Southwest Airlines
Reviews and Complaints

On November 31st, my daughter, Cassandra LaRose and her daughter, Adeline LaRose were traveling from St Louis Mo to Nashville TN on Southwest. It was storming and when they arrived back to Nashville and the conveyor belt broke. They had to wait at baggage claim for the belt to be fixed. EVIDENTLY, they left the luggage outside in the open, pouring rain, as her luggage was DRENCHED, SOAKING WET when she took it off of the carousel. She had electronics, blow dryer, curling irons, flat irons, and MOST IMPORTANT, a BOOK that was given to her as a child that i gave her as a keepsake for her daughter and the Book was SOAKING WET AND RUINED! This is UNNACCEPTABLE! i fly Southwest all year long for all of my business flights, along with my company, and i am completely infuriated by what has taken place now and don't know if i can fly Southwest anymore, or put my family on it. Please tell me WHY Southwest would do this? Flight CONF UC4L5L

I had a $20 travel fund remaining and decided to book an unnecessary flight so I can at least use it. I book a flight and notice that my schedule cannot make my returning flight. I call back to see if I can change it to fly back (return flight) a week later and the agent that is helping me tells me that I cannot do that due to the travel funds expiring 2 days beforehand. Now my complain is why do you guys tie my extra money spent with the $20 travel funds and rob me of my money? Ex: If my flight was $120 and I had to spend extra $100 for that flight, I now cannot use that whole $120 because the expiration date cannot let me fly back a week later. You guys are outright robbing your customers of their money and travel funds should be used just like cash back money on a credit card. Applied and not applied when refunding. This is robbery and you guys need to be ashamed of it.

Southwest Airlines flight 4682 on October 26, 2019 - Sea-Tac to Denver. We left Sea-Tac at least 90 minutes late due to plane maintenance issues, so we did not make our connection on flight 3185 to Atlanta. Southwest staff booked us on a flight to Atlanta four hours later. When we arrived in Atlanta our luggage was not there.

When we asked why our luggage wasn't there the SW staff said, in a not so pleasant tone, was that they had to balance the plane, so the luggage had to match the amount of the people. Unfortunately what this staff person didn't realize is that my very observant husband noticed that they were loading mail like packages into the plane from Denver to Atlanta before they loaded any luggage. So really our bags got left in Denver so that they could take a pay load of packages. Our bags should have been loaded on the plane first since we where there four hours earlier. Hmmmm!

So the same SW staff told us that they would have our baggages delivered to us the next day. My husbands medication and medical equipment was in one of our bags. The next day other staff tried to tell us that they couldn't deliver the bags for three days. My husband politely explained to them that he needed his medication so they finally agreed to deliver the day they originally told us.

When the bags arrived on the 27th, we noticed that the outside zippers on our luggage where open. My husband mentioned it to the delivery person, who immediately said that he didn't open them. When we opened our bags we noticed small items were missing. They were:

Husband's Birthday card
Paperback book
Three pairs of socks
Envelope of security paperwork

Yes, this isn't a major theft but it is really the principle of this whole situation. We entrusted our items to Southwest and things were missing. I have never had this on any other airline I have flown.

Also, since I didn't have the cloths that I had packed, I had to spend another $30 buying cloths to wear the next day.

Southwest used to have great reputation for customer service and security. Not once during this situation were we asked what we thought should be done. The explanations and consideration for our situation where lame and unprofessional.

I don't really need compensation as it wouldn't be worth the time (money) for your company to write the check. However I do want you to understand that who ever you are having handle our bags that is stealing from us, is really hurting Southwest's reputation and makes us not want to fly with your company again. Maybe your company should fix this situation now before it affects your bottom line.

Heather Martin

South West
I was on another flight with Southwest. I have watched several people "hold" seats for others who don't exist. Then enjoy a open seat next to them for the flight.

This last trip from Ft Lauderdale to Providence. It happened and effected me. My gal pal and I wanted a couple of seats near the front. I got up twenty four hours before to make sure I got a good boarding group. I got a A group boarding pass. When I boarded.

This lady said she was holding the middle seat and window seat for friends. When we went farther back in the aircraft to sit. I was able to watch as no such friends boarded.

