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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 532 customer reviews. Consumers are mostly neutral.

  • 54% 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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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 3Southwest Airlines - Ticket fare not refunded in the aftermath of Hurricane... - Image 4
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Top Southwest Airlines Reviews

Positive Review

"Concerned husband"

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My wife flies on Southwest frequently. About 1 month age she applied for a southwest credit card. Shes not heard a thing about if she got it or not

Critical Review

"Poor service"

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The ticket you get with the info for your connecting flight is not your ticket when you go to get on your connecting flight. I had to leave the boarding I had...

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flight service customer southwest customer service flight credit ticket airline luggage credit
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Cortnee Oru

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 Washington, District Of Columbia

Poor service

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The ticket you get with the info for your connecting flight is not your ticket when you go to get on your connecting flight. I had to leave the boarding I had paid extra for and stand in a long line to get another ticket with the same info on it as what I had?

None of the staff is helpful - they are a hot mess, slovenly. Tattoed, extremely overweight the whole experience roundtrip was awful and my last with Southwest - awful airline it is worse than the bus.pay the $100-200 more and fly another airline

View full review

User's recommendation: Fly another airline.

Resolved
Sikandar P Rpq

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

Resolved: SOUTHWEST SUPPORTS CHASE’S DECEPTION

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Updated by user Jul 02, 2025

Gave up and just accepted the credit card fee.

Original review Jul 02, 2025

Southwest should be ashamed to promote a credit card, Chase Southwest Priority Card, that lies to their customers. I trusted their partnership with Chase and ended up with a useless benefit and a $149 fee I can't get back.

They never warned that the free checked bag only works in limited cases.

Southwest pretends to care about flyers but lets Chase exploit their brand. Not cool.

View full review
Loss:
$149
Pros:
  • Generally affordable fares
Cons:
  • Authorized users do not receive same benefits
  • Ambiguous and unclear communication
  • Lack of support or resolution for chase card issues

Preferred solution: Apology

User's recommendation: Do not get a Chase credit card

Alison S Mds

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

Policy changes

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Original review updated Jul 08, 2025

My family has been loyal Southwest customers for 30 years. No longer.

You are now no different from the other airlines, and your prices are higher than theirs.

You distinguished yourself by having free baggage. Now I am charged even though when I made my reservation, nothing was said about new fees.

I hope you realize that passengers are now all going to have carry-ons and you already didn't have sufficient overhead storage. The last boarders won't have space. Then they will have to have those carry-ons checked, which delay departure and annoy everyone concerned.

What were you thinking?

And it is infuriating that you call these changes "customer ehhancements." That is a sheer lie.

Goodbye, Southwest. I won't even be looking at your flight schedules anymore.

You have betrayed our trust, and you will soon see a huge customer decline.

View full review
Loss:
$70
Cons:
  • Higher prices
  • New baggage fees
  • Change in fare structure

Preferred solution: Price reduction

User's recommendation: Don't fly Southwest. Their culture has completely changed and they no longer care about customers. Other arilines are now cheaper.

1 comment
Guest

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Dana G Cpm

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Verified Reviewer

They did nothing when I reported items stolen from my luggage

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They go to the trouble to ask about your items and value, but did nothing to reimburse me. There was no damage to the exterior of the bag, but once opened it was a real mess!

There was no TSA note. Someone took expensive pants and then I noticed jewelry missing along with a mascara from my makeup bag.

Someone had time to really go through my checked bag. I have lost confidence in their security.

View full review
Pros:
  • Excellent service and price
Cons:
  • Employees that steel

Preferred solution: Full refund

User's recommendation: Don’t hire employees that steel! Reimburse loyal customers.

Nevermind S

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 Grand Prairie, Texas

Suck Worst Airlines

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Flight and war was delayed more than four hours Others on the same flight received $100 credit by way of email. I never received anything, and its their policy to compensate for delays not weather related when it comes to delays. They have no customer service Therefore I wont be using this airline anymore Delta Airlines here I come.

