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Southwest Airlines

Southwest Airlines
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www.southwest.com
What is your customer experience with Southwest Airlines?
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flight service customer southwest customer service flight credit ticket airline luggage credit
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Cordell Oms
map-marker Kansas City, Missouri

No customer service!!!

Couldnt get anyone to answer . Automation , could not answer my question.

Lack of response, not good service . Poor relations

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Mary J Xyc

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

Need my ticket sent to my email

The person who made my reservation didn't give my complete email address. My ticket didn't come to me.

It went to the person who made the reservation for me. I just wanted to give them my email address so they could send the ticket to me.

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Pros:
  • I like southwest

Preferred solution: My ticket and apology for poor customer service.

User's recommendation: If you have some one else making your reservation be sure they have your correct emailing address.

Norel F

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

Damaged bag

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Zipper ruined on soft-sided suitcase and had paperwork falling out. Hook both zippers together using a clip that is easily removed.

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Pros:
  • Bags fly free
Cons:
  • Seating arrangement

Preferred solution: Price reduction

User's recommendation: Do not put anything personal in outside compartments

Mary J Xyc

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

I just wanted to make one change. Your customer service was worthless. I was never able to make a correction to my email my ticket went to the wrong place or no place. THREE TIMES I WAS HUNG UP ON.

Updated by user May 01, 2025

I’ve heard nothing from southwest,

Original review Apr 15, 2025

Person that made my reservation didnt give my correct email-my ticket did not come to me. Just trying to get that corrected before my date of departure.

If someone could contact me or just correct and forward ticket to my email-maryjuliaj85@***.com-res#3ZDKM2 All information is on my account I just didnt get the ticket.

CAN SOMEONE JUST SEND TICK TO MY EMAIL. Thank you

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Preferred solution: My ticket sent to me at my email. maryjuliaj85@gmail.com #3ZDKM2 my rewards #20012426781

Tynetta Qri
map-marker Saint Louis, Missouri

354E3E

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Requested voucher number lost since January and got it right away! Very pleasant employee. I will fly Southwest again

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User's recommendation: Use Southwest!

Elimelech Qyv

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 Bellevue, Washington

Because I want paid for my suitcase,this is not the first time that’s money our properties should have been cared for in a better way

Southwest Airlines - Because I want paid for my suitcase,this is not the first time...
Southwest Airlines - Because I want paid for my suitcase,this is not the first... - Image 2
Southwest Airlines - Because I want paid for my suitcase,this is not the first... - Image 3

The persons that handle the baggage broke my brand new suitcase when I got back here in Houston this morning,so I need to be reimburse for my suitcase.

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1 comment
Guest

That suitcase is garbage. You'll get nothing.

Resolved
Breylin Ajs
map-marker Colorado Springs, Colorado

Resolved: Not a Pissed Consumer

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I did not speak to an agent as I discovered what I needed on your web site and completed my flight arrangements.

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Cerise Aoq

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 Westminster, California

Great airline!

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I mistakenly opened this message. I have no complaints with Southwest Airlines. Please ignore any negative feedback from me You're 5 star in my opinion.

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Cerise Aoq

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 Westminster, California

Great Airline! No complaints...

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Nothing happened. I mistakenly opened this message up.

Didn't mean to infer I had an issue. Southwest has been good to me.

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User's recommendation: Great airline!

Deborah F Irn

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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

Cheated me out of over $711.

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Contains 1 confidential file for company representatives

On 9/30/24, I bought a ticket for my mom to accompany me on a trip. After purchasing the ticket, I realized I had inadvertently purchased a duplicate ticket for myself.

It was my mistake. I can't fathom how I missed entering her details. I subsequently cancelled that ticket and immediately proceeded to buy her ticket. So, I applied for a flight credit.

I then inserted her information and everything was running smoothly until the payment step. I was unable to use the flight credit to pay for her ticket because the flight credit was under my name. I discovered that the credit was transferable. As a result, we created an account for her, transferred the credit, and subsequently purchased her ticket.

