Southwest Airlines
reviews and complaints

I booked flight 13 months ago to Las Vegas for baby shower. Well, things changed and had to cancel it. I paid 350 dollars. I was given 12 months to use it. I called today, 12 months and 12 days and southwest refused to let me use my 350 dollars since is 12 days later. They appropriate it my money. When I asked can I get at least partial credit, the representative called Julia said no that's a policy. I told her that's not right, it's quite a lot of money for me. She said that's my "mistake" and "i can't help you". I asked for her name/number she she refused to provide me and hang up the phone on me! When I called back and requested to talk to supervisor although he was apologetic, he said he cannot find the representative since she has not provided me with number after her name. She just said Julia- clearly she knew she could not be traced if does so. What a poor service and ultimately lack of accountability. Unwillingness to do anything extra. 350 dollars are a lot of money.
I can tell you one - No one of my family including me will fly with Southwest ever. I'll share this story with all my friends and yelp and Facebook. Thank you, Southwest airlines for the "great" customer service. No longer a customer.

My 4 year old and I went on vacation to Europe. Booked a flight from LA to PHX with pleanty of time to catch it while traveling with a child thinking I can pay the difference and get on an earlier flight. I got to the airport about 4 hours before my flight and went to customer service. The fee was 340$! They told me they can waive it and put me on an earlier flight if the flight I'm on is delayed by 15 mins or more. But not otherwise- no sympathy or going the extra mile. That was fine, I waited patiently and consoled myself saying alright I guess that's how they do business here. The they announce my flight has 45 mins delay and it pushes it to midnight. Now I'm here, exhausted and with a tired 4 year old and the explanation they give me is traffic control. They had a chance to go above and beyond and they blew it with me. It wouldn't have costed them anything to fly me and my 4 year old home on the earlier flight and they would have had a more than satisfied customer. They are the worse Of the worse, they have bad customer service people and I will make sure to share my opinion about how they don't care about their customers. The only thing keeping them in business is that free luggage . They lost me and my family as a customer

I was flying from san antonio to dallas on flight 1328 and then on to philadelphia on flight 426 on 7/23. I was on early flights and I get bumped to spend my whole day and night in chicago! No, i'm sorry or I apologize. I was told it was due to weather. A complete lie! I called co - workers in philly and the weather was sunny, partly cloudy and blue skies. I found out... My plane was "re-routed." so, basically, you tooky plane and gave it someone else because their plane had an issue. Thanks! Not only did I lose my whole day of work and corporate meetings, but I also had to deal with 2 different customer service agents in chicago that we're extremely rude. Southwest did not offer a refund, credit, discount or drink coupons for any inconveniences. I am appalled at this behavior. I have bragged about southwest for years to friends that flew aa and delta. I won't any longer. I have given you tons of miles and money. You really need to work on whom you hire in certain regions!

When I received my luggage after my flight to Oakland, CA there were SEVERAL items missing from my luggage including my lock and belt and tag on the luggage. There were 2 pairs of shoes, several of my clothing items (pants and shirts), a few jackets and my Apple Watch was missing. This is incredibly unacceptable and unprofessional. I spent money on my personal items and now they are just in the possession of some random Southwest airline worker who has ZERO respect for other people's items and personal belongings. I will not fly this airline ever again. In fact I will purchase an entirely different ticket with a different airline to get back home just to avoid the airline entirely. I will be informing other social media sites such as yelp, twitter and Facebook to warn others to never fly with southwest. When I called the airline they offered me zero assistance or comfort for ALL of my missing items. They were incredibly disrespectful and confirmed my opinion on Southwest Airlines.

I had a round trip flight with Southwest on the 17 return on 23. I had gone to New York and miss my connection back to Albuquerque to catch my Southwest round trip ticket. Because I missed my connecting flight Jet Blue agreed to fly me to my final destination.
That evening I called Southwest at least 4 times. Using the automated call back service to which I never received a call back. I have tried numerous times to call this no exsistant service. With no call back.
Today I called back and was informed repeatedly that i was on thr first leg of my trip to San Diego via Pheonix which I was not(I have 2 witnesses that heard this call on speaker) and that because I missed this leg of the trip I was out $368 dollars and they would be happy to charge me an additional $368. I found the customer service uncaring and unhelpful.
Because of this incident I will never fly South West again and will make it my mission on Twitter, Facebook and all my social media what kind of airline Southwest is.

