Southwest Airlines Reviews 801

GREED!!! What happen to the gem of the air. I always flew southwest to the BWI from PHX. Never again. The charges and upcharges are rediculous. Points transfer fee, on top of their already high prices. Baggage fees and etc. They may still be a good airline but so is American and Delta at lower fares.
Goodbye Southwest!

When changing a flight in which you already have purchased top tier Choice extra (comes w extra legroom) seating, those Choice extra seats with extra legroom seats do not show up as options when you go to choose seats, even when you already have choice EXTRA tickets. I had to go to the 'choice' seats and purchase upgrades in order to get the extra legroom. The extra leg room seats that they block show up there. In essence, you are paying a change fee because you have to pay for th uprade to extra legroom So, no change fees is a lie and it is a convoluted mess to change flights and get what you originally purchased with the orig perks on orig tickets when it is not necessary to do so becasue those seats exist and anre blocked.I could not change flights and access my choice extra (legroom) seats but if I changed flight to the next lower tier of Choice, the extra legroom seats show up for an upgrade fee. It is designed to extract money. Even an agent could not access those seats because most front line agents in any industry are using the exact same system from everyone for upgrades. Or maybe as perks to Alist at time of flight so that they 'feel' like they are special. I've been A-list for many years at SWA but am not presently so unknown. I went to choice and purchased the upgrades for to access and select the extra legroom seats. So it was only $128 - but it is ithe principle!

Ever since they changed their policy to assigned seats, loss of free bags, limited flight credits ( they expire now) and even more fares that are not cheaper at all everything has gone downhill. I used to love southwest even had their status but now I’ll be looking for a new airline once all my credits and miles are used up

My flight was originally scheduled to depart at 1755, yet it was diverted to Orlando due to lightning reportedly within a 3 mile radius. At the same time, a delayed flight to Baltimore departing from Gate G11 was still able to push back around 1759. This raises serious concerns regarding the consistency, prioritization, and transparency of your operational decisions.
Since then, I have received repeated delay notifications, with the latest pushing departure to 2113. This cascading delay directly caused my family and me to miss our connecting flight to El Paso, with no clear explanation, no meaningful updates, and no proactive rebooking assistance provided by your staff.
As a direct result, we are now stranded in Austin and forced to secure overnight accommodations at our own expense. This is unacceptable. A flight from Orlando to Miami averages approximately 42 minutes, and other flights out of Miami have operated with only minor delays. Yet this flight continues to face excessive delays, with “weather” repeatedly cited as a blanket justification despite clear inconsistencies in how flights are being managed.
While I understand that weather disruptions can occur, what is completely unacceptable is the lack of accountability, inadequate communication, and failure to assist impacted passengers. My experience with Southwest Airlines reflects a troubling pattern, one where customers are left to absorb financial losses or fend for themselves overnight due to operational shortcomings.
I expect immediate accountability for this situation, including reimbursement for all incurred expenses and appropriate compensation for the disruption and inconvenience caused. The handling of this incident has been wholly inadequate and falls far below reasonable customer service standards.

The seating process assigned when you check in online makes no sense at all. We had a 4 year old and a 7 year old seated by themselves in a middle seat near the front of the plane. The rest of our group was at the back of the plane. I can't for the life of me figure out what their process is for assigning seats but I can say I will use another airline next time.

Booked family to Hawaii. They put my 3 year old grand daughter in a row by herself away from the family. We had to pay extra to move her by a parent. It's not like they didn't have her age and information when we Booked the flight. I would never fly Southwest ever again.

I have a Southwest credit card that I now want to get rid of since the recent changes in bag fees and seating fees. I am traveling with another person today and because I have the credit card, our seating options ended up being different. We asked at the airport if we could sit together and they charged her an additional $38 to move from an aisle to a middle seat next to me at the gate that was obviously empty. I don’t want to support this airline anymore. For reference, this was at BNA

Dallas to JFK, 7am flight. Showed up at 6:15, board says on time. 7:20 rolls around, still nothing, then some guy gets on the intercom and says 'we're working on it'. Four hours at the gate. Four!! No food vouchers, no real explanation, just 'operational reasons' on the app.

Asked the agent at the desk - she literally pointed at my phone and said check the app. I was standing right in front of her.

Missed a meeting, had to rebook my cab, ended up $180 out of pocket. Submitted a complaint that day, got an auto-reply, never heard back. It's been five weeks. Southwest used to be the one airline you could actually rely on. No idea what happened to them.

They used to be my favorite airline and then they changes their seating and baggage policies. The seating policy in particular is incredibly annoying. Now family boarding requires me to reserve seats in advance and pay for them just to sit with my two year old.

