Southwest

I have never been so sadly introduced to lazy, inconsiderate employees at Southwest as I have been here today. Delayed our flight 5 1/2 hours and the one gate that has a agent for boarding won’t stop talking to her boy friend to help anyone.I watched her shuffle off three people who asked for assistance because they weren’t at her gate but the gate I was at actually had a sign directing people to her for help. Lazy lazy lazy….

I got to Charlotte international airport at 5:00 Am in the morning just for them to tell me my flight was changed two 6:45pm I sit there all day

The worst customer service I have ever experienced. Landed at 11pm and the tracking showed that my oversized bag was taken off the plane at 11:35pm. Currently it is 5am and still no bag. There was no one at baggage service and no one at the ticket counter. Not a single person here to help get my bag. Waited until the ticket counter opened and the man working said he could not help me and I had to wait another hour because he had other customers to help despite the fact that I had been there all night. Do better southwest. At least have someone here when your planes land to assist in baggage issues.

My wife and I were planning to take our 9 month old to see my grandfather to celebrate his 100th Birthday. Southwest canceled the 7 am flight at 330 am. We didn't know until we were leaving for the airport. They couldn't get us on another flight until the next day. It was going to be an overnight trip. No other airlines had anything reasonable that landed the today. I've had nothing but terrible experiences with SW. Last time unpaid for a ticket with them they caused me to miss the Final Four and National Championship. Los thousands of dollars worth of tickets and hotel expenses. Don't fly SouthWest if you NEED to get where you are going. They are just too unreliable.

Negligence or theft? Checked bag in charlotte last night. Flight was delayed close to an hour. Landed in BWI. Was told that my bag never left charlotte. Was told this morning that they don’t know where my bag is and that southwest policy “gives them 5 days to find a bag”. Then they say it will be a couple days once (if) they find it to return the bag to me. Is this negligence by the airline or theft by an individual? Please resolve this bag issue southwest.

Had an agent first name Valentine who was amazing!! After American Airlines almost destroyed our trip to Seattle this man stepped into our flight plan and saved the day. Friendly and skilled to the highest level. Wish I could have tipped him Thank You

My husband, brother in law and myself had checked our bags and headed to our gate. My husband wasn’t feeling well so he was in a wheelchair. Long story short, he was taken by ambulance from the airport and to a local hospital. My brother in law and I headed to the tkt counter to report we wouldn’t be boarding after check in. We had an amazing experience with a gentleman named Adrian at the ticket counter. He was calm and reassuring that we would be able to reschedule our flights and our luggage would be at our final destination. This experience reassured me about my choice of travel. Thank you Adrian, Southwest Airlines Charlotte North Carolina. He should be recognized for his great customer service!!

I've been flying with Southwest Airlines for years since they have a great points program and their staff are generally cordial and fun. Yesterday my husband and I flew from Las Vegas to Charlotte with a connecting flight at Houston. What. A. Mistake! When we arrived at Charlotte we waited for 20 minutes before starting to get concerned about our luggage. When I finally found the Southwest booth the lady at the desk was kind enough to take my information down and hand me a piece of paper to call an 800 number for the lost luggage. That's about the time the second Southwest agent took over the conversation. He told me that he can't find my bag, he doesn't know where it is and that he has my number. It seemed like, all he wanted was for me to go away. It was almost 01:00 AM when I discovered that our luggage was never transferred to our flight and it went to Jacksonville, FL! So I lugged myself back upstairs only to be met with a SEVERE attitude from the male desk agent who told me that I can come back to get my luggage the next day-afternoon. Keep in mind that my family had to drive 2.5 hrs from Asheville to Charlotte to pick us up; which means we would have to drive 5 HOURS round trip to retrieve the luggage THEY lost. He said he can fedex the bag but since it would aririvee too late to ship it fed ex, I MIGHT receive it the the following business day OR SO. Problem with that is, I will be coming back home on Monday and if fedex missed the delivery on Saturday, it means my husband and I will not have any of our clothes, pills, underwear, other personal care items the duration of our stay here. Never mind the fact that, instead of freely visiting family, we would have to sit tight and WAIT for FedEx to deliver the luggage Southwest airline LOST. The desk agent also kept raising his voice that he has already told me I can bring him an itemized receipt of what supplies I needed to buy and he can re-imburse me. Here is the problem with that... between my allergy pills, a bra and a few change of clothes and underwear for my husband and I, the bill will clim WAY over $100!! He never apologized for the clear inconvenience and just kept on YELLING at me!!!! When my aunt asked him why can't Jacksonville staff FedEx the bag to us directly, he yelled at her AND I QUOTE "I WOULD HAVE TO DO WAY MORE PAPERWORK AND THEY'RE PROBABLY ALREADY CLOSED FOR THE DAY!! LIKE I SAID BEFORE SHE'S GOING TO GET HER BAG PROBABLY BY SATURDAY. HER ANXIETY IS TELLING HER IT MIGHT BE MONDAY!!" Well gee I wonder why I was ANXIOUS? Maybe because you already lost my bag once and now I cant trust anything you YELL at me? ESPECIALLY since you kept on using the word MIGHT and PROBABLY!! I asked to speak to a supervisor; who was "not available." I find it hard to believe that such and UNPROFESSIONAL individual is left to his own recognizance to handle delicate customer service issues without a customer oriented manager!! Seeing as the time was well past 01:00 AM, we had been traveling since noon the day before, queezy from starvation, coupled with the fact that we had family waiting downstairs; who needed to go to work the next day AND still had to drive 2.5 hours to get home, I left the airport with nothing but EXTREME FRUSTRATION!!!! This entire ordeal seemed really uncharacteristic of Southwest Airlines; however things change and apparently not for the better. I will be telling this story on every social media outlet I can think of. RIDICULOUS!!!!!

