Southwest Airlines Avis 

Southwest used to have amazing customer service. It is definitely not the case anymore. On a flight from Cancun to Houston, we were in row 3 but all the overhead bins were full. The flight attendant was so rude and said oh well, you’ll have to put your bag in the back. I asked her how I would get my bag after and she said I’d have to wait until people were off the plane to go back there. Totally not friendly, not helpful, and really just rude.

Had absolutely the worst flight ever. I’m exhausted the first flight kept getting delayed for more than an hour, so I almost missed my connecting flight which ended up arriving at midnight, and then they kept us waiting on the plane for another 30 minutes.”

We kept on being delayed 30 minutes at a time like four times, they started offering us drinks and snacks is frustrating. I guess we’re flying into Denver and the wind was causing problems.
We finally made it into Denver and my connection was taking off in 10 mins according to the app. The pilot on the loudspeaker asked the non connecting flight passengers to allow connecting passengers off first. “ if there was any humanity left” we got halfway up the aisle when a younger woman stood up and said “ we’re all in the same boat Dude” I asked oh your connection is in 10 mins too? It was not. What a Karen! In any event at that point only one lady stayed back and Every one deplaned that was ahead of us.. so much for humanity right?!?
We de planed assuming we missed our connection, running to the gate ( no carry on ) the gate asked if it was us? She said they were waiting and we were the last passengers.. we sat and I personally was physically shaking, they waited and loaded our luggage and we arrived home 30 mins late is all!! We got our luggage too!!
When I deplaned I shouted to the pilot, thank you for waiting, he said your welcome.
5 stars for making us feel important in a time of anonymity, social media, and cell phones.
We will fly Southwest with pride knowing you respect us as people not just a seat number!
Thank you 🙏

Unfortunately, I experienced a delay of over four hours, which is understandably very frustrating. However, Joshua went above and beyond to make a difficult situation much more manageable.

What stood out most was his professionalism, patience, and willingness to actively look for solutions rather than simply accepting the situation as “it is what it is.” His demeanor and genuine effort to help made a significant difference in an otherwise frustrating travel experience.

Joshua absolutely deserves all five stars! ⭐⭐⭐⭐⭐

Thank you, Joshua, for taking the time to help me, listen to my concerns, and make an effort to find a solution. Your customer service was truly appreciated and did not go unnoticed.

I’m very disappointed with my recent experience with Southwest Airlines.

My husband and I are traveling together, and I specifically paid to select my seat so that we could sit together. I was then notified that Southwest changed my seat and would be issuing me a refund for the seat selection.

What is especially frustrating is that my new seat is seven rows behind my husband and is a middle seat between two strangers. I paid for and selected my original seat for a reason, and I would like to understand why I was randomly selected to be moved rather than another passenger.

While I appreciate receiving a refund for the seat I paid for but did not receive, the refund does not address the inconvenience of being separated from my husband or being moved to a considerably less desirable seat.

I would appreciate an explanation of how Southwest determines which passengers are reassigned when a previously selected and paid-for seat is no longer available. I would also encourage Southwest to reconsider how these situations are handled, particularly when passengers have paid in advance specifically so that they can sit with their traveling companions.

This experience has been very disappointing and has made me question the value of paying in advance for seat selection if the seat can later be changed without the passenger’s agreement

Southwest Airlines used to be a pretty good airline. No so any more.

I used to fly Southwest a lot as it was convenient and was a value provider. However, I will not fly them again. I live in Hawaii and thus fly back and forth regularly. I usually fly Hawaiian however recently flew Southwest as they had a convenient direct flight at a time that worked better for me. What a huge disappointment. In booking my ticket, there are not seat premiums ranging from roughly $30 to $105 for seats that previously were a $0 add. Even though the flight was half full, they still wouldn’t change seats for me just before boarding unless I paid the premium. Interesting - the majority of the $104 upgrade seats on our flight were empty.

Such a disappointment #loveHawaiian

The website is incredibly buggy - every time I wanted to upgrade, or add a bag, or make a change, I would get an error.

Every interaction required me to call the call center - where I was constantly belittled and gaslit.

Awful website, awful customer experience. Not even the cheapest airline.

