Southwest Airlines

I have love this airlines for many years. Yesterday broke my heart. I checked my brand new luggage with a plastic cover on it, only for it to arrive to Orlando with no protective cover and was severely scratched and marked. The woman at baggage claim lacked empathy completely. I spoke to her manager and made the damage claim online. Dexter the flight attendant was the highlight of my 13 hour day of delayed flights. That girl at baggage claim needs a better attitude. It’s not possible the place cover fell off. I had to squeeze it in there in the first place. Empathy and professionalism goes a long way these days. Hurts worse when it’s lacking. 😢

Its too bad that one employee can give this big operation a bad rap. I love flying SW Minimum twice a week but having a rasist person treating me with no respect as an older and a customer with top status is not acceptable. Spoke to the manager of the shift and told her and I hope she wont be scared to report her. Burbank CA Otherwise I love SW and the staff I fly all over the country with SW %90 of the time. Las vegas airport gets so busy that sometimes tells the airlines to arrive at a later time therefore the delays so dont let that to hate the airline you fly with .

SW allowing 2 carry on bags, and their boarding process set them apart from all other airlines, We used to live in a time where all airlines we reasonably priced and didn't nickel.and dime you for every thing you needed, it's a giant public transit system, with flights all day every day, we already paid way more than normal just to get from point A to.B, we already have to line up like cattle and check in, our families can nolonger wait with us while we are at the gate like they used to when I was a kid, bc of evil ppl who have harmed us during travel in the past, it's unfortunate that bad apples caused more precautions that make simply getting to and on the plane an obstacle of sorts, The least these other airlines could do is have some compassion for the ppl that paid for the flight...inflation has ruined this country. Wars and Drugs brought in have left families fatherless which is why ppl forgot how to act in public, bc most families are broken and lack family values. But South West has seemed to hold onto values as they value their customers and do the best they can to make them feel welcome, I hear they are changing the first come first serve boarding procedure, probably bc some more bad apples ruined that, now ppl will have to be held accountable for the seat choice they make in advance to avoid all of the fuss.

"Absolutely horrendous experience with Southwest Airlines. Not only did a flight attendant spill Dr Pepper all over me and my laptop, ruining both my laptop and clothes, they also canceled our flight to New York, leaving myself, wife and daughter who's on her way to college stranded in Dallas for two days with no accommodations provided. To make matters worse, they've lost our bags and the airline has been absolutely useless in assisting us with this nightmare. Avoid Southwest at all costs! They ruined our trip, caused immense inconvenience, and have shown zero customer care."

I've had great experiences traveling with Southwest Airlines. My last two trips arrived early and boarded and left on time. The boarding process was quick and easy. One recommendation is to provide boarding details for families who have a child 6 and under and other children who are older. For the safety of children, it would be ideal for the whole group to be able to board during Family Boarding. The flight attendants are happy and attentive. The snacks on Southwest are healthy and taste good.

Life-long customer that you lost today. Had to check my carry-on because all your employees had already taken all the storage, and then you turned around and canceled the flight after we were sitting for a half hr. Now we get to wait hours for our luggage with no update, and maybe it might come up later, but your employees can not even tell us that. I understand things happen, but there is major room for improvement in your procedures.

The only reason I give a 3 star is because the flight attendants were excellent. I flew Oct. 29 2024. I arrived at Birmingham, AL to check my luggage and the prices increased from maximum sized bag fee of $125 to now $200 overnight. They had me split my bags to accommodate for their price hikes. SO I paid $150 instead for a third bag. My bag was searched by TSA, my safe was broken and somewhere along the travel from AL to SEA my items in my safe went missing. I received all of the pieces of my luggage but my travel pack(Which didn't have my safe in it) was also disassembled and had no tags on them, and the straps I had used to secure my pack to my frame were taken from my luggage as well. Southwest Airlines are thieves. I filed a claim and they said because I didn't do it within 4 hours of receiving my luggage it waives their liability. Do what you will with this information, I will not support them or their subsidiaries.

One of my favorite airlines with best service in the US. Plus you get a 2 free check in bags for free. My nephew took a nice shot of our flight taking off from Las Vegas to Dallas I was in an evening flight than I contacted the customer service for a standby flight she informed me how many seats available plus I can do it online too. Great airlines & great service

I have come to a much greater appreciation for Southwest Airline's baggage rules and (lack of fees). Two of Southwest's competitors have some very aggravating guidelines when it comes to their "free" carry-on baggage policies. It wasn't until I did some digging and read the "fine print" that I discovered that one of the competitors had a footnote saying in effect that usually all of the room in the overhead compartments are taken by the time people flying Basic Economy board the plane and that will result in you having to check your carry-on bag for a fee. The other competitor had a footnote stating that their connecting flights might not have enough room to store a carry-on bag, so again, you'll end up paying a fee for your "free" carry-on bag. At Southwest a "free carry-on" MEANS your carry-on will be FREE! No "by the way ..." Another reason that prompted me to write this review is that if Southwest offers your flight at a lower fare than when you purchased it, they will offer passengers flying "Wanna Get Away" a credit that can be used towards the purchase of a future flight, AND the credit doesn't expire! Depending on the option you choose, i.e., such as "Business Select", "Anytime", or "Wanna Get Away Plus" the difference could even come back to you as a refund. Plus they don't charge you to the change! I'm not 100% sure, but I doubt any other Airline offers this option. Finally, it was somewhat difficult for me to figure out the steps to take to get the credit, so I called SW on the phone. Within 5 minutes I was talking to Michelle in Texas and she walked me through the entire process. On all of my future flights; if Southwest flies there, then that's who I'm flying with!!

