Southwest Airlines Customer Service

User Reviews, Ratings and Comments

Southwest Airlines customer service is ranked #69 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 65.98 out of a possible 200 based upon 505 ratings. This score rates Southwest Airlines customer service and customer support as Disappointing.

NEGATIVE Comments

393 Negative Comments out of 505 Total Comments is 77.82%.

POSITIVE Comments

112 Positive Comments out of 505 Total Comments is 22.18%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Southwest Airlines

    Customer Service Scoreboard

    • 65.98 Overall Rating
      (out of 200 possible)
    • 393 negative comments (77.82%)
    • 112 positive comments (22.18%)
    • 2 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 3.5 Issue Resolution
    • 3.5 Reachability
    • 4.3 Cancellation
    • 5.4 Friendliness
    • 5.2 Product Knowledge

Add your review!

Posted by Anonymous


The wife and I travel to Orange County ( SNA ) every year. And now we're finding that we are traveling more and more and using Southwest the majority of times. We are treated very well pretty much all the time. On our last trip to ( SNA ) from MCO Orlando Fl. We had to stop in Austin Tx. To change planes. Our gate was changed 3 times as there was some kind of medical emergency. There was quite a delay due to this problem. Everyone seem to be on their best behavior as there wasn't much anyone could do about it. All during this time it was raining quite hard outside in Austin. Once everything was settled we loaded the plane , we headed off to SNA. Upon arrival we went to baggage claim to retrieve our luggage ( 1 bag ) only to find it completely soaked thru and thru. We are 78 years old and when I went to check on it, I was told " we don't do anything about that ". Really ???? Kind of rude. Don't cover bags anymore. I know that you do because I've seen it at other airports. It made our visit quite difficult. Some employee just didn't want to get wet. Great training. I don't need a flimsy excuse , just bite the bullet and admit it that you screwed up before I start using another airlines. This happened on 26 October 2023

Posted by Anonymous


The pre-boarding policies need to be changed. I am frequent SW flyer. We are assigned a group & number by either upgrading or when checking in. Numerous times on my flights there are many able-bodied travelers who scam the system & pre-board. I have boarded flights when I have upgraded to A1-A15 and there is 20-30 people already in the plane. Today I was A-9 and when boarding the plane every aisle seat to row was occupied. Also, I have been in many flights where boarding wheelchair passengers miraculously have been healed & no longer need a wheelchair exiting the plane. I feel the airline needs to reevaluate their boarding policies s so everyone is in equal footing when boarding.

Posted by Carla maypaka


My experience in southwest airlines was worst. They didn't even honor an active duty military. Most airline, military personnel go first. But apparently this southwest airline didn't. Please chnge you policy. I never experience this in my life. for the record this is my 1st time and it will be my last flying this airline. Hope you give consideration the people serve this country and protect. Thank you

Posted by Ed Garcia


I was on a Southwest flight yesterday from Phoenix to Cancun. One of the flight attendants was rude and snotty to several passengers that I witnessed, even a small child.

Posted by Charlette


I have been waiting on a refund from SOUTHWEST for over 60 days and have continued to get no response from them
I have provided bank statements to show proof that given all required information I am still getting we're working on it
This is not good business or good customer service I am completely disappointed with the way things are being handled by Southwest I will never use or suggest this airline to anyone because they think that good customer service is A JOKE