I did not confront her. I have watched this behavior three times on Southwest flights.
No seats should be allowed to be held with southwest. They are taking advantage.

You should hand out vouchers for familys who are seperated and only let those folks be able to hold seats. Make the individual show the voucher. Whats the sense of trying to check in early if you can't have 1st choice as you board.

I have booked my next flight with American. Enough of this BS.

Brad

My return reservation on Southwest airlines from Charleston, SC to Portland, OR on Monday October 14th, 2019 at 4:40 pm was cancelled without notification. My preferences are to have a text msg sent to me should any issues arise. I had been in town with family & friends that had flown in for a wedding. I checked my flight Sunday morning, everything looked good. The check-in button appeared, I clicked, I was checked in. I thought this odd but had no time to call Southwest as we were packing up families and cleaning a house we rented. Check out time was 10:00 am. I forgot to call Southwest, headed out with family for the day. Late that afternoon I checked into a hotel, called SW as I noticed my flight had been changed with a depart time of 6:00 am the following morning! This flight was not going to work for me. CSR Monica said Southwest had scheduled my flight on the Boeing 737-Max & this plane is grounded. I told her I was aware of this. In fact, there is a notification on the SW website stating the plane is not in use. Monica stated Southwest has been lax in notifying hundreds of people of flight cancellations. I had to pay for another night at the hotel. I have requested reimbursement from Southwest but received a letter stating this is not their policy, was provided a $50.00 voucher instead. This is not acceptable to me. I have flown Southwest for years but will not do so in the future free bags or not. I will bring an oversized carry on like other individuals do and fly another airlines. Deb, Portland Or.

On 10/18/19 i boarded a plane to San Antonio Texas flight 314. First off it was horribly booked to capacity and we were informed upon boarding that the aircraft was down a restroom. The only saving grace was one of the flight attendants that was very sweet and understanding. My ticket had been changed by the airlines without my approval. This messed up my entire weekend stay in San Antonio. No longer was i leaving in the afternoon but i was given a flight that left almost 10 hours earlier. Which caused me to have to cancel multiple plans with friends and hotel and car reservations. I ended up staying in an airport due to your inconsideration from midnight until 0330 in the morning when TSA opened and I was able to check in for my flight at 0550. Flight 4407. The only saving grace was the flight crew that was assigned to our flight from San Antonio to Baltimore they were by far the best crew I have ever encountered and I have been flying for over 40 years. Unfortunately they were replace for the last stretch of my flight from Baltimore to Tampa. I can honestly say that between my treatment from southwest airlines and that of recent family members i am not looking forward to ever flying with you again.

On 6 Oct 2019 while waiting in line to board flight 2780 from MDW - STL I witnessed the rudest most condescending gate agent in my 25 years of travel. Annette made announcements for the boarding groups and when a mother and her daughter attempted to board in A, she became very upset and made a scene with the lady and her daughter. The lady explained her daughter was not old enough to board alone and she was A list preferred. She said no it was not allowed. Next a husband was going through with 2 roll on bags for he and his wife who was a few places behind him in line and she said no it was not allowed. Last my situation, I am active duty military and come to Chicago about once a month on temporary duty. When boarding in civilian clothes after A group she explained it was SWA policy to be in uniform. I explained to her this is my uniform... civilian clothes due to my job. She said you cannot board I said why not she said because I was not in uniform and threatened to call the cops if I continued boarding. She then called her supervisor Art who reiterated the same thing. SWA should allow for active duty to board regardless of uniform status. Due to the unfamiliarity of gate agents with military they should be charged with reviewing ID cards only. I have boarded without incident for the last 3 years until now. DOD gives a lot of business to SWA, the least expected is for our military to be able to bird minus uniform like other airlines have implemented. Thanks for your consideration.

