Anonymous
map-marker Jackson, Mississippi

Southwest Airlines Flight Attendant Review from Jackson, Mississippi

I just flew on flight 3308 from Portland Oregon to Denver Colorado and I'm not sure if this is the right place to leave this review but I just wanted to let someone at Southwest Airlines now that your flight attendant Lynn on this flight was absolutely amazing. This is exactly the kind a flight attendants everyone should be like. She was kind and helpful and both my husband and I were very impressed. So much so that we just felt that someone needed to know about the great job that Lynn is doing.
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Reason of review:
Good customer service
Anonymous
map-marker Dallas, Texas

Worst business travel experience ever

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Because American gets most of my business, flying Southwest reminds me a loading up the cattle cars on the way to the slaughter house. This morning as I tried to get to New York, I got slaughtered instead. Even though I fly 20 times per year on Southwest, I have no preferred status with them. My A-list preferred status was withdrawn last year because I didn't do 25 flights. I wish they had more competition at Love Field because I love the airport. Unfortunately in Dallas, we are stuck with two *** airlines. The customer service with Southwest this morning was as bad as I've ever experienced. I'll only fly them in the future as a last resort.
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Loss:
$10000
Cons:
  • Ticket agent and customer service professionalism
  • Completely unhelpful and rude
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Lashanta Lnw

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Baltimore, Maryland

Southwest will not refund my money

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I requested a refund of my money and customer service told me that I was not entitled to a refund. However, if I could provide paperwork about my hardship that my money would be returned. I'm puzzled at this action because if I have paperwork or not my circumstances don't change. Yet I did not use my ticket and the request was made one day after the purchase of the ticket. The customer service representatives were very rude!! I asked to speak to a supervisor and was denied that option. I repeatedly asked for my money to be returned and was told that Southwest will not refund any money but will provide a credit. How do you provide a credit to someone that is never going to fly with your airlines again? Southwest is taking customers money and not providing them with services!!! This practice is against the law!!
View full review
Loss:
$480
Cons:
  • Unprofessional employees
  • Seating
  • Ticket agent and customer service professionalism
Reason of review:
this is the second time that I was mistreated. I flew southwest in October 2015 after getting surgery and was treated very poorly by the pilot. The customer service representative had to come down on the plane and resolve the incident.

Preferred solution: Full refund

2 comments
Guest

You forgot a couple details in your little rant. What kind of ticket did you purchase.

Was it non-refundable?

If so, you have your answer as to why you're not getting your money back.

When you purchased your ticket, did you bother to read the terms of service? I'm guessing not.

Southwest Airlines lets you change or cancel a fare within the 24 hour window without penalty, but it also allows you to change or cancel a reservation anytime before flight time and get a credit for the full amount of your fare, applicable to future travel within a year of the original reservation

Guest
reply icon Replying to comment of Guest-1151269

Since you replied anonymously, you are must work for Southwest Airlines. The details were included in my initial comment and the yes I read everything in the terms of service!!

Southwest Airlines is a horrible company, and I am not the only one that thinks so. If you read the other comments on this site, you would know that.

The disclaimer that you provided above is incorrect.

Hence, that's why I wrote my original remark.

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Anonymous
map-marker Naperville, Illinois

Southwest Airlines - Flight Review from Naperville, Illinois

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Southwest Airlines - Flight Review from Naperville, Illinois
Southwest Airlines - Flight Review from Naperville, Illinois - Image 2
Southwest Airlines - Flight Review from Naperville, Illinois - Image 3
Dear sir , I travelled from BWI to Midway chicago by southwest flight 3476 on 25th Dec 2015 along my sister. When we reached home & opened the bags ( 4)we were surprised to know that rain water had gone inside the suitcases and all our clothes and other valuable articles were completely drenched in water causing substantial loss When we reached airport BWI for departure two hours earlier ,the rain had started .It apears that the Suitcases were allowed to remain under rain & ground water for a long time without any cover or care .water could freely enter into the suitcases That has given not only mental torture but some of the valuable clothes were made worthless for use as colors of clothes made prints on other clothes May i ask why so carelessness on the part of the staff while handling passenger boxes suitcases ?what else can be done to avoid such a situation or let the passengers may suffer for their fault to travel with SW airline Your faithfully Muhammad Ahmad Sent from my iPhone
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Reason of review:
Bad quality
1 comment
ramjet

Mental torture? A little dramatic?

