Information, reviews and public commentary for US companies


Southwest Airlines Co.

2702 Love Field Dr.
Dallas, TX
Gary Kelly
Chairman, President and CEO
(214) 792-4000
(214) 792-5015
Twitter IDs
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Dave - 3 d 12 h ago


I'm absolutely disgusted with SWA right now. 2 of my last 3 flights they have changed the itinerary that I booked and this last change actually affected my travel plans so badly that I had to cancel my trip. I have flown nothing but SWA for years and years.. MANY, MANY flights and my rapid rewards is with them, but now I'm going to have to make a change. They have screwed up my last 2 trips.

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Sally A Smith - 6 d ago


I have flown with Southwest many times since March. My last flight was-JSBUYF. The flight was delayed three times. ( AND later cancealed ) I had been at a hospital with a dear friend and was exhausted. I approached stand and asked attendant if I should go ahead and get a room.....other flights were called off due to bad weather. I explained to her my situation. She suggested I get a room . When I was checking in at Marriot there were customers with hotel and meal vouchers from other airlines. I was checked into my room at 11:00 and checked back out at 4 to catch flight to Atlanta. I stayed in room 5 hours. Cost was $290.00. I feel I should be compensated for that night and also the charge in changing my flight. Sincerely... Sally A. Smith That one flight cost me almost $1000.00 That's not right.....especially in my situation, emotionally and physically.

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Diane - 8 d 14 h ago


Boise Idaho is the fastest growing city in the United States. Isn't it about time there was a direct flight all year? United has one. They are always full. Maybe you are missing an opportunity. Please consider. Thank you. Diane Davis,. Frequent flyer.

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Anonymous - 20 d ago


Has Southwest Airlines ever just stripped you of ALL YOUR RAPID REWARD POINTS you earned flying all over for business? My husband traveled for years and earned hundreds of thousands of points and because we were saving up our points waiting till southwest flew to Hawaii and because we didn't stay 'active' for 24 months they forfeited ALL OUR POINTS TO ZERO! Really? No email notification, no call nothing just took them from us! All his years flying and earning points and this is what they do? This is horrific and so unfair! Upon calling and emailing basically were told 'Oh well sorry' What a horrible way to handle loyal customers! I am beyond saddened by how unfair this is! I assumed our points were ours to use whenever WE WANTED TO! Points WE EARNED! Very disappointing and disgusting!

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E - 9 d 10 h ago


This just happened to me, customer service was no help at all!

Trying to see who else can be contacted regarding this matter.

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Anonymous - 11 d ago


I use to love Southwest, I flown with this airline for the past 10 years. In the past years the ramp agents have damaged my luggage-not realizing that there's a 4 hour to make any claims. The first time, i went to the Southwest Claim, there was a note on the door, I will return in 15 minutes, waited no CSR for Southwest. I left, I had to purchase a suitcase to come back home. Again, the wheels on the new luggage were broken. I went to the Southwest Claim counter upon me getting my luggage, the CSR was nice, but couldn't believe that the new luggage wheels were broken, Good thing I had my receipt with me, she gave a voucher for the new luggage, i then told her of the one i had to throw away, good thing i had taken a photo of the note and the luggage. She offered another voucher with a small amount. On this last trip I did go the Southwest Counter in Boston after I have noticed the damaged luggage. Unfortunately there was a huge line with other passengers who are as frustrated with lack of staff. with one staff to oversee lost luggage or to file a claim. waiting in line was awful after a half hour my son told me we have to go, traffic is bad, my family lives 2 hours west of Boston. Due to the traffic and the road construction leaving the airport, we were down to one lane in the tunnel..and to make matter worse there was accident, by the time we arrive to the our location it's already 5.5 hours before we arrived. this last flight there was no WIFI on a 4 hour flight. Due to the grounding of the 737 my flight was changed to earlier time, i called to two weeks before my departure to see if i could take a later flight that day..i was told no that all flights were full for week even tho it was offered through the email that Southwest had emailed me with the change of time. The morning of my departure we had to leave my sons house at midnight to make the drive to the Boston airport to catch my flight at 5 am.. I'm sorry to say that Southwest has raised their prices by up to $150-$225 flights to boston, with this it will take additional 3-5 hour flight longer. And yes this is the first time that customer service was awful by phone with the excuse that I didn't make the 4 hour window to file a complaint. When you're on the road trying to make your way with traffic by the time we arrived it was bedtime. I will now fly another airline with a few bucks more in my next trip to boston next month and future.

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Robert Hadley - 23 d 7 h ago


Tampa not delivering our bags in a timely manner also cost me a lyft cancellation

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Anonymous - 14 d 5 h ago

Exact same prob happened to me in Tampa. It was ridiculous and I lost few hundreds thousands business opportunities Bc of this. They never call back or email back. Such a joke.

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GR - 15 d 5 h ago

Joke of customer service. Frankly, an employee should not be disrespectful to a customer. It's their job to assist passenger and not make sarcastic comments.

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Craig Addis - 15 d 13 h ago


I'd like to call out the flight crew of WN3638 from Denver to Hartford on the evening of July 6th for kudos. I was returning from a trip to Philmont Scout Ranch in New Mexico with our contingent of Boy Scouts as a chaperone and the crew noticed that I'd injured my knee on the trip. ALL of the crew inquired if I needed anything and provided ice packs to help keep me moving on arrival. Small kindnesses go a long way in this world and the crew definitely showed that. I appreciated it greatly.

