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Southwest Airlines Customer Service

User Reviews, Ratings and Comments

Southwest Airlines customer service is ranked #85 out of the 538 companies that have a CustomerServiceScoreboard.com rating with an overall score of 62.73 out of a possible 200 based upon 296 ratings. This score rates Southwest Airlines customer service and customer support as Disappointing.

NEGATIVE Comments

237 Negative Comments out of 296 Total Comments is 80.07%.

POSITIVE Comments

59 Positive Comments out of 296 Total Comments is 19.93%.

Issue Resolution

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Disappointing Overall Customer Service Rating
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  • I have NEVER had such a nerve wracking experience as flying from Orlando to Manchester, NH on Sat.,April 28th. We had our flights booked since the beginning of Jan. and found out in Orlando that the boarding passes didn't allow us to sit together and that we had to get new boarding passes in Baltimore. There were 5 in our group and the child has ADHD and was a first time flier. In Orlando, the agent annoyedly gave us a priority pass for the child and his mom to board so they could sit together. The others of us got single seats wherever.
    Baltimore was a nightmare!!My group went to eat while I rushed to the ticket counter only to find out that our flight was overbooked and full and we were bumped and put on stand-by!! WHAT?? We should have gone on-line and confirmed?? We were on a vacation with no access to the internet and we had tickets all booked from January! There had been 3 people who had volunteered to give up seats so 3 of us could go and the other 2 could go on a later flight that afternoon. We decided to send the ADHD child and mom and dad. Again I asked for a priority pass for mom and child and was told that they could go on with the families and all would be fine--which I didn't believe, but---. The 3 of them boarded immediately only to be told that they were too late to all sit together. (Even though we had plenty of time between flights, this fallderall had take too much time.) After having a go around with the attendant, she finally asked someone to let mom and child sit together. Dad sat elsewhere.
    Meanwhile, my grand daughter and I were left in Baltimore for the next flight. Shortly, we were all told that there would be no flights available til Monday. We could find other ways(we tried the train, and other flights-I was told to try JetBlue and they said they don't even fly to Manchester!!), which they didn't help us with( I was told to go out of security and go to ticket counters and check with other airlines. I should have to do that when you are the ones who bumped us?), or wait til Monday ! WHAT???? How inefficient is this? Now, I had 3 people on their way to Manchester and 2 of us stuck in Baltimore for 2 more days??
    Our final destination was Montpelier,VT. I ended up having to make arrangements for the other 3 in Manchester for another night while I worked to get us there to meet them and continue the final leg of our trip.
    The end result was that we were re-imbursed for the ticket and we had to rent a car and drive the other 8 hours, stay over night and finish our trip on Sunday.
    I am appalled at this service! I have flown with Southwest many times before and even taken voluntary bumps. This was a time when, due to the situation, we were unable to take any voluntary bumping, etc. Besides the extreme inconvenience and anxiety, the customer service was beyond anything I would imagine. In Baltimore, when I got to the counter, I was next in line and the woman totally ignored me and spent about 5 minutes talking to the agent next to her. The other agent turned out to be the one I dealt with for the rest of the time and who kept telling me that everything would be fine. There were 2 other flights that afternoon, one of which we could be out on but, of course, wasn't true, She also said my daughter didn't need a priority pass because she would be able to sit together without one, which wasn't true either.
    The money paid for our ticket was certainly helpful since I had to find another way because none of us could wait til Monday to travel on your airline. The over-riding factor, though, is the anxiety and the bad taste this entire experience has left with me and my family---the lack of caring and truthfulness for the customer and follow through for a safe and smooth flying experience is something that definitely needs attention. Stop overbooking your flights and provide for those people who have booked flights far in advance trusting that they will have Southwest's consideration and priority.
    Thank you,
    Barbara Colf

    none 5/3/12 10:07AM
  • My wife and I made the mistake of getting a Chase Rewards credit card thinking it would be helpful in earning free flights. Our first mistake was not knowing that my flights would not earn points on her card. I had taken several flights before we found out. Our second mistake was when we called customer service for help on account access the report suggested my wife convert her points to rewards. That restricted the flights she is allowed to take and now we cannot get a flight together. This may be the end of Southwest Airlines for us. Delta flies more places anyway.

    ExSWA_Advocate 5/2/12 5:05PM
  • It seems as Southwest has lost it's way, which is ok, we all do but GET REAL. Instead of having your employees come on her trying to "rebut" the issues, how's about following through on your marketing? The crowd is 100% right. Southwest doesn't deserve your business.

    Let's take for example the new "AirTran" merger and rewards conversion. Instead of setting out to make things fair for everyone involved, Southwest executives spent a month or two trying to devise some wacked out "conversion" table. 1200 points = 1 LUV credit but 1 LUV credit doesn't equal 1200 points. Who cares?

    Then they cut Airtran's routes across the board. And the FAA had to tell them HEY you're one not TWO carriers. Southwest is trying to ride it's marketing coattails with TERRIBLE customer service. Good luck because NOBODY with any sense will fly with you.

    budhak0n 5/2/12 3:59AM
  • ha ha?? I went to just re-think about using SWA in 2012 for my new travel plans from LAX-NORTHWEST ( I was avid flyer in late 1980's) but heres my first test run.

    website- DOWN on all my browsers
    hmm try again. NO MESSAGE,JUST ERROR.
    hmm. thats odd. my log in took 20 frustrating minds,re-setting passwords.
    I put in my rewards card ( trust me I am not signing up for chase CC either)

    OK..ok it happenens. call them
    10 mins + snappy woman tells me "oh its
    down right now"
    ok lets see..so in 2012 you cannot provide
    a "message" to millions of people about
    the website is down???
    OUCH!

    UM..LOSING CONFIDENCE...would I trust the
    plane? or my credit card? or the rest

    its not good. not impressed.

    ps: PUT YOUR PROPER PHONE NUMBER
    INSTEAD OF LETTERS..AND ADD A "INSTANT
    CHAT LADY TO ASSIST...

    oldcustomer 5/1/12 11:51AM
  • Terrible customer service. No answer from CEO when written to directly. Charged for 4 lbs overwieght bag with no place to put anything else. Customer servcie claimed "were protecting the backs of their employees who had to lift the bags." Asked if they gave them the $50.00 charge but no response. The counter people were nasty and not helpful. Email customer service was a form letter. And the CEO appraenly could care less when I offered he give my $50.00 to Wounded Warrior to settle the complaint. Have never, ever been charged for an overwieght bag if under 10lbs overweight. More SW grabbing your money out of your back pocket while smiling. Never fly with them again.

    islassoc 4/30/12 7:17AM
  • CONGRATULATIONS ON PASSING THE 24 HOUR MARK ON LOOSING MY BAG FROM PHOENIX, AZ TO ORLANDO, FL. WHILE ONE OF YOUR STELLER AGENTS ''ASSURED'' ME AT 6:00PM LAST EVENING THAT MY BAG WOULD BE DELIVERED BY 10:00PM EST, I HAD TO AIR OUT ONE OF YOUR CUSTOMER SERVICE REPS WHO WAS TRYING TO HELP ME RETRIEVE MY DIABETES MEDICINE FROM THE HELD SUITCASE. THE TRUCK THAT THE ''ASSURED'' BAG WAS SUPPOSED TO BE ON STOPED IT'S SERVICE AT 10:00PM AND MINE WAS ONE THAT DIDN'T MAKE THE CUT TO GET TO IT'S OWNER! I DID RECIEVE A MESSAGE THIS MORNING ABOUT ''SOMEONE WOULD CONTACT ME LATER TODAY ABOUT DELIVERY OF MY BAG'' AT AROUND 10:00AM AND JUST NOW SOME GUY SAID THE TRUCK WAS GOING OUT NOW AND ''MAYBE IT COULD BE DELIVERED IN THE NEXT SIX HOURS''. I SAID I'D BE HERE AT WORK AT ONE OF THE ADDRESSES LISTED UNTIL 8:00PM, WOULD IT BE DELIVERED BY THAT TIME. THIS PERSON TOLD ME IT WASN'T POSSIBLE TO SAY. I ASKED SINCE MEDICINE WAS INVOLVED COULD THIS DELIVERY BE PRIORITIZED AND HE ''ASSURED'' ME THAT IT COULDN'T BE PRIORITIZED. I SURELY DON'T UNDERSTAND YOUR FANSINATION WITH MY SUITCASE SINCE AS I SAID IT HOLDS MY CLOTHING(WHICH I'D LIKE TO WEAR AT SOME POINT)MY DIABETES MEDS WHICH MIGHT KEEP ME ALIVE. I TRUELY AM REMEMBERING THIS EXPERIENCE THAT SOUTHWEST HAS PROVIDED ME SO I CAN REMEMBER SUCH HELPFULNESS YOU'VE SHOWN THIS CUSTOMER. TRUST ME WHEN I SAY THAT I PROMISE TO SHARE THIS EXPERIENCE WITH EACH AND EVERY TRAVELER I KNOW, MEET AND CONVERSE WITH IN THE COMING DAYS. I HOPE SOMETHING GOOD COMES OF THIS SINCE NO ONE ON THIS SERVICE LINE SEEMS TO GIVE A DARN ABOUT THE PEOPLE YOU OFFEND WHO USED TO FLY WITH YOU. PETER FAGAN

    faganatc@aol.com 4/3/12 2:57PM
  • Concur with all negative complaints. Careful they will try to get you off the phone or pass the buck. I would not get off the phone until you have resolution. I am trying to get rewards for a past flight and after 7 phone calls, different phone numbers to call where they state they cannot tranfer, I still have no resolution. Some numbers they give like 214.932.8372 is sometimes so busy the call doesn't even go through. They would tell you to call when it isn't as busy. Really..... Every thing you call about is pass the buck, such as call rewards, reservations, customer service or maybe you need to call Citi who services the credit card. Total nightmare and apparently the only thing they can accomplish is charging credit cards and flying planes.....if your lucky!~

    dontflysouthwest 4/2/12 4:50PM
  • The last two times I've needed someone in "customer service" at Southwest Airlines, it has been a very bad experience. Nothing but excuses as to why they can't do something for you and plenty of attitude like "How dare you be asking for something." As an A List Preferred frequent flyer, I am VERY DISAPPOINTED with the "I Could Care Less" / "Combative" attitude that I've encountered when trying to resolve fairly minor problems.

    Frequent Flyer In Sacramento 3/27/12 10:15AM
  • TRIED RESOLVING A CONCERN WITH SOUTHWEST REGARDING A CREDIT AND THEY WERE COMPLETELY UNWILLING TO ASSIST.

    Nathan 3/21/12 1:31PM
  • I am trying to simply get to talk to a
    live person to purchase two airline tickets
    for two seniors to california using cash rather than a credit card or open an account with your company on a charge system .

    Freddie 3/16/12 8:31PM
  • I read this morning about the lady from Calif who was arrested departing the SW flight to Houston after being verbally attacked by a female flight attendant. SW officially has "no comment" really? It was reported she was released from jail after 10 hours. I will look for alternatives on my next trip. SW is not the only airline fortunately.

    Anonymous 3/7/12 8:15AM
  • I flew for my work from Little Rock to Kansas City, with a stop in Dallas. Both flights were 3 hours late. I had been gone for 2 weeks, flying from Kansas City to St. Louis to Little Rock 14 days earlier. For one, I like to drive, and I don't like dark, creepy KCI in Kansas City. That's not the story though. I would've been to Kansas City in the time it took me to catch the plane in Dallas, if I drove. No one in the Southwest terminal in Dallas could tell me the exact time the plane was coming, so I could notify my family on when to come and pick me up. The plane finally came, and the flight attendants were a joke. They cared more about flirting with each other, than about the passengers. They were 2 guys, and I don't care if they like each other, this is a business, leave the flirting at home. I had a good line number, which was an A seat, but when they switched my flight, I ended up with B39. I have my work laptop, scanner, and such and it is very heavy. I must know where it is at all times. I found an overhead bin, and sat down between 2 ladies. The lady on the side of me was coughing. On flight 279, there was a guy coughing like crazy, and he was sitting near me. I'm a nurse, and know about hand sanitizer. He kept coughing like a horse, and then his cough changed to a deeper, more lower bronchial cough, and then, other passengers began to cough. I got off the plane at 8:30 (was supposed to be 5:30). I had to wait an our at creepy dark KCI. (worse airport on the planet). My ride came at 9:30 p.m. The next morning, I woke up so sick, and coughing, that I had to get a prescription cough medicine. It is obviously viral, and I have to wait it out. I've missed 2 days of work, and this is sicker than I've been in a long time. People should be made to wear masks on planes if they are sick and coughing, and I think I will grab some before I fly again.

    Rhonlynn 3/6/12 2:11PM
  • No seats assigned. When you book your flight there will be no boarding policy explained during ticket reservation. Worst experience ever. Plane was shaking and loud like old old truck. Worst planes ever three seats in one row on each side with no space to walk between rows (I'm not fat). Boarding policy is humiliating and you likely will be flying apart from your love one, seating next to or between two strangers., no matter how early you checked in. Your wife or mom may end up seated between two stranger men, very likely very fat ones. Will never fly with them again. Driving from Chicago to SW Florida much more comfortable then flying with this crappy company on dead beaten plains.

    Karas 3/2/12 11:35AM
  • Flight 4, Dallas Love Field Airport, February 24, 2012. WORST EXPERIENCE EVER. Arrived at airport 1 hour before flight...took forever to get through baggage check in and then security was even worse. Flight was at 8:25 and bag was finally checked in at 8:06. Heard my name called for final boarding when I was at Gate 1 (after already running to catch flight) and flight was leaving from Gate 3. Arrived at gate 30 seconds later just to be told it was too late. WHY ANNOUNCE MY NAME IF YOU'RE ONLY GOING TO GIVE ME 20 SECONDS TO GET THERE?!! I was so mad my face was red and I was about ready to cry. So, I had the pleasure of sitting in the airport for another two hours, listening to a screaming child and then was the told the next flight was delayed. I was also advised by the Supervisor of Baggage that they had no idea where my luggage was since they don't scan it in. Somehow my luggage made the first flight (which she didn't think would) and I had the pleasure of watching my flight pull away 10 MINUTES AFTER I WAS TOLD IT WAS TOO LATE TO BOARD. In my opinion, there is no good airline anymore, but Southwest just made "the list" in my book. Horrible service, terrible turbulence and an awful landing in Kansas City. Just an overall terrible experience.

    On a side note, when I retrieved my luggage in Kansas City, there were about six other suitcases sitting there...so I'm guessing that screwing people in this same manner seems to be how they roll.

    The only thing that saved my day from being from completely ruined was the nice conversation I had with the gentlemen sitting next to me on the plane. He was about my Grandfather's age and was going to see his dying brother in South Carolina. One of the best conversations I've ever had.

    Tracy 2/24/12 7:46PM
  • I am highly dissatisfied with the way Southwest handled one of their own employees stealing my laptop, GPS and jewelry out of my checked luggage. There is a theft ring at Midway airport (http://www.nbcchicago.com/news/local/southwest-airlines-stolen-laptop-computer-midway-133126458.html) which has not been disbanded since this woman's laptop was stolen and found along with many other laptops for sale at an airport employees home. It has not been disbanded because months later, my laptop was stolen. Southwest employees failed to respond in a timely manner, did not look further into the situation to keep future Southwest traveller's items in their checked luggage safe and overall had an attitude with me when I wrote to Southwest regarding the situation. Southwest refused to compensate me for my troubles, and attempted to get me to give up and take it for what it was, even though Southwest is at fault. Their "do not reply" emails responding to your quiery cause confusion and frustration in how one is supposed to reply to the customer service agent.

    ebrogue 2/6/12 9:53AM
  • Heaven help you if you are a disabled person traveling on a "group reservation." I have made countless phone calls to the laughable 24/7 "live person" toll free number, sent emails, been transferred to "we are now closed...our office hours are..." and finally got a SW employee to tell me that transportation (other than by wheelchair) of the disabled within the terminal is an airport, NOT an airline problem. Really? Last time I checked A.D.A. compliance is a FEDERAL REQUIREMENT. Are not airports and airlines Federally regulated?

    dragging my feet 2/5/12 3:28PM
  • cancelled reservations made using gift card and visa and now have one yr. expiration which cannot use; requested extension......your agent said no can do or will do....unacceptable.....been long time customer and receive many gift cards and think it is unfair and exceptions can be made regardless of policy. cancellation was made due to illness.

    gerry 2/2/12 9:28AM
  • I order a Southwest Rapids Rewards card and before i was able to activate the card, it was canceled (I was traveling). I spent 45 minutes on the phone with two Chase employees but they advise they could not help me. Three weeks later I received a statement for $99 plus a $1.50 fee. Are you kidding me....my wife also had a bad experience. I love your airline and want to support it but your rewards card is horrible. I would dump Chase and manage it yourself.

    Retired USAF 1/18/12 9:58PM
  • I can not understand why Air Tran is accepting direct flights for ATL to SFO for 2-14-2012 and yet SWA shows ONLY 1 stop flights. When ask if I could use SWA points on the flight the answer was NO. The customer service person had no date for transition of points program nor when the transition would take place with Air Tran.
    When ask if the union have made an agreement Customer service related they were not aware of any agreement yet but the paper shows agreement on 12-27-11. SWA you may need to update the public and customer service what is going on with the points program and when and if you can use SWA points on reservations made by Air Tran in FED.

