Southwest Airlines
Reviews and Complaints

This complaint is in reference to Flight # 1042 for 8/26/2021, Myself (Connie Grady and my fiancé Vincent Layne was on Fight 1042, the way the whole situation was handled was totally wrong. First they said the plane was overbooked and ask for volunteers to receive $1200 voucher and fly to Houston Texas and next day to Montego Bay and then they said passengers with boarding passes C6 and above could not board plane and they were given several offers. So we board plane and after several hours and several excuses flight was cancelled and we offered NOTHING! We was giving another boarding pass for flight 1042 leaving 8/27/21 We had to spend the night in the airport no where to sleep and nothing to eat! We missed a day arriving to Montego Bay to stay at Secrets St. James. We didn't have money for hotel! This was a horrible experience for me! Everyone I have spoken to states we should have been put up in a hotel and given a food voucher or given another free flight. Southwest ruined my first trip to JAMAICA! I can be reached at connie. [protected]@hotmail.com or [protected]

Flight number 1699
Confirmation 4C34PW
July 26th.
7:25 PM boarding time
Love Field, Texas

Flight delayed over an hour.
Boarded flight and sat in two seats that did not recline. Seats narrow to begin with. I took it all in stride.
The only male flight attendant was serving on the flight. Flight totally full and, with the wait, passengers were not too happy.
When the chips are down I try to make light of it to ignite a smile. Instead the flight attendant said to me, in a stone face manner, "you must have been the class clown in school". A derogatory statement that I took me by surprise. I felt very uncomfortable because I do not take myself as a joke.
I did not say another word for the duration of the flight. Later during the flight the attendant stopped and said that I was very appreciated. I guess he realized the comment he had made was improper.
I understand that passengers can get testy. I do not understand why the flight attendants can act that way. It was not a ten hour flight. The flight wasn't in the air more than a half hour.
My complaint may sound petty to you but I honestly felt attacked.
Really makes me rethink about flying Southwest again

The only female flight attendant on staff was extremely rude to my father who recently suffered a stroke and cannot walk, use his left arm, or speak english… she yelled at him and embarrassed in front of everyone multiple times…. We are frequent fliers of southwest and i feel very uncomfortable flying with a flight attendant who does not know how to treat clients and was unaware of his handicap needs, language barriers, and racist. All of which, is unacceptable. Shame on you southwest.

I am very disappointed at how Southwest handled the delayed and canceled flights. Myself plus 5 others booked our flights to San Diego in December of 2020 and our return flights back to St. Louis in December also, both nonstop. We were to depart STL on 6/17/21, leading up to our departure date our flight was changed x2 as well as our return flight. Which was fine, booking flights that far in advance changes are to be expected. We made it to San Diego nonstop everything was great until it was time for us to return home on 6/26/21. Our flight was scheduled at 8:30a. Our flight was canceled a few minutes before it was to start boarding. The only reason I found out the flight was canceled is because I had forgotten to check my sons stroller. So all flights to STL was canceled due to weather. We were not able to get rebooked until 6/28/21. One of our family members had to be at work the next day. The staff told us they could get us close to home but we would possibly have to drive the rest of the way and no, they were not going to compensate us for this inconvenience. They found the 1 family member a flight back home on 6/26. For the rest of us, we were rebooked for flight on 6/28 again not even being compensated for a hotel. Also the flight we are booked on, made a stop in San Juan, Utah and then Denver. We get to the San Diego airport to find out that our connecting flight to Denver has been canceled. So we have been on a plane for 7 hours and with my 5 year old son crying that he is ready to go home! We land in Denver and attempt to get booked on flight to STL. There are not enough seats to accommodate all 5 of us on one flight. So one person left 6/29/21 that morning, 2 people left 6/29/21 that evening and my flight with my 5 year old was scheduled at 9:30p. My flight was delayed 5 times before the plane departed at 1am! 2 of my family members luggage was lost, 1 bag made it on their plane and the other 2 did not. Not sure how that happened. It would have been great if Southwest was honest and stated we have staffing issues, we are going to do the best we can to get everyone where they are supply to be. But lying and continuously selling flights that they had no staff to cover the shift. I've never had any problems with Southwest until now, I will not be using them for awhile. This was a horrible experience for me and my family not being able to get home when your supposed to and spending extra money on accommodations that were out of my control.

