Southwest Airlines
Reviews and Complaints

My flight from Providence, RI to Houston, Tx on December 29,2022 was cancelled while I was at dialysis. I had to rebook my flight for January 1, 2023. I subsequently got food poisioning from a restaurant I had to go the prior night thus resulting in rescheduling my flight to Houston for January 2,2023. More importantly, being a dialysis patient, luckily the American Renal Dialysis Center of Johnston, RI was able to accommodate me for two additional days. I hate to think of the consequences if I couldn't be rescheduled. Due to my flight being cancelled on the 29th of December I was unable to attend preplanned New Year's activities. Very disappointing.

I am a long time SWA customer, as evidenced by frequent flier account (#[protected]). I am usually very satisfied with your service. However, this recent episode was unacceptable. I expect some form of compensation for the aggravation, loss of New Year's activities, and potential dangerous dialysis situation. A round trip ticket/voucher would show good faith on your part and satisfy this now disappointed customer.

Jan 2nd at Houston hobby, gate 23 at 5:45 pm

Yes he was not here at the correct time but the plane was still at the tarmac and the jetway had not been recinded. It would have been a matter of waiting 30 seconds. Over hearing the conversation he had been delayed here for 3 hours and just lost track of time. Most of the time I would be on the airlines side but not for this incident

I cancelled Confirmation # 4SIBIN and rescheduled flight o Confirmation # 2JLT77.

I now learn that the large price difference is due to the fact I neglected to move all flight credits over to offset the cost of 2JLT77.

In speaking with a SWA employee this morning I am told SWA cannot recover the $ charged to my c card that paid the balance - and use credits instead - since it has been over 24 hours since the flight was rescheduled.

I am happy to provide you with my phone log from Spectrum Mobile, documenting the 30-45 minutes I spent on hold, attempting to deal with this immediately after it happened yesterday. It seemed that my call finally worked its way to the top of the cue as there was a ring on your end - only to have the call disconnected with no anwer. It was late at night for me and I needed ot go to bed.

I am requesting SWA to apply all available credits and issue me a refund for the same amount that was paid by my Amex card. Thank You - Tom Magnus [protected] [protected]@gmail.com

We had planned to fly from St. Louis to Tulum on dec 25 and stay there till 30th. Our oldest daughter was going to fly directly from Austin to Tulum. Our flight got cancelled from last minute and she had boarded the flight to Tulum already. We were still ok with that with the hope that we were going to be booked on next flight to Tulum even if it was a day or even two late. But nothing was offered and nothing available for the entire rest of the week. Our Hotel refused to reimburse our stay. Our daughter was stuck by herself in Tulum and had spend entire Holiday week away from her family. We understand the trouble southwest airlines is currently going through but we would like to be compensated for the money lost for no fault of ours.

Good Evening... Although it is not a good evening for me!

I trusted you with the return trip from my Christmas home for the first time in 6 (possibly 7) years. It has been a wonderful time home visiting with family until I received your email this morning about possible "impact of travel on Thursday, December 29th" followed by your text saying the 3rd leg of my trip from Boston to Chicago to Dallas to El Paso has had the Dallas to El Paso cancelled... well I have tried a train, bus, ALL other airlines from Dallas or other locations, renting a car for the 12 hour trip from Dallas to El Paso traveling by myself and the only option I was able to book was flying from Hartford, Connecticut (3 hours from home vs 75 minutes to Boston from home) to Chicago to El Paso to the tune of $1,978.60 vs the $404.48 I have already paid you!

I am very sorry but I am putting in a claim for the full $2,383.08 and this does not include any reimbursement for the additional travel expenses to Connecticut from New Hampshire.

Katie E Robertson

Southwest Reward #[protected]

You should be ashamed of the way southwest is doing business and stranding people, losing their luggage and making so many lives miserable at a special time of year.