Posted by hollyberry


Southwest Horror Story!
Where to begin. On Saturday 12/24 I was at the airport by 10:15 for my 12:15 boarding of Flt 2909 to Manchester. I'm always early. It was delayed to 1:45 then cancelled by 11:30. Got on line ,no flights to Manchester so I booked one to Boston that stopped in Tennessee first ,I think that was Flt 3223 scheduled for 5:45 PM & landing after midnight. I took it. I will pay the 200 + for car service to get to New Hampshire. I went downstairs got my bags from the Manchester flt & checked them for the Boston Flight. Went through security again. at 3:30 that flight cancelled. They told me I could rebook for Monday morning flt 3159 several stops but you stay on the plane to Boston get in 6 hours later. I booked it. I was told my bags would be downstairs again. I went downstairs was told over & over again by the staff downstairs my bags would be down as soon as they could. 8 hours later when the baggage doors closed I was told no more bags coming down I could speak to a manager but there were no Managers downstairs, I could go upstairs. I did & guess what, no manager there either. I had it ,went home baggless & exhausted. I asked at least ten time & was told the bags will be here. There was no real security watching these bags I had the Christmas gifts for my family in one bag & all my winter clothes in the other. I would have left, if I felt they would be secure. I wish I had. I stayed home Christmas my 3rd flt was cancelled. I tried calling Southwest on hold the first time 3 hours had to hang up & then 4 hours on hold & then disconnected. I went back to the airport on 12/26. Got on line 7:15AM to try again, to get a flt. to Manchester. I was on that line for 4.5 hours. The reason it was so long is that we were not important to Southwest They had 3- sometimes 4 employees at the counter & 3 & sometime all 4 of the southwest employees would take the A list people that just walked into there lane, that haven't waited more then 5 minutes. So basically the group of over 150 to over 200 people were left with sometimes ,one person, who was at the end of the counter, to assist them in finding a new flight. How disgusting! How belittling to treat your customers with such disrespect. I finally rebooked & now for the last time I'm going to try to get to Manchester on 12/28. Now, I go downstairs to get my luggage, you know it, not happening. Its no where to be found, so what are my options..... a line , 2 hours later, I get into the luggage counter and ask, where is my luggage,? My last flight was flight cancelled yesterday? Well the young man says, one bag in is Boston & one is still in Tampa. ?? I didn't go to Boston but my bag got a spot? I told him the other bag is not here I looked for it several times. He said well it could be on a cart somewhere & we don't have the staff to look for it. You had the staff to send one of them to Boston? Was it an A list bag? I asked how do I get my bags? He said once you land in Manchester you can request your bags. What??? Now you want me to get in line in another state? I know that , Boston doesn't fly to Manchester? So what you're telling me, is they will fly my bags somewhere else & then to Manchester? Do I get the mileage points or do my bags get them? Also by the time my bags get to Manchester, if, in fact, they do find them, I will either be in NY or back in Tampa. The only warm clothes I own are in one of those bags. He said there was nothing he could do to help. If I wanted to speak to a manager I could wait, but not in front of his counter & he had no idea how long it would be. Ok OK ,sorry but then is when, the Bronx came out, and I left the airport before the escorts came. I am sorry for the foul language but the lack Customer service when I spent most of life in sales & helping my customers was just too much for me. This was the most disgracefully handled situation & for me its still not over. So please spread this everywhere! Let Southwest know even the unworthy B or C list should be treated with kindness!

Posted by DenverPersonXhridtmas


Trash garbage airline, longest delays I've ever seen.

Posted by Afaithfulspirit


I am currently sitting on the plane 20/04/2022 at 4:28pm as I was pushed to o the door with a back pack and purse the first flight attendant looked at me and walked to the back of the plane, then they both walked to the front stared at me again watching me struggle offered me no assistance, as I was dragging the back pack towards my seat, I advised the attendant that I could not lift the bag , she looked at me again with no assistance, one of the customers stepped up and assisted me,due to the fact that I am currently going through cancer treatment, and recover from a fractured spine, it is extremely difficulty, and I find it to be most horrible inhumane treatment on a plane, ever these people did not even offer assistance or assist me when I asked. My confirmation number from Phoenix to Atlanta on 10/04 (297AOS)! I have been traveling for a very long time, and this is the first,
Demote these two to the luggage, dept they do not deserve to be in the presence of people.

Posted by Savy Yin


My son and I were on flight 2867 on 7/8/2022 from Dallas to Maimi. 2 month prior, Southwest changed my schedule from 9am departure to 6 am. Ok I can deal with that, not so happy about time changed since I have to wake my 12 year old son at 2:30 am. On the day of the trip, after 1 1/2 hour sitting on the plane . The pilot announced that communication radio had technical problems, called mechanic to check out. After 2 hours sitting on the plane. The pilot announced that they attempted fix issue and announced we switched plane , 15 minutes later he said no, another 10 they ruled we switched plane. After we finally take off. Arrived at the destination we in the plane 1 hour due the gangway unable to open.