WE booked a flight from san Diego ca. to Las Vegas on Jan. 3rd.2020 for travel on or around my birthday 2/18/20. Later in Jan. I was diagnosed with kidney cancer and had to cancel flight. We got vouchers, we called on July 3rd 2021 and was told they were no good. And no refund. I have a letter from my Dr. saying I was having surgery on the 13th of Feb. 2020. There is no way I could fly. My letter is in PDF I don't know how to send it to you. Other than by e-mail. I don't think it fare of you to keep my money for no services rendered. Confirmation number is #SX2T8N. Talked to Tayler on twitter yesterday but no one at twitter today to chat with.

Hello I had a problem on June 13th flying back from Cincinnati, I did file a complaint, I wanted to make my dissatisfaction known, I realized that I ended up upgrading my seating position because the rep put my daughter and I seating way back, the reservation # 4theij, I should have not have been charged extra and really should be compensated in some way, I called and did file a report, Please read report,

In addition, I have attempted to call email contact on social media almost every day and no response, I called and was on hold for almost 4 hours no one ever answered. I am a disabled individual and not once was I offered help which i asked for, my daughter was with me and they separated out seating. There is a complaint filed but was told it is being used for training purposes and contact customer relations, which I have been trying to contact for a month… absolutely unacceptable. I have attached screenshots of just a couple calls for waiting times, but I have more.
Do not believe this problem is do to COVID-19. Just poor customer service

Hi, my name is Clinton Coleman # 22IDZ3,
and I was on flight # 3243 on June 24th, 2021, leaving from Las Vegas to Oakland CA. However for the first time I had a horrible experience on Southwest, first I had to cancel my plans that I had made in Oakland California for the June 24th, 2021, due to the fact that the plane set on the run way after we boarded for over an 1 hour, due to the fact that another plane are 2 had cancel their flights, which took about 30-45 min for them to load the plane. Then once that we done the plane to completely full, then the pilot states that we have to wait a little longer per they have to make sure that all the bags form the cancel flight was on board, so that was another 20 min or more, once that was done. The pilot got back on the speaker and said that we need to get more fuel because to plane was to heavy, and that we would take longer to get to Oakland due to the amount of people and luggage that we have on board again she states that the plane in very heavy of which at that time I was really scared. then once all that was over was started down the runway, and stopped again the pilot comes on the speaker again, and states we have to much fuel that we have to stop to burn some fuel off, that touch maybe 10-15 mins, once that was done we started down the runway again, then the plane stopped again this time the pilot said nothing we just sat there for about 5-10mins, then we finally started down the runway and finally took off, I love flying Southwest but this last experience scared me, and I lost money due to having to cancel my plans that where paid for. I would really like if someone could call be back or email regarding this experience.
Clinton Coleman [protected]
email: [protected]@gmail.com

I was scheduled for flight 4936 on Saturday 6/26/21 at 4 pm MST. My flight was delayed then canceled due to weather. I understood that but I went to get my baggage around midnight and found out that I could not get it. I needed it urgently. I have a condition called Von Willebrand disease and abnormally shaped platelets causing my menstrual cycle to be very bad. During the time waiting for the delays I had already gone through 3 changes of clothes that were in my carry on. I needed my luggage very badly. The supervisor in the Baggage Claim dept told me I should have been more prepared there was nothing she could do to get me my bag. This was totally embarrassing in front of all the other passengers in there and the other staff. That is NOT how you treat paying customers. Then I ended up sleeping on the floor waking up in a pool of blood in the floor in the airport. By 5am I had no more maxi pads, no clean underwear or pants. I had to call a taxi which costed $30 for the trip there and $21 for the trip back. I had to then purchase a pack of underwater, pads, clothes and other items to clean myself up costing me another $60. I was unable to book a hotel they were all full and was so sick I could barely hold my head up my medication for the craps was also in my bag. Fast forward the flight that was rebooked was the following day at 6:50 pm. So I had to walk around the whole day and evening still not very clean and not feeling well. The whole event cost me roughly $250 between clothes, rides, food, and then the way I was treated and have a medical condition. I arrive in Charlotte from Denver at 1 am EST (roughly) and my baggage is in St. Louis. This is now the next day 6.28.21 and my bag is at Charlotte but I keep getting calls they have not been able to locate it. I called in and they said someone from Charlotte would call me it is an hour later and nothing. I will never fly Southwest again. I plan to get an attorney unless someone decides they can reach out to me and do something for what I have been through. That is unacceptable.

Don't bother calling the Southwest corporate office, as they are no help. After 3 1/2 hours on hold, I was convinced at the end of the call that I have to change airlines. I arrived at 8:37am for a 8:45 am flight. My name was never called at the airport, and I was not allowed to board. The policy says you should be in gate area within 10 minutes, I was in the gate area not at the gate. Southwest policy says they may not let you board, but Breana said will not and I corrected her about this.