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Walter W Shc

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Verified Reviewer

Complaint

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My $5000 Louis Vuitton bag was taken from me and sent in the luggage hold. I was not allowed to bring in my bag that I've taken as an on-board hand-held many times in the past.

I've seen larger and less expensive bags allowed as carry-on. I'm pissed and upset by the inconsistent treatment and destruction of my property.

View full review
Loss:
$5000
Melissa K Jnu

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

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
Southwest Airlines - Ticket fare not refunded in the aftermath of Hurricane... - Image 2
Southwest Airlines - Ticket fare not refunded in the aftermath of Hurricane... - Image 3
Southwest Airlines - Ticket fare not refunded in the aftermath of Hurricane... - Image 4
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!

View full review
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...

Kathy A Clm

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

Overcharged on checked bag??

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When checking my bag at RDU airport on June 3, I was supposed to get one free checked bag, which is what I had. It weighed 55 pounds.

I was charged $150.00 for being 5 pounds over.

That sounds outrageous. May I get a partial refund of that huge fee?

View full review
Loss:
$100
Pros:
  • Stewardesses are proficient and delightful
  • Baggage check in attendants are proficient
Cons:
  • Baggage check in attendants at rdu are impatient and irritated with the slightest customer delay

Preferred solution: Price reduction

Sharen A Mxj

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

Unable to apply flight credit

During the payment process, the system asks for a confirmation number, but I can't pay for the flight and apply the credit.

View full review
Loss:
$245
Pros:
  • Flight attendants
Cons:
  • Terrible online customer service

Preferred solution: Full refund

Anonymous
map-marker Dallas, Texas

Is there a fee for luggage

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Why is there a fee for luggage after all these years a person may not be able to pay for luggage this is ridiculous we pay a lot of money to travel already.

View full review

User's recommendation: Free luggage when you’re flying

Resolved
Alice F Aoj

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

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.
View full review
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.

Zykeria Vxj
map-marker Hattiesburg, Mississippi

Confusion over how bonuses saved travel points from previous vacations

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I need help using the points and money I have left. I am looking for a 3 day cruise ooit of new Orleans for 2 adults, all inclusive and want to apply what I have and know how to use and apply this.

Please have someone that is capable of understanding and helping me with these issues as it's wasteful sitting there.

I wouldn't need the air travel but want to capitalize on your excellent travel experiences, destinations and vacation options. Contact me via email or 601-941-****

View full review

User's recommendation: Ask questions

Brittain Kae
map-marker Elkhart, Indiana

Concerned husband

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My wife flies on Southwest frequently. About 1 month age she applied for a southwest credit card. Shes not heard a thing about if she got it or not

View full review

Airline Expert Talks

Airlines making masks optional | How to travel safely this season?

Airlines making masks optional | How to travel safely this season?

May 25, 2020

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
Jamie Larounis

Jamie Larounis is a travel industry analyst with the Upgraded Points who shares tips on hotels, airlines, trains, and loyalty programs.

Anonymous
map-marker Louisville, Kentucky

Excellent

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The service was excellent professional, friendly professional, courteous the representative made me feel good and welcome. I appreciate all your help.

View full review

User's recommendation: Go Southwest excellent service

Tyreece Mln

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 Texas City, Texas

Flight credit for military

My husband boughs ticket to see out daughter graduate military bootcamp on April 17. Then he had to change his flight but three only offfeted him a crediti and a e would like to see if three is any way we can use the credit under William sister to out military daughter Kayla rose montalbano. She is active duty

Military

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Colletta Zdj
map-marker Iron Mountain, Michigan

Flight cancellation complaint

My flight got cancelled and rescheduled for 2 days later. I had to put $500 towards a new airline and I want a refund. Southwest should have offered to waitlist me on another flight, or offer me means to get to my destination the day of.

View full review

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 50 out of 934 in Airlines and Air Transport category

Area Served

USA, UK

Payment Methods

VISAMasterCardAmerican Express

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