No idea how they are still in business.

I decided to fly Southwest while I had other options and my plane ended up delayed for 3 hours in Lubbock Texas while I missed my connecting flight to Pittsburgh from Dallas Texas. That was a horrible experience and I don’t think I will fly Southwest again soon

I am writing to formally express my concern regarding the extremely unpleasant and unprofessional treatment my wife and I received from the ticket scanner at Gate A9 for our 8:10 a.m. flight from Baltimore to Portland on August 31, 2026.

From the beginning, the employee’s demeanor was noticeably hostile, abrasive, and unnecessarily confrontational. She singled out both my wife and me and required us to check the size of our carry-on bags, despite not appearing to require the same of the other passengers around us.

I was wearing a sling due to recent collarbone surgery and explained that I was physically unable to lift my carry-on bag into the size checker. Rather than responding with basic courtesy or understanding, she immediately told me that I would need to check the bag because I could not lift it myself. I explained that my wife would lift it for me. Her response was particularly inappropriate and accusatory. She said, “Then what was that? Was that a lie then? Did you lie about not being able to put it in the bag checker?”

I found this comment to be extremely disrespectful and completely unnecessary. Questioning whether a passenger is lying about a physical limitation—especially when they are visibly wearing a medical sling—is an unacceptable way to address a customer.

Unfortunately, her behavior toward my wife was equally discourteous. After my wife’s carry-on successfully fit into the bag checker, the employee continued to interact with her in an unnecessarily harsh and antagonistic manner while scanning her ticket.

I understand that airline employees may have stressful or demanding mornings, but that does not excuse condescending, accusatory, or hostile behavior toward passengers. Whatever circumstances may have contributed to this employee’s apparent frustration or emotional demeanor, customers should not be subjected to it.

This interaction was an incredibly unpleasant and disappointing way to begin our vacation. We expected a routine boarding experience and instead encountered an employee whose behavior was unnecessarily confrontational, insensitive, and unprofessional.

I hope management will review this incident and address the employee’s conduct appropriately. Passengers should be treated with courtesy, dignity, and professionalism, particularly when a passenger has a legitimate physical limitation.

Worst experience. Flying alone, I had a large piece of luggage and very heavy car seat to check. On me, I had my own carry on, my toddlers carry on, stroller and 3 year old son. If anyone knows traveling with a toddler is not for the faint of hearts, let alone doing it solo. Took car seat to front of the line where I could keep an eye on it, ran to get my baby and the rest of my things and got in line to check the bags in. I was clearly traveling alone and the lady at the desk yelled at me saying I couldn’t leave the car seat there. I yelled back that if she’d like to help carry it through the line with me since I had literally no hands to carry it she was welcome to. She backed off bc what was she going to do other than yell without thinking about a mom traveling alone with a toddler. 9.5 hour flight in total. One stop over without a plane change, last flight was short. Flight attendants were serving drinks and one told me they didn’t have enough cans of water for me AND my son but that she would check. Sorry if I’m paying hundreds of dollars for a full priced ticket for my 3 year old the least they can do is give him his own can of water. And surprise, she had enough. We then were about to land and she told me I couldn’t have the water anymore but also took my sons unopened can of water. A few minutes later my son said “can I have some water” and I told him the flight attendant took it. His response was “that was not nice.” Completely agree. Will never fly with southeast again. Just awful people with strange power trips. Absolutely avoid at all costs if you’re able.

I paid for a Southwest ticket for my son, and when he had to cancel, I found out that the flight credit could only be used by him, not by the person who actually paid for the ticket. Southwest was happy to take my money, but when the trip didn't happen, I was left with nothing.
I understand that airlines have policies, but this one makes no sense. The purchaser bears the cost, yet the credit belongs solely to the traveler. It feels like Southwest keeps control of the money while offering no flexibility to the customer who paid. Because of this experience, I will think twice before booking with Southwest again.

I’ve been trying to upgrade my seats since last night. Each time I complete the payment process, I receive an error message, so naturally I assumed the transaction was not going through since no upgraded seats were assigned.