The Southwest experience at Dallas Love Field was great. We arrived around 7am for our flight and flew through both checking our bags and TSA. The terminal was large and inviting. It was busy, but never felt crowded. And there were plenty of seats to accommodate everyone there. Though I will say most flights departing around us were 75% full or lower. The area might be a lot more crowded with less available seating if it were later in the day and the flights were full. Gate agents were all incredibly friendly and helpful. You could tell they were prioritizing customer service over herding everyone into lines & into the plane. They especially were friendly to all 3 of my small kids. It's little touches like that which really help keep the air travel experience a nice one & way less stressful than it could be. A lot of the low reviews on here seem to be for Southwest as a whole. I am only speaking about the Dallas Love Field staff & experience and I had a wonderful one. Both arriving and departing were seamless and enjoyable. And that is completely the result of the wonderful staff stationed at this airport.

YouTube Jolly "Fats" Weehaken Airlines. That seems to be the direction SW is going. Herb kicks it and the slow descent started then. Talk about not worth saving $20-30. I won't get my plans back. In the past when they dropped the ball you would get a resolution at the gate. Now you get automation. They have done the math and know people will not pursue. Flight change notifications 26 minutes before boarding call is *hit I expect from Air Tran level carriers (no offense to the budget carriers). The last 4 flights I've taken with SW have had issues. It's a reality check and it's not a good one.

Brinkley at baggage claim was absolutely amazing!! I accidentally left my bag on the plane, and she provided excellent customer service. After not being able to get a clear answer on the phone, we decided to make the drive back to the airport and try our luck. Thank God for airtags, patience, and great customer service. Thank you again to Brinkley and Jocelyn (supervisor). You both literally saved our vacation.

Southwest Airlines is usually a hit or miss. My overall experience is that they're mostly hits. There have been a few flight delays, but not bad, which is why I've flown with them more than any other airline in the last few decades. And I'm thankful for Southwest on this last run. Party of three layover at DFW with American Airlines. Thing is that connecting flight was cancelled (due to weather, not their fault) and the next available flight wasn't until the next day. No way in h377 I was gonna spend my 50th birthday night at the airport. I looked up MSY flights via Southwest and boom: score! Made that DFW-DAL Uber run to get on that flight. Came through with time to spare. Weather delayed our flight an hour, but we still arrived at our destination with plenty of time to start celebrating the birthday week! Whatever we paid for the flights was worth it. So yeah: Southwest saved the day! And they remain my preferred choice for travel...

My Southwest Airlines flight out of Dallas was very good to me!! Flying out of Dallas Love Field Airport, I had an early morning flight back to the Bay. A quick and easy boarding process, and I had the whole row to myself!! I got some good sleep on that flight!! Also love the free checked bags and good pricing when they have their deals going on. You usually can't go wrong flying Southwest!!

I like Southwest airlines and would usually give them a five star review. However even though my experiences have been good so far I'm not a fan of assigned seats and that is the Big Change of 2025. So they have lost a point with me for now and we will see if I change air carriers in the future.

