Southwest Airlines
reviews and complaints

I registered a complaint and assigned case #[protected] approximately 3 weeks ago. Yesterday, I finally received a response and found it a poor excuse for a complaint policy as it simply re-iterates a policy that I know and that I am trying to point out is no longer reasonable as a good faith contract between Southwest Airlines and its customer base. It is just another disappointment in a company I once had the highest regard and respect for.

In December of 2020, I had booked flight reservations for a holiday trip to be spent with family. Because of a surge in Covid numbers and the fact that one of the family members I would be seeing was a toddler and not eligible for vaccination, I decided to cancel the reservation and delay the trip. A voucher was issued and at that time, I was unaware of the time limitation for use of that voucher. Throughout the following year the pandemic issues persisted and I simply chose not to risk exposure for my well being and that of my family. I don't remember exactly when I contemplated air travel again, but when I did the voucher expired. I spoke to a SWA representative who, at a cost of $100, extended the voucher for another 6 months. I did voice my disappointment that SWA would not automatically extend these vouchers indefinitely given the uncertainty of air travel or that they wouldn't allow me to convert the funds in the voucher to points to be added to my Rapid Rewards account. I was contemplating travel in March, but again due to SWA's policy of not allowing both the use of points and cash options together, I was unable to use the voucher as it did not fully cover the cost of the flights I was booking. 3 weeks ago, I looked to book a flight to Atlanta for that long delayed reunion with family in late July. I tried to use the $142.46 funds that remained on the voucher, but was told I could not because the flight wouldn't be completed until after the voucher expiration date. This is where I had just had it. Issuing the voucher guarantees SWA that the funds for the cancelled flight will not be lost and will be spent with SWA. My attempt to use the voucher clearly demonstrates this. What possible reason could there be for denying these funds but for the two months between the expiration of the voucher and the date of travel? Even as I am writing this, a new Covid variant is surging prompting state legislators to consider re-instituting mask mandates and causing travellers again to have to consider whether risking exposure to a possibly fatal illness is a reasonable choice. People simply have no control over these circumstances and in many instances very little time in which to weigh options and make decisions. I don't place any measure of responsibility for those decisions on SWA, but they have to at least acknowledge that their customers are having to make them on a daily basis. Because of the voucher system, SWA won't lose those funds from a cancelled flight if a customer cancels, but consider the loss if one of those customers dies and never flies again. The current policy does not recognize this change in the way their customers are being forced to plan their travel plans. It is punitive and shows a complete lack of regard for these struggles that their customers simply cannot avoid nor mitigate. Until the medical community and the government's public health organizations can provide policies and practices that can give us safe, reliable options that prevent the choice to fly on a plane a matter of life or death, I would think SWA could do their part and see that the need to require a set amount of time for a customer to use funds in a voucher isn't a good faith necessity. Its a choice of convenience and disconnect for a company I used to really admire and respect. Also, the complaint policy that thinks dismissing a customers real heartfelt concern can be dismissed with a simple producing of the policy that is at the heart of the customer's complaint is a further demonstration of SWA's ability an/or willingness to hear uncomfortable truths. As with so many companies today, Customer Service has come to serve as interfence to a customer's ability to voice complaints and concerns and getting set aside for convenience. I would like to speak with someone directly who can escalate this to the proper levels and let SWA explain why they continue to promote a policy that punishes its customer base or better yet that SWA has heard these concerns and sees the wisdom and fairness in instituting a new policy based on the wide reaching problems shared by all of this during this very difficult time. SWA isn't losing money, nor would they be spending it to change this egregious policy, so that they should actually be asking themselves why it remains in effect. Thank you in advance for your consideration. I am loking forward to speaking to someone as this complaint makes its way to the folks that actually have the power and hopefully the desire to fix what is a bad policy. My name is Yolanda Desiree Blondeel-Timmerman, my SWA Rapid Rewards member # is398659155 and I can be reached at [protected]. The voucher # I am referring to is [protected]

Flying to seattle from san jose 2 hrs behind. Was late night so we made need to spend money and time to pick us up. Returning. I tried to get 2 hrs early or if I can stand by to a flight before mine. They won’t let me. I have to pay additional for the flight. And now my flight is 2 hour delayed. And I cannot be transfer on different city. I have to stay on my flight.. There is no way to get transfer it’s the policy.. Wtf.. It’s okay for them to be delayed but for passengers we have to pay for it. I’m not going to fly on this airline even the only airline available.

