Southwest Airlines
Reviews and Complaints

I checked the status of my flight which was 5250 to see the status and it said on time I got into Laguardia and got to the kiosk at the baggage ticket claim and I seen it was too late I was having trouble with the kiosk so the gentleman from Southwest told me to give him my drivers license I asked him if the flight 5250 on August 17, 2019 was delayed he did not answer me he handed me my boarding pass I asked him again he did not answer me I asked and employee of La Guardia Airport and flight 5250 was delayed he asked to see my boarding pass the boarding pass says time 10:45 AM so he told me know no and to proceed to the gate I never received a text or email from Southwest indicating that the flight was delayed I was on the phone with my son and then told him to leave I did not find out for sure until I got to keep 57 and then found out that yes the flight was delayed I called Southwest customer service they told me they can only take complaints about customer service that I had to complain online I had no money and was stuck at the airport for three hours my son was going to stay with me or take me out of here to get food and then when I was told and not told until I got to the gate I told him to leave I have been a customer of Southwest for many years I would like to know if you ask a ticket agent if the flight is delayed are they supposed to look it up for you and answer you because that did not happen and I am very very angry and disappointed in the service I submitted a pic of my emails received today and there is no emails from southwest about the delay. And the boarding pass says time:10:45 even after the delay. How you going to satisfy me as a customer from this negligence and bad experience

Good Evening
on 8/11/2019 @ 0905 I took a flight from Orlando Florida to Norfolk Virginia … While waiting to board... the agent rudely had me step aside because she wanted me to check my luggage in .. I downsize for a reason because I do not want my luggage trapped inside with others... and low and behold once I got to Norfolk baggage claim my luggage was damaged and I was pissed. I just purchased this luggage from Dillard's a few months ago and because of the mishandling of it it is now damaged
reservation number KVHN9i
[protected]

Adrienne Charles
[protected]
[protected]@yahoo.com

I have photos if you need them
request payment on luggage or feel free to purchase a new one in exchange for the one you damaged.

Showed up to hear my 8/11 flight was cancelled and only received a 200 voucher (received no notification beforehand of the cancellation). The ticket cost me 700 dollars. I told them I'm pregnant and will be missing my first doctor's appointment given the missed flight, and the 200 dollars isn't enough given my husband will have to take off work to accommodate the new flight (the next day) while also taking my first son out of daycare, requiring a babysitter. They stayed firm that that is all they could do. I get things happen but them snickering and laughing when I left made me feel so small. I've flown Southwest my entire life given the bag policy, previous service I've received, and affordable airfare. Now that I'm making a solid living, I will never fly them again, no matter the added cost from other airlines. I don't expect for anything to happen but when you're the small guy, sometimes all you can do is just file a complaint to get lost on the internet.

This complaint is in regards to flight 123 leaving San Diego airport in route to Dallas Texas scheduled for departure at 6:30 p.m. on 8/9/2019, in which it got delayed 2 hours. I receive notifications and the last notification I got was 8:50 p.m. I, Yanel Olvera, arrived at San Diego Airport at 8pm in which they would not let me get through the security checkpoint because the plane was taking off at 8:15 p.m.

So now I ask the question, why was I not notified about the early departure from 8:50 to 8:15 p.m.? Continue reading there's more...

So I walk up to the baggage check in with my stepdad, and I cannot believe the rudeness and poor customer service that I received all together from your staff. They try to make things right with Monopoly money, $50... I mean like seriously come on...

So because I did not get a notification although I got notifications before that about the delayed Air flight, I got denied. The gentleman at the counter asked if we wanted the next connecting flight in the morning at 6:30 a.m. and we answered yes. Soon after that my stepdad ask for the supervisor, and the gentleman was trying to make something up as to if he did not want to go get him/her. Amazingly enough shortly thereafter she appeared as we all tried to work together to find a fast solution. Things started out fine but then we were given a very unsatisfactory customer service by Mary Masotich, the female supervisor for Southwest Airlines. Actually my stepdad thought she did a great job until we were leaving and she's smarted off with saying, "yeah"... whatever happened to yes or no sir thank you and please? So after standing there for 30 minutes trying to find a solution, we found out that apparently the 6:30 a.m. flight was never put in the computer and somebody took that seat. This was nothing but a big mess and a rendezvous

As a result of all this, I will not be using Southwest Airlines no more hence my baggage was lost last year. I'm attaching a screenshot of the flight. I should have gotten on that plane even with the 10 minute rule, TSA guidelines.

