Southwest Airlines Reviews

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Poor customer service

Southwest Airlines - Poor customer service
9/20 Flight 1943 #S4YZLR Prior to departure, the Gate representative B12 @BWI African American, name unknown ,came into the cabin row 4 on the left side of the plane window seat and asked me out loud how I was able to get my puppy on board because he didn't see the my dog on his list..(or ESA on his list,) when it was clearly on my ticket (attached photo)and he scanned me in.. He had the opportunity to ask me as I walked on the platform with my dog when we pre- boarded because I was recently given A-List status. Instead he waited until the boarding process was completed and every passenger watching and overhearing his loud statements. CLEARLY EMBARRASSING ME! After he embarrassed me, then the older stewardess, Caryn, and the asked me to place my dog in his backpack carrier and lock it... I have seen other larger dogs aboard your planes and sit in the leg room of the aisle.. 3 dogs on the same flight with no carriers. I was also told on other flights that it was ok to have him sit on my lap which I rarely do because he likes sitting on top of his canvas carrier under the seat in front of me. I was worried about him bc he was acting overly lethargic so I placed him on my lap..He is a very well behaved puppy and quiet for the entire 3:45 min flight, every single flight. For the third time I was approached, by the younger Caucasian stewardess with her tablet in hand reading me the rules because I stated they were the only crew from all my flights that continued to badger me repeatedly without asking if he was an ESA. They all ASSUMED that he was a paid for pet on the plane, not my ESA for my Panic attacks, anxiety, and depression. They claimed it was not on their itinerary..They SHOULD HAVE SPECIFICALLY ASKED first!!! Instead of asking what kind of pet they only asked if he was a pet. Of course I replied yes because he is! Automatically they assumed and reacted without biased conviction and proceeded to reprimand me for not following the rules. I include him under special assistance on EVERY reservation and have to check in with the representatives at your full service check in... Perhaps there is a delayed response and error in your system bc its on the reservation and was on my boarding pass. This flight crew has been terribly disrespectful and unprofessional towards us and I am truly upset . This is the second complaint that I have sent to you in last 6mos.. At this point I don't feel an apology from each of the offenders will make me forget how they mistreated me. I suggest they need to relearn how to gently approach your clients with caution when they communicate as not embarrass and insult your clients. I know this because all my life I too provide customer service even in the medical field.. They repeatedly stress the importance of our behavior towards every individual we come across with dignity and respect and that includes strangers, families, the patient, and each other because being kind and courteous makes the difference that people remember and poor treatment is not tolerated ! It only takes one person's negative experiences to make a negative impact on your entire company.. After these incidents, I have reached my boiling point and will publicly state that I was treated with racism on both instances. I will not hesitate to post this and my other email complaint of your biased and racist employees and your lack of accepting responsibility on their behalf, all over Social Media dependent on your reply and actions you take. I was disappointed from your previous email response and let it go until today due to the repeated offensive attitudes. Brief recap: The gate agent in Baltimore that didn't greet me if I needed assistance just stared at me with discernment and proceeded to embarrassed me at the gate asking me what i was standing near the gate for?! I made a complaint to the floor manager, he spoke to that agent and yet the agent still made no effort to apologize prior to me boarding so I expressed my concerns. That email displayed your lack of concern or responsibility of how your employees treat every individual customer. Your response, disregarded how I was humiliated and made me cry. I am Extremely Disappointed and Disgusted! I will mention this only my 3rd formal complaint towards any company and your company is the 2nd and 3rd that I felt strongly about enough to write an email. Mind you my 1st ever complaint was posted on Social Media and part of many individual groups in the healthcare field and many miscellaneous groups that they responded immediately. I was informed that she, saleswoman, was removed from the largest and busiest location immediately .They were embarrassed of her behavior that reflected badly on the entire company. They kindly asked me to delete the post. I complied because they took Responsibility for her actions! Regards, Sheila Marucut #15224**** Sent via the Samsung Galaxy S10, an AT&T 5G Evolution capable smartphone
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8 comments
#1949618

Yeah that’s their job.

#1931978

"will make me forget how they mistreated me" Then move on with the rest of your (chuckle) life and find some other form of "closure" that will MAKE you feel better. Enough of the whining. It's incessant.

#1927065

What a Marucunt.

#1926701

Apparently the puppy isn't working if she still feels distressed now.

#1926917
@PissedConsumer1926701

Yes he does so screw u They apologized to me. Btw you have no right to say how he helps

#1927064
@PissedConsumer1926917

People on the internet have the right to an opinion if you have a right to post. Obviously you're an over amped karen with a me me me mentality. At least you got the dog...

