We had to rebook flights the day before flying due to a massive snowstorm. Our direct flight was changed to a connecting flight, but the connecting city was closer to our point of origin, so we just hopped in the rental car and drove. Little did we know that hidden in the fine print is a "no show" policy. If you don't cancel your flight and just don't show up, they cancel all flights on your itinerary--including your return flight. It doesn't matter that you already purchased your seats. They will take your money or points and leave you without a flight. What's more, if you purchase the highest price points tickets, they will REFUND your points, but if you purchase cheaper seats, they TAKE your points. This feels like a poor penalty to me. We have been loyal Southwest customers for 20 years, including the credit card. No more. We are taking our business elsewhere. Our 20 years of loyalty apparently means nothing to this heinous company.

Flying from Fort Myers to Albany, we got to the Albany Airport not once but twice and could not land due to weather conditions. We were diverted back to the Baltimore Airport both times. The second time we were told that our flight was canceled, and there were no flights to Albany for three days. We decided to return back to Fort Myers. Customer service would not book a return flight for us from Fort Myers back to Albany without payment and there was no compensation. We were diverted to BWI which was not on our itinerary and were stranded. The good news is we called customer service the following day and spoke to an agent Burt who got us on a return flight back to Albany the same day, and there was no cost. Burt was kind, knowledgeable, and listened to my concerns and truly cared.

Got there two hours early to catch a flight and the flight was randomly canceled. Flights from all the other airlines continued to travel to the same destination. Customer service rep at the airport audibly complained about people wanting to talk to her about the flight cancellation. Called customer service number and they said they were unable to do anything to help. I asked what the service line can’t help with and she referred me to the website to read about what she helps people with. Cancelling the flight is already bad. But having every representative be equally rude and unhelpful makes me never want to use the airline again.

On March 17th, 2024, I had the most embarrassing customer experience I have ever encountered on any flight (and I'm an A list priority member who has taken countless southwest flights). While waiting at the airport after a 4 hour delay due to maintenance issues for a plane heading from Tampa, Florida to Dallas, Texas, I was rebooked on flight 3668 departing from TPA at 6:20pm, connecting to flight 3655 departing MSY at 8:20. (Confirmation #3CQIL4)
As I boarded the flight and made my way to my seat, the flight attendant greeted every customer before me then as I approached her, she rudely told me to move out of her way so she can see the baby that was behind me. I felt disrespected and devalued as a customer but I ignored it because I was tired and just wanted to make it home. As I sat down in my seat, the pilot made an announcement that he had bad news. He said the pilots were leaving the flight because they were over their flight hours and there were no replacement pilots identified. Many of the passengers, were in disbelief because they had all been delayed and stuck at the airport for most of the day. I pulled out my cellphone and began to record the event unfolding. Then, the same rude flight attendant that refused to greet me told me to delete the video from my cell phone because it was illegal to record inside of the plane.
I calmly asked why I needed to delete the video because I had never heard it was illegal or against policy to do so because I have seen hundreds of cell phone videos from inside of planes (including Southwest) online. However, I did stop recording and put my phone away because it wasn’t worth an argument. I complied.
Approximately 5 minutes later, the unthinkable happened. A ticket agent asked me to step off of the plane to speak with me. I did not resist or ask any questions because I had no idea what was happening. He then asked me to step into the jetway and told me that they were taking me off the plane because I recorded the inside of the plane while the pilots were leaving. I was so embarrassed, shocked, angry and in disbelief. He told me they would book me on another flight. The ticket agent walked me to the counter and loudly proclaimed..“HE WAS KICKED OFF THE FLIGHT FOR RECORDING AND NEEDS TO BE PUT ON ANOHER FLIGHT”. It felt like the entire airport turned and looked at me as if I were a criminal. To make matters worse, I was going to now completely missed a paid speaking engagement that I was booked for!
While at the ticket counter, I immediately asked to speak to a manager. I explained to the manager what happened with tears in my eyes and he was also in disbelief and told me that it was NOT ILLEGAL nor was it against policy to record the inside of the plane! The flight crew had acted inappropriately. However, he could not put me back onto the plane for some unknown reason. I felt so humiliated. He then told me that he would give me a $300 voucher for the inconvenient and put me on a later flight that would leave 3 hours later. I had been at the airport all day! I was so disappointed in Southwest and I told them that I would like a refund for my ticket because I did not feel comfortable to continue flying with Southwest. I had no way of getting to Dallas, I just knew that I did not want to fly with Southwest. I ultimately had to find a hotel and take a flight on American Airlines the next day. At this point, there was a manager and 3 other workers surrounding me and all of them were very understanding and apologetic. The manager was very empathetic and I appreciated it. However, the damage had been done mentally and emotionally. As a black man, I have faced discrimination and it crushes your spirit when it happens. I’m not saying that this was racially motivated, but I do not believe they would have treated a white man in a suit the same way they treated me ( a black man wearing a hoodie).
I have contacted my lawyers to discuss actions and a plan forward. I was a loyal customer to Southwest for over a decade and I did not deserve to be publicly unjustly humiliated by their crew.

It's very good, has excellent service, and has comfortable seats. Although there's a hard landing, I think that is perfectly normal, even though it's scary to me.