    Billy 1/3/12 1:56PM
  • Used a 20 dollar credit for a flight I had to cancel toward the purchase of a new flight for a marathon. This new flight cost 380 roundtrip. I got injured and canceld the flight. I was led to believe that i could use the canceled funds for a future flight but now they are telling me because my 20 dollars was expiring it took with it the 360 I paid. Nothing they can do. Gave me a customer service number of 800 214 932 0333. I was on hold for an hour yesterday but had to go never spoke to anyone. On hold again today. It rings and goes straight to music. I have used and loved Southwest for two decades and am disguisted with this policy and service I will no longer fly with SW unless I have to.

    upset flier 12/28/11 10:01AM
  • I was disapointed by the services of the dark haired flight attendent on flight 556 on 12/22/11. I fell asleep briefly on the flight and woke feeling nauseous, I intended to go to the restroom but the seatbelt light was on so I attempted to inquire as to whether we were on the descent or what the status was in case I needed to go to the restroom but the belt light was on and that is as far as I got before I received a long speal about how she couldn't tell me I could go because she could get in trouble before she walked off. I called the flight attendant again intending to ask the status of the flight and see if she could remove my cup of ice and again was not able to get a word in edge wise before we hit some turbulance and the pilot asked the flight attendants to take their seats so she was freaking out about how she had to get in her seat still hadn't even let me say why I pushed the button so I finally just said then just go, go sit down. Then the other flight attendant came to see what was wrong and I explained to her I wasn't feeling well and the other flight attendant wouldn't shut up long enough for me to tell her why I had pushed the button and could she please take away my cup so I wouldn't have to worry about it if I got sick and had to rush to the bathroom. she offered to get me a bag and a cool cloth incase I was sick. My brother came from the back of the plane to see if I was okay and then the flight attendants later went and asked him (not knowing his relation to me) if I had been drinking because I was being combative. I am insulted and disgusted with the service I received. I don't drink at all and I ordered a dr pepper on the flight which I didn't drink. I hope that this flight attendant reads this and realizes part of her job is to listen and not assume because then she just makes an ass of herself.

    insulted 12/27/11 1:59PM
  • Poor service tonight - actually boarded on abusive and threatening - send an email to Customer Service, we will see how they respond

    AdairII 12/20/11 8:06PM
  • The new Rapid Reward point system is a mess. I have
    a SW Visa with Chase and it earns points for my Rapid Reward account but it has been months since it has updated on the SW Rapid Rewards website. I sent an email to SW and the answer they gave is, "yes they know there are issues" , but no estimate of how long it will be before the issue is fixed. This makes it impossible to try to balance my Rapid Rewards account!

    Dave M 12/19/11 12:40PM
  • I HATE YOUR PHONE NUMBER. I AM OLD WHY CAN'T YOU JUST PUT THE PHONE NUMBER ON YOUR WEB PAGE? If I WANTED THE ALPHABET I WOULD GO THERE. WHY CAN'T YOU INCLUDE THE NUMBER NOT JUST SPELLING? no THANKS ARE INCLUDED I AM VERY FRUSTRATED. PLEASE PASS THIS TO YOUR SUPERVISORS. SHARON SNYDER

    Anonymous 12/14/11 9:18AM
  • I am in Atlanta and I was looking forward to SW service. We often travelled on airtran to SFO, direct from ATL to SFO.
    I am totally disappointed to find out there is not a direct service on Southwest.

    I feel I simpley wasted my money on SW reward card.

    Anonymous 12/12/11 1:44PM
  • I tried 5 times starting at 5:30PM Central Time, Sunday 11-27-2011. Got a recording to call another number, called it and the auto attendant just hangs up on me. Where the heck is the customer service? I need to change a flight asap and can get no one!

    bvy2405 11/27/11 5:01PM
  • Long-awaited family vacation for Thanksgiving. We got to the airport early but had to stand in LONG check in line and LONG security line. Got to Southwest gate 10 mins. before departure time. Jetway door was wide open as I ran up with our 3 boarding passes in hand. Short version. RUDELY told only "the plane is full. Get in line!" Agent wouldn't talk to me because I wasn't in line and was, of course, panicked. Finally, I reluctantly had to get in line as my husband and 14-year old daughter stood by equally baffled. When I continued to ask questions while in line, Ms. Salas ("Customer Service") ignored me. I asked to speak with a Manager. I got to the front of the line, finally, and she ignored me, staring at her computer screen. I persisted, she said, "I don't have to talk to you. You asked for a manager." From that rude remark I took it that at least she'd called a manager. No. She's called a sheriff to come deal with me ~ the customer!! When I sat down in the chair and said I want to speak to a manager, the sheriff jumped on me and said "you're under arrest and going to JAIL!" Yes, it really happened. All thanks to Southwest Airlines "customer service." Daughter in tears, husband trailing me and 4 burly officers just loving the chance at some action on a busy travel morning. Our Thanksgiving vacation plans dashed, hearts broken and I have a summons to appear in criminal court in February. Did I mention I teach aerobics and drive carpool? And that I've flown Southwest for years? Wanted to make sure the word gets out there how ugly this airline has turned to its patrons.

    Anonymous 11/24/11 2:14PM
  • I was onboard a flight from Jacksonville to Tampa when a flight attendant spilled a tray of drinks on me and my laptop. I tried to report the incident, but he said I needed to contact their customer relations number. I did so after getting off the flight and was told they would not do anything unless an incident report was completed on the plan. I've been on the phone with 3 different people at Southwest all with different stories/reasons as to why they can't/won't help me. I am now out a $2K computer!! I can't believe a company who claims they are customer service focus are anything but!!

    jax.traveler 11/7/11 8:21PM
  • They said I would have NO problems getting a seat with my 2 yr old daughter. Come to find out they wanted to sit us apart. Took 25 mins before they finally made someone switch seats. WHO in the world lets a 2 yr old sit by themselves?????? Really? Thanks for the guarentee. Also, broke our NEW stroller. They will NOT pay for it. Who's fault is it? NOT mine. I didn't throw the stroller. Southwest did, but some how it is not their fault. Unwilling to help. Don't seem to care. I will now make it my personal mission to make sure everyone nows how BAD they really are. They Messed with the wrong person.

    IHATESWA 10/25/11 12:38PM
  • SW used to be customer friendly, but it's all about the bottom line, now. I just requested a name change on a ticket and am told that they can no longer do that because they are strictly audited. I asked if they could make a one-time courtesy change and the rep insisted that the policy is strictly enforced and I agreed to the terms, etc....Ridiculous. I was willing to pay a fee for the name change since both mine and the other passenger's ticket were on my credit card, but they would not budge. I am going to see if I can get the credit card charges reversed for this portion of the ticket since SW is unwilling to work with me in good faith.

    Anonymous 10/21/11 8:43AM
  • Flight 501 PVD-PHX Oct. 20 2011
    We saved our drink coupons that we recieved this summer and brought them on are trip to AZ. We were just told the coupons are expired and no longer good for free drinks. There is nothing on the coupon about an expiration and no where do I see it in writing that these coupns are no long useable.
    What other ways will you nickle and dime your frequent flyers and dedicated customers. You are certainly loosing points with my husband and I.

    Anonymous 10/20/11 12:43PM
  • On a flight 10/9/2011, someone went through my luggage and removed an expensive 18kt ring which I had hidden in a small pocket. (dumb!) They must have been able to see it on the bag screening.TSA says they didn't search my bag, and SW, after a week of calls finally spoke to me and blew it off. They did offer a $50 air credit for the inconvenience. All I wanted was a loss statement for taxes but since they weren't sure I had a ring, they were less than supportive.

    CB 10/17/11 9:46AM
  • I applied for a new SWA card early 2010 when they were offering two round trips after purchase. Received postcards in April saying trips were earned, but they never showed up in Rapid Rewards account. They had 'please be patient' notices posted as they switched to new RR, I was. It took three hours of buck-passing customer service (Southwest, SW Rap Rew, Chase)in mid-July to finally get rewards posted , BACKDATED to APRIL. Too late to plan summer travel w/grandkids, expire before next spring school vacation. Have cancelled credit card after exhausting all options to get the YEAR I should have had to use the flights. What's in my wallet? Capital One!

    Nana X 4 10/15/11 6:09AM
  • I was told to be at SEATAC Airport 2 hours ahead of my flight. Got there at 4:00AM, stood in line for 1/2 hour before agents showed up to check in luggage!
    Returned from SAT to SEATAC 10 days later. Picked up my luggage. When I got home and started to unpack I found that a new collapseable bag was missing from my luggage. I notified TSA and Southwest. They essentially finger pointed at each other and denied responsibility. Southwest wrote this in an e-mail "As you may know, our Contract of Carriage excludes liability for missing items unless the incident is reported and verified by an Employee within four hours of the flight's arrival." Gosh, Had I known this I would have unpacked my suitcase at the airport. Whatever!!! I found the contract of carriage on-line. Saw nothing on the boarding papers or elsewhere. Whoever stole my new bag must have needed it more than I did!
    I am very disappointed with all this and will reconsider my flying choices in the future!!!

    Mickie 10/13/11 7:59PM
  • I will never again set foot on a Southwest Airline flight until the company issues a clear and honest apology to the GLBT community for having kicked a lesbian actress off a flight for kissing her girlfriend. I won't fly the homophobic skies of Southwest. Shame upon them!

    Anonymous 9/28/11 1:15AM
  • I went from Tampa to Kansas City on Southwest, Great rates, but i noticed both going and coming, the dirtiness of the flight. I sat as far away as i could from others, being this my first flight, but after just ONE week in Kansas City, well I got back to feeling like the big time "BUG" had hit me, someone who does not catch things.
    Anyway, my point is why does not Southwest spray the seats and area with some sort of disinfectent? Sorry for the spelling.
    I am still trying to ride myself of this chest congestion, but more importantlyi gave whatever i picked up from that flight, The elderly couple i care for, got it and the lady is now in the hospital.
    Please think about GERMS !!!! i KNOW WHERE I WAS AND I KNOW WHAT I DID, ONLY PLACE I KNOW THAT I HAD NO CONTROL WAS ON YOUR JET.
    Think clean, please, I would pay more for it.

    Michael F. Hirt

    mhurtman 9/24/11 7:54PM
  • This complaint is about the rigidness of the policy for using credits. I don't travel very often and had to cancel a trip due to a sick child. (Do you all want to be on a plane with my sick child? I didn't think so.)I have another trip but the flight doesn't return until after the credit expires. I can pay a $50 fee and use the credit afterwards which is fine with me, but they won't let me book it that way until the the credit actually expires. That will be just days before the trip so I don't know if I would even be able to get flights, much less what the prices would be. This is a "must do" trip so I can't risk it. I've booked my trip through orbitz and I'll just toss the credit. (No I can't give it to someone else... tried that too.)

    Lee 9/20/11 12:13PM
  • I am a longtime fan of Southwest Airlines, but I had an experience with the airline 9/10 that I would like to share. On flight 703 from Raleigh/Durham to Austin, I was seated on a full plane next to the window with only one seat still open on the plane - the middle seat in my row. Just before the doors were closed, a morbidly obese man boarded and occupied that seat and a fair portion of mine. Seriously. I weigh 120 pounds and am recovering from back surgery and wearing a body brace, which makes it very difficult for me to move - hence my choice of the window seat with that small extra amount of space. This passenger was so huge that he could not fasten his seat belt; he simply hid it beneath his sweatshirt, put his ear buds in and went (or pretended to) go to sleep. His right leg literally covered nearly half of my actual seat to the degree that I had to cross my leg over toward the window his right arm pushed me so far to the right that I had to pull my left arm across me and hold it there for the duration of the flight (2 hr to Nashville). I could not order anything to drink because I could not lower my tray table because of his leg. It is my understanding that passengers who cannot fit in a seat are required to purchase two seats, but nothing was said to this passenger and I spent the flight in misery. The situation would have been uncomfortable to anyone, but in a plastic brace that makes it impossible for me to shift much, it was very miserable. I am so disappointed in the airline and the blind eye that the employees turned to this situation. It is unacceptable.

    mst 9/12/11 11:09AM
  • On a cloudless day, 9/11/2011, after making the passengers wait over three hours for a flight from Hartford to BWI, Southwest decided to cancel over 10 connecting flights from BWI. I was stranded and could not show up for work on Monday as were customers who needed connecting flights to over 10 cities. This is a lot of people! The reason flights were cancelled was because two runways in BWI were being serviced and could not be used. Southwest knew this fact for as long as BWI told them, which I believe was not days. If SW had shared this fact, I would NOT have gotten a connecting flight through BWI, would I??

    As I was waiting in a long line, I heard a SW attendant say to another SW attendant "just tell them (customers) that it is the weather" not the runways. Not telling the truth must also be ok with SW.

    This is not how I remember SW. They simply don't care about your plight. SW is annoyed that we are panicking!

    I am really disappointed with Southwest.

    Alice 9/11/11 5:46PM
  • Southewest has really gone downhill. Ever since the new CEO took over the company has been very unfriendly to it's long time customers. The change to the RAPID REWARDS program is a slap in the face. The only thing that was different from Sowthwest and all the other airlines was it's customer service and low fares; now both are screwed up.I have been flying 2 to 3 times a week for 8 years on Southwest. Now 9 out of 10 flights are delayed. They now cancel flights and combine with later flights if they don't have the amount of passengers on the first flight. I paid a higher fare to fly early in the day so I could make a business meeting. Southwest pulled combine flight game and sent me 2 hours later on a flight that was 30% less but would not give me the refund difference. I have saved up over 100 flight drink coupons that have no expiration dates. I was just told last evening that they will no longer accept them after Sept 1st. No notice was even given.
    Try flying Virgin. The fares are cheaper and they have been working harder to get customers by providing great customer service.

    Jeff 8/26/11 10:10AM
  • SWA from first to worst. I have been loyal for 15 years but will not buy another ticket from this trash airline. They have completely tanked. I have tried calling Customer service for 5 straight days & the line is always busy...Just Disgusting

    georgetown 8/23/11 7:29AM
  • Our flight has been delayed for over five hours without any reason provided. The information that we have received is contradictory. But I get another email an hour before the flight is supposed to depart stating that the boarding time has slipped again.

    There is a customer service desk in the A Gates at BWI - ironic that there isn't anyone there to assist travelers.

    Never again.

    Anonymous 8/22/11 12:36PM
  • When I call # 800-435-9792 I am told they can't help me and I need to call customer service in TX; but the customer service # is always busy! Southwest used to be a friendly airline, less so lately.

    Anonymous 8/17/11 11:42PM
  • What is WRONG with SWA??? Had to change a flight and received credit that I was told I could use whenever I wanted. Assumed that meant whenever! Was not told it would expire on a certain date. Rarely fly and had no idea of processes required. Could have purchased new flight quickly once I discovered that it was expiring, but when I called to double check, the call center told me that I should go ahead and let it expire and then try to get it extended. But, I HAD to let it expire before they could do anything about it. I questioned that, but she said it would be the best way to take care of it. I was given the famous number to call to get help. Called more than 20 times in June and early July and got nothing but busy signal, or would actually get through just to wait on hold for more than an hour. Was disconnected once I would finally get through or my battery died, or my cell phone dropped the call as I drove through dead zones and then I had to start over again. Never actually talked with a live person the whole two months! FRUSTRATING! Once the credit expired, I was not as vigilant at calling (not looking forward to waiting on hold forever) but after a few attempts this month, finally got through. She said it's my fault it expired and she didn't know why I would think it was "open-ended" (her wording, whatever that means) or who would have told me to let it expire so there was nothing she could do to help me. Of course they don't keep records, so she has no idea who in SWA could have possibly told me incomplete or false information. In essence, called me a liar. Obvious case of my word against theirs. Now I am out the fee to reinstate...even though it's MY money, not asking for more than I paid! All because I did exactly what I was told. She thought I should be grateful that I got back part of it! SWA is taking no responsibility for their employees' actions and DON'T CARE at all!

    Anonymous 8/16/11 2:02PM
  • I flew with Southwest this past weekend from LAX to PIT supposed to have a connection through Vegas. My flight was delayed 3 times, each time I asked the desk immediately if my connection would be ok and they said "Yes don't worry, they are going to hold all connections". I found out just before boarding that I wasn't going to make the connection and would have to fly out in the morning, with no assistance from the Southwest for accommodations. The next day my flight was cancelled due to plane maintainence & I had to be book on a later flight. I've talked to 2 desk reps, 2 "1-800 # reps" and no one seems to care about the garbage service I have been receiving. They keep pointing me to the 214 customer service line which has been busy the past 2 days with several phone calls each day. So much for "Great customer service". I'll gladly pay a little extra from here on for another airline to not go through this again.

    Anonymous 8/9/11 1:53PM
  • Three of my family members and two friends from abroad as tourists used Southwest and we had to cancel a one way travel to reach different destination. The travel funds from the friends' a/c could not be used since they left the country and may never come back again. So, the southwest should at least let the persons in the group of the canceled itinerary use these unused travel funds for future travels. They failed to do this and swallowed my unused funds. Good luck southwest and you will never see my family travel on your planes again.

    venkat 8/5/11 8:12AM
  • Having been a loyal Southwest customer for many, many years, I am sadly disappointed in their choice to move to a points system. Very confusing and obviously a move to make sure that customers will not utilize the "REWARD" without a HUGE effort. We can add Southwest ! We realize that the more we pay for a ticket, the more points we get...not the point of a REWARD system. If this is the deal, I might as well just use my AA points and go direct !! NOT A SMART MOVE !

