Southwest Airlines
reviews and complaints

I opened up a rewards account in 2012 for my step son who my husband by the courts had to pay for his flights. In 2018 his ex wife tried to use points to fly her mother out without asking us and we had the points reversed and flight cancelled. Not even an hour after that his ex wife changed the password and information on the account to her email and mailing address. I got a noticed via email of the change and called Southwest and was told they would freeze the account to review the information. Over a month later I am told they can not get involved and even though they can see where and how the account is opened since she placed a passcode they can not help me. WTF how stupid is this, so anyone can go change other peoples rewards account place a passcode and basically you screwed because SWA will tell you if you dont have this passcode they wont help you. So to all you hackers out there the law is on your side with SWA since they do not care that you can verify what the information has been for 6 years and even what it was changed too but because the person placed this passcode on the account they will not help me. I WILL NEVER FLY YOUR [censored] AIRLINE every again and stopped before because of poor customer service. Being told we dont care about how the account was opened if you cant supply the passcode that mind you was placed by a person who basically hacked the account we dont want to speak to you and was told by Elizabeth Berherams ID# 26525 that its not their fault and since I cannot supply the passcode the person who basically hacked my account placed on it they will not and will not help me. I have never heard of such horrible customer service, so yes I can verify every piece of information but the passcode the person who hacked the account I set up and they do not care and I truly felt I was bothering her with this.

I have made Several attempts to get someone to contact me about my HORRIFIC experience I had while traveling with my husband my 4 children and my 2 dogs in March going to Orlando for our long awaited Disney vacation.
I have yet to hear from ANYONE about getting ANY recognition for what had taken place with MANY of my flights being canceled, being booked accidentally on a DIFFERENT flight from my husband and 4 daughters! and being flown into a completely different city (Fort Lauderdale) from where I was supposed to fly to begin with!

On top of it I was spoken to with extreme disrespect when my 2 yr old daughter was hysterical crying screaming for mommy due to here fear of flying WITHOUT me on here first flight due to me being booked on a completely separate flight than my family after my originally correct booked flight was cancelled! I can go on and on about my experiences once again because there is MORE MUCH MORE since it was horrific flying home as well...but I am exhausted with trying to reach out with NO help or retribution in this matter.

I have flown with ONLY southwest for MANY years and I am so sad and quite frankly angry with my experience and lack of customer service though my horrible experience GOING AND COMING home for my vacation.

FYI: My flights were changed sooo much nd canceled several times and I am on different flights from my family so much to the point where i don't know which ones are which in order for me to provide to you correctly.

PLEASE RESPOND

Today, I flew from dallas to okc on flight #160. I was seated next to a very large lady that took up half of my seat. I had to sit turned to the aisle with my feet under the seat in front of me since it's not allowed for feet to be in the aisle. I felt like a pretzel. Thank goodness it was just a 40 minute flight. I'm not sure of the rules on seating larger passengers but shouldn't I be allowed to ride comfortably since I was a paying passenger. I would have been extremely upset if this would have been on my earlier flight out of ft. Lauderdale. The lady asked for a seatbelt extension and the flight attendant handed her one but didn't bother to say anything about her also being in my seat. The flight was completely full so I did not have the option to move seats.

On Friday April 20, my family and I flew from New Orleans (MSY) to Orlando (MCO) on Flight 1331 (LM4YP) When we (My Family and The people that was on flight 1331) landed we was told our luggage was at a particularly caurosol, we waited and waited with no Southwest representative in sight to find out the location of where our luggage was. After 45 minutes have passed finally a SW representative came across the sound system to tell us that our luggage was at the wrong carousel number! We waited like unbeknown fools for our luggage over 45 minutes, in turn we missed our shuttle bus 4 times putting us way behind!

I'm asking for some kind of compensated for being inconvinced on waiting for our luggage.