Felica young

Southwest flight #2180 bound from Ontario California departed @ 7:25 pm to Oakland California landed @ 8:40 pm. After the plane took off and flight attendants started serving drinks and since the plane was stable and flying smoothly, I got up to go to the restroom because I really need to go to the so bad. But the flight attendant STOP me to go the restroom. She said that I need to go back to my sit because the seatbelt light still on. So I went back to my sit despite of the discomfort of not being able to empty my bladder . I waited and waited for the seatbelt light to turn off but it never did The whole time of flight the seatbelt light stayed on. What really bothered me is this on duty flight attendant named Dawn ( That's the name she gave me) did not stop those other passengers who got up to use the restroom while the seatbelt light was on. I felt discriminated . I wondered if is it because I would be blocking their way while serving drinks and snacks or she just decided to give me a hard time because of my skin color. I wanted to forget about this incident but the discomfort I went thru from holding my bladder was unbearable. What are your rules in terms of Restroom use during inflight? Is there any emergency exemptions in terms of restroom use specially when there's no bad turbulence ? I was able to use the restroom anyway but the wait seemed forever. I know you have strict rules about keeping seatbelt on when the seatbelt sign is on but can your attendants at least show fairness in treating your customers. If it's not ok for one person then why it's ok for others . Pls I appreciate a feedback regarding this matter.

Visited Maryland for a day and checked my hand luggage through as baggage because I was bringing a bottle of sauce for my sister. When I arrived at the carousel it was turned off and the luggage was already removed by a staff member. As I packed up to return the same day I noticed that one of the wheels was broken, not like that before, so I made a claim and it was denied. I'm a very dissatisfied and disappointed customer.

I'm a little person at 4.5 ft tall. They refused to let me place my purse under my own seat because "it wasn't my space-it belonged to the passenger behind me" supposedly. Although he wasn't using it. I begged flight attendant to let me place it underneath my seat and she grabbed it from me amd placed in overhead compartment where I can't reach it! I showed and explained my height, the available space and my concern over not being able to reach it. They embarrassed the [censored] out of me and created an unnecessary amount of stress and fear over my belongings being taken from me amd placed in overhead where I cant reach! The other flight attendant made a snarky comment about not being very tall either-as he towered more than a foot above me! I will never fly your airline again. This was my 4th flight this weekend and the only one to have an issue with my small purse being on my lap. Ridiculous. Rude. Embarrassing. And downright mean!

This is my yearly trip home to Jamaica to bring food to my family, I am a disabled
Vet that uses a wheelchair and like to get to the airport as early as possible to be able to get into one of the front seats they are the only seats you can stretch your leg out in. I arrived first and waited about 2 hours. Behind me the other disabled passenger where lining up when it is time to board for the last 10 years flying twice a year the wheelchairs are taken on first then strollers then priority boarding. The ticket check lady made an announcement to all the wheelchair passengers if you can walk please make your way to the plane. I raised my hand and said what are you doing? Five people in the wheelchairs jumped up faster than a rabbit with a fire under it's [censored]. I was floored. I asked the attendant to please wheel me on so I can get a proper seat southwest is open seating so its stressful every time I travel not knowing if I will get into the front or not. Luckily I did get my seat and this was the least troublesome part of this trip today.
Just before the doors closed the lady that pulled that stunt walked on the plane and told the flight attendant that 25 bags didn't make on the plane. I heard her plain as day but still asked the attendant did she say 25 bags didn't make it on our plane and he said No she didn't say that. Liar Liar, I hoped we were in the clear being we were the first to arrive. I looked down at the cart still filled with bags as we pushed off. Wouldn't ya know 2 bags out of 5 were left behind. There was absolute chaos at the carousel and I mentioned to as many confused looking people as could that 25 bags didn't make it here. I went over to baggage to make my claim and being disabled I was in line with my wheelchair. I was next to be seen then out of nowhere the passengers that were on the flight with me rushed the counter leaving me behind them. The Southwest clerks in Sangsters Airport in Jamaica were so rude and nasty. I asked what they do because I travel 3 hours up into the mountains to go home. They said well they may make you come back here. 1 bag had cold and frozen foods for my family here and the 2nd bag has the funeral clothes for my grandma that passed away last month. The funeral is in 6 days and I really hope the bags make it here. Why couldn't they let us know that 25 bags didn't go on why didn't they give us the option to stay back with them and get the flight tomorrow? I am stressed beyond believe my heart and head hurts really bad. I suppose any other time that wouldn't be so devastating but for now I am severely depressed. I forgot to mention that they also broke a brand new tv that I brought home for my grandpa who has never owned one. They just throw things around so hard. Tks to reading.