Since y'all are corporate and if y'all want to make things right I will let you figure that out.

I got into Las Vegas from a Atlanta at 10am this morning for a military bowling tournament. I received one bag and I checked 2. The bag that is missing is my bowling bag with all my equipment. I was told that it was because it was checked late but would be here on the next flight which was at 2.lpm. My bowing bag still hadn't got here and they told me to check 2 different flights bags. My bowling bag still wasn't there. The woman who initially told me to come back at 2pm was very rude condescending and inconsiderate. No one knows where my bowling bag is and now I'm stuck with nothing.

I called a week prior to my flight, #1416 on 8/7/19 from Austin to San Jose at 10:25 am, about flying with my chihuahua. I was told to purchase a ticket for him for $95 which I did on 8/7/19. The lady who took my payment put a tag on the pet carrier with PNR: VMSV9P.

I sat at my seat with the dog carrier in front of the seat in front of me. Sharleen, the flight attendant, accused me of not paying. I told her I paid the $95 and showed her the tag on the carrier. She said, "Where's your paperwork?" I said the tag is what I received.

She then argued with me that I was blocking a child to my right with the carrier. I asked the child next to me to change places, and he agreed. She left and came back twice saying that I wasn't on the manifest. Not once did she ask me for my name. That seemed very strange to me.

I told her I didn't appreciate that she was wrongly accusing me of not paying when I had. As she continued to argue, I said I would file a complaint. She said, "You do that."

This whole experience was so unnecessary, and I thought her behavior was appalling. Another flight attendant who heard the exchange apologized to me as I exited the plane at the end of the flight.

PLEASE teach your flight attendants how to behave politely and not wrongly accuse paying customers.

I would like to be refunded the $95 I spent.

We had three people canceled on southwest flight from STL to LGA under confirmation number N2MCGH . We ended up not being able to get a flight the same day to LGA and rerouted to Newark. We lost out on rentals/ hotels and including a lot of money on a show we had tonight that we had to cancel. Is there any kind of compensation we can get towards all of this? It cost us a lot of money and this isn't the first time in the past few months. The company is about to stop flying southwest unless we get some sort of return compensation. And we book 9-11 people numerous times a month. Please let me know what reimbursement we can get.
[protected]@gmail.com

An employee and I flew into Charleston SC late yesterday. A man in a red jacket was helping my employee get her bags. She is not from the US. She got a little confused and took a bag that she thought was mine by mistake and with the assistance from the man in the Red jacket (I assume a Southwest employee). When we got to the Hotel very early in the morning I put the bag by her hotel door. She realized it was not my bag, and I thought it was hers.

I called Southwest to inform them of this error. We are here for work and do not have a car and both quite far from the airport as we took an Uber here last night. I was asked when I could return the bag and I let them know I fly back to Florida on Thursday morning. I was told that is not good enough. And I need to do this right away. I again informed them I'm am working, and I'm trying to be a good, honest, samaritan by reporting this quickly. I was told if I don't return it right away it could be a legal issue and the police could be involved. I could not believe what I was hearing.

I explained again that I am on a very tight schedule and must get many things done as I don't live here and fly out to Florida and then Maryland this week. I am a A list customer and so are my colleagues that also fly Southwest a lot. But I don't like being threatened by Southwest for an honest mistake my international employee made. Perhaps she did not understand the man in the Red coat at the baggage claim.

Southwest said it was not their problem as they did not take the bag. I asked if I could pay someone to come get the bag and I was told no. I called Customer Relations next and they said the same thing. I must return the bag immediately. I again let them know I'm on a very tight schedule and cannot return to the airport right now as I'm working. What are my options. I was told to return the bag as it's not their mistake.