Mostly, I'd agree that you shouldn't review a company again and keep the rating the same. Well, this is a little different. In my opinion, Southwest Airlines had started to dip toward 4-star territory. Some of it was the pandemic. Some of it may have been getting more and more used to Southwest and its luster fading, including coming across the rare, disinterested employee aboard. Southwest has been said to be behind the 8 ball in some areas. Some of that has changed. Within the last year or so, Southwest introduced bag tracking. I know that the app shows the movements of one's checked baggage. I'll say that, on my phone, I was impressed with how simple it is to use and how clear the graphic presentation is. Another thing that was a little behind the times was the availability of charging one's devices. I've found that, on a few 737 Max flights, the chargers are right there on the seatback in front of you and available to every seat on the plane. It's just a matter of time before it'll roll out to more aircraft. The reality is that, even on some legacy carrier domestic flights, some economy seats are also devoid of access to charging. Since most of the flight segments Southwest operates last 2 to 3 hours, one can make a point of charging a device prior to boarding. Or they can bring along a small charging device. An activist investor group now has a major stake in Southwest and wants to make changes. To what? I think that Southwest itself has started the fine tuning, as indicated above, and it'll probably continue. Granted, Southwest does not offer "red eye" flights going from west to east. I used to love these ... or I thought I did. The reality is that, assuming you had a full day before, you will be a wet noodle, especially if heading to the office, and, if not going home or to a relative's place, a hotel will not let you check in that early in the morning. With few exceptions, the positive aspects of "red eye" flights cancel out quickly. Southwest has cattle call seating. I've found that if I check in on time and get boarding groups A or B, I usually get a seat I like. However, if one is relegated to group C, the pickings get slimmer. If they do go to assigned seating, I wouldn't really mind as long as it's free of charge for most of the regular seats in the cabin. Southwest says that's where they are headed, anyway. It could reduce the querying in the queue: "What number do you have?" "What number do you have?" Or maybe one could look at that as an ice breaker or social lubrication. Lastly, Southwest's baggage allowance is something laudable. Most people don't even seem to board 2 pieces of luggage but, for those on a long trip, going off to school, or relocating, this makes it very easy to consider Southwest first. Their tinkering with this will change the "less is more" Southwest born from a napkin sketch in 1971 into looking more like Allegiant, Spirit, and Frontier with their packages and memberships - or like the similar cheapskates in Europe (Ryanair, etc.) - who will nickel and dime you, and drain you in some instances, if you don't cross your t's and dot your i's very carefully when planning your trip. With the bag tracking that puts one at ease and device charging making its way onto plane cabins, Southwest, seemingly dipping to 4 stars, keeps its 5 stars. If there is a push to eliminate some of the flexibility and convenient perks, Southwest's brand specificity and nichemanship might erode. They'll lump right in with Spirit, Frontier, and Allegiant, which, when I see those other carriers on Google Flights as the cheapest picks, I steer toward the legacy carriers if I have bags to check and am interested in where I sit. If the "new" Southwest chips away at the flexibility and convenient perks, the reflexive inclination to consider Southwest before the legacy carriers will probably wane, for me and many other customers.

I miss bumping into Herb since I began using SWA in the late 70's. Always, SWA has taken good care of me despite politics and rivals making it difficult for SWA. I know there have been some tough travel days and weeks for SWA over the years, but not on my flights. The App works well, I'm used to the preflight check-in race to get a "A low number", tricks on how they might send your luggage ahead on another plane, and how to just relax and let them get you there. Love Field is close to me and SWA usually has the better deal to get me where I want to go, cheaper. It bites having to change airports, but understand why SWA was forced to do that. Now, if they would just add chargers for personal devices on all of their planes...

I flew from Dallas to Buffalo on with my paid and appropriately tagged pet carrier. I went to the Buffalo airport for my return flight with the same carrier and tag from a week ago and the SW employee at the full service desk told me my carrier was too big. I have used this same carrier for at least 12 separate flights as I explained to the employee. I have never been stopped from getting on a flight. He gets out a tape measure to check the carrier and states it is too big. He says he calls SW HQ and has me stand to the side while he is waiting for a call back. He then gives me a tiny Southwest carrier and says that this is the only size that the carrier can be (which is not true according to the SW website) despite the fact that there are people in line behind and next to me with bigger carriers, including a giant pet stroller. His supervisor, Jose, then comes over and says I cannot fly. I explain the situation and he is rude and condescending, saying "he understands the situation" and repeats over and over that he can "only control the situation at this airport" and "can't control all the other SW employees that incorrectly let me on a flight." So now I am stranded without a way to get home with my dog and a carrier that I was allowed to fly with one way but not allowed to return. Rules are not rules if they are not enforced. If my carrier was too large, why was I not notified 8 years ago? At the very least, why was I not notified at my home airport so I could at least drop her back off at home and still fly? Now I'm with my dog at my parents' house without a way to get back. The SW employees were supremely rude and condescending regarding the whole situation. I get they have to do their job but throwing every other employee who has tagged this same carrier under the bus is not professional nor consistent. So not only did I inconvenience my parents with a 3 hour round trip to Buffalo and an extra night at their house, I also had to drive 18+ hours back to Dallas from NY with a dog , missing out on work hours and having to pay for a rental car, a hotel room, gas, and food, just because one of your employees seemed to be having a bad day. I will actively avoid flying Southwest ever again after this experience.

Another great check bag process on the outside curb service by Angelo. This guy is a true professional and knows customer service. The absolute fastest check in process I've ever had at Southwest Airlines. Angelo would be an excellent mentor for the younger customer service agents checking bags. Angelo has it going on.... A true professional... Thank you Angelo for making my morning great