My Name is Tamara McKee, confirmation #LM4YP
My Sister name is Jamila McKee, confirmation #LMJK2T

I flew from Denver to Tampa on 3/27/2018.
I'm an Early Bird passenger. When I boarded the plane, I chose an emergency exit seat. This is a common choice for me.

My carry on bag was very heavy and awkward to load up into the bin above me. I looked to an attendant who was standing there, as, they are usually very friendly, and wanting to be of assistance in any way.

This one, Callie Routon, looked at me and said, "No, if you can't lift that bag, then you are not able to sit in the exit row seat".

Her tone and demeanor was insulting and loud; she embarrassed me in front of others and I, the customer, was incredulous. Why did she do that?
She could have taken a moment to help me, but I saw her expression, which told me: "I don't want to help you or be bothered with you. I'm busy. " She wasn't busy doing anything but was leaning against the seat. It would have taken her one moment.

Hoisting that bag should not have disqualified me from sitting there. I could have lifted it, but a little help at that moment would have just made it easier for me. That gesture would have been nice, and made me feel appreciative toward the employee and the airline.

After the flight was over, I asked her name and told her quietly and politely that I was going to file a complaint against her.
Her response was: " Well in 9 years, I've never had a complaint."
Huh?
What she meant was that I was wrong; that she was right to "tell me off", and that she had gotten away with this unprofessional behavior for 9 years.

Why would I write this complaint against her if it were not true? Why bother to spend the time?

I am disgusted and fed up with service personnel like her who feel entitled to do or say anything they wish to customers. Why couldn't she be nice, kind, friendly, offering service with a smile! She is not like that. Perhaps this offensive conduct is an acceptable way it is now.

If she had any professional polish at all, she should have said, "I'm sorry that you feel that way, and I regret that I may have given you less than great service. Please know that we value our customers above all else. Is there anything else that I could do for you?"
She should have put herself aside and instead spoken to me as if I were a valuable customer. Nordstrom had set this standard long ago.

I would have been delighted with her if she had said that. But she was incapable of admitting that she was in any way out of line. She implied that I, the customer, was wrong and out of line! Wow, times have changed. Is "putting the customer in her place" the order of the day in service now? What a shame. SWA had been known for it's great personnel.

Note that I loaded my bag in another upper bin, by myself, after adjusting the contents. I am more fit and able than most fliers who sit in the exit row. If I were not, then I wouldn't want to sit there for my sake and for the safety of others.

Please take this information seriously. It seems that more people are like her, following the rude examples of our leaders. I regret this change.
After this experience, I am even more aware of my own manners and treatment of others. I ask myself, "Am I being the person I would want to be with in the world?"
This is a standard that I consciously look to.
Thanks, Callie, for making me more aware of who I want to be, and who I don't want to be.

Resolution: That you please acknowledge how important it is, now more than ever, to remind your all your employees, up to the CEO, to demonstrate good manners and kindness to not only the customers, but to everyone around them. Tell them to go out of their way to help others. All people are infinitely valuable, and will respond positively to good treatment and fairness.
It's crucial for good business to think this way.

If this is important to you, SWA, then you will have loyal and happy customers and personnel.

I hope you realize this.

Sincerely and respectfully,
Elizabeth Nelson

On May 4, 2018 we traveled to Louisvillle KY to being our vacation to Cancun. Valerie, the Southwest check in attendant, was extremely rude. She didn't smile. She acted miserable. She berated us for not arriving two hours before, and then in a hateful tone, she stated, "We can't guarantee your bags will get there now."

We fly southwest because we appreciate the friendliness, the smiles, and that happiness is valued. To say the least, this was a real Debbie Downer to begin our vacation.