I must inform our company executives to stop using Southwest as we work with international employees and due to English not being their first language mistakes can be made. And as Southwest seems to be very inflexible or come up with a solution in this situation I do not feel confident to use the services. We are a very good client and this is not good customer service for someone trying to do the right thing.

I flew in flight 2342, Baltimore to Rochester on 7/31/19. We were about to get onto the run way to take off and they explain to everyone the bad news that due to weather, we needed to wait there until the weather was better which they said was going to be about 2 hours. Then they get back on the speaker and say "good news, we found a new route and it'll be about another 15 minutes until we are ready to take off." About 10 minutes later they get back on the speaker and said there's more bad news and that it'll be an hour and a half until we could take off due to high air traffic. The last time I flew which was in March, my flight got delayed due to high air traffic. I'm sick of all these excuses. And the weather excuse was a lie because the weather was fine and they changed the story and said it was due to high air traffic. That's ridiculous. That should all be taken care of before they get people on the plane. And they should plan ahead so high air traffic is not an issue. It's very frustrating when all this happens and you're traveling with a small child. I also was inconvenienced by south west because after booking my flight, they said I had to change it due to whatever reason. Probably because of all the grounded planes. Point is, I use to have a great experience flying south west, but I'm tired of all the inconveniences . It's not worth it. So I'll probably start flying Jet Blue and close my south west credit card.

Recently my family went on a vacation together, in fact our first in about 6 years. My older daughter and son-in-law were boarded as a family with my grandson. My two adult sons, myself and 11 year old daughter were in boaarding section C, which ended up being the last people boarding. Why? Our tickets were not any cheaper than anyone elses! So we get on the plane, the stewardess tells us to sit in the empty seats and my sons find a seat. My daughter was again told to sit and she sat by two strangers and started to cry. I told the stewardess that she needed to sit by me, and I was told to sit. She did not offer to ask anyone to swap seats, etc. Thank you Southwest for starting my vacation off bad! Everyone aroung my was sitting by their friends or family. I dont appreciate the way my family was treated. Complete disreguard for my childs feelings. I do not feel like you can insure the safety of my daughter and with the way our sosiety is today, you have no right to choose where she sits! My child was scared and your stewardess did not care. I will choose to fly on another airline with my family from now on.

Good night first of all I with my family usually travel by SWA (although we are not frequent travelers.) Today we traveled from Houston to Punta Cana changing planes in Atlanta (flight 1238). We were 3 travelers my wife my granddaughter 11 y.o. and I and checked and got the boarding passes with an OK on the Documents at Houston Hobby ( first leg flight 3529) We purchased Early Bird and from ATL to PUJ got numbers 21, 22 and 23. The SWA staff running the boarding at ATL Gate 3 made an anouncement and on my best understanding if we had an OK on documents no passports were requiered; also no passenger who boarded before us was requiered to show passport but when my granddaughter handle to him her boarsing pass he looked at her for a while, said nothing to her not to us and using a lecturing voice remainded over the speakers again about the need of passports even did not talk to her so she was in the middle of the way confused. My wife looked for our passports while the SWA staff kept moving the line and letting board passengers who were behind us. I handled the passports and he asked me to match passport-boarding pass while kept moving the line to let more people board the plane, of course without asking anybody for any document just scanning the boarding passes and moving on.
My granddaughter was embarrased did not understand why us and nobody else.
I look like Hispanic and I am from Cuba like my wife but my granddaughter is born and raised in Houston and is a native english speaker. I would like to say that we still after that got good seats and the flight was excellent with the help of a very nice and decent crew.
Above stated is our perception you may look at the recordings from your side we have no problem with that. Currently we are in Punta Cana until August 9 (going home flights 413 and 254) prefer not to be contacted by phone until then if needed.
Regards
Jose A. Garcia
[protected]
[protected]@gmail.com