My husband and I booked a trip to Jamaica for February 25 through March 2, 2021. My husband and I both over sixty along with the rest of the group we all decided to cancel the trip due to fear of covid. My husband called Southwest we were told they could not refund our money but give us a 6 month extension and we would each loose $100 off our tickets. We were given vouchers good for August 30,2021 until February 28, 2022. Our daughter had been going through cancer treatment we discovered that the cancer spread to her brain in October 2021 she had to have whole brain radiation after that my daughter stayed pretty sick and in and out of the hospital until she passed February 4 2022. My husband and I both contact Southwest Airline there was nothing the agent could do. I was to to send an email to explain. I sent the email I explained everything and stated that I could provide any information they needed all we wanted was a few weeks extension to be able to take care of our daughters business and her 2 children. We were told they could do nothing that they had already give us a courtesy extension once. Our daughter was dying from cancer they did not even take that in to consideration so they just stole our money that was over $700. Great company only airline my husband and I ever flew never again.

To whom may concern,

I called Southwest Airline customer service for an extension on my travel fund 3VYPYI $44.00 expired on April 9, 2022. I was told no. Due to the pandemic I didn't do much traveling and can't book a fight before the expiration date. I can't imagine why Southwest can't accommodate me an extension. It's my money. Can you please give me an extension?

I purchased a southwest airline gift card on costco.com. The gift card didn't have an expiration date. I also paid extra for ANYTIME (fully refundable) tickets at southwest using the gift card. I had to cancel the flight, because my mother past away. Even thought I purchased ANYTIME airfare I received a credit, which expires on a date I purchased the tickets. Nowhere in terms and conditions of the gift card southwest airlines put this date restriction. I contacted southwest airlines, and they respond saying that I have to use the credit by the day I purchase the tickets, even though I paid extra for ANYTIME (fully refundable) airfare.

I would like the credit back on my gift card, or another gift card with the credit southwest airlines owe me.

Good morning, well not really for me,

I realize the TSA has to do their job. I fully respect that. I was a mom traveling alone with my big ole purple suitcase from Texas to Connecticut. Filled with clothes and gifts. I also needed the suitcase to let my daughter use it to fly to Paris next weekend.

What a surprise when I got to the Luggage carousel. My suitcase of perfect condition was broken, as you can see in the photo. How does that happen in transit? It was good and sturdy. It was opened and broken. I am not happy. I cannot use this. Duct tape will not work. (Truth and joke there.)

You probably cannot do anything for me but now I need to purchase another suitcase this week. It really isn't fair and nobody has a money tree. I just hope you realize what is happening and I hope the roughness stops. Please do not let this happen to other people. It is not kind nor responsible. Train your TSA people better than this, please. It is costing me and I am not a criminal. I attempted to call each number on the slip, but got nowhere so I figured I needed to email you this along with a photo.

I was on Southwest airlines.

Flight 231

Kindly,

Bambi Marangio-Pitts

I lost my personal computer on my flight from Denver to Philidelphia 11/6/2021, it was on the second connection. I left it in the front pocket of my seat on accident. I called and filled out the lost item form and received emails saying you were looking for the computer, and then ultimately on 12/7/21 I received an email saying that we could not find the computer and the case was closed. Fast forward to 2/15/22, I got 3 emails in the span of 2 minutes (I only attached screen shots of two because one was a duplicate). The first email said they could not find the computer, the last email said it was found. It asked me to pay shipping which I did, and my computer was sent to me. It was sent by a Craig Martin at Lost and Found Central on 3509 S Broad St STE 202 in Scottsboro, AL 35769. Initially I was very happy and did not question, but I noticed some irregularities. My password, name and background and files are still there from what I can tell so far but the entire format of computer has changed like it has been factory reset almost. It also still had battery when I turned it on which it shouldn't after 4 months. Also, the screen protector was previously cracked and has obviously been replaced.