Southwest Airlines is always my choice for flying to any destination whether it's business or vacation. Arrived to the airport on a rainy day and we were very lucky that there was no line and were able to walk right up to the counter and get our boarding passes printed. Dropped off our luggage and we were within weight for all of them. You need to have those packing skills and make sure you're not overweight so you don't get charged. I needed wheelchair assistance because of a knee injury and the lady helping was so friendly and sweet. She even made a pit stop at the store so we couldn't get some water. She made sure we had all of our personal items from the security check and she was on it , she got us to our gate and we said our goodbyes.

Gate checked a bag at gate A26. They lost the bag for a direct flight to Annapolis. What's worse is they really don't care. They don't call the other airport to see where it went. They just make up excuses why they can't do anything and that the bag was lost. In Charlotte..they don't even have a lost baggage office. The people who work for this airline are rude as all heck. I have never been barked at .. yelled in my ear in my whole life until I arrived for my flight to Annapolis from Charlotte. It's a abusive We travel all the time and will NEVER travel Southwest again. I would give this company a minus 10 if I could. Airplanes are sardine cans and I am average weight and height.

I booked a flight with this airline and canceled my flight with more than a weeks advance and the refuse to give me my money back. Life happens sometimes, I didn't want to cancel the flight, I have never once had an airline refuse me a refund before, please please please use any other airline to avoid having your money snatched from you in the sad event you need to cancel.

I've flown Southwest at least twice, probably more through Charlotte and my last time was in January. Love the airport and I have good success with my Southwest itineraries. No issues at the gate, but a small delay taking off was announced as waiting on paperwork. Flight attendants were friendly and the safety briefing was fun! Drink service was performed. I will continue to choose Southwest if the price and itinerary works for me.

I fly Southwest the most out of all airlines. They're consistently reliable with flight times and baggage. Their credit card offers nice rewards as well. Employees always seem happy. This all makes me happy too.

I am a fan of Southwest Airlines. It's all about WYSIWYG - what you see is what you get. Nothing fancy, just basic good transportation. I have never had anything but great service from all the employees of Southwest. Many times that do what they can to make you laugh and have a better day. On my latest trip, I had a flight back from Charlotte, through Dallas, and then to San Antonio. Due to weather conditions, the flight was really late in leaving Charlotte. However, the Captain must have put the power down, because he nearly got me to Dallas on the scheduled time. However, on landing, all gates were taken, and all we could do was wait. When a gate came open, we were about as far away from the gate I needed as you could get. I did my best OJ through the airport, but looking at my watch, I knew I was too late. To my surprise, they held the plane for me. Upon arriving in San Antonio, I went to the Southwest luggage area expecting that my luggage didn't make it. Again, to my surprise, there came my luggage. I don't know how they got my luggage on this flight, but somebody must have done a Herculean effort. Thank you to whomever did that. So why didn't I give them a "5" rating? Direct flights to and from San Antonio are very rare. Give us more direct flights and the rating will easily be a "5".