Greeting SW
My name is Alejandro Lenoir, I was a passenger on flight #3932 out of Birmingham Alabama on 7/7/2019 with a layover in Dallas TX taking flight #5070 to Austin tx.
I noticed on 7/23/2019 my M1 driver was damaged on my flight back from Birmingham Alabama to Austin tx back on 7/7/2019. Why it took so long for me to put in a claim? 7/23/2019 was the first time since returning from Birmingham Alabama I have played golf.
Flight #5070
Confirmation # QWHQAM
Ticket # 5262485430428

Thanks in advance
Alejandro Lenoir
For additional information please contact me at
[protected]

Hello my name is Warren Fikes,
I purchased a Southwest Airlines Vacation Package to Punta Cana, DR in of May 2019 and after all that was going on I canceled my trip mid June 2019. I've called several times to different dept. with the same answer and that was my air was refunded to your vacation part of southwest airlines on 6/28/19. I've been waiting on the charges to be returned or adjusted back to my credit card, so I could have booked another vacation package with your airline; but, at the this point, I am very disappointed with the customer service I was provided, thus far. Simply because, I was informed as of today that the airline portion has just been released 7/22/19. This has been almost a month after I was told that it was released on 6/28/19. Now I have too wait another month before I can have enough money on my credit card, to attempt to book another vacation. I'm very disappointed with Southwest Airline Vacations and I don't know if I will book with Southwest anytime in the future.

#DisgruntleCustomer

I traveled on Southwest on 6/29/19. The plane had a broken tail motor so there was no power on the ground which means no AC. It was 95 degrees outside in El Paso Texas. we were told to close our shades to help keep it cooler. It was a sold out flight, not a seat available. It was extremely uncomfortable. We sat sweating for 25 minutes. I had changed my reservation so my rates were EXTREMELY high for my tickets. I would like a refund. In all my flying expreience i have never had that happen.
Patricia Helm
Confirmation #LXJJYK
[protected]

made reservation for grandson to fly from atlanta to dallas on 6/4/19 when i called southwest phone number was redirected and the person that answered the phone charged $100. plus on credit card. found out confermation number was not legal and had to make reservation again. was asvised to contact credit card and card was cancelled and another had to to be sent. on the flight back to atlanta arrived at air port early but was told at that time flight had been canceled for maintiance said e-mail was sent but they had the incorect e-mail address even though the original flight booking was sent to the e-mail i provided them. grandson had to catch a late flight to arrive home on 7/9/19 grandson only 9 years old. so my time spent, money paid twice for parking my entire day ruined and also farther in atlanta went through the same. verry dissatisfied with the service and the plane returning to atlanta was an hour late departing dallas. confirmation (WLHC2G)

I am a disabled 63 yr old woman riding a battery operated scooter. The ticket counter was open so I scootered to the counter as I was the next person in line. The SW ticket attendant says: Why are you here.? I didnt call you! I said: Do you want me to scooter back in line. She repeats: I didnt call you and you cannot come to my counter. She walks around the counter to rip off tags on my scooter. Then refers me to a manager and refuses to wait on me and calls the next person behind me up to the counter. The manager proceeds to be rude to me and talks down to me. Again, she repeats that I cannot come up to counter unless called and asks me how my scooter is powered? I said it is noted on registration of ticket. She proceeds to tell me it isnt and I say yes it is-dry cell battery powered. She asks the weight of scooter and I tell her it is 35 pounds. I have to ask for my boarding pass and scooter security pass and licence and documentation of luggage check before they would give these items to me. The manager ticket counter attendant made comment that my luggage was damaged and she cannot guarantee the items would make it to Dallas. (She was very rude stating that inferring that they would further damage my items if I allowed them to take it) The ticket counter attendants including manager have an attitude that I work for them instead of them working for me. They are the RUDEST ppl especially to ppl with disabilities. Apparently, working and filling out security paperwork is too difficult for them and they try to turf the extra work to the other ticket attendants. They did not smile or say thank you or help me as I was traveling alone. The flight attendant on SW flight leaving 6:40am in morning did not help preboarders with difficulties walking either. They did not get preboarders seated and allowed the general boarding come down gangway filling up ailses. I had to take battery off scooter and had difficult time waiting in line without my cane to board. I almost fell on the floor before attendant asked me what was wrong. She didnt offer to help me to seat or clear aisles so I could get to seat. I was crying by the time I got seated. It is very difficult for me to fly even with aid of scooter but to get rudely treated at ticket counter and rudely treated by flight attendant about makes me want to try another airlines.
I dont want to fly this flight again.

