Reviews

This profile includes reviews for Southwest Airlines Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Southwest Airlines Company

  2702 Love Field Dr Dallas, TX 75235-1908

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  Southwest Airlines

  4600 International Gtwy John Glenn Columbus International Airport Columbus, OH 43219

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  Southwest Airlines

  PO Box 9358 Albuquerque, NM 87119

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  Southwest Airlines

  10 Alan Shepard Way Oakland, CA 94621

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  Southwest Airlines Co.

  3800 E Sky Harbor Blvd Phoenix, AZ 85034

Review Details

• Review fromLeah W

  Date: 09/25/2022

  1 star
  Our flight was delayed all day over and over again and I understand things happen but the agent ******** was so rude and unpleasant. We were very patient with her while she waited for the Caucasian couple to gather their thoughts and their options but when we came to the desk she was so unpleasant (we're African American). She rushed us and said she wasn't going to wait because we were indecisive and I explained to her that was rude. I'm disabled and so is my father and we're traveling with children. I explained that this was detrimental as We all have jobs and our children have school. I may lose my job and all I've gotten was attitude. I asked for a supervisor and *** came over apologized and said she was going to be right back and never returned. We left the counter in tears because of how terrible the customer service was. This has been the worst experience ever. I've NEVER had a bad experience with southwest and I always complimented them on how nice they were even as busy as they were they were always pleasant. I'm so very sad. I hope that ******* has some customer service and prejudice training and *** has some supervisory training. I hope this doesn't ever happen to anyone In the manner that it happened to us.

• Review fromCheryl M

  Date: 09/20/2022

  1 star
  Me and my husband decided to use Southwest Airlines for our Anniversary. On September 13, our plane was delayed 6 hours. We missed our Anniversary dinner in *****. If that was bad enough. On our way home on September 19, the plane was delayed for hours. After getting on plane and sitting for a hour we was informed that the flight has been cancelled. To mak matters worse we had to stay in airport all night. The ladies stated that we could try to be added to standby list. Only to be informed that we couldn't do that. We have to wait til noon to ************ and still not make it home til 3pm. Thanks for the pain my husband is in for having to sleep in the UNCOMFORTABLE chair.

• Review fromKelsey L

  Date: 09/15/2022

  1 star
  I don't even know where to start. I've made a case with Southwest on May 31st because my flight on the 25th of May was terrible. They ended up delaying my flight 2+ hours with no update or warning - then when I was going home on the 30th I was in the same exact spot. Flights aren't cheap, parking isn't cheap.. I got back way later than I was supposed to & there was some disruption on the flight home due to a rude flight attendant. The email I received after I submitted a case was that I'd be receiving a follow up in 30 business days.. those days went by, I submitted another case.. nothing. Tried calling, time is ******* ***** not sitting on hold again for 2+ hours. Submitted cases June 15th, June 27th, July 25th, & nothing. I live chatted with their customer service on September 11th & they are still "looking into it". Not to mention I had a flight that day that was interrupted again with no update & being delayed then sitting on the plane for 20 +/- minutes for them to say they needed to remove people from the plane. The only reason I continue to fly Southwest is due to points that my significant other has. Otherwise I would suggest they revamp their customer service.

• Review fromKathryn M

  Date: 09/13/2022

  1 star
  Their website states they have special rates for "military members" but, upon calling their helpline, prospective customers will be informed this only applies to Active Duty, not the National Guard and Reserves. Considering there are other options where the site chooses to specifically call out Active Duty as the sole beneficiaries (early boarding when in uniform and exemptions for the two baggage policy), this misrepresentation is particularly disgusting and seems to indicate a fake desire to come across as supporting the troops. If you only want to support Active Duty - fine, but be upfront about it.

• Review fromMark D

  Date: 09/06/2022

  1 star
  Southwest has consistently underperformed this year (2022). I'm a regular traveler with 20+ flights per year for the majority of years since 2016 (some years 40+). This year has been absolutely awful. Today really took the cake though, as we've been waiting to fly for over 2 hours. They boarded the plane and then told ** that we couldn't fly because we were over weight. After 4-5 people deplaned, they told ** we were now good since we dropped some weight and would just fly lower. After saying that, ***** new passengers boarded, totally contradicting what guidance they had given ** to that point. Since the last boarding, they've been double, triple and quadruple checking who is in fact on the flight, as they think we're "missing someone". The communication has been terrible. The plane is hot. A lot of passengers are going to miss their connecting and those of ** traveling for work purposes will be missing important work meetings. This is just unacceptable. After almost 7 years of loyalty, I'll be starting the process of moving to a new airline loyalty program.