I observed 2 other Southwest flights in which paying customers arriving within the 10 minutes were not allowed to board but others were. WHY is a Southwest Employee on vacation such as one on our plane visiting family allowed to take the seat of a PAYING CUSTOMER and board within the 10 minutes? I was told by a pilot that the standby employee must get off the plane for the paying customer.

After calling the corporate headquarters and speaking to Breana, she said it was my preference when I said I would start flying Delta after years of flying Southwest. Customers are just a number to them. She did not believe me when I said that my name was not called at the airport. I guess the customer is never right anymore. She also told me a direct flight was full at a later time 2pmish Atlanta to Philadelphia when yesterday a Southwest employee told me it was not. We were put on a connecting flight that was delayed 2 hours in Orlando.

Had flights set (2) for 2020 and both had to be cancelled due to Covid. Southwest gave us travel credits and a time limit to use those but with Covid still around has been difficult. We did travel 2 flights past 6 months and still have some travel credits left. However the time they allowed to use it and the amounts we have are only 87.00 per person they will not allow us to use those credits to book out next 2 sets of flights. I have only flown Southwest and hate to change but Covid messed it all up.They told us anything less than 100.00 was to be forfeited.

Hello my name is Venilia Smith, I was flying out to San Jose California from June 16th to June 22nd
However my first time ever flying any airplane my first day was a disaster. The flight got change four times. When it was finally time to depart, our flight got canceled. Customer service didn't have a care in the world. We lost money because we had hotels booked and could not change the dates due to last minute. We had to find somewhere to stay because we got dropped off at the airport. So we had get a room and a Uber to get there. I was very disappointed with this being my first flight ever. I just wanted you all to know my excitement was ruined the first 48 hours. So my next flight I would I will try another airline. Maybe they would have compassion for there customer because SOUTHWEST customer service was rude! Teach your employees to be considerate of others.

Southwest Airline
cancelled our connecting flight to Philadelphia without providing a same day alternative. Instead the next available flight was scheduled two days later. They said the closest they could get us to PHL was Baltimore if we wanted next day service but transportation to PHL we were on our own. They did not provide hotel accomodations but would give us a $200 credit on our next flight. To return to PHL we had to fly AA at a cost of over $400 plus cab fare from Midway Airport to Chicago Ohare. The staff was officious and bureaucratic in dealing with the problems they created.

6-7-21 flight cancelled. Rescheduled for 2. Delayed till 325. Cancelled.
Rebooked 6-8. Connecting flight delayed. Gate change other end of terminal, Delayed again, Gate change again other end of terminal . Delayed again. Arrived 2 hours late.

Return flight:6-11 7:00 pm flight delayed till730. Again delayed till 840. Delayed again 850. Announcement passengers going to bush airport were not gonna make flight so we rerouted to hobby houston. Connecting flight delayed arrived 11:00pm. No bags! Had to pickup bag next day! Baggage person said I voluntarily did this! I was so disturbed!

Have been on hold for just over 90 minutes. Was told via recording wait time was 57. Would gladly have used the website except that my reservation includes both my husband and myself. I cannot make the trip tomorrow but he is still going. But on the website it's not possible to cancel only my portion of the trip. So resorting to calling and taking up all this time on hold. I understand the short staffing challenges. I don't understand the lack of utility provided by the combination of being short staffed and unable to do the cancellation through the website.

Just want to inform other customers using South West airlines Vacations the dissatisfaction about the services they use to try and save you money on a bundle package. First southwest Airlines need to disassociate themselves from Southwest vacation, as their customer service is very bad, I had several issues with my hotel room being dirty for all 4 days after repeatedly asking for the room to be dusted behind the beds, headboards, furniture and all fixtures. Also, being charged for resort fee when you could not use the gym, and after asking why is there a service fee when you could not use most of the amenities they tell me you could have used the gym and it was not opened, and pool did not open till 10:00am and closed at 6pm. Then rented a vehicle from Budget Rental car and the car stalled out several times that I requested they come pickup the vehicle by tow, as I was not going to take a chance of driving it on the freeway to take it back to the airport and running the chance of it shutting off and getting into a serious accident. This is bad experience and the customer services is just right awful. I tried some many times to try and get customer for this company and got put on hold for hours and never did the rental supervisor at Las Vegas ever call me back. I lost a Saturday just being on the phone till 11:00pm. trying to get answers. Please be aware to never use Southwest vacations or Budget, and never stay at the Rio Hotel.

