home with [censored]ing bed bugs on his sweater and luggage... I swear. I would of sued them if I would have had a bed bug out break in my home its sad how america just allows thrse company to take advantage

May 22, 2018. I was flying out from MOC to BWI, arrived to the airport two hours before my scheduled flight. After sitting in the airport for four in a half hours, the Southwest representative announced my name over the intercom. She informed me that since my flight was delayed two hours it caused me to miss my connection flight in BWI which would have me home in ORF before 12am. I asked the representative if the airline could compensate me by providing me a hotel for the night since it was the airline responsibility for me missing my connection flight in BWI. The representative stated that she did not have that answer because she was new so she left the desk to confirm with someone else. The representative came back and stated since the delayed flight was due to weather we cannot provide you a hotel stay. This is very irresponsible of an airline carrier, if the tables were turned someone from this airline would've wanted some type of compensation rather food, housing, or discounts. Southwest does not care for their customers, all they care about is the money. Lucklily I was on a business trip and my hotel for the night was covered.
Thanks a lot Southwest Airlines.

I recently travel with southwest were I sat on the plane for 3 hours and the plane was apparently in traffic, people started getting hostile and an old lady and handicap lady agrued the entire time over a hula hoop and when we got close to actually taking off the pilot said his time ran out and that our flight was cancelled and took us back to the gate. When I went to get another flight there were no more flights going out and they said they were no accommodating lodging, mind you it was 7:34 and the next flight was at 9:30 in the morning. I had to pay unexpectedly for a hotel that night. However this lady said they accommodated her hotel and gave another $200 towards another flight. When I tried to complain by calling customer service I was put on a 40 min. Wait. The next morning when I got on the flight the flight attendant was rude and loud to everyone she told us when we landed to stay out of her way because she was getting off. I again tired to call customer service to complain and it was an hour wait. I like southwest and my next flight is with them but if it was better paying more to be happy then I will. I am very dissatisfied with the service and feel there should have been some accommodation made for me as well.