Anonymous
map-marker West Valley, Washington

Short Review on May&nbs-04:00;16,&nbs-04:00;2016

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Bad policy We are 4 in family and we all had to seat in middle seat Dum idea
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Anonymous
map-marker San Jose, California

Incompetent service for connecting international flight

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I am writing you because of the terrible customer service and inefficient capabilities of your counter help at both SJC and SNA airports. Not only did my wife and I miss our international connecting flight, we missed our airport pick up and first night at a prepaid destination that was the first on our itinerary. Not only were out the $44 for the first pick up but we had to schedule it again for the following day, we were denied our ability to use the first night of a two night stay at an exclusive rental. So we got burned for half of a $692 reservation we had booked for our 25th anniversary. Angry is a mild term at this point. Here is what happened: We arrived at SJC two hours ahead of our 6:30am departure, we got in line behind 15 to 20 other people. No SWA employees came to the counter until after 5am, when they did it was gradual with finally about 5 being able to address the crowd, at this point it was about 5:15am. When our turn came we were directed to a young man who promptly left with out a word, he came back about 5 minutes later and became overwhelmed with the international flight process. After multiple other workers were called over after 50 minutes we were able to check our bags and go to the TSA line which was huge by then, we asked for help getting to our gate but none was offered to either get us in front or with the TSA. We tried getting the TSA employees to help us to no avail as well. By the time we got through the huge TSA line and to the gate the door had closed on the aircraft. We missed it by 4 minutes. 4 minutes that had a competent employee been on duty we wouldn't have needed. Truly disappointing to say the least. I will say that the folks at the gate did try to help us with vouchers for a hotel and food and vouchers for future SWA flights. We don't think that is enough. The monetary loss of $434 plus a car rental and fuel of over $80 totals $514, but the emotional injury and undue stress is far more. Further more our bags were left unattended at SNA, no one watched as we picked them up by the carousel. Then they were still booked in the next day and took another 45 minutes to be cleared and re-booked. How incompetent can your employees get from there? We understand there can be problems but this was ridiculous magnified. We can only hope SWA will try to make this right if they want our future business or the business of anyone we speak to about it. Disappointingly, Raymond Arechiga and Roseann Berthron-Arechiga
View full review
Loss:
$600
Cons:
  • Incompetent customer service
Reason of review:
Poor customer service
Rowynn Rsx
map-marker Richmond, Virginia