However, when I checked my account, I discovered multiple pending charges for the attempted upgrades, yet I still have no upgraded seats. I called Southwest for assistance and was told that I could select the seats again and pay again, while waiting several days for the existing pending charges to fall off.

I don’t understand why I should have to continue authorizing additional charges and tying up funds because of an issue with Southwest’s system. I have already attempted to pay for the upgrade, and the charges are showing as pending on my account. I’m simply asking for Southwest to honor the upgrade I attempted to purchase or provide a reasonable solution that does not require me to pay again and wait for multiple charges to be released.

Engine caught on fire, fixed that got back in the air...

10 minutes in the airfkight gets diverted to LAX because the landing gear would not retract.... Crappy planes and horrible customer service....

Today I took a flight from Denver to Columbus Ohio 8/24/26. Flight 685. I felt I need to comment on a flight attendant. This I thought was important being that many times people don't get praised for amazing customer service. The flight attendant's name was Madison. I at one time was a flight attendant for American Airlines, we were taught the importance or customer service. I saw how kind Madison was. When she talked to a passenger., she kneeled down so she was at his eye level and he would be able to hear her better. She constantly had a very genuine smile on her face and she was present in the cabin most of the flight. I just wanted to say it is important to feel that we as customers are being treated with kindness. Thank you Madison. I did stop on my way out to thank her for a wonderful flight. I wish more people would take the time to thank service workers for their great service. I think they would work harder if they felt appreciated. Good job Southwest for a great job hiring.

Their gate agents in Orlando are the worst customer service I have ever experienced. They call people to board like they are heading sheep, they are yelling at people. They don't know anything about respect or how to speak to people.

Southwest was once a premier carrier. Fantastic customer service for a great value. Today is a totally different story. Southwest should be renamed spirit. Flights rarely leave or arrive on time, there is always a "crew shortage". Spend the extra 100 bucks and fly on an actual airline. Hopefully Southwest learns or goes bankrupt.

Online check-in gimmick: If you're a Rapid Rewards member, you'll get an e-mail reminder to check-in. If you click the link, you'll enter a workflow that REQUIRES you to login to your Rapid Rewards account to check-in.

If you just come via Google to check-in, you're NOT REQUIRED to login to Rapid Rewards.

I called Customer Service and figured all this out on the call. I let them know how frustrating it was. They could not be less interested.

They canceled my son’s flight and deemed it weather related when in fact there was no bad weather at the airport, at their destination airport nor on their flight path. They put them on a different flight the next day and will not accommodate them with meal vouchers or hotel stays. They blame the weather so they don’t have to accommodate you when in fact it’s probably due to staffing issues. So disappointing, terrible customer service. We will never use this airline again, save yourselves and fly Delta…

I was excited to see my grandbabies when starting to make the reservation the airline person was very professional and helpful. She did tell me that would be a four hour layover coming back. I was OK with that, but on the way back after three hours of my four hour layover I gotta text on my phone canceling my flight, offering me a flight for the next day, which wasn’t convenient for me because I had to get back to work and there was gonna be an eight hour layover on the next day flight as well so I had to find other means of getting home I called airlines and found a flight $439 to get back home the same night but it was at another airport Dulles, Washington it took $96 Uber ride to get there so the next day I decide to call southwestern to try and get some kind of compensation for my inconvenience they told me it would take up to 30 days so today I got a letter from them or an email stating they’re giving me 7000 points back $5.96 toward my $96 Uber ride and a $200 voucher which expires in a year. That’s a very unfair airline and I’ll never recommend them to anyone.

I was treated rudely and disrespectfully by members of both crews on my connecting Southwest flight yesterday.

"I'm not serving now" is the WRONG response to a request for a glass of water, especially on a 94 degree day. "I serve one drink at a time" is the WRONG response to a request for a glass of water with a soft drink.

I had to change my flights at the last minute and scramble to make the new, earlier flight because the first scheduled flight was delayed and wouldn't make its connection. The replacement flight was late too... I ran for the gate of the connection which was on the other end of the airport.

I booked this because it was $200 less than a nonstop Delta flight and $100 less than a nonstop Sun Country ticket. Mistake.

I am a senior citizen who has flown several trips a year for decades. Never have I been so poorly treated. Shame on Southwest Airlines.