    Al 8/3/11 3:17PM
  • Today I waited 6 hours for Flight 28 out of Houston Hobby to get me to Dallas Love Field. Kept announcing "weather delays" and "Had to fly back to Austin for fuel" comments every hour or so, then announced that Flight 28 was canceled. That left passengers scrambling to go to other gates searching for flights to Dallas. I asked an older man what was happening and he told me, "They've done this to me before, it's every man for himself now!" Wow, bad customer service....
    - Dr. Paul Pettit
    Rockwall, Texas
    July 28, 2011

    Paul 7/28/11 8:38PM
  • My husband and I were to fly to las vegas on sunday july 17th at 3:45pm from columbus. On sunday july 10th at around 4:00pm he was in a serious car accident and broke his breast bone and his back. when i called on monday the 11th to cancel and see if we can put our payment toward another trip when he is able to fly(2-3 months from now) i was told since the accident happened less that 7 days i will be out of luck!! I asked if the accident would have happened at 3:30pm if something could be done and she said YES!!!! ARE YOU SERIOUS!?!? So i sent a letter from the doctor, accident report, sheriffs report and pictures hoping something will be done. Oh and i have emailed a number of times with each time them saying they will get a hold of me within 5 days. Im still waitng for them to get back with me. Gary Kelly on the website says he is all about customer service well we will see!! I hope he has a heart since that the symbol!! And the lady i spoke with needs some compassion!

    beth 7/28/11 6:15PM
  • My two sons bought tickets for $600 each,round trip from Albany, New York to Las Vegas. They were supposed to be at Albany one and one half hours before their 11:50 flight, which they were. They were checked in(baggage loaded,etc.). The plane had mechanical problems and there were several delays.My sons(25 and 30) decided to go watch the planes go in and out. They got back to the gate just around the time they were told to(1:55 pm). They were told that their seats were given away because they were one or two minutes late. My sons did not know that their was a 10 minute rule;they assumed that if they were already checkedin that they would be all set. My question:Where are the signs that state this five minute rule? They were unable to catch any standby flights to Las Vegas, so the woman at the desk told them to drive to Baltimoe that night(they had their car at the Albany parking garage) and they could take a 6:00 flight to Vegas;which they did. When customer service was contacted REPEATEDLY we were told that 10 minute rule is their policy;no "I'm sorry" . SO SW airlines made out-$600.00 from each of my sons and money from the two standby people who took my sons' seats. Again, if people aren't used to flying how would they know about the 10 minute rule? This has been an unbelievably rotten experience. SW-keep up the great customer relations(NOT!).

    Anonymous 7/26/11 5:44PM
  • I had a 6:05 flt. (#1152) Sac.Seattle. The passenger line of check in was 40 people outside & another 45 people inside. There was a SW point director..pointing to what kiosk for people to use. AT NO TIME did SW ask for people to step forward who had flts. within the next 40 minutes...I checked in at 5:35; however my bags were late. SW never alerted me that the next security line was 75-90 people deep...I should have been booked on the next flt. Instead I was told by the TSA there was no exception to helping me through the line. I was extremely upset that SW & TSA did not have better communication with passengers!

    Anonymous 7/26/11 3:31PM
  • I have been a long time enthusiastic customer and I go to Southwest Air's web site first for potential flights.

    No longer!

    The new Rapid Reward System is not only confusing, but it is clearly a "downgrade".

    Good luck on utilizing old "Standard Awards".Try booking a weekend flight........very, very disappointing.

    coastbuilder 7/24/11 1:29PM
  • My family of five and I have flown SWA exclusively for over 15 years. I have experienced a wait on the customer service line of over 45 minutes yesterday and again today. In addition to the wait, the customer service rep named Cray was rude and argumentative with me. When I expressed my opinion that their new policy was not nice, she told me to stop talking down to her and that I should be nice if I wanted her to do a favor for me. Gosh, no LUV here! Since when does customer service representatives do personal favors for customer callers? Isn't it the Southwest Company who takes efforts to maintain customer satisfaction using policies in place to restore goodwill??? I felt unappreciated and frankly dishonored by both her comments and her attitude. Aren't the customer service representatives there to restore faith and goodwill with the customers? After this conversation, I asked to speak with a supervosor. She told me it would take 24 to 48 hours for one to call me and then she hung up on me. I called again today to be sure the request was made for me to speak with a supervisor. Amazingly,Cray answered again. I asked to speak with a supervisor and she told me that she WAS A SUPERVISOR. When I reminded her of how she hung up on me, she put me on hold. She then began to read me the company policy on speaking to management taking 24 to 48 hours. I asked to speak with management this time instead of a supervisor. I am waiting to see if a manager will actually call me.

    Consider me simply done hearing about all the LUV - - I hope to see it practiced soon. I Guess we will know in 24 to 48 hours.

    NomoreLUV 7/22/11 2:27PM
  • My wife and I have been loyal SWA customers for over ten years, we flew SWA exclusively. Now that they have revamped the rewards program (so-called improved) and made some other changes, we hate them. The rewards program earns less and depends on how much you pay for the flight and it is more complicated. They promote no black-out dates on the awards but I just tried to use mine and there is hardly anything available (tons of blacked out dates), what is available is mid-week or has multiple plane changes. My wife had two cancelled tickets under her brother and his girlfriends name charged to our credit card but we can no longer use the funds because they are enforcing a policy that we were told was always on the books that no transfer of funds to another name. Those two tickets will never be used as they hardly fly SWA and were just going to go with us on a short trip. So, we are now going to lose $190 or we can wait a year and pay $50 to get it put in our name. Customer Service says that this policy enforcement took effect in April 2011. We never received any notification of this change and Customer Service said nothing was ever issued in e-mail or standard mail but was put in the fine print at the bottom of reservations. Why would I be looking in the small print for this change when I was not expecting the change? Calling Customer Service is also a pain as the line is always busy and then it takes forever to get through. I have also e-mailed and they say to give them five days (five days?, I used to work a call center and we had 34 hours). Well, my response came after 14 days. SWA has gone from customer satisfaction to profit satisfaction and does not seem to care.

    jedivader 7/19/11 8:56AM
  • HORRIBLE! My 14 yr old son & 3 other 14 yr old teammates are traveling alone to CA for football camp. Because they are over age 11 according to SW, they are NOT "unacccompanied minors". Flight left Albq but mid-flight made emergency return to Albq. due to smoke/fumes in cockpit - bomb squad is on site (all over news). SW website says flight landed in LA! After waiting 35 minutes to speak to someone, her records show boys are ON FLIGHT
    even though it is sitting back at airport w/bomb squad. Unable to talk to anyone and get any info. Heading back to airport as soon as I am off hold with Rep - she has advised that I do this as they have no info. Outrageous!!

    Mad Mamma 7/14/11 8:02AM
  • I'm trying to find out (10 mins on hold)
    1. My rapid rewards points?
    2. How to get credit for flights taken?

    RR #182392350 Peter Ross and Carol Ross )do not have her #) for WMQ2DA WMBFF2 XHXEA3 XQZYMM X@G95D XKLGNQL XQFNJE XBDB6A Please call me at 408 499 7406 or email pwross54@gmail.com

    peter ross 7/8/11 2:56PM
  • In May, I booked my Mother’s June flight to visit using my Southwest Airlines (SWA) award ticket, which expired July 6, 2011. Yesterday, she wanted to give me her gift of a flight in August using her award that expires in September. However, she found she only had ½ an award. I came to find that I had the other ½, which just expired. Wait, it gets better. Apparently, when she called to CHANGE her return flight in early June, by procedure SWA cancels the award used (my ½) and rebooks using AN award (her ½). However, the SWA operator requested her SWA award account number and never explained to her they were charging her account for the return flight.

    Who doesn’t give their rewards account number when it is the first thing they ask? Had they explained to her they needed her account number to charge her she would have called me and got my account number and my award. Furthermore, SWA did not notify me they had cancelled the July expiring ticket nor did they show the ticket as available in my online account until today (7/7/11), one day after it expired.

    When I called IflySWA, an operator said “there was nothing I could do, call Customer Relations (CR).” The CR phone was busy. I then called the SWA rewards line, and an operator said “there was nothing I could do, call Customer Relations.” I called CR again, (214)-932-0333, and got a busy signal.

    A multibillion dollar corporation cannot afford call-queuing software? When I call to spend money they can afford the software, but not for complaints? I call again and again, etc. I know I am spending too much time, but SWA was wrong. Finally, the phone rings, but the recorded voice says I have to wait. When I call their revenue lines the record voices offer to call me back?

    After a long while, I am connected to a live voice. I told the story for a third time; how SWA procedures muddled the transaction, that no one explained what they were doing, and in every maddening detail. Chelsea, just Chelsea ‘the only Chelsea who works there’ said she was sorry but, “there was nothing I could do.”

    I said, “Two other operators told me that Customer Relations were the ONLY people who could do something.” I explained, for my expired ½, I just wanted the same expiration date in September.

    Chelsea, just Chelsea ‘the only Chelsea who works there’ said, “I am sorry, but there was nothing I could do.” She explained it was beyond her capabilities to do anything for me and there was NO ONE ELSE to talk with.

    I asked, “Why do you say you’re sorry? Do you feel sorrow because your only response is denial?” With only nowhere to go, I asked for an operator number or other identifying factor for any future complaints with SWA.

    She said “My name is Chelsea, just Chelsea, and I am the only Chelsea who works here.”

    I don’t really care about the $50; it makes more sense to pay the fee and avoid the full cost of ½ a round trip. I am now severely annoyed that I pay a yearly fee for my SWA rewards credit card, even though I know awards are only Standard* (Oh, yes! They also have red tape), because SWA has a DENY (but say you’re sorry) order in effect, not unlike bill collectors and scrupulous health insurers.

    What is most upsetting is telling my retired, fixed-income mother and feeling her distress, embarrassed that her gift in return is shamed. A gift ripped from her by corporate insensitivity and greed. I did hear from one of the earlier operators they are hiring in Customer Relations.

    * It takes two Standards for Freedom within SWA awards.

    SWAripsoffGranny 7/8/11 8:10AM
  • I paid $600 for two tickets and had to cancel 10 days in advance. I am not able to get the funds back. Only half is granted to me, the purchaser, the other $300 will never be redeemed. This seems criminal. In addition, instead of even being given the 4300 refund per person only $105 credit was $ranted. Awful!!! Pissed. F*ck them!!!

    UpsetHarry 7/6/11 11:01AM
  • This line sucks. It seems to be busy almost all the time during the day. Even an operator on the reservations number told me they have to redial all the time to get through. I like SWA but this is a black eye for such a big company. Get more lines, at least during the day.

    Anonymous 6/29/11 7:09AM
  • This is about as poor as it gets. The reservations people can't do anything to help you and give you the "customer relations" number, which is either busy (who ever heard of that) or places you on hold. In fact, the reservations people I did not expect this from an airlines that was so good in the past. This is about as an abrupt change as one could make.

    In

    dissapointed 6/28/11 9:09AM
  • You are absolutely right. Someone decided to cut corners in a service industry, so now the service for online, Rapid Rewards, and phone are horrendous. Why do companies that provide services cut services? The overall impact will be to watch this company slowly deteriorate. The new Rapid Reward system, with its confusing totals and lack of online clarity is just another example of underestimating the public's loyalty.

    loyal flier 6/27/11 12:29PM
  • I am very disappointed with southwest! I cancelled 2 tickets on April 25th because of a weather issue at the destination. I was told that I could use the amount for any traveler, not just the ticketed ones. Supposedly on April 29th, you decided to enforce the policy said to have been in place for 10 months and no longer will allow it. My son has been out of the country for nearly 2 years. We were trying to book tickets for my daughter and her boyfriend to meet my son and his fiance in Dallas. My daughter and son have not seen one another since he left. They have not met the other's new relationship. We have planned an entire week of family/friends reunion based on the fact that we had these funds to purchase tickets. Now, they are refusing to let me use the funds.

    It is too far for my daughter and her boyfriend to drive because of their commitments at school. If we don't get this worked out, it will be 6 more months before they see each other as he is moving to the east coast the week after the planned events.

    This is very upsetting! If that was your policy on April 25th yet not being enforced, why was I not told that it couldn't be done?


    Please do something to take care of this. I was promised a phone call, but all I got was an email. Makes me feel like a very valued customer.

    Anonymous 6/24/11 9:23AM
  • I've been ONLY flying with Southwest for 7+ years. I've always had great experiences, however over these last few months I've been seeing some changes. It takes very long to contact someone when needed, and they are not nearly as accomodating as they once were. Are we losing the customer service that has made Southwest the best airline out there?

    Anonymous 6/24/11 9:23AM
  • Called SWA at 5:00 AM Central time, waited 40 min. Agent said she had no calls in her queue. This sounds like a system problem - people waiting when the agents are idle.

    Helloisanyonehome 6/24/11 4:38AM
  • This is by far one of the worst customer service call center set ups!!!!! 1 800 I FLY SWA's calling centers are a joke!!!!!!! 6 call centers and more than a 2 hour estimated hold time til the next rep will answer your call??!! Phone hold/timed limits that hang up on you, busy signals. . . company red flags!!!! very very upsetting!!!

    Anonymous 6/24/11 12:43AM
  • still on hold.... have yet to speak with a customer service rep. Time on hold has been 187 mins, thats over 3 hours!!!! WTH!!

    Anonymous 6/23/11 11:06PM
  • Why has the line been busy? I've never in my life, EVER called an airlines and once you Finally get in it says hold time is 1 hour and 55 MINUTES!!!!!!!! This makes me want to cancel my ticket i just did and take my business to another airline.

    Anonymous 6/23/11 10:05PM
  • Something has gone really wrong!!! No one is answering the phones at the reservation number. I've been on hold now for over an hour. THIS IS NOT GOOD!!!!!!!!!!!!!!!!!!

    Anonymous 6/23/11 10:01PM
  • I have been on hold now for 115 mins and counting...
    What is gong on with SWA???

    Anonymous 6/23/11 9:51PM
  • This is so strange! Ive never flown southwest and now that I wanted to try them I get busy signal for days???
    AMAZING! Is SOUTHWEST going BANKRUPT or something?

    gambino96 6/23/11 9:31PM
  • called at 2:30 PM tday -message said wait tome was 15-25 minutes. I held for 1 hour 15 minuetes and gave up. Just like others I have a reservation that for some reason I am unable to access on line and am being told I have to call. Have never had a resertvaion I made online that I could not access later online. Hav ebeen a loyal Southwest flyer but have jsut made 2 RT reservations on Virgin America and wil not be back on Sothwest if I can avoid them

    Anonymous 6/23/11 8:05PM
  • I am calling to get my flight plans that i booked online that I'm not able to pull up online for some reason. getting pissed. I keep getting busy signal!!!!!

    mesha 6/23/11 7:42PM
  • i have been trying all day to reach you. The phone rings busy. Not a good business plan.

    Anonymous 6/23/11 3:42PM
  • On hold for 28 minutes so far with Southwest Airlines Rapid Rewards.

    Is Southwest going out of business? Did they fire everyone who answers the phone?

    Anonymous 6/23/11 2:49PM
  • I'm very upset about the pilot comments of his conversation on the mics he had in March 2011. I very disappointed of the handling of his punishment. If his comments where about blacks or jews he would have been fired. But his comments of gays, older adults, and women what just a "slap on the wrist". I would like to have this pilot flights posted so I make sure I'm not on his flights and it this can not be done then I will be using another airline from now on. If he has so little disrespect for my life then I don't trust him flying me around.

    Wesdarrell 6/23/11 2:14PM
  • Hold times outrageous...
    Was one flight away from A list status before rewards change.
    No being told i need 4000 something points wich would accumulate over approx 3 - 4 flights.

    Really Southwest??
    Sorry but yanking the carrot like that is disgusting corporate behavior

    Anonymous 6/23/11 12:28PM
  • I have been on hold for 30 minutes already waiting for response. I need to change my ticket and am unable to do so online!! Soooooo frustrating!!! Anyone have any ideas?

    monkeynlisa 6/23/11 1:46AM
  • i called three times and was on hold for 1h w/o ever reaching customer representative. TERRIBLE!! I am switching off southwest..

    phynas 6/22/11 10:33PM
  • On hold for 28 minutes, is southwest going under? I have appreciated their customer service as a rapid rewards customer, but I am very frustrated with the lack of reasonable turn around time, or options to be on a return call list. I don't believe my call will be answered.
    Frustrated in San Diego!!

    Anonymous 6/22/11 9:50PM
  • I love SWA and rarely use any other airline... but in the last few days, just like others have posted here, it's been impossible to get a rep on the phone. This has never happened to me before, usually the hold time is reasonable and the reps are always friendly. What's going on with them lately??
    I found a "complaints & compliments" phone number, which went directly to a human being: 214-904-4000
    That person directed me to Customer Care at 214-932-0333 but after calling repeatedly, there's been nothing but a busy tone.

    FamilyDiva 6/22/11 5:16PM
  • on hold again, 31 minutes, over 1 hour today, happened last week, complained at the counter and was told no plans to fix it, welcome to go online, (yea while driving to the airport) and said it was due to low fares? thats a joke, flight from burbank to SF rt $424. CUSTOMER SERVICE SUCKS AND THEY DO NOT CARE.

    Coop 6/22/11 4:39PM
  • Would not answer the call. "Call later."
    Same on SW Airline.

    txteacher 6/22/11 12:35PM
  • just called corporate office, was told 26 min hold time "not that bad", said no plans to improve, she could not help me with my situation, was told i had to call back again... was rude, very rude and short, obvioulsy she did not have 26 minutes to waste

    she said because of their low fares... 386 round trip from LA to SF, not cheap.

    CalNick 6/22/11 10:10AM
  • I've been on hold with Southwest Airlines now for 51 minutes. I need to add a baby to our itinary. Can't do this via the website! Any answers????

    Anonymous 6/21/11 9:21PM
  • I called SW over the weekend regarding a LUV voucher i was issued for being held on the runway for 3+ hrs. and after being on hold for 36 minutes, the chick couldn't help me. i was very polite because i know how frustrating it can be to deal with irate customers who had to wait but she was just as frustrated sounding as I felt. She said to call the customer relations number mon-fri but that it's usually really busy on mondays. ITS ALWAYS REALLY BUSY. SOUTHWEST HIRE MORE PEOPLE TO ANSWER YOUR PHONES!!!

    Anonymous 6/21/11 12:38PM
  • unable to get thru on phone number at any time

    loti 6/21/11 12:34PM
  • Call SW 4 times tonight. Was told that the waiting time was at least 20 minutes everytime. This is ridiculous. I'm canceling my flight.

    Anonymous 6/18/11 10:59PM
  • SOUTHWEST IS MY FAVORITE AIRLINES. ANOTHER REASON (BESIDES THE OBVIOUS) IS IN-FLIGHT INFO BY PILOTS. THEY ARE ALL GREAT! WHAT AN AIRLINE SHOULD BE.

    AUDREY 6/14/11 11:01AM
  • It's my third phone call to SW tonight. After being on hold for over 40 minutes, my home phone batteries dyed. Now calling from my cell and waiting on hold again for 46 minutes so far, and still no answer.... Never had to wait this long for SW customer service....