I have solely gotten emails from [protected]@lostandfound. aero and I do not even know if this is an official Southwest email, or someone impersonating Southwest. I tried calling customer service and I even gave them the package number on the email and they could not give me any information at all which is really concerning.

I sent a facebook message to Southwest and received this in response: Kenny, I apologize for your frustration in our handling of this situation. As you may know, carryon items are the responsibility of the Passenger. If an item is left onboard and is located by one of our Employees, they will turn it over to that Station’s lost and found. If the item is not claimed after 24 hours, we send it to our third party contractor who track and associate lost and found reports with their items. In this case, since you've received your item from the third party contractor, you will need to communicate with them in regards to any damages or issues related to your missing item. I apologize for the inconvenience.

First of all, I did submit a claim within 24 hours so why was my item handed over to a 3rd party? And how can we not know what happens with these items when you literally assigned an item number to my computer? How did they even know this was my computer?

The bottom line is, there is evidence that someone tampered with my computer within the 4 months it was 'lost' with Southwest or some 3rd party company.

I need to know why my computer was sent to a 3rd party when I filed a claim within 24 hours of it being lost, and why it took 4 months to 'find' my computer, and why there is evidence that someone tampered with it (battery is not drained, formating of computer is different, screen is no longer cracked)

To whom it may concern,

My name is Jubal Dunnigan and I have been using Southwest Airlines and southwest vacations for almost 20 years. However because of the terrible customer service and prejudice I will be stopping after our up-and-coming vacation this April. I have contacted customer care numerous times and had no customer care or service. I am sure you receive tons of e-mails, and my 15 to 20 people that travel numerous times a year together for vacation won't be a big loss. But I figured I would let someone know why you are loosing customers. Being a Regional manager of a large corporation, I would like to know when my team is being selective in their customer service and nor treating people fairly and the same. We have a large wedding party going to Jamaica  (54 people) and we booked our trips early last year. Several of the people going were watching the price of the trip for others to join in. When the price of the same trip and same reservations as ours dropped, several people called and received credits for airfare from southwest. The same people called numerous times as the trip continued to drop. I called and was told there was nothing that southwest or southwest vacations could do for me. I spoke to a customer care rep via text and he agreed that there was a significant price reduction at the time we spoke...1800.00. After we text back and forth for a bit, he told me I had to call back and speak to someone live to get the credit... I still have a copy of the text. It took me 2 days of sitting on the phone for hours to finally reach someone again. They told me once again that I could not be helped. I guess all the others who were helped and received credits were more important than me. So I just wanted to take a little time and let you know what your team is doing in the field per se. I will start looking at alternatives too southwest to plan my vacations and business trips in the future. Have a great day 

I used to be a frequent SW flyer in the past before entering company preferred air travel- recently I booked a flight on SW:

On Wednesday, January 26th, SW 398 from DEN to SEA, there were multiple passengers throughout the flight who were not wearing masks. I was sitting in row 11, and while in flight, I visually saw 3 passengers (all in front row of me) who chose not to wear their mask entirely, or below their nose, or intermittently when flight attendants walked by. When drink services came by, I did mention to a flight attendant that a gentleman had his completely off (30min into the flight, speaking with his seatmate, who intermittently removed her mask). The flight attendant had already requested the man to put it on before getting to my row- but he did not comply. Once the plane reached the gate, and passengers were standing up to begin the deboarding process, I counted 10 passengers within my immediate vicinity (5 rows in front/5 rows behind) who had masks dangling from an ear, loosely over their mouth only, or just not at all. Most placed it somewhat correctly once exiting.