Southwest Employees Need Customer Service Training

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I was threatened and intimidated by your flight attendants and staff at Atlanta, Georgia airport. I took a flight with Southwest from Richmond airport to Florida, with a plane switch in Atlanta, Georgia. I was traveling with my god daughter. We sat on the runway in Richmond for over an hour, so long that we had to go back to the terminal and refuel. During the delayed flight, if you wanted to use the restroom, you had to raise your hand for permission. I was never able to get to the restroom. We were late getting to Atlanta, almost 9am., which was past the time of my connection to Orlando, Florida. Southwest had held the plane so myself and several others from other flights would not miss their connection. I paid additional money to be moved into the A class boarding to get a window seat and be able to sit with my god daughter. I let the flight attendant know I was not happy about the situation of having been separated from my god daughter and being stuck in a middle seat between two strangers. Also that I had to use the bathroom because I was not "allowed" on the previous flight. After I was settled in my seat and before the plane was to ***, I was confronted by three southwest employees; two flight attendants and I believe a person working at Atlanta. They asked if I had a problem, and I told them the above story. Also that I had taken my Valium for flying and should be fine in a few minutes. The female flight attendant (heavy set African American female) told the other lady (again I think she work for Southwest in Atlanta - an attractive African American female with a brightly colored, vest on) that she thought they needed to get the captain because I was impaired by my medication. I told her the medication was prescribed by my doctor, specifically for flying and taken as prescribed. After that "threat" of being removed from the plane. The attractive female said several times to me, do we have a problem here, because if we do, we will need to take you off this plane and discuss it. Again, another threat. I was helpless in complaining or being able to voice my dissatisfaction. I needed to get to Florida as we had paid for a cruise and once that boat was gone, there would be no catching it. I would have lost several hundred dollars with the cruise line. I am angry with being threatened and treated poorly by Southwest employees. Being confronted in front of a whole plane packed with passengers, and the lowest level of customer service I have ever received. I fly at minimum 6 times a year. I take cruises at least three time a year. I have never been treated this way by any other airline!
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Cons:
  • Priority boarding
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

And people wonder why airlines don't hold planes, when there are ungrateful passengers like this flying. His plane from Richman is running late.

"Southwest had held the plane [leaving Atlanta] so myself and several others from other flights would not miss their connection."

Obviously, all the other passengers had boarded and were seated waiting for these last few passengers. There being no assigned seating, these passengers have to take what is left. This ungrateful, self entitled, arrogant passenger then complains because he had paid for group A boarding. What did he want them to do - make everybody get off the plane so he could board in group A, or make people who had waited for him get out of their seats so this little crybaby can get a window seat.

No gratitude at all for the airlines having held the flight.

Justice would have been if they had thrown him off. His thoughtless self-centered complaining ruins it for others.

The next time, do you think Southwest will favor holding a plane when they know doing so will result in some arrogant *** whining about not getting the seat he wants. Better to have that Atlanta flight leave on time, and say to passengers like this complainer - wait a few hours to the next flight and then you can have your boarding in "group a."

Guest
reply icon Replying to comment of Guest-1085135

First, that would be me, a female. Okay?

I didn't expect anybody to move, nor did I ask for that to happen. When the lady scanned me in, I just said to her I guess my priority boarding will not happen.

While I appreciate them holding the plane, it was their fault we were late. Not just the Richmond flight, but several other flights coming in from other areas.

People were coming from all directions to get onto the plane. Having paid several hundreds of dollars for a cruise and the possibility of losing that money is unacceptable.

Next, Southwest has the worst and I do mean the worst customer service I have ever encountered. I peacefully took my seat, let the flight attendant know I need to use the restroom and returned to my seat and buckled in.

Southwest, knowing that several of the flights were late and it didn't help that our flight attendant told us nothing about the flight being held until we landed in Atlanta (mentioning that before opening the doors to exit the plane would have been good customer service). Several of the passengers and myself were watching on our phones saying the flight had left at 8:40am - the attendant could have alleviated our fears.

The next poor customer service experience was in the plane, being threatened when I hadn't done anything. I was in my seat, buckled in and ready to go. Sure I was unhappy, but I am a nervous flyer and a window seat is my preference.

Instead of threatening me, someone with good customer service skills knows you shouldn't threaten your customers - they are the reason you have a job. I oversee a large university department with a population of 40,000 plus people. Customer service is part of my job skill set. Southwest needs to give their employees training in this area.

The only reason I can see why you would comment is probably because you work for Southwest.

Do a little surfing on Southwest and customer service. You will see how many people have a problem with them and especially with the lack of customer service skills. Again, my main issue is being threatened by employees just cause they could.

I was seating quietly in my seat.

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Jerline Sql
map-marker Dallas, Texas

Beware of booking Southwest online!