    Liana 6/14/11 2:05AM
  • It's my third phone call to SW tonight. After being on hold for over 40 minutes, my home phone batteries dyed. Now calling from my cell and waiting on hold again for 46 minutes so far, and still no answer.... Never had to wait this long for SW customer service....

    Liana 6/14/11 2:04AM
  • Just got through to a rep after 55 + minutes holding. I politely complained & was disconnected before I could change my flight. WHAT HAS HAPPENED TO SW AIRLINES? They were one of the last great American success stories. Now?.......

    Tim 6/13/11 9:18PM
  • WTF? On hold for over 50 minutes now just to make a air change(website said I had a glitch & had to call customer service #). SW used to be the best in the business. What happened. I'm utterly frustrated.

    Tim 6/13/11 9:10PM
  • horrible customewr service. gave up aftre waiting for my the forty mninutes to talk to someone. I live in Texas and have spent 30 years flying with SW. It was customer oriented and a simple straightforward airline. No longer. More than anything I am sad about the changes. I strongly recommend that people use Jet Blue. It is so much more friendly and, now, easier to use.

    traveler 6/13/11 8:01PM
  • How the ..... do you reach these people????
    they keep you on hold forever b4 you reach anyone.

    Anonymous 6/7/11 12:47AM
  • I did not find the Web site user friendly. They are asking so many different things on the same page...hotel?car?Ding?Special offers?Tour your destination? Then after filling out my info, I would get a prompt "OOPS" you left some info incomplete, so I would correct it. Unfortunately, each time I corrected a ticket reservation was generated. My credit card was charged 5 times for separate reservations. I had only made 2 reservations for my mother and I! Tell me how long it took me to get in touch with them again. 50 minutes one time but I had to hang up before my call was answered. 62 minutes the second time. I won't be using Southwest again.
    Kit

    Anonymous 6/3/11 12:12PM
  • 214 932 0333 is perpetually busy. If you have an unresolved complaint, consider submitting a complaint with the Better Business Bureau.

    http://www.bbb.org/dallas/business-reviews/airlines/southwest-airlines-company-in-dallas-tx-2352

    Bud 6/3/11 5:09AM
  • Worst service ever. Don't bother with the 914 number. Also was just told that for "A-List" members they have a number that people actually answer. Not to mention that the person on the 866 number didn't have a clue how to resolve my issue. Unreal - I thought only bad customer service was based in India; these clowns have raised it to a new level. Wanna get away - yes I do, from Southwest. Nice job pinheads.

    Anonymous 6/2/11 2:45PM
  • had a horrible experience with SW. don't plan of flying with them again. rude staff and supervisors.

    Anonymous 6/1/11 2:19AM
  • After having a personal tragedy occur, and having always flown Southwest, I was met with a rude southwest associate who informed me that I could not apply my air fair funds from previously unused tickets, or should I say two tickets which I purchased with my credit card, for my daughter whom I haven't seen in quite some time. The associate informed me that whatever I was told when I cancelled the flights was inaccurate. I was told at the time of cancellation that as long as I used them before their expiration date I could use those funds toward future flights for anyone I wanted what a crock! I am being robbed and there is nothing I can do about it. I am betrayed by what was the only airline I have ever used! Think twice before you spend your hard earned money to fly southwest. Becasue if you have something happen such as life does they will just take your money without taking into consideration you may not be made of money. There should be a law against robbery!

    kooolken 5/31/11 9:34PM
  • What happened to SW airlines? They used to have good customer service, now the lines r always busy or they don't answer!!

    Anonymous 5/31/11 5:46PM
  • I just had a flight cancelled from Omaha to Chicago after a 6 hour wait. Up until the last minute the SW gate person said that the plane had left St. L and was on the way . My guess is the crew timed out and SW knew all along the flight was going to be cancelled and did not say. Weather has been bad all day. Now it is 2 AM , no hotel voucher, no word as to what SW can do and all flights are booked for tomorrow. Not good business if they knew and did not say and let a whole plane of people out to dry.

    drewmearns 5/25/11 11:11PM
  • 1) This morning I Could not figure out how to get tickets using my rapid rewards
    2) Called customer service for help. Had to wait FOREVER all the while subjected to crappy commercial repeat message. Irritation level kept rising! What has happened to the customer service of the past that was so accessible and respectful that I changed nearly all my business and personal flights to SW and got a charge card to stack up points??? It used to be that IF you had to wait at all for a rep - the messages were interesting and full of humor - and the wait never longer that a minute. So who in the world is responsible for these awful changes??? Don't you realize this is a sure way to lose business???
    3)When I finally got thru to a rep this morning - I arranged for 2 round trip tickets for me and my husband.
    4) this evening I checked on-line to see what travel plans were listed - and saw only ONE 1-way ticket was confirmed!! Also received email confirming same.
    5) so I just got through the awful process of trying to get through to customer service again - again waiting forever - holding the phone away from my ear so I didn't have to listen to the crappy canned flat humorless commercial messaging over and over again - and FINALLY got a real live person.
    6) She was very pleasant and competent - she verified that yes indeed the tickets had been screwed up completely - and arranged the 2 round trip tickets again
    7) I just received confirmation so it looks ok - but what an ordeal
    8) This change from what used to be customer service of a higher quality than any of the other airlines - to what seems now to be as bad as the worst of them - is sooooo very disappointing. Its not the employees who answer the phones who are at fault - its management making lousy decisions and seeming to not have a clue as to what has drawn people to SW over the years. If your customer service continues to be this shabby you deserve to lose business. Please guys - get your stuff together will you???!! I don't want to change airlines - but I will if this kind of service continues - and so will others.
    Anna Jennings

    Anonymous 5/25/11 8:27PM
  • I qualified for A status, SW records verify this, but the agent couldn't explain why I didn't get the correct boarding pass number. Like others, after a 37 minute phone call, I was told to call 2149320333 where it is almost always busy, and when I finally did get through I sat on hold for quite a while again. I did feel better by the constant music interruptions telling me how much they valued me and I should stay on the line!!! I guess the longer I stayed on hold, the longer before anyone else could get through.
    I finally got a person who told me everything the other agents told me was wrong, and I wasted my money upgrading my card. What losers.

    arjay 5/24/11 9:56AM
  • We booked 3 tickets and canceled 1 a week later. we were told no refund but could use this ticket amount at anytime on anyone. now they decided to change this rule as we try to book a ticket. we were given a
    214-932-0333 that is allways busy. THERE IS NOT 1 BIT OF CUSTOMER SERVICE FOR SWA. I WILL NEVER FLY SWA AGAIN...

    Anonymous 5/23/11 7:54AM
  • Do not walk run away from Southwest Airlines. I would gladly pay additional $100 to fly any airline other than Southwest. Their customer service has gone to the trash at best nobody took any ownership with my booking problems and was blantly told call customer service because she could not resolve my problem. Stay away from Agent #51 Wendy out of the Phoneix reservation office absolutely no help and does not understand customer service. Run away!!!!

    dgannon 5/19/11 10:13PM
  • To be treated so unkindly, with not one ounce of empathy or compassion is still, after a week, a thought that brings me to tears. My 18 year old son who has Autism and I were denied our flight because he had an emotional meltdown PRIOR to even entering the Reno Airport. Had the Reno police, who openly admit have no clue as to how to work with the mentally disabled, had done as I asked, the situation would not have gotten so out of control. They exacerbated the situation which cause SWA to deny us our flights. I explained the situation to the customer service person and reassured her that once on the flight, he would not be a problem, as she was suggesting. She stated " he will get out of his seat, and what if he injures another passenger?" She COULD NOT hear me! I am him mom and know him and his behavior patterns better than any one else. THe flight, scheduled to leave at 6:10 pm was delayed for 35 minutes. My son, by this time, was sitting and calm as his medication was now working. We were STILL denied on the " what if" theory. How did we get from Reno to Boise? Rented a car for $300 and drove all night, arriving in Boise at 4:30 a.m. I am under employed and a full time student, raising a special son. I planned my trip to the penny. I am now $300 over budget. Money that was alloted for my son's therapy.
    I have always flown with SWA, as do all my kids. None of us will ever use them again. I have shared this info with national agencies who work with special needs kids, as well as posting this on my blog and blogs for families with special kids...WARNING...NO COMPASSION and descriminate against those they do not understand.
    SWA...1 in every 100 kids is diagnoses with Autism....FIGURE IT OUT !

    HolleLitz 5/15/11 7:45PM
  • There is no such thing as customer service at SW.

    No toll free number, long waits (who would stay on hold for 15 mins. When it' their dime?)

    What has happened to SouthWest airlines?
    I wish their CEO would try the customer service number.

    Jarhead 5/13/11 1:04PM
  • I have had the worst experience every with Southwest Airlines. I believe I was mis-lead and lied to regarding the usage of my credits. A Southwest agent made invalid offers to me did not inform me of any policies or process changes during the time of conversation, but rather the complete opposite. Southwest needs to make good out of this aweful situation in doing the right thing right.

    Anonymous 5/10/11 2:51PM
  • One of the worst service ever, I feel that low prices goes with poor customer service and un safe planes. in past 2 weeks SWA has been on the news twice. I lost my ticket because I didn't use it in same year. You get what you pay for. I think Herb would be out off hs mind if Only knew how customers are getting treated. If you want to call the customer service, there are only one phone number and you better get up first thing in the morning and keep diling 30 second before they open, and if you miss it, you will never get on, it wll always be busy. Go with US air they are same price.

    mdhakha 5/9/11 9:56PM
  • I HAVE USED SOUTHWEST AIRLINES FOR YEARS AND HAVE BEEN A RAPIDREWARDS MEMBER FOR ALL THAT TIME. THE SW REP. TOLD ME I COULD BUILD UP MY FLIGHTS WITHOUT A TIME LIMIT. I CALLED AND FOUND OUT NOT ONLY HAVE I LOST MY EARNED FLIGHTS ,BUT MY ORIGINAL ACCOUNT WAS CHANGED AND ALL THE FLIGHT CREDITS HAVE BEEN CANELLED. WHAT IS GOING ON. I AM NOT ONLY A UNHAPPY LOYAL CUSTOMER, BUT AN ANGERY ONE. PLEASE CORRECT THESE ERRORS.
    LOUIS BONO,CUSTOMER 650-654-3495

    LOUIS BONO 4/29/11 2:59PM
  • Not that anyone cares-I am cutting up my card and never using this Airline again. After 30 years!!!!!!!
    Booking 3 months in advance is not far enough out to go to a market they don't even fly nonstop to! Is Pittsburgh and Nashville so small they won't fly non-stop?
    OK-I figure I can live w/ that.
    Then I try and use my old rewards certs and guess what! After March (just last month-new rules), they are gone!
    So I try and use current ones-no luck-booked up!
    Go try and figure out the new Rewards (a misnomer-more like an aggravation program) program; forget about it. Couldn't be more complicated.
    You've successfully take a simple, efficient Airline and complicated it beyond belief.
    Good luck. Maybe someday I'll return if you smarten up and the other guys return to a dumber process like you have now.
    Until then, I can't believe AA and Delta are simpler and sometimes even cheaper!
    G

    gmw1216 4/26/11 1:53PM
  • I cannot believe that we had to sit in the airport and wait on a plane to come in for over 2hrs and Southwest could not get another plane locally. This is totally rediculous. They should refund me my hotel fee for one night since I won't get to Vegas before the next day. This is crazy I will not fly this airline anymore if I can help it. This is too stupid to even be upset.

    try24getme 4/21/11 10:35PM
  • Southwest Airlines let all the temp employees go after 1 week for their new Rapid Rewards program. SWA will do whatever it takes to make money and cut cost. Their 2 recent incidents with holes opening up on flights proves that. They were fined 7.5 million for FAA violations and more. SWA has also outsourced their maintenance to South America. Where Walmart meets Grayhound = Southwest Airlines.

    Dreambigb4ugo 4/19/11 12:06PM
  • SWA Rapid Rewards new program system switch has screwed up everything, no longer getting credits for my flights, getting tired of calling/emailing them, might have to switch to another airlines, don't have time to babysit my rewards points.

    Unhappy with SWA 4/12/11 4:57PM
  • No number available for Technical support - main Customer Service line backed up for over 40 minutes. (Tho reading the previous entries here, that's a cake walk!)

    Unable to log on to my account now for weeks. I never changed password, log on , etc. Attempts to change password appear to be processed, yet no email is ever sent. WTF?

    WEBSITE & CUSTOMER SERVICE COMPLETELY GONE BERSERK NOW FOR SOUTHWEST.COM??? what a shame. Sad, so sad.

    DogonBlue 4/7/11 9:10PM
  • I will boycott Southwest airlines from here on out. Having moved back from the states recently I was shocked to see the state of southwests awful customer service. Their online support is terrible and no one will pick up the phone or return calls.

    poolecj 4/5/11 1:06PM
  • three weeks ago I was on hold for hours and hours...days before finally reaching a customer service rep.

    I thought by now the problem would be fixed, but no, it is stillt he same....

    I am about to search the internet for other airlines for any future trips.

    anonymous

    disgruntled 4/4/11 12:21PM
  • Tried calling three days in a row for rapid reward customer service. no one comes on the line.

    j 4/4/11 11:26AM
  • What happened to the famous customer service, Southwest?

    My wife is stuck in Phoenix for hours and hours RIGHT NOW, because you failed to deliver an airplane. Your agents keep feeding her and other passengers a line of bull. You are rude and snippy, just like flying American Airlines or United. I might as well fly them in the future if you treat us like that. You delay announcements, but the long delay is on the website. You don't offer accommodations, particularly to those passengers who are in transit, who now have to buy dinner when they were expecting to be home for dinner.

    Now I have to CANCEL an early morning doctor's appointment because she's not getting in until the wee hours (MAYBE, if at ALL tonight), and miss part of work thereafter.

    TexanPatriot 4/3/11 6:47PM
  • On a March flight from Albany, NY to Orlando, Fl there were several passengers ina group who had been separated via the C boarding group who continually used loud, very foul language. One passenger in particular continually bothered the woman in front of him with loud vulgar language and insults. When we brought it to the attention of the flight attendants, we were told the two passengers were actually together as a couple and so there was nothing they could do about it. On a flight littered with many families on their way to Disney World, their lack of appropriate action was reprehensible! It finally took a passenger to get up and speak to the loudest offenders and tell them their language was offensive and to quiet down. They did for a bit and then the "F" word came out during landing, very loud and more than once! There was no action taken on the plane or at the gate in Orlando. I was on a Jet Blue flight where a similar situation occured befrore taxi and the pilot was alerted by the flight attendant. The captain made a call and the New York State troopers escorted the passenger and his companion from the flight. Granted here we were in air but something should have been done!
    I have written to customer service and am awaiting a response. It has been almost a month now.

    the toothfairy 4/3/11 5:07AM
  • Seriously, the staff at the check-in counter in New Orleans need some attitude adjustment. They're so rude!!! It seems like they're not happy to be at their jobs!

    Lisler 4/3/11 4:15AM
  • I'm curently on the phone line for 1hr 297min. I will never fly Southwest airline again ever in life. THEY SUCK. Not to mention they were flying a Freaking plane the other day with a Dam Sun Roof Top. DAM! Hanging the hell up!!!!!! 1hr 29min 22sec. THEY SUCK SUCK!!!!!!!!!!!

    Custermjeffjeff@yahoo.comer 4/2/11 11:33PM
  • called in to change a reservation because the website wouldn't let me. was told it would be a 51 minute to 1 hour wait. 1 hour and 45 minutes later I'm still listening to the new marketing blurb about the new great rewards program (which I hate). What has happened to Southwest......

    Anonymous 4/2/11 6:12PM
  • I tried to cancel my flight I bought online because I don't feel safe after the whole in the fusilage the other day. They were supposed to inspect this problem last year and it appears they didn't. They wanted me to wait 50 min. so I hung up. Angry and annoyed. Passengers should be refunded for tickets after the 300 planes have been grounded.

    Eden 4/2/11 5:52PM
  • This is bull. I have been on hold for 59 minutes and 42 seconds according to my phone call length. No answer. This should be illegal. AN HOUR HOLD TIME AT 6 IN THE MORNING! Outrageous that a company can get away with wasting my time like this and still have a good customer service rating. That definitely won't last if things stay like this.

    -At approximately 1 hr and 6 minutes someone picked up the phone and informed me that in order to help me with my customer service problem (Move a flight on to a rapid rewards account) I would have to call back on Monday. ARGGGGGGG!

    Schrodingerscat 4/2/11 4:08AM
  • I am pissed. I call today to renew an award that I had been told that could be reissued until 2/13/12. I was told with the new program as of March 1, it could not be renewed. This was my ticket and to take it away without prior notification is not fair. I do not know what to do to get this ticket. Any ideas. Rapid Rewards Account 31574546. Unhappy

    kwolff7@aol.com 4/1/11 8:55AM
  • Huge problem with Southwest. I was crying when I boarded the plane after finding out some really bad family news and Southwest took it upon themselves to blame my boyfriend [who happened to be consoling me at the time] for domestic violence. We were both escorted off of the flight and out of the airport. We are currently sleeping on the chairs in the airport seeing as we spent the last of our money on two Southwest tickets back from New Orleans, which costed us $680. Never got a refund, an apology or any human response from any of the personnel. I will never fly Southwest again and I strongly advise that they hire more human personnel, who could at the very least have the decency to hear a story before they automatically make false assumptions.

    Anonymous 3/28/11 11:57PM
  • I can't log in to the web site to get my boarding pass! This is unbelievable! I don't like what is going on! It's soooooo difficult to work with SWA right now! Fix this. I can't even get through to CS to get help! Wait time 45 minutes????????????