Posted by CaptnPaul


Started to the airport at 2am for a 6:55 flight. Made a reservation for my 15 lb Mini Poodle. After waiting for over an hour in the check in line the agent said the dog not only has to fit in the doggy bag but also has to be able to Stand up and turn around. After they looked for five minutes they finally found the policy in the fine print. Why don't they take the time to make a sketch to let you know what they expect. They go to great lengths to tell you the Dimensions of the bag but not that the dog has to be able to stand up. and turn around. We even called them prior to the flight and they told us she had to have her head and tail in the bag not that she had to be able to stand up and turn around. We lost over $1000 in deposits thanks to their poor descriptions. On top of that they were just plain rude. When they said they would refund my money they couldn't give me proof that the total credit was given. What a disaster!!

Posted by Anonymous


They are the worst airline on the planet

Posted by Anonymous


I had brought a round trip tickets from BwI to las vegas back in Sept 2020 i had to cancel the flt so they put some of the money in to a travel fund so i can use at a later date . Fast foreword to 2021 ,I re-brought a round trip tickets from BWI to Las vegas I used my travel funds amount of 257.42 towards some of the price of the tickets was $809.49 - 257.42 =$579.71 total then they did some type of discount then the total became $322.35 ,but here the kicker i payed the $ 579.71 Southwest owes me the the remaining balance of $ 257.36 still haven't received my refund yet its been almost a year already.

Posted by N/A


This is a complaint regarding the actions of a flight attendant on 2/8/2022. While preparing to fly from Chicago to South Carolina on flight 301 at 3:50pm I aboard the plane and was immediately attacked by a white male flight attendant regarding my phone and my mask I was actually eating and had put mask on and phone in airplane mode. I looked around the plane and notice several people was using phones,lab tops or Ipads. I was talking to my wife and said he's discriminating against look at all these people and he haven't said anything to them. She was don't worry about it and I said he shouldn't do that. He then can back and started on me again telling me to behave or he would put me off the flight. I asked him several times to leave me alone I did what he said where the mask and get off phone. He continued to bully, Harris, and, threaten me he would kick me off the plain and I was in compliance talking to my wife. He went as far as to to tell me to be quiet and I don't understand his problem but he have no right to to tell me I can't talk to my wife. I never said anything to him but leave me alone and he towered over me and said I will put you off the plane. Finally he got the Captain I showed the captain my phone in airplane mode, properly wearing my mask,and was in my seatbelt like the attendant asked, I asked the captain can he tell the attendant to leave me alone and quit discriminating against me. The Captain said the attendant have to do his Job is that clear are we good. I said yes.The attendant obviously had so much hate in his heart for me. He had me removed from the plane and I was stuck in Chicago and it would have caused me to missed my daughter Military Army boot camp graduation had I not got a rental car and drove 14 hrs from Chicago to South Carolina. I don't understand why I had to be treated like this. I could only wonder was it my appearance and the color of my skin. I have forgiven him for his unnecessary actions and hope Southwest airlines do not allow that attendant to use his power to bully and discriminate or have a bad day on customers like my self. I am an American an a legal citizen of the US. I trust that you will hear my side of the story I have no reason to lie to get your attendant in trouble. I feel it was necessary to allow someone to her my side please review the camera on the plane if necessary to figure out root cause. Thank you

Posted by Anonymous


I am leaving ISP TIMEwith stopover @BWI NEED Flight # and confirnatio Time to arrive?90 minutes before flight?

Posted by Anonymous


Southwest Orlando Florida overbooks and leaves people to sleep in airports and no food. Have people thinking they can accommodate one night stay due to their overlooking h flights. This not the way to treat people. No hotel in Orlando take the so called vouchers which leaves people to fi d a branch to sleep on until their flight the next day
Angry Stressed and Hungry!!! 2 star service.

Posted by Anonymous


We just came back from Jamaica. There were 4 of us. They gave 3 of them boarding passes. I didn't get one. They sent me to extra security before boarding. Not a problem. But they put me at the end of boarding. Not with my group. My husband purchased all four tickets, so under one account. People got upset that he saved the seat beside him for me. I have a fear of flying and he can ease my concerns. Very upset with this. They had boarding passes in group A. They could of saved me a spot with my group, not put me at the end.

Posted by Dre


Southwest canceled my flight while I was already at the airport because they have no PILOTS as they don't want to get VACCINATED. Calling customer service is a BIG ASS JOKE as the wait time is 2 hours and my early morning flight got pushed back to 4pm. THANK YOU DUMB ASS SOUTHWEST!!!