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I am looking for fellow travelers who have had problems with booking flights on the Southwest Airlines online and then requesting changes and being charged twice for the same flight. I never received any emails on the duplicate booking and even though we traveled on the the date we booked, I was charged for a no show on the duplicate booking. Southwest has a very stringent "no show" policy (even though we actually flew that day. This seems like very bad customer service policy due to an inadequate booking site and I just can't believe I'm the only one who's ever had this problem. There is power in numbers. Let's get together the see if we can't get them to credit flights for obvious website problems!!
View full review
Cons:
  • Website that generates errors
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker La Puente, California

Short Review on May&nbs-04:00;30,&nbs-04:00;2016

Walked off of plane after seated. Not even being loud. WTF? Probably because of f wearing a Chris Kyle t shirt. Will never buy Southwest airlines for the rest of my life! *** Southwest Airlines!!!
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bobgross
map-marker Washington, District Of Columbia

Southwest Made Me Cry

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I began flying Southwest Airlines this summer because my friends fly Southwest and are very loyal to Southwest. I have since been on two round trip flights this year thus far and have been pushed to the point of tears by their abysmal communication of flight delays and their treatment of me like I was indispensable to their future business existence, thus completely unaccountable. The first trip this past summer was unremarkable except for the excessive delay in San Diego with exceedingly poor communication during the delay. Southwest allows a user to sign up for updates in terms of change to their flights, but the updates proved useless, and came after the delay had ended in the flight this summer. At the moment, I am stuck in a hotel room, the Washington Hilton (which I think is great) in D.C. whose cost is $125 for the additional night over and above the four nights I spent here for a professional conference, money, by the way, that came out of my own pocket. Moreover, even though my ticket was to fly in and out of Washington Reagen Airport for a conference, the only way I could get home to Arizona was to agree to fly out of Baltimore's airport in the morning, a trip from D.C. that will cost me at least another $100 dollars. Southwest refused to fly me to BWI, by the way. I am not familiar with the East Coast, so I have had to navigate the exigent circumstances as best as I could. Southwest, even their customer service people, claim that they are helpless to even split the excess cost to me, and have denied me the contractual right to fly out of the same airport I flew into and was supposed to fly out of. Moreover, every flight I have been on on Southwest is overbooked, and today, I actually talked to a couple that was booked on a flight to Chicago from Washington Reagen, but was unable to find a seat on the plane, and they are still at the airport trying to get home. Adding insult to injury, I had their customer service people call me back, and when they did, I was put on hold for over 20 minutes-that is 20 minutes on hold after they called me back! How crazy is that! And the end result of the customer service call on which they called me back only to put me on eternal hold was that I needed to call "customer relations" during regular business hours (this is Satuday evening at 5:53 pm Eastern time). So Customer Relations is only available between 7-6 Central time--how very convenient for them and inconvenient for me. When a ***, insensitive airline makes you cry, it is time to shop around! Frankly, as an investor, I would be dubious about buying stock in Southwest. I think all the consumer complaints and their anticompetitive prices will drive them out of business in the next couple of years. They are passe and no longer the "groovy" alternative airline they were when they started up. I certainly will avoid them like the plague in future travel plans and plan to persuade my friends who swear by Southwest that they are clinging to a romantic, non-existent memory of Southwest, and I will suggest they dump Southwest because of my negative experiences. Southwest started out as an alternative to the existing airlines but has become either just like the existing airlines or worse. Travel on Southwest at your own peril and watch you wallet!
View full review
Loss:
$500
Pros:
  • Flight destinations
Cons:
  • Ticket agent and customer service professionalism
  • Ticket agent professionalism
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

3 comments
bobgross

At a minimum, I expected Southwest to pay for my $100 taxi fare from Washington Reagen to BWI. My contract with Southwest was to fly in and out of Reagen, not BWI.

Under the circumstances, I did not expect to be reimbursed the hotel room and meals due to the weather related delay.

But they were unable to fly me out of Reagen the following day or week because they were overbooked--the only way I could get home to the other side of the country was to drive to BWI in a taxi or rent a car and drive 2600 miles.