There was only one announcement for mask compliance at the beginning of the flight. Flight attendants did not enforce this FAA mandate. I feel my exposure and risk was increased due to passenger incompliance and lack of announcements and enforcement. I have flown several other airlines, and it is normal policy to either make additional announcements throughout the flight, individual compliance requests to passengers, and/or the consequence of police meeting the plane at the gate for those passengers who do not comply with the law.

I will actively choose not to book on SW in the future, and I will be sharing my safety concerns with others who consider flying SW.

Amanda

Customer service at Southwest counter in Albany horrendous. My flight was delayed twice. I was told flight was in the air. When I enquired as to the issue I received a Karen rant from one of four workers socializing behind the counter explaining that they were working as hard as they could and it was a manpower issue. . I fly every other week on southwest and delays have been common but this is first time I have been berated by an employee over the matter. Switching to JetBlue. All their flights were on time today.

Our flight back home was canceled the only options we were given were much later times with multiple layovers. When we called it took 2 and a half hours to speak with a rep who failed to fix the reservation. So, we had to call back a second time and again wait on hold over 2 hours. Then they did not honor the "early bird" we paid for and we got bumped all the way to the back of the line on the new flight. Terrible service, very high likely hood your flight is canceled. Service is horrible. I have no positives about this airline. It is trash. Never fly with them again ...my advice book with a major airline southwest is not worth the headache.

white woman can travel with any other race daughter son any person under aged

I am flying to the USA and was thinking about using your airline, and was especially looking forward to hearing the pilot sign off with the immortal words ‘Let's Go Brandon'
However I have heard you are having an investigation into the pilot who cheered everyone up that day, so unless you make it mandatory for the pilots to sign off with the words ‘Let's Go Brandon' I won't be flying with you, kind regards

I have received no response to my letter:

Via email and US Mail
10/20/21

Laura Sanders
Southwest Airlines
2702 Love Field Drive
Dallas, TX 75235

Re: Case #[protected], Karryl Turney, Rewards #[protected]

Dear Ms. Sanders:

I received your email response the above-reference case indicating that I would receive a $150 voucher for my inconvenience. Please reconsider my request for a refund, not a voucher or credit, for the full amount of my flight expenses in the sum of $737.94, representing $497.96 (Confirm 23ZN7O) and $239.98 (Confirm 2OVD8V), respectively.

On October 9, 2021, my round trip from Austin to Manchester was cancelled when I arrived in Midway Chicago. Southwest delayed my flight #3081 to Manchester from Chicago and rescheduled me for the evening of October 11, which means I'd lose 3 days of my photo trip. I incurred $2, 750.00 for a private N.E. photo tour from October 9-16 with six other photographers, which is not refundable. I spend the night in the airport (with no vouchers for food or a hotel) and, after many changes by Southwest, got booked by Southwest to go back to Austin the follow day on October 10th. Southwest customer care line came with a 120-minute minimum wait and the SW cell phone app was not syncing. Help by Southwest personnel in the airport was a challenge due to long lines of 60+ at every gate. Any communication was sporadic and inconsistent.

Somehow, my luggage was sent to Manchester the night of October 11th on flight 3335 in the evening and was not available to be rerouted for pick up in Austin until 10/15 (Confirm 2OVD8V, Bag Conf #[protected]). Therefore, I waited 6 days for my luggage and had to pick it up.
Know that I'm a senior citizen who has been a long-term customer of Southwest and shareholder. I respectfully request that you reconsider compensating me for my miserable travel experience due to Southwest's staffing/operational issues. The weather that day didn't affect other airlines. I missed a unique trip and incurred substantial expenses. I now question Southwest's concern and loyalty to its customers.
Sincerely,
KARRYL TURNEY
Karryl Turney
[protected], [protected]@gmail.com

Do not use Southwest Airlines as they do not respect or recognize the pandemic that has plagued the world over the last year. Many seniors due to restrictions have not been able to travel due to high risk situations and yet Southwest is profiting off of fares that were purchased just prior to the pandemic starting. I booked a ticket in Aug of 2020 for a flight in Dec 2020 for my 79 year old father. Southwest would only honor tickets for 1 year despite the on going pandemic and no notification/communication of expiration. During this time my father suffered major health issues and was not able to travel. Southwest claimed because they have been offering flights during the entire pandemic they will only honor 1 year expiration. I have lost out on airfare and they are profiting off of those less fortunate during this time. I will no longer ever fly with Southwest and will be sure to share my experience with this company. Truly not a reputable company. If there are any class action lawsuits would like file a claim.