Today I boarded southwest flight 5490 from San Diego to Sacramento. I experienced the worst customer service representative while giving her the ticket to board. As people were boarding plane she pulled them out of the line including families making them consolidate items to the point a small Child pulled a carry on. Everyone in the line was horrified. She was curt to passengers, had no empathy to customers disabilities and limitations and was rude.

She is not a good face of SWA and needs to be reprimanded and sent to customer service classes.

Ana-Ernest Washington
9/6 #0891 SJD 01:15 pm HOU 4:50
#2139 HOU 6:20 pm to MDW 8:50 pm

Flew Midway our suitcase was wrecked. Stole all my makeup bag. Poured a sticky substance over clothes damaging suitcase, not funny. Unable to get out of the suitcase will throw out, washing third load of sticky clothes. Believe makeup stolen in Cabos no access to top brands, pray TSA Houston would not do. Ordered ID tags missing one left on our carry on, disgusting. informed TSA steals, Pray not true we had locks on our luggage.

My name is Kimberley Haynie. I traveled from CMH to MCO 08/12/19 (SMP2SY)I just purchased a 25 inch Samsonite Luggage / Side Spinner $130.00-the weekend before I traveled.

When I arrived at my hotel, 30 minutes later, I noticed my bag was cracked at the top, you could see thru my suitcase to the lining. I called Southwest and they gave me the number to baggage claim at MCO. I called twice and left 2 voice mails...NO ONE ever returned my call.

When I arrived at MCO for my return flight to CMH, I stopped by the SW office and explained what happened. NOT a very good experience at all. The associate at the desk made me feel like I purposely damaged my luggage and I was trying to get over. After about 45 minutes, her Supervisor agreed to give me a voucher for a brand new luggage, comparable to my luggage.

My new luggage arrived on 08/22/19, Traveler's Choice, definitely not comparable to my Samsonite. This bag is cheaply made and will not make it one trip for a flight. It will fall apart. The bag is also smaller than my 25 inch Samsonite and I ordered the 25inch.

Southwest has always been the Airline of choice for both my husband and myself. We are so disappointed and did not expect this from you.

I will gladly return the Traveler's Choice luggage and would like to be compensated with a 25in. side spinner suitcase that I paid $139.00 for.

Kimberley Haynie
[protected]@redroof.com

This morning at Houston Hobby flight #4 from HOU to DAL at 7:00 a.m. was cancelled without any notification. I didn't get the information until I was in the security line at the airport. I was placed on a 10:00 am but luckily went standby on the 7:30 a.m. and was boarded. I don't understand how SWA can cancel a flight without notification or explanation as to why the flight was cancelled.

How do I receive notification of cancelled flights and how much notice can I receive in order to change my plans.

Please advise.

Good day. My name is Kenesha Griffiths and I was on a flight from Fort Lauderdale to Montego Bay today August 23, 2019. Flight 6569. When I arrived in Montego Bay and took some of my luggage off the belt they were wet. On arrival home some items at the bottom of one suitcase was soaking wet with an odorless liquid. Nothing in the luggage was leaking. I've had to take items out and lay them out to dry including shoes, briefs, perfume box totally soaked and off bottle. The service was exceptional on the airline but not pleased that things I brought home for persons were damaged

