I am giving 5 stars because your manager is absolutely amazing so GIVE THAT MAN A RAISE! However, The front desk people are lazy, rude and rude people..but I'll get into that in a minute. The manager (I didn't even get his name! But he is a very good looking light skin black man with colored eyes). I want to say thank you so so much to this man! My 6-yr-old and I arrived at 4:10 pm at Reno international airport tonight. The plane from Reno to AZ leaves at 4:50 pm. I rushed out of my job today to pick my baby up and take him to airport to spend summer with his dad. Look a nasty custody battle and losing my son for months at a time is hard enough. Anyways, I get there as soon as I can and the whole line is backed up. I see why soon. The two women at southwest TERRY and GALE are talking amongst each other holding up the whole line instead of helping customers. Some customers see that someone else from southwest finally comes to help so some of the customers in line start going under the conveyer belt to other workers. Finally it's our turn. I give them my ID and tell them my baby is going to AZ on his own. Luckily I get TERRY and GALE. They so snobby and nasty and rudely tell me "lm sorry who are you??" I said "I am his mother, my son is going to AZ to see his dad" and then TERRY proceeds to tell me "ya you are not on as authorized to take him, sorry only another name is" and I said "Frank?.. Yes that's my father , I'm sorry sometimes he takes him." The other lady chimes in and starts smiling about the situation and says this plane has already boarded. I feel like I'm being teamed up against and bullied at this point. So I say ok? Really! I will call my father he will be here in ten minutes if this is what you need? GALE then tells me to step aside so she could help other customers. This is when I get upset and say "I waited my turn in line and I have not been helped, please let me talk to your manager or someone that will listen!" My son is shaking and crying at this point with all his stuffed animals. Long story short the manager comes over fast.... he was so kind, so gentle, so professional. He goes down to my sons level and calms him and I down (because we clearly are in so much distress now from how this was handled). Long story short, he saved the day and even eventually met up with us and personally took his hand and got him on the plane. Thank you sir!!!! I hope that more of your employees learn from you or you guys hire more professional people because many people in Reno needs jobs!!!! A little kindness goes a long ways in this world. Thank you again kind sir you were absolutely remarkable

One of the passengers on my account had a last name change after the boarding passes were purchases (adoption was finalized) and my passenger was of course excited to change their name on their divers license. Before flying out, I called Southwest to make sure we follow the right steps and what to bring when we fly out to update the boarding pass (proof of name change and 2 ids). We come to the check in counter and the first issue is the woman is texting on her Apple Watch and seemed annoyed we were interrupting whatever personal conversation she had going on. We explain the situation and she flat out says that she can’t do that. I explained that I called Southwest in advance and was told that it was possible and we brought everything needed. She refused to look at it and kept saying “the person you spoke to doesn’t work in an airport” She told us to basically lie to TSA and give them their old id, when we got to TSA we didn’t do that and explained what the Southwest service agent said, the TSA agent was frustrated and said that she could have changed the name and dumped the issues on them. We thankfully were let through. After landing in LA, we went to the Southwest desk there and had absolutely no issue updating the boarding pass for the return trip and the agent in LA was surprised that Reno Southwest gave us such a hard time and we should have asked for her supervisor to get the problem resolved, hindsight we should have but traveling is stressful as it is, we just went with the false information the Reno Southwest agent told us to do. For anyone trying to update a name on a boarding pass at Reno Southwest, yes it’s possible and ask for a supervisor when that woman tells you no.

Wanted to give a nice shoutout to the crew of SW that flew me to Reno last night. We left Long Beach CA at 6:05pm and landed in Reno by 730pm. The flight crew was absolutely amazing! Kind, refreshing happy and did everything with a genuine smile 😊 It was nice to see happy employees that seemed to love what they were doing! Thank you to the all the flight attendants for your great service and enjoyable attitude.

Absolutely horrible experience in every facet imaginable. My 7 hour cross country flight took 12 hours including 30 minutes of sitting on a runway “waiting to park”. But this was not before having our boarding time extended 9 literal times and by 45 additional minutes. I’m outraged and tired. And to top it off, if I want to refresh myself then I’d have to spend $10 for a water bottle or $20 for a couple slices of pizza. Utterly absurd what kind of business this is.

When I had booked our flight for our family we booked it all at once two adults and three children, our youngest being 6 years old. For whatever reason our two adult tickets were assigned A boarding but our three kids were in the B’s. While boarding on our flight from Reno to Vegas I handed the gate person all 5 tickets in the order of myself, wife, and three kids so that she can scan in the order we were in line. I purposely didn’t hand my 6 year old her boarding pass as there is a good chance she would forget or lose it. However, she requested that I handed out the tickets to each person so that SHE didn’t double scan and get confused on which one she did/did not scan yet (this is her telling us as I passed out the tickets). No problem, I did as asked. As she scanned through the two A ticket our kids were now being scanned and shown as B. She requested our kids to step aside and wait till they boarded B. Now I’m frustrated as I am not going to be a POS father and proceed to my seat while my kids wait. I stepped aside and waited with the rest of my family. Only so that she can then call out family boarding after A and before B. As she proceeded to scan our tickets AGAIN (to “make sure” she did she said) of course my 6 year old daughter fumbles her ticket right before she gets scanned. One of my favorite things about SW airline is their understanding of traveling with young children. This particular individual however didn’t quite grasp that idea. This one star review is for the individual, and not Southwest as a company. Reno NV gate B1 on January 14th 2025.