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Southwest Airlines
Travel & LocalSouthwest Airlines
Traveling with Southwest Airlines is even more convenient with our mobile app!
Traveling with Southwest Airlines is even more convenient with our mobile app!
10M+
Downloads
Traveling with Southwest Airlines is even more convenient with our mobile app!
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About Southwest Airlines
Book a flight in just a few easy steps
Check in, change or cancel your flights. Plus, add extras like EarlyBird Check-In®.
Super-Fast Shopping & Booking
Book a trip in just a few quick taps. Make it even faster when you use your stored credit cards or PayPal® account.
Everything you need to Travel
Get the information you need right at your fingertips on the home screen - gate information, boarding position, flight status and more.
Boarding Pass on the Go
Get mobile boarding passes for all passengers on your trip 24 hours in advance. Southwest passes have rich color and bold font, which makes seeing your Gate and Boarding Position very clear. Find the details you need quickly: Flight Number, Confirmation Number, Boarding Time, Tier Status, and TSA Pre-Check. Don’t forget to add your Mobile Boarding Passes to Google Pay!
Travel Funds
You can now use Travel Funds, Southwest LUV Vouchers and Gift Cards when changing your flight in the app. Your unused Southwest® Travel Funds show up automatically when you tap ‘View Funds’ within ‘My Account’.
Inflight Entertainment*
Use the app to take you to our Inflight Entertainment Portal where you can watch free live TV1, listen to free music from iHeartRadio1, access free on-demand TV episodes, and view free movies.
*Available only on WiFi-enabled aircraft. Limited time offer. Where available. 1Due to licensing restrictions, on WiFi-enabled international flights Free Live TV and iHeartRadio may not be available for the full duration of flight.
Live Chat
Contact our Customer Representatives through Live Chat by scrolling down to Contact Us in the navigation drawer, and then tap on “Chat”.
Airport Pickup and Drop-off
Thanks to our partnership with Lyft®, you can now use the app to help you request a Lyft®! You’ll know key information like estimated time of arrival and estimated price before booking. More of a rental car person? You can do that in the app, too.
Cars, Hotels, and Vacations
Use our app to quickly book all of your travel needs.
Earn Rewards when you Travel
Sign up for Rapid Rewards® and earn points on your flights. Did you forget to add your Rapid Rewards number during booking? – No worries, you can add it after booking your flight and still earn points. You can then use those points to purchase more flights!
Check in, change or cancel your flights. Plus, add extras like EarlyBird Check-In®.
Super-Fast Shopping & Booking
Book a trip in just a few quick taps. Make it even faster when you use your stored credit cards or PayPal® account.
Everything you need to Travel
Get the information you need right at your fingertips on the home screen - gate information, boarding position, flight status and more.
Boarding Pass on the Go
Get mobile boarding passes for all passengers on your trip 24 hours in advance. Southwest passes have rich color and bold font, which makes seeing your Gate and Boarding Position very clear. Find the details you need quickly: Flight Number, Confirmation Number, Boarding Time, Tier Status, and TSA Pre-Check. Don’t forget to add your Mobile Boarding Passes to Google Pay!
Travel Funds
You can now use Travel Funds, Southwest LUV Vouchers and Gift Cards when changing your flight in the app. Your unused Southwest® Travel Funds show up automatically when you tap ‘View Funds’ within ‘My Account’.
Inflight Entertainment*
Use the app to take you to our Inflight Entertainment Portal where you can watch free live TV1, listen to free music from iHeartRadio1, access free on-demand TV episodes, and view free movies.
*Available only on WiFi-enabled aircraft. Limited time offer. Where available. 1Due to licensing restrictions, on WiFi-enabled international flights Free Live TV and iHeartRadio may not be available for the full duration of flight.
Live Chat
Contact our Customer Representatives through Live Chat by scrolling down to Contact Us in the navigation drawer, and then tap on “Chat”.
Airport Pickup and Drop-off
Thanks to our partnership with Lyft®, you can now use the app to help you request a Lyft®! You’ll know key information like estimated time of arrival and estimated price before booking. More of a rental car person? You can do that in the app, too.
Cars, Hotels, and Vacations
Use our app to quickly book all of your travel needs.
