They are doing customer oriented business.
Just love it.
They have innovated and tried something new for customers.
They are courteous.

Redeemed points for a hotel reservation, paying an additional amount as well, 6 weeks prior to trip, only to never get my reservations confirmed through the hotel. Several attempts to get confirmation with both the airlines rewards program and their preferred partner making the hotel reservation has yielded zero answers. I have tried every avenue to get help/answers. I just need my hotel confirmed, since I have paid in advance. I fear we will fly, and pay for a rental car for naught because we have nowhere to stay when we get there. My trip is in 3 days. Beyond frustrated. Ready for a lawsuit for fraud.

It was a good flight. It left on time and was only a 2 hour flight down to Orlando and 1 hour 45 minutes flying time back. Our luggage was very prompt both times. All staff on the planes and in the airport were pleasant and very friendly.

24 hours before each flight, my husband went online and got our Boarding Passes. Both times, we were near the end of boarding. We did not pay the extra $60-90 per person, to get priority seating. By the time people with children, the disabled and military got on, then all who paid extra, we were at the end. But he got an aisle seat both times, which is what counted, since he needs to stretch his legs after knee replacement surguries. But I have to say, these 2 planes had more leg room than mpst other flights I've been on in the past 10 or so years.

Southwest Hotels – Booking.com, the “Invisible” partner, and the Blame Game:

Suggestion: NEVER, EVER, prepay for any service through Southwest Booking.com (“Southwest in partnership with Booking.com”). Even Hurricane Milton closing your airport (TPA), causing the cancellation of your flight - rebooked, cancelled again, rebooked again - till you finally lose power to your home, and not being able to make your reservation is a valid reason for cancellation of a prepaid reservation.

BUT, it gets more interesting given the conversations and emails with Southwest Hotels Concierge. Southwest Hotels Concierge would continue to ask for my patience as they were waiting for written confirmation from our “relevant team” regarding this matter. In my last email from Southwest Hotels Concierge on October 18, 2024 at 1:03pm I received the message indicating that they had contacted the Hyatt Place Tempe/phoenix Airport to request a refund for my reservation. They also said that despite their “efforts” the hotel had decided not to allow a refund.

HOWEVER, in response to my Google review on October 18, 2024, the Hyatt Place Tempe/Phoenix Airport informed me that the 3rd party I booked with was never charged by the Hyatt Place.

SO, Southwest Hotels Concierge “appears” to have explicitly misrepresented their communication with the Hyatt Place Tempe/Phoenix Airport. My impression of Southwest Hotels Concierge is definitely unfavorable.

With the exception of one email from cs_suppliers@rocketmiles.agoda.com, (signed Southwest Hotels Concierge) all emails were from concierge@southwesthotels.com (also signed Southwest Hotels Concierge). It appears there is some “invisible” entity between Southwest Hotels booking.com and the Hyatt Place Tempe/Phoenix Airport. Perhaps more investigation is warranted?

We had a flight attendant that went above and beyond for my 2 kids and I. We had a rough beginning to our travel day but he made my experience so much better. His name was Brad. When we got onto the plane, there were no open rows. He got some people to move so the 3 of us could sit together. Then my phone had died and he let me borrow his battery pack so I could stay in contact with my husband. I will always fly southwest. Thank you so much Brad!