Southwest Airlines is my favorite airline. They have always been able to take care of my flying needs. Things have been changing so much in the passenger airline business, I wasn't sure I would be able to use them for my flights. Lax used to have non-stop flights to my favorite cities, which is no longer the case. I did find that Southwest has increased the number of flights leaving from Burbank Airport. The Hollywood Burbank Airport is actually closer to me so it works out well. I just returned from one of those obligatorily family events to the Midwest. I need a wheelchair and am visually impaired. I was able to find a phone number where I could talk to a live person to help me plan my trip. She was very helpful in helping me choose an appropriate flight both going and returning. She double checked before she hung up to make sure that I had confirmation. She also was able to give me tips on how to deal with my luggage at check-in and baggage claim. I got my boarding pass 24 hours ahead of my flight. I followed the instructions I was given to check-in curbside. The wheelchair was waiting for me and it was a smooth ride all the way through security to my gate. During the flight I received incredible service from a very helpful staff. They called ahead as we landed and there was a wheelchair waiting for me at the gate. Friendly and helpful service the entire event. Returning, I called Southwest again to confirm the procedure for my return flight. Different airport, different procedure. I was supposed to check in again curbside and a wheelchair was supposed to be waiting at check-in. Unfortunately, this did not happen. There was no curbside check-in or anyone from the airline outside. When I entered the check-in area there was no one to explain how I could get some help. My friend assisting me for check-in could not find which line I was to be in. We went to the Priority Line to ask for assistance. My cane indicates my visual disability. She was very curt, but did check me in. No smile during the encounter. I went to a waiting area designated for wheelchairs. After a 20 minute wait, I was helped by a very nice attendant who breezeed me through security and situated me by my gate. Very helpful. There were elevators involved. The Southwest personnel made sure that I was well taken care of before boarding. I was helped to my seat and before I was seated was told to fold up my cane. I told the attendant that I was just trying to organize so that I could fasten my seat belt. I was not interfering with people finding a seat. The attendant addressed other passengers the same unfriendly way. I realize everybody has a bad day but this particular attendant was taking it out on passengers that he was supposed to be helping. I asked for assistance with a wheelchair upon landing in Burbank. He explained to me that it would be taken care of after the plane landed. I waited quietly until everyone had deplaned. I asked a different attendant if my wheelchair had arrived. He informed me that no one had called it in, but he would take care of it. He did and after a wait the wheelchair showed up and I was taken to the baggage claim. The wheelchair attendant was very helpful and friendly with a great attitude. He helped me find my luggage and took me out to wait for my transportation home. It's too bad that I had both extremes of service with Southwest. The very best and the most disappointing. I still recommend Southwest to my friends. They are still my favorite airline.

Southwest is just another profit-over-people airline. They claim to be “all heart” and friendly, but when I had a medical emergency in Burbank, was hospitalized under sepsis protocol, and called from the hospital with documentation, the rep refused to help beyond giving me a flight credit. They refused to refund the EarlyBird fees, refused to waive the checked bag (which was included in my original fare), and wanted me to pay over $700 per person to rebook. I had to fly back American Airlines instead: $650 for two last-minute tickets with assigned seating. After the fact, an executive liaison reviewed my case and offered me a mere $150 voucher, then after giving them a second chance to make it right, he ended the call with nothing but:“Sorry you’re disappointed.” I’ve flown Southwest for over a decade. Never again.

Always easy to land at Burbank as another option for the LA area. Quiet and no hustle to get from plane to curb in under 5 minutes. Southwest also does dual boarding and deplaning at Burbank so it moves faster. Also excellent views over the valley before landing.

All Flights were on time, Low Cost, easy check-in, TSA polite and friendly...service was great on the planes! Bravo Southwest!👏👏🛫🛬

The flyed was good but I would like to see a little more room between the seats and sign seating. Also people are carrying on to much luggage.