Southwest Airlines
Reviews and Complaints
Henrico, Virginia
Double billing my reservation is for Thurs 21 [GEOGRAPHIC_DATA] to BWI TO PVD. .i got an email that it was for today Wed 20th . I called customer service @4:00 and [PERSON_NAME] said that my co formation is for [PERSON_NAME]
I have a 5/21 Thurs confirmation for Norfolk to BWi to PVD.. I received an email saying the flight was today .
I call C Service and spoke to [PERSON_NAME] @4:00.
She said I am confirmed for Thurs . It must be a mistake.
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Verified Reviewer |
Queens, New York
Recent Policy Changes
- Baggage-fee expansion and the 'bags fly free' policy are discussed; open seating and reduced direct flights from hubs affect nonstop options.
First, the potential introduction or expansion of baggage fees is disappointing. The "bags fly free" policy has always been one of Southwest's most recognizable and appreciated benefits.
For many travelers including families and frequent flyers this policy was a deciding factor when choosing Southwest over other airlines. Second, the open seating model has long been apart of the brand identity and a feature many customers appreciated because it allows flexibility and efficient boarding. Finally, reduction of direct flights from major hubs such as New York and Atlanta. These routes are extremely important for both business and leisure travelers.
The direct flights significantly reduce travel time and inconvenience.
The availability of convenient nonstop options has always been a major factor when selecting an airline.
Southwest has built an incredible reputation over the years by doing things differently, offering transparency, simplicity and customer focused policies. My hope is that these changes are carefully reconsidered so the airline can maintain the qualities that have made it a favorite among travelers.
Franklin, Tennessee
? About flying in U.S. with fruit
- A flight attendant spilled a drink on my lap and did not return to help.
- I had to fetch towels myself and I expect compensation.
Previously I noted the poor response from the flight attendant who spilled an entire cold drink in my lap.. This happened on my return trip to Nashville from Sacramento March 27, 22026.
The attendant did not come back to my seat to off towels or wipe up the beverage that had also spilled on my legs, shoes, handbag, and floor.
I had to go to the back of the plane to find two attendants who were visiting in the back. First I was told to get a paper towel from the restroom. Ultimately one gave me a small stack of paper towels to deal with the liquid mess myself.
I'm thinking Southwest will want to off er me some compensation for my discomfort and possibly do some retraining of these flight attendants.
Thank you. Nancy Mathisrud
User's recommendation: Retraining of the flight attendants on this flight
Mccormick, South Carolina
Why my rapid rewards number not working
Customer service helped me by telling me to omit the zeros at the front of the number I had in my records and then assisted me with my online reservation.
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Verified Reviewer |
Houston, Texas
Unable to contact
Flight credit expires 3/12/26, and I am trying to use it towards a 5/11/26 $500 flight. Unable?
Need help; cannot lose $216 of my retired fixed income like this! Help me?
- Flight destinations
- Clear rules important rules concerning new policy
Preferred solution: Reissue credit that is mines
Dallas, Texas
Patient employee
The customer service representative was very patient kind and understanding. She took the time to research my request an attempt to resolve it in several different ways. She was absolutely wonderful.
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Verified ReviewerI’m pissed we get to the airport on March 16, 2026 to find out our flight has been delayed for two *** days I’m missing work my job is tripping about that I’m a Manager an I have a sick child at h
- Asked to provide a room and meals due to no money.
- The agent spoke to me disrespectfully.
- Care for a sick child; caregiver can stay until 10 p.m.
They said that I have to speak with you all about the flight I asked them at least put us up in a room and feed us we had know money . Then the agent talked to me like I wasnt *** I have to get back to my sick handicapped child the person I hired is only to stay until 10:00 tonight because thats what time we should been getting home I dont know if she will be able to stay then Im still *** This is crazy I been calling you all no answer at all
Preferred solution: Full refund
User's recommendation: Please don’t use know third party because they not helping us at all I can wait know two days to get home
Birmingham, Alabama
I didn’t say anything the first time but I have to go from [GEOGRAPHIC_DATA] to [GEOGRAPHIC_DATA]
I travel on Sunday but can I get my ticket [GEOGRAPHIC_DATA] to [GEOGRAPHIC_DATA] I was not complaining about anything I was wondering if I could come on Saturday to get my ticket if it is an option to call me about this [PHONE_NUMBER] thank you for all your help
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Verified ReviewerExcellent
Issue resolved. There was a computer glitch and it was resolved quickly and effectively. Tickets were issued.
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Verified Reviewer |
Houston, Texas
The representative’s caring voice and immediate attention to resolving the issue
- Credit issue was resolved immediately.
- The representative was caring and attentive.
- She explained how and when I would receive my credit.
I had a credit issue that was immediately resolved. The representative was caring and attentive.
She gave my issue/problem all of her available skills and knowledge. I was completely satisfied because she told me in details how and when I would receive my credit.
- Caring service
Preferred solution: My issue is being resolved
User's recommendation: Southwest is a company but feels like a neighborhood business. You will have very few issues.
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Verified Reviewer |
Cancun, Quintana Roo
Unable to reserve my wife. Does not accept Luz María García Morales
Everything was resolved.. made my reservation by phone. Reps were extremely helpful, patient, and friendly
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Verified Reviewer |
Buffalo, New York
Still waiting for reply
I like Southwest but wish their refund policy was different. If i want a refund i have to pay more for my flight.
Scottsdale, Arizona
Can’t log in / saved info doesn’t work/ can’t seem to change
A very nice representative sorted through the chaff and found a kernel of truth. I had no account!
Or at least that's how the system acted. So I will create one.
- Super people
User's recommendation: Don’t screw up!
Oklahoma City, Oklahoma
Flight information needed
They hung up on me half way through the call after waiting over 30 minutes. I never received a solution to my issue
User's recommendation: Don't hang up on me
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Verified Reviewer |
Puyallup, Washington
Stewardess review
- Kimberly was awesome and positive on flight WN2076 LAS to SEA.
- As a military traveler, her attitude helped me through a hard time.
flight WN2076 LAS to SEA on march 17th Kimberly was awesome and so positive she was the best ever, if she doesn't get Koo dose I will never fly SW ever again. I'm military and it come at a time that is hard for me to fly and her attitude helped me through. you should be happy to have her.
- Kimberly is the best steward ever she is so positive
Preferred solution: more stewards like Kimberly on flight WN2076 on March 17th LAS to SEA
User's recommendation: Have more like her.
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The only compensation you are entitled to is to get your pants cleaned. As for retraining I agree with that.
Exactly
I may be wrong but it sure seems like you're leaving a lot out your novella. Please tell us more.
How did this happen, what was your reaction when it happened.
Did it happen during service when it was not possible to get a towel for you? By the way, you will not be getting comped.