Dear SWA, I thought I would give you a try in hopes that you learned something from your post Christmas travel meltdown a few years ago. Sadly, this does not appear to be the case. I booked award travel for my fiancé and I from Ontario, CA to Kona, HI. We made it to Honolulu and our flight to Kona was cancelled due to weather. You put us on a later flight and even found pilots to fly our full plane load of passengers from Honolulu to Kona. The plane was loaded, passengers, seated and buckled and the boarding door closed and we were just getting ready to push back from the gate and the pilot shut down the engines and came out of the cockpit to address us passengers. He said someone from Dallas called them and told them there was not a parking spot available in Kona. I call bullshit on this because I have been flying into and out of Kona for the past 20 years for work and there is more than ample parking for many planes of your jet's size in the cargo ramp area in addition to the terminal area. So we had to deplane and try to figure out what to do next. We were told to go to gate 5 and talk to your gate agent. She was a skinny Hawaiian, Half A Hawaiian or some other mystery meat with a scowl on her face and a bad attitude to match. I calmly and politely asked for a hotel voucher and she copped a mean and sassy attitude and said I'm calling a supervisor and we're not giving you a hotel voucher because this was weather related. I politely told her we were told it was a parking issue by the pilot. She said I'm calling a supervisor in a disrespectful to your elders type of attitude. I told her to forget it and my fiancé and I left for baggage claim. We got our luggage. The only hotel available was a $328 a night Hilton in Waikiki. We then incurred another $120 round trip Uber cost. I also forfeited my points used at The Hilton Waikaloa for one night for a room I couldn't use plus the Hertz points I had to forfeit for a day of car rental I couldn't use. I then lost an entire day of my vacation because I had to travel another day. I just can't believe how rudely and disrespectfully we were treated by your mean gate agent. I can't in good conscience recommend your airline after this incident. I really hoped you had gotten better but sadly that's not the case. I first started flying Southwest in the late 80's when you were fun to fly. That doesn't seem to be the case any longer. It seems your airline is more concerned about its Wallstreet Rating and Executive Compensation than you are your passenger's experience and happiness. I want to be reimbursed for my hotel in Waikiki, my Uber Costs, my lost hotel night in Kona and my lost day of rental car. I am saddened by how little your employee seemed to care for us stranded passengers.

We recently flew Southwest from Denver to Salt Lake City in January 2025. During that flight, my bags were lost and although the agent in Salt Lake tried to be helpful, he said his "hands were tied" and he was "unable to do anything" for us in the way of refund or whatever. They did offer to bring the bags to the hotel, however that did not compensate for the lost time and money wasted due to the incompetence of their staff in Denver. It is ABSOLUTELY REDICULOUS that my bags were lost through no fault of my own and yet they act like they are doing us a "favor" to deliver the bags to our hotel - less than 15 minutes in downtown. Please understand - I fly Southwest ALL THE TIME. I am an A++ Premier Frequent Flyer with a Companion Pass (i.e. I had over 100k miles last year) and I travel almost weekly for business. I understand that mistakes happen, but Southwest ha always been good about offering to "make it right" - either with a voucher, or a refund, or something - until now. What was most infuriating is that the agent WANTED to help. He even commented that "when they asked upper level management about doing more (because customers frequently complain) they were told basically "be glad you have a job, because corporate wants to shut down the SLC location" ... SHUT IT DOWN? The simple fact that anyone at corporate would even THINK of shutting down a location where customers travel is appalling and stupid! Instead of finding ways to close business and save money (at the expense of your customers), you should be focused on providing excellent 100% customer satisfaction on EVERY SINGLE FLIGHT!! This flight was a business class flight - meaning I paid more than a "regular" customer to get better service. If the customer agent had even offered me a fraction of my flight cost as a refund for my inconvenience you would have received 5 stars and I would still be singing your praises. Instead - because your company is to be cheap - I am taking time to write this review, as well as posting on my social media about my experience to let other customers know how Southwest treats their customers when their employees make a mistake.

Southwest Airlines is my go to airlines because they include free checked bags and have affordable pricing. Some of the gate agents are fantastic and some are really bad. Airline attendants are average. One flight I had charging ports on the seat back in front of me. That was cool. I like WhatsApp being free and texting on iPhones. Had a drink coupon so I got a Chardonnay on the way back. Good flight.

Flight 434 phoenix to Dallas and crew were excellent but unfortunately I felt like I was sitting in a petri dish. They need to do some deep house cleaning. Pretty sure they can do better. Gave 4 stars for over all experience but no stars for grim.

Five stars all of the way! I only recently started flying Southwest, so while I have no status, it doesn't really matter. The service in EVERY ROLE is absolutely STELLAR. I had a flight back on NYE and the agent was able to move me to an earlier flight to get me home sooner. Stacy, the agent, is an absolute ROCKSTAR and super helpful: TY! The employees seem to really enjoy their jobs, from gate agents to flight attendants and everyone in between. Super convenient out of Love Field. THANK YOU ALL!

This airline pissed us off very badly.... First, they kept pushing our flight back ten to 20 minutes, every ten or fifteen minutes, until we were an hour or two behind leaving schedule. Second, we arrived to the airport 30 minutes early still, and TSA was gone. Nobody had told us we were supposed to be there when the original flight was scheduled. There were multiple confused passengers who were frustrated with TSA and Southwest. So we ended up having to ride bck to Tulsa in a rental car, with a random guy who had so many points get free cars. Third,we bought specific seats but were not told that it's first come, first serve, sit wherever you can find! This happened on August 9th at 9:40pm.

This airport is amazing! The airport is very clean and the flights usually take off very soon. I have never experienced turbulence or bad flight attendants when I'm flying southwest!

