Latest Reviews and Complaints
Flight 2569 Dallas-Tampa - November 1 2026
During the beverage service, a young male flight attendants walked down the aisle simply motioning with his mouth, pointing his finger at passengers, and making a drinking gesture with his hand and mouth before moving on without speaking a single word. When it was my turn, I ordered my usual drink: a gin and tonic. Instead of providing the standard...
Read full complaintDisappointed by the lack of flexibility after a personal loss
I canceled my September trip after losing my dog, Toby, following cancer treatment. Southwest acknowledged my loss but declined my request for a compassionate refund exception. They said my credit is transferable and expires in August 2027, but I cannot use it in time. I understand policies exist, but I was deeply disappointed by the lack of flexibility during a painful loss. This experience has damaged my trust in Southwest’s customer service.
20 Southwest Airlines Reviews
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change in policies create an unpleasant experience if you don't pay additional fees!
I have usually flown Southwest for many years. I usually did not check in bags but did have that option at no cost if I wanted to. Now with this new assigned seating - even if you check in exactly at 24 hours ahead - unless you pay an extra fee for all their different levels - you are always put in group 8 to board which is the last group to board. Although your flight cost includes a small suitcase and one carry on - they want people in group 8 to check in their bags. They announce that about 10 times before a flight in the airport and you hear each gate announcing that about 10 times. So your wait in the airport is unpleasant to be hearing that over and over again. Because I am not paying for extras - a carry on experience will not be part of my experience. I will probably choose to flight other airlines even if I need to pay a little bit more Very unhappy with the new policy Once again we are charged more and less and less services. Also my four flights are not long - but they used to offer drinks and snacks even though they rushed through. None of my flights offered that due to the duration of the trip I have a son in law that flies for another airlines and he said decision is often made for the flight crew Just another change - and not for the better. I was very disappointed in Southwest changes!
Recommendation: Fly a different airlines
They have gone downhill since being purchased by another company.
Southwest has now sunk to a new low in my book! I lovED them before and now? I purchased a ticket for a relative and they had a terrible experience w being "nickled and dimed" to death about everything! At outside check in, they charge to check you in and THEN expect a tip! Charges for every bag even if you are a Rapid Rewards member. I bought the ticket...
Read full reviewAvoid southwest
Worst experience. Flying alone, I had a large piece of luggage and very heavy car seat to check. On me, I had my own carry on, my toddlers carry on, stroller and 3 year old son. If anyone knows traveling with a toddler is not for the faint of hearts, let alone doing it solo. Took car seat to front of the line where I could keep an eye on it, ran to get my...
Read full reviewFormal complaint regarding flight #107 boarding misconduct and request for investigation and compensation
Dear Southwest Airlines Customer Relations, I am writing to file a formal complaint regarding my experience on Flight #107 from Dallas Love Field (DAL) to Chicago Midway (MDW), scheduled to depart at 7:50 PM and arrive at 10:05 PM. While one employee deserves recognition for her exceptional service, another employee's behavior resulted in one of the worst...
Read full review and 1 commentExtremely rude staff
Flight from Atlanta to Chicago 6/8/2026 at 10am. Flight was originally supposed to leave at 8am but delayed until ten. Flight was packed and no room for luggage. I was extremely patient and I’m not one to make waves nor did I even when treated like I was today. The only nice person was at the check in before security. Everyone else was extremely rude...
Read full reviewShawn was the best!
This is NOT a complaint! Rather I would like to commend one of your flight attendants for a job well done! I was traveling from Washington DC Reagan Airport of Oklahoma City Friday, April 17 on Flight #1271. Seated toward the front I was lucky enough to have Shawn as my flight attendant. It was a full flight and I'm sure it gets a little crazy and tiresome...
Read full reviewGreat customer service
I was having issues with my booking.com vacation package and the weather in Vegas was going to be really bad so I was trying to get out early so I didn't get stuck there without a hotel and booking.com wanted to charge me $330 to leave on an earlier flight because I was changing my flight even though it was due to weather and the gate agent actually looked...
Read full reviewAn airline with heart
I bought a basic fare ticket for a short visit out of state. A couple of days into my trip my husband - still at home- had unexpected heart problems leading to his immediate hospitalization. Southwest changed my ticket free of the $70 up charge fee. Margarita, the agent, was so kind and professional. Southwest truly showed me they are an airline with heart. Thank you.
Recommendation: Highly recommend
Wait to get an assigned seat that cost 30% - 40% more
I've taken a flight Milwaukee to Phoenix dozens of times with the old system NO waits in the jetway. It was almost ten minutes to board (in the jetway) to get to row 7. So why pay $150.00 more for the same seat the same snacks same Everything. The word loyalty comes to mind. Well, if you have NOTHING to make you special what's the use? Softer seats no, leg...