Relatedly, I have also noticed that one is less likely to be bumped off a Southwest flight because of overbooking if one pays almost double for Business Class. They may not have assigned seats, but they retain that same old caste system of first class/business class and the masses!

Andrea Ahw

I do not understand your issue. Your flight was delayed for whatever reason, and what? You wanted them to book you on another airline?

Guest
reply icon Replying to comment of Andrea Ahw

Again, probably you are a Southwest airline employee?? Southwest sucks, just google and you will find thousands of complaints.

Check the BBB as well, I believe the complaints filed are getting close to a thousand. The worst in delays, the worst in customer service.

They might be cheap, but you definitely pay the price in other areas. You need to do some research.

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Anonymous
map-marker Coral Gables, Florida

Problem at RSW

I arrived at the airport 4 hours early on Tuesday March 29 for a flight from RSW to BWI. It was raining in Florida and there were flights that were backed up, my gate was changed but I didn't realize until the plane was boarding. I ran down two gates and showed Jean at Gate B8 at 6:17PM she was in the process of boarding people, I was frantic and showed her my texted boarding pass but the bar code didn't show up because of wifi not working. Jean told me to step aside and go to the counter to get a new boarding pass, which I knew I had, in my bag. I produced it and Jean told me as I passed her that:"thats what you do to be on time!" then proceeded to laugh at me with the next people in line, I turned and and said; "excuse me" she made a comment and I turned and said, under my breath, that she was acting like a ***. Which I understand was too far she followed me down the hall toward plane and she asked me what I said, I said I didn't find my being stressed to catch my flight anything to be laughed at. Jean asked the other passengers if she laughed at me? NO One responded to her and she said "that was it I'm calling security!" and she called her supervisor AVON, who after listening to me I honestly thought she might understand but she said that I needed to apologize to Jean and treat Southwest employees with RESPECT!...I don't know why after having a ticket that I paid for and attempted to board who exactly was respecting me! I was told by Avon that unless I apologized I would not be flying tonight! My bags where on their way to BWI and I was flabbergasted by the treatment I was enduring. Jean made a comment about having to deal with "Spring breakers" all week, I am 53 and obviously not a college kid on Break! I was so disappointed after so many flights on Southwest without incident then to have this happen. It was an extremely embarrassing day and Jean made it much more stressful. I have never written a complaint to a company but I just could not feel like this should ever happen to anyone. I now have no luggage, need a hotel and taxi to and from airport. I am just just amazed at how this happened.
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Reason of review:
Poor customer service
2 comments
Guest

So instead of getting your boarding pass out of your bag ahead of time, you try to rely on some cell phone text. Not very smart.

That is what created the stress.

Why would you say anything negative to the gate agent when it was your actions which created the problem in the first place. They should not have let you fly.

Guest

You got what you deserved. Hopefully a lesson learned, unlike the airports in Egypt.

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Anonymous
map-marker Hendersonville, Tennessee

Southwest Airlines Customer Care Review

Sothwest Air Charleston employee Clarence Hastler is a poor reflection for an otherwise great company. He was rude, spit on me and even shoved me before I could get away from him. He is a baggage handler and Southwest would well advised to keep him far away from their customers.
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Reason of review:
Poor customer service
Anonymous
map-marker Boston, Massachusetts

Southwest Airlines Flight Attendant Review from Boston, Massachusetts

Flight attendent was rude to me on Flight to Boston. We were talking to the couple next to us about going to Boston Marathon and our pets etc. and she said we were too loud. When I asked her if anyone had complained, she said she could hear us in the rear galley (we were the 2nd seat from there) and if she could hear us it might be bothering other people. We complied, but I will never fly Southwest again after this trip. She was rude and demeaning and it embarrassed me.
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Reason of review:
Poor customer service
3 comments
Guest

I had a very similar experience with a rude flight attendant - it seems to be a hallmark of Southwest.