I am 47 years old and a frequent flyer on Southwest. I have never encountered this kind of customer service on any airline before in my life. Barry is the name of the flight attendant that yelled at my 3 yr old daughter. She was sitting at the window seat. I was sitting in the aisle seat and my wife was in between us. I woke up to Barry leaning over me with his head right in front of my face yelling forcefully and directly to my 3 yr old daughter. My wife was in shock and froze. My daughter had put some decorative children's tape on the window and seat in front of her. It peels off very easily. It's one of several plane activities my wife had prepared for our young daughter. We removed the tape immediately. I don't mind Barry asking me to remove the children's tape or for my daughter not to put children's decorative tape on the window and seat but his tone was intimidating and scary. His aggression toward my 3 yr old daughter was uncalled for, rude, and embarrassing. He is a loose canyon. I could hear others around me talking about how he acted and I decided to try and say something to him. Next time he came around, I politely tried to suggest to him that he did not need to use that tone with my 3 yr old daughter. He immediately snapped cutting me off and said something like, "if you don't like it, write a letter to Southwest". I couldn't believe it. I had tried to ask him nicely and he was doubling down. He continued, "this is not your property, if you think it is ok to deface someone else's property, then write a letter to Southwest". I was calm and was trying to talk to him discreetly, but he was loud and made a scene. I said, "I didn't say anything about WHAT you said, I'm talking about 'how' you said it". He did not seem to understand the distinction. He said, "I don't have time for this. If you have a problem with what I said, write a letter to Southwest" It was a very unpleasant experience and I hope no one else has to go through that.

De jon Gate 9 12/15/2024 Great costumer service, really nice manners. 10/10. I would Recommend him to have a bonus, that's how great he was.

I've been flying southwest for over a decade. You can't control when they have issues with flights delayed or your baggage getting lost. The amount of time and effort they take into streamlining your travel is quite intense that you probably can't wrap your head around. With the shortage of workers and pilots there is bound to be problems. Some of the best pilots and attendants in the industry so just remember that.

After a long day, my daughter and I were just trying to get home. There was an active shooter at an event that we were attending and because of that both of us were a little shaken up. The gate agent was very rude and ultimately I was racially profiled and my daughter was taunted. The manager looked my daughter in her eyes and told her stop crying because she still wasn't getting on the flight. And laughed in my daughter's face as she continued to cry. She laughed and proceeded to call Dallas PD to have my daughter and I escorted out of the airport. I was not rude nor disrespectful. I was told that this is why she doesn't like "my race" boarding my flight and she doesn't like working with my kind. I am seeking full penalty for this employee!!!!! I still have not been refunded my money for the flight. I spent $753 for 2 round trip tickets. Because she placed her feelings in front of doing her job she has caused me thousands of dollars in plane tickets, hotel, as well as ride share. My daughter and I was left outside in the cold for about an hour and a half as I tried to figure out what to do next. No customer should EVER be treated this way despite what the situation is. As a paying customer I am completely disgusted with the service that was provided from this employee. I suffer from anxiety and panic attacks and this caused me to have a panic attack because I have NEVER been treated this way by a company and (or) employee. This is completely unacceptable!

I don't give super negative reviews, yet here we are. Oh, Southwest, you really did it this time. Or, I mean, you didn't. You definitely didn't get the job done. Cold weather in Texas set the airlines off a bit, but others recovered when you didn't. Holidays came, and you never stopped taking reservations, even though you couldn't handle the backlog from the cold weather. The Southwest reservation system is outdated, and they've known this for years. So now it's come to the point where they avoid talking to anyone, and avoid helping anyone with their canceled flights. We had to rent a car to get back home. We had to get a hotel for overnight, and drive two days to get back home. Southwest shut down their phone number and removed their numbers from their websites. They SHUT DOWN their phone number -- "this number is no longer in service". Their online site redirected people to reschedule their flights...only there weren't any to reschedule to. If this has happened to you, here is some information I received to file for reimbursement of expenses. Submit your rental car receipt, meals and motel receipts for reimbursement from southwest. If you have been impacted by a flight cancellation or significant flight delay between December 24, 2022, and January 2, 2023, you may submit receipts for consideration via "Email Us" on Southwest.com. We will honor reasonable requests for reimbursement for meals, hotel, and alternate transportation. https://support.southwest.com/email-us/s/?clk=TRAVEL-DISRUPTION-LP

I'm very upset with Southwest Airlines. I've flown them a few times but this is ridiculous. I'm sitting here in Dallas and they have changed my gate now four times. I don't even know if my luggage is gonna get to me in time or where it's gonna arrive so I don't know how many more times you're gonna change my gate before I leave here but I do not recommend this. I would go to DWF before I come here again. This is absolutely the pits and I'm really sorry I came through this hell hole.