• Review fromStephanie A

  Date: 08/31/2022

  1 star
  Dear Southwest Airlines This is the first letter i've ever written regarding my family traveling experience. We travel twice yearly via airlines and Southwest is the first airline to ever cost my family this amount of agony and distress. Starting off in Baltimore Maryland, Monday 8/29/22 our layover airport, my family was not informed that our flight was canceled by any staff member, nor email, nor text messages; Had my husband not inquired about our flight home we would have never been informed of the cancellation. Once my husband found out about our cancellation and attempted to obtain information regarding the cancellation, the Southwest staff members in Baltimore airport became very disgruntled and disrespectful towards my husband and myself. If we were given the opportunity to voice our concerns regarding the cancellation, they would have understood that my disabled and legally blind mother was meeting us at Laguardia Airport at the same time as our arrival via American Airlines from Charlotte, NC. With our flights being canceled with NO NOTICE and very little explanation I was left in fear for my mothers well being and safety, and to add insult to injury the staff very poor attitude and disposition only made things ten times worst. When asked about accommodations for sleep for ourselves and children for the night, the staff made it very clear that it was our problem and they had no intentions on providing any assistance with the matter. With no help and very poor customer service my family had to book a hotel at the Doubletree at the Hilton, which may I add, the staff members there also commented on the Southwest airline members VERY POOR AND RUDE ATTITUDES towards others. My family had to spend money that we had no plans or intentions on spending costing us over $230 plus dollars just for a proper nights rest so we wouldn't have to sleep on the unsanitary floors of the airport baggage claim area. We then had to spend $100 plus dollars to have a family

• Review fromWayne T

  Date: 08/16/2022

  1 star
  I have flown SW 2 to 3 times a year. That ends today. The last three trips have been nothing but delay. Tonight, we were advised we are delayed 1.5 hours as our plane to leave Tampa to Baltimore is sitting on a ground in Chicgo boarding. We were told the flight had to sit due to weather. Our family in Chicago as well as RADAR shows weather is perfect there and has bee all day. Other flights are also leaving regularly. So now SW lies. Now we will not get home until 1:30 in morning after our drive. Tell us the truth, don't lie. Weather is fine.

• Review fromLei M

  Date: 08/12/2022

  1 star
  I have always been flying southwest, but I am so disappointed the last two times I flew with Southwest. I booked a non-stop flight from Chicago to San Jose in early May. They delayed the flight by two hours and added one stop for the non-stop flight! I was supposed to be in San Jose by 9pm, but I didn't get there until after midnight. More recently, I was scheduled to fly from Denver to Chicago ORD, but the flight was canceled the night before the flight. I tried to change the flight to Chicago MDW, but you can only change the flight to ORD. I called them, they said they would give me a call back in 20 mins. They gave me a callback, but I waited in line for another half hour without anyone answering the phone. I had to cancel the flight instead and struggle to find another flight to MDW and ORD. I called the second morning and asked whether they can put me on a flight. The person on the phone did not apologize for anything and simply told me that since I canceled the flight, I had to pay the full price for any flight I want to get on. The price difference is $300!!! The worst part is that the customer service was terrible. No apology, nothing! They make me feel like it is my fault that my flight was canceled!

• Review fromDarin H

  Date: 08/03/2022

  1 star
  I was flying business class July 30 from Detroit to Phoenix when a layover n Denver, Gate D23, flight ****, my boarding position was A 02, right when it was time to board the host at the gate told me that I need to check either my laptop or my little suitcase. I told him I fly all the time with both and he said he doesn't care, I need to check one. I believe that he was abusing his power and maliciously did this to make it so I had to get out of line because I was at the front. I went to the stand at D21 and the host there asked why is he having me check one since one was a laptop and one was a suitcase. I told her that I didn't know, especially since I just flew to Michigan without checking either one and fly all the time and never had an issue. Making me lose my spot in line defeated the purpose of me paying for business class.

• Review fromTimothy S

  Date: 08/02/2022

  1 star
  Terrible service, terrible communication.  We had just flown from Cleveland OH to Birmingham AL with a connecting flight through Chicago Midway.  When we arrived at Chicago our next flight was shown significantly delayed.  So we walked around the airport for three hours, killing time.  We checked the flight status boards periodically, and no change in ETA.  We listened to each announcement over the PA that warned passengers that their flight was about to leave.  No mention of our Birmingham flight.  These announcements were probably all from Delta, Spirit Airlines, and other airlines doing their due diligence.  Not Southwest. We got back to our gate with a margin of 45 minutes for boarding and were told the flight had already left.  Even though the flight had been significantly delayed they "had" to depart on time.   There had been no phone call, no text, no email, no notification on their app, no announcements over the PA.  So now we missed our flight.  Too bad.  So the representative books us for the next available flight... for 9 hours later.  What are we supposed to do in the meantime?  Well, you can wander the airport for another 9 hours or go find yourself a hotel; stinks to be you.  We were originally in Group A, but now we're supposed to board dead last on a fully booked flight.  How do I make sure my child can sit next to me on the flight?  Well, you can take your chances or, for an extra $30 per person, we can make sure you board early.  That sure is convenient for Southwest's profit margins. And while we're standing around trying to figure out what to do, I watch as five other passengers each come after up to the counter who also missed the same flight.  Same complaint; no notification, no PA announcement.  Same spiel from the airline rep. Southwest owes me a hotel booking that I paid so that my child didn't have to sleep a few hours in their single seat airport chairs and the fees for their "upgrade" I paid so that my child didn't have to sit by he