Flight was delayed … lady scanning tickets was incompetent… took forever to load. Her printer broke… closed doors and stop loading to go get help. Loaded late. $#*! pit still open. Just waiting. Herb would not be impressed with the level of poor service. Hire some better employees Date of experience: May 8, 2022The price was low for the flight. But the seating arrangement is nightmare with no seat assignments. Customer service is polite but condescending and not helpful. Planes are old and I question how clean they are given the number if flights in one day. Many delays don't expect to be on time. Overall a terrible experience. Service Value Quality Date of experience: December 12, 2021Worst airline ever. Cancel fights with no regard to the customer and the hardships they put us through. Im starting a class action lawsuit if anyone wants to join pm me. Have to put a stop to robbing people that work hard for their money and families. Service Value Shipping Returns Quality Date of experience: December 26, 2022I have been chasing a refund due from the flight disruption since 12/30/22 and keep getting non-answers from the customer service line. I have tried by phone and by email. Their internal processes are extremely lacking and they don't seem to want to take care of their customers like they used ot. Even though I have tons of points, credits and both myself and my husband are credit card holders for SW, they have lost my patronage after this lack of responsiveness. We'll be taking our business to United. I'd recommend you do the same. Service Value Quality Date of experience: March 1, 2023I use to fly Southwest whenever the option was available. It was the best airline, for an unbeatable price. The past 6 times I've flown with them, I have been hit with delays every single time. This last time was icing on the cake, as I arrived 20 minutes before takeoff and was told I would be rebooked to a flight 12 HOURS later than expected because they needed to do "paperwork". Southwest Airlines is not even good for the price, now. It's bargain bin flight, and you'll be treated as a bargain bin customer. Tip for consumers:Get there 30 minutes earlier than planned, expect to leave up to 2 hours later than you wanted. Service Value Shipping Returns Quality Date of experience: December 18, 2021There was no seats left. Told the flight attendant. They where 4 black ladies. Told them there are people coming from the back. Can you correlate seating better before they made us go in the very back. To only have other people going opposite way. Then I explained that they need to correlate. Then all the entire black flight attendants called me racial slurs! Then kicked me off the plane before it landed. Taking my luggage to the next air port. Not letting me get my belongings. I now don't have my luggage! No flight home bc it's holidays and tickets are triple in price! Horrible stay away from this airline! They care nothing about you and give to much power to the flight attendants. Tip for consumers:Do not do business with. Products used:Flight Service Value Shipping Returns Quality Date of experience: December 21, 2022The absolute worst! I cannot even keep track of how many times I was screwed over by Southwest on this one trip. Booked non-stop both directions flight was changed to connecting, paid for earlybird check-in it never happened - somehow the computer dropped it they said - with zero help or solution to the problem so we were last to board the plane and you know they are messed up with their policy of not letting you choose a seat is the stupidest thing I've ever seen so goodbye Southwest it was nice knowing you. Tip for consumers:Do not fly Southwest, unless you want to deal with rude, and nasty service. Service Value Date of experience: May 9, 2022This is the worst Airline I've ever flown with. Southwest Airlines should be ashamed of themselves for how bad they are doing business. First of all we paid for our flight tickets and selected certain seats in certain areas. Now as usual before boarding the plane you have to wait until the attendant announces the zone area that you will be seated in. So if all that is the normal procedure then why on earth do I have to play musical chairs when I get on the plane. If I paid for a window seat than I expect a window seat not a middle seat for 4 hours. That is a sad surprise for a customer and I couldn't even sit together with my wife. I purchased to seats that was together so what changed when we got on the plane? That was awful and terrible and no one had any clear answers for me. I will never fly with this airline again. And I will make it my mission to tell as many people as I possibly can to avoid you as well. Tip for consumers:No Products used:None Service Value Shipping Returns Quality Date of experience: September 7, 2023After last year's service debacle I was hesitant to fly Southwest again, but I'm glad we did as we were pleasantly surprised by the excellent service. Their Wanna Get Away rates were the best, as always. The check-in people and crew were very friendly and our four flights were all on time. On our return, we were delayed an hour due to severe thunderstorms in our flight path. That was understandable but we were late for our connection in Baltimore. Southwest knew of our problem and held the plane for us and our luggage. We were very happy when our luggage was there in Hartford. But most impressive was the way both return pilots handled the planes as we passed through strong turbulence on both flights. It was rough, but the pilots came through beautifully. Overall, the experience was very good and my confident in Southwest is back! Date of experience: March 29, 2023I paid extra money for the earlybird check-in. But it is joking and cheating. I was assigned a B15 position. How disgusting they are?! They oversell this option without any benefits to customers. Please do not buy it. Date of experience: October 31, 2022Southwest doesn't allow reviews. When I purchased rapid reward points it said card error yet still charged me. I tried the card 3 times and another card. Ended up being charged a thousand dollars when it said error each time. Service Value Shipping Returns Quality Date of experience: March 5, 2023Everything went so smooth from the check in to the landing. The entire crew was so friendly and one of them was quite the Comedian. He had everyone in Stitches. It was a full flight and everything went smooth. I will be booking a couple more flights in the months to come. Thank you Jill Date of experience: January 16, 2023Southwest is what you fly when there are no other options, and when you do, are remembered exactly why. The only things they do well are overbook flights, delay then several times, and delay followed by cancel without any details. They don't deserve anyone's money. Service Value Shipping Returns Quality Date of experience: May 23, 2022| I missed the first leg of my flight and had to schedule 1 way. Now they canceled my return flight. I asked them how to resolve this issue and they said I needed to purchase another ticket (keeping the money from my original purchase that they canceled). Worst