Posted by Indifferenttosouthwest


Southwest just ruined my faimilies Disney vacation by canceling the flight to Orlando because of storms. However when you look on national weather service radar there are no storms. If Southwest is going to cancel flights and lie about it you should make sure nobody can fact check your lies.

Posted by Anonymous


Southwest service and attitude is theworst in my 20 years of flying with them and being a rewards member for years. It's embarrassing to watch theor employees lie and treattheir customers like cattle.

Posted by Anonymous


During COVID has deviated from preferential to the worst experience in travel in 20 years for me. I now believe the are the Greyhound Bus of air travel. Coming from one of the biggest proponents of Herb and his vision

Posted by Patricia Nevins


Confirmation # 33AZD9 for Patricia Nevins & Sandra Stapleton

I purchased upgrades on the above flight 5/4, for both parties totaling $100.00. After pre- boards, a large group of people who had previously been on this flight were allowed to board before A1. Some of their boarding passes were high B positions. By the time we boarded, many of the preferred seats were taken. Therefore it was a waste of $100.00, and I would like it refunded.

Please respond

Patricia Nevins

Posted by Anonymous


Southwest Airlines (SWA) continues to deny refunding cancelled flights. If you are a person over the age of 65 and considered a high risk for the current pandemic of Covid-19, ask SWA why they do not have a problem accepting $20 million of taxpayer money yet refuse to refund a mere $650 to four (4) senior citizen in their 70's. We had scheduled a cruise to Alaska in 2019 with connecting flights to Seattle WA. Cruise line subsequently cancelled the cruise due to the current pandemic. We then had to cancel our flights to Seattle WA since we have no use for the tickets. We are unable to fly because to do so would be a serious hazard to our health and violate social distance orders of all governmental agencies, including federal, State of California, & local county and city. We are all on fixed incomes with Social Security being our income. We have paid into SSI since the 60's, and is now our primary source of income. $152.96 per person means a great deal to each of us compared to the $20 MILLION SWA will soon receive from taxpayers. SWA...you should be ashamed to accept taxpayer money.

Posted by Southwest double charging for on


I purchased two tickets online at Southwest each for $730 and totaling $1,460.00. Southwest double booked me and doubled charged me and took another $1460.00. When I called , I was told I have to call back tomorrow. This is outrageous. I'm very upset because now my checking account is in a negative due to other charges I had made

Posted by Anonymous


Charged me 75 dollars for a golf bag that was supposed to be free. I used the kiosk and have been getting the runaround on refunding my unsubstantiated baggage fee. Hopefully someone will do the right thing and refund this unfair charge.

Posted by [email protected]


I was double booked on same flight booked the first flight myself didn't get a confirmation so called south west and said it was never booked so she booked me her self then was charged twice for same flight I would like to be refunded my for one of the flights thank you & please let me know

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Posted by Anonymous


Hello, the customer service we received at Lubbock International Airport and Dallas Love Field was top notch. My husband has trouble walking, he uses a cane. I failed to request a wheelchair. The staff that helped us at both airports was so professional and caring. Thank you Southwest for hiring people that appears to love their jobs. I wish I had gotten their names!

Posted by Anonymous


We had the greatest experience EVER!! Flight attendant Judy is the most wonderful ever!!

Posted by CaliKari


My daughter and I flew from Oakland to Las Vegas July 2nd on flight 1158, and our flight was behind schedule due to weather issues. Our gate attendant, Paul, was fantastic! He kept us abreast of the incoming plane's status; what we, as passengers, needed to do to board quickly and get in the air ASAP, and he demonstrated an admirable level of professionalism. He could teach a class on how to motivate a lobby full of anxious travelers, and keep everyone calm and relaxed. Great job, Paul. You rock!!

Posted by Anonymous


My 2 daughters had booked a flight seversl weeks in advance to see their dad who was very sick...A few day later got a call he was not expected to live thru the night. They called and got an immediate flight with no additional cost and the person handling the call was terrific...Awesome airkine and personnel

Posted by Marie Hawkins


My husband and I were flying out the Memphis Intl. Airport this past Sunday, June 12th. Our 7:35 flight ended up being cancelled. The attendant at the check in desk at gate A27, Deatra, went out of her way to be kind and courteous to us when we changed our flight to the next day. We were the last two people in her line to make changes and she had been put through the ringer by some of the other customers. It wasn't her fault this happened but she was taking their criticisms in stride. We also dealt with Deatra the next day when we returned for our flight and she was still very courteous, friendly and helpful!