They do not abide by their policies. Two flights in one day had off duty young snooty female flight attendants save seats for friends they personally know when you are boarding, yet they emphasize that they do not do that

Absolutely the only way to fly... Booked a flight to Ft Lauderdale from Austin a couple of weeks ago. Had trouble getting a rental car so so I thought I should reschedule the flight. Called customer service less than 24 hours before my flight to change it. I was able to make the change with no extra charges or fees. $167 rt When I got on the plane there were two women seated in the 1st row so I sat in the middle seat. First time in my life that I was the first passenger off a plane. Why would anyone fly with any other airline? Free checked bags, great friendly customer service, no charge for changes, credits and points no longer expire. Southwest you raise the bar for air travel!

Flight back to Ontario CA that was booked 2 months got cancelled so Southwest Airlines rebooked us with another connecting flight. Got the notification 7 hours before scheduled flight . Got to Dallas Lovefield 1 and a half hours before boarding time. Had a wonderful lady named Diana who assisted with my hubby's wheelchair. Went thru security check and we reached Gate 9. After 1/2 hour later they announced we had to transfer to gate 1. So wheeled my hubby but I noticed the boarding sign says different destination so went to kiosk to verify our flight. Waited for my turn , and the rudest person attended to me. Omgeeee he made me feel stupid how I got my boarding pass or where or something.... He said we can't make the connecting flight to Ontario and at this point he wasn't really totally attending to me since he was assisting previous passengers for boarding passes. At this point I was already furious and I feel my ears burning and felt my face flushed and hot. I would understand better if he was more friendlier in explaining the dilemma I'm in. I had the impression that he really didn't care like it was a natural thing flight gets cancelled. We end up being booked for the following morning at 6 am and it was only 8 pm. Diana happened to be walking by where we were seated and so she helped us to pick up our checked in luggage since we requested to get it pulled from the supposedly flight we were rebooked in cause my hubby had his meds in the luggage.!!! LESSON LEARNED : always keep medications in a carry on bag !!!! We were at the claim baggage service area waiting for almost more than an hour but was finally told that our luggage landed already in Denver and will meet us at the Ontario in the morning. A complimentary care package was given to me and my hubby to be able to groom ourselves before the early flight. Diana stayed with us the whole time even though it was almost close to the end of her shift. She wheeled us to a lounging area where we can rest for the night till morning. She went over and beyond of her duty that we really appreciate her help . Honestly the 2 stars are for Diana for all her kindness. This is the first time we stayed in an airport overnight and I have a big headache and for the meantime my hubby trying to be comfortable on the sofa with his lower back and neck pains. I am thinking twice now booking with SOUTHWEST !!!!

Southwest on a day when weather grounds your flight. You get no notification. No text. No robo call. No email. You walk up to your gate to board and the sign says Phoenix instead of New Orleans. That is not even the beginning of the angry incompetence of Southwest Airlines. The line to rebook is 100 yards long. When you call you're told that all flights are "sold out" and that the earliest you can make your 50 minute flight is at six pm the next day, arriving EIGHT hours later. For a 50 minute flight. Check a bag? Well, after two hours we're still waiting. They have to "search for it" based on "your description" and it's a "really hard process." Don't fly southwest. The second something goes awry they melt down and lie incessantly and treat you like dirt.

They have a COS policy that they don't honor or disclose the details of said policy. Customer service supervisor Daisy at LAX discriminated against me and denied me the use of my COS ticket stating "I didn't need it". I've been using said policy for years and that has never happened. I will no longer fly Southwest if they are going to allow their employees to discriminate. If you are concerned about passengers abusing the policy, put them in a seat before making ridiculous assumptions.

Great Job by Ms. Lisa Lisa from Chicago 51 is the most helpful since i called three times if you look at the log i called from the 1 407 310 7933 to check in - but before that i was not able to logon at the portal i wanted to set up She was so keen, eager to help as well as resolve. She has the patience Tenacity Knowledge Highly helpful outstanding customer service She is asset this happened on March 4/27/2023- Thursday and the flight crew from Baltimore to Orlando-MCO on 4/28/2023 like people like Stephanie and the crew make a difference

Amazing experience today woke up late worried we would miss our flight to my pleasant surprise despite the SuperBowl madness. The bag drop line ran like a well oiled assembly line, TSA quick and easy, boarding seamless. SW you really know how to operate under pressure. U!

Over 100 flights in 6 months and not a single one was on time! For the 5th time in 3 weeks you've delayed flights into Denver due to construction that's been going on for 6 months! How can you consistently delay flights "due to construction " when you know the construction is going on. WHAT AN ABSOLUTE JOKE OF AN AIRLINE! GET YOUR SHIT TOGETHER, FIGURE OUT WHO TO FIRE AND RUN ON TIME!!! It's very simple yet y'all blow it 99.99% of the time!

Southwest is a great airline. Because you know your place in line, people don't hover like they do with other airlines to jump in line when their group is called. I find getting on board to be very easy. The routes that are being offered now are very convenient.

Don't fly southwest they're are the worst you want free check in but your bag will Not get into your destination and the worst incompetent employees specially in Las Vegas !

Usually I like Southwest but they have literally screwed my daughter 2x in Denver and I'm furious! Her dog flies all the time. Usually on United. Southwest would not let her dog on a flight today even with SW tags still on her dog carrier from a past trip showing he has been on SW flights. She had to buy a new ticket on United for about $400 more than we had already paid since it was now a last minute flight. United let them go through with zero issues. Zero!!!!!! She literally hates SW now. They have definitely lost her business.