On July 15, 18 I flew flight 3417 from Denver to Spokane and our plane was two hours delayed due to your airlines inability to schedule flight attendants. It's one thing if its mechanical issues it's another when its staffing issues. I have always flown Southwest airlines but I'm going to change that now as your inefficiency caused me to miss my God daughter's bday and others to miss connecting flights then say u would not pay for a hotel for them when it was due to your incompetence. Then you tried to blame it on the weather however all other airlines were on time that day. It is just rude and inconsiderate when people are expecting to be places that you cannot book a flight crew. Then it's even more inconsiderate to keep telling us they are there or will be there in ten minutes to not show for hours.

My wife and I both purchased a WiFi internet pass for our flight today. On my computer, The Outlook app worked, but Websites on my computer were erratic. Sometimes you could get to one, but for at least half of the flight, you could not reach any website. On my wife's computer, neither Outlook or websites worked at all.

I am requesting a refund on both purchased internet passed.

The flight was #2142 on July 20th.

Dale and Elen Reynolds

Dale [protected] Elen34152145

My A-List number is [protected], and name is Kristen Gonzalez I travel weekly on Southwest and am regularly achieve A-List Preferred and never have had a problem with any of your attendants, however a female attendant on flight 1717, when I showed her my screenshot of the attached business select screenshot, with the coupon showing on the bottom of my screenshot. During flight, I cannot access the boarding pass, so I was denied the drink that was owed to me with a Business Select boarding pass.

I fully expect some kind of reimbursement or something to make up for this unfortunate bad service. In addition, While delivering drinks, the rude attendant managed to conveniently spill a drink on me.

The names of the attendant is 'Jessica' and she was very rude, which is unacceptable to the loyalty I have with Southwest over the last 10 years+. Your regular travelers are faced with long days, travel dleays, issues, etc, and the last thing we need is to be faced with bad service.

I appreciate a call, email and/or something to make up for this bad situation.

I needed assistance in changing my reservation for my husband, myself and my grandson. I had 2 reservation numbers and was trying to book 3 tickets separately, with only 2 low fare available seats.

BECKY was extremely condescending, not at all helpful, very snotty! PLEASE, pull up the recorded conversation from Thursday, July19, at 2:40. She did not provide last name.

I have been flying SW for years, I love Southwest! I will not fly any other airline. This is the FIRST time Ive ever encountered a snotty, condescending customer service representative, EVER! My Rapid Rewards account number is [protected]. My husband is a member, my son, grandson, mom are all RR members. I am no novice at reservations, I usually do everything online, but today I needed help to make sure I did not mess up anything since my autistic grandson is flying with us. BECKY acted like I was inconveniencing her. I asked her to stay on the line with me to be sure I got everything straight, she said,
"Well, I can't stay on, I have other calls!" To which I told her, " I have been holding for 20 minutes and have been waiting on a call back which I did not receive."
I DO NOT APPRECIATE BECKY's rudeness!

I would like for someone to send BECKY to training! She is not the norm for SW, not at all and I was very off-put by her!

Thank you,
Debbie Landry
[protected]

My 16 year old daughter suffers from severe anxiety. In the past when she has flown, they give her a prepared pass and let her board first. In the past she has had a severe attack in the airport. This morning she was flying conf#PGCB45. She received her pass but the woman doing the boarding would not let her board first. I repeated request .She refused and my daughter immediately started crying and shaking. The woman seen her crying and didn't care and made her wait in line. This is unacceptable

My name is Jose Luis Vazquez, email [protected]@gmail.com. I traveled from San Juan, Puerto Rico to Rochester, NY with a connecting flight in Baltimore, Washington on July 13, 2018. Flight arrived in Baltimore, Washington on time. However, the flight 972 schedule to depart from Baltimore, Washington to Rochester, NY at 11:05pm was delayed. Flight did not depart Baltimore, Washington until approximately 12:30am and arrived at Rochester, NY at 1:30am. This delay was very frustrating because no information was provided and no one had a clue what was going on. Airline staff were not communicative which created a lot of ansiety for me. Southwest's mission statement is to deliver the highest quality of customer service with a sense of warmth, friendliness, individual pride, and company spirit . I did not experience this and therefore I feel that this is false advertisement . Your immediately attention regarding this matter is expected.

