SouthwestReviews 98

My husband and I were leaving Jacksonville, FL, in advance of hurricane Dorian, on Monday, September 2,2019. We were fortunate enough to get the last two seats available on the 7:30 am flight that day. Because of that, we were in middle seats; so I went to use the bathroom while we were still on the ground. Upon coming out of the bathroom, I saw that the seat next to my husband was empty, and as I approached it, I saw that my backpack was on that seat. I glanced further down to my seat, and I saw a woman sitting there. It was Kimberly Lane, a pilot, employee #*******, who had seen us board. When I asked what happened, she simply said, as she sat in my middle seat, "You are paying for your tickets, and I am not, and I thought that you would be more comfortable in my aisle seat."
We have always been impressed by Southwest Airlines and by the kindnesses shown to us by your employees, but this kindness was far and beyond any of the good things that we have experienced with Southwest. Many kudos from the Bakers to Kimberly Lane!
Sincerely,
Inge Baker

Thursday 07/04/2019 flight # 0008 traveling from Houston at 8:00am to Dallas and from Dallas connecting flight # 1250 to San Jose
Me my Sister brother in law and my three years old niece we were on connecting flight# 1250 departing 10: am to San Jose as we were seated I was calling rent a car to confirm my reservation as every one was still trying to adjust the male flight attendant approached and rudely told me to turn off my phone I was shocked by his attitude and people were still boarding he should have ask me in a nicely also may be he was having a bad day.
The pilot announce that we can utilize the public lavatory, so my sister took my niece as soon she went in the back the same male flight attendant rudely told her that they started serving the passengers, so she can sit down in her seat, as it was urgency she walks my three years old niece to the front He called by the intercom to the front side of flight attendant and told her to send them back, as soon she approach the flight attended told my sister go back as some one is using the lavatory she was about to turn the person came out and she utilize the service,
First, I clouded understand why he have the attitude with us but know I realize the he was discriminating us as she was wearing a Hijab as a Muslim. I would like you to do investigation on this person you might have more complains from other passengers

I find Southwest's practices to be straightforward with no unpleasant surprises. When you are shopping airfares, you know the fare posted includes 2 checked bags. Other airlines, you have to find out how much they are going to tack on for having the audacity to have luggage. Consequently, on those airlines, boarding always includes a mad scramble by the crew as they try to find room for everyone's "carry-on" because no one wants to pay the extra fee for checking a bag.

Failed training of mechanics and pilots caused grounding of plane causing missed connections and hours wasted sitting in airports. The gate agents who re-booked the passengers brought the attitudes that just topped off the whole experience.

This was the first flight out of the day. The plane was inspected by the mechanics upon landing the prior evening. They found no problems, and if they had the plane could have been repaired over night without burdening the passengers. However the co-pilot felt he knew better on the morning of the flight. His inability to properly identify an issue - it was a dent - icaused hours long delay and missed flights. Upon further inspection by the mechanics it was again determined there was no issue. As Southwest has no mechanics on staff, they hire a third party. So we had to wait for those mechaincs to arrive from whereever they are based. Then we are told by the pilot that the paperwork necessary to document the alleged issue was somewhere else and that had to be transported to the plane. By this time anyone with a connection was being pulled off of the plane to be rebooked. And the gate agents were ill-tempered, irratated and unwilling to accomodate any passenger request for assistance other than stuffing us on another flight.

Southwest must up their game in training their staff. There is no reason for a mechanic and a co-pilot to misidentify any potential issue with the plane. Obviously, as the co-pilot was wrong, the airline can start there. No reason exists for a co-pilot's lack of ability to identify an issue as it their job to be fully competent in their areas of responsibility. And please, what happened to customer service without a displeasing disposition? From the gate agents to the customer service center this " I can't do anything for you" response must be changed. Southwest airlines needs to up their game.

I usually fly with another airline just because they are so cheap but when I needed to fly from LA to Sacramento, Southwest was the best price around! I paid maybe $60 for the ticket itself and the flight was incredibly fast. By the time I got my snack and drink (for free!), it was about time to land already. I really enjoy how they boarded us as well. It was basically a first come first serve on choosing seats. The flight attendants were hilarious and made it such a good time!

Southwest, in their advertisements as well as the way they communicate to Employees, is very revealing in their sincerity and seriousness in delivering world class customer service. I used to work in large corporations, so I notice this stuff. They capitalize both Customers and Employees. Ok, big deal right? But at least to the customer, they are respectful, courteous, and maintain a cheerful professional attitude, something that's got to be real challenging in today's world of stressful air travel, grumpy passengers, etc. I have never seen an Employee who showed any anger or frustration that they might be feeling. Their fares are good but not always the cheapest, but I appreciate that they don't nickel and dime you over everything like carryons, seats, baggage like other discount competitors. At least with the competitors, dumb looks are still free.

I've been flying Southwest since I was a kid and it seems like even since back then everything they do is geared towards making the customer experience as pleasant as possible. From the interactions with staff, to the fun ways they try to make you smile, and the complimentary drinks on holidays. I've flown United and Airlines and I always felt like a sheep just being herded along, they're missing the human component that Southwest does so well.

I had 15,000 points I went to cash them in to get a free trip and they tell me that they expired that I had to travel within 24 months they tell me that I was one day too late I said I did travel within 24 months they said that that one time that I traveled it was a free trip so it didnt count well naturally was free because I use some of my points thats the reason why we have points they refused to reinstate them theyre telling me that I traveled on February 2 and the 24 month period was over February 1 had I known they were going to do that I wouldve traveled February 1 it was just a one hour flight to visit my father I think they make it hard so you dont ever use your points

I must say that when it comes to prices, Southwest is the king. Whenever they offer direct flights, it's also pretty darn good to be able to go from point A to point B without the hassle of a layover. I give them 5 stars for that.

When it comes to loading, I hate the open seat concept. Trying to get there hours early and stand in line just to get the first come, first serve is ridiculous. I've seen families separated because they couldn't get there in time to sit together. I give them 1 star.

When it comes to professionalism, Southwest is the worst. They're uniform are less than businesslike and the flight attendants are not the friendliest. I saw one yell at an elderly lady because she got the trash bag vice recycle bag mixed up. This happens, quite often. I give them 1 star.

All in all, they average a 3-star review overall. If you are traveling alone and the price is your first concern, then yes go for it. If you prefer professionalism and don't mind paying a bit more, go with another airline.