Everyone loves to hate the airlines.....yeah try running one and see what you think! Southwest is Amazing. Great pilots, staff, planes, policies. ad nauseum. Just a pleasure to fly and will continue to do so!

Weather, delays, whatever.... it happens. As a frequent flier, an interruption doesn't bother me. Annoying for sure, but they can't control that. What they can control is their attitude and customer service. It's very clear that the DAL Southwest gate staff do not care about their patrons.

When I fly (and that is often). I always fly southwest. Friendly staff and they sometimes they make the flight fun and make you laugh (like today). Keep up the good work southwest

I have been a Southwest Airlines Rapid Rewards Visa card member for over four years. I have spent thousands of dollars on this credit card relating to Southwest Airlines vacation packages and other outside expenses. Several months ago, I booked my SW Rapid Reward points to pay for my daughter and I round trip tickets from Dallas Love Field to Las Vegas to celebrate my granddaughters 11 birthday and tickets to her favorite singer "Shanai Twain". We arrived in Vegas on Friday; 5/10 morning and I received a call later that evening (6:30pm) Vegas time telling me about an unexpected death in our family. My daughter immediately called SW to book me a flight out that evening which could not be done, so they booked me on the first flight at 6am on Saturday, 5/11. This call took almost two hours as your agent canceled my daughters flight home after promising her that he would not compromise this flight. Then, the agent made me pay over $400 for my one-way ticket home and put me in the C35 position of boarding! First, is this really how you treat your long-time customers who have spent thousands of dollars with your Visa card and your business? We explained the entire situation with your agent, so there is no excuse there. I didn't expect to incur no fees - as this would have been customer service that no longer exists in this world. However, a change fee and maybe A type boarding would have NOT been too much to ask. Instead, the long walk to the back of the plane of which there were several open seats, was embarrassing as I was trying to hold my grief inside the best I could.

I know it's been a tumultuous holiday travel season & Southwest was in the muck of it. However, let me be part of the small percentage that traveled between Dec. 26 - Jan. 2 from FLL to STL & had an absolutely amazing, warm & positive experience using Southwest Airline. I know it could have been different (and we have been there in the past many times over) but overall we try to make the best of the circumstances presented to us. We cognizantly know what we're getting ourselves into when we travel during the holiday season. Be kind people...

The entire review would be 10's of thousands of words. Just imagine what would happen if the 3 Stooges were put in charge of scheduling in the midst of a weather problem. That was and is Southwest when a drop of rain falls in two or more geographic locations. Their operations team and software fall apart. Planes here and crew there and passengers here. Oh what can we do? Blame it on the weather! Leave the passengers stranded talking to our smiling agents! We experienced yet another Southwest scheduling meltdown due to "weather" in Orlando. Just like December 2022 which also impacted my family. We all probably remember that one. DoT $140M fine. Massive cancellations, rescheduling, and just letting passengers disappear from the system. That was my family Saturday and Sunday starting March 9. Eventually my wife got to fly home to Phoenix. Of course she is the only non-revenue passenger in the group because she is designated as my Companion on the Southwest Companion Pass. She shouldn't even fly without me. My daughter and I gave up. We rented a car and drove back. Now fighting to get a full $2100+ refund on our expenses. They are only offering $1700 and change. I've filed DoT complaints and contacted the local news on channel 2 in Phoenix. SW was my favorite airline. Spent a lot of money with them. Flew them almost exclusively. Attained A-List / A-List Preferred and Companion Pass for 2 years. Now they blow it all away over $500 due to me. I'll fly out my remaining points, vouchers, and cancel my credit card.

Always my favorite airline!! Southwest staff are friendly, their planes are comfortable and cool with piped in music. They don't nickel and dime you to death and even when your flight is delayed, (which is rare) they do their best to get you to where you are going on time. They serve free snacks and always always always you can check two bags for free!! I really miss their Southwest magazine. I know that sounds silly but it was informative and had maps to their destinations. The maps help me decide where to go next, hopefully they will bring them back soon. They have a good protocol on sanitizing the plane; I still wipe everything down just to be safe as possible. Southwest is a excellent choice when flying.