I had flown with SW 3 times over the last few months. I'm a "Rapid Rewards" member and check in 24 hours before my flights. Despite this, I'm usually given a late boarding assignment. One flight, it was group 7. SW got almost 20 people to check their bags, I didn't as I didn't have any checked bags and don't for a reason. Then I was told nobody in group 7 or 8 could have a carry on. I told them I didn't want to check my bag and was certain there was still some overhead space. I was then threatened to be put off the flight. I asked if my ticket I PURCHASED included a carry on? I was again threatened. So the fact SW doesn't enforce the policy of not putting personal items in the overhead, other customers are penalized. SW takes no responsibility for not providing what customers pay for. As it is, they have no first class, no monitors, no chargers, and the wifi works half the time. They are the Carnival of the Sky. In the future, I'll pay a little more and book with another airline.

I was on WN 2257 HNL/LAS April 09, 2026.
I want to highly compliment flight attendant Laurie & Kim
From takeoff until landing, flight attendants Laurie & Kim was served the passengers with a smile, frequently walking through the cabin to attend to passengers needs. They regularly offered beverages and water, personally asking each passenger if there was anything they required. I have flown with various airlines, but this is the first time I have encountered a flight attendant as kind and diligent as this individual. Although I was quite exhausted during the long journey, this flight attendant Laurie & Kim made my trip a pleasant experience. Thanks to Laurie & Kim who deserves the award. I am eager to fly with WN Airlines again in the future, and I would highly recommend them to others. I also appreciated that they served different various snacks on different flights segments which other airlines has same snacks on all the flights.

Southwest considers charging lowest fare passengers for overhead bin access????
After ridding itself of, "You buy, you fly," now requiring passenger to buy seat at confusing rates for better seats - lots of disclaimers now, they come up with this policy?
In less than one year, the CEO has led the easiest / enjoyable to possibly worst airline.
This person should go work with failed CEO of family - rocking chair - themed chain of resturaunts along the interstates!

Southwest has always been my airline of choice, however I feel the need to vent about a couple things. Prices are outrageous (but I guess that is with everything), they assign you a seat (unless you want to pay extra to choose your own) they pick and choose which "snack" each section gets (extended leg room, preferred etc...) don't even think to ask for the snack the another section gets. So because I get assigned a seat that is not in that section or pay an extra $70 for it I get pretzels instead of pistachios. And why bring drinks out, if you're going to turn around 5 minutes later and say you're coming by to get trash. Oh and asked about any other seats available besides a middle seat and was told no, flight was full. Imagine me seeing 4 empty seats within 3 rows of where I was sitting. Southwest, you need to do better.

My first flight, the large man in the middle seat protruded into my seat at least half way. There were 60 empty seats on the flight; but I was not allowed to move to a different one. The second flight, a Southwest employee made me check a small backpack (I was boarding group 6). I had already paid for a checked bag and my personal items to carry onboard was a small backpack and a small purse. I told the employee that I had just come from a different flight with these items and they fit under the seat in front of me. He still insisted that I had to check the backpack. I told him that I could not because it had my laptop in it. He told me that I had to carry my laptop and small purse onto the plane. I was very upset about this and did as he asked. Meanwhile, after I was onboard, I watched as others in boarding group 7 & 8 carried on roller bags and backpacks!
I have been a loyal customer for many years..... but now there is nothing to make Southwest stand out in a good way. Their flights cost about the same as any other airline; they charge for bags; and my comfort is overlooked. They need to review their policy on carryon bags. Basically, they are giving the people who do not buy the premium seats the middle finger because if you do not get onboard first, all of the overhead bins are taken by people carrying on large roller bags.

This airline is disgusting. Second time in a row that my seat and table have been filthy. First time it was sticky dried dark colored soda. Asked flight attendent for a wet wip and she said "I don't think we have any". I said "I'm not sitting down till this is cleaned." They found a clorox wipe. This time it was coffee residue and some kind of chocolate nut candy. Been flying swa for 30 years and it just gets steadily worse, however, the slope of the line for badness has fallen off a cliff.

If I could give them a zero I would. This is by far the worst airline ever. The flight attendants stand around do nothing to help passengers. Boarding is ridiculous and tedious. Incident three flight attendants stood around watching a 74 year old petite woman try and to lift her luggage into the overhead bin and not one of them lifted a finger to help! Same thing happened at the conclusion of the flight. Why not get AI robots for this job. They can be kinder and do a better job than human beings!

Horrible! What has happened with Southwest????? I've got hundreds of $$ for credits and they won't let me use it. Customer service is terrible. I might start driving at this point.

I have been flying Southwest for many years but am about to make a change. The flights are always delayed, the prices are no better, the staff no friendlier by the excuses are getting more creative- all so they have no responsibility for their poor performance. Too bad! See yah!

Spoke with Sarah in customer service. My employer had purchased tickets for me to go to a convention and I was unable to attend. My account was 16 years old and she made the process smooth, quick and efficient. Got the refund to go back to my employer saving me a lot of time and showed me how to update my account. Its not often I leave reviews but I certainly do when the service is that good. Thank Sarah you were awesome!!!

A last minute [4 hours before flight departure] change in reservation screwed up everything; would arrive AFTER connecting flight left and thus miss scheduled dinner. This is the 3rd time in a few months this type of mix-up has happened; along with price increases, baggage and seat fees these changes now make SWA a 3rd tier airline. Bad!