airline ever, worst customer service. Tip for consumers:This airline does not care about stranding their customers. Service Value Quality Date of experience: April 6, 2022Once upon a time Southwest was the cheap no-frills airline that made up for it with flight attendants in shorts who told jokes. Then the quality of the major mainstream airlines went down while Southwest kept making slight improvements. They have an excellent safety record. Date of experience: December 26, 2015Southwest kinda rocks. It is easy to book flights since they fly just about everywhere and their Rapid Rewards program is an awesome frequent flyer option. I have been using them for years and they treat their customers wonderfully. No carry on charge, no change fees, cheap tickets, and free drinks when you fly on a holiday! I only wish they flew out of Regan Airport in DC rather than having to take the bus all the way to Dulles. Date of experience: March 1, 2011We are frequent travelers, and this was the worst experience I've ever had. There are no seat assignments which causes the herd of cattle to trek to the back of the plane looking for an aisle or a window. When none is found the passengers are asked to sit quickly in all middle seats by flight attendants that are not as cute and clever as they think they are. You will most likely be in the back of the plane unless you pay extra for "group a", which newcomers have no clue about. You also will not get to sit with your travel companion. No wonder there is so much passenger rage, after being crammed in like sardines with no air, or civility. Someday in the future will the industry realize how they are treating people and redesign the planes to be humane (JetBlue does a great job with this). We were denied any water or drinks or bathroom breaks for supposed turbulence that was undetectable for the whole 2 hour flight. I got off the plane with stiffness and wobbly legs from the cramped conditions and inability to get up to use the restroom. (I am young!). I will never fly southwest ever again. Service Value Date of experience: May 19, 2022Their wifi service does suck, i had two connections, and each time they charged me for it. I tried to get my money back, but they have no support, no anything, the only name i got out of the csr i talked to was Row44, and they don't help you either! I had like 5 minutes of connectivity and then KAPUT, no more internet! Thanks Southwest, you really know how to ruin a good flight! Date of experience: January 12, 2011I'm very disappointed and will always give a bad review. I was forced to put my purse in an overhead ben with my persiyems in it. Don't fly with southwest Date of experience: August 11, 2022My 18-year-old had a flight from Midway to Charlotte on December 23 and they're 18 years old. Their flight was canceled after being delayed for one hour and when I called the one 800 number they said it was due to technical issues and my 18-year-old to get a hotel voucher and they were booked on the next flight in the morning which would've been Christmas Eve morning. My daughter was told that they needed to sleep on the floor in the airport and they would not receive a voucher. After talking to the person on the phone, I told my daughter to get back in line and the person at the gates said that it was due to weather, and they did not allow voucher. Then the flight on December 24. Christmas Eve morning was canceled immediately after that for no reason. My daughter was scheduled for a Christmas day. So we received no voucher no refund on the flight. No explanation for why I was canceled and my daughter is stuck in Chicago for Christmas away from their family. Southwest you suck especially for keeping me on hold for 1.5hours and then hanging up on me. Service Quality Date of experience: December 23, 2023Southwest is still better than most US airlines. I think Southwest's quality of service has suffered a bit over the past few years, but compared to Unites and American, it is still the better choice. Only Delta seems to have improved enough to challenge SW, and only JetBlue beats it. Date of experience: January 16, 2016Do NOT fly Southwest if you have toddlers. Their boarding system is HORRIBLE for families with little kids. They let you on only after the A group has boarded and over half of the A group saves a seat or two or 6 (!@#$%&!) for their companiins in B or C group. Flight attendants not helpful, actually consdescending, whwn you are rushing to the toilet with a kid that really has to go. Date of experience: April 30, 2018Two nights ago I paid $1200.00 for a round trip ticket to Atlanta for 11/22/22 returning to Seattle 11/29/22. I arrived in Denver 12:30 pm with a connection to Atlanta at 5pm. I have paid for a rental car and hotel. Unbeknownst to me the flight was changed from gate C 61 to gate C 47 10 minutes after the boarding was to take place, I inquired and was told that the flight changed to C 47 which was a 3-4 minute walk and that they would phone ahead to let them know that I was on the way. When I arrived I was told that the flight had departed. That the only thing available was at 5:00am. I asked for a complimentary room, I was denied. I called customer service and was told that I would receive a call in 16 minutes. That call back came in 33 minutes and I had to wait on hold another 12 minutes before a live person came on the phone. All she could do was say I am sorry. My wife and I have been loyal Southwest Customers over 20 years. A few years ago Southwest bumped me for a lady with a dog at least that time they provided a room for overnight convenience. While writing this review I was told that someone canceled on Flight 1679 to Atlanta. Told him that I would take it. Hopefully I can retrieve my luggage. They more than likely bumped someone else it strange that I got a Business Select seat A-10 Date of experience: November 22, 2022I must say that when it comes to prices, Southwest is the king. Whenever they offer direct flights, it's also pretty darn good to be able to go from point A to point B without the hassle of a layover. I give them 5 stars for that. When it comes to loading, I hate the open seat concept. Trying to get there hours early and stand in line just to get the first come, first serve is ridiculous. I've seen families separated because they couldn't get there in time to sit together. I give them 1 star. When it comes to professionalism, Southwest is the worst. They're uniform are less than businesslike and the flight attendants are not the friendliest. I saw one yell at an elderly lady because she got the trash bag vice recycle bag mixed up. This happens, quite often. I give them 1 star. All in all, they average a 3-star review overall. If you are traveling alone and the price is your first concern, then yes go for it. If you prefer professionalism and don't mind paying a bit more, go with another airline. Tip for consumers:- Get there early for good seats Service Value Quality Date of experience: January 22, 2018There is often no seat assignment so it's a "cattle-car" experience. Choose Alaska Air for a seat you can be sure to get. Date of experience: December 11, 2016