    Anonymous 3/28/11 12:51PM
  • I arrived at Midway Airport on Sun. March 20 at 8:15 our luggage did not make it. We were told to get in another line and talk to a customer service representative, Susan spoke to my husband she asked him his phone number and he was giving his cell, I said no to my husband give her the home phone because I was off work, then Susan proceeded to tell me that I was the boss and my husband is to step aside. She was lucky I did not take this up with her at that moment. I felt her words she used was totally wrong. She was rude!! I did receive a phone call today and did receive my luggage. The gentlemen who dropped off was very nice! Thank you Gale Brown

    Gale Brown 3/28/11 12:37PM
  • Southwest is not answering their customer service line nor are you able to log into your Rapid Rewards account. What is going on? If you call customer service, it tells you they are too busy and to call back later. There is no resemblance of customer service at the current time.

    Anonymous 3/28/11 11:01AM
  • Changing my email that Southwest originally had is impossible. The old email address was a government email and I have since retired and have my own email. I would like Southwest to use the new email. After calling for 3 days to have customer service tell me how to do this, I was finally sent an email caled Windows File Association. It is difficult to do so I will probably never be able to change my email address with Southwest. I am frustrated with this process. It seems like less and less customer help.
    Linda Wood

    Anonymous 3/28/11 9:10AM
  • I can't believe I have to wait 35 minutes to talk with someone at SWA for help with the new web site. Now I can't see the flights I book with the old rewards, if it's there, it's not clear on the web site. And the wait to talk with someone is unacceptable.

    Me 3/27/11 1:00PM
  • Mr. Gary Kelly
    CEO Southwest Airlines
    P.O. Box 36647
    Dallas, TX 75235

    Mr. Kelly,

    I’m certain you’re just as busy as I am, so I will tell you straight up how I feel about your new Rapid Rewards program. I hate it and I’m especially not happy about how you have taken away my previous Rapid Rewards certificates without giving me proper notice. I had 4 or 5 certificates in my account that had expired but I was always able to pay the $50.00 to have them reissued.

    Since 2000, I have been flying with your company and have been a Rapid Rewards member since November 2004. I have also been a member of the A list for several years. I have flown so often that I’ve acquired many certificates and was going to take my family on another vacation this year.

    I have been loyal to your airline and have flown exclusively with Southwest and have earned every one of those certificates. Those certificates were in my account. They were mine. Yet, when I finally got through to your Customer Service department after calling for 7 days, Alanna, rep, told me that all of my previous expired certificates were GONE and I can’t have them reissued. I was appalled when she told me about your new policy.

    Why wasn’t I contacted personally that my certificates were going away? No one called or sent me a personalized notification. If I had known that, I would have quickly used them for travel.

    I can understand revamping your Rapid Rewards program, but don’t take away what was in my account. In all of my previous conversations with your Rapid Rewards reps, they’ve always reassured me that my certificates would be intact and I can always have them reissued in the future. So when I heard about how Southwest was going to change their RR program, I was excited. Little did I know you would take my certificates out of my account and call that the new Rapid Rewards program.

    I’m a road warrior and I travel the Western United States, and if this is how you reward loyal customers like me, I will look for alternative travel plans. There are lots of choices out there for business travelers and I won’t hesitate to take advantage of them.

    If I don’t hear from you within the next 2 weeks regarding reinstating my certificates or making good on this, then I will take my business to your competitor. If you feel no remorse about taking what was mine, then I won’t feel any remorse about leaving Southwest in the dust.







    Dinah 3/26/11 1:20PM
  • Just to add to my comment below...

    You messed up for the last time Southwest.

    I just called Frontier Airlines, and from now on I am going with them.

    Anonymous 3/24/11 2:42PM
  • Customer Service rating keeps getting worse. Each year that goes by, I have yet another issue. They are certainly not taking any effort at all to try and resolve issues with the customers.

    This time around, had trouble with the website. Called them up and informed them what flight I wanted, but they nearly tripled the price for it. They told me that if I wanted the price offered, I would have to get it online. I told them that the website was giving me issues, and they told me that it is working fine, that it must be my computer. Didn't even attempt to try to get me my ticket at the advertised rate, just told me that it was too bad, try later.

    Anonymous 3/24/11 2:19PM
  • On March 8, 2011, I (Safar Dadashev) was booking a flight to Pittsburgh from Chicago on southwest.com. The website wasn’t working, because when I was trying to purchase a ticket a message in red showed up prompting to call customer service. I tried this for 3 times and then called customer service (over the phone) to book the flight. The flight was booked and the next day, I checked my credit card statement. My credit card was charged 4 times. (one of which was a valid charge and the other three) were booked incorrectly by southwest due to error messages on the internet.

    I immediately called customer service and was provided 3 claim numbers. They are:
    • XY5EQV – CLAIM 77454595
    • X4GED8 – CLAIM 77454604
    • XRGEQS – CLAIM 7754657

    After I explained the situation, to customer service agent: Renee (agent number 29) and Gwen (agent number 82), they told me that I have to call the Dallas number. Since March 9, 2011, I have been calling the Dallas number every day, multiple times a day, and the number is always busy. I feel that it is impossible to get in touch with anyone yet I am out of the money and no one can help me.

    My credit card was credited with partial refund and I am asking to refund the whole amount, each claim number (above) is supposed to be refunded for $359.40.

    My contact information is: 248.877.2558
    My name: Safar Dadashev.

    Please issue the full refund amount since the three tickets above were erroneously charged to my credit card on March 8, 2011.

    Please help me.

    Thank you.

    safar 3/24/11 10:28AM
  • Tried to Call Southwest. Every number listed gets a recording stating the number is no longer in service. What's up with that.

    Anonymous 3/24/11 1:04AM
  • Customer service....In the case of Southwest Airlines is a joke....I mean they are really the Richard Pryor or Chris Rock (for the younger generation).

    nmeaney 3/23/11 5:23PM
  • I have been so loyal since 1999 and I have had it. For weeks I have waited for long periods of times for help. On Sat I waited for 40 minutes only to be told that customer relations are the only ones who can help. I wasted an hour today redialing over and over. No holding option. It is time for customers to change options. I never even try to use other airlines. I have one reward left and that's it for me. I will change my credit card to cap one that allows more airlines. So very disappointed with SWA and feel like a dupe.

    anita 3/22/11 5:43PM
  • I am very upset this is a bad idea makking the customers wait so long, disconect, bussy hours of trying to get in.
    Revising the program so it removes trips.
    This is very reveling and i will sell my stock and look or another airlines.

    Mad at SWA 3/22/11 3:39PM
  • I have tried to reach customer service about the loss of my Rapid Rewards tickets with the implementaion of the new improved benefits program since March 2, 2011.

    Southwest Airlines has vast ideas implemented by half vast personnel.

    Hello Delta.

    Mouse 3/22/11 2:54PM
  • I have been trying for two days to contact the Customer Relations number. It is busy every time I call! Southwest...somethings changed....it's not a good one!

    dianec@durvet.com 3/22/11 6:31AM
  • 25-39 minute wait time to speak to someone - IS THAT A JOKE?!?!?!

    Anonymous 3/21/11 5:08PM
  • The great new program is totally disgusting. I have been very loyal, but now I will drive my car. The website is no longer user friendly and the points are just STUPID. All good things come to an end. The END for SW and customer satisfaction! TOOOOOOOOOOOOOOOOOOOOO bad for you as you will lose big time.

    nancy henrich 3/20/11 5:11PM
  • I haven't flown SWA in a very long time, however, I did make reservations recently... after reading all the problems listed on this site.... I must confess it is scary with all the problems listed. Hope and pray they get some of the glitches worked out before we fly. Won't do it again if we have similar situations as listed on this site.
    arghhhhhhhhhhhhhhhhhhhh

    bntclark4@aol.com 3/20/11 11:02AM
  • I booked a trip for our vacation on line from Seattle to Vegas. I printed out the conformation that they e mailed to me and put it in my briefcase and did not look at it until my wife asked me what time do we fly back to Seattle. When I looked at the confirmation page they had booked it backwards. I called the 1-800 helpless number and waited on hold for 45 minutes just to talk to someone. Once i spoke to a customer service rep she did not even say im sorry or had empathy she just told me that it was my fault and now I had to pay double the amount. I asked her if I lived in Seattle why would I book a trip from Vegas to Seattle. Her answer was that our internet site is perfect and never makes a mistake. I asked to speak to a supervisor or Manager and she told me, "no". I hung up and called back waited another 45 minutes and spoke to another agent. She felt bad for my situation but she told me that there was nothing I could do. I got mad and asked to cancel the reservation. She told me that I could not do that because it was booked on the internet. I asked her if it was my fault that somehow the system booked it backwards. She said it it your fault. This time I talked to a supervisor who just told me that the only thing they could do is charge me 60% more to make a change. I will never fly with Southwest Again. Thank you Southwest for running my vacation!!!!

    Tyson 3/20/11 8:32AM
  • The NEW Rapid Rewards program sucks! I just found out that the 7 tickets that i've earned and paid to have re-issued throughout the years can no longer be used unless I use them this week. What a crock! SWA must be in big $$$ trouble. Definitely time to dump the stock. I also called to complain and spent hours on hold only to be hung up on by the CSR because I asked how this new policy could be fair to loyal customers.

    zzrr 3/18/11 4:05PM
  • Southwest NO-customer service. Credit Cards
    I have called 53 times and always get the busy signal.
    The credit card "Free Flights" scam was a total fraud.
    I did get the "certificates" but there are NO seats on any flights for these certificates.
    You do not get points or credits, you get worthless certificates.

    WWG 3/16/11 5:04PM
  • Service totally sucks!!!!!!!!!!!!!!

    usair11 3/16/11 2:38PM
  • Someting really wron at SW - they are simply not answering the phone....

    Nemo 3/16/11 9:53AM
  • Spent 33 minutes yesterday to finally speak to someone in customer service and they told me I had to call the 214 number, so it is not toll free. Called that number and waited 15 minutes to speak to a very rude person. Basically they changed their policy on the 24 month reissue period to 12 months so I lost a ticket. I asked to speak to a manager the unhelpful person told me I could speak to a manager, but I wasn't getting my reward ticket back. She said a manager would call me back. Still waiting for that callback. TERRIBLE TERRIBLE Customer Service!!

    Anonymous 3/16/11 8:57AM
  • The new SWA rapid rewards system is a total ripoff of our old awards. I have/had 4 round trip awards available. I just tried to book a flight in July and all dates except 3 were listed as unavailable. Then when you click on one of the available dates you get the Oop's error message saying you must have screwed up! But the site will let me book any day if I pay for it or if I used the new points (which I don't have yet).

    anonamous 3/15/11 1:56PM
  • I have been calling a couple times a week trying to get my so called Rapid Rewards userid reset after they screwed up their website! Long waits and no one knows anything. They finally gave me a 214 number and it rings continiously busy. What a crappy way to treat customers. Sadly I am stuck with this POS airline for now.

    Anonymous 3/14/11 5:14PM
  • Tried several times to call SWA and no one is answering their phone. When they had the automated call back feature, I received a call back but it hung up on me! I have been waiting for almost 20 minutes and still waiting for someone to answer. I gave up earlier after being on hold for over 30 minutes. My goodness!

    Unhappy Customer 3/12/11 10:06PM
  • I use to think Southwest was great but...
    no one will answer the phone. Over four
    different tries and 30 minutes or more each
    time and no answer. Is this customer service?

    tom 3/11/11 12:23PM
  • Please someone answer my call!!!!! 35m and still holding. Heard the same tired ass elevator music over and over and over and over....

    Anonymous 3/10/11 8:29PM
  • I had two RR awards that were expired and one that was current. I log into the website to see all my awards, and I see two awards there listed as expired. Ok, so I renew both.

    But what happened to my current award? After a week of trying, I finally get to a call-center person. Who tells me that SW made a mistake and showed me the WRONG RR awards - I had renewed the CURRENT one, not the expired one !!

    Ok, so I ask them to credit back the $50 as its their mistake. Her answer is 'yes, its our problem, but I CANNOT CREDIT this'.

    WHAT??? THIS IS PLAIN ROBBERY. They are not willing to credit me for THEIR MISTAKE??

    john 3/10/11 1:25PM
  • waiting on hold for 45 minutes now. Want to book a flight. What is going on

    Anonymous 3/10/11 10:26AM
  • Their phone customer service is HOPELESS. I've been trying to call them for the past two days, and waiting for an hour. THIS IS UNACCEPTABLE for any business. Especially so for an airline that I used to love.

    Did they fire their customer service staff? If you can't afford it here, please outsource - atleast I'll get a prompt response even if its in a different accent.

    john 3/9/11 8:34PM
  • Currently their customer service department is being inundated with calls about the revised Southwest Rewards Program; therefore, it is creating very long waits on the phone. It took me about 30 minutes to talk to a live person. Southwest Airlines is experiencing technical problems during the transition. Supposedly their IT department will correct the problem by Thursday, March 10, 2011 but even the customer service representative shared that he does not believe it will happen.

    moredumbluck 3/9/11 8:12PM
  • Have tried calling Southwest customer service and their rapid rewards line just to cancel my flight and I CANT REACH ANYONE!!! Have waited on hold for over 30mins 3 different times and no one has answered...plus they got rid of their call back system which automatically would call you back...this is TERRIBLE Service...what happened to this airline?

    WTFsouthwest 3/9/11 12:49PM
  • What customer service...listening to the elevator music playing in my ear for over 30 minutes before finally hangning up! This BITES!!!!!!

    Anonymous 3/9/11 12:33PM
  • I am very disappointed with Southwest's new Rapid rewards system. I have flown enough flight this year to reach A-list status. However the new system tells me I need 9 more flights. Huh? I spent 90 minutes on hold last week to be told I needed 2 more flights. Flew 2 more flights, still listed wrong. Called RR customer service again. Now they can do nothing but refer me to a number that is constantly busy. I am now looking at other carriers. This is ridiculous.

    Anonymous 3/9/11 12:07PM
  • Keep trying, I just got through. I did not choose any options. I just stayed on the line. I received help from a wonderfully kind older woman who took care of my concern immediately. I tried for more than 2 hours yesterday and almost an hour this morning. Maybe I just got lucky.

    Anonymous 3/9/11 11:45AM
  • I also have been trying to contact them in every way possible. NOTHING works and they are just hiding the fact that there is a problem. You think they would give a estimated time or at least recognize they messed up big on this. I just wanted to change a flight for next week and the site and app keep giving me errors. Southwest WAS known for their great customer service...

    Anonymous 3/9/11 11:07AM
  • SWA Rapid rewards system update is a 10 day fiasco!! I have not been able to access my upcoming flights and have had to do there job to find any retrievable information on my account since the new download. I can't trust them to have my or my six employees business due to this screw-up.

    n2traveller 3/9/11 7:52AM
  • I tried all day to reach Southwest as I want to upgrade from bargain non-changeable ticket to senior fare. impossible!!! have they laid off all customer service reps?

    this is really frustrating and could cost me hundreds of dollars.

    hello there 3/8/11 10:00PM
  • new reward system is out of control cant get answers about if any of rapid rewards still works have a ton of flight vouchers cant even get a return trip home on new system what the heck is up with southwest was great now cant get any support

    Anonymous 3/8/11 8:49PM
  • Southwest Airlines has gone South- fast. This is my third hour of waiting for a customer service rep to get on the line.
    Never before has a wait been this long. It's frustrating...and a big waste of time.
    I think I will be more open to other carriers.

    Anonymous 3/8/11 6:45PM
  • Same problem! Tried calling yesterday 3 times busy signal!! Then today called and was waiting over 30 min! So I hung up. Come on SW!! You were always my favorite but this is unacceptable!

    shellbell 3/8/11 4:18PM
  • FOR 8 DAYS TRIED TO CONTACT SW CUSTOMER SERV -- NO ANSWER FOR ANY number called. called all day each day. betty mcmurtry 3/8/11

    cottonprof 3/8/11 3:12PM
  • Same prob here. 30 min wait then the system hangs up. Call RR and the the system calls me back but defaults into voice mail.

    Anonymous 3/8/11 10:59AM
  • what happened to swa reservations line? last night i waited 25 minutes, hung up, called again and picked the expedited option for reward members. hung up after 20 minutes!!!!! totally unacceptable. did they get rid of all their call center personnel to make up for the free luggage.

    Anonymous 3/8/11 9:27AM
  • might as well pile on. tried using their online system to book a rapid rewards for a roundtrip and was failing then it books one leg and gives me no details. tried calling and had waits up to 30 minutes and disconnects with nobody answering.

    Anonymous 3/8/11 9:08AM
  • You can't reach anybody at SWA since its 3/1/11 changes to Rapid Reward program.
    Customer Service, Rapid Rewards Reservations, Regular Reservations -- all unreachable. Complete breakdown in customer service. What went wrong with this airlines famous -- now rapidly becoming infamous -- customer service?

    austinfly 3/7/11 1:55PM
  • I am so frustrated with the busy signal! What is up, southwest?? I would use the website, but I have a voucher that I have to talk to a human being!

    Anonymous 3/7/11 1:00PM
  • What the heck is wrong with SW phone number - BUSY SIGNAL ALL THE TIME - THIS IS NOT GOOD - "HEY SOUTHWEST" GET YOUR HEAD OUT YOUR a__ AND FIX THIS ALREADY

    Anonymous 3/7/11 12:53PM
  • I've been trying to do something as simple as update my profile on the SW website and keep getting all kinds of error messages. I've tried calling 3 different numbers to speak to someone. 2 numbers give me a busy signal (even the reservation line) and the other just hangs up on me. What happens when I have a real problem and I need to speak to someone????

    Anonymous 3/7/11 12:26PM
  • RAPID REWARDS HAS GIVEN ME MORE WRONG AND DIFFERENT ANSWERS THAN SWA HAS PEANUTS. I THINK THEY ALL NEED A REST. THEY USED TO BE VERY KNOWLEDGEABLE ABOUT THEIR PRODUCT, BUT NO MORE. AFTER HOURS ON THE PHONE, I REALLY THINK I KNOW MORE ABOUT THE NEW RR RULES THAN THEIR EMPLOYEES. MAYBE THEY WEREN'T ORIENTED ON THE NEW PROGRAM. NOT A GOOD THING FOR CUSTOMER RELATIONS.