Read full reviewThe “Luv” Airlines loves you no mo’!
In using my Ticketless funds to make a reservation, I was not able to use them to purchase the seats. I called SW to see if I had done something wrong. The rep confirmed that “ticketless funds only could be used for reservations”. I responded that you need seats to fly on the plane, so how are they NOT a part of the reservations?! The rep said she didn’t...
Read full reviewSouthwest Unloyal A-Listers Lose 300-400 same day standby
Southwest Unloyal A-Listers Lose 300-400 same day standby Wow.. I made it a goal to only fly southwest.. as an A lister there was many benefits. Now.. it is almost impossible to utilize the same benefits. For example, you purchase a ticket and usually you can standby, now, new rules, you can only use the standby for the ticket price you purchased so, from...
Read full reviewDelay
We got delayed in Denver because of a storm end of August with an added announcement they had to refuel. We then got a message that we would arrive at our destination an hour or two later (quite reasonable). It soon turned out to be an overnight stay at the airport. we are not avid travelers, figured things were booked so we stayed overnight at the airport...
Read full reviewGreat flights for the price!
I usually fly with another airline just because they are so cheap but when I needed to fly from LA to Sacramento, Southwest was the best price around! I paid maybe $60 for the ticket itself and the flight was incredibly fast. By the time I got my snack and drink (for free!), it was about time to land already. I really enjoy how they boarded us as well. It was basically a first come first serve on choosing seats. The flight attendants were hilarious and made it such a good time!
Awesome Customer Service
Our grandmother passed away and we were in immediate need of a flight to bring my son home for the funeral. Jasmine did extensive research for us to find the best price for his flight home on such short notice. Jasmine exhibited patience with us and took customer service to a whole new level. We appreciate it very much and her supervisor Sasha helped as well. Thank you, Thank you so much. Your kindness and great service helped us through this very difficult time.
Sue Ann Collins & Diana Wyllie
Great team to fly with
I fly to Newark, NJ, two to three times a year on Southwest because of pricing, amusing flight attendants, and on time arrivals. Southwest's people give great customer service, too. One time, planes had trouble getting in and out of Newark due to weather. After a two hour delay, an agent flagged another woman and me and rushed us to another gate to board plane that was leaving for Dallas (our destination). She had snagged two seats on that flight for us without our asking. It was awesome!. I love southwest!
Southwest customer service is the best in the industry
Southwest customer service is the best in the industry. During recent winter snow storms in the northeast our flights were cancelled. Over the course of two day I spoke to 5 or 6 different people from Southwest who tried to help us get on new flights, they were all extremely helpful and polite. Due to the weather it was impossible to get on any flights and we were promptly credited the full amount of our airfares.
Thanks for being superior in customer service I will continue to be a loyal Southwest customer.
I have been flying Southwest on and off for several
I have been flying Southwest on and off for several years. Most recently I try to fly using them as much as I can. Their no bag fees almost always makes them the cheaper deal, plus the flights are reasonably priced even without that extra bonus! I have not used their wifi so I can't comment on that. I love their boarding process. I wish other airlines would follow suit. Check in 24 hours early or pay $10 for early check in and you will be able to sit where you prefer (not in the middle). I would recommend them to anyone. I only wish they flew to more places!
I’m sad to say that you should update this review, given that everything you said that you love about Southwest is something that they no longer do. Their flights are no longer reasonably priced; they no longer have zero checked-bag fees; they no longer use that boarding process; they got rid of early check-in; and you can’t sit where you prefer for $10 anymore (it’s $50 now, and only if you choose that option when you’re purchasing your ticket).
It’s terrible. I was a loyal Southwest customer for 25 years, but unless they drop their prices and switch things back to the way they used to do them, I won’t be flying with them again.
I adore Southwest!
I love Southwest! I have used a few other airlines and I usually regret it! The staff is always courteous and helpful. They were amazing during my young daughter's first flight and their employees went out of their way when I got stuck in a huge line at curbside check-in and almost missed my flight! They got my bag on my flight, which they told me probably wouldnt happen and I was helped through security to make sure I made my flight. I've had to cancel/reschedule flights and they were great about it. The planes are clean and roomy. Their prices are also great and I like the fact that they offer ways for you to earn rapid rewards points. I signed up to a survey website that you can buy points with the money you earn from the surveys and it goes right to your RR points account.
Superior Cust Svc, no nickel and diming
Southwest, in their advertisements as well as the way they communicate to Employees, is very revealing in their sincerity and seriousness in delivering world class customer service. I used to work in large corporations, so I notice this stuff. They capitalize both Customers and Employees. Ok, big deal right? But at least to the customer, they are respectful, courteous, and maintain a cheerful professional attitude, something that's got to be real challenging in today's world of stressful air travel, grumpy passengers, etc. I have never seen an Employee who showed any anger or frustration that they might be feeling. Their fares are good but not always the cheapest, but I appreciate that they don't nickel and dime you over everything like carryons, seats, baggage like other discount competitors. At least with the competitors, dumb looks are still free.
