Southwest Airlines
Reviews and Complaints

We are very senior citizens and seldom travel by air. On a rare recent trip from ***, *** (GEG) we were greeted on arrival by a Southwest staff member named ***.

She checked our bags, printed our boarding passes, directed us to the gate and shortly appeared at the gate to be sure our boarding went smoothly. Which it did. This was fight WN1882 on June 12.

Almost two weeks later we returned to ***. Enroute your bag tracking app had shown that one of our bags had missed our flight.

Arriving, we went to the baggage attendant and found it to be the same ***, who recognized us. She quickly found that the missing bag was already on its way and would catch up with us in less than two hours. This was flight WN1951 on June 21.

That was remarkable in itself, but it gets better.

Rather than having us wait for the bag *** arranged for us to return to our motel, retrieve our vehicle, go to dinner, then return to the baggage area, where *** had not only retrieved the bag but ran it out to the curb and loaded it into the car.

We want to acknowledge her as an employee who goes beyond the call of duty and made our flying experience much easier than we had anticipated.

Sorry we did not get *** last name. She did say she was the only *** at GEG,

*** and ***

After my mid day flight was canceled, I had a heck of a time getting thru to SW Airlines. Their phone communications is virtually impossible to connect to.

I don't know what else you can do when they send you to the online service and all the flights are full.

I called and got knocked off twice, while on hold. The system asks for you to key in you phone number. It reads back another number and it is very frustrating.

On my 5th or 6th try, I finally got thru to a wonderful customer service rep. Her name was Elena.

She helped me get booked on a red eye scheduled for the next morning. Even though she said the system said there was one seat left, it was not letting her book the seat.

She was experienced to know how to circumvent the issue and grab the seat for me. Very grateful!

I had never flown Southwest, and will say the on board service and flight were wonderful!

Rapid Rewards Login Issue - Error #: 40012**** & message that there was a hold on the account:

I can no longer log in to my SWA Rapid Rewards account. I keep getting Error #: 40012****.

I've tried the SWA website and the SWA App. I was able to confirm my account number, and it was correct. I did "Forgot Password," and it sent me a link to reset the Password. It said it successfully changed it.

But it still won't let me log in to the account. I could not find a number on their website to speak with a live person who could explain why I'm being blocked from logging into the account, even after I was able to reset the password and confirm my account # and User ID.

Finally, found the 800-SWA #, and I'm on permanent indefinite hold with an estimated wait time of 15 minutes minimum (held for 35 minutes). The representative said there is a hold on my account due to possible fraud. The representative was very kind and took time to research why the account was held and explained it to me.

She said it will take up to 30 days for them to investigate it and remove the hold off the account. She did show where I had sent them my ID on July 30th and she noted on the account that I called today.

She suggested after they take the hold off to call them back and put a secret code on the account. I appreciate them monitoring the account but it should not take 30 days to resolve this issue.

I went to rebook an existing flight. the sw credit card basically moved me up to choice, but then I discovered the hard way that it didn't.

They wanted $155 to rebook, and I said its like $200 cheaper and I could use the flight funds for something else. the basic fare is only good for 6 months, and was beyond when I was trying to rebook. I discovered this issue when trying to rebook. I called southwest and they aren't alowed to help me by either booking the flight and using the flight funds, or uncancel the reservation.

So I now have $850 of flight funds I am less likely to use instead of $200 that maybe I would use that I had already spent. also the increased price of the sw card yearly is also a negative. let alone the bag that is no longer free.

if they weren't the only direct flight to MCO... maybe I should just compare refundable flights and always rebook to cheaper fares?

Rules by other passenger wasnt followed, flight attendant did solve the problem, very angry that having lung disease a passenger decides to put on her make up and spray cologne which i asked the passenger not to, but the entire flight was sitting next to a very disrespectful entitled girl, i flew from San Diego to Sacramento with this person, yes I got angry and loud, flight attendant offered to move me, I said NO, same to the other, she declined, im devastated, i paid good money for this unacceptable treatment, how do I insure this won't happen again? RULES ARENT TO BE BROKEN, ive been flying southwest for over 10 years, this a 1st

My husband and I are retired seniors (on a fixed income) and planned a cruise in 2024 for July 2025. But in Dec 2024, my husband had to have an angioplasty that went wrong and he ended up in the ER twice.

The bungled angioplasty ended up giving him a swollen leg that had a clot that needed a stent in the leg. The swelling lasted about a year. He couldn't travel with a swolen leg so I cancelled the flight but was not given a refund.

Southwest AIrlines, instead of refund to the original form of payment, issued a voucher (valid for 6 months) for a future travel under my husbands name. I explained that he was not going to be able to travel due to his condition.

The response was to call back in 6 months to extend the voucher and they couldn't and wouldn't transfer it to my name or provide a refund. 6 months later, I had the voucher extended again because my husband was still unable to travel and the airlines also wouldn't transfer it to my name (I'm his wife) since I was able to travel. They refused to transfer the voucher to my name and they still refused to refund to the original form of payment.

Over a year later, I requested for another extension of the voucher, on compassionate grounds but now they refuse to do that also saying they've extended the voucher twice already. My husband is still unable to travel.

So now, we've lost our funds due to the rigidity of the airline rules. They've taken our money for a service that has not been provided.