southwest.com Reviews
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southwest.com Reviews
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Nate Meeks
January 18, 2026
Biggest scam of all time
First, our flight was delayed multiple hours because of the wind. That was totally acceptable and reasonable. Then we finally got on the plane, and we were ready to depart, and the staff spent an hour trying to remove someone under the influence of alcohol from the back of the plane. Then, after sitting in the plane on the ground at the gate for over an hour, the flight crew announced to us that they were having a weight balance issue and that we should hold tight while they fixed it. Another 45 minutes go by. We finally start taxing... I notice that we were taxiing for a long time, nearly 20 minutes (moving the whole time). It seemed like we were doing circles. All of a sudden, I hear someone say, "Are you kidding me? We are back at the gate." Sure enough, we pulled right back to the gate. They informed us that the pilots "timed out." They said that they would look for other pilots, but couldn't guarantee it. We waited another hour for the pilots, but they couldn't find any. They canceled our flight, and we were told the next flight that was available was 8 PM the next evening. That would be 24 hours in this airport. To add insult to injury, the front desk told us that we would have little to no compensation because this was a "weather-related issue," which is totally criminal in my opinion. The weather was the result of the delay, but NOT the result of our flight being canceled. There was zero compensation for help with hotels (which I expected at the bare minimum). I called to see if there was any availability in any of the hotels that had shuttles from the airport to pay for it myself, and there was not a single opening. So I had to sleep, my pregnant wife on the ground of Denver Airport, and wait 24 hours for our next flight with zero compensation or help. I do not understand how paying nearly $800 for these tickets gets me the experience of sleeping on the ground like a homeless person and wasting a full 24 hours of my life. I would've gotten to my destination faster if I had driven, and that would be 1933 miles of driving and spent half the price that I did on my flights. Because I did not receive reasonable compensation (or any for that matter) for this horrifying experience, I will never fly with Southwest again. I'm trying to be as reasonable as possible. I believe high-paying customers should be treated with much more respect than being gaslighted by telling them it’s “weather.”
jeff snider
January 16, 2026
Horrible!
Horrible!! I’ve been flying for work for over 30 years. In that time I’ve experienced Southwest completely crash and burn. Just awful. Everything from taking my size compliant bag to diverting my flight to a different location due to incompetent pilots. Tonight I’m sitting at LAX because there were too many clouds around San Diego area to land. I’m not kidding or embellishing. In every modern aircraft the navigation system eliminates the cloud issue. As usual with Southwest, once they go south it just keeps getting worse. Pilot just announced an additional hour delay. They will not allow me to take my luggage and go. I have meds in my checked bags. AWFUL!!!
Robert Cena
January 13, 2026
AMAZING STAFF!
I tripped and fell in the aisle and the flight attendants rushed to help me. I owe you guys one. Thank you!
Milita
January 9, 2026
Wonderful customer service
I had to receive assistance to apply a flight credit to a new flight. I contacted reservations and spoke with Lakia, she was amazing with assisting me. Lakia took the time to assist me with making new reservation. Lakia also provided me with great information to utilize in my future flights. She also provided me with options and explained the options in entirety. Lakia helped me choose which option was better to suit my travel. Her customer's service skill set was above and beyond. I Thank her for her kindness towards me when she realized why I had a flight credit. The best part is that she assisted me from beginning to end, such as booking my departure and return flights. She did not direct me to an 800 number or online. I maybe spelling her name wrong. If so, I apologize.
Dan Iwakunis
January 9, 2026
Flight was ahead of schedule
Flight was ahead of schedule, no food carts, free wifi, lots of legroom. The attendants were relaxed and friendly.
The Undertaker
January 8, 2026
Well trained Flight crew during stressful times.
I love Southwest Airlines, Always been trustworthy And love there company and planes. When i need a flight in a short time Southwest came through Friendly Pilots and Flight Attendants, It’s not the airline fault when things go bad, It’s the passengers who interrupt the flights, People need to behave like adults not children. ❤️ The 737-400s , Keep up the good work Southwest.
Max Saldua
January 8, 2026
Low EQ Staff…
The staff at the Baggage Claim Office (LAX LEVEL 1) was rude, condescending and talking down on me when I claimed my niece’s apple AirPods which she lost at the Southwest predeparture area for O’hare yesterday. Thru Messenger video my niece, who is now in Richmond, Virginia) was able to identify her AirPods based on the scratch on the AirPods charger. Her iPhone was also able to detect when I removed the AirPods from the charger. This did not convince to release the AirPods to me. I drove back to Santa Monica (home) to borrow my friend’s iPhone to pair with the AirPods. When I came back to the Baggage Office (11am) same staff was there working with her computer. She told me to wait. Three customers came after me, and same staff entertained them while I stood by waiting. Luckily, another staff (Wilbur) came in and assisted me. I was able to pair my friend’s iPhone with my niece’s AirPods. The model number of the AirPods matched with the model number that my niece shared with me via Messenger. Wilbur verified it. Gave me the AirPods and made me sign a piece of paper. All done in less than 10 minutes. I commend Wilbur for his help. I hope Southwest will keep him. The other staff is definitely working in the wrong place. Her EQ (emotional quotient) is at the lowest of the totem pole.
Diamond
January 6, 2026
I love Southwest
I love Southwest. My most recent flight was AMAZING. flying out of KC was rough, but it was the attendant at the gate. On the flight there and back, the flight attendants were nothing short of amazing. The gate attendant was PERFECTION at our layover in Atlanta.
Max LaPlante
January 6, 2026
SouthWORST is Certainly Not The Best After The Holidays
My wife and I flew from Tucson, AZ to San Diego, CA onNew Year's day to attend the Holiday Bowl on 1/2/2026. Our flight departed Tucson at 9:05 AM, approximately one hour later we were near the San Diego airport when the pilots were instructed by the San Diego flight tower to turn around and return to Tucson International Airport, where we remained for several hours until we were placed on a diverted flight and made the hour trip again to San Diego, finally landing and exiting the plane.On our way back this morning 1/3/26, we had an 8:30 AM flight to return to TUS. We arrived at the San Diego airport 2 1/2 hours before our flight. We stood in line outside at your SW Airlines Skycap check-in area for an hour. There were ten stations there, yet only two skycaps were present to assist the throngs of passengers. You should have seen the inside ticketing/check-in area where passengers were trying to check-in, obtain boarding passes, and check luggage!Upon returning home this afternoon, my wife received a $100.00 travel voucher via email. All I received was a lousy survey from SW Airlines. I have been a Rapid Rewards member for many years and even used points for one of the flights. E-mails to two corporate officers went unanswered. Would you feel valued?
Jonathan
December 27, 2025
Absolutely terrible customer service
Did not give me all of my refunds on time. It's been a month and I'm still waiting for my refunds. Customer service was very long, and I am still waiting for refunds. Will Be back after my flight experience.
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