    TAN 3/6/11 12:32AM
  • Southwest has had pretty good customer service UNTIL this week. I call and the wait time is 40 minutes to an hour! And even after that I get cut off before those times are reached. I've tried mid week, end of week, middle of day, late at night (just now midnight ET Saturday). What the hell is going on? And their switch to points instead of segments in their Rapid Rewards program is all screwed up. I tried to make a RR reservation on line. It told me I needed 300 more points. I bought 2,000 points for $50 and it still said I didn't have enough points. This company has really gone to the dogs.

    Mark Friedman 3/5/11 10:08PM
  • I don't know what SW did to their customer service, but it is horrible. Whoever thought up this new "upgrade" ought to be fired, but as typical of SW, they will probably be promoted. SW is a joke. Goodbye SW. You used to be so great, now you are nothing but a has been.

    Not worth the effort to sign.

    Anonymous 3/4/11 11:41PM
  • I used to love southwest and now it it sucks. They are obviously having a problem with their new rapid rewards program. Can't buy tickets on-line, can get through via the phone. horrible!

    Anonymous 3/4/11 10:46PM
  • trying to book on line
    problem with site
    called for help 30 _45 minute wait stinks not what i am used to from SW

    why have a help line when u have a problem

    stephen jackman

    Anonymous 3/4/11 8:12PM
  • The new system stinks. It used to be so simple . Now I have 53 zillion points. What the heck does that mean?Is it enough for even one flight.
    Then I tried to book a rr flight on line. Disaster. Tried calling. Gave up after holding over an hour
    Now will be heading out to airport with no res, hoping to get on.
    I want my old reliable SW back. It wasn't broke, why did you think you had to fix it??

    Disappointed 3/4/11 5:20PM
  • whaaaat? SW does not answer the phones anymore???!

    Mad as heck 3/4/11 5:15PM
  • This is atrocious! I have been calling SW at 1-800-9792 for more than 2 days but can only get a busy signal! 2 days!!

    I don't feel too good about a system that removes the 2 free tickets I had accumulated. I tried to talk to SW but now discover that if I want any kind of answer from SW I have to pay (yes pay!!) a minimum of $18 (and a max of $48 if the question is urgent!!) . Otherwise, SW says, "Screw you!!"

    Mad as heck! 3/4/11 4:11PM
  • Customer service line for Rapid Rewards is always busy! Cannot access my rapid rewards account on line. What a disaster!! This is absolutely horrible!! What a terrible airline in terms of customer service!

    Pasteur 3/4/11 2:07PM
  • Was unable to log on to my account. Tried to get in touch with Southwest customer service but kept me waiting was kept waiting each time for more than 30 minutes without anyone coming on the line. Customer Service line is perpetually giving the busy tone. Public Relations line only transfers you to other lines that makes you wait again without anyone coming on the line. Still trying but no luck.

    Anonymous 3/4/11 12:24PM
  • I live in Houston. My Mother had a recent knee replacement surgery in Pittsburgh. I made flight reservations for a flight that left Houston at 0615 to Chicago then flight 60 CHI to PIT leaving at 0930. The flight to CHI was on time. the flight to PIT was delayed/cancelled. I am currently sitting at the CHI airport and will not get out until maybe 1 pm, if not the next flight is at 2:30 pm. I am suppose to be picking my Mother up at the hospital instead I am sitting at CHI airport because of SWA's issues. I WILL NEVER FLY SWA AGAIN !!!!!!!!!!!!!!!!!!!!!!

    Clair McLaughlin 3/4/11 9:01AM
  • I hate this new Southwest website and new reward program. I'll start looking for different airline now.

    Anonymous 3/4/11 8:46AM
  • There are a few references to employee behavior within these complaints. I, too, have seen flight attendants embarrass and humiliate customers, thinking they were being cute or funny. I find it unprofessional and completely overly-familiar. I think it's wise to try to gather flight attendant names to report these incidents.

    Demores 3/4/11 5:52AM
  • WTH?? My flight reward is gone! I've been trying to call RR number and after trying to sell you the credit card, I request a transfer to a customer rep and I get a busy signal.

    Now I'm on the 1-800 reservation line..65 minutes and waiting.

    DF 3/3/11 7:38PM
  • same.

    I tried many times during the day on Wed only to get a busy signal.

    Tried late evening, said approx 20 minutes wait time. I gave up after 40 minutes.

    No today is Thursday, still waiting.

    I'll try have book with another airline.

    Anonymous 3/3/11 6:25PM
  • DID NOT HEAR BACK ---IS THIS CUSTOMER SERVICE OR JUST LIKE THE PHONE --------NOBODY HOME????????????????

    R-R"138358673 3/3/11 6:02PM
  • OMG!! I've been on the phone for over an hour...No one answers the phone! This is frustrating! I'm trying to find out if a credit is expired, but I was not able to reach anyone. My last flight with SWA from SNA to Seattle was pleasant. I will fly again this June from SNA to OKC. I'm thinking of giving the business to another airline.

    NOT HAPPY 3/3/11 5:02PM
  • I can't book a free flight on SWA website because it states I have zero points, when in fact I have a free roundtrip voucher that's good until October 2011. When I trying telephone customer service, I get busy signals. I know the new Rapid Rewards system kicked in on March 1, but what's the hold up. You'd think that SWA would have figured out all the bugs, right? Instead it's causing a lot of headaches, and I was potentially going to book a roundtrip flight for 7 individuals from Ontario to Seattle. Alaska Airlines, even with their baggage fee is starting to sound better. WTF, SWA??? You guys are better than this!

    dodgerfan81 3/3/11 11:10AM
  • Finally, the people have spoken. I thought I was the only one spending the better part of my life trying to get through to a live person at SW. What a black eye on their whole brand. At the minimum they should have met this head on and acknowledged the issue in an email to RR members. This radio silence/failure to acknowledge the issue is exactly the wrong response. Time to vote with our feet....AA, I'm on my way!

    Anonymous 3/3/11 10:55AM
  • I really hope someone from Southwest Airlines reads this - your new system rolled out on March 1st has seriously disrupted the lives of your customers. I commute with Southwest every week. I just spent 30 minutes on hold trying to get some help with your new system - NO LUCK. I CANCELLED the 20 flights I had booked for my travel in March and went with Airtran. Please DO NOT purchase Airtran and RUIN that airline like you just ruined Southwest. This change was a grave mistake and you need to fix it YESTERDAY or risk loosing more LOYAL customers like myself who keep you in business...
    RUNIED COMMUTE

    RUNIED COMMUTE 3/3/11 9:52AM
  • Is something seriously wrong? I have been trying for 2 days, finally got through and have been on hold for over 60 minutes! Is there any other way to get through? Customer service is also busy.

    Frustrated 3/3/11 9:33AM
  • Hold time at customer service number 16-25 minutes. Busy signal on main reservations number for over 24 hours. This is unacceptable. Southwest needs to make a serious improvement or I will be taking my business elsewhere!!!!

    Anonymous 3/3/11 8:45AM
  • Horrible customer service. Impossible to get through. Can't they add service reps? Have been trying since yesterday to get through -- today the automated system says the wait will be between 1 hr. 8 minutes and 1 hr. 18 minutes. Do they really expect that anyone has that kind of time?

    Denise 3/3/11 6:24AM
  • I've been trying to call or use their website since last night. Nothing's working!
    Also, be careful if you try to book with an award. I did and the system ate one of my awards. Found it under reissue category. Who knows how long it will take to straighten this problem out!

    christina 3/2/11 2:57PM
  • Southwest's phones are ringing as a busy tone today. They must have gone in the tank with the changes in their website and Rapid Rewards program...

    jnm 3/2/11 2:21PM
  • WTH? I have been trying for 2 hours now to get through on their 1-800 number and get nothing but a busy tone.......no recording, nothing. GREAT CUSTOMER SERVICE! I will take my business else where.

    unhappy 3/2/11 8:26AM
  • SWA's customer support has deteriorated to the point that it has become an illusion of support. They talk a good game about offering support, but they do a awful job of providing support. The most recent examples: I recently moved to a rural area. I wanted to update my account information which includes my billing address. The software doesn't accept P.O. Box numbers. Well...that is my billing address with American Express. There is NO way for me to get help to solve this problem. When I tried to call, a robotron said there would be a 37 to a 62 minute wait. I can't wait that long. That is not customer service as I understand it.

    docjohn007 3/2/11 8:14AM
  • Current hold time is between 9 and 14 minutes. Thanks!

    Impatient 2/25/11 1:05PM
  • I had the worst day of my life yesterday on Southwest airlines. The flight out of Seattle was delayed from 11:10 to 4:20, then changed to 1:35, then 2:35, then 2:55 when it finally departed. We arrived in Las Vegas about 5PM where we were suppose to continue on to Ontario, CA on the same plane. Then we were told to go quickly to the other side of the airport where a plane was waiting for us to get there. We got to the gate & were told no plane was waiting for us & no plane was going to Ontario from that gate, but they would give all 10 of us a ticket for 9:20 oh & maybe there would be room on a flight at another gate down where we just came from. We are told that the 6pm flight was full, but maybe there would be some no shows. I was a "lucky" passenger, I got on that flight, but many of my fellow passengers didn't. They did not offer any food vouchers for those who had to wait until after nine. I contacted Customer Relations & told them my story. They are sending me a voucher for half of my fare toward another flight. Why would I want to put myself through that again?

    Anonymous 2/23/11 3:11PM
  • Lost luggage with brand new stuff in it with tags and extras. Total was $1145, sending me a check for $790, guess they need that extra 30% to keep going. Never fly anyother airlines but looking into it now. My luggage, 2 pieces was lost, even though I saw it come off plane in Indianapolis but never made it to Chcago. And that little mistake costs this consumer $355 dollars (plus my airfare). How cheap is that. I put this posting on Facebook and here, soon to follow any other website I can. Southwest, I know you don't care but I am a little person fighting the uphill battle against big corporation. Best to tell everybody you know and then some. Thinking about putting a banner on my car and driving around Chicago with it. SOUTHWEST DOES NOT REIMBURSE YOU FOR ALL YOU "LOST" LUGGAGE. DOES NOT CARE ABOUT THE PEOPLE WHO KEEP THE AIRLINES GOING..........

    glenda1993 2/21/11 5:07PM
  • what a total joke i booked a ticket in dec and got robbed in feb what a joke i will be contacting the bbb!!! ya i understand i didnt check my ticket however when you call and get told you are going to be charged a certain amount and then get charged twice that amount that is not right. you attempt to get your money returned and they just tell you sorry its not on us

    Anonymous 2/16/11 6:00PM
  • I flew Southwest on January 18th 2011 from Las Vegas, NV to Birmingham, AL on flight #819. I encountered an incredibly rude stewardess on this flight. I have done all my research and I have never read or heard that you are not allowed to bring alcohol abroad a flight. I stored two mini bottles of vodka (under the 3oz limit) in my 1 quart size bag. After drinking one of the bottles the stewardess was walking around to collect trash and when she took my bottle she looked at me and asked if I had consummed the alcohol on the plane. I replied yes I did and asked if there was anything wrong. She replied that I was completely wrong to have done this and that it was highly illegal to bring alcohol on the plane and consume it. I explained to her that security checked my bags and even pulled the minis out approving them and sending me on my way. She said if they had known I was going to drink them that they would have confiscated them from me. She then told me that she better not catch me doing it again and walked off. I watched her walk to the front of the plane talking with passengers as well as other flight attendants motioning to me. While she was gone I reread the rules in the skyway flight manual and it again did not mention anything of this nature being illegal. It even goes so far as to say that anything puchased in the duty free shops ( alcohol included) can me brought onto the plane. About ten minutes went by and the same stewardess returned to my seat and said(very loudly) "I just want you to know that if I had known that you had brought those on the plane to consume I would have had security personally escort you off the flight." I mentioned that it said nothing in the flight manual about the alcohol and she said it was to be understood that it was wrong to do this and then she walked away. After the flight was over she was standing about 4 rows from the front telling everyone to have a good night and drive safe. When I approached she attempted to provok me into causing a scene and said "mmmmmmhmmmmm" very loadly in my ear and then pointed me out to several other flight attendants as I walked past. I know this because my boyfriend was behind me and saw her do this. I would like for Southwest to know how extremely embarrassed and outraged I am about having been treated like a child by one of your employees. I am doing my best to attempt to prevent this sort of incident from happening to someone else. Southwest needs to pay some serious attention to this womans costomer service and knowledge of the rules and regulations on a Southwest flight. I would have asked for the stewardesses name but i was afaid that she would cause another scene on the flight.

    hawkeli446 1/19/11 7:38PM
  • This is in regard to an unreasonable stewardess on Southwest flight 2823 to LAX from Chicago on January 18th, 2011. Myra was the name on her name tag. I wrote her name down because I wanted to tell Southwest, but I could not find a way to communicate the incident through the Southwest Airlines website. The flight attendant threatened to throw some poor lady off the plane because she couldn't put her luggage in the overhead bin fast enough. Stewardess, Myra, over-reacted when the lady said, "Don't you think you're over reacting?" She blocked the lady from her seat by stepping toward her in a strange way, put her forearm in front of her and said, "If I feel threatened I will have you put off this flight! So! Do you have something to say?!" The lady said nothing. The stewardess, Myra, yelled something else, then "What's it going to be? What do you want to do?!" The lady said don't touch me and that she wanted to sit down. She embarrassed that poor woman and would not help her by moving one piece of luggage to the side. I know because it all happened right beside me and above my head. I'm glad I wasn't that passenger. Something should be done.

    Watch out for Myra who spoke about being from San Antonio.

    Anonymous 1/18/11 7:55PM
  • I flew SW from Portland Oregon to Las Vegas NV 1.6.11. The flight attendants were fair not overly happy to serve. Almost like they just don't like their jobs. When I arrived, my favorite piece of luggage was missing. When I discovered it in damage control, it is as if they took it by the sturdy handle on top and bashed it 25 times against a wall. Un recognizable. So sad... it has never seen such abuse. My belongings were demolished and my very expensive flat iron was missing. The employees working in loss prevention were so negative. I will probably not ever fly SW again. It would be worth a few extra bucks to be treated human.

    Anonymous 1/15/11 1:14PM
  • when I landed in Clevland two pieces of my luggage were missing, when I finally got it the next day I noticed one wheel was missing, this was a brand new suitecase, then the zipper was broken and ripped off, my hair blowdryer was broke, and my daughters sliipers were missing. On my way back when I got to Houston, my new suitecase that I had to buy to replace the one Southwest broke it had two busted wheels, thanks again southwest, then trying to report it in Clevland they kept telling me to call Houston, Houston wes telling me to call Clevland, pass the buck, When I told Houston about the experience all she said was its not our problem, we are not responsible, so its ok for the employees to go thru the luggage, steal and break both suitecases.

    Anonymous 1/6/11 3:31PM
  • not only do they allow you to buy online but they won`t refund your funds.they billed me twice,they would only refund one of them. I wanted to cancel the trip all together.we were going to fly to Vegas from Portland or and back.now they want to give us a voucher.this is piss poor customer service!!!!

    gregp61 12/30/10 2:50PM
  • daughter's flight delayed 13 hours, due to: mechanical problems, no pilot, pilot they got had too many hours logged, they didn't feel the tank up w/ enough gas (once they were already on the tarmac, they announced that and had to go back). They announced about every hour that they would be leaving the next hour, continued all through the night for 13 hours...only thing given was peanuts!

    elleleegreen 12/18/10 5:42PM
  • My daughter had a flight out of Indianapolis,Indiana airport,going to Seattle,Washington.The flight was suppose to leave Indy at 7:05.Well the flight was late due to mechanical problems.Ok we understand that,things do happen.Then she goes to Denver,Colorado airport.And her flight to Seattle doesn't leave until 8:30 the next morning.She is very scared and all alone in this airport,and hungry.So they give her a food voucher,She cannot use it because nothing in this airport is open.We will never recommend Southwest.My daughter's first flight was miserable.

    Anonymous 10/25/10 11:55PM
  • They overbook and then tell you if you pay another $200.00 above ticket price they will guarantee you a spot. Someone is doing a business on the side here. Oh, and they want it in cash.

    courtney 9/27/10 12:54PM
  • So rude, don't try to help... just stick to "protocol". Heaven forbid we think outside of the box. "Customer Relations" I dont think so!

    really??? 9/27/10 11:02AM
  • I had an horrible experience with Southwest and will never use their services again. The lost and stole my baggage. They sent sent me through a long process to deny the claim. Southwest is a joke and cant be trust. I am planning on tell all the news and better business bureau. This company cannot be trusted. Jerica Wesley

    jwesley 9/3/10 9:00AM
  • Had returned from Buffalo,N.Y. to Tampa on your airlines. Got into Tampa around 7 o' clock. When unpacking, I saw 3 boxes of cookies,I had purchsed & 1 box had been opened & not sealed as it was. Ther were crumbs all over. I know it had been opened as I had twisties on my zippers. And no tag stating it had been checked & opened. I love flying Southwest. But you need to know about this . My suitcase did get some grese spots. Please be aware of this. Thank you. Not happy about the matter.

    cyszyn 7/15/10 12:39PM
  • Have been trying to get an answer regarding multiple authorizations to credit card billing. Regular customer service is powerless to resolve issue. Customer relations number is perpetually busy. Southwest provides no other options.

    deegee823 6/21/10 1:53PM
  • I had to cancel my daughters flight and later rebook a different day. I used their automated booking, clicked on the link that would allow me to use the previous "credit" filled in information and next thing you know my card was charged again! I called, finally got thru, and felt like i was being talked down to when i tried to explain THEIR system messed up. Finally got an agreement from them to reimburse the first amount. 7-10 days as usual. Been two weeks and still waiting!