I purchased 4 flights and paid extra for this particular flight because it was Tobe a no flight change. I indicated all passengers were to fly together and that there was a disabled child. Southwest over booked the flight. I had to carry my disabled 9yr old son and he had a seizure in airport and they lost his rescue medicine. This was the most discriminatory event I have ever experienced and to be told to carry him since he’s my child was distasteful and to be told will issue you a voucher as an effort of good gesture was also a smack in the face

Flight 930 Missouri to Phoenix one of the worst so far with Southwest Airlines. My family and I Check In as they request online, Southwest request customer to do, so you can get a seat - no seat assigned to customer so you check in early so you can get a seat with family. Our, family of 3 was assigned A31 B1 & B2. as we board the plane everyone had there bags on seats? But, the one that pissed me off the most was a employee of Southwest who was on standby held several seats for her family, who was section C - standby, meaning you take seats that are available, not reserve your seats for family. So, why honor the Check In system. If everyone is reserving seats or holding seats, that's B/S. My wife, was sandwich between to fat people, yes fat, for 3 hours, by kid sat next to a guy who smelled like walking weed plant. Southwest is turning into Spirit Airlines, I may start flying United Airlines instead.

On August 6 2022, in attempting to get our boarding pass and check in luggage at Baltimore International Airport, my handicapped wife and I asked for assistance from a Southwest Air employee. Requested assistance is required under the ACA law administered by the US Dept of Transportation. There is no designated handicapped passenger ticket counter at the Baltimore Southwest ticket counter. SW employee told us to get in the ticket line. A snaking line that got us to the ticket agent after 16 minutes of standing for my wife with MS. I asked the ticket agent who gave us our boarding pass for a wheelchair for my wife. The ticket agent pointed to us that we need to walk about 150 feet to the wheelchair assistance area. I noted three wheelchair assistants sitting there. Both SW employees ignored the request for handicap assistance.

I filed an online complaint on Aug 8th 2022 with Southwest Air. Was given a case number and the SW online response was that someone would address my complaint in 30 days. In the complaint, I referenced both of our Rapid Rewards numbers which has our phone number and email addresses. I filled out the complaint form with a misspelled email address. On Aug 30th, I received phone call from SW asking for the right email address and advised that someone would contact me in a few days. At this writing, no contact made by Southwest Air.

On Sept 11th I returned home from Punta Cuna on flight 822, but with out my bags. We were told to fill out a claim for our bags so we did with all the necessary information. Was told we would get out bags on Tuesday. Everyone received their bags except me my bags were delivered to my daughter

House who lives way on the other side of town. Why this happened I really don’t know. When all my information was given and I all so had a name tag on my bag. This was really ridiculous. What was the purpose of taking my information if you weren’t going to do what you were supposed to do!

Really an inconvenience for me and my daughter.

Debbie Braswell Roberts

Southwest plane from Austin Texas to St Louis landed at 9:18 p.m. in St Louis 10:15 p.m. we are still waiting for plane to get to the gate so they can get off plane. 45 minutes sitting on the tarmac waiting to get to the gate what the hell is going on with Southwest. Again 45 minutes they have been sitting on the plane waiting to get to the gate so they can de-board this is totally unacceptable what is going on with Southwest airlines

I am filing this complaint in regards to my brand new suitcase being damaged by your airline baggage handlers. I flew to new orleans on saturday 07-09-2022 and returned on tuesday 07-12-2022 arriving in houston around 6;30 pm on Southwest flight#1604. My suitcase was fine when I landed in new orleans on saturday and even returning to the airport on tuesday. But when I picked up my suitcase from the conveyer belt, I discovered the bottom sections around one of my roller wheels was severely cracked and broken. I took photos of the damage and I am extremely frustrated, because my luggage has been damaged and destroyed over the years by the airline baggage handlers. I have sat on the plane, looking out of the window as airline employees threw everyone's luggage from the airplane to the ground. I cannot put anything fragile in my luggage because most of the time it ends up broken( enough is enough).

My husband and I have combined Travel Funds totaling $1303.92 which will expire 22 August 2022. We were hoping to travel to Erie, PA, via Cleveland, Ohio to visit great grandchildren. However, a 2 members of our family got Covid, another is facing mitral valve surgery. We are unsure if we will be able to travel prior to the expiration date of these travel funds. Is there any way we could extend the expiration date without penalty.

CONFIRMATION #4SY5AE.

