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“Unrealistic policies during global epidemic”
Review of Southwest Airlines


Reviewed 17 April 2020 via mobile

Southwest used to be my fav, but today it showed as the worst airlines out there. My son(14 yo) and i were supposed to have a 3 week trip in June for his 15th birthday going to Hawaii, then Home state of Connecticut, then back to Florida where we live now. Well, family in Hawaii said nothing is slated to open back up until "unknown". Defintely not by June. United Airlines was nice enough to give us travel credits for 24 months and no resch fee so as to not interfere with my sons Freshman Year of High School (August 2020). Southwest stated that they are sticking to there normal policies( despite abnormal circumstances) and would only allow 12 months from the DATE OF PURCHASE of tkts. I bought in January for a flight in June!!! So why cant Southwest extend the same courtesy as the other airlines about rebooking? The soonest my son will be able to travel again will be June of 2021. Id rebook everything now 0for june of 2021 if i was able. I still plan on taking him. I dont want the money back, just give us more time to reuse it like the other airlines... Nope... Got told repeatedly this is SW policy. Literally thought SW was the best, but now I stand corrected...

Date of travel: April 2020
    • Seat comfort
    • Customer service
    • Legroom
    • In-flight Entertainment
    • Value for money
2  Thank SageModeJiraiya
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviews (46,155)
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2,901 - 2,905 of 46,155 reviews

Reviewed 17 April 2020

Yesterday I escorted the remains of one our soldiers from Kansas back to his family in Washington state. I wanted to take a moment and praise how absolutely amazing Southwest Airlines was. The staff members along the three stops I had to make were absolutely amazing and generous. I couldn't even pay for my own food. The teams were extremely accommodating, friendly and engaging, and took the utmost care when handling the coffin. This is one of those sad but rare instances where we get to see how amazing a company and its employees can be. I also asked just about all the people I talked to about how much they liked working for this airline and they told me how much they have been taken care of and they appreciate what corporate has done to help them. So thank you again Southwest and everything you did to make this trip happen.

Date of travel: April 2020
2  Thank 318bryanl
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 16 April 2020

After requesting a refund for a trip, Southwest would only give me a flight credit because I cancelled my reservation before the flight was actually cancelled by Southwest. I submitted an inquiry about this weeks ago and never got a response and Southwest is still refusing to give me a refund instead of a flight credit.

Date of travel: April 2020
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
3  Thank Elizabeth O
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 15 April 2020

Flight was great as usual. Flight was full, but flight attendants did a great job and kept the passengers entertained and engaged. They were very efficient and friendly. Captain kept us informed, and flight time was under what we were told. I always fly Southwest and have always been pleased with the service.

Date of travel: August 2019
1  Thank Jenajalex
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 15 April 2020

They said they'd rerfund earlybird fees; what bs! No refund! I sent email (as they instructed) and got back email saying to call them; on hold for an hour. Terrible

Date of travel: April 2020
    • Customer service
    • Value for money
3  Thank denvertr
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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