Southwest Airlines

Customer Service Ratings and Comments

Southwest Airlines is ranked #4 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 138.69 out of a possible 200. This score rates Southwest Airlines customer service and customer support as Satisfying.

NEGATIVE Comments

5 Negative Comments out of 14 Total Comments is 35.71%.

POSITIVE Comments

9 Positive Comments out of 14 Total Comments is 64.29%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

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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

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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

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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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