Southwest Airlines arrived in Charlotte in 2013 when they merged with Airtrain, giving them one gate and a couple of flights. For them, Charlotte is considered a "spoke" airport so unless you're headed to one of Southwest's focus cities - Baltimore, Chicago/Midway, Houston/Hobby or Orlando - then you're going to be connecting. At CLT, Southwest is located in the A concourse with the other airlines that aren't US Airways. You'll find Delta, United and American in there as well. But just because it's the A concourse does NOT mean that you have to use the A security checkpoint. The entire airport is completely connected, so use whichever line is the shortest. Once you're in, you can easily walk to A. The boarding process for Southwest, even though they have only one gate, is exactly the same as every other Southwest flight. They have set up the stands with A1-5, A6-10, A11-15, etc. When it's time to get ready to board, the gate agent will have everyone take their positions and then it's a neat filing process to get on board where there are no assigned seats and you can take whichever one you like. Enjoy Southwest and welcome to the Queen City. I hope that you bring your usual low fares with you!

My daughters got stuck in Nashville on the way to New York. Had confirmed tickets from Charlotte to New York with a transfer in Nashville. We they arrived in Nashville they were informed the remaining flight was canceled with no options to with get to New York or back to Charlotte. Thanks to Delta Airlines they were able to get out of Nashville.

Got off the plane just after 5:00, got delayed briefly on my way to luggage claim and when I got there the carousel downstairs was empty, went upstairs and the ticketing desk was empty, I knocked on the door (after asking the airport police if I could go behind the counter) and no one answered... So about 7:15 the next morning I called the desk at CLT and was greeted with "mr p-, we have your suitcase." No "sorry about your inconvenience" not "good morning" just "we have your suitcase." Sounds like they knew I called the day before inquiring about my belongings and someone chose to do nothing. SW has my phone number but nobody bothered to text or call or leave a message or anything. Not when I was delayed getting my luggage, not the next morning, not ever. I had no idea where my luggage was and somebody made a conscious decision to keep that information from me. Maybe I should have expected some sort of nonsense since I was in Texas on vouchers from an episode that put me into Boston a day later than advertised heading into labor day... But SW had done a really good job of getting me and my lovely bride and our stuff to Islip on Lawn GUY-land, New York (that's how they pronounce it) and back... What changed?? Why the utter failure to let me know my luggage was safe and secure?

What a horrible experience! We flew from Charlotte to Syracuse with a layover in Baltimore. We got to Baltimore almost 2 hours before our next flight and the gate for the flight to Syracuse was across from the one we came in on. But somehow our luggage did not make it on the flight from BWI to SYR. We were told another flight from BWI to SYR was landing in about 20 minutes and our luggage should be on that one. When that flight came in (which was about 45 min) it actually came from Orlando so we waited for no reason. Were told our luggage would be on the 9 PM flight. Called at 10 PM and was told they had out luggage and it would be delivered that night. It was midnight and didn't have it and was told we would have it at 4 AM. Didn't get our luggage until 10 am the next day. This was after having to make multiple calls that morning. We were in town for a graduation and had to go buy clothes. We were told that we would be reimbursed for what we spent. Submitted the claim with the receipt from what we bought and got a general email response 3 days later with $150 voucher. The email mentioned nothing that was put in the claim. That is not reimbursing us. Now I'm trying to escalate and am being told they have no supervisors or nobody to transfer me to because everything is virtual. They submitted an escalation but was told it would be 10-12 business days before we hear anything. This makes no sense! It is horrible service that we have to wait weeks to hear anything about being reimbursed for something that is completely Southwest fault. If this is how Southwest handles things, then this is our last time flying them. I've never dealt with anything like this from other airlines.

Only some of the employees know what they are doing, and only some of them care. I had a flight that was supposed to go from CLT-HOU-SFO; my parents' flight to Dallas was two hours later. They left before me because my plane had mechanical problems and no one could figure out whether to repair our damn plane or just switch it out. When they finally did get a different plane for us, it was three and a half hours later meaning that we missed our connecting flights. Rebooking a new flight was a nightmare because it was the holidays. The Southwest HOU employees that rebooked us onto an LAX flight and put us up in a hotel were pretty pissed and even admitted that the Southwest CLT employees should not have delayed our flight by three and a half hours since they knew we would miss our flights; they should've just waited another day and put us up in a nearby hotel for the meantime. I sure would have appreciated that, seeing as I was already sick, stressed, and jet-lagged even before I arrived at the airport.