Earn Rewards when you Travel
Sign up for Rapid Rewards® and earn points on your flights. Did you forget to add your Rapid Rewards number during booking? – No worries, you can add it after booking your flight and still earn points. You can then use those points to purchase more flights!
Write a Review
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Great airline but improvements needed
Jul 25, 2019 Southwest is my favorite airline but I do have a complaint about my last trip from Boston to New Orleans with a connecting fight at Midway. The Plane landed at Midway on time but there was no gate available so we sat on the runway for awhile before being sent to a makeshift gate with no lounge area as far away as possible from my connecting flight which several other passengers were also booked on. In the past when there were delays and long distances between gates the flight crew always allowed connecting passengers off first. I was seated in the back so it took a long time to get off. I am in my 70’s with knee arthritis and cannot run. All signs on the long walk indicated my next flight was on time so I tried to run which is near impossible for me. When I finally got to gate no one was in line to board and it was just 5 minutes to departure. I thought I missed the flight only to find out it was delayed for more than 30 minutes. Signage had not been updated to alert me on the way. Had I been in my 20’s running to the gate would not have been a problem but a little care and planning by your crews could have helped. Please let connecting passengers of the plane first!more -
Wayne Perry
Jan 22, 2020 I’m not a frequent flyer, I probably use an airline 2 or 3 times a year on vacations with my family. We usually fly on one of the major airlines, Southwest has always been the best. They are right there to help if you need any assistance. They have a real smile on their faces and it just seems to be a relaxing flight to your destination. Some of the other airlines have been alright as well , Jet Blue and Delta would be the only others that I would consider. You ask why not American Airlines, well it’s something I witnessed. The head flight attendant telling the passengers that they couldn’t show any respect to a deceased soldier that had lost his life in Afghanistan fighting his country and our country. His wife was there with some honor guards. We were told not to sing god bless America in honor of this soldier because it would be disrespectful to any of the passengers who were not US citizens and it was against American Airlines company policy. I will never ever consider flying with them again. I’d rather walk to my destination instead. I fly with airlines that prioritize with the citizens of their country. And to any of the passengers that this might have effected, that’s to bad. We honor our Heroes in America. Waynemore -
Dec 1, 2020 Great app. Great options. Does everything but check you luggage for you. Oh.. I do wish it would compare airports. It's 2 hours No. or 2 hours So. to the nearest airports. But you can't put in both at the same time to see who gives you the best fare... Oh well. I still love the app. Should you ever need to call and talk to a human, Ambria is a true angel 😇 💗. As I'm sure all other reps are .more -
No need to call “Customer Support” for this need.
Sep 21, 2019 Needed to change a ticket; departure airport and date. I initially called Customer Support. There was a wait period and the system offered a call back. Since I was on my landline with the information needed on my mobile device. I contemplated waiting for the call back but while looking at the mobile I saw that I could possibly do the changes (modify) myself. I declined the call back and proceeded to MODIFY my flight requirements. The process was GREAT including paying the delta of the fare with my card that was on file. Additionally I could have paid with other options such as Apple Pay and Paypal. In this case the need for human intervention was not needed. However there have been times that is has been needed. So Southwest please do not eliminate your human access/contact for your customers even as AI becomes more prevalent. This will be a major differentiator for your airline. As a cost of doing business. Your overall profits will be rewarded. In summary- instead of waiting 16 mins for a call back. I was able to handle my business with Southwest in under 5 minutes. Again the process was Great!!more -
Jan 10, 2021 Love SWA! Although their one way prices have slowly ended up almost trippling other airlines. I don't mind paying more for their superior business model, but they could tone the cost down a little bit. Best customer service and no change fees or baggage fees are what keep me a loyal customer.more
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Jan 3, 2021 I verified app was updated before flight (auto updated 12/20), flight began amd could not play any movies. Message stated to go check FAQ, no help there. Tried on 3 devices (2 galaxy tablets and 1 galaxy phone). Attendant pulled out (unknown model) phone, and he had no issues.more -
Jan 2, 2021 Do not try to use this to check in! Wouldn't retrieve data, airplane just spins on screen. Very frustrating! Had to finally go to the itinerary email and check in that way. Lost good place in line. 🤯 -
Problems with booking
