Southwest Airlines
Southwest Airlines Overview
The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Southwest Airlines reviews show a 2.5 star rating from 342 reviews, 56% would likely recommend, with 60% unfavorable and 21% positive sentiment; consumers are mostly dissatisfied.
Key Takeaways for Future Customers
- Bags fly free remains a noted benefit for travelers.
- Many contact support seeking a refund for cancellations or billing issues.
- Expect Rapid Rewards and account login problems; bring patience and documentation.
- Advice from reviewers: Don't hang up until you are helped.
Negative Feedback / Risk Areas
- Poor customer service and rude or unprofessional employees.
- Frequent account login and reservation system failures.
- Refund delays, double billing, lost baggage and seat assignment problems.
- Delays and cancellations with limited communication.
Positive Feedback
Reviewers value baggage policy, number of destinations and some helpful, patient agents who resolved issues.
The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Southwest Airlines reviews show a 2.5 star rating from 342 reviews, 56% would likely recommend, with 60% unfavorable and 21% positive sentiment; consumers are mostly dissatisfied.
Key Takeaways for Future Customers
- Bags fly free remains a noted benefit for travelers.
- Many contact support seeking a refund for cancellations or billing issues.
- Expect Rapid Rewards and account login problems; bring patience and documentation.
- Advice from reviewers: Don't hang up until you are helped.
Negative Feedback / Risk Areas
- Poor customer service and rude or unprofessional employees.
- Frequent account login and reservation system failures.
- Refund delays, double billing, lost baggage and seat assignment problems.
- Delays and cancellations with limited communication.
Positive Feedback
Reviewers value baggage policy, number of destinations and some helpful, patient agents who resolved issues.
Media from reviews
Southwest Airlines Collective Complaints
Manteca, California
Change flight
I had to make a change to my flight, and the customer service representative was absolutely outstanding. The process was handled quickly, professionally, and with genuine kindness. They patiently answered all of my questions, explained my options clearly, and made what could have been a stressful situation very easy and smooth.
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 |
Little Rock, Arkansas
I checked my small bag because I knew...
- I paid $45 for a small bag, but at the gate they offered free baggage.
- Flight numbers are WN1768 and WN1124 (conf AGVZF2).
I checked my small bag because I knew the flight would be full and I could have carried it on if it fit the criteria. I paid the 45.00, and when I got to the gate, they were offering free baggage because they needed the room.
Because people are crazy with their carry-ons, I believe I should get a refund for my bag. (45.00)
My flight was WN1768 and WN1124 confirmation AGVZF2
Thank you for your attention.
Preferred solution: Full refund
Schererville, Indiana
Book flights
- The staff member provided exceptional, friendly service and explained flight policy.
- They took time to answer reservations for me and my partner.
*** from *** *** was extremely customer friendly. She deserves the best team player award n representing good customer service award.
She had the greatest personality n cheerful voice explaining flight policy. She replied she loves what she do n love her job. She provided exceptional customer friendly service.
Thank u *** for taking out the time of booking my reservations n answering all of mine n my partner questions. God Bless you!!!
- Have wheelchairs for the disability
- Do not have enough workers to accommodate the disabled
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 |
Miami, Florida
I paid for a seat I was assigned another seat instead of the one I paid for
- Paid $84 for exit row seat, but got a different seat.
- Support saw payment but gave no explanation and the refund was promised in up to 30 days.
I paid $84 for an exit row seat. When I checked into my flight, I was assigned another seat instead of the one I paid for.
I called customer service, and they told me they didn't have a record of me paying for a seat, which frustrated me. I was told to show proof at the airport that I paid for the seat. I showed them the transaction on my bank statement, which showed the money coming out of my account. After speaking with three different people, I was finally told that they see I paid for the seat but had no explanation as to why I wasn't assigned the seat I paid for, and I was told I would get my $84 refund in up to 30 days, which made me angry.
One, I didn't get any explanation about this inconvenience, and I have to wait up to 30 days to get my money back. Terrible.
- Nonr
- Oprn
Preferred solution: Refund and a voucher or future credit
Kansas City, Missouri
Me cobraron doble mi pasaje
Llamo y no saben darme una explicación lógica. No deben de hacer eso así, lo que pierden son clientes. Es mi primera vez volando con ustedes y ya dejan un mal precedente.
Preferred solution: Me cobraron doble mi pasaje
User's recommendation: ***
Chicago, Illinois
They charged my account triple
- Triple charge of $888.80 on Jun 8 for tickets from KC.
- Only $888.80 credited; request full refund.
- Bank docs attached; please fix the discrepancy.
Tickets were purchased on June 8 from KC to ***. My account was charged triple at the amount of $888.80.
I received one payment of $888.80 credit back to my account on June 8. Requesting $888.80 to be credited back to. my account.
I am attaching documentation from my bank account. Attempted to call, received a call back and my phone was disconnected on your end.
Phone: ***
Email: ***.***@***.cim
Please rectify this discrepancy immediately
Thank you.
***
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 |
Miami, Florida
Complaint about a paid seat
I was not satisfied with the explanation, but the agent I spoke with was kind. I was really inconvenienced on my flight due to not getting the seat I paid for.
- Will we see after this issue
- We will see after this issue
Preferred solution: My money back for the seat I paid for but did not get and maybe a future credit or voucher
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 ReviewerDamage my property
- My shoes were destroyed and no action has been taken.