We recently flew to San Diego for a medical procedure for my husband and mother in law. They were released earlier then expected and when we arrived at the airport we were directed to a kiosk to change our flight. The kiosk came back it would cost over $900 for the three of us to change our flight to an ealier flight. I contacted Southwest customer service line where the agent explained there were several seats available on the flight we wanted to get on. The agent then explained even going back to March 3, it would still cost us over $900 to change our flight. When I explained to the agent the medical concern for my husband and mother in law she said there was nothing she could do. This is absurb to pay twice as much as we did for our original flight to an earlier flight. We figured they would charge us $50 each to change which we wiuod have gladly paid. But you lost $150 and had half a plane empty! My husband and I have never flown Southwest, always flown Alaska and never had such issues with changing a flight. My mother in law who flies Southwest all the time has never had any issues like this. So we ended up having to spend 8 + hours in the San Diego airport with both of them just having surgery to fly back to PDX. It's so frustrating they do this. The flight attendants for the most part were not friendly and spoke to you very condescending. My husband and I sat in the front seats. I had not even sat down when the flight attendant said you can't have your purse there and you would know this if you read the sign. There was no reason for her to say that. She could have simply said when sitting in the front seat you can't have any item. The male flight attendant knew exactly what customer service was. Helping me put there bags up because the other two could not lift. This has definitely made me think twice before I book a flight with South West again as well as my mother in law. Thanks for nothing Southwest.

I write this letter in great disappointment with the unprofessional service that we
( Shevorn Cash and Gleanor Percentie) passengers booked on return ticket on your flight #242 from Fort Lauderdaleto to Nassau, yesterday April 19, 2018. Yesterday l checked in online around 1:30 p.m there about for both myself and accompanied passenger mentioned above. At the airport when we proceeded to check our luggages to be weight and tagged, to both of our surprised we were informed at the ticket counter minutes before our flight by a dark skinned agent that we could get on the flight but unfortunately not our luggages. Of which, we both asked why and what was the problem knowing quite well that we were checked in and only had to send through our luggages. However, she insisted that it was Southwest Airlines policy to booked luggages at least 1 hour prior to travel. So l asked to speak to a supervisor in hopes of getting more clarity and to resolved the matter, as l travelled many times on numerous airlines and certainly was not aware of this policy, having only been my second trip on your airline. Nonetheless, the situation escalated whiles waiting and looking around for at least 30 minutes, there taking his own time and walking and stopping to chat was the supervisor or manager whatever he was, (name tag George), so when he arrived we explained that we were enroute from Fort Lauderdaleto to Nassau and had to get back due to work obligations etc. Whiles waiting for a professional individual, George became irate and refuse to assist, due to us begging him to understand our situation. Then the conversation when down hill from there, he (George ) told us that we now was unable to travel without having our luggages accompanied us. So they will have to rebook us for the next day but we was not guaranteed to get on also they can't put us up or provide vouchers that's not Southwest Airlines policy. Please note our situation having to be back to work the next day, secondly we were basically out of cash to book hotel, and had returned our rental car etc. And to add to our frustration he not once offered a solution, in which l got real angry and mentioned if need be l won't hestitate in take any legal recourse. There he said he don't care, l could do whatever l please. I was not only surprised but disappointed as a Traveller to see he the supervisor display such unprofessionalism.
So, due to us having to return yesterday my cousin and l managed to book a one way return on another airline, Bahamasair on our credit cards, and now had incurred expense of $105 each due to your incompentence service and a policy that l have not seen or heard of ever.

In final l write to you to consider full compensation for our unfortunate expense, and also a written letter of apologies from your Fort Lauderdale supervisor George. If this is not resolved immediately, we both will seek legal recourse against Southwest Airlines.

Yours sincerely,

On behalf or Passengers
Shevorn Cash and Gleanor Percentie

I am on Flight 1304 today from New Orleans to Houston Hobby, originally at 2:55. This flight has been delayed 4 times now.

I arrived at the gate check counter at 2:00, asked an Ashley if I could get on the 3:55 flight to Houston. Ashley said was all booked. I asked if anyway get on anither flight, pay extra fees please. She said no.