#1926627

What a crybaby.

#1926612

Nobody is going to read all of that. It's longer than the U.S.

Tax Code ; Moses nailed it in ten short sentences.

You sound like a perpetual problem.. Don't be surprised if you are denied in the future.

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ID
#2181051 Review #2181051 is a subjective opinion of poster.
Service
Southwest Airlines Customer Care
Pros
  • Flights
Cons
  • Gotten rude and a rude attitude
Preferred solution
Let the company propose a solution

You double charged me and sent me and my baby to the wrong island

I was double charged triple charged actually then sent to the wrong island with my three year old babyWtf and then had 12 sheriffs sitting me and my baby for snapping that we were double charged and sent to the wrong island!! I want my money back now!!!

User's recommendation: Never use south west.

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ID
#2741430 Review #2741430 is a subjective opinion of poster.

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New Reviewer

Cancelled Flight

Our flight from Atlanta (#2847) was cancelled on 8/3/21. We were required to stay the evening. This was an unecessary expense for us. We feel stronly that this was an expense that should have been covered by Southwest. There was no offering of help or voucher of any kind offered for this expense. There was no attempt to give back our bags. I feel this isn't good customer service. I appreciate your time in considering our situation. The cost of our hotel room was $199.16. Thank you. Anita
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1 comment
#2042795

"We feel " No One Cares about your feelings but don't worry. Pull the terms YOU agreed to, show them the "feeling" clause that exempts you from the terms YOU accepted and YOU should be fine. Best of luck...

ID
#2740129 Review #2740129 is a subjective opinion of poster.
Location
College Park, Georgia
Pros
  • Price
Cons
  • Reimbursment for cancelled flight
Loss
$199
Preferred solution
Full refund
New Reviewer

To give a complaint regarding services

Rude flight attendants, and customer service call center not calling back even after 3 hours at the time they said they will call back in 40 minutes.
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ID
#2726817 Review #2726817 is a subjective opinion of poster.
Cons
  • Unprofessional employees
Preferred solution
Apology
New Reviewer
We had reservations to go to Las Vegas in February, 2020. Due to kidney stones wanting to come out of my body, and the Covid travel restrictions, we had to cancel our reservations and were told by SWA that we could get a voucher as long as we contacted them within 6...
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ID
#2726719 Review #2726719 is a subjective opinion of poster.
Loss
$592
Preferred solution
Full refund
New Reviewer

Change of itinerary.

Received- call back . Great Representative. Change made . Im happy . First time flying Southwest ! Good start !!! M. Manley

User's recommendation: Call if need help !!

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ID
#2714016 Review #2714016 is a subjective opinion of poster.
Location
Palm Coast, Florida
Pros
  • Bags fly free
  • Good customer service
Preferred solution
Price reduction

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Verified Reviewer
New Reviewer

Denial of request for vouchers

My husband and I were traveling on June 15 when our flight was involuntarily canceled. The soonest rebooking they offered was 48 hours later. This was not something we could do, as our three children were at home with babysitters. We ended up spending over $800 to book American Airlines flights, and Uber from Chicago to Milwaukee. It was a total nightmare! I emailed their customer service team, and still have not received a response. I did get an email saying They sent $200 in vouchers. To their credit, they did refund our rapid rewards points. But I had to call twice to get that to happen. I requested $800 in flight vouchers, to make up for all the extra money that we had to spend to get home. $200 is not sufficient $200 is not even close to what we lost.
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ID
#2706719 Review #2706719 is a subjective opinion of poster.
Location
Phoenix, Arizona
Pros
  • Flight itself was fine
Cons
  • Very stingy on refunds and vouchers
Loss
$840
Preferred solution
Full refund

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New Reviewer

Purchased Business Class Roundtrip Tickets

I purchased roundtrip Business Class tickets at a very high costs. Instead of being given assigned seats, the Agent announced open seating!!! I have been unsuccessful in reaching a representative by phone and have not found an online link to request a partial refund for the amount of these very high tickets!!!! Although masks were required to be worn in the Airport and on the plane, staff did not implemented the Policy. T

User's recommendation: Don’t purchase business class tickets. I was ripped off!

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ID
#2704076 Review #2704076 is a subjective opinion of poster.
Pros
  • Service at the gate
  • Bags fly free
Cons
  • Fare
Preferred solution
Price reduction
New Reviewer

Information on hotel reservation made through Southwest

Customer service agent was personable, however I still do not have an answer to my question: Where is my confirmation for my Hotel reservation made through SW using Booking.Com.
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ID
#2702258 Review #2702258 is a subjective opinion of poster.
Preferred solution
Deliver product or service ordered

CHARGES TO MY CREDIT CARD

My credit card was charged a fee that was not a Southwest Airline account. I was called by a travel agent number whenever I was changing my flight schedule. I had no idea it was a travel agent that I was speaking to. This is and was some type of scam whereas a 3rd party was brought into the mix. I don't know if someone at Southwest Airlines was in on this scam, but I would assume that.