Mar 25, 2019 I was disappointed with booking a flight. I am planning a trip to Chicago, and there was an option to sign up for a credit card and receive $200 dollars credit on the flight that I was booking. So I applied and qualified for the chase credit card. I went through the entire booking process and when I got to the last step there was an error that said that the phone number I entered was in the incorrect format. I tried like 20 times, and know that I put the phone number in correctly, there’s no other way to put it in. I kept getting the error and eventually the offer had expired 15 minutes later. I am very frustrated that this happened. The next morning I called SWA, and the representative told me that there was nothing they could do about it. She told me that I could call chase and try to figure it out with them. After I called chase, the representative told me that I would have to call SWA and they could help me figure it out. Sadly there was no resolution. I applied for the credit card to gain some points on future flights and I can’t even use the incentive that they promoted on the bottom of the screen. My credit card doesn’t even arrive until a month after I get back from my trip. Please fix this problem so another person doesn’t get as upset as I am right now.more -
Dec 30, 2020 My first time flying with Southwest, my bags as well as my families were inspected and damaged. Our clothes (some of them new Christmas gifts) and belongings were stained. I emailed them about it and they offered me a voucher for their airlines. This doesn't help me at All because my clothes were damaged! I have never had this experience with Delta. I don't want any money off of a flight because I will NEVER fly with this airline again. We deserve a Visa gift card not a voucher! Never again.more -
Online Checkin/ preboarding handicap
Dec 30, 2019 The checkin process was utterly horrible, my nephew checked in for a flight that departs earlier on a Monday than my flight. I, like many others who want a decent seat on my flight timed my checkin exactly 24 hours out to the second and I was given spot B54. The same boarding position that was given to my nephew who checked in 45 minutes later than the 24 hour mark, for a more in demand flight. I felt utterly disgraced and embarrassed by southwest’s negligence and maltreatment of my checkin. Now don’t even get me started on how I was screwed over on a previous flight. I was in a wheel chair and was supposed to be preboarded however, the other disabled was brought onto the plane by the porter while I was waiting to be helped onto the plane. As soon as the other handicapped passenger was brought into the jetway the announcer stated that all other preboarding passengers could begin boarding while I was left in my wheel chair baffled and helpless. She should have waited for me to be helped before giving the other able bodied passengers permission to enter the jetway. I was forced to struggle to my feet and limped over to the jetway entrance. I have been a faithful southwest customer for over 20 years and I hope these atrocious mistakes aren't repeated in the future.more
No reviews available
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Great airline but improvements needed
Jul 25, 2019 Southwest is my favorite airline but I do have a complaint about my last trip from Boston to New Orleans with a connecting fight at Midway. The Plane landed at Midway on time but there was no gate available so we sat on the runway for awhile before being sent to a makeshift gate with no lounge area as far away as possible from my connecting flight which several other passengers were also booked on. In the past when there were delays and long distances between gates the flight crew always allowed connecting passengers off first. I was seated in the back so it took a long time to get off. I am in my 70’s with knee arthritis and cannot run. All signs on the long walk indicated my next flight was on time so I tried to run which is near impossible for me. When I finally got to gate no one was in line to board and it was just 5 minutes to departure. I thought I missed the flight only to find out it was delayed for more than 30 minutes. Signage had not been updated to alert me on the way. Had I been in my 20’s running to the gate would not have been a problem but a little care and planning by your crews could have helped. Please let connecting passengers of the plane first!more -
Wayne Perry
Jan 22, 2020 I’m not a frequent flyer, I probably use an airline 2 or 3 times a year on vacations with my family. We usually fly on one of the major airlines, Southwest has always been the best. They are right there to help if you need any assistance. They have a real smile on their faces and it just seems to be a relaxing flight to your destination. Some of the other airlines have been alright as well , Jet Blue and Delta would be the only others that I would consider. You ask why not American Airlines, well it’s something I witnessed. The head flight attendant telling the passengers that they couldn’t show any respect to a deceased soldier that had lost his life in Afghanistan fighting his country and our country. His wife was there with some honor guards. We were told not to sing god bless America in honor of this soldier because it would be disrespectful to any of the passengers who were not US citizens and it was against American Airlines company policy. I will never ever consider flying with them again. I’d rather walk to my destination instead. I fly with airlines that prioritize with the citizens of their country. And to any of the passengers that this might have effected, that’s to bad. We honor our Heroes in America. Waynemore -
No need to call “Customer Support” for this need.