On Oct 2nd, we cancelled the ticket. As the 24-hour grace period for free cancellation and a refund had expired, she received a flight credit to transfer back to me, considering that I was the one who initially paid for the ticket. However, she was unable to do this because a credit can only be transferred once. As a new user with Southwest Airlines, I was unaware that when you receive a flight credit, you can only use it for a flight in your name.

I assumed that I would have a credit to use as needed given it was my money. When we cancelled the flight and she was issued a credit, I expected that I could have it transferred back to me. I'm certain that others also missed this one-time rule. Consequently, it seems that Southwest doesn't care if they trick you out of your own money.

Primarily by issuing you a flight credit that you can't utilize as you desire, and secondly by only enabling a one-time credit transfer. I understand that it was initially my mistake for not registering the ticket in her name, but it was an honest error. Despite this, Southwest had an opportunity to rectify this when I reached out to them and when I filed a complaint. I didn't ask for a refund, I merely wanted the flight credit restored to my name.

Due to this simple mistake, I have incurred a loss of over $711. If I had purchased the first ticket in her name and she cancelled and received a flight credit, she would've been able to transfer it to me with no issues, being the one and only transfer. To people who would suggest that my mom give me $711 and she keeps the flight credit, she cannot afford that. This was precisely why I was buying her ticket initially.

There would be no detriment to Southwest if they simply returned the flight credit to me. They would still retain the $711 revenue. The evidence is clear. They can clearly discern the mistaken duplicate ticket and they apparently know how their 'rules' manipulate this error to defraud me of $711.

I will never use Southwest again. Buyer, beware!

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Loss:
$711

Preferred solution: $711.40 flight credit returned to my account.

User's recommendation: Stay away!

Chanelle Ihp
map-marker Cupertino, California

Change flight and airport and day

I just wanted to speak with a ticketing agent about changing my flight date time and airport. Im not angry or upset. The phone did not work for me.

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Anonymous
map-marker Springfield, Illinois

Need to verify flight 2146 departure time today

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I was on hold for 45 mins and gave up. I wasnt pissed off was just wanting information and feel like most people probably arent pissed when they call but after 45 mins without any response .I believe anyone would have the right to be pissed off.

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User's recommendation: Don’t depend on this site to be able to answers basic concerns or questions.

Anonymous
map-marker Saint Louis, Missouri

Personal

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I was traveling from Jamaica to St Louis MO and I tried to check in. Your website only asks for PR card number and nothing from US citizens,yet it refused to allow me to check in.

I had to call customer service to be checked in.

That's unfair to me,I should be able to check in without having to call your service. Maybe next time I'll try another airline.

You also need to fly into Kingston from St Louis.

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Anonymous
map-marker Stayton, Oregon

Baggage

I have never written in before. I am so sad!!!

Do you not know your clientele? We are the people who cannot afford to fly other airlines. We are ordinary people. We are willing to sacrifice our comfort to get to see our loved ones or to travel on a budget.

We are extremely loyal!!! I only fly Southwest, but with todays announcementthat will be no longer. I cant afford to pay extra for larger seats and I REALLY cant afford to pay for luggage!!! Why would you change the one thing that sets you apart?

Do you have any idea how many loyal customers you are going to lose? Free bags was important to me (and to all I know who fly Southwest). I knew my fare would always come out better with Southwest because I wasnt going to nickel and dimed with extra fees. I wouldnt even check other airlines.

Now one of two things will happen with the majority of your customers. They will either shop all the airlines for the best deal (which means to compete you will have to lower prices) or many of us (including me) will have to take fewer flights. I always felt like Southwest stood for the common person and that you cared about the customer. Now I feel like you are like every other big company.

How can you make the most money? It is a sad day for your customers!

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1 comment
Guest

SouthWest was drowning in debt. They had to do something to stay afloat. Would you have preferred them to fold completely?

Barbara M Cxc

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

Problem making reservation

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The website didn't accept my credit card. I called SW, spoke with a pleasant representative, and she made my reservation over the phone.

She said the SW website was having some problems. I am not a pissed customer - I understand computers sometimes have problems.

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Pros:
  • Sw is great