Southwest Airlines Reviews 802

Worst experience, I think even my loyal husband now knows we are so upset over the entire southwest team but for a few workers this weekend leaving the airport! No bags, canceling flights stuck in Orlando for 3 days. We got new tickets Now my connecting flight moved me to standby tomorrow and him fully booked!
We will most likely never fly this service again. Only American or united it’s just not worth the loss of time or money.

Terrible experience. First they delayed my flight two hours, then moved it up an hour with 10 mins before departure, causing people to scramble to the gate. On the way back, the flight was delayed 3 hours, then cancelled. The only flight they agreed to rebook me on was 2 days away, with no offer to help with costs

I’ve flown Southwest for years and have been an A-List member for a long time. My husband is also A-List. I’ve generally been loyal to the airline, which is why this experience was so shocking.

On January 21, 2026, I booked a round-trip flight from Baltimore to Phoenix. I paid for Choice Preferred seats and selected my seats during booking. Shortly afterward I upgraded to emergency exit row seats in the extra-legroom section. I received confirmation showing those seats assigned to me.

This morning (2 days before my flight) I received a random automated email at 4 a.m. saying that my seat on the outbound flight had been refunded and that I no longer had an assigned seat.

No explanation.

When I logged in to reselect a seat, the only seats left on the plane were middle seats.

I immediately called Southwest customer service and spoke with a representative named Angelica (Case #126034865). She told me she had no explanation for why the change was made. She also said the airline had the seats “locked down,” there was nothing she could do to fix it, and my best option was to show up at the airport and ask the gate agent if they could move me to an extra-legroom seat.

Meanwhile, the exact seat I had reserved had already been reassigned to someone else.

So to summarize: Southwest took away a seat I had already paid for, gave it to another passenger, and customer service’s solution was essentially “good luck at the airport.”

I asked to speak with a supervisor and was told there was none available.

What makes this even more frustrating is that Southwest has been promoting its move toward assigned seating. But if the airline can simply remove your confirmed seat without explanation and offer no meaningful resolution, that completely defeats the purpose.

This is not how loyal customers should be treated. I expected far better from Southwest.

Not only has Southwest sold it soul to corporate greed — baggage fees, fares no longer even close to reasonable, and now pay more for your seat, they don’t provide any customer service. 57 mins waiting to talk to customer service because their crappy website can’t even provide simple actions like adding a trip that does not show up on the app. Wow, what a quick decent to all out greed and NO customer service. Sad. Southwest, remove Luv/heart from your logo. There is no love anymore in SW ☹️

SWA recently changed the way they seat their passengers, now using assigned seating. On both flights, the boarding process was pure chaos and it's clear the company is struggling to optimize this new process.

This was highlighted in having the last 3 boarding groups check their carry ons only to find there were at least 12 empty spots for luggage on the plane. They forced customers to check bags to speed up the boarding process and not because there was a lack of cargo room. Their inefficient process cost me an additional 30 minutes at baggage claim.

In short, if you want to fly SWA these days, you need to purchase an upgraded seat to have a normal flight experience. Consider a different airline given everything that what made SWA a good experience is now gone.

After 14 years of flying almost exclusively with Southwest Airlines, I never expected to be writing a review like this—but my most recent experience was extremely disappointing.

For over a decade, I chose Southwest because it was different. The airline built its reputation on simplicity, transparency, and customer service that actually felt genuine. That’s why I left airlines like United and Delta and became loyal to Southwest.

Unfortunately, that experience seems to be gone.

First, the pricing structure now feels like constant nickel-and-diming. I paid full price for what was essentially the most expensive ticket available on my flight because it advertised extra legroom and a better boarding position. Yet during check-in, I was immediately prompted to upgrade again to “Premier” for another $27. If I’ve already purchased one of the highest-priced tickets, why am I still being asked to pay more just to improve my boarding position?

Even with the higher-priced ticket, there was very little real value. Boarding Group 1 still meant standing in line with dozens of other passengers, competing for seats just like everyone else. The “benefits” felt almost nonexistent compared to what other airlines provide at similar or lower prices.