If the people make the company, the crew of WN3638 were outstanding examples for Southwest!

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Georgiana Starzel/Darlene Brigham - 18 d 4 h ago

I hope this email goes to the right person. My name is Georgiana starzel. On Tues. July 3rd, I was scheduled,to fly to Tampa on 2268. Got to DIA on plenty of time. But then I realized when my carryon, when shaken, didn't have the pinging sound medicines make. I looked and no medicines. I panicked and that is when Darlene Brigham, the Southwest HELP person, appeared and brought sanity to my life. She assured me SW would get me to Tampa that evening on another flight if necessary but thought my son would be able to get meds to me in time. She took her lunch hour to stand and wait curbside for my son to deliver the meds. Then she helped me get thru security, on the train and I arrived in time to board. Wow! She says she would like to be a flight attendant for SW and has applied. She will be a star. HIRE her. Thanks, Georgiana Starzel, (hidden),

9113 E Evans Way, Denver CO 80231. (hidden)

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Robert Hadley - 23 d 7 h ago


Flew from Phoenix to Tampa and had my original flight cancelled first inconvenience and get to Tampa to be made wait due to weather fo my bag, come on don't live her to have my bag kept hostage, in these can't be corrected will no longer use Southwest, always when fly have flown Southwest but with these inconveniences going to change

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Shirley Hobson - 24 d 14 h ago

Southwest Airlines service is horrendous now. Your flights are always delayed with little or no explanation to the customers who made Southwest. My flight 2412 has been delayed three times today (Atlanta to Chicago). How does Southwest not know that a plane has mechanical problems until after everyone has boarded. Where are the spare planes? I really feel that you do not care if I need to fly to another city for a long awaited doctor only to be canceled due to missed appointment. But Southwest received their payment to render a service which you're failing in. As a customer I have nothing better to do with my dollars but waste them on a lacking non customer service airline. You talk a great game, but can not fulfill on your promises. I'm sure that I will not hear from you, but wanted to voice my complaint.

Shirley Hobson


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Shirley Hobson - 24 d 6 h ago


Well our SW2412 finally arrived in Chicago after being re-routed to Indianapolis. The flight attendant stated that Midway Airport was closed. Really!!! Then at baggage claim we were directed to wrong baggage claim on three times. What is SW's problem. I would like to be reimbursed for this leg of my trip. Who can authorize this reimbursement? At one time a great fan of SW. I do not what to say!!

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Anonymous - 24 d 13 h ago


Forget the free baggage pay for it on the back end with the miscellaneous taxes and horrendous disregard of the customers time and money. You might as well go with American, Delta or United Airlines. I will.

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JENNIFER KENNEDY - 24 d 15 h ago


I will no longer be using Southwest as they have horrible customer service.

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Anonymous - 24 d 15 h ago


Do not use this company it is horrible.

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Anonymous - 24 d 15 h ago

Absolutely horrible company will not be going back to them for future flights will not refund my ticket.

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Anonymous - 24 d 15 h ago

I will along with my company never be purchasing another flight from Southwest. Non-refundable ticket policy is ridiculous when my flight wasn't supposed to be until October.

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RC - 83 d 17 h ago


Tell Southwest Airlines you won't fly in a 737 MAX. Once the FAA releases the 737 MAX to fly again, Southwest will run ads and sales to get you on one of these planes that may at takeoff dive into earth at 700 mph. Southwest has too much invested in the 737 MAX to do the right thing on its own.

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The Red Baron - 25 d ago


Southwest Airlines flies 4,000 flights a day. An airplane is just a flying bus. That's all it is. If you want your rear end kissed and to be treated like Beyonc fly Air Emirates and pay $10,000.00 for a ticket.

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Rich Hensch - 25 d 6 h ago


I wrote a personal letter to ceo Gary Kelly concerning the Boeing 737-800 Max. It's not aerodynamically safe. It requires computers for it to fly safe. That ain't safe. Computers can be trashed and will quit. Boeing shud have learned their lesson with the Boeing 720. Same thing. A machine not properly designed. U won't see me on a Boeing 737-800 Max. Aerodynamically unsafe!!

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Eric - 26 d 4 h ago


Have a video of Southwest airline stewardess cleaning bathroom and working in kitchen. That's a health code violation if I see one

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Michael - 28 d 5 h ago


With literally thousands of complaints listed here, are any of them actually responded to?

I would like someone to actually respond when they are helped.

It doesn't look good when the complaint is not responded to.

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Barry Treahy - 28 d 8 h ago


Twice in the past two weeks, first on June 8 and second on June 21, Southwest Airlines cancelled outbound flights without providing viable travel alternatives.

To avoid ruining the vacation, my only last-minute option was to fly United at a cost of $580 per person, totaling almost $1800 for three passengers. Somehow, crediting a couple hundred dollars per unused ticket is supposed to make that right?

Regarding the wedding, SWA had no available travel options which would land in time for the wedding and their idea of making that right, was to credit back the travel points used to book the ticket.

The CEO, Mr. Gary Kelly, states that "Our People are the Heart and Soul of Southwest. Our Vision is to become the world's most loved, most flown and most profitable airline. It is a passionate pursuit, and our People won't give up."

Well Mr. Kelly, it feels like SWA has given up and put the "most profitable" objective above your customers which will also impact how your clients feel about SWA and how often they may choose to fly SWA in the future.

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