    Jeff 6/16/10 9:43AM
  • I love flying with southwest but getting in contact with them is impossible i been on hold for an hour come on...but other thasn that i love em they are kind and considerate!!!

    babygirl 6/15/10 9:10AM
  • My family and I recently flew flt 1099 from Las Vegas to Lubbock on Tuesday, June 1, 2010. The flight attendant working the front with long dark hair and wearing a blue sports coat was horrible. She was more concerned with going through her personal purse and heating her lunch on the coffee maker than attending the rest of us. She was extremely arrogant and seemed to be bothered by we customers. I am a frequent flyer and have never experienced this type of treatment. Hope she is talked to>>

    Disappointed 6/2/10 2:32PM
  • Twice in April, booked first AM flights to ABQ from Phoenix, only to have the first and second flights consolidated into one, and arrive an hour late. Both times blamed mechanical, but clearly just filling one plane. I really miss the days when SWA actually stuck to schedule, that I paid for.

    Anonymous 5/27/10 7:43AM
  • Horrible trip from Las Vegas to Norfolk, Va o may 21 2020. Sat on runway for over 1 hour with no explanation what so ever. It may have been a medical problem. A fellow at the front of the plane looked ill when we boarded, issue was not addressed for over a half hour when ? paramedics arrived. The man was taken from air craft in a wheelchair only to be brought back in 15 minutes with more discussion at the front of the plane. We were told that we were waiting for a transfer passenger. Lies...People were edgy and it ended a wonderful vacation on a horrible note. One person should not have been allowed to disrupt a whole plane full of passengers. If he needed medical attention, he should have been removed immediately and gotten the attention he needed and gotten a later flight. Is there no procedure set up for a situation such as this?

    Anonymous 5/22/10 11:59AM
  • TERRIBLE experience. Their customer service was a joke. I flew alone across the US with three young kids and a babysitter, and the flight attendants made no effort to get us together. My oldest daughter had to sit alone on the flight, and it was very upsetting to her. I may never fly Southwest again because of this experience. The response from the customer service department was simply,"sorry, but that's the way it works with Southwest."

    NZVT 5/21/10 9:10PM
  • Southwest, horrible experience.
    firstly why cant they have seating arrangements. PEOPLE TRAVEL WITH KIDS. only familes with 4yr n younger are called in first to board the flight. Then if the family fall in C or even B section, you have no idea if you will even get a chance to sit next to your child and your child could be sitting with someone and who knows what could be in those peoples mind. We bought a whole package through Southwest. Confirmed seats, hotel and passes. A family of 4 traveling together coming from this wonderful vacation from florida 13 yr old n 8 yr old. We come to chicago and they HAVE OVERBOOKED THEIR FLIGHT, so they tell us only 3 can fly . told them we would like to be together and the guy at the counter goes , if you stay we cannot compensate for all n there is no guarntee. We are so upset my 8 yr old starts crying, and at the last moment the 3 of us get in the plane and now OF COURSE THE EMPTY SEATS ARE SCATTERED. My 13 yr old was fine but my younger was crying , asked the airhostess if she could announce if anyone would let me sit next to my kid. Downright she was rude and said everyone was traveling with family. my husband finally got home the next day going to from chicago to denver to Boston. WHY DO AIRLINES DO THIS. WE ALL PAY FOR THE TICKETS. THEY OVERBOOKED AND SPILT FAMILY TRAVELING TOGETHER. I UNDERSTAND YOU WANT TO OVERBOOK INCASE PEOPLE DONT SHOW UP BUT YOU HAVE NO RIGHT TO SPLIT FAMILIES TRAVELING TOGETHER. I tried the whole day to call the head office in the number that was given to me, but it was always engaged. You know you guys ruined our trip. would have been perfect if we could have come home together. THE GUY AT THE COUNTER GAVE ONLY MONEY TO MY HUSBAND AND WHAT ABOUT THE FREE TICKET????

    ANK12 4/26/10 5:22PM
  • I flew s/w on 4-16-10 and their booking

    agents wre extremely RUDE. My carry on was
    2 pounds over weight which cost me $50.00
    It was really POOR!! Won't fly again

    Anonymous 4/18/10 4:29PM
  • We just returned from a recent trip to CA, flying on Southwest for the first time. Never again will we fly Southwest. In our many years of travelnever have we had such rude, unfriendly, unprofessional, inappropriate customer service as with this airline. We paid $500 a ticket for our roundtrip flights from MKE to California, so for $2000 we expected a lot better service. I've read comments where people fly Southwest because it is cheap. It certainly was not cheap for us. In fact, this has been the most we have ever paid for flights. Besides this, they lost a brand new piece of luggage at LAX. Not only did Karla not apologize for the inconvenience, but she was extremely rude, unfriendly, and unhelpful, along with the other women in the office. After about 1 hour they finally found our luggage, only to make us wait without trying to even correct the situation. It was totally damaged as the whole top was cut off, including some of the belongings damaged. Finally after my husband and I were so frustrated, they offered us a cheap, no brand, smaller suitcase. We told them we could not fit all our belongings into it. Then one of the lady workers told me I should just be thankful they found our bag. Finally after more verbal abuse, they finally offered us a cheap suitcase comparable in size. When we finally got to leave after about a 2 hour ordeal, Karla and her lady co-workers were laughing their heads off and talking about us. A security guard was called in, but I think he felt so bad for us that he never said a word to us, only helped my husband empty our bag and pack the new one. Then to make matters worse, on the return flight in San Diego, I asked Victoria, a younger worker in the airport to explain the A,B,C policy. She was so rude and kept interrupting me, and would not let me get a word in edgewise. As soon as I returned home I called the Customer Relations Dept in Dallas, only to get similar treatment. Of course it was a long distance call as they offer no toll free number for their customers, which was no surprise to me. Finally after waiting about 45 minutes, the lady who answered told me all we can do it write a formal complaint. She apologized on their behalf, very unsympathetically, only after I felt I had to beg for an apology. Never once did she offer any type of reimbursement, etc. I would not have had any problem accepting lost/damaged baggage,delays, even paying outrageous fees, but what bothered us more than anything was how unprofessional, rude, unfriendly, and unhelpful they were. If you read Southwest's mission statement, these workers did not live up to its mission. If I were the CEO or top dogs of Southwest I would be very concerned with how some employees are representing their company. Never have we been treated so poorly from a major company, especially with no resolution. NEVER will we fly Southwest again. We will pay top price (although I did for this flight anyways) to any airline just to avoid Southwest Airlines. I can only pray that no one else ever has to endure what we had to.

    very disappointed 4/14/10 12:35PM
  • Group sales, check in, boarding, customer relations,overbooked flight made my entire experience with 18 high school students dreadful. I will not consider using Southwest again for any kind of travel experience.

    Anonymous 4/2/10 7:50PM
  • This has been the WORST experience I have had to go through and it's still not resolved. I'm on a limited budget that travel is something that is needed to be planned for well in advance, so you can see when I had to fly from Austin to San Fransico to see my Dying brother who had only days to live, I had to rely on a family friend to help out to get there. The flight there was Great! But when I went online to purchase my return ticket through an error on southwest I was double booked and double charged. I notified the airlines and was given a refund for the error just to have on the next day to be double charged again. when I contacted the airlines again to explain what had happened I was told by customor service rep #79 I had to wait 7 days then to recieve my money back I then explained I was in the military and I needed the funds to repurchase my ticket and that through no error on my part was now un ble to access $468.40 of my own money much less pay for the return trip I was told to contact their customer service # 214=792-4223 after several attempts and countless wasted cell phone minutes I still am sitting tring to get through to a real person but with little success.JUST A BUSY SIGNAL. I'm OUT RAGED that this airlines has put me in such a hardship....IF your thinking of fling this airline I would recommend you re-look at your options..

    Anonymous 3/18/10 2:12PM
  • Tried you call back service --said 4- 7 minutes and never got a call back Had to make the call again and get back in line Great idea but it does NOT work

    Anonymous 1/27/10 4:30PM
  • My friend and I fly SWA to and from Washington DC recently. On both flights, the fasten seatbelts signs were on the entire flight and the attendants refused to allow anyone to use the restrooms. Obviously no drink services were offered. The flights, both of them, were some of the smoothest I've ever had. What a sneaky, cheap way to cut costs! I think everyone that flies has heard the story of AA saving thousands of dollars by cutting just one olive from the martinis in first class. Well, SWA, you've topped that, and I hear from other passengers that this has become a routine event. Shame on you for making people suffer just to save a few dollars.

    IFlialot 11/1/09 12:08PM
  • After her routine demonstration about the use of the yellow emergency oxygen mask, the very rude flight attendant walked down the aisle, stood by my seat, and proceeded to interrupt my conversation with my child by shoving the face mask in front of my face and lecturing me about its correct use.

    It gets worse---

    As I was leaving the plane, cleaning up the area around my seat before exiting, another flight attendant shouted, "Come on, Grandma!" When I shook my head, she laughed and shouted, "Grandma, Mom, whatever!" I remarked, "I am Mother, thank you."

    Both incidents were extremely humiliating. What a way to end an otherwise fabulous family vacation.

    To add to the "fun," our family of five must often sit in the very last row, near the foul-smelling restrooms, in order to sit together. What happened to the "families with small children board early" policy? Southwest airlines, please clean up your act, or risk losing valuable business.

    Finally, why do I have to make a toll call to talk to a customer service agent and express my chagrin at these incidents?!!! Don't you care enough about your customers to offer a toll free number for our comments?

    ZAEU 8/12/09 10:27AM
  • On a recent flight from Las Vegas, I believe it was flight 2190 that left Las Vegas on 5-23-09 at 12:10pm and arrived in Baltimore around 8:00pm I had a very bad experience with a flight attendant. The name of the male attendant was Greg. Well after in flight I had to use the restroom and was refused access to the restroom. I understand that the seat belt light was on due to minor turbulance however on past flight when it was necessary to urs the facilities I would have been told that they (the attendant) are required to remind people that the light is on and have NEVER been stopped and turned around. I attempted to tell Greg that due to medications that I am on sometimes I can not wait and must use the rest room. Greg said that I was not allowed to talk to him near the rest room and must return to my seet imediately. Later after Greg passed my seat to hand out snacks I went to the rest room only to be scolded like a child and embarrassed in front of other passengers. later Greg stopped by my seat and interrupted a conversation that I was having with my wife only to insist on telling me how very important his job is. I told Greg that I was talking to my wife however he insisted on continueing on lecturing me again in front of other passengers. I reported this to the pilot at the end of the flight. I have never been so embarrassed on a flight with any other airline nor have I ever had an attendant so rude and egotistical.

    Anonymous 5/26/09 12:15PM
  • I flew to Las Vegas from dallas Love field southwest airlines. I received the most evil discriminating customer service ever. My mother and I arrived at the las vegas Mccarran airport August 14, 2008 3 hours before our plane was to leave. We checked in our baggaged and received our boarding passes. The represesentative gave us boarding pass # B55 and B56. turns out we were the last one to board the plane and one of the first customers to arrive for our flight. I feel this was a totally discriminating incident because of our race. I will be taking this to the EEOC.----
    Lisa

    Mad as Hell! 8/19/08 7:00PM
  • Submit your comment >>
  • I fly SWA whenever I am able. I have had nothing but positive experiences with them. Price, customer service, web site and convenience are why I fly SWA.

    Marcia 4/26/12 7:25AM
  • ON April 14 I was on flight 829 from Denver,Co to El Paso, Tx with a stop in Alb, NM. The Winds were real bad and while landing at Alb, NM the winds were 45mph and El Paso, Tx the winds were 50mph.
    I just wanted to compliment the pilot and co pilot for the best landings and take offs I have ever had during high winds, they are exceptionally trained and experienced. This was the first time that I had flown with SouthWest and will be a steady customer with Southwest when ever possible. Thank You SouthWest

    Anonymous 4/19/12 5:31PM
  • Today I was in contact with four Southwest employees. Please compliment each of them for their friendly attitude and their professional conduct and competence. Please also thank them for me. Supervisor Lonnie and I agreed that the final solution was fair to Southwest and us as customers.
    Karen in Houston # 57..Brittany in Phoenix # 00..Peggy in Houston # 93
    Lonnie, Supervisor in Customer Relations-98275
    Richard Wilbur

    Anonymous 4/2/12 1:51PM
  • I fly all the time with all airlines. It's always a nice experience on Southwest Airlines. The flight attendants try to keep things upbeat and happy.

    I was reading some of the so-called negative responses. Most of these people must not travel much. 1) Almost all planes are tight walking down the aisle. 2) I love the way SW lines up for boarding. Just get your check-in done early and get an 'A' boarding pass. 3) If you are traveling with someone else, you CAN board together. 4) Lighten up about the prices and refunds people! Try getting refunds from ANY airline and you'll get the same old story...(unless of course you buy the ticket that is changeable and fully refundable.)

    Anyhow...Southwest airlines is always a pleasure to fly with. Keep up the good work!

    dupntrcg 3/3/12 6:13AM
  • My name is George Jannusch and I traveled from Sea-Tac in Seattle on Fri Feb 17th on flight # 1070 to Sacramento Calif and return to Seattle on Feb 22nd on flight # 1164. I am a disabled Vet that fly's very seldom and I wanted to let everyone who workes for Southwest air that I was treated like a KING in every aspect of the flight to and from my destinations. Thank you very much for treating this disabled Vet the way you did. From my first getting in touch with you until the end of my vacation. You are all to be commended for you service and for making an old man feel like a regular person. My hats off to you all and I will always fly with Southwest air. God Bless you all for making my flight a wonderful experiance.
    Sincerely
    George Jannusch
    14108 75th ave ne
    Kirkland, WA 98034

    Anonymous 2/23/12 10:44PM
  • Justexperienced excellent customer service, how refershing. KUDO's

    Anonymous 2/11/12 9:45AM
  • I usually am happy with SWA, but the last two times I flew with them, my luggage had a spinner wheel broken off. It makes me think the commonality of it is I flew into Oakland and had a heavy bag. Do the reps yank off a wheel or drop it hard on one forcing it to pop off and then just toss it away?

    The first time it happened I didn't notice till I got home and got a run around to find the proper office to speak with and was told you must report the damage w/i something like 30 minutes. I don't recall all the rules to even know if a wheel was a covered item and forgot the rule the 2nd time we flew. Now I have two broken new bags.

    Seems the lesson is use all the ck'd bags you're allowed and don't make any too heavy.

    Guest 1/15/12 8:04PM
  • Your Rep. (Gwen) in Chicago was most helpful in a positive, knowledgeable and efficient manner helping me coordinate a flight with other pals. She was patient and pleasant during the process. It was most appreciated by this customer.

    Ginzophx@mac.com 1/9/12 1:12PM
  • I just got off the phone with Ellen at customer service. Ellen, thank you for the quick and courteous service that you provided. I called from Afghanistan to correct a ticket I bought on line so my kids can come back and see me upon my return. She was very polite, supportive of the US Marine Corps and other services, and mostly quick. You can never tell how long you may have an open phone line before getting cut off. Thank you Ellen and the SouthWest staff for the support and courteous service. Merry Christmas, God Bless, and Semper Fidelis.

    Task Force Earl 12/17/11 9:26PM
  • I was very sad when the flight was overbook on the ft 1699 from Baltimore to Ft Myers.The girl on the service desk was on training and her trainer was very polite. I must amit, the reward I received from Southwest because, I was bumped was surprising. No airline has given me that reward before. Thanks Southwest and the employees that were patience and very very helpful. ANG, Fort Myers

    Anonymous 11/30/11 10:22PM
  • I just had the best customer service from Bill regarding my sons military discount airfare. He was so accomodating and kind. I will certainly continue to support Southwest. Thankyou Bill. As a mother, it means alot to see my son home for the holidays. Rose

    Anonymous 11/24/11 1:55PM
  • I RETURNED ON A FLIGHT FROM LAS VEGAS TO CHICAGO MIDWAY ON OCT 15 2011 FLIGHT 1243
    THE STEWARD WAS A YOUNG BLONDE I WANT TO COMPLIMENT HIM HE WAS THE BEST STEWARD WE HAVE HAD ON A FLIGHT VERY
    FUNNY AND VERY ACCOMIDATING I WISH I WOULD HAVE GOTTEN HIS NAME

    sooz148 10/18/11 6:19AM
  • On Oct. 10th, our plane from Phoenix,had an unexpected change in planes in San Diego. The group of 10 that were going on to Oakland were told we were to be put on another plane for Oakland. However that flight was already over booked. That put us on a flight at 1815 hours. There was one man who was very irritated with this change. the gate crew on gate 9/10 (Simon, Maribell, & Kelly)between 1530 & 1815 hrs were extremely courteous and helpful. They handled themselves very professionally. They are a credit to Southwest Air.

    pbw 10/11/11 8:47AM
  • Thank you Southwest for making a stand for decency in not allowing the use of inappropriate language and behavior aboard our flight. This had nothing to do with discrimination. Just poor judgement on the ejected passengers part

    Average American 9/29/11 9:22AM
  • Wonderful airline to fly with. Courtesy was superior to any airline I have flown with. Two bags were checked and they arrived in perfect shape. Refreshment was free (pay for alcohol). Flights were on time and smooth landing. Had excellent service at the check in counter and at the gate.

    Anonymous 8/26/11 7:31AM
  • We scheduled a trip with Alaska airlines and then SW, we scheduled the SW departure too close to the Alska arrival and missed our SW plane. The SW attendant was very pleasant and made every attempt to get us home. We had to go on standby but they suceeded in getting us on a plane. Every airport we landed to connect from Oregon to Florida had very helpful attendants. We got home just 2 hours late and we got our luggage. Great Job. I only fly SW now.

    RCatillo 7/26/11 6:48PM
  • I flew southwest on flight 297 from ft.lauderdale fl. to albany n.y. on tuesday july 19th. my name is robert donelian and have to tell it was a terrific flight. There was a flight attendant named Marla from oaklahoma who was fantastic. she was very courteous and had a constant smile on her face. she rally made my exprience on southwest pleasurable. thsnk you Marla and i hope to fly again soon.

    thank you
    robert donelian

    robert donelian 7/26/11 8:08AM
  • Hmm. My experience is totally different. I was talking with a real, live person (as opposed to a fake, dead one) within a minute. She was courteous and provided me with the information I needed asap.
    PS My granddaughter is 13, flying from KC to Denver. I simply go to a ticket counter, show the proper identification and receive a pass which allows me to meet her at her gate when she arrives.