Rapid rewards for Irene D. Starr [protected]

Rapid rewards for William M. Starr [protected].

Any assistance will be very much appreciated.

Reservation 4ho21q we arrived at austin and the screen said now loading at 8:30. Then another customer approached us in line and said they cancelled the flight. The board was never changed. No one at southwest said a word so we stood in an extremely long line along with many others, once we finally got to stand the then told us it was cancelled. We asked why and got many answers from your staff. Too many planes in the air, bad weather, covid in the tower. We asked for cab fare and rooms, and they said they would not help us, of course we were out over $300.00 for this. We saw on the news you had a pilot strike and there was no bad weather in panama city beach. I expect a refund for our put of pocket expenses.

I was on flight 1274 which was delayed for over a hour on [protected] and we had to change gates 3times. Then when we finely got on the plane one of the flight attendants did nothing but complain about being called in to work late at night. The flight was leaving Den to Atl. We got to Atl 3am. The last thing we wanted to here is how she did not want to be there at work. A specially after being delayed for over a hour & having to run all over airport going from gate to gate. The lady was a blonde & looked to be in her upper 40s to early 50s.

Went on Mexico vacation and was stranded due to Southwest not updating the transportation service on my flight details had to pay for my own transportation and I have been trying to get a refund and they refuse. This is unacceptable and I need to speak with someone who is in charge because this is not my fault you all are taking people money without a reason My family and I finally got to take a vacation after losing so many to covid and the first vacation I take I get hustled and stranded on the resort. I am not happy and I want someone who care enough about their customers that they are not willing to lose a customer over a couple hundred dollars. I mean are you serious is this the type of customer service Southwest give after people have been without jobs on unemployment losing lives you chose to take advantage of them. I can not believe this and I need results.

This was the correspondence I received on August 27, 2021

c/o Laura Sanders

Dear Laura:

I was wondering if I could ask for your assistance.  You sent the below memo last August and my wife & I have been unable to use the $150 voucher you sent. On top of that I have since retired, and my company has taken my company computer.

My email has changed, and I have tried to find this voucher with NO luck! did find this email you sent and if you look at your records you will see that I have NOT used it.

I was wondering if you could be so generous as to send this again to me, so we can take a summer vacation on Southwest?

My new email is :  [protected]@gmail.com

Thanks so much for your consideration,

Kevin Watteyne7601 Grand Oaks Cir Lincoln, NE  68583

402/250-3448

Dear Kevin,

We realize that things did not go as planned during your recent travel with us. It’s important to us that you have a good experience, and I want to take this opportunity to apologize for your disappointment.

During the summer months when our flights are booked to capacity, any delay, especially a weather delay can create disruptions and limit recovery options in the days to follow. Our aircraft and Crew Members become displaced and must be rescheduled, and flights may have to wait for a gate to become available due to delayed departures.

Ultimately, we know these disruptions created a lot of frustration and disappointment for our Customers who may miss special moments and events. From the ticket counters to our Baggage Service Offices, we know you depend on us throughout your journey, and we realize the crucial role that our frontline Employees serve in communicating and in going “the extra mile” to help our Customers. We are working to staff the right number of Employees in the right areas, at the right time, and we have Teams across the Company working to ensure we provide the level of service you expect.

Along with my sincere apologies for your overall experience, I am sending you a $150.00 Southwest LUV Voucher as an invitation to fly with us again. The voucher will come in a separate email within the next 30 days and include instructions for use.

We are grateful for your business, and we look forward to welcoming you back onboard again soon.

Sincerely,

Laura Sanders

Southwest Airlines

Southwest Airlines Response to your Inquiry (Case #[protected])

southwest.com | Flight | Hotel | Car | Rapid Rewards | Travel Tools

I like Southwest Airlines and I take them as often as possible for US domestic flights. I give them a 5 star rating in comparison to other airlines. I have rarely been let down by there service when compared to other airlines in US.

However, one of the issues that is very frustrating with Southwest as well as all airlines is the number of people who abuse the service to pre-board and wheel chairs. My recent SW flight was delayed at DFW by 30 minutes because they could not get a wheel chair passenger off the aircraft. They could not find a wheel chair for the eighth wheel chair passenger. There were eight passengers getting off and eight wheel chair passengers waiting to board.