This is the worst southwest airport ever. I travel for work and I can tell you the manager is awesome but the employees I've had any encounter with, were the worst. The female counter representatives aren't friendly to other females no matter how old or what their background is. Audrey is very rude and condescending. She pulled me from the TSA pre check while I was deep in the line to tell me she read the guidelines for my ESA puppy and that I have to have a leash on my 4 lbs maltipoo. I've traveled with my dog for 2.5 years and I travel 3 times a week so I know when someone is looking for a thing to use. She used her power as an agent to pull me out of line. I was told by so many people in Charlotte since I moved here from chicago that southwest is horrible and I kept defending it saying I love them in Chicago. Southwest in midway airport is amazing. It takes seconds to get through because agents there don't try to get their own personal feelings get in the way of their job. I told this southwest agent about my constant bad experiences with southwest Charlotte and she said " it's Charlotte what do you expect?!" As a Chicago native I expected great customer service and I have yet to feel like a valued customer. I have to say that American Airlines have either stepped up their game of valued me more as a US military woman, I get surprise upgrades or just respect that southwest never ever gave me.

Shoutout to Sam and the rest of the crew of Flight 2270 was probably the best flight I've ever had hands down! He came out with good vibes even before we boarded. He introduced himself at our gate and made the process fun and painless. Even though the flight was short, jokes kept coming from start to finish. I don't think I've ever laughed this much during a flight and Sam and his crew mates deserve a bonus for going the extra mile and spreading the good energy since traveling for some can be very stressful. Thank you Southwest for the free check-in bags and excellent customer service!

Stuff happens when you fly and much of it is out of control for the airlines. I have flown many times with southwest and I have had delays here and there, but now that I have spent the day with another airline I realize how important it is for an airline to at least acknowledge their mistakes and show kindness and understanding. Southwest has never made me feel like I don't mater, and on some occasions have even gone above and beyond. On my husband and my honeymoon they congratulated us on the speaker and gave us a bottle of champagne. I am feeling really appreciative of southwest and wish I could have flown them today. I appreciate that I can check a bag without extra fees at check in, I appreciate that there is an order of how they board, even though I don't have children I can see how nice it is that they give families priority boarding so they can sit together. ( today I saw a father and young daughter separated on a flight and a worried mom with a baby boarder-lined yelled at to wait to board on a different airline) and I like that their staff works hard to make the experience enjoyable. I love you Southwest Airlines. See you next week when I travel home.

Inexpensive Travel Option and Friendly Staff This was my 3rd flight experience and simply in love with the airline.. everyone is treated with respect and the crew itself is simply awesome .. my first flight ever with southwest was to the west coast and saw the pilots standing by the door greeting the passengers:) flew with other airlines but never felt so welcomed like I do with southwest .. thank you LOVE flight :)!

Hated the entire day!!! We flew in from LAX and made a stop at Nashville. We were suppose to fly into Charlotte when the flight was canceled last minute. We were than booked onto a flight to Baltimore and from there we were to fly into Charlotte. We arrived to Charlotte at 9:20 pm when originally we should have arrived at 2:20 pm. Only to find out that they lost our luggage!!!!! WTH??? We will never fly SW airlines again!!! Worst flying experience EVER!!! The flight from hell!!

They lost my bag and told me I'M responsible for driving back from GREENSBORO to pick it up at 1AM! 1) How do they know I have adequate transportation to do so? 2) It's raining 3) Single female traveller; 4) It's 1.5 hours each way; 5) I've had little sleep since I returned from Cali at 2am and was back on a plane at 1:30...but most importantly THEY LOST MY BAG! Why is it my responsibility to retrieve it? Oh they offered to FedEx it, arriving Friday. Gee thanks, considering my conference is tomorrow! Talked to the supervisor, Santiago, who LITERALLY threw up his hands and said "I don't know what to tell you" as if I was bothering him! No I'm sorry for the inconvenience, etc! I had the exact same thing happen in FL and they were more than accomodating. SWA is seriously about to lose a major customer over this incident.