Flight: WN 3287 from DCA to DAL
Confirmation Code: M5VGAV
When
Sun Jul 14, 2019 5:40am - 8:45am
Ronald Reagan Washington National Airport 2401 Smith Blvd, Arlington

I have been in Las Vegas for over 24 hours without m luggage. My sister and I flew in from Baltimore, we had one bag each and witnessed employees argue with each other in front of customers about how to handle luggage and who should tell whom what to do. Nonetheless clearly none of them should have been telling anyone what to do because the ones responsible for getting our luggage on the plane DID NOT. It is very inconvenient and inconsiderate and I am highly upset. I have had to sleep in clothes I wore on the plane, I have not been able to brush my teeth take a shower or anything. After filing a report for our missing luggage, we have been in constant contact with Southwest Airlines in regards to this matter. We were contacted last night at about 5 p.m. and told that our luggage has been located and our hotel would receive it between 6-10 p.m. why are we awake without our luggage? This is unacceptable and Southwest has definitely lost my customer service behind this. I am HIGHLY disappointed and we are here to enjoy our vacation and we have not been able to do anything because we don't have clothes to swim, sleep, to out etc. Southwest needs to refund us for our flight or a day lost on our vacation. I will be contacting higher power for something to be done.

Confirmation code: OW2QUT

My 78 year old husband and I awaited a delayed flight (#1717, supposed to take off at 2:45PM on Saturday the 6th) that was postponed TO 7:40 PM due to weather. We waited from 1pm to 5pm (when the time was pushed back further to 9:40PM) to finally be told that it was CANCELLED due to weather in NJ. (This was the second time we had this weather cancellation of our trips to Chicago. Persons in the Newark area told me that the weather was not bad at all...my guess is that the flights were over-booked.) I was incensed that we and other (even more inconvenienced by illness, etc.) travelers were made to wait over 4 hours to be told the trip was cancelled. I was expressing my outrage to the man who was trying to reschedule our flight and was interrupted by a "manager" who told me that I should not raise my voice. I was not yelling...but I was stridently speaking and a little louder than my usual voice. I told "Manager Robert Morton" I was not speaking to him, but he continued speaking back, asking me, "haven't you been watching the weather?", etc. I said I was speaking on behalf of the rest of the long line of passengers waiting and that he could have me escorted out if he wanted! He did not and finally moved away. He NEVER would have spoken to a man that way but he felt he could because I am a very petite (4'11") senior woman! I was told (keep in mind, my husband requires wheelchair access in the airport) we could get a flight to NASHVILLE and on to Newark and I told the person at the computer that I wanted a non-stop as that is what I paid for, initially. The soonest we could get a flight was 2 DAYS LATER! That meant cabs @ $100 and hotels at $400...not counting food, we had to pay an extra $500 for this trip! What made it worse that we did not have sufficient medicine on our persons, causing me to become quite ill from withdrawal for 2 days! ( A kindly attendant on our return trip Flight 671 gave me ginger ale and pretzels that did help with my symptoms. Her name was pronounced "Tee-ah") It was a horrendous experience, particularly because I was quite ill. Robert Morton COULD HAVE treated us with compassion and diffused the situation, but he chose instead to berate and insult me! I understand a formal complaint was filed on my behalf about him. He really needs some sensitivity training to learn not to berate customers, especially women who are half his size! WHAT A BULLY! Needless to say, I will not be flying Southwest, again, without it being a matter of life or death. We were fortunate to have seats while waiting for the 4 hours, but only because a nice gentleman gave me his seat and held his daughter on his lap. So many passengers were resigned to SIT ON THE FLOOR for hours! This is no way to run an airline, especially when people are paying top dollar, which I did. I don't think you will do anything but tell me how wonderful Southwest is or some other rote response, but I would like to see you prove me wrong.