Posted by Anonymous


I flew Southwest Airlines, Saturday, Sept 5th to Austin and I was shocked at the customer service received for wheelchair service personnel. The wait was more than 20 mins. Today in Austin and Dallas was even worse. I had a long wait and finally the young lady arrived, she said there only 4 wheelchair pushers but she did get me to the gate on time. I waited about 25 mins for a wheelchair serviceman, who was trying unsucessfully to guide 2 chairs at the same time, but with him almost pushing me into a trash can , bench and passengers, I opted to get out at the down escalators and walk to baggage claims . The young man said only 7 people were working and this was his 4th day and just don't know why his supv would not answer his several calls for help. I am so use to Southwest Airlines being above all of the other airlines, but was quite surprised to receive this kind of service.I cannot walk long distances or stand a long time. Johnnie Barnes. My last flight number was 1126 from Austin to Dallas Lovefield. Thx!

Posted by NIUHerb


I want to thank Captain Sidney and Customer Service representative Ms. Kiarah for going above and beyond in helping my wife onto flight 317 departing from Philadelphia to Chicago. I have always been impressed with Southwest Airlines and even go to an airport further from my home than Ohare on most of my flights.

The captain was kind enough to hold the last flight while the customer service agent, Ms. Kiarah walked over to the gate my wife was at. She may have heard the gate agent wrong and was in the D terminal vs the E terminal.

Kudos to the captain and outstanding customer service for the coordination and caring about your customers.

Posted by Robert Wineberg


On Tuesday, May 12, 2015, I was on a flight from Raleigh NC to BWI and then to Hartford, CT. Flight left at 9:50 a.m. in the morning.
I did not feel well right from the first flight. Your staff was exceptionally accommodating constantly checking on me, giving me the attention and checking on me periodically. I appreciate this and have been a southwest rapid rewards member for some time and will continue to fly southwest.
It may it easier to get through the flights, as I was not feeling well at all.
Thanks for everything.

Posted by Anonymous


Let me start by saying after my recent flight from PHL to LAS, I will strictly only fly Southwest. My Fiancée and I recently got engaged, two days later flew from PHL to LAS through Southwest. All of the flight attendants were very pleasant and had great sense of humor, which makes a huge difference when flying 5 hours. But one of the attendants stuck out, her name was Nancy. Nancy went out of her way to provide great service. We struck up a conversation with her and after she found out we were engaged, that was it. She made us feel special, she went as far as announcing our engagement through the loudspeaker and had the whole plane clapping for us. She was very friendly mixed with perfect sense of humor. She made us hats out of peanuts and pretzels, lol which my Fiancée loved. She then took pictures of us with the hats on with our cameras. Something else that we noticed from Nancy was that to my right was a difficult customer, who was very demanding and rude, and Nancy handled that person very well, and maintained professionalism the whole time. I am somewhat of a frequent flyer through multiple airlines, but because of this customer service, I will now only fly Southwest, and will highly recommend this to others.
-Jason

Posted by KS


I'd just like to add my comment to the mix here. By nature most people that come to a board and post will be posting negative comments, or complaints. I got here by googling something regarding the always-busy customer service number (not the main customer service, it's the specialty number), hoping to find a solution.
That issue aside, I"m quite surprised by the negative reviews. I have had nothing but positive interactions, over and over, with Southwest, and am a loyal customer for that reason. If you need to move flights, they move them, don't charge you, and have always been helpful to me when I needed an issue addressed. (Except for one recently which I hope to resolve). Overall I would rate their customer service as outstanding - in fact, as one of the best companies out there for that. There have even been some long and humorous (sometimes hilarious) conversations with their agents and they have always taken the time the issue required, tried to help to the best of their ability, and the calls are never rushed or rude. (Except this last one who called to tell me 'no' regarding something, but I am going to try to resolve that with another agent - and truth be told, I was asking something over and above that they were perfectly justified in saying no - I just thought this agent was sort of curt). But her aside, I've dealt with about fifteen different agents over the years and all have been outstanding. They have accommodated more rescheduled flights than I can count back when my dad was in hospice and conditions were ever-changing. Who else would do that without charging? Their prices are always reasonable as well.