User's recommendation: Be very aware to whom you are speaking. Ask if they are legitimate SW Airlines employees.

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ID
#2696439 Review #2696439 is a subjective opinion of poster.
Location
Pauls Valley, Oklahoma

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New Reviewer

Drivers License expired need to board a plane

Drivers license expired March 30, 2021, I renewed on line with DMV and registration was successful with payment, a print out of transaction was supplied, my drivers license card will be sent within 2 to 3 weeks, I'm flying to Las Vegas this Friday on business, will the print out showing drivers license renewed and payment made be sufficient to board a plane.
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3 comments
#2038130

Don’t even waste your time trying to go. You let too much time go by.

#2035507

That is NOT going to work.. They're VERY strict about proper ID. If you have a valid passport that might work.

#2035504

I hope not.

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ID
#2683414 Review #2683414 is a subjective opinion of poster.
Location
Upland, California

To give a complaint regarding services

My complaint is about the lack of professionalism of one of the employees at Southwest in Ft. Myers. I never got an answer nor a returned call from Southwest therefore unable to give the complaint. I stayed on the phone waiting for an answer over 3 hours.

User's recommendation: Don’t fly with Southwest.

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ID
#2679652 Review #2679652 is a subjective opinion of poster.

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Verified Reviewer
New Reviewer
I called Southwest Airlines to book my flight, hotel, and rental car months before our trip. I was assisted over the phone by an agent. Once I got to my destination, and picked up the rental car, I tried to call the number for the hotel, but it kept saying that the...
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1 comment
#2033823

" left us STRANDED in another" LOL...That's what you get for not using a REAL travel agent and going with a "bundle" arrangement for a trip to another country. You got the service you paid for.

ID
#2672667 Review #2672667 is a subjective opinion of poster.
Cons
  • Care nothing about their customers
Loss
$1800
Preferred solution
Full refund

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Verified Reviewer
New Reviewer

Possible scam charges on my credit statement

I had to change flight schedule. I was speaking with a man, he said he would transfer me to a different department. The phone call dropped. Then a call came in, a lady took my info and passed me off to another lady. After receiving my bank statement I found that an additional fee $118.97 had been charged to my account. I called the number connected to this charge, asked why the charge, he hung up on me up.Be on me

User's recommendation: Be aware when making changes to your flight schedule.

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ID
#2672435 Review #2672435 is a subjective opinion of poster.
Loss
$119
Preferred solution
Price reduction

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Verified Reviewer
New Reviewer

Fraudulent airfares

Southwest Airlines - Fraudulent airfares
Southwest Airlines website states if booking to NY IS done by 7/8/2021 , they are offering trips to LaGuardia (one way) for $157.00. This offer is no where to be found, hence the wanted to charge me $ 1400.00 RT!!!!

User's recommendation: Revering every petty item, statement & ask 99 questions & keep them on the phone as long as possible so perhaps they may change their false solicitations.

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ID
#2665451 Review #2665451 is a subjective opinion of poster.
Pros
  • Wi-fi
Cons
  • Deceiving
Loss
$1500
Preferred solution
Price reduction for family emergency in a timely manner. Amt of $ I will have to pay is exorbitant, therefore, RT tix is what I consider lost as well as time re no call backs for days as previously stated on ur recordings.

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Verified Reviewer
New Reviewer

Pay for extension on credit voucher

I booked a flight to Memphis TN a month before my flight for a Friday morning. I got a text that it had been cancelled, then I got a text that they had rebooked it for Saturday morning. I got to the airport on Saturday only to find out that it had been cancelled again. They then said the flight was not leaving until Sunday evening. Keep in mind we were to return to Phoenix on Monday. We asked for a refund. They will not refund the credit amount. That is okay I just want an extension on the creddit wihout having to pay for it.

User's recommendation: Make sure if you get a credit you need to fly before the deadline date. No book by date but fly by expiration date of your credit.

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ID
#2661838 Review #2661838 is a subjective opinion of poster.
Loss
$100
Preferred solution
an extension to use my credit without having to pay for it. I was told for an extension, southwest would deduct $100 from the credit of $225.96. I tried to use before deadline. Flight was cancelled 3SKS9T.

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