Guest

In an airlines, you sit side by side. You say "we" [meaning 2] were talking to the couple [meaning 2] next to us.

Unless you sat in a four seat center section, you were shouting across an aisle.

Even if you were sitting in a 4 seat center section, the people on the end of the group of 4 would have to talk loudly or yell for the person on the other end to hear. Perhaps you were louder than you thought.

Guest

At least I won't have to encounter you on my favorite airline.

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Boleslaw Zcj
map-marker Flint, Michigan

SouthWest Rapid Rewards Card

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We tried booking tickets using Southwest Rapids reward card immediately after signing up. When we called Chase to sign up they said we could use card once approved but had to contact another branch of Chase to get card number to book tickets. We called Chase-2 and they could not give card number but said if we sign up online we could use the card to book Southwest tickets. We canceled phone activated application and signed up on Southwest online. Account was approved and activated by Chase but could only see the last 4 numbers of account. Security, I get it! So we contacted Chase-3 again and they said we should have had the trip in our Southwest checkout online. I check and we did have the trip in our checkout and still couldn't book the trip. What a run around!!!! We ended up using our DELTA card to book our Southwest trip. We are planning many trips this year so were trying to get the 25,000 reward miles by spending $1000-no problem! Southwest needs to get with Chase and get their story straight!
View full review
Pros:
  • Good airline but rewards issues frustrating
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

3 comments
Guest

You try to book a trip "immediately after signing up." The problem is your failure to read and comprehend what is clearly written. Southwest's website states: "Earn 25,000 points after you spend $1,000 on purchases in the first 3 months your account is open." Get it.

You don't get the points until you spend the $1,000.00.

It seems your rushing things is the cause of all the problems, because otherwise you would have had the credit card and used it. You are the problem, not Southwest.

Guest
reply icon Replying to comment of Guest-1110511

Obviously I was not trying to use the 25,000 points before I earned them? I wanted to "purchase" my tickets with the approved card so I can EARN the 25,000 points for another trip I will be taking in the future.

I was immediately approved with ample credit and saw the last 4 digits of my card number online.

Why go through an online approval process if you can use your card???

Southwest has a problem!!!

Guest
reply icon Replying to comment of Guest-1110762

Their procedure is really messed up. If they do not want you to use the card immediately, they should put a time limit before it becomes active.

You really did get the run around. Sorry about my prior comment, I did not realize you were trying to purchase a ticket with money, not points.

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Anonymous
map-marker Austin, Texas

SOUTHWEST CUSTOMER SERVICE SUCKS!

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This is not about the money. It’s about the concept and the disrespect. I went on and paid the $550 to make sure I got my father there, but take a moment to read this again and realize what happened from my point of view. Southwest Airlines does not care about their clients and have no problem screwing me for a few hundred more dollars. Those were my thoughts after hanging up with Terese. I also want you to look at the history of my family. David, Teri, Amanda and Patrick Finnegan and LOOK AT HOW MANY FLIGHTS AND HOW MUCH MONEY WE HAVE SPENT IN THE PAST 30 YEARS on Southwest Airlines, not to mention the 6 Southwest Rapid Credit Cards we all have. I will not book another flight on Southwest Airlines until I hear back from someone and I plan on cancelling ALL of my Rapid Rewards credit cards until someone contacts me. Once again, I know it was not your fault, but Southwest Airlines has a better brand and name recognition then the crap I wrote above. I hope this reaches someone with authority who will help out with this situation or prevent it happening in the future. Is this really your mission statement below? The Mission of Southwest Airlines The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. To Our Employees We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer. January 1988 Thanks for your time. Patrick David Finnegan pfinnegan@***.org 512-473-**** 1011 San Jacinto, Suite 330 Austin, TX 78701 Southwest RR # 8421****
View full review
Loss:
$300
Reason of review:
Poor customer service

Preferred solution: Price reduction

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