Sep 21, 2019 Needed to change a ticket; departure airport and date. I initially called Customer Support. There was a wait period and the system offered a call back. Since I was on my landline with the information needed on my mobile device. I contemplated waiting for the call back but while looking at the mobile I saw that I could possibly do the changes (modify) myself. I declined the call back and proceeded to MODIFY my flight requirements. The process was GREAT including paying the delta of the fare with my card that was on file. Additionally I could have paid with other options such as Apple Pay and Paypal. In this case the need for human intervention was not needed. However there have been times that is has been needed. So Southwest please do not eliminate your human access/contact for your customers even as AI becomes more prevalent. This will be a major differentiator for your airline. As a cost of doing business. Your overall profits will be rewarded. In summary- instead of waiting 16 mins for a call back. I was able to handle my business with Southwest in under 5 minutes. Again the process was Great!!more -
Jan 10, 2021 Love SWA! Although their one way prices have slowly ended up almost trippling other airlines. I don't mind paying more for their superior business model, but they could tone the cost down a little bit. Best customer service and no change fees or baggage fees are what keep me a loyal customer.more -
Beware Southwest Voucher
Apr 30, 2018 I received a Southwest 100 voucher from Southwest after spending several hours delayed in the airport. I was pleasantly surprised until a attempted to use it but needed to cancel due to family emergency. What they FAILED to tell me is the voucher number changed to the flight I cancelled thus when I attempted to use it utilizing the voucher number it wouldn’t let me. I attempted to call southwest but this was during the hurricane emergency and several of their customer service locations were not available. I certainly understood that so I went ahead and scheduled my flight WITHOUT the voucher credit. Finally I got ahold of someone who said they could extend for another year because of my trouble and they could see where I had flown again with the voucher but they encouraged me to wait a couple of more months to call and extend since they could only do it once. I did so but the person I got said no. I explained to numerous phone calls and what I had been told but again was said no and no dialogue had been entered into my record. Be careful with your voucher IF you receive one. Southwest does not have the customer service it use to have.more
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Dec 1, 2020 Great app. Great options. Does everything but check you luggage for you. Oh.. I do wish it would compare airports. It's 2 hours No. or 2 hours So. to the nearest airports. But you can't put in both at the same time to see who gives you the best fare... Oh well. I still love the app. Should you ever need to call and talk to a human, Ambria is a true angel 😇 💗. As I'm sure all other reps are .more -
Desiree Guerra
Oct 15, 2018 I am beyond disappointed. I called day before yesterday to change my flight because I was concerned about the weather. I specifically asked the customer service representative if my early bird would transfer. She kept me on hold for 10 minutes then told me that she had to do some investigating and it did transfer. Even sent me a second email showing me it transferred. When I checked in this morning to my surprise I did not get early bird. So I call and the next customer service rep I talked to gave me the run around and basically the first customer service rep had lied to me!! So after paying an additional $126 to change my flight I now how no eRly bird that I paid for and was told did transfer. Then I was told to call another customer service number to address this issue and I was on the phone waiting for someone for 30 minutes!!! If I had known Southwest was going to be so cavalier about taking care of their customers after the money has been spent I would have never given them my business. Just a suggestion, pay the extra for a more professional airline. It’s worth it!!more -
Expensive for earlier flight
Jun 16, 2018 I LOVE flying SouthWest. Easy ap, quick flight to the beach from Nashville, and I enjoy the jokester flight attendants. (Love that part!!) I did make a mistake and booked our vacation to end by flying home on Fathers day. My ex-husband has been a great sport and hasn’t given me too much grief, but I know he’s bummed. I just logged on to see there is a flight that will get us home at 9am instead of 9pm. I’ve coordinated with his wife and we will surprise him with his sons being home to spend the special day together. On the flip side, my mistake is costing me roughly $500. :x I realllllllllllllllllly wish there was a “one time waive of fee for being mindless and not thinking of others” perk so I wouldn’t have been charged so much money for a flight that clearly had the open space.....but in the end, it was in fact MY error. And it will not stop me from continuing to fly SW or promoting the airline. I’m just salty for having to take responsibility for my own actions. Lolmore -
Not as good as it used to be
Mar 24, 2020 On March 11 I flew from sna to phx. Upon arrival to SNA. I observed three to four swa employees standing around. ( flyers were down). Since I had to check bags and I have bad luck with those self check in I approached the drop desk and asked if she would really make me do it myself. She did along with an education of where the ‘ full service’ is in the future. It’s true I didn’t see it but it is also true that with staff standing around idle, why should I work while they twiddle their thumbs? In phx, it was busier. I did my self checkin which gave me tags but no boarding pass so they had to print it anyway. For the record PHX was busier on March 17 than sna had been. In fact the usual service on SWA has historically been exceptionally wonderful with full planes. In both directions the flight was less friendly and devoid of the usual or maybe fun personality your staff is known formore -
