Southwest Airlines

I had a great experience over the telephone with Southwest representative when I had to cancel some flights - and when a double-up of a booking was made. The process was easy - and the staff were very helpful. However - I was VERY disappointed with the attitude of the staff at check-ins at both LA and Kansas. Rude. Annoyed. Unhelpful. Were too busy having conversations with other team members. Seemed bothered you were there. Show details

Cheated out of $711.40! – On 9/30/24 I was buying a ticket for my mom to come with me on a trip. After I purchased the ticket, I realized I had inadvertantly gotten a duplicate ticket for myself. My mistake, I really don't know how I missed putting in her details. I cancelled that ticket and was immediately going to buy her ticket , so I just did a flight credit. I put in… Read more

her information and everything was going well until I tried to pay. I could not use the flight credit to pay for her ticket because the flight credit was in my name!! I saw that the credit was transferable, so we made her an account, transferred the credit and bought her ticket. On Oct 2nd we cancelled the ticket. As it was past the 24 hours for free cancelation and a refund she got a flight credit to transfer back to me since I paid for the ticket. She was unable to do this because you can only transfer one time. As a new user with Southwest I was unaware that when you get a flight credit you can only use it for a flight in your name. I thought that I would have a credit to use however I needed as it is my money. Then when we cancelled the flight and she was issued a credit I fully expected that I could have it transferred back to me. I'm sure that there are others who hadn't read the one time rule either. So, I find that Southwest doesn't care if they cheat you out of your own money!! First by issuing you flight credit that you can't use as you wish. It's my money, I should be able to purchase a ticket for anyone I want. Second by only allowing a one time credit transfer. I realize that it was my mistake in the first place not putting the ticket in her name, but it was a mistake. Southwest had the opportunity to rectify this when I called and when I filed a complaint. I didn't ask for a refund, I simply wanted the flight credit back in my name. So for an honest mistake, I have lost over $711. Had I purchased the first ticket in her name, when she cancelled and got a flight credit, she would've been able to transfer it to me no issues, as that would've been the one and only transfer. For those who would say have my mom give me $711 and she has a flight credit to use. She cannot afford that, which is why I was buying her ticket in the first place. It would hurt Southwest in no way, shape or form to simply return the flight credit back to me. They still get the $711 revenue. The paper trail is there. They can clearly see the mistake of the duplicate ticket and they obviously know how their 'rules' twist this mistake all around to cheat me out of $711. I will never use Southwest again. Buyer beware!

Outstanding, compassionate and empathic – We recently had to make a dash back to Japan due to a critical illness with a family member, Cancelled our internal flight with Southwest, contacted them to advise of cancellation and also asked if it was possible to receive a refund. This was a low low far option so we didn't expect to receive and money back, however they stated that due to the circumstances they would refund the full fare. Highly recommended due to our experience. Show details

Staff was Great – I recently used SouthWest to take a business trip and I have to say over the last few years, they have gotten better with customer service and patience. I know a few people got a bit heated with just a few minutes delay and watching the staff there handle situations was great. They were accommodating on the plane as well. Price for the ticket… Read more

was a bit much but short notice, what can you do? I would use South West Airlines again. friendly staff, treated great price of short notice ticket (gotta complain about something!)

Impressive for a US airline! – I wasn't expecting much when I boarded my flight to Baltimore from Buffalo. I have previously flown numerous US and Canadian domestic airlines and have been very disappointed. but Southwest were excellent - smooth check-in, staff that tried to help me save money (I exceeded their weight limit), excellent and friendly inflight service (I was… Read more

surprised to get a complimentary drink and snack). Overall an excellent experience and reasonably priced flight Friendly and helpful staff, relatively cheap flights, good on board service

Good – We have flown southwest numerous times (10+) all over the US. We have always had great service with very friendly staff. We have never had a delayed flights or cancelled flights. We have also never had any problems with our luggage being lost or damaged. They also have an extensive range of destinations and we have nearly always found them to be… Read more

the least expensive.

We will be happy to fly with southwest again anytime and would recommend them to anyone and everyone! Inexpensive airfares, friendly staff, wide range of destinations and great ontime record! Cant think of anything at all that we dont like about southwest!