CEO Mr. Gary C.Kelly, Southwest airlines Corporate office. I Helen Crump Williams had a flight from BWI to New Orleans on August 22, 20019 to August 26, 20019 my reservations was Made through a travel agent months ahead, my instructions as follow what's 2 call 24 hours before departure. So on Wednesday 21, 20019 I call southwestern airline at 6:30am to confirm my reservations after giving agent all my information she replied that I would have to wait until 1:40pm that same day.so I call back.my instructions led me to believe that if I called in for confirmation I would be able to board early untrue. Arrived at BWI on time went through security with no problem that's my gate 13 c miss the announcement at my surprise I was told I could not bored yet so I stood back line and all hell broke out as if myself and friend we're going to blow up BWI your agent Mac he would not give last name call customer service supervisor number two ground operation S.Andy Pollard whose title went to their heads he said that he was in charge and there was no one higher than him. Ok since I called 24 hours ahead of time I still did not get to board until last. By this time they were only two seats left, one of your flight attendants yeah. Grab a seat and sit down.Nowif it was grab any sit and sat down why couldn't the passenger just get in a orderly line and board the aircraft and as she said quote "grabbing your seat and sit down.this wasn't the case my friend and I were separated due to the fact we were the last ones to get on the plane. So my friend who's name and who paid for our vacation said customer service is really terrible. The flight attendant blew up in the front, next thing I know that Port Lord and the pilot and two other people I'm putting us off the plane, my question ? Why wasn't I given an option, I did nothing but yet they said you were with him so you got to go too. Security for southwestern airlines officer Peterson who was rude officer Williams who was very nice andtwo more officers as if we had a bomb or terrorist attack . I have filed a complaint with DOT and now another with this board we feel that my friend and I were discriminated against because where friend was sitting was across from two boy's and a man we felted that because our color of our skin and those two boy's the flight attendant blew it out of proportion and with that we lost a day and a half of all vacation and would like to become excited for our day and a half that we lost awesome your so-called supervisor people made a new reservation for us making us lose a whole day again did not let us know that we would have to call our hotel that we were staying in in New Orleans to let them know that we were going to be coming the next day let's just say we would to find somewhere to stay if there was something available. Now I know how Southwest treat their customers they don't care leave them out in the cold I am outraged. Concerning headquarters I spoke to a Tierra Turner file number of complaint [protected] which she claims the same know one higher than herself and nothing could be done about your employees putting off to hard-working people for know and reason accept authority that they thought they had. I would like to to get my money for the one and half day that my friend pay for and only gets attitude and ripped off and your representatives and supervisors assume there's nothing that can be done that we lost all money I also went ahead and called my travel agent to see if she could get us an extra day since you guys put us off of your play for no reason at all and she could not get us another day because they were booked I'm hoping that this will be resolved as soon as possible thank you very much and after this I will not be flying on southwestern yours truly sincerely Helen B Crump Williams thank you for this opportunity to express my opinion which we all have one.

I was on a flight 2881 from LGB TO OAK today ( 08/22/2019) . Im pregnant on 7th month, and i asked Flight attendant to help lift my carry on in overhead bin, and flight attendant told me if i can not lift my carry on i should've put in luggage. By the end random man helped me . Which is absolutely unacceptable to me. I think thats why flight attendant is there to help passengers.It was my first time flying with Southwest, and i guess the last one.

I flew southwest airlines flight 1272 on 8/15/19 (UQ7KH9) out of Pittsburgh to midway. The flight was canceled due to mechanical issues. I was delayed an additional 8 hours! I am seeking free round trip tickets for my loss of a whole day with my family in Iowa. I missed a scheduled food tasting for my sons wedding!

Second the "new" flight from Pittsburgh to Midway had a pilot that said-- over the intercom...drinks your drinks fast...pretend you are Brett Cavanaugh! Are you kidding? I was offended by his political commentary. Upon exiting I told the stewardess that I drink like Nancy Pelosi.
I was offended the whole way around! Please discipline this insensitive pilot.

Hello my name is Hortensia Solis, I flew out of Islip, NY airport on Saturday August 3rd. The flight Number was 5768 and left at 6:20am to Baltimore, and at 9:05am I made a second flight from Balitmore to San Jose, Costa Rica (flight number: 0602). My whole experience with this was a disaster. First off none of the check in computers were working, so I went to the counter. The people at the counter were very nasty and had a poor attitude. They treated me like I was a bother. The spoke amongst themselves in a good mood and joked around, but as soon as they spoke with a customer, the attitudes completely changed. Aside from the service, a luggage of mine was lost. I would like to know if there is a lost and found I can contact, or what procedures I can take to find my luggage. I pray I get a reply. Thank you - Hortenisa Solis.

Please email me at : [protected]@aol.com
Or call at: [protected]
My english is not so good so my nephew id helping me with all this and has helped translate. His name is Reinaldo Garcia.