    Anonymous 7/19/11 12:46PM
  • Every time I have travelled with Southwest airlines, I have had a wonderful stressfree experience. And their rates are perfect too! I highly recommend them to anyone travelling to their destinations. I wish they'd fly to a lot more places.

    Karen 7/14/11 9:45AM
  • Love Southwest Airlines. They will at least credit you if you have last minute changes or problems with booking dates.

    I will never use Travelocity or US Airways Express as both refused to be of help or service when a change was needed. I will never use them again. But Southwest Airlines is awesome!

    tlcacc 7/5/11 1:51PM
  • To: Scheduling Management
    From: cjgeiger@att.net
    Date: July 4th
    Re:
    Flight 1159 on July 2,2011

    Dear Management

    Having flown all over the world. I wish to commend the Flight Attendances that came on board from Alb. New Mexico on July 2nd.

    I believe their names were Nancy Martin, Christine Rawson, and Clifton Hall.

    These three flight Attendants modeled exceptional professionalism with a genuine caring demeanor that should be "the model" for all Flight Crew teams.

    Often times, I find the flight attendances are just going through the motions with mininal interest in making the customers feel valued.

    I would strongly encourage SWA's Human Resourse Managemnt to create "flight attendant crews" that simulate the professionalism, style of caring, and humor that Nancy, Clifton, and Cristine demonstated on FLIGHT 1159- July 2nd-2011.

    Sincerely,
    Chuck Angel

    Chuck Angel 7/4/11 8:38PM
  • I called Southwest and the recording said it would be about 16 min wait but it was only about 5 minutes. The service rep Gina was very helpful, informative, friendly, professional, and very quick in taking care of my needs. I am very happy with the customer service I received from Southwest Airlines on the phone and also from the flight attendants in the airplane. The whole experience from purchasing the ticket online to getting to my destination was a very pleasant experience. I have used different airlines in the past but from now on I am always going to fly Southwest. Very happy with their customer service.

    Anonymous 6/23/11 4:26PM
  • I am a very satisfied customer of South West Airlines. They have always treated me well and gone the extra mile to help me. The only thing I would change is their relationship with Chase. They are the worst credit card company that I have ever been unfortunate enough to deal with.

    Anonymous 5/24/11 10:30AM
  • Big fan of SWA! Just want to thank Michelle in customer service for the prompt call back (5minutes) and arranging for my request of services needed.
    Thank you again

    Ralph M

    Anonymous 5/19/11 10:15AM
  • Best flight ever. Coming from Utah on Flight 1112 Maggie was our Flight attendent. She is the role model you need for you flights. The Pilots as well were awsome. Maggie made us feel like family and now my 11 year old daughter would like to be a flight attendent.
    She made us feel so good after a funeral in Utah. I never have made comments on flights before but that flight was the best ever just because of Maggie. We love her so much for making our flight the best ever. I know I have been flying for the past 40 years. She is based out of Chicago. You are very lucky to have her, don't let her go. Thank you South West.

    Anonymous 5/3/11 5:06AM
  • Great job by Judy out of Houston for having patience and knowledge on the website and being very helpful and friendly. She demonstrated great customer service and great to work with.

    Thank you!

    Judy 4/20/11 7:04PM
  • I was just trying to change a ticket on SW. Although I got an annoying busy signal the first time I called and a "call back later" mesage when I called the second time, the third time I got through. I got through the third time but got a "Estimated Wait is 17-25 minutes" message.

    So why is this a positive review? Well, first because I was NOT on hold for 17-25 minutes. An operator picked up after about 2 minutes. Second, when I asked to change tickets and balked at the fee differential, the agent suggested I go online and checked for a online ticket that would require no additional cost. Sure enough, I changed tickets easily online with no additional cost. Total time to discuss these issues: 3 minutes. Very efficient and well done.

    Anonymous 3/4/11 1:19PM
  • My husband and I were on flight #1893 from Florida to Chicago-Midway on March 1st and I have never met such a wonderful and funny flight attendant as I did that day. Her name was Shay - she said that there were 2 Sharon's, so they all called her Shay. What a pleasure she was - she is definately a great asset to your company. I'm 65 and have had many flights under my belt, but have never encoundered a nicer hostess.

    Anonymous 3/3/11 1:22PM
  • The SWA attendant is Larry.
    I wanted to use a ticket purchased in June 2010 before it expired. I went on SWA's book a flight and couldn't figure out how to purchase the flight ticket using the earlier cancelled one way flight. I called SWA...the holding time was 4 minutes. I spoke with Larry. Larry was personable & pleasant & competent. Within three minutes we completed our mission of new flight discounting the money paid from the old flight. Thank you, Larry for making the reservations for your support and for making this reservation happen.
    Peggy fm LR, AR

    Southwest Airlines 2/28/11 9:46AM
  • Now days the best deal on flight tickets that you can ever get is with Southwest Airlines. It's easy, it's clear and there is no confusion about fees when your purchase online tickets.I have been using this airline for 10 years now and I love it. Southwest is the best.

    Careny4 2/22/11 11:00AM
  • Wonderful accurate fast help by phone! Thank you Southwest. -Dee

    Dee 2/4/11 7:38PM
  • I am amused by the rants on this page. The ranters are only betraying their own ignorance and lack of knowledge. The focus of any airline is to provide a safe experience, not to cater to your every whim. For this reason, I find it difficult to believe that any of these posts were made by frequent travelers. One of the reasons I really like Southwest is that they don't hesitate to tell their customers that they are in the wrong. They defend their employees, which make them happier and more productive, which provides a more pleasant experience for the vast majority of their passengers, in contrast to those passengers who want to make their own rules (Hawkeli446) and get drunk and unruly on a plane. What betrays these peoples' collective ignorance is this notion that they think enforcement of rules is somehow unique to Southwest. So to all these whiners, please fly another airline and make the experience for those of us who are reasonable people more pleasant. And, please feel free to get ripped off by paying to check a bag, or having to cough up a hundred bucks when your plans change. Yeah, Southwest is such the lousy company #sarcasm.

    aihfl 2/1/11 11:08AM
  • Southwest is the most helpful Airline I have ever dealt with. I had a problem with my Rapid Rewards points and called Customer Relations and spoke with Terri. She was so helpful and cleared up all my problems with a cheerful voice and it was so nice to talk to someone who enjoyed her job. Please make a note of what a helpful any nice person she was to deal with. I will always use Southwest because they continue to make it as hassel free to travel. Thank you Marsha Ingram

    customer relations 1/25/11 12:15PM
  • Southwest is the best Airline going. The customer service is outstanding and they do it with a sense of humor. They always make me laugh and isn't that what it's all about.
    Thank-you

    Anonymous 1/18/11 3:34PM
  • I love Southwest Airlines and thank you for not charging for bags. We are loyal customers. @ 2 weeks ago I was booking ALB to FLL the fare was $80 each way, a deal and a half, but I could not complete my booking because I was waiting on child care from my parents so my husband and I could get away for a long weekend. They said yes, WHEW!!, but now the fare is $139 each way (May 5 - May 10). I know this is not your fault and it is still a good price, but $80 was soooo much better. Could you please give these loyal customers a Code for a discount, please, please please. We love Southwest and you are the best.
    Thank you and Happy New Year.
    Michelle Moloney

    smmoloney 1/18/11 1:37PM
  • We missed our early am flight through no fault of Southwest Airlines. Brentley at the customer service kindly and without fuss rebooked us on the next available flight, without so much as a penalty. Thanks for making Christmas travel much more enjoyable and stress free!

    PortAlv 12/22/10 5:56AM
  • my husband and i had the most accommodating young woman at the ticket check in at ft. lauderdale, fl. her name is synthia mayne. she was a pleasure to deal with.

    thank you,
    alvin and lynn damare

    Anonymous 12/20/10 9:42AM
  • I LOVE FLYING ON SOUTHWEST AIRLINES! I love that most luggage flies free & have always gotten GREAT CUSTOMER SERVICE from all their employees, flight attendants, gate agents. I also love the boarding procedure. It is a very efficient and fair way to board the plane, depending on when the customer checked in for the flight.

    If Southwest goes to where I want to go to, I always fly with them.

    Anonymous 12/17/10 11:43AM
  • We recently returned from a round trip to Las Vegas for our granddaughters wedding. It was a very good experience, especially on the trip home. The male flight attendant was a so funny and it certainly had everyone laughing and relaxed. I wish every flight would be so enjoyale. We were delayed but people need to remember that weather is not something you can control.

    dar 10/26/10 8:31PM
  • Although my flights were a bit delayed both leaving to and coming home from my destination (this was not their fault), I had a great travel with Southwest Airlines. The porters were extremely friendly in both locations, Philadelphia and Los Angeles and the flight attendents were as well. I was especially pleased that my suitcase was not lost, or damaged; as I have heard this happens often with other airlines. I will always choose Southwest. Thank you!!

    Anonymous 10/14/10 10:05AM
  • I called with a very confusing issue trying to buy 3 round trip tickets and use my rewards. This number led me to the most helpful swa agent ever and it was only a 2 minute wait! Great Great Customer service, Virginia- you really helped me untangle things!
    I LOVE SOUTHWEST

    iminlove 10/6/10 6:55PM
  • I booked a rewards flight a few weeks ago. This morning found I needed to change to an earlier flight for tomorrow due to a family health issue. A few minutes after that change, I needed to change again due to airport transportation matters. I got online, clicked a few times and it was taken care of and no extra fees added. I LOVE SOUTHWEST AIRLINES !!!! Peg

    Peg 8/17/10 8:37PM
  • They have a great airline. They reservation system, and employees are first class. I have been a Southwest customer for years and will remain one.

    Ken 8/14/10 10:48AM
  • I have had wonderful experiences with your services since I found them and now one of my children have moved to the Atlanta area only to find out you don't have services there ... Atlanta of all places!!! :( By daughter has small children and the closes place is a couple hours is a distance for picking up Nana when she is needed!!! :) So is there any chance you will be opening services there anytime soon as I hate having to go back to another airline as I switched to you all because I was upset with another airline!!!

    Anyhow, thank you for your services and the wonderful people I have encountered!

    Mary Jo

    BornIrish45 8/7/10 8:59AM
  • I lOVE SOUTHWEST AIRLINES! i have never had a bad experience on southwest! They are personable and sweet and genuinely are going to make sure that you are going to have a great flight, i almost felt at home on the plane as crazy as that sounds, and the man that was announcing was so funny!

    VERY HAPPY CUSTOMER

    Anonymous 7/3/10 9:03AM
  • I ENJOY FLYING WITH SOUTHWEST AIRLINES AND FIND YOUR ATTENDANTS OUTSTANDING. I RECENTLY WAS ON FLIGHT NUMBER 340 ON MAY 25, 2010 FROM PHILADELPHIA TO FORT LAUDERDALE.
    I WAS TAKEN, ALONG WITH MANY OTHERS, ON THIS FLIGHT WITH YOUR ATTENDANT # 79066 CARLOS.
    HE HAS AN OUTSTANDING PERSONALITY, A GREAT SINGER AND I THINK YOU SHOULD LOOK INTO USING HIM FOR SOUTHWEST COMMERCIALS. HE IS CERTAINLY AN ASSET TO YOUR COMPANY.

    THANK YOU.......AUDREY H. BLAKE

    Anonymous 5/31/10 6:12AM
  • I have flown hundreds of thousands of miles and NEVER gotten a thank you e-card like the one received from Southwest Airlines. What a pleasure to find in my inbox after returning from my trip. In addition to expected services, Southwest provided free bags, fun flight attendants on both legs, very clear guidelines for boarding in order without seat assignments, a pilot coming out of the cockpit pre-flight to welcome everyone on board, and now a thank you signed, “Your friends at Southwest Airlines”! As a marketing speaker and trainer, I am continually telling my clients how little things add up to big impact. Yours not only demonstrated exceptional customer service, they were the compilation of little things that can drive business. Kudos. I'll definitely fly Southwest again.

    Julie Wassom
    President
    The Julian Group, Inc.
    www.juliewassom.com

    Anonymous 5/10/10 3:10PM
  • I tried to call but unfortunately I wasn't going to be able to wait for my turn. I want to give a HUGE compliment to one our your employees. I was on a flight to Orlando on Thursday, April 22 2010 leaving out of St.Louis around 3:15pm. I an unhappy with myself that I did not get the gentleman's name that did the announcing on this flight. He was hysterically funny! It was the most fun I have ever had on a flight! The whole plane was laughing and it set the tone for a great flight. He was so much fun that I caught myself wishing there would be another announcement - can't say that I ever wished that before! Is there any way that you could let this employee know just how much his efforts were appreciated. Thanks
    ps - I vote for a bonus for this gentleman!I will book with Southwest again in hopes of being on his flight!

    scholzly 5/4/10 8:56AM
  • Our mildly handicaped but very scared grand-daughter flying by her self in the easter vacation crowds away from her family standing in a huge line bording a huge plaine which she didn't know where it was going. was helped by the gate attended at the Orlando airport.Flight 808 Friday april 9 at 4:45 P.M gate 122 These few personal and freindly words of support rendered to this little gril when seating her made this hole excurition a very enjoyable trip !!!
    THANK YOU-THANK YOU VERY MUCH from two thank full grand parents ! saying SOUTHWEST IS THE WAY TO TRAVEL

    kobeandkobe 4/15/10 5:03PM
  • Traveling and booking is always simple with SW. Never a problem or charge with changing flights. Free cans of water and free luggage. If the prices drop it's simple to get the price difference. I got over $50 refunded per ticket because of price drops on the last flight I booked. Please never change SW!

    Mila_M 3/18/10 12:06PM
  • Used call back service. Worked great. Was checking on a voucher code. Very helpful rep.

    asher333 3/9/10 12:40PM
  • excellent service in a stressful holiday departure change situation. highly recommend this airline and their service!!

    greenface 12/22/09 3:08PM
  • I have always had a pleasant experience flying Southwest Airlines. The flight attendants have always been accomodating and professional. Keep up the good work Southwest.

    Anonymous 10/16/09 8:48AM
  • Great airline to fly.
    Everyone was positive and cheery. They go out of their way to be DIFFERENT, in a good way.

    Also very creative in their boarding policies.

    I recommend people trying this airline. Bet you notice a big difference from the baggage handler to the ticket counter agent, all the way to the pilot.

    Kudos to Southwest Air for great customer service.

    Tim S, Smile-Therapy.com

    smiletherapydotcom 10/6/09 6:41AM
  • Just call and instantly spoke with a wonderful women name Caroline. She answered all my question and unfortunely let me know that southwest doesn't fly to the airport I needed but she gave me the phone number to a company that does.

    active duty sailor 8/11/09 3:55PM
  • My family and I had a fantastic experience with Southwest. The flight attendant went the extra mile to help us entertain our kids on the 1 1/2 hour flight with snacks and cute coloring books, even making a rattle for our baby out of the honey roasted peanuts and a plastic cup and lid (amazingly enough, it was virtually indestructible by our child). We had to change dates on our return flight, and had absolutely no problems doing so. I give this airline two thumbs up.

    Anonymous 8/5/09 11:23AM
  • Always very easy to get someone on the phone that knows how to help. They get things done quickly and with as little red tape as any airline these days. Their customer service is why I keep flying Southwest.

    l-train 7/17/09 5:06AM
  • This is a little shout-out and a massive thank you to Dallas Love Southwest employees Kathy Chambers and Donald Horton for their exceptional help and service on Thursday, May 21st. Just as I was pulling into Love Field, I received a phone update letting me know that my 5:30 p.m. flight to Houston - where I had a connecting flight to Nashville - had been pushed back to 7 p.m. Argh! But no worries. Even with 10 flustered people standing in line behind me, Kathy Chambers was the picture of calm efficiency as she phoned her rep in Houston to find out if there were any delays at Hobby, and sent me to another gate to see if I could get on the 6 p.m. flight to Hobby. To my initial horror, there were already 14 people standing by, but Donald Horton saw that I had to make a connection, and put me - and three others who had to make that Nashville connection - on the flight. Thank you, Kathy and Donald, for getting me to Nashville on time and for helping me remember why I love Southwest so much - no pun intended!

    Gini M. 5/27/09 11:38AM
  • I had a question regarding the cancellation/modification of a 'Wanna Get Away' fare. Spoke to a representative named David to whom I explained my situation. He was courteous and polite, and provided me with the answer I was looking for within a minute or so of dialing.

    dub 1/20/09 10:04PM
  • Submit your comment >>
  • In reference to the drink coupns - the coupons without an expiration date have not been mailed out since 2010. (So you did not receive them in 2011.) Also SWA sent out a letter explaining when the coupons would expire - 1 year from the date the last coupons were mailed. Southwest was very clear about this change. The new coupns have both your name and vaild dates on them so there is no confusion.


    JC12345 1/7/12 10:48AM

  • I would like to respond to two Customer comments that I saw posted on your site. Not knowing the specifics of the situation, I can only comment on the most common occurrence.

    Regarding the lavatory incident: Passengers are asked to remain seated while the seatbelt signs are on. Also- if the lavatory (near the pilots) is occupied, no one is allowed to stand "in line" to wait. These are TSA rules. I'm sorry if the FltAttd was not courteous in his/her response to you.

    Regarding the boarding pass: Many of our Customers take advantage of the internet online checkin which assigns the boarding pass numbers. This checkin procedure begins 24-hours prior to the departure of your flight. Even if you arrive in person, 3 hours before the flight, many boarding passes have already been assigned, and those Passengers have printed out their passes from home. These are enhancements that we have made to our systems for Customer convenience. Boarding passes and security documents can also be printed at our Kiosks in the airport, prior to entering the security areas.

    I hope you will continue to fly with Southwest Airlines, we do strive to do our best for you. If you wish to register specific comments with our Customer Relations Department, please refer to our "Contact Us" page on southwest.com (now with email!) or call us at 214-792-4223.

    IT4LUV 8/6/09 8:54AM



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