I am a frequent Southwest Customer. While I have been vaccinated, I do not believe that it should be mandated. It is against our freedoms!

We will not be flying Southwest so long as you mandate the vaccine!

My confirmation number for flights SDF to Bwi 10/12 SW Flight 1343 departing 7:45 arriving 9:20 was cancelled New flight 2222 departing 5:45 am arriving7:20 am. NO Notificatiokn

Connecting flight 471 BWI to PWM departing 1100 am arriving 12:30 pm cancelled changed to flight 616 departing 1055 arriving 1220 PM. NO NOTIFICATION.

Return flights 10/18 Flight 175 PWM -BWI. Depart 4:35 arrive 6:10 pm. Cancelled and changed to 1846 1:05 pm arriving BWI 2:40 pm. BWI to SDF 9:10 pm to 10:50 flight 581 cancelled and changed to flught 505 4:20 pm to 6:05 pm.

Four flights, four changes, NO NOTIFICATION. ONLY REASON I KNEW WAS A PROGRAM I USE CALLED TRIPIT ALERTED ME TO PROBLEM WITH ONE OF THE FLIGHTS AND TOLD ME TO CALL SWA.

AFTERWARDS I CHECKED another trip confirmation 4YRWRX. DIRECT FLIGHT SDF TO PHX CANCELLED. NO OTHER DIRECT FLIGHTS. HAD TO CHANGE MY FLIGHTS. AGAIN, NO NOTIFICATIONS.

THESE ARE FRUSTRATING ENOUGH WITHOUT ADDING INSULT TO NOT EVEN GIVING US TIMELY NOTICE WHICH CAN BE AUTOMATICALLY PROGRAMMED TO BE SENT. BUT SWA DOESNT CARE ENOUGH ABOUT THEIR CUSTOMERS TO GIVE US THIS COURTESY. THERE IS NO EXCUSE FOR THIS

WARREN ALTER, multi year AList flyer.

Unbelievable amount of flight delays and changed flights this year.

I'm A-List Preferred and fly 70 times a per year. What a mess Southwest has going on. Recently started booking United and have had no issues.

Today my wife delayed out of Dallas to ST Louis, and going to miss connection flight on Cape Air. Likely have to rent car now.

I have always use Southwest Airlines, but after my last two trips I'm not sure anymore. Both trip one in July and the other this week. After boarding both times we were told to disembark because the plane did not have the maintenances done. Which lead to and 2 hour delay. I have a trip in October in which I'm thinking about canceling and using another Airline. I feel that Southwest should have given me some type of refund or something for me being inconvenience after relaying me. I am truly truly disappointed in Southwest Airline

Flight #3KPFV7

This complaint is in reference to Flight # 1042 for 8/26/2021, Myself (Connie Grady and my fiancé Vincent Layne was on Fight 1042, the way the whole situation was handled was totally wrong. First they said the plane was overbooked and ask for volunteers to receive $1200 voucher and fly to Houston Texas and next day to Montego Bay and then they said passengers with boarding passes C6 and above could not board plane and they were given several offers. So we board plane and after several hours and several excuses flight was cancelled and we offered NOTHING! We was giving another boarding pass for flight 1042 leaving 8/27/21 We had to spend the night in the airport no where to sleep and nothing to eat! We missed a day arriving to Montego Bay to stay at Secrets St. James. We didn't have money for hotel! This was a horrible experience for me! Everyone I have spoken to states we should have been put up in a hotel and given a food voucher or given another free flight. Southwest ruined my first trip to JAMAICA! I can be reached at connie. [protected]@hotmail.com or [protected]