She then went into a long dissertation of why the flight was delayed, in bound from Kansas and turned back. Due to the death just yesterday due to the engine killed a person in the cab. The maintenance was now cracking down and checking all Boeing planes. And my flight was a Boeing, so it got called back.

Wow, this person would never work for my company in all 22 years I've owned my business. Terrible servuce, too much information, and don't degrade your airline on a trajedy.

She never asked, would you like a standby sir, please - of course I would have said yes.

On the 3:55 flight, another lady was working the counter, Ashley went on break. 5 people came up after me and spoke to her and they were able to get on, well after myself. When I then approached, she said you weren't on standy . I asked her to call Ashley over please.

When I spoke to Ashley, she was rude, didn't care, said you didnt ask to be put on standby. Geez, I told her I asked to get bumped, pay increase fare, why the heck didn't you ask me for standyby and I would have said great thank you. She merely said was sorry. Are you kidding me!

Really!

It's ridiculous that they canceled my flight at the exact moment we were supposed to be boarding the plane. Additionally, I paid for earlybird boarding and when they rebooked my flight I was placed into the B group when I was in A group on my original flight. I then had to pay an additional $30 to upgrade my boarding pass when I should've been given a similar boarding position to begin with, especially since I already paid for it. I definitely will not be recommending to southwest to anyone I know. Thanks for the terrible service.

After departure I fell asleep. Flight was not full had the whole row. Put on my earphones and laid down when seat belt light went off.

I was woken up at landing by hitting the ground. Was never woken up or approached by the flight attendant. When I complained all they did was argue that I should have had my seat belt on.
They knew I was sleeping. How can you have seatbelts on when you're laying down?

I fly southwest and other airlines regularly. Everytime the flight attendant makes checks that seats are in upright position and belts are buckled prior to landing. If I fall asleep I have always been woken up.

Now.. My back is hurting and my neck from hitting the ground prior to the plane coming to a full stop when the force pulled me off the seats.

Not once did any flight attendant even ask if I was ok
When I told them.

I'm angry.. Upset and pissed!

While flying from LA to Cleveland on 04/09/2018 we had a stop in Milwaukee. I had people who slept the flight from LA to Milwaukee and couldn't use the restroom. So, after the people getting off in Milwaukee got off I waited 10ish minutes and moved to the back of the plane to use the restroom. I was treated so poorly by the staff. Passive aggressive behaviors that made me uncomfortable and felt awkward. I was told i wasn't complaint over the loud speaker. Even though they prurposely didn't count me. One of the attendants name was Patrick and the other I didn't catch. I was in the restroom and heard them speaking badly about me. Seriously. How rude. While peeing I told them I could hear them. After I got out of the restroom I was continually verbally attacked by bother attendants. Other customers in the flight were trying to make the situation better. Patrick came to my seat and passively got in my face about not winning an argument. I wasn't arguing. Just didn't hear I had to stay seated the entire time. Miss communication turned into a horrible southwest experience. Being an avid southwest flyer with thousands of points earned I'm frustrated that I was treated so poorly. No apology. It was a horrible experience.

Flight cancelled due to mechanical problems. No backup plane, no offer to put us another airline. Arrived in San Juan 20 hours late, just in time to board our cruise. Gave us phony hotel vouchers (after we asked for a hotel) for Fort Lauderdale, when arrived there hotel had no record of our reservation and was booked, all hotels in the area were booked also. Lost vacation time, sleep. They gave us each $200 airline voucher, then later $100 after complaining, but nothing more. Lost money due to hotel in San Juan did not use, plus out of pocket costs for food during the delay. Never offered food vouchers, didnt offer hotel vouchers until asked, didnt offer A boarding status - nothing but $300 vouchers for flights that expire in a year. Other airlines will put you on other airline flights to get you to your destination in a timely manner, Southwest will not and it is not like their fares are any cheaper, because they are not in general. $300 voucher is nothing compared to what we went through. Can't even get senior management to read my complaint, even though I asked. They say there is nothing more they can do. I asked to refund the full round trip flight plus out of pocket costs, well in excess of the $300 voucher value.