We finally boarded late and when we arrived in Orlando and at baggage claim, one of the wheel chair passengers got out of her wheel chair, collected her two heavy bags from the baggage belt and walked out to the ground transportation with out any issues. She, as well as many other abusers did not require the wheel chair. She, like many others, abuse your system to get priority boarding, a paid personal assistant to push her to the gate and to baggage claim while the rest of us who paid $25 extra for early boarding must wait for those who abuse your system (as well as other airlines) for these fakers to board free before the ones who pay for early boarding,

If I must pay $25 to board early but only after the wheel chair crowed, why are they not charged $25 to be pushed all over the airport and board in front of the ones who pay you to board early. I am 76 years old and I guess it would be easier for me to order a wheel chair than pay you $25 for every trip I take so I can board early for free.

I suggest you require a doctor's authorization for a wheel chair passenger and charge $25 for the additional service for the wheel chair attendant, etc. This would stop this abuse by this crowd. It is a very frustrating carnival to witness every time I fly on average twice a month.

I contacted the Southwest representative to assist with 3 roundtrip tickets. We were on the phone over an hour. I was apologized to over and over. Due to being legally blind, I asked her was she certain she had everything correct. she assured me her extra time had everything correct. I sent the information to the other travelers and to my discovery, 2 of the reservations were incorrect, which could have caused me a lot of money! I contacted the southwest reservation specialist, they told me I had to pay another $40! It was not my error! And to add, the original flight we were to reserve was in the pricepoint that was discussed, now I have to pay more for her mistake. I'm very disappointed that consumers are treated as if they are wrong for seeking credit or some form of courtesy for the error of your employees. I'm truly disappointed in Southwest!

To Whom It May Concern:

Our entire family, all 6 of us were planning to leave to go for a Memorial Service and also incorporate our dream vacation to Puerto Rico but hours before we were leaving for the airport we got texts on our phones that the flight had been canceled. Nonetheless we went to the airport anyway. We got there on Saturday, April 2 around 4am. We were told that 3 of the passengers could travel on standby and go ahead and fly out leaving the others behind. So it separated our family. My husband and I along with my daughters fiance were left behind. We were at the airport from 4am until we finally flew out around 3pm.

We had to fly from Phoenix Sky Harbor to St. Louis then to Ft. Lauderdale then to Puerto Rico. We arrived in Ft. Lauderdale around 9pm and were told that the next plane to Puerto Rico would not be until Sunday April 3 at 5:30pm! Between all of the layovers we were stranded in the airport for about 38 hours! That is highly unacceptable for someone with a disability. When we got to Ft. Lauderdale there was no one around and all the concessions were closed. We had nothing to eat or drink for hours. That is unacceptable because I also have medical issues and needed food.

When we finally arrived in Puerto Rico I was unpacking our luggage and because there was a rain storm in Ft. Lauderdale all of our clothes were soaking wet and we had nowhere to dry them.

We were also going for a Memorial Service which we totally missed. We also lost 2 days of our vacation, 2 days at the AirBNB that we rented and our dream vacation became a nightmare! The airlines kept changing the gates on us as well. No one offered us hotel rooms or a place to lay down instead we had to lay down on the floor.

The confirmation numbers for all passengers are the following:

39W8BL & 38Z3FB

If you need to contact me to discuss this issue please contact Jose Perez, my husband at [protected] or by email at [protected]@gmail.com.

Thank you in advance.

We were scheduled to fly out of El Paso to Las Vegas on March 13 at 635am boarding time. flight 1050, conf 3QQIW7 ten minutes before departure the flight was cancelled. My daughter was supposed to get married there. We had to rent a car and drive out for over 15 hrs. payed over 500.00 in gas and travel expenses we weren't anticipating. We were told to call SWA for travel credit. I called multiple times and was told to email them direct which I did to no avail. I have used any means to find a phone number to contact anyone directly and cant find any at all, Is this company that private? Who can I speak with directly?