Usually top rate
Apr 21, 2018 I've never had a problem traveling Southwest, and actually prefer this airline. On our way down to Florida we had to change planes in Baltimore. Am traveling with my two grandsons ages 11 and 13. Their Dad is a marine serving in Japan as we speak. The first leg of our trip I asked the Southwest employee at the gate if we were allowed to board early...I have their military IDs, etc. she very graciously told us we could board after Group A....we thanked her! In Baltimore I again asked the employee at the gate the same question and he very rudely and loudly shouted that ONLY MILITARY IN UNIFORM could board early! And "I ALREADY MADE THAT ANNOUNCEMENT!" Well, I'm sorry that I didn't hear his announcement but there is never a time for rudeness especially with all the people there were at the gate waiting to board! It made me feel very embarrassed, my grandsons we're uncomfortable and the people around us were shaking their heads in disbelief. Samuel, I believe his name was, did nothing positive in my eyes in keeping with the usually VERY pleasant and kind treatment from Southwest's employees. Let's see if my trip home will be nicer! Personally I do not care if we are allowed to board early...but if it's a benefit my grandsons are entitled to them I shall seek it for them. They definitely learned a lesson in how not to behave when you're interacting with the public!!!more
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Dec 11, 2020 The phone app is very convenient and I like about 80% of it. Some of it is not labeled or the titles of what the app is asking for is confusing and I just had to click on a tab and look for what I needed or blackout and start over. Also it needs some refining on the word size formatting. There were times when applied funds were unreadable because of overlapping and possibly the font. It needs to be more refined. As I said it was convenient and for the most part useable.more -
❤️
Oct 1, 2019 I love flying Southwest. I usually am one of the first to board and I prefer a seat in the back. However, my biggest complaint, is when there are delays. The delay is not the problem so much. But, when I have a connecting flight, and now only have a short window to get to my next flight, perhaps the airlines should consider letting connecting flights people off first. My last flight I paid extra for early boarding. My flight was so delayed that I made sure to sit in the closest seat near the front. Even so, by the time I got off, I was literally running to the opposite end of the airport to get my connection. The plane had already started boarding when I got there. What’s worse, the flight attendants knew I had a connecting flight which started boarding before the door opened on the flight I was currently on. Perhaps, when delays happen, it would be polite to let people who have connections get off first. Especially when the connecting flights are that close to leaving. Delays are going to happen, I’m good with that, but show some appreciation to those of us who have connection and a short window to get to them. ❤️more -
A great suggestion from my Sis
Oct 7, 2018 While planning for this trip to see my Sis in Washington, I must have looked on every site and looked up every travel carrier there is. A very slow and tedious process. I was so done and about to give up because I could not find what I wanted which was a cheap trip from Seattle, WA to Long Beach, Ca where I live. I did not want to be anywhere near LAX’s chaos, I just wanted to get home quickly. My Sis suggested Southwest which I was surprised that I hadn’t checked out. Booked me a trip just like! THEN - my hubby told of a time conflict he had - he had to be back in LBG on Monday. No problem, I thought, I’ll just talk to a rep to get the date changed. And I did talked to the rep and she assured me of the change. I printed out the tickets, didn’t look at the dates and left. (My bad) It wasn’t until I got ready to check in for the flight that I started having problems. Called a rep and guess what- no dates had been changed. Had to cancel so many things - horrible! The rep I talked to was so nice -LIZ - which why the rating is as it is but that rep bought it down. You only had ONE job...more -
Some things I wish I could do
Aug 3, 2018 With string enough internet, updates are timely and booking is a clear process; the app has never failed me! But there are two things that would make it more convenient. 1. A Check In button below the next upcoming flight. If my confirmation number and travel information is in Trips, why do I still have to go to Check In and enter my confirmation and name? As someone who tries to wake up 24 hours before my flight in a panic to check in, this would be really nice. Unless they’re doing this on purpose. 2. I’d like to be able to keep travel funds in a place attached to my account then deduct from them when I book instead of constantly having to enter them as a payment option. I can save credit card info so why not travel funds? Simple shopping platforms apply credit saved to purchases and note the difference of values. This should be for browser and app options. I can also see this inconvenience as purposeful if they want folks to forget they have travel funds.more -
App is limiting...