To make matters worse, the same carry-on bag I’ve used on Southwest flights for the last 14 years was suddenly considered too large and I was required to check it. That was another unexpected cost added to an already expensive ticket.

The service also felt very different from the Southwest culture I used to appreciate. In the past, their staff were known for being friendly and personable. On this trip, interactions felt rushed and indifferent—far from the experience that once set Southwest apart.

Finally, every leg of my trip was delayed. I eventually reached my destination, but everything ran late and the overall travel experience felt frustrating rather than reliable.

What’s most disappointing is that Southwest used to stand out. Today it feels like they’ve adopted the exact same pricing tactics and service model as the airlines many of us originally left.

After 14 years of loyalty, I’ll be using the remaining miles I have and then moving on to another airline. Sadly, the Southwest that earned that loyalty no longer seems to exist.

Profile Error(s) Corrections Nearly Impossible to Reconcile.
NOTE: TSA Pre-Check Traveler for over 10 Years--enrolled in TSA Touchless Options with several airlines--no issues.

Attempted to do the same with Southwest (SW) however, TSA Touchless enrollment rejected because my SW Profile Indicates my Gender does noy match my passport. Laughable given my SW profile Gender matches my passport of Seven years. Waiting on hold for over 2 hours to correct this issue- Never again will I Travel with SW!

would like to file a complaint regarding an interaction I had with a gate agent named Serena around 9 00 AM this morning.
She called boarding for Group 6 while I was in Group 7. I typically fly with Delta or United and have anxiety around flying so I am sometimes allowed to board a bit earlier. I attempted to board with Group 6 and Serena responded in a very condescending tone stating you are Group 7.
I politely explained that I prefer to board earlier if possible and then asked a simple question because my app stated that boarding would close in 10 minutes. I asked if I would still be able to board before the door closed. Instead of answering in a reassuring or professional way she responded in a very rude tone saying Im still boarding arent I.
The way she spoke to me was extremely dismissive and unprofessional. I asked a reasonable question respectfully and there was no need for the attitude or the condescending response. All she needed to say was something simple like dont worry you will still be able to board.
The interaction was so uncomfortable and embarrassing that I was left shaking afterward. Being spoken to in that manner in front of other passengers was humiliating especially when I had been polite throughout the interaction.
This was my first time flying with your airline and unfortunately this experience has left a very negative impression. I hope this feedback is taken seriously as no passenger should be treated this way when simply asking a question.

I will do everything i can to avoid this airline in the future. The last 3x I have flown, there has been drama! Each time I have paid extra to be at the front of the plane I was screwed. The last time, all 4 of my flights were delayed by over 2 hours causing us to reschedule as we wouid miss our connections. The flight I'm currently on I paid to sit in row 2. The attendant told me I couldn't put my backpack in the over head bin. I told her no, it was going up. They are allowing too many bags, and bags that are too large on board causing delays and some are unable to put there bags up. When I traveled with my 85 year old mom (who could not walk) and paid extra to sit at the front of the plane (before assigned seating) they allowed anyone and everyone who got a wheelchair at the airport to get up and walk on the plane before I was allowed to wheel my mom on board. I was pissed!! I got no assistance with her boarding. Horrible airline, and they continue to get worse!

The new boarding experience at Southwest is a massive cluster. Even on a premium priced ticket my bag is 10 rows behind me. The boarding process is longer. The staff seems to hate the changes. How did the board allow this company to lose their differentiation and efficiency? You can’t run airlines sipping coffee and eating donuts behind a spreadsheet.

Please fix.

Here was my formal complaint.

I purchased 3 Southwest basic fares for a one way flight on March 20. One of the fees was for my 2 year old grandson. I asked Southwest if they could make sure to have him sit next to me. They said that due to their policy on basic fares they could not guarantee that he could be seated next to us unless I upgraded the price of the seats. I asked them if they understood that this could mean the gate agent may choose to sit my grandson next to complete strangers. They said they understood, but this was their seat policy and that it could only be accommodated if I paid extra.
Southwest is attempting to "paywall" the safety of a minor. Cite the DOT 2023 Family Seating Dashboard, which explicitly states that airlines should ensure children 13 and under are seated next to an adult at no extra cost