447 Southwest Airlines Complaints
Flight
I am writing on behalf of my brother, Philip Maitlen, who traveled from Indianapolis to San Diego on September 28th. (Confirmation CG98KI). He is 86 years old. He changed planes in Las Vagas and was scheduled to fly out after arriving at 2:25pm. He was notified that there was a delay until 4:08, then 4:46, then 4:26, then cancelled. He was then told to be...
Read full complaintFlight
To Whom It May Concern: My name is Denise Barrow, and I am writing to file a formal complaint regarding my experience on Southwest Airlines Flight associated with confirmation number AR16G8 on September 7, 2026, from Houston Airport to Ontario, California. Seat numbers During the approximately three-hour flight, I was unable to use the full width of my...
Read full complaint and 1 commentAssigned seating & traveling with minor children
I am writing to express my disappointment with Southwest Airlines regarding the seating assignments for my upcoming flight, WN176 from Denver to Minneapolis on August 10, 2026. I am traveling as the only adult with my three grandchildren, ages 12, 9, and 8. Our original seat assignments were 6E, 7E, 8E, and 7F. While I was seated next to my 9-year-old...
Read full complaintCustomer service
We couldn't book a flight on our laptop. We called an agent and he was impatient and rude. He hung up on us. We were trying to book a flight from Omaha to Denver. It was July 31st at 2:40 pm. I was calling from [protected] He said they were working on updates. He had no patience!
Read full complaintThe survey I just filled out Even this complaint doesn't want to hear what I have to say
I am writing to express my deep disappointment with the dramatic shift in Southwest Airlines' business strategy and the misleading 2-question survey I recently received. - Sending out a brief, shallow survey that fails to ask about actual flight quality, route availability, or overall customer satisfaction feels like a marketing tactic designed to produce...
Read full complaint and 1 commentDamaged paid for checked luggage which ad a rule I never do on Southwest as an A-list member. This trip was due to my move from ATL.
While moving from ATL too my new home. For the first time ever I paid for checked bags as an A-list member. Much to my regret past stories I read about Southwest bag handlers now became my lived experience. I traveled on July 14th 2026 from ATL to DCA flight WN 0866 confirmation BRLZK4 Please refund me as a loyal SW A-list member my $309.30 as compensation for two bags damaged which equals half my round trip ticket.
Read full complaintDestroyed property, lost luggage and rude treatment
On June 6, my husband, disabled daughter, son and I, travelled from Midway Chicago to Los Cabos, Mexico for our 25th Anniversary and vow renewal. When we arrived at Midway, the self-help passport machine malfunctioned. We were required go to the front desk to check in. The associate who waited on our party required the entire of 9 were required to reenter...
Read full complaintFront end service, SNA
I ordered through the web my tickets to Little Rock Arkansas for my brother's funeral service and I asked for wheelchair assistance and when we got to the airport, I noticed that option was not on my paperwork. We asked the lady helping us with our bag if she could apply it to my boarding pass. She said that she could and I did not realize it at the time...
Read full complaintRequest for refund/compensation for paid window seat not provided
I recently traveled on a Southwest Airlines round trip reservation and specifically paid for a window seat.However,when I boarded the aircraft,the seat I received had no window.
Because I paid for window seating and did not recieve it I am requesting the seat selection fee or other reasonable compensation such as travel credit or rapid rewards points
Desired outcome: requesting seat selection fee or other reasonable compensation such as travel credit or rapid rewards points
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Service
Hello, I am writing to express my deep disappointment regarding the way I was treated by Southwest Airlines staff on May 15, 2026, at approximately 9:20 a.m. while attempting to board Flight WN1095 from Charlotte to Nashville. I have been a loyal Southwest customer and a frequent weekly business traveler for quite some time. Until this incident, I have...
Read full complaintRefund/credit policy
Southwest has long been my airline of choice even with the unassigned seats with the 2 checked bags option making it a no brainer for me. I tried to plan my travel ahead knowing I always could make changes to my reservation if need be. When the change to 1 checked bag was announced, I figured that I would learn not to overpack. But in June 2025 I purchased...
Read full complaintIn flight seating for over size passenger
I was on flight 4172 yesterday from LGB to BNA and was in a wheelchair. I was assigned seat 3A which is a window seat. I realize that this was an upgraded seat but the problem was that the two individuals next to me were both well over 350 lbs and encroached into my space. The arm rests could not come down and I was pinned against the airplane wall. I'm in...