I was on a flight from Memphis on 7/16/18
I received a text stating it was a 3hr delay on my connecting flight 2378 out of DFW. I end up sitting in the airport waiting 5hrs to get home. I asked could I get another flight I was told no because my luggage was on the original flight. I had an early morning chemo appt. and there are certain medicines I need to take so many hrs before my appt. I wasn't offered a drink or food voucher or anything, because I got home so late I no longer had a ride I had to spend money for an Uber. I used my RR points(#[protected]) to fly. I feel I should be compensated some of my points back or a voucher for a discount, this was so ridiculous. I had to reschedule my chemo appt. I loved flying SW but yesterday was utterly ridiculous and if this isn't a corporate system I won't stop until I can speak to someone in the corporate office about this situation.

I am a porter (trunk)that has been working more than 20 Year at the airport Luis Marinos Marine and had never been treated in such bad way as an employee of the company soutwest airline costumer service of name guillermo ortiz I try to humiliate my in front of the passengers who was giving them my serviced I respectfully asked him to stop and he continued confronting me I think it's unacceptable to have a customer service agent represented in that way

On July 15th our flight was seriously delayed and this caused us to lose our hotel reservation in Aspen. Our hotel condo was prepaid back in May of 2018; however due to our late arrival we are forced to get a hotel off 1-70. I know delays cannot be helped and are to be expected time to time. If delays are to be expected, please let us know in advance. Especially, the last flights of the day. We need to contact the real estate company in advance as we lost our deposit and is not refundable. Or if you could let us know in the morning hours, I can give the real estate company a call to have an agent meet us out in Aspen to let us in to our condo. As a result my wife and I are out $250 please let us know in advance if our flight is going to be delayed so that we can prevent these additional cost to our family.
Sincerely
Mark Braun
[protected]
[protected]@hotmail.com

We booked a flight with SW airlines June 19th, 2018 from Fort Lauderdale, Florida to Denver, Colorado and were misinformed on the phone with the Southwest reservationist. We specifically asked if there were televisions on each seat, and she replied yes there were. Upon entering the plane looking for our seats, we realize there are no TVs. Disappointed.

As a loyal customer with Southwest( preferred member and have a companion status), rute behavior of the staff at the airport, their lack of communication skills, avoiding timely updates, after being on the road for 7 hours already made me to reach out to conclusion - NO MORE SOUTHWEST!
They do not deserve loyal customers like me.
As a business traveler (2-3 days/ week), I will never use southwest anymore

This flight sucks. When I land it Chicago to connect my flight to Norfolk Virginia. Had a delay for 10, 20, 30, 40, and now a 50 minute delay. Finally taking off at 11:22pm instead of 10:15pm. Went from a 1hr to 2hrs 11min layover. I post to be in Norfolk va by 1:10am. All I get is sorry for the inconvenience. I need a credit towards a future flight or half of my money back.

