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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 525 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...
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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

"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...

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Walter W Shc

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

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
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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!

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

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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:
  • Baggage check in attendants are proficient
  • Stewardesses are proficient and delightful
Cons:
  • Baggage check in attendants at rdu are impatient and irritated with the slightest customer delay

Preferred solution: Price reduction

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.
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-****

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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
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
Cordell Oms
map-marker Kansas City, Missouri

No customer service!!!

Couldnt get anyone to answer . Automation , could not answer my question.

Lack of response, not good service . Poor relations

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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.

View full review
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.

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.

View full review
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.

Updated by user May 01, 2025

I’ve heard nothing from southwest,

Original review Apr 15, 2025

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

View full review

Preferred solution: My ticket sent to me at my email. maryjuliaj85@gmail.com #3ZDKM2 my rewards #20012426781

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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

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 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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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 926 in Airlines and Air Transport category

Area Served

USA, UK

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