MY Name is Patricia Wallace
[protected]@yahoo.com

on sunday may23, 2021 had a flight from denver to las vegas at 200pm the flight was on time until 5mins before 200pm and there was no word from the ticket counter that flight was delayed me and others had to ask what was going on there answer was i think the plane is in colorado springs and is ready to take off but every 20 mins the flight was delayed we were delayed 5 hrs then we sat on tarmack for 40 mins because they needed paper work on the restrooms this was so bad then coming back from las vegas to denver my flight at 230 pm was canceled i got a text on my phone at 930 am and i called no reason was giving and they booked me on a 630 pm flight which was delayed 30 mins this was very bad time that i had you people at southwest need better comunications with customers i feel i should be compensated in some way my address is 1696 s taft ave apt 101 loveland, colorado 80537 william masi

I flew out of Chicago Midway Airport on 5/21/2021, flight number 1383 at 6:40 pm. The flight attendant was not only rude to me, but also to 3 other wheelchair customers. The SWA employee that checks/scans the tickets told us that if we were able to walk down the ramp while taking our time we could board the plane, since there were not enough employees to push us to board the plane. The flight had been delayed. As we attempted to board the plane, instantly the African American female flight attendant in the front of the plan got an attitude and said the plane was still being cleaned. How would we have known when we were sent to board the plane? She continued to fuss and talk to the employees that were cleaning the plane as the laughed and joked about it. Later after the plane took off, the passenger next to me was not able to order crackers and soda since she was sleep. Then the passenger awoke up to ask for refreshments, the flight attendant walked right pass her. I thought maybe she did not hear the passengers request, so I tried to get her attention to let her know she was requesting refreshments. The attendant responded in a nasty tone the she would have to wait, because she had already taken orders. Finally as we were ready to depart the plane the SWA attendant announced we would depart row by row with the 1st row to be 1sts to depart. So after I walked to the wheel chair the same SWA attendant come to me like she was scolding a child and stated that I was suppose to wait to depart as she instructed. Myself and the other passenger in the wheelchair said that was not what we heard her say. Finally when I asked to speak to a supervisor she returned to the plane and continued to fuss to someone on the plane. Thank goodness the SWA flight attendant on my return flight to Chicago was pleasant and respectful.

I will start by saying that I have been flying SW for the past 17 years exclusively to and from Islip and tampa.

On our flight out there were 20 wheelchairs on the flight and please don't misunderstand me if someone can not board the plane without help they need to be in a wheelchair but when customers while waiting for there flight comes in get's up by themselves, goes to the bathroom unassisted, there is a problem. We ended up in the 22 row. I desided to use the early bird in thinking that in the past I would get A seating would make up for all the wheelchairs. Well I was wrong, we ended up with B4 and B5. Going I did boarding passes myself and got B33 and 34 not much difference except for paying $50.00.

I spoke to one of your representatives earlier and was told the system works and there are no guarantees on seating and that basically if I were not happy I could register a complaint that she would do nothing to refund me for early bird. I told her that this could be my last flight and she said again that the system worked and it was my decision to night fly with you.

In truth the real problem is the wheel chair problem. It continues to get worse and worse with no relief. All of your customers call these fights the miracle flight. They get on with a wheelchair and get off on there own. They need to understand that when leaving the plane they should wait until everyone is off the plane. They can't have it that they are the first one's on and the first one's off. I try to understand this all but they know that there way of getting on the flight first all they have to do is is say they are handicapped. I don't really know what the answer is but, there has to be something that can be done to avoid this abuse. You changed the early bird to zones now to avoid customers to use the early bird now you need to do something to make it more difficult to get wheelchair access.

It obviously did not work for me with early bird but, to be Frank I thought by doing so I would be more towards the front of the plane. My mistake

I book non stop flights for my retiree aged mother in law that has knee issues and has fallen several times. Ssoutwest airlines rebooked the flight to have a lay over and it was not clear in the emails that they had done this. In fact it wasn't clear until we checked her into the flight.

I booked a trip last year before Covid that had to be cancelled due to the seminar cancellation. They offered me a credit to my account plus a percentage more if I did not take a refund.

I tried to use a credit to book airfare for September yesterday and was told I could only use $139 of the funds for airfare. I then asked them to refund my original fees. No one told me I could only use it for a package deal and not just airfare. The flights I wanted to book totaled $943.94. I asked them if you can't apply the $777.18 in credit towards this amount then please just issue a refund so I can use the funds to pay for this trip. Also I paid for insurance on this package so I should be due a full refund.