I traveled over the weekend from Houston to Indianapolis. I mentioned it was my birthday. The flight attendant was so sweet and gifted my wife and I a birthday drink. Thank you so much. I’ve been flying with Southwest for almost 2 decades and I almost always enjoy my trip. Thank you for traveling safe.

I would give them zero stars if that was an option. We paid for the early bird service to get checked in as soon as possible so the 4 of us could sit together and we are clear back at the end of B. What a scam the early bird service is. We won't even be sitting together and when we called to talk to them, we were told that is very common even with the early bird service and that we should be happy it even checked us in. She said, "it did what it was supposed to do." Southwest could care less now that they have our extra $150. This is why we always fly Delta. Thought we would try southwest again, but got reminded why we never fly with Southwest. Don't you guys want to even try and change your reputation! Guess not. And this is why you have a horrible star rating.

A Nightmare Experience with Southwest Airlines — I’m Done. I’ve always been convinced Southwest Airlines was the best airline company to fly with but today’s experience has ensured I’ll be taking my business elsewhere from now on. I originally booked a round-trip flight from Indianapolis to Denver at the basic fare level — $99 for the outbound flight and $99 for the return. Simple enough. Unfortunately, I accidentally booked the return flight for the wrong date. No big deal, right? I logged into my account, selected the “change flight” option, chose the correct date, and proceeded to pay the fare difference — a whopping $195, almost double the original cost. That meant the return flight alone would now cost me nearly $300, but I accepted that loss to get it corrected. Here’s where everything fell apart. After submitting my payment, I immediately got a charge notification from my credit card provider. But instead of a confirmation, I was hit with a vague, technical error message in the Southwest app — nothing that explained the problem, just a generic failure. I tried again. Same charge from my card. Same cryptic error. So I called. The representative attempted to rebook the same return flight and received the same error — confirming it wasn’t just me. Then she told me something completely baffling: because I booked my round trip in a single transaction, I now had to cancel the entire itinerary and rebook both flights — not just the return — at the new, higher rates. The difference? An additional $513 on top of the $200 I had already spent. What makes this worse is that Southwest’s own policy says: “Flight changes allowed with fare upgrade… For Basic fares, you may upgrade the fare to Wanna Get Away Plus®, Anytime, or Business Select®.” Nowhere did it say I’d be penalized for booking my round-trip flights in one transaction. Nowhere did it say I couldn’t upgrade or change just one segment. The agent insisted this was the only option, even though their app walked me through the change process, let me pay (three times!), and only failed after the payment was processed — with an error message that explained nothing. When I asked to speak to a supervisor (which should be standard customer service), she told me they don’t take calls and accused me of interrupting her. I calmly and repeatedly asked for a supervisor. She then claimed she was transferring me — and promptly hung up on me. I called back, only to be told the same thing: if I had just booked my flights separately, this wouldn’t be a problem. So instead of a mistake costing me an additional $300, it would now cost me over $700 total because of how I booked in the on the website. Absurd. I am beyond disappointed. The error handling, the app experience, the misinformation, the dismissive attitude from support, and the complete lack of accountability for a situation Southwest created made this the worst airline customer service experience I’ve ever had. I was willing to pay extra to fix my mistake. I wasn’t prepared to be penalized for trusting their booking system and expecting basic competence from their support team. I’ll be flying with another airline from here on out. Southwest has lost my trust — and my business.

Not only have they rebooked, both my flights.They also forced me to pay for luggage. We were not informed about the second flight's delay or canceling or rebooking.Until we were at the airport returned our rental car with nothing left to do. Who likes to spend twelve hours at an airport, Then forced to pay more for what as promised as a free bag.... so southwest lost a longterm customer today. What a trash heap of a company these days.

We have had good flights with Southwest. The staff are always kind, helpful, and pleasant to talk with.