Mar 12, 2018 You can’t look up or book international flights using the app; you need to use the desktop site. It is annoying that you can’t switch between dollars and points while looking up flights; you need to start a new search if you want to view dollars instead of points and vice versa, even when it’s the same flight search. Southwest, can you please have your webmaster add that feature? Thank you! Also, we should be able to revise our travel companions and make account changes using the app (and website) instead of having to call. Southwest is always my first choice when flying! I use the app when possible but find it necessary to use the desktop site or call when the app doesn’t facilitate, and why provide an app for your customers if it is less convenient and not equal to what you can accomplish on the desktop site? I know these are first-world problems, but I’m just sayin. I love Southwest. Amazing customer service, great policies, and they get me where I need to be (with very reasonable prices). Yay!more
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Horrible experience
Jun 13, 2018 The customer service was very rude. I have been on a plane over 10 times and Ive always had great friendly/funny Pilots, flight attendants, anybody working on the plane that Ive encountered customer service with. And to me thats one of the most important things. They were EXTREMELY rude while I started to feel sick on the plane which has never happened to me before I always have great flights with no problems, but usually I fly through Delta. I will NEVER fly with Southwest again because of how rude the workers were to not even just me. They were also super slow on getting our drinks out and no snacks were offered, which I thought all airlines offered snacks. And when I was using the bathroom I had forgotten to lock the door, one of the ladys working knocks and then OPENS the door to tell me I need to lock it. Luckily I wasn’t in the middle of going to the bathroom I was just about to wash my hands...I didnt notice if maybe the door was slightly open and she saw that I wasnt going to the bathroom so she opened it..but either way I thought it was rude of her to just open the bathroom door knowing I was in there. I didnt happen to catch the girls name that I had bad experiences with but she had short blonde hair, slightly bigger.more -
Don’t Use App for Check-In
Dec 27, 2019 The last few times I’ve used this app for check in, I have had less than stellar, or responsive results. I’ll hover by my phone waiting for the minute to turn and then refresh the screen waiting for check-in to start. The minute turns, I refresh the screen and...”see agent at gate”. I go back to the home screen again, attempt to see there details of my trip and see the check in button and...”see agent at gate” comes up yet again. It’s not until the third time and about a minute of screen refreshing later that the check in button pops up along with a “C” or high “B” at best group boarding pass. I thought this was a one time fluke, but I’ve tried checking in over WiFi and over the network, and have had the same results twice in a row. I assume the experience must be better over a computer, so I’d heavily recommend using that if you don’t want a C boarding pass for trying to check in the first second you can. Otherwise, the app works fine, but since Southwest is open seating, check in responsiveness has an immense impact on the experience.more -
Check In
Dec 25, 2019 I would have given this app 5 stars if it wasn’t for the check in feature glitch. The check in feature has repeatedly given me multiple error messages when trying to check in 24 hours prior to several of my flights. For example, this morning I tried to check in for my upcoming flight, but I was delayed due to a glitch in the app. My flight is at 6 am tomorrow, so I hit the check in feature on my app right when the phone turned 6 am, and followed the prompts to check in. The app gave me the error message that it was unable to check me in and to contact a gate agent. I exited the app multiple times and went through the process again and again, until it finally allowed me to check in. This is not a one off either and seems to happen every time I try to check in for my flights and I end up with a late boarding pass. Other than this annoying feature, the app is great for making reservations, but this is a pretty big deal considering that the seats are selected based on your position in line.more -
Southwest Air Lines App
Oct 20, 2018 The app needs much more user friendly attention. It needs to address Lost Luggage, Missing luggage items, WiFi, & traveler’s flight opinions. If a traveler loss luggage or items missing from there luggage there should be a short cut(icon) to help you address this issue(s). WiFi should be added to app. Some travelers did not know that they should have downloaded a separate app before boarding. Not all airline use the same WiFi systems, this would save travelers time. Giving Southwest Air Line travelers a voice is empowering! The app should have a spot for everyone’s opinions. This would be the most useful system for Southwest learn exactly what needs to be addressed. The Rapid Rewards number should be woven into the app to help users & Southwest Air Lines reduce the users form information entering. Seating Up grades should also have an icon. If seating upgrade is not possible on the app, it should address you to see or call a Southwest Representative. In all this would reduce Southwest Air Lines work load and save travelers standing in line.more -
Inconsistent reschedule / cancellation messages