- Customer service is mostly unhelpful and a few reps were helpful, but no answers yet.
I still have not got a response yet
My shoes got destroyed and now they're not doing anything about it. Customer service is very unhelpful for the most part, and I feel like I'm getting a runaround.
However, I have had a couple of customer service reps who were really helpful, but I'm still not getting answers to my issue. It's very frustrating.
- Flight was great
- Careless about luggage and baggage
Preferred solution: Full refund
User's recommendation: Use them at your own wrist
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 ReviewerComplaint
- 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 [GEOGRAPHIC_DATA] using 28,500 points on April 20 for my daughter's graduation.
2. Showed up May 07 - no reservation.
3. [PERSON_NAME] 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 [GEOGRAPHIC_DATA], 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 [PERSON_NAME] 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!
[PERSON_NAME] was super cool assigning me a riverfront room.
User's recommendation: Avoid Southwest Hotel Program
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 ReviewerApple pay
- Purchased three tickets for Apr 24, San Diego to Oakland, with Apple Pay.
- No email or boarding passes; account shows a $205 pending charge.
I purchased three one-way tickets for April 24 from San Diego, California to Oakland, California using Apple Pay last week I never received email/number or boarding pass on my Southwest app. My account is still pending for $205 with Southwest Airlines. Please assist in this matter thank you.
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Verified Reviewer |
Mission Viejo, California
I’m urgently trying to track my...
- Expedia booked PSP-LAS on 7/23 and LAS-PSP on 7/28.
- Two passengers; Southwest flights 4199 (PSP-LAS) and 2318 (LAS-PSP).
I'm urgently trying to track my itinerary from upcoming trip to [GEOGRAPHIC_DATA] from [GEOGRAPHIC_DATA] 7/23 and return 7/28 from [GEOGRAPHIC_DATA] to [GEOGRAPHIC_DATA].
I made my reservation on Expedia.
Itinerary:
734121****1824
PSP to LAS
Jul 23, 2026
Southwest Airlines 4199 to [GEOGRAPHIC_DATA] (LAS)
Itinerary:
734121****3457
LAS to PSP
Jul 28, 2026
Southwest Airlines 2318 to [GEOGRAPHIC_DATA] (PSP)
Passengers:
[PERSON_NAME]
[PERSON_NAME]
I really appreciate your help.
Respectfully.
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Verified ReviewerHad to hang up before I had assistance.Trying to locate reservations
Had to hang up before I received assistance. Someone came to my door while waiting, and I had to hang up.
User's recommendation: Don’t hang up until you are helped.
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 ReviewerHelp with disability
Major surgeries. I will need help and adjoining airports unable to walk.
I fly out of [GEOGRAPHIC_DATA] in [GEOGRAPHIC_DATA]. [PERSON_NAME] had two hip replacements and back surgery.
I am unable to navigate by myself. Does that work?
User's recommendation: Haven’t received any help yet, so I cannot tell
Airline Expert Talks
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Airlines announce mask-optional policy. A travel expert, Jamie Larounis, talks about dropped mask mandate on airplanes and what it means for travelers.
Jamie Larounis is a travel industry analyst with the Upgraded Points who shares tips on hotels, airlines, trains, and loyalty programs.
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 |
Birmingham, Alabama
Resolved: Cancel EA+ coverage
No real person is available to cancel travel coverage. Called 3 days, no difference in response. The website seems stuck.
Preferred solution: Personal to cancel EA+ coverage.
User's recommendation: Answer with real present person not a recorded message.
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 ReviewerI need to know if I have to check a bag with an Empty Urn
No one seems to be able to find an answer to my question. I need to know if I can check AN EMPTY URN.
- I always travel on southwest it is a great company
- No one can answered my question why
Preferred solution: Can someone just answer my question that’s it
User's recommendation: None I am just disappointed that no one could get me an answer to my dilemma
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 |
Schenectady, New York
Dissatisfaction
Within 6 days, all 4 flights were delayed by hours, causing us to spend an unplanned night in [GEOGRAPHIC_DATA]. Unable to charge dinner to the room, we had to pay for it.
Changes regarding seat assignments have caused more confusion during boarding. We will not use SW again.
- Flights delayed or cancelled
- Seat assignment and boarding
- Lacking room for carry on luggage
Preferred solution: Reimbursed for the dinner we had to pay for in Chicago
User's recommendation: Am not recommending SW.
About
More than 36 years ago, Rollin King and Herb Kelleher started Southwest Airline. What began as a small Texas airline has grown to become one of the largest airlines in America. At the present time, Southwest Airlines flies over 104 million passengers a year to 64 great cities all across the country. Currently, Southwest Airline operates more than 500 aircrafts, including the "Shamu aircraft", "Lone Star One","Arizona One, "California One", "Silver One", to name just a few. Among other services, the company also offers optional services and products include hotels, vacation packages and cruises, cars; event tickets; travel insurance; discounted airport parking; onboard beverages and snacks; checked baggage and the like.
Southwest Airlines is ranked 60 out of 1079 in Airlines and Air Transport category
USA, UK
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You aren't entitled to an explanation as you are a nobody. Be glad that they gave you that little money back but don't expect a "voucher" for a free flight. You're acting as if you ate a steak and then wanted to get comped.
Exactly, they are only entitled to a refund. NOT A VOUCHER. They have entitlement issues.
Hilarious