Review Time
I rarely write negative reviews, but after my recent experience with Southwest Airlines, I feel obligated to share what happened so others can make informed decisions.
My family and I carefully planned our travel to ensure we had ample time to reach an extremely important commitment, something that was genuinely life-changing for us. We intentionally purchased tickets with sufficient buffer time because we understand that travel can sometimes be unpredictable. We did everything right on our end.
Unfortunately, our flight was delayed twice — first in Minneapolis and then again in Denver. What makes this even more frustrating is that these delays were not due to weather or mechanical issues. I confirmed that. They were the result of poor planning and coordination. Those are preventable operational failures.
To make matters worse, I was not even properly notified about the first delay. I only discovered it because I happened to check the flight status myself. There was no timely alert, no proactive communication, and the updates significantly lagged behind what was actually happening. When every minute matters, lack of communication adds unnecessary stress and confusion.
Because of these repeated delays, we missed something incredibly important, an opportunity that cannot simply be rescheduled. The impact on my family was significant. While I may be just one customer in a large system, the consequences of these disruptions were very real for us.
Airlines operate in complex environments, and delays can happen. But when disruptions are caused by internal planning issues rather than uncontrollable circumstances, accountability and communication become even more critical. Southwest needs to improve operational coordination, provide real-time notifications, offer realistic timelines, and empower frontline staff with better tools to assist affected passengers. When mistakes happen, proactive solutions and meaningful accountability go a long way toward restoring trust.
As for me and my family, we will not be flying Southwest again. Trust, once broken in a moment that matters most, is very difficult to rebuild.
I hope this experience serves as feedback for improvement, and as a caution for others planning important travel.
As a long time southwest customer do not use southwest moving forward. As many know they changed to assigned seating just like every other airline. The first official day of assigned seating we flew with them. 48 hours prior to flight we are able to choose our seats since we both have Southwest credit cards. We chose our seats next to each other no problem. First flight we sit next to each other second flight our seats get separated right before the flight. Gate agent tells us nothing they can do since it’s a full flight. We board the plane multiple other families had the same issues a flight attendants tell us in the future to screen shot our flights so we have proof. I’m the end we do the flight separated again first day so some bugs are expected to be worked out. Now fat forward a week and again 48 hours prior to flight we book our seats since next to each other. This time we screen shot the proof. Night before the flight our seats get changed. My wife calls southwest they tell us only a gate agent can fix this. We tell them we have proof of the problem and the the week before flight agents tell us that’s it’s to late to fix our seats. In the end after talking to everyone possible no one will fix the issue. If you have a Southwest Airlines card you have no benefits. My advice would be to go with one of the 100s of other airlines that have been successful at assigned seats and not this joke of a airline company. Again I have used southwest for years and have loved using them for years they no longer care about their customers only how to make the most profit.
I arranged a flight months ago to visit family for the holidays. Upon discovering an error in our last name on the itinerary, I contacted support only to be quoted a high fee for correction. Ultimately, I paid $316.36 for a simple mistake. I expected better customer service from this airline, and I plan to share my experience widely. I recommend considering other airlines before booking.
I booked a flight months ago to travel from California to Idaho for the holidays to see our grandkids. At 66 and 71 years old, I noticed today that my name was missing on the itinerary. When I called to request a correction, the representative informed me it would cost $250. I asked what would happen if I left it as is, and I was told my husband would not be allowed to board due to the name discrepancy. I paid the fee, and the final charge was $316.36 for a single letter correction. I understand this time of year is busy, but charging so much for a minor error feels excessive. I had always thought this airline provided good customer service, but today was disappointing. I plan to share my experience on social media and will reach out to local media. I suggest considering other options before booking with this airline. Regards, a dissatisfied customer.
I flew with this airline recently from San Diego to Louisiana and then to Tampa. The flight attendants and pilots were fantastic! I would definitely choose them again. The pilot even surprised us with snacks, which was a thoughtful gesture. I truly appreciate the positive experience during these challenging times.
I booked a flight that got canceled on the day I was supposed to leave. When I contacted customer service, the representative made me feel like I had been scammed and that I might not get my money back. It was a stressful situation, especially during the holidays. However, I called back and spoke to another representative who was much more helpful and straightforward, which I appreciated.
We have been loyal customers for years and recently attempted to purchase travel points during a sale. However, due to a technical error, we ended up with multiple pending charges. Customer service was unhelpful, and we had to reach out to our credit card company to resolve the issue. The lack of support from the airline in this situation was disappointing.
The boarding process was chaotic, and the flight attendants were overly aggressive in trying to expedite seating. There were no assigned seats, which made things even more confusing. Instead of simplifying the process, they made it unnecessarily stressful for everyone involved.
Upon arriving at the airport for our flight, we were informed that it was delayed. We spent the entire day trying to reroute our travel. When we finally boarded the last flight, they refused to wait for us despite our long wait. Our group included small children and seniors, yet we were given inadequate accommodations. One elderly man was injured reaching for a snack, and we were left without proper facilities overnight. This experience was extremely frustrating, and I won't be flying with this airline again.
I've been using this airline for many years, and while there can be issues with any airline, in my experience, this one has been more dependable, with friendly staff who seem well-treated. They might not always offer the lowest fares, but their prices are reasonable considering the quality of customer service and overall experience.
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