Thank you so much to Miguel and Antonio they definitely help us in need of us getting back home we definitely appreciate they time and patience with us to getting our return boarding passes to get back home thank you so much we most definitely recommend southwest

Random fees being charged at Hilo but not getting charged the same fees on Maui. If this happens ask why. Many unclear rules.

My son’s father passed away suddenly and we were scrambling to get reservations. We had to call back twice and make changes. They were so kind and helpful, and there was no wait time on their 800 customer service line. When my son was boarding they helped him lay his funeral suit in the bin and closed it so it wouldn’t get wrinkled. How sweet. Southwest has really turned it around. They truly treat each customer like an individual. You have earned our business back, SWA- thank you!

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.