Mar 24, 2019 My wife and I booked the same flights between Boston and Nashville for weekend of Mar 29-31. I received a message 1-2 weeks ago that I could reschedule it for free. I assumed it was due to Boeing issues. But when I looked on my app to reschedule, my flight was still available and my wife did not receive a notice. So I kept the flight. This morning, 5 days before the flight, my wife received a text message that the flight was cancelled. I did not receive this message. We looked on our app and saw our flight is no longer shown. So we both rescheduled from our non-stop flight to a later 1-stop flight. We lose our Friday night time on the trip. We have lost confidence in knowing what to expect. Will we receive a message if our return flight is cancelled? Will others receive a message that we do not receive? SW should be more clear when a flight is cancelled and consistent with all passengers. And the app should not show flights that are cancelled.more
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Jan 3, 2021 I verified app was updated before flight (auto updated 12/20), flight began amd could not play any movies. Message stated to go check FAQ, no help there. Tried on 3 devices (2 galaxy tablets and 1 galaxy phone). Attendant pulled out (unknown model) phone, and he had no issues.more -
Jan 2, 2021 Do not try to use this to check in! Wouldn't retrieve data, airplane just spins on screen. Very frustrating! Had to finally go to the itinerary email and check in that way. Lost good place in line. 🤯 -
Problems with booking
Mar 25, 2019 I was disappointed with booking a flight. I am planning a trip to Chicago, and there was an option to sign up for a credit card and receive $200 dollars credit on the flight that I was booking. So I applied and qualified for the chase credit card. I went through the entire booking process and when I got to the last step there was an error that said that the phone number I entered was in the incorrect format. I tried like 20 times, and know that I put the phone number in correctly, there’s no other way to put it in. I kept getting the error and eventually the offer had expired 15 minutes later. I am very frustrated that this happened. The next morning I called SWA, and the representative told me that there was nothing they could do about it. She told me that I could call chase and try to figure it out with them. After I called chase, the representative told me that I would have to call SWA and they could help me figure it out. Sadly there was no resolution. I applied for the credit card to gain some points on future flights and I can’t even use the incentive that they promoted on the bottom of the screen. My credit card doesn’t even arrive until a month after I get back from my trip. Please fix this problem so another person doesn’t get as upset as I am right now.more -
Dec 30, 2020 My first time flying with Southwest, my bags as well as my families were inspected and damaged. Our clothes (some of them new Christmas gifts) and belongings were stained. I emailed them about it and they offered me a voucher for their airlines. This doesn't help me at All because my clothes were damaged! I have never had this experience with Delta. I don't want any money off of a flight because I will NEVER fly with this airline again. We deserve a Visa gift card not a voucher! Never again.more -
Online Checkin/ preboarding handicap
Dec 30, 2019 The checkin process was utterly horrible, my nephew checked in for a flight that departs earlier on a Monday than my flight. I, like many others who want a decent seat on my flight timed my checkin exactly 24 hours out to the second and I was given spot B54. The same boarding position that was given to my nephew who checked in 45 minutes later than the 24 hour mark, for a more in demand flight. I felt utterly disgraced and embarrassed by southwest’s negligence and maltreatment of my checkin. Now don’t even get me started on how I was screwed over on a previous flight. I was in a wheel chair and was supposed to be preboarded however, the other disabled was brought onto the plane by the porter while I was waiting to be helped onto the plane. As soon as the other handicapped passenger was brought into the jetway the announcer stated that all other preboarding passengers could begin boarding while I was left in my wheel chair baffled and helpless. She should have waited for me to be helped before giving the other able bodied passengers permission to enter the jetway. I was forced to struggle to my feet and limped over to the jetway entrance. I have been a faithful southwest customer for over 20 years and I hope these atrocious mistakes aren't repeated in the future.more
What’s Groovy
Absolutely love Southwest Airline. I traveled from Tampa to Michigan then to Ohio and back to Tampa twice and every time had a wonderful experience with their staff. They make it very easy especially for newbies in the airport. I have MS and walk with a cane and they gave me a ride to my gate with no problem. of course you must tip the person pushing you in the wheelchair but it gets you through security a lot faster. Tip them $5 and your experience will be wonderful trust me. Best, Derek
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What’s Subpar
I don't think this app has always been this bad but my most recent usage of it has shown that it was an awful waste of time. Doesn't keep you logged in, autocomplete doesn't work correctly, and it's incredibly difficult to do things as simple as finding a boarding pass for a flight (are you REALLY going to make me go to the website or my email to find the confirmation to look up the pass???)