I had a return flight from SMF to
OKC for my family of 7 people JULY 9, 2018. Depart at 4pm at SMF to LAS. The connecting flight from LAS to OKC was cancelled after we already boarded the plane. My original flying time is 8:15 pm from LAS to OKC flight 1937, we already board and was ready to take off, but then we waited for about 30 mins for a family/member who got on the plane at around 8:45pm. At around this time the weather turned bad and was raining and I heard thunderstorm. We had to wait on the runway for awhile, the captain announced that we need to wait for weather to clear before we can take off. I understand safety is the main concern. I'm very frustrated that if we hadn't waited 30 min for those people who was late we would have taken off at the scheduled time when weather was fine. So after waiting ON on the plane for quite some time, captain decided that we need to turn back to the gate. He said that we can either waited on the plane or go back to the airport and waited, and will depart when weather is fine. After waiting at the airport I get texts that flight will be delayed, delayed, delayed. Finally around midnight, I get a texts saying the flight WAS CANCELLED! OMG, by this time my 3 kids, one is 2 one is 5 and one is 8, was getting tired and worst of all the 2years old had a slight fever before the flight and not feeling well. I called the 1800 that the text had sent me saying I need to reschedule my flight, after being on hold for 15-20 min, the representative said that she CAN'T help me, are u kidding me! She said that the airport need to reschedule my flight, that they are separate "department" how the hell southwest not the same department?! Finally I was able to reschedule my flight with the representative at the airport THE NEXT DAY at 4PM, July 11 that is 24 hours from my original departing time. All flights are booked. Now we had to fly to phoenix and then to okc, arrival time is 12:30 am the NEXT, OMG, now that's going to be like more than 30 hours relay! And worst of all they did not pay for hotel, they gave us a number to call to get a cheap rate. Yeah, I called that number and they said "sorry I can't help u, all rooms are booked, you have to find on yr own! OMG, I had to call around and couldn't find any vacant room. This is now at 6am the next day, we gave up and had to find a sleeping place at the airport. How ridiculous is this, kids not feeling well, pushing heavy packages, feeling dirty, spent alot of money at the airport to feed 7 people! my fozen food probably rotten by now! At this time to remind you, I had brought about 7 boxes of frozen food from California (geoducks, fish etc) they said I had to go claim my packages and rechecked it in. Oh and my dead tired looking babies finally collasped on the floor by baggage claims, while we try to hunt for our baggages, they keep telling us it's over here over there! Now at 6am, I'm dead tired. We have to miss work another day because of this! We spent more money than we wanted on expensive airport food. This supposed to be a 6 hours flight and waiting, turned into a freaking 32 hours or more total nightmare! We finally made it home at 2am, food is rotten, I spent few hundreds on them. Oh yeah our last fight from Phoenix to okc, flight 2101, was also delayed for another hour something! I'm so frustrated and disappointed in SW. WILL never ever want to FLY Southwest, what a horrible, terrible experience, today July 12, my oldest is not feeling well, stomach aches, tired, slight fever, probably from this situation eating those airport foods, and suffer from minor depression as he was crying that keep saying he wanted to go home! If I don't hear from SW with this, I WILL CALL when I'm done recuperating.

I was a late check when departing my flights from Wichita, KS and was unable to reserve an extra seat as I am a man of size. The kind attendant told me to reserve the excess seat at my connection in St Louis. I approached the ticket counter at gate E4 and kindly asked the attendant (Karla) if I could request an extra seat. She looked me up and down and asked if it was because I was "large" I stated yes and asked if I could be given the extra seat.. she told me I did not qualify, I then pulled out six preboarding passes in the past, and showed her how I had been granted admission to do so in the past. I told her being larger and having to cram next to someone gave me anxiety and I'd prefer to get the extra seat. She said well if it's anxiety then you need to purchase the extra seat! I told her I felt like I did qualify and wanted to see if there was a chance I could get it permitted.. she was very agitated and told me she would do it, but would ensure I did not get it in the future. She had me sit and called me back to the counter two separate times. Karla made me feel inadequate and extremely insecure. Her demeanor and attitude is not something I have ever experienced using Southwest.. I definitely hope no one encounters the unprofessionalism and arrogance that is Karla in St Louis!

I am on this flight leaving New Orleans headed to Houston and the flight attendant Matthew was extremely rude and disrespectful. I was sitting in seat 12C (exit row) as I always do and never had issues until today. Matthew came to speak to us in those seats and said to take one head phone out so we could hear him (I've NEVER had a FA) ask me to do that. I mentioned to him that I turned my sound off so I could listen. Before I could finish he then says "I take this very serious and I need you to take them out". I then said to Matthew that he did not have to be rude and slap his paper in his hand as he spoke to me. He then began to make a huge scene and continued to be rude and his tone was completely disrespectful. He told me to move to another seat out of the seat I was in. Matthew continued to harass me and gave me the most disrespectful stares every time he walked passed me. I did not feel comfortable and the level of intimidation by him is NOT how customers should be treated. I am going to file further complaints because as a business class customer I spend a lot of money flying SW and no kid who finally has a position of anthority will treat me like that again. He is not professional and makes the entire Airlines look bad.