Southwest Airlines Customer Service Complaints - page 3

Been hearing about lots of complaints dealing with phone customer service to Southwest Airlines. I have to call them to find out about changing the name of the ticket someone else booked for me with my nick name instead of my legal name as indicated on my driver's license card. I don't think I can board unless the ticket name matches my ID card. Will I lose my $526.00? Oh God, I hope not. I am on disability and that's half my check. Can anyone answer my question? My flight is booked for Oct 12 2015.

SouthWest Airline's customer service has fallen apart! The days of being a customer oriented company have certainly changed. Their customer service seems to revolve around what is good for SouthWest only.

First trip in USA and you are so late that I missed my car rental and I had to pay more for taxi than your stupid flight you guys are...

Had a 615 am flight baggage and security was horrible for the wait got to the gate at 611 am plane still at gate and was refused to board along with eight other people can't see me flying with you anymore Doug Hieatzman

I have always been an avid supporter of Southwest Airlines. The people are friendly and helpful. The plane is always on time. They are shooting themselves in the foot with their phone service. I needed to make some changes to our reservation. I spent 2 hours on hold yesterday and another 2 hours on hold today before someone finally took the call.

If you want to keep a loyal customer, take their phone call, or they will go somewhere else next time.

I very rarely fly Southwest but did yesterday. The two suitcases I had checked were both badly damaged. When I went to file a claim with their baggage claim office I was in informed by a very unpleasant & rude individual that Southwest wasn't responsible for damaged luggage. With nearly two million lifetime miles on United Airlines, nothing like this has happen. It's clear Southwest has earned is reputation as a budget airlines. I'll never fly them again nor will anyone in my company.

Our current flight from chicago to memphis is delayed due to airplane maintenance. We were suppose to get there before midnight. Now our new flight is scheduled to land at 0140. Why dont you take care of your customers with a shuttle. Since all the car rental companies close by midnight in Memphis. Leaving a full plane of passengers at the airport without transportation. I did my portion by paying for your service. You could atleast return what people work hard for. Multi billionaire company and this how you repay us.

I flew 5/26/15 on flight 658 from Chicago and by me being pregnant I Sat in the back out of people way I had to let a passenger in to sit by me. The flight attended made a committ bout my size to the customer I felt really bad.u may sit there if you don't mind the tight squeeze she's a little over weight.I'm pregnant what u expect. Poor poor customer service. I have always heard great things about you all. I normally fly delta but my friend suggest I go southwest so I said ok. Bad experience.

Roger Fraley
I arrived at dallas on flight 340 from Phoenix on a reservation I made on Southwest.com. I reserved a cat through the southwest website. The problem was the rental car counter closed before my flight was scheduled to arrive. Southwest has disavowed any responsibility with that situation stating they have no control over the rental car company. This is deceiving for two reasons... 1, they allow reservations to be made from their website and 2, they listed the car rental company as a preferred provider. There were no other indications that this was not the case. I was fortunate to get the last cat avaliable with a different rental company although at 33% more than my reserved car. I made several calls that ended with southwest's customer service rep.at every step I asked the simple question... "convince me why I should ever fly southwest airlines again". I didn't received a single response at every level of customer service. They seemed more concerned with expressing the view that they weren't responsible for the rental car companies (again, even though the car was reserved from their website and there were no indications thus wasn't true).
So because apparently southwest airlines can't answer the simple question "why should I ever fly with them again" I guess I won't.

My flight on monday 05/25/2015 was my worst flight experience , at first I had no idea that they do not combine luggsge's weight because I had international flight after my southwest flight from LA to Dubai , so I payed the first time 75$ because I had a luggage in 60 pounds but they were so mean my another luggage was just 53 and they told me you should put your stuff in first one I explaind for the supervisor who was really mean that I have international flight after that and I need my stuff and is it possible that they combine because for overweight I can have one luggage till 100 pound but she did not accept it so I paid 75$ more because of my argument with her unfortunately I miss my flight at 7:30 am so they told me your flight will go at 10:40 from oakland to LA I came back and asked them to give back my luggages because I can add just one luggage and just pay 75$ instead of 150- but they did not accept it . The flight at 10:40 cancelled they told passengers we will go at 11:50 ,but again the flight canceled.My next flight was 4:30 from LA but till 12:45 I was still in Oakland I almost missed my international flight because I arrived to LA at 3. It was very stressful trip but Fortunately I could make my next flight but this is my last time that I fly with southwest .