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Filter Reviews
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Great airline but improvements needed
Southwest is my favorite airline but I do have a complaint about my last trip from Boston to New Orleans with a connecting fight at Midway. The Plane landed at Midway on time but there was no gate available so we sat on the runway for awhile before being sent to a makeshift gate with no lounge area as far away as possible from my connecting flight which several other passengers were also booked on. In the past when there were delays and long distances between gates the flight crew always allowed connecting passengers off first. I was seated in the back so it took a long time to get off. I am in my 70’s with knee arthritis and cannot run. All signs on the long walk indicated my next flight was on time so I tried to run which is near impossible for me. When I finally got to gate no one was in line to board and it was just 5 minutes to departure. I thought I missed the flight only to find out it was delayed for more than 30 minutes. Signage had not been updated to alert me on the way. Had I been in my 20’s running to the gate would not have been a problem but a little care and planning by your crews could have helped. Please let connecting passengers of the plane first! -
Wayne Perry
I’m not a frequent flyer, I probably use an airline 2 or 3 times a year on vacations with my family. We usually fly on one of the major airlines, Southwest has always been the best. They are right there to help if you need any assistance. They have a real smile on their faces and it just seems to be a relaxing flight to your destination. Some of the other airlines have been alright as well , Jet Blue and Delta would be the only others that I would consider. You ask why not American Airlines, well it’s something I witnessed. The head flight attendant telling the passengers that they couldn’t show any respect to a deceased soldier that had lost his life in Afghanistan fighting his country and our country. His wife was there with some honor guards. We were told not to sing god bless America in honor of this soldier because it would be disrespectful to any of the passengers who were not US citizens and it was against American Airlines company policy. I will never ever consider flying with them again. I’d rather walk to my destination instead. I fly with airlines that prioritize with the citizens of their country. And to any of the passengers that this might have effected, that’s to bad. We honor our Heroes in America. Wayne -
Great app. Great options. Does everything but check you luggage for you. Oh.. I do wish it would compare airports. It's 2 hours No. or 2 hours So. to the nearest airports. But you can't put in both at the same time to see who gives you the best fare... Oh well. I still love the app. Should you ever need to call and talk to a human, Ambria is a true angel 😇 💗. As I'm sure all other reps are .
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No need to call “Customer Support” for this need.
Needed to change a ticket; departure airport and date. I initially called Customer Support. There was a wait period and the system offered a call back. Since I was on my landline with the information needed on my mobile device. I contemplated waiting for the call back but while looking at the mobile I saw that I could possibly do the changes (modify) myself. I declined the call back and proceeded to MODIFY my flight requirements. The process was GREAT including paying the delta of the fare with my card that was on file. Additionally I could have paid with other options such as Apple Pay and Paypal. In this case the need for human intervention was not needed. However there have been times that is has been needed. So Southwest please do not eliminate your human access/contact for your customers even as AI becomes more prevalent. This will be a major differentiator for your airline. As a cost of doing business. Your overall profits will be rewarded. In summary- instead of waiting 16 mins for a call back. I was able to handle my business with Southwest in under 5 minutes. Again the process was Great!! -
Love SWA! Although their one way prices have slowly ended up almost trippling other airlines. I don't mind paying more