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Southwest Airlines

Southwest Airlines

www.southwest.com
What is your customer experience with Southwest Airlines?

Southwest Airlines Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Southwest Airlines has 2.6 star rating based on 524 customer reviews. Consumers are mostly neutral.

  • 55% of users would likely recommend Southwest Airlines to a friend or colleague.

  • Rating Distribution
  • Pros: Baggage policy, Bags fly free, Low price.
    Cons: Poor customer service, Customer service, Unprofessional employees.

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How Good is Southwest Airlines Customer Service?
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 2Southwest Airlines - Because I want paid for my suitcase,this is not the first... - Image 3Southwest Airlines - Ticket fare not refunded in the aftermath of Hurricane BerylSouthwest Airlines - Ticket fare not refunded in the aftermath of Hurricane... - Image 2Southwest Airlines - Ticket fare not refunded in the aftermath of Hurricane... - Image 3
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Top Southwest Airlines Reviews

Positive Review

"354E3E"

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Requested voucher number lost since January and got it right away! Very pleasant employee. I will fly Southwest again User's recommendation: Use Southwest!

Critical Review

"Changed flights with no warning. Never contacted us."

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They wrecked our Vacation. changed flights with no warning. Never contacted us. Don't use Southwest they left thousands of us stranded 2 years ago do to a...

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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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Melissa K Jnu

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Verified Buyer
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Verified Reviewer

Ticket fare not refunded in the aftermath of Hurricane Beryl

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Southwest Airlines - Ticket fare not refunded in the aftermath of Hurricane Beryl
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Contains 1 confidential file for company representatives

Star rating doesn't apply here... read on to learn why.

I don't fly often, but I've always appreciated SW change policy, where you can use the funds from your ticket toward another ticket in the future, but the policy has since changed with the type of fare my mom purchased.

In the past, if there was ever an issue, it used to be that you could discuss a situation with a supervisor, and they would take into account special or extenuating circumstances but not these days yet feel this is a special case with extenuating circumstances.

I appreciate the opportunity here to vent because I feel the aftermath of Hurricane Beryl's devastation warrants consideration and automation doesn't cut it!!!

My mom purchased my $518.92 southwest airline ticket for me, so I could visit and help her out. I planned to fly into Houston Hobby to visit my mom, who has had congestive heart failure. My flight was booked to depart on the afternoon of July 11, 2024, at 2:40pm PST on flight #1015 arriving Houston 7:55pm CST and scheduled to return on July 15.

July 8 hurricane Beryl hit the Houston area. There were huge power outages with over 2 million people without power, gasoline closures and shortages across the region as well.

This included my mom's area which is 45 minutes south of Houston. I was in communication with her after the storm and regarding her ability to get gas for her car and charge her phone and computer. We decided it was best if I still planned to come and help as I was deeply concerned about her health and welfare in the midst of this crisis.

On the morning of July 11, I spoke with my mom, and she said she had very limited battery life available, yet we confirmed my arrival time that evening at 7:55pm.

Later that afternoon however, I received a text notification from Southwest that the flight was delayed.

I tried repeatedly to get in touch with her to let her know but couldn't reach her as my calls went repeatedly and directly to voicemail, an indication her phone no longer had a charge and she didn't have power. I was extremely worried as my arrival would put me in so late and my mom was in poor health and I did not feel comfortable with her being on the road without cell service and no way to communicate with her about flight delays and no way for her to get help if anything happened to her or the car on the long drive up to Hobby Airport.

And then I received a second flight delay notification and again no way to let my mom know about these changes that were pushing late into the night.

I didn't know what to do - travel or not travel. The flight delays would have left her at the airport not knowing what happened, and when or if I would arrive. Her mobility is extremely limited due to her heart condition so it wouldn't be easy for her to run into the airport and speak with a service agent.

It was clear to me that her safety was the most important. After some considerable research on my part, I was able to track down a neighbor of hers to relay my message, since my mom did have any form of communication since her phone was dead wouldn't be safe.

Several days later, I went to rebook my flight and discovered that I could not use the value of my SW flight towards another SW flight.

I was shocked! What happened? I didn't fly, so my funds should post to re-book ticket, but I learned that as I was trying to desperately trying to figure out what to do and prioritize my mom's safety and track down my mom or someone who could relay a message, I needed to have cancelled my reservation in advance. I understand this now but was not aware at the time as I was in the midst of focusing on how to navigate the situation, prioritize my mom's safety, navigating the SW flight delays, and trying to get a hold of or get a message to my mom, all of which was extenuating circumstances and beyond my control.

As a result, neither her nor I was able to afford to purchase a new ticket and lost out on more than $500.

She was super upset about not getting refunded as was I! I haven't been able to fly out and spend time with her but I am trying to save up to hopefully be able to fly out this autumn. I honestly feel that my mom should not have had to forfeit her money for the ticket due to the circumstances but at a minimum, receive a flight voucher for at least half the airfare in consideration of the situation.

BUT I wasn't able to discuss this with anyone... since everything is automated now.

Very disappointing Southwest! I've been a loyal customer for decades and virtually exclusively fly SW because of your customer service and flexible change policy.

Star rating isn't applicable because I still appreciate SW fares but am EXTREMELY DISAPPOINTED with this situation! So they get ZERO starts for this situation only!

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Loss:
$519

Preferred solution: Full refund

User's recommendation: Be Warned - no live customer service agents to assist in times of need

1 comment
Guest

"I wasn't able to discuss this with anyone" That's because there is no discussion. YOU agreed to this when YOU booked the tickets.

All the other noise about your mom is simple padding. Next time, read the terms before you agree to them...

Resolved
Alice F Aoj

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Verified Reviewer

Resolved: Wheelchair service

Updated by user Apr 16, 2025

Company fixed the issue and I have been provided with apology.

Original review Apr 16, 2025
At the Denver Airport, there was no wheelchair to await me when I landed. The lady at the desk was extremely rude saying that I didn't have wheelchair service noted on my boarding pass.

There was no mention of it when I purchased the ticket or when I checked in.
Then, when I arrived in Phoenix Sky Harbor on my return flight, there were wheelchairs, but nobody available to push them. There were four people and we waited for almost an hour before somebody came to get us. Two of our people used the wheelchairs as walkers and proceeded to leave the area.

We two remaining could not do that. Please hire more assistants.
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Pros:
  • Free baggage - necessary
Cons:
  • Deciding to charge for luggage

Preferred solution: Apology

User's recommendation: Call, email, write, text your carrier about wheelchair service.

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.

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

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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!

View full review
Loss:
$711

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

User's recommendation: Stay away!

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?

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.

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

About

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Summary

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 reviews and complaints

Southwest Airlines is ranked 51 out of 910 in Airlines and Air Transport category

Area Served

USA, UK

Payment Methods

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