My husband flies Southwest weekly and I fly several times a year. The flight crews are almost always great. They are funny, helpful and patient. Today, however, I flew from Denver to Kansas City with my husband, daughter, and grandson and I was really disappointed. The crew was sullen and one attendant was downright rude. I ordered a glass of wine for my 25-year-old daughter. She asked for ID which was no problem except for the tone with which it was asked.
I joked about how young she looks and got a sneer and an eye-roll from the attendant. She studied the ID and looked my daughter up and down as if she were trying to get into a club and was under-age. didn't say another word and brought our drinks...mine without the vodka I ordered. This flight attendant is the poster child for the attitude Southwestadvertises not having. I will fly Southwest again but I pray never again with that crew.

i am writing this complaint about Southwest Airlines, They have to be the worst airlines ever. I have been waiting for a call since Monday and of course I have never gotten that call. On the first leg of my filight there was a woman that got on he flight with her kids and wanted to sit with her kids so the flight attendant moved a young lady next to me that smelt like she had been drinking all nite. After take about 30 mins into the 2 hours and 17 min flight the young lady became sick and threw up all over me. The flight attendant gave me towels and said that that is about all they could do. I had to finish the flight with vomit all over me. Italked to someone at the gate when I got off the plane they took my name and said that they would have someone from customer relations call me as of Thursday close to midnite I have not received a call.

In three years I've had three flights are on time maybe four but that would be the high side over things always like 20 minutes 40 minutes 50 minutes an hour always late never early never on time

I've been flying your airline for about the past three years I never have had any flights that are on time 10 minutes one time 20 minutes the next 40 minutes an hour always late I fly your airline every week if there was another airline more convenient I would change definitely please get your stuff together or no matter what the cost I'm going to change I am going to recommend the same to all the people I know

Usually pretty reliable in my experience, but 3 out of 4 segments (round trip) on latest flights were delayed by at least an hour and half each, all non weather related. Very frustrating.

After waiting for two call backs (that never came) and waiting on hold I finally reached Sylvia who was rude and snippy right off the bat. I had a question about medical assistance for a neXT day flight, and she was all but unhelpful and again rude. I called back and waited on hold and got Jason who was not as rude but still not helpful. I used to think very highly of southwest customer service but after this I will never speak highly of their customer service again.

From Orlando to New Orleans the delay was 5 hours. I got the change at 9:50 for an 11:30 flight. Then I got a chance to come back earlier on return and waited 2 times for 20 min on the phone. Another call they told me I would get a call back in 17 min. That never came. This might be our last time on this airline if the others are competitive. At some point it doesn't make any difference about the luggage.

I made flight reservations June 6th 2014 for myself and my
daughter for November 27th 2014 from
Pittsburgh PA to Orlando Fl. Due to a family emergency, I
had to cancel the flight and request a travel credit in the
original amount of $586 in September of 2014. When I spoke
to the Southwest Airlines Customer Service rep to ask what
my options were for reusing the travel credit, I was told by the Customer
Service person that as long as I made my flight reservations
before June 6th of 2015, I could reuse the travel credit. I
asked if the new flight would have to be scheduled before
June 6th 2015, and she said no, as long as I made my
reservation before June 6th I could apply the travel credit
to the new flight since I have to pay for the flights at the
time of reservation. I'm now trying to book a new flight
from Pittsburgh PA to San Jose CA for June 16th 2015 and
Southwest Airlines is refusing to allow me to use the travel
credit of $586 towards the new flights since they expire on
June 6th. They said their policy for travel credits is that
new flight must occur within one year from the date of
purchase, and that since the travel credit expires on June
6th, I would not be able to use it for a flight on June 16th. This is exactly the opposite of what I was told by
their Customer Service rep in September when I asked about cancelling the original flight. I've now lost $586 dollars
that I cannot reuse towards the new flights. I asked if there was any way to extend the travel credit that expires on June 6th until June 16th, and they flat out refused any kind of compromise. I feel that since I have to pay for the new flights at the time of reservation, that the travel credit should be applied since I am trying to reserve a flight in April well ahead of the June 6th cancellation date.

My experience with the Southwest Airlines Customer Service reps was difficult to say the least. First, the Customer Relations number is NOT toll free. Second, the reps kept hanging up on me and forced me to keep calling back. I was also transferred several times from agent to agent having to explain my situation over and over again only to get the same blanket statement about policy, regardless of what their own agent
told me in September 2014. I feel like I've been robbed by Southwest Airlines.

Hi My name is Debra Hoeft. I have a son who passed away on January 3, 2015. He was in a car crash. He had a flight from Chicago to return to Basic at Fort Leonardwood on the same day. I have sent information and death certificate info too to you and have not heard back. His ticket was about $180.00 and I would like it back. My sons name is Matthew Jerome Hoeft and his flight was for about 8pm on the 3 of January. The accident was around 11:25 am in Rockford Illinois. His Death certificate is from Medical Examiner/coroner from Winnebago County in Rockford Illinois. Please contact me so I can be sure to get his money back. thank you

I was disappointed with my first flight being delayed by over an hour on my first flight. Only to be severely disappointed on my return. Delayed over 5 hrs with no notification! I could care less about the long list of things I needed to do, but I'm missing my 7 yr old daughters first and only father daughter dance. Due to her illness I'll never have another chance! Thanks southwest! I'll never get this time back.