You know how you call some places and get a dumb, unhelpful customer service person who has no idea what to do and really doesn't care? Or tries to help but has no clue? I've never reached one of those at Southwest.

I rated the reachability below as average due to the ever-busy customer service number - the callback system for the general number is really great, and they are always easily reachable otherwise. Not sure what is going on with that separate number though.

Posted by Melanie L


Good morning.

My husband and I are avid travelers for both business and pleasure. We are both "A" list members and also hold a Southwest visa card. Our next family vacation is in April, booked our tickets in November, and hosting 5 other friends on this trip.

The nightmare - Our flights have been changed 4 times! Not only are we flying at much different times than scheduled but into different airports!! Because our travels are international I had to contact that specific customer service department. After about 4 hours on hold (over the course of 2 days) and speaking with 5 different agents (Whom were not helpful and a few rude) I was finally connected with Sally Plott in International customer relations. Not only did she understand the level of frustration I had but was professional and kind while explaining the situation and navigating through the system to come up with a satisfactory outcome. If it wasn't for Sally we would no longer fly SW in the future. Thank you Sally...they are lucky to have you on their team!!
Kind regards,
Melanie L.

Posted by Dr. Annie


The only way to extend travel funds is through the customer relations number which is always busy. Customer's time should be considered valuable - allow us to do things online OR at least put our call in a queue OR provide a call back...you have these options for most tasks at Southwest, but not when it comes to trying to extend travel funds, which you allow but just make it damn hard to get done - I have been trying for 2 months to extend mine! An always busy phone number as the only mechanism to do something is really inconsiderate of the customer.

Posted by rungirl


This past weekend I flew Southwest for the time - usually I fly United or Delta. While the seating is a bit different than other airlines, and there isn't economy plus like other airlines, the overall experience was great. I had all my stuff stolen while I was in Vegas over the weekend and decided to try and get an early flight home (what fun is Vegas without a phone, credit cards or drivers license?!). The Southwest agent not only got me on an earlier flight home that day, but they didn't charge the flight change fee. I had bought the Wanna Get Away ticket, so I figured there would be a fee of some kind when I asked to change flights. For this reason, Southwest gets a 10 rating. Thank you for allowing me to get home and get my stuff straightened out and not changing an exorbitant amount in fees, like most airlines do.

Posted by brianmeadors


I like Southwest and fly it every chance I get. Compared to other airlines (for example, USAir), it is wonderful. The Southwest employees are friendly. Recently, Southwest waived a policy for me so I could use my points refund for use by another traveler. I love Southwest's no charge for changes and free bag.

Posted by Anonymous


I Was A Passenger On Flight 1456 Last Night. The Cabin Crew Included A " 2nd Chance" Personal Named "william". I Found Him Well Groomed, Well Dressed And Very Polite. He Was Professional In Every Way. Southwest Would Be Well Served To Keep Him. Congratulations To Southwest For Giving Him A Second Chance. Joseph F. Merritt Ps You Might Think About Giving Him A Raise. Jfm

Posted by Anonymous


I'm a frequent traveler of southwest airlines at one point I was traveling 4 to 5 days a week exclusively using Southwest Airline services. In all the years that I have been traveling I've never felt compelled enough to comment about my experience on any
flight although most of all of them were all pleasant. Flying back from Denver on flight 504 to Phoenix I met the stewardess named Mojo who was
exceptional!!!!!!! She was extremely friendly, personable, hospitable, and the list goes on and on. I have never quite met a personality like hers before on any flight that I can recall. I believe she epitomizes the heart and soul behind
the Southwest brand and is truly the reason why I will fly Southwest again.

I hope one day that I may have her on my flight once again.,

Sincerely Morgan

Posted by Anonymous


I would like to say think to Southwest Airline for the outstanding service on the 31st of Dec. 2013 at the Austin Airport in Austin Texas. My two brother were flying back to Orland Fl. One of them have to use a walker to get around. We arrived at the Airport about 10:40 and the line for crub side check-in was about 35 person deep. We got in line to wait for our turn. One of the ladys from Southwest saw him and went got a wheel chair for him. She took us and check us in ahead of everyone, printed out the boarding passs, all in less than 10 min. Another young lady by the name of Olivia took it from their. She took him though customs and to the gate. I have never seen a check-in go so well. She went and got a blue boarding pass so they would board first. I would like to personal think Olivia for all the help. I know it is her job, but she went out of her way to take care of my two brothers. She stayed with them all the way though the check-in. I servied almost 30 years in the Army and have traveled all over the world and flew on ever airline. I have not seen no better service any where since I have been flying. I would like the think Olivia based out of Austin Texas and Southwest Airline for everything you done. When ever I fly, Southwest will always be my first choose. Again think you.