I flew from Burbank Airport on Saturday, July 6th via Southwest Air Lines. The flight number was 4796 and I flew to Oakland, changing planes on flight number 0554 arriving at Portland Airport round 10:30. I am handicapped so I waited for the gentleman to bring the wheelchair and proceeded to pickup my suitcase. After some time we went to the area to find out what happened to my luggage. The woman said it was still in Oakland and they would deliver it to me on Sunday July 7th.

A Uber Driver dropped off my suitcase and drove away. As I was trying to bring the case into the house I discovered that I could not pull out the handle. I live alone so I had to try and maneuver the suitcase into the entryway. After I was able to get it into an area where I could lay it down on the tile I discovered the the entire Suitcase was bashed in on the top, the fabric was torn away from the frame and the area when the handle pulled out was smashed. My suitcase is totally destroyed.

I went to the Complaint section of you site and sent you a message on July 7th. I received a message back and again responded giving you my home phone number and requesting you to call me. Again, NOTHING.

After checking the email I received from the Complaint Board I noticed that you were not a direct link to Southwest and the complaint I send on July 7th did not reach you. Again I am trying to get this issue resolved. It is probably easier for me if you call me at [protected] but you can also reach me at [protected]@gmail.com. I fly to Burbank, Orange Country and Hollywood Fla airports every year and I prefer going Southwest because you do not have assigned seating. I can walk short distances but anything more then a few feet becomes a problem. I have always had confidence in your company but if this is the way you treat people that have their luggage destroyed and you choose to ignore the situation, I am beginning to have doubts about traveling with you again.

Again I will wait to hear from you. Hopefully we can take care of this problem. Again my home phone number is [protected] or you can reach me at [protected]@gmail.com. My confirmation number was QNG7QA and my ticket number was [protected].

Thank you in advance,

Babette Flynn

My family and I were delayed in Ft. Lauderdale due to a storm. The staff there did a great job letting me know about updates. We finally got on the plan nearly 5 hours after we were scheduled (flt 754 to Dallas on 7/8). We didn't leave at that time because the pilots were allowing others to get off the plan because they people were not going to get their connecting flights. We were also delayed to allow others on standby to get on the plane.

As we got closer to Dallas, I asked the stewardess if we could get off the plane first to get to our connection to Albuquerque. She let me know that "they" know we were on the plane and they would wait, but it would not be possible to allow those of us to get connected flights off first. (This is something I have been afforded on other airlines.) There was also supposed to be someone in the terminal to help us - NO ONE was there at 12:30 a.m.

When we got off - we found a sweet SWA lady who was trying to leave, but took the time to help us. I wish I could have remembered her name. She called the gate but the plane took off 10 minutes prior. 10 MINUTES! Then she gave us the information for hotels or options and the number for SW Customer Relations. The first 3 hotels had no rooms available. Due to the 4.5 hours we had to get ready for our next flight out that was rescheduled the next day, my family and I camped out in the airport. I had NO luggage because I had checked it from FL. The area was freezing and I have a terrible respiratory infection from the night. When we met others on the flight to NM, they reported the same bad issues of communication. One family spent $150 for a hotel for 5 hours.

I would really like someone to contact me at [protected]. I realize there is nothing that could have prevented delay due to the storm, but the lack of communication and the fact that we were told the wrong information from your employees is deplorable. You should have had an employee at the gate helping your customers with information. Your kind pilots in FL resulted in many of us not getting our connecting flights and cost a great deal of money, or caused great inconvenience without consideration of the fact that some of us couldn't get our luggage and get any supplies or warmer clothing.

I have flown many times over many years, but this was the worst experience I have ever had with any airline company. I look forward to someone in a supervisory position to call me.

Cathy Baehr