Read full complaintIncident on flight this evening
For a little background... I am a doctor and, previous to my flight this evening, I received a phone call that one of my patients was having a medical emergency and I let her know I was on the plane and would be there shortly. We were still at the loading gate and I wasn't aware of any rules that we are not allowed to take a call while at the gate. A flight...
Read full complaintIncorrect boarding pass issue at check-in-flight WN4157 on 11/30/2025
Incorrect Boarding Pass Issued at Check-In – Flight WN4157 on 11/30/2025 Hello Southwest Customer Relations, My name is Jacky Quang Lee, and I am writing to report a check-in issue that occurred on November 30, 2025, on Flight WN4157 (Confirmation CI2RF5). When I checked in at the front desk, the agent handed me a boarding pass that did not have my name...
Pricing then lack of service and being lied too!
First off, I paid $577.00 R/T to Las Vegas from Orange County CA. My RR# 20531719460 is, Outbound Flight was 8/22/2025, inbound 8/24/2025. Inbound was very late due to SW taking on too many bags why can't they count as walking on. Both flights said a quick 39 minute flight ( Big Lie) no beverage service. Both flights were over an hour and 15 min. This i...
Read full complaintJuly 23, 2024 and July 30, 2024 flight delays
Flight 1897 from STL. TO CLT. we encountered a delay, and when you are traveling with special needs children it can become a problem. Not to mention arriving in Charlotte NC. so late that we could not get our car form the car rental place. It cost us $80.00 to take a taxes to the hotel. We also lost a tablet in which both airports say it's not there. Our...
Read full complaint and 1 commentwheel chair availability upon return to houston
We returned to Houston re SW air flight 958 0n 8/11/23.time 4:50 pm. although ordered no wheelchair or attendant was available. The plane captain, last to leave the plane, took it upon himself to locate a chair which I push from the last gate to baggage. Totally unacceptable!
WE ARE AGAIN TRAVELLING SW, returning to Houston on a late flight, Nov.28, Flight 1585 from Baltimore, sched. 9:10 PM and are concerned that a wheelchair may again not be available. Please confirm that a wheelchair and attendant will be available. my email is [protected]@aol.com. My home phone number is [protected].
Preboarding
Hello, On Sept. 23, 2023 , I was on flight #2520 from Miami to Chicago. I was pre boarding out of the wheelchair because I can walk just not too far. All of these people started pushing forward. I was afraid I was going to be knocked down. It was a nightmare. I don"t know how 4 rude young people could need preboarding. They were joking and having a good time. I realize people need preboarding for all kind of reasons. But some just don't want to wait or walk. Sometimes people will admit this. I flew two other airlines recently and nothing like this occurred. What a terrible experience. Just needed to tell someone about this. I talked to some lady but she hung up on me. If I was rude I did not mean to be. I was just very emotional . All the workers on the plane were great. Thanks for hearing me.
. ... Penny Towery
Pre-boarding
I am getting frustrated with your pre-board policy .I am paying top dollar for business select for a1-a15 boarding and yet I am some times waiting for 15 to 25 pre boards.In Nashville last week there at least 6 young people under 25 and others with no obvious disabilities boarding .There were 4 other people in the a1-a15 line complaining as well.When we landed only a couple needed the the help to get off the plane as needed to get on.I am 62 with a bad left knee and bad right hip does this qualify me for preboard?
Luggage damage
I took flight number 112 to SJO, connecting from BWI. We were delayed in Houston for 3 hours due to a severe storm during which the airport was under lockdown. When I reached my destination, my luggage was soaking wet, and most contents were damaged.
I had 2 duffle bags, and water seeped through them into the contents. The duffle bag colors ran into my clothes (4 polo shirts, 2 dress shirts, 2 pants, underwear; all new), shoes (2 new pairs), electronics (blood pressure gauge, Garmin navigator), and other personal items. Most items had to be trashed.
Desired outcome: I believe a fair compensation would be $600.
About Southwest Airlines
Southwest Airlines complaints: history and resolution overview
Out of all reported cases, 41 complaints (9%) have been marked as resolved, while 405 complaints (91%) remain unresolved. The most recent resolved complaint, stolen personal item, provides additional insight into how customer issues have been handled.
Customer feedback spans multiple years and reflects a range of user experiences. A majority of complaints remain unresolved, which may be important to consider when evaluating the company.
Is Southwest Airlines Legit?
Southwest Airlines earns a trustworthiness rating of 91%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Southwest Airlines. The company provides a physical address, 17 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Southwest Airlines has received 10 positive reviews on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.
Southwest Airlines has claimed the domain name for southwest.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.
Southwest.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Southwest.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
According to our analysis, Southwest Airlines appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.
We looked up Southwest Airlines and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
However ComplaintsBoard has detected that:
- While Southwest Airlines has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 9% of 446 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
- We conducted a search on social media and found several negative reviews related to Southwest Airlines. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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