Posted by chazz23


i didnt get his name sadly i was a little to excited and hung up to soon. i was able to get my flight changed so i hope someone there can look up my flight info and pass the word. havnt been home in 12 months had to work christmas and the gentleman made it so easy to get my flight changed he was kind courtous and easy to talk and made my holidays. thank you southwest!

Posted by Lovetotravel


My husband and I just returned from Branson Missouri yesterday. A freak snowstorm hit that area and we were stuck at the airport due to whiteout conditions. Branson is a very quaint airport and does not have the equipment to handle inclement weather as well as the larger airports. Thankfully to the staff at the airport and the expertise of the southwest pilots we were able to leave and be diverted to Chicago then Tampa Florida. We arrived 7 hours late but we arrived safe. Hats off to Southwest Airlines and the pilots that landed and took off safely in those conditions.

Posted by Anonymous


Gate agent named Kayla helped me today and went above and beyond. She was incredibly efficient and friendly.

Posted by Kevin Foster


I had to call in order to update my Profile and payment method customer service rep. was very patient and helpfull. She made me fell as the most important thing she had to deal with and made sure all my questions were answered.
Thank you Southwest for your continued efforts to make sure my family and myself are satisfide.

Posted by Anonymous


We were on SW Flight 1066, Sep. 3, 2013 from Las Vegas to San Antonio. Up until then we had had a great trip. Soon after take-off, I told my husband I wanted a Sprite. He went to the lavatory and no one was there to ask for one, so he took it upon himself to grab one for me. While what my husband did, may not have been right, what ensued certainly was not! Edith approached my husband and yelled, "did you take something from my galley?" My husband said yes. She proceeded to yell, "thief" and "that's stealing!" One would have thought he had stolen the Crown Jewels. She certainly didn't need a microphone to let everyone know what had happened. She could have handled the situation differently, but she chose to be rude, discourteous, impolite, and certainly not the high caliber of SW personnel we are used to. We are frequent SW customers and this is the first time we have had such a horrific experience. We have a SW Visa Signature card; we have SW gift cards, and this experience has left a sour taste in our mouth. My husband did return the can of Sprite. Then, when she came to pick up our trash, she continued to harass us all over again. My husband told her, "get out of my face." If Edith's explanation of events is different than what I have stated, then I will have to add the word "liar" to the adjectives above! Thank God this flight stopped in El Paso and we were approached by Carlos (SW). He advised he had heard of our situation, and asked if we wanted to move up front so we wouldn't have to deal with Edith the rest of our flight. We were so happy we had that opportunity. The rest of the flight home was what we are used to. Maggie, Teri, and Carlos made it that way. I want to thank them for their politeness and kindness the rest of our trip home.

Posted by Anonymous


I've never had a problem with Southwest. I always pay a bit extra for the automatic check in. Never have to worry about printing my boarding pass. Never have to worry about where I'm going to end up being seated. Never have to stand in long a$$ lines. I've only had one instance of a delayed flight out of LAX to MDW but it really wasn't a big deal. Also, last year my daughter's luggage arrived later then we did but Southwest gave us a $140 voucher which I used for another flight. I recently flew Delta for the first time. It was the most horrible experience. It took 24 hours to get home. Unfortunately, I used a travel service to plan my trip which included air. My apologies to Southwest for not booking my flight with them.

Posted by colvinli


I made a mistake booking a flight and they took care of me with no additional charges. Southwest is awesome!

Posted by ALTY


I would like to thank Tim # 88317
He was so positive when we checked in and he made our experience a good one. My husband tried to give him a tip and he refused and said that a positive word would make him happier.
Thank you for having people like Tim on your staff, what a great time to spend with Southwest Airlines!
Mary

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Posted by JC12345


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.


Posted by IT4LUV


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.

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