I am surprised that my experiences match those of other folks for southwest airlines in the last year. I booked a flight for my son on southwest airlines in oct 2014, for him to come home during spring break from college in march 2015. He got sick at last minute and could not take the flight. I did not know they had a no show policy. we have been using southwest for several years in past was told if you don't make it to flight then the funds just roll over into your account.( in the past a couple of times I have called to cancel) and no need to call to cancel the flight. since my son was sick far from home I was more concerned about his wellfare and trying to arrange for a friend to go get him than trying to get in touch with southwest. I called about 1.5 hours after the flight was to take off and they told me of this NO SHOW POLICY and that I agreed to the policies associated with the ticket when I booked it. I don't know how many of us actually go and read the fine print each time we do something over and over again( this was not the first I booked on this airlines). Today I called customer relations and offered to send a doctors note and they stuck by their policy and neither will refund nor put the funds for future use. they just told me I need to forefeit the funds. How many of us have 300 dollars to throw away in this age and time! I would like to tell southwest airlines if they are reading these reviews that we are real people and real people have real emergencies and real problems !!!. So they need to find REAL POLICIES FOR REAL PEOPLE WITH REAL PROBLEMS if they are an airlines in the REAL WORLD!!!. I agree their service was not always like this. I have never experienced a no show policy in past and always book wanna get away fares because I am not rich like them. I am a real person! I have had 2 other episodes this past year bbut chalked it off to bad day but now I know that they are not the same company they used to be.

No answer after lengthy wait on hold. Called from different phone and left my call back number, but there was no "tone" after which I was instructed to say my name--so I didn't. Hope you'll call.



Nancy Norris has to cancel flight due to severe sciatica flare-up. Please advise how I can receive a refund. Thank You.

On Sunday, March 1, 2015, my husband and I were scheduled to leave the Columbus Airport on a non-stop flight to Las Vegas at 7:25 a.m. Due to the weather conditions that morning being horrific, we checked in at the airport at 6:56 a.m. By the time we got through TSC with having to take our shoes off, belts off, and my laptop out of the bag and back in the bag, and running down to the gate where our plane was to the gate where our plane was taking off, they had shut our gate to our plane knowing we were already checked in and hadn't gotten on the plane yet. We missed our plane by 4 minutes! Now they knew we were checked in...they knew we were there! Why couldn't they wait for us! Every other airport we went to, they called out people's names and waited for them to get on the airplane. But not at Columbus! As it was, we had to catch another plane, sit in the back of the plane, we had paid for the upgrade to sit up front, we had a 2 hour layover. We helped an elderly woman and her two grandchildren to their flight to Monaco bc no one from Southwest bothered to help them. They would have missed their flight. It was pathetic on Southwest Part in my opinion. We literally ran with with this woman and these two babies to help her make her flight. Once we finally got on our flight, it was a nightmare...they had to de-ice us twice. Some of the de-icer got into one of our engines. It shut down our plane. We were all dying from the heat on the plane. Had to be towed back to the airport and depart the plane for an hour or so while they fixed the problem. Because this was the last flight going out to Las Vegas, it was totally FULL. When boarding the plane back up, attendance had to be taken the long way...alphabetical. Then some people didn't get back on, so once we got back on the plane, attendance had to be taken again. We wound up being on the runway another hour. All in all, it took us a total of 16 hours to get to our hotel. We got there at 3:00 a.m. when we were originally supposed to have arrived there before noon on Sunday. I totally blame Southwest Airlines for this and I want to know what you intend on doing to reimburse us for an entire day of vacation that we lost in Las Vegas. We lost an entire day in Las Vegas and basically an entire night there. Not to mention it was my birthday on March 2. I really didn't appreciate seeing it strike midnight and my birthday occur on an airplane after such a horrible exhausting day.

This was our first time flying Southwest Airlines. My husband and I feel like we should at least be given 2 free tickets to anywhere we want to go. First class would be nice. We've always wanted to go to Australia. I think it's the least your airline could do after such a horrible experience. Thanks

Check in staff at ft myer would not accept a cooler with semi frozen seafood. Misttated that sw requires contents of coolers to be frozen solid. This is not the sw policy. Offered no assistance in checking cooler and had to arrange for expensive separate shipment

Recently there have been delayed flights. D(Delayed by more than 2 hours)
On hold to cancel a companion flight which can't be done online for over a half hour so far!!!