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“This is the BEST airline for customer service!”
Review of Southwest Airlines


Reviewed 15 October 2022

We flew roundtrip from Baltimore to St. Louis to attend my grand daughter's Army Basic Training graduation at Fort Lenardwood.

The airfare was very reasonable. The communication was excellent. The app worked great. Boarding was fast and very organized. The flights were on time - "to the minute" as advertised.

I fly Southwest as often as I can.

Date of travel: October 2022
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    • Food and Beverage
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    • Value for money
    • Check-in and boarding
Thank F9657CYrobertt
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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998 - 1,002 of 45,627 reviews

Reviewed 14 October 2022

Messsd up all my info. Almost didn't have a ticket for my 2 year old. Entirely their fault. Very upset.

Date of travel: October 2022
Thank G4024RLstephaniek
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 14 October 2022

We attempted to book a flight from BWI to Indianapolis and wanted to use miles. We were in the process of putting in the information to purchase the ticket and got a notice that we needed to purchase additional miles. We purchased $345 in additional miles to have enough for the ticket and then continued to enter the rest of our information for the ticket. When we clicked purchase, we got an error message and it said to call the airline. Upon speaking with a Southwest Airlines representative, we were told that the flight was now sold out. So frustrating. We then asked for our money back for the miles we could no longer use and were told that they were non-refundable. Apparently Southwest thinks it's ok to spend $345 and not even get a ticket for it. When I asked to speak with a supervisor, I was told that they would forward my "case" to Corporate Customer Relations and that we'd hear from them in 10-12 business days. We just received a call from a Customer Relations representative and all he did was explain that he wouldn't refund the money and that it was their policy. The entire process is a bait and switch and should be banned. Southwest Airlines should stop these fraudulent practices and refund customer's money when they can't give them a ticket. We plan to avoid Southwest Airlines whenever we can. Watch out.

Date of travel: October 2022
    • Customer service
    • Value for money
    • Check-in and boarding
1  Thank cmlocke1
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 12 October 2022

Southwest has given affordable flights and continues to so, I enjoy traveling with them. My complaint isn’t the flight itself, its about the boarding. I pay extra to fly business class, so that I can board early and get my pick of seats. Over the past year I’ve sat back and watched more and more welfare people pre boarding. It is obvious that 95% of the pre boarders aren’t disabled, they have just learned the system and are abusing it. All passengers see it and recognize the problem but yet, Southwest has done nothing. My wife flys with me through my campaign pass but she never boards in the same group as I board. We apply for our boarding pass at the same time and she ends up 50 people behind me. When will Southwest fix this problem. I’ve voiced both problems to flight attendants and I’m always told that they are aware of the problem and that they get lots of complaints about it.

Date of travel: September 2022
    • Seat comfort
    • Customer service
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    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank Msm2137
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 12 October 2022

My wife and I used to love Southwest because it was a user friendly experience from booking the flights and being on the flights. The past couple of times we have flown it has been terrible. The bags take forever, flight delays, crappy service, stuck inside of the plane for over 2 hours with my niece waiting for the plane to have a spot to park and the flighty attendants getting snappy when we ask WTF is going on, etc. We had to make some changes and it took forever to make the changes because we had to call in and were on hold for a long time. We also had Southwest change one of our flights without notice to an earlier flight, but the one we wanted was still an option. I called in and told them to change it back and they tried charging us more because the prices change all the time.... We had to cancel some flight and did not get refunded the early bird check in. Come to find out that it is NON REFUNDABLE! Even if you cancel your flight you still have to pay them to check you in early. WHAT A JOKE! But hey, that is their policy so make sure to read all the fine print before you buy a ticket from these snakes or else it is totally your fault... The travel fund program is hard to keep track of. My wife cannot be on the same account as me so we have to keep track of her travel rewards separately. Why can't a family be on the same account? This should be a no brainer. We will try to fly with another airline company if possible. Southwest lost a loyal customer. I was even talking to one of the agents at the gate and she said the employees are getting fed up with Southwest BS. They are always short staffed and having to scramble to get shifts covered. Hopefully Southwest get their act together and starts taking care of their employees and customers or else the government will have to bail these bafoons out again with our money!

Date of travel: June 2022
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank phil1986a
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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