I'm on an American flight right now in Charlotte. Southwest was full. My seat is so uncomfortable. I feel like I'm actually leaning forward. I miss my Southwest seat and free wifi. A list preferred.

Getting your checked bags at CLT can be problematic, but after this incident, I am really thinking that it maybe Southwest Airline's issue. My bag missed the connection in Baltimore, even though my wife's bag did not. Southwest took my info and told me they would call in the morning when it came in. I was called at 10AM and told the bag was going out for delivery at 1PM and there was a 4 hour window for delivery. I called at 5PM and was told that it was on a truck and I should have the bag shortly. At 8PM, I called again and was told the bag was out for delivery. An hour later at 9PM, the courier service called and told me that they were just loading my bag and there would be a 4 hour delivery window. Southwest lied to me three times. This is not acceptable, and I will need to consider other airlines when I travel.

Southwest airlines is pretty good prices up OK and I believe I will also continue to work with them they are better than Delta because you get to get you bag on under 50 pounds for free

On a resent flight from Chicago Midway to Charlotte, I left my Electronic tablet in the seat pocket. I didn't remover it for several hours. On what I thought was a long shot I called Southwest at the Charlotte airport. Lo and behold it was turned in and we were reunited within 4 hours of landing. Love Southwest!!!! I only wish we had more choices between Charlotte and Boise, ID.

I travel a lot. When I say a lot, I mean I fly usually two to three times a week. Sure, I use other airlines, but I always come back to Southwest. They have the best, most courteous and caring employees. They have the best rewards program. And, oh! You can earn rewards points through their partners and sometimes double points through their credit card program. I just don't have anything negative to say about them. Every time I fly another airline, I can't wait to get back to the LUV at SWA!

I like flying Southwest. Lower fares, open seating, drinks and snacks. I love it. I also love how the Ft. Lauderdale hub lets you board and exit from the front and the rear of the plane. This is something new they are trying out and it worked great for me. Being a group B57 person, I feared I wasn't going to have a window seat but I chose to board from the rear of the plane and it was everything. Got to snag a window seat and board quicker because everyone was waiting in the long line bc they chose to board from the front of the plane. Plus it's pretty cool to walk on the tarmac and you can take a selfie with the plane. I only wish Southwest had more flights out of Charlotte. I wish they could get more gates at our airport.

After flying American Airlines 2 times in a row with multiple issues both times, I have grown an even greater appreciation for how great Southwest is. I will fly Southwest for as many flights as possible from now on

I used to love and fly often on southwest airlines but in the past year or so it has changed. It seems the flights are frequently delayed. If you miss a connection, you get a crazy re-routing. There is no consideration when this occurs but is part of the "routine."Some of the staff is friendly and helpful while others are rude.

This airline was the only one with flights available at a decent price when I got stranded in Dallas after the tornados. However, upon arriving at CLT, we had to wait about an hour on the plane because SW only has one gate and there was a plane already there.

After speaking with Customer Service who referred me to Customer Relations (all with substantial wait times) they said the only way to file a complaint to POSSIBLY get any retribution was to fill out a form on the website. So that was the start of the terrible customer service. But regardless, we had a connecting flight from Greenville to Atlanta which was cancelled 15 minutes before we arrived to Greenville. We were getting a ride from a friend to Greenville and then had to go back home and get our car and drive to Atlanta. (Not to mention that flight was 5 hours delayed.) The parking fee was $112 for the 7 days. Not only was this beyond inconvenient driving 3.5 hours with two kids both there and back when we arrived at 9:30 at night, not getting home until 2:30 AM (because when you're with kids you have to make stops) but this fee was nothing we planned on. Southwest so far has refused to do any refund on the return which is horrible customer service (or relations!) but we also have incurred this parking fee along with with gas driving for 7 hours. Not to mention arriving 2.5 hours later in the middle of the night. We did get an email saying they would give us half price tickets if we bought them by October 31 and used them by January. We are not wealthy people. Our travel is limited to at MOST once a year and after this trip weren't planning on going for another 2 years. Now in order to get any reimbursement we have to travel in the next six months? Southwest is going to get a horrible reputation if this is how it handles their mess ups. I used to like this airline, but apparently they are only okay if everything goes according to plan.