When it comes to business, amateurs practice until they get it right while professionals practice until they can't get it wrong. It was professional Southwest Airlines that I flew with during my first leave while I was on Active Duty, flying me to Dallas Love Field in a Boeing 737 where I transferred to another flight to go home to visit my parents in between Basic Training and Technical Training. I was in uniform for those flights and Southwest Airlines patriotic employees always treated me respect when few others were as that was during the Viet Nam war. Because those trips went so well for me, when able, I always choose Southwest Airlines. Over the years since of using Southwest Airlines, I've enjoyed how they conduct business. The company has always employed humor in its advertising. Former slogans include "Love Is Still Our Field," "Just Plane Smart," "The Somebody Else Up There Who Loves You," "You're Now Free To Move About The Country," "THE Low Fare Airline," "Grab your bag, It's On!" and "Welcome Aboard." The airline's current slogan is "Low fares. Nothing to hide. That's TransFarency!" In March 1992, shortly after Southwest started using the "Just Plane Smart" motto, Stevens Aviation, which had been using "Plane Smart" for its motto, advised Southwest that it was infringing on its trademark. Instead of a lawsuit, the CEOs for both companies staged an arm-wrestling match. Held at the now-demolished Dallas Sportatorium and set for two out of three rounds, the loser of each round was to pay $5,000 to the charity of his choice, with the winner gaining the use of the trademarked phrase. A promotional video was created showing the CEOs "training" for the bout (with CEO Herb Kelleher being helped up during a sit-up where a cigarette and glass of Wild Turkey 101 whiskey was waiting) and distributed among the employees and also as a video press release along with the video of the match itself. Herb Kelleher lost the match for Southwest, with Stevens Aviation winning the rights to the phrase. Kurt Herwald, CEO of Stevens Aviation, immediately granted the use of "Just Plane Smart" to Southwest Airlines. The cool net result was both companies having use of the trademark. As the years went by I've received many awards and and honors and I'm grateful for them. The highest award and honor I'll ever receive has been the privilege of Serving, very proudly, in the United States Armed Forces. Unlike far too many other businesses Southwest Airlines has never hassled me about my Service Dog or my wearing of my Veterans accouterments. Since I wear my Veterans accouterments and lavishly adorn my Service Dog with more military accouterments, Southwest Airlines employees have been consistently respectful and grateful, immediately saying to me with a big warm welcoming smile either, "Welcome Home" or Thank you, for your Service" then going on to always well attend to me. I give Southwest Airlines 3 stars because for the vast majority of the time they do day in and day out what they are the business to do, and they do it with refreshingly consistent customer service. I give 'em a 4th star because they've now for four decades just treated me so exceedingly well. I give 'em a 5th star because since 2009, Southwest Airlines has been the official airline of the Honor Flight Network ( honorflight.org ) . Through this partnership, Southwest Airlines provides no charge to the Veterans round trip travel that helps bring military Veterans to Washington, D.C, to visit and reflect at Veterans memorials. Since 2015, Honor Flight has been a Points for a Purpose partner with Southwest Airlines, which gives Southwest Airlines' customers the opportunity to donate their Rapid Rewards® points to Honor Flight to help support future trips. Southwest Airlines also has painted their Honor Flight jets each one specific to the state. With all those credentials Southwest Airlines has, I'll continue flying Southwest Airlines, an All-American Company. You should, too. And donate your Rapid Rewards® points to Honor Flight to help support future trips for Veterans. After all, we Veterans are an extraordinarily rare 7% of the population, and none more cherished in a Veterans life than those who lighten the burdens from our military Service.

I just love flying southwest. Never have I had a bad experience. Southwest employees are genuinely nice.

Until the pandemic is controlled or contained, it would be nice if the general public would believe we need to remain cautious. Signage everywhere says wear your face mask and follow the floor markers as you wait in line for services. I'd say its 50/50. Definitely not enforced. Our day was 100% chaotic with 3 flight delays, a last minute gate change, complete confusion about priority boarding, and flight attendants are exhausted because people will not wear their face masks throughout a flight. FIVE STARS for staying in business and for tolerating crazy people during a world wide pandemic!

(August 2022) The most racist experience ever. Flew southwest it took them 1 hour to get our bags off the plane. There was a black lady next to me as well as others waiting to see where they would drop our bags. The southwest workers approached the black lady next to me saying she was aggressive (she was not). And then they brought up the shooting from last week that happened at the airport and how the shooter looked like her. I found this extremely disgusting and racist. Filing a complaint with southwest. I have never seen anything like that before. We are in 2022. Cmon. I complained to customer care team and they just sent me flight credit... well thats not going to use anymore considering i will never fly with southwest ever again! They did not even care to ask details so they can apologize to the lady. Southwest airlines in dallas is racist.

Recently I was in the Dallas airport when I came upon a young girl vomiting in the bathroom. I was concerned that she might be ill so I approached her and asked her if she was okay and needed assistance, but when she spoke I could smell the alcohol on her breath. She told me she was going home that she was okay. she had on a flight attendant uniform from Southwest Airlines. I'm just concerned for the young woman. I couldn't get that much information to provide, but she looked Hispanic in decent and had a tattoo on her upper arm in which she kept scratching. I'm just concerned about the young flight attendant. Alcohol consumption can impair judgment, coordination, and decision-making abilities, leading to errors and accidents in the workplace. Impaired judgment and coordination can increase the risk of accidents, injuries, and potential harm to oneself and others. I'm not flying with southwest airlines anymore. And they need to update their hiring process. Seems like they let anyone get hired.

Patrick C he is one of the best person of the southwest airline. He went above and beyond to help me with the bags- dallles supervisor

Southwest does it best! The pleasant flight attendant's customer service make all the difference in a person's travel. Thanks Southwest!