So the first plane was canceled and no explanation was given.
I pressed them and they said it was maintenance issues. The gate was incompetent and rude. She said Southwest does not rebook their passengers on other airlines and I had to take the flight WN301
That was 3 hours after My original departure time. I asked to be moved to another carrier and she again said Southwest would not. I asked about compensation for 3 hour delay, food etc and she said no.
Then the WN201 was delayed 50 mins and I would miss my connection to the final destination of San Antonio and again they refused to rebook me on another carrier and refused food and said the next flight was at 6 pm. This is 12 hours after flight was supposed to take off. She said all flights earlier were sold out.
Airlines should keep the planes up to minimize maintenance delays/cancellations. Airlines should be forced to keep seats bacatrto accommodate passengers that they bump, cancel. Airlines should be required to pay for wasted time because of their problems and pay for food.
Airline to consumer is all one sided to the airlines. They can bump you cancel your flight with NO recourse but yet consumers. Any chance their ticket with added fees.
The government needs to regulate.
Airlines are abusive.

During the boarding process, the steward, while directing me to board ahead of the line with my 7 year old granddaughter, joked, "I'm pretty sure no one else wants to sit with the brat."
Ok, first of all, she was absolutely an angel throughout the flight process. She is a seasoned traveler and knows the proper way to behave. Having said that, I realize he was trying to be funny, but it was at the expense of a sweet 7 year old's tender feelings. Children listen to what is being said and hearing herself being referred to as a brat was extremely hurtful to my perfectionist little granddaughter. I was livid. I feel he should be reprimanded and receive extensive training in treating others, even children, with repeat. If it cannot be learned, then he needs a different job.

On flight 1898 from Milwaukee to Ft. Lauderdale I encountered an incredibly rude and disgruntled flight attendant. For absolutely no reason from the time the flight began, she spoke to me and guests that were sitting next to me very abruptly and demeaning. I was taken by surprise because southwest usually has some of the more friendly attendants willing to make jokes etc. this attendant, appeared to be inconvenienced that many of us were on her flight. She would speak to us in her condescending tone but then would engage in laughter and joking with her flight crew colleagues. She made it very difficult for me to get my bags stored above. She made me place my bags about 5 rows behind where I was sitting when in fact space did exist next to me. During the middle of the flight she attempted to give me unnecessary orders in her rude tone. I simply asked her for her name and expressed my discontent with how I experienced her treatment. She identified herself as Quinn.

Regarding flight (Confirmation #OJPJ24, #1024 from MBJ - FLL on 1/12/2017. The flight was scheduled to leave MBJ at 4:55pm, but did not leave until after 7Pm. I was traveling with my toddler daughter, and such a long delayed was not an good experience.

I book the flight to FLL on such date and time, because of an event I was to attend. However, because of the flight being delayed, I missed the event and had to find a way from the airport and a place to stay with a toddler, such later hours of the night at my expense.

Due to all that we had to endure, I am asking Southwest to be considerate and do what is fair by awarding some sort of credit that can be used on a future flight.

If you have any questions of concerns, I can be reached at [protected] or [protected]@gmail.com.