In 5 of 5 recent flights taken on Southwest, all late, not weather, because they are transitioning to assigned seating. All flight boarding and unboarding, were excessively long and chaotic. 3 of the flights people were in my assigned seat and they had to be moved. One flight I had a 1/3 mile gate connection I had to sprint (tough for a 68 year old with a not great functioning hips in a sprint)because of their late flights, again due to the airlines incompetency at the basics. Updates on lateness are never given, electronic times either on app or in airport are not properly updated, staff is often clueless on their own times. Staff was obviously totally untrained for transition period and seem unsure of what to do at times and are not terribly helpful in the loading and unloading of passengers.
In other words, Southwest has done a horrible job in preparing the airline staff everywhere and their electronic systems for their transition to assigned seating. Expect needles delays, late flights, tight connections, missed connections, cancelled flights due their incompetency, for some time since they appear to care little about fixing what has been widely reported in the press as well, as a systemic failure by this airline where customers face needless abuse by their ill preparedness. Old airline run by amateurs or just idiots?

They were one of the best. I didn’t mind no assigned seats. Now they have went the completely opposite direction charging for everything separately. They quote a price for the flight but the charge additional amounts for seats. Just include it in the price and name the sections. I feel like I am going to get on the plane and there is going to be a tap to pay on the bathroom.

Flying home to Orlando on Southwest, the gift that keeps on giving. ✈️
Apparently overhead bin math isn’t their strong suit. I was forced at gate to check my bag because there was “no room left.” Then I board the plane… and there’s enough overhead space for what looks like 20 more bags.
So now I get the privilege of enjoying an extra 40 minutes at baggage claim in Orlando waiting for the bag I didn’t need to check in the first place.
But hey, thanks for the efficiency. 🤬🙃 I suppose I should be glad the WiFi works for a change. 🤗

Terrible new policies. I’ve been flying with the same suitcase for years!! Now it’s oversized for an extra 200$ on top of the 80$!!

I thought things are supposed to progress and get better, not worse!! Terrible company

Boarding, seating and baggage, specifically overhead storage, is a complete mess since going to the new model designed to help the bottom line. This new model is all at the expense/hassle to the customer and I predict it will be the opposite effect and damage the bottom line for LUV. I for one, and have many other passengers say out loud, will be looking hard at alternatives going forward.

Southwest must have a fresh out of college team on their staff making decisions that they are not mature enough to make. The assigned seating doesn't give the option to choose who you would like to sit beside. Children should be allowed to board as usual before groups. Staff & the agent at the jet bridge/entrance was snappy. I understand frustration, but as an agent, one should be equipped to handle all personalities. I really hope Southwest achieve their goal, but I for one, spend thousands a year sending employees and their families on vacations and it’s unfortunate that I will change airlines. If something isn’t broke why fix it. To the top executives, greed must have superseded customer satisfaction.

When it comes to Southwest Airlines Id say fly Spirit or spend extra for Basic Economy with one of the higher tier airlines because after all the up charges you'll be paying the same thing. Southwest nickle & dime charges for everything with below average service giving the experience of a budget Airline without the benefit of the price. Get your money's worth with any other carrier, but you'd be scamming yourself or allowing them to scam you if you pick Southwest.

I have spent a month trying to use my Rapid Rewards to get some gift cards. My small town doesn't allow mail at my home address and I have a PO Box. I got one AI reply that told me my address must be accurate (not my problem). I got no replies over the course of a month. I contacted Facebook Messenger, who sent me to a phone number, who sent me back to Southwest Customer Service to get my address updated. Customer Service then informed me they will not update it for me, I have to submit the form with my driver's license (remember, nobody would get back to me via the form). Good luck if you want to actually use your Rapid Rewards!

I flew on the first day of the new seating policy. And though they tried and I had a window seat. Overall I was not happy with the experience. It cost me the same as a Delta or United ticket and the service was thin, but that is was the expected level of service before. Overall it is a quick way of raising prices. And you can tell because I was the only one in any of the exit rows on the way out. And on the way back the 6 exit rows of 18 seats only had 4 people. I believe that people are voting with their wallets and skipping Southwest.