Southwest Airlines
Reviews and Complaints
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Verified Reviewer
Complaint
- - Booked 28,500-point Tampa Riverwalk; arrived to no reservation.
- - Hilton canceled for suspected fraud without notice; Rocket Travel couldn't re-book.
Love this airline and their Rapid Rewards credit, with the exception of their 3rd party hotel partner--Rocket Travel.
1. Booked hotel at Tampa Riverwalk Hotel using 28,500 points on April 20 for my daughter's graduation.
2. Showed up May 07 - no reservation.
3. Hilton had allegedly cancelled me due to suspicion of fraud. I guess my Hilton Honors card had my old address, and they decided to cancel--how stupid! No one told me my reservation was cancelled.
4. Had to call Rocket Travel, who acknowledged the booking was indeed cancelled--asked them to just re-book it.
No can do--said let me pass the phone to the hotel front desk woman. No can do. They had to call her all the way from India, I imagine--no biggie.
5. Still could not get the reservation reinstated.
6. Paid $169 (I'm sure plus plus) just so I could get changed for my daughter's graduation and have a place for wifey and I to stay tonight.
I love Southwest, love my Chase Rapid Rewards card, but abhor their 3rd party hotel program. Rocket Travel absolutely sucks as this is my second time using them, having issues, and getting screwed.
I have no doubt my miles will be restored, but I think someone should refund my out-of-pocket expense, likely $200 all in.
They can even keep the miles if I get a refund.
I am a veteran traveler--folks, 3rd party sites are only good if there is not a problem--they're okay. If there is a problem--you will be doing triple time to resolve it!
Hilton was super cool assigning me a riverfront room.
User's recommendation: Avoid Southwest Hotel Program
Scottsdale, Arizona
Can’t log in / saved info doesn’t work/ can’t seem to change
A very nice representative sorted through the chaff and found a kernel of truth. I had no account!
Or at least that's how the system acted. So I will create one.
- Super people
User's recommendation: Don’t screw up!
Oklahoma City, Oklahoma
Flight information needed
They hung up on me half way through the call after waiting over 30 minutes. I never received a solution to my issue
User's recommendation: Don't hang up on me
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Verified Reviewer |
Puyallup, Washington
Stewardess review
- - Kimberly was awesome and positive on flight WN2076 LAS to SEA.
- - As a military traveler, her attitude helped me through a hard time.
flight WN2076 LAS to SEA on march 17th Kimberly was awesome and so positive she was the best ever, if she doesn't get Koo dose I will never fly SW ever again. I'm military and it come at a time that is hard for me to fly and her attitude helped me through. you should be happy to have her.
- Kimberly is the best steward ever she is so positive
Preferred solution: more stewards like Kimberly on flight WN2076 on March 17th LAS to SEA
User's recommendation: Have more like her.
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 |
Urbandale, Iowa
Clive
Corrected our email address and received our confirmation before we hung up. Our
Problem was corrected and looking forward to our flight.
Cleveland, Ohio
Hard to navigate. Unable to register/sign in to set up my rewards chase credit account for mobile services.
How about click your all done. Very simple steps!
I dont need at least a hundred symbols.
Im done! thats all folks thanks
User's recommendation: Make it work easier for seniors.
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Verified Reviewer |
Saint Louis, Missouri
POE558@***.COM
- - Unauthorized charges by a travel agency for Southwest tickets for 19 people I don't know; statement received, card stopped, more charges may follow.
I HAVE $14,201,33 CHARGES ON MY CREDIT CARD BY A TRAVEL AGENCY FOR TICKETS FROM SOUTHWEST AIRLINES. FOR 19 PEOPLE I DO NOT KNOW.
I JUST GOT MY STATEMENT IN THE MAIL, PLUS THE CREDIT CARD COMPANY STOPPED MY CARD BUT THERE ARE MORE CHARGES STILL COMING I AM . REACHING OUT TO YOU SO WE CAN HELP TO FIX THE PROBLEM .
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 |
Lafayette, Indiana
Problem with account
- - I can't log into my Southwest account.
- - I've contacted Geek Squad and Southwest agents with no help.
- - I was told a new account would lose my points.
I can't log into my account
I can't receive emails from SOUTHWE ST to change my password. I have checked with my phone carrier, I asked the Geek Squad forhelp.ihavetalked to at least 10 SW AGENTS.
NOONE has been able to help. I was told if I opened a new account I would lose my points
HELP
Kansas City, Missouri
Switching Airlines New Policies are awful
- - Longtime RR member; assigned-seat flight was awful.
- - Wife paid to check a bag and couldn't get an assigned seat.
- - Gate bag checks slowed every leg.
I just flew my first "assigned seat" flight after being a RR member for many many years and it was awful. Also my wife had to pay to check her bag and couldn't get an assigned seat, because our credit card only allows me, even though she is a 50% user.
The process of begging and begging people to check bags at the gate slowed down every single leg of the flight. Go back to the reason i used southwest or I'll fly a different airline.
You're now the equivalent to Spirit. SWA is now a garbage eater.
User's recommendation: My recommendation is to play Southwest Airlines in the group with the other discount airline like spirit and frontier. There’s no unique reason to choose Southwest Airlines anymore.
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 |
San Antonio, Texas
Confused
I was confused by all the options that left me without any real choice. At 81 years old, I'm easily left confused.
Buffalo, New York
Seat assignments
Mary answered my question in a timely and professional manner. She was very helpful and pleasant. Thanks
Montgomery, Alabama
Lost baggage fireair
- - Bag with a firearm misplaced by Southwest Airlines.
- - No status update by text after ~10 hours; two calls to customer service with no resolution.
My bag with a firearm has been misplaced by Southwest Airlines. I was given a text where Southwest Airlines was going to update me on the status of my lost or misplaced bag.
After almost 10 hours, I have not received a text update from Southwest baggage.
I have made two calls to Southwest customer service with no resolution. Very poor follow-up by Southwest, especially concerning a firearm.
- Usually a great airline i use all the time for business travel
- Seems like not a good policy on lost or misplaced bags
Preferred solution: Deliver product or service ordered
I hope that you're also calling the police to report a missing firearm.
Temecula, California
Ticket name change
Wonderful customer service best in a long long time representative was the best in a very long time super amazing
User's recommendation: Yes definitely
De Soto, Kansas
Updating profile
Gender not listed on my profile and it wouldn't let me update so I couldn't add passport info because it didn't match profile.
Compostela, Nayarit
Flight was canceled and I wasn’t notified.
- - Flight canceled at check-in.
- - After a 22-minute hold, I was booked on an undesirable flight.
- - A voucher was offered for the next flight.
When I went to check in, I found my flight was canceled. After 22 minutes of being on hold the representative books me another undesirable flight.
And a voucher for next flight.
Never knew why it was canceled. Not happy.
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LOL...Maybe you should be reaching out to this travel agency or better yet, your bank and the police.