Thanks for your understanding!
Maureen Richards

My husband and I flew on Jan. 8/18 to Las Vegas to celebrate his birthday. Trip from San Antonio to Vegas was very nice one. I had no temperature issue in the plane. But on our way back from Las Vegas to San Antonio, as soon as we boarded I felt cold. I was wearing down ski jacket and a sweater underneath. I took off my ski jacket and my sweater underneath, then I put back in my ski jacket and I wrapped my sweater around my head. I do not know what temperature was set at the time but I came home sick. Today is third day and I am still sick. My nose is running, my sinuses are still blocked. I thought I better write this memo to find out if some of you had similar experience. Oh, by the way, I almost forgot. It was my 80th birthday. While we are at this explanation it makes sense to point out that I had no flu or cold in decades. Last time I remember seeing doctor was 15 years ago. My wife and I carry no medical insurance. Well, it is not me, it is condition I was put in on that plane. To add up to this story we met in Vegas our best friends. They came from SEATAC in Washington. When we met in Vegas we were all feeling well and Happy. Our friends from Washington State used to be our employees 10 years ago. We invited them because they earned everything we do for them and much more. We flew back to San Antonio and they flew back to Washington. We connected that evening to make sure everyone landed. Shelia told us she got very cold on the plane. They planned to drive to San Antonio next day. They wanted to be close to us. Following morning her husband called to say Shelia is very sick, and she was supposed to be driver. He is a veteran, has neck and hip problems and he cannot drive. Therefore driving to San Antonio has been postponed until she feels good to drive. It is long, long trip. We have done it 13 years ago. We pay good money to airline company to take us forth and back safe and sound, and not to make us sick instead. You probably wonder why don't we write directly to them. Answer is, they don't really care. You and other travellers would never know airplanes use processed air and when that air is circulated at extremely low temperatures, people get sick, and I did not enjoy my birthday celebration. Now I am a landlord, have 120 residents, and the a/c's and processed air is used everyday. Approximately 10 residents lower their a/c temperature to 72 or less. Everyone of them gets sick and they say because we don't have enough cold air. I am telling them opposite is true. You are sick because you live in extremely cold condition and breathing processed air. I would like to know if you had similar experience and if you do, please respond. Public opinion still counts for something. Thank you in advance for reading my experience. By the way, there is payback. My wife and I will drive to Vegas with our friends next time.

I was just on a flight from LAX to St Louis. The male flight attendant was very rude to me and my fiance. He spoke to us VERY rudely, as if we were incompetent and as if it was an inconvenience for him to do his job. Which in this instance was simply taking our drink orders along with all the other passengers. He even ROLLED his EYES at us. I was not able to catch his name, unfortunately, but he was the only male flight attendant on that flight.

My RR # is [protected], my flight confirmation was MKVKTB a trip from Norfolk to Omaha. Upon arrival in Chicago Midway and I received a notification telling me my connecting flight had been cancelled. Very unfortunate considering I was already in route and had no way to rectify my travel plans. No big deal I used to app to check flights and found a direct flight that still worked with my plans for the next day. For some reason I kept receiving an error message on the app trying to adjust my flight and it recommended I call. So before I have even unboarded from my first flight I call and get my number in line to be called back. We are deboarded and I'm fairly promptly called back, except twice I'm hung up on directly without hearing anyone else on the line. At this point I've pretty much made it to the front of the line at the terminal so I decide to interact face to face. Well first of all the flight that worked that I could have paid for an hour earlier was now completely booked (I guess lesson learned go ahead and buy another ticket) and Southwest was now no longer able to get me to Omaha in time for my Grandfathers funeral. Ok that's fine, I've already found a flight out of Chicago O'Hare with another airline that can accommodate what I needed. So can I get a meal and hotel voucher, of course not we cancelled for weather it's not allowed. Like seriously y'all were the sole reason I got stuck in Chicago and am going to be close to missing my granddad's funeral and you can't even work out accommodations for displaced travelers?!? I really hope I receive a refund for this entire trip because I never would have taken my first flight or tried to make the trip of I knew I would go through so much trouble, and then have to buy my on hotel accommodations and one way flight on another airline to get where I need to be on time. I've always gone out of my way to try and fly Southwest and this trip has proven it has all been a waste, because this sort of service and lack of caring is unacceptable just because it was a weather cancellation. [censor] seriously I never had any opportunity for something different and now I'm paying more than my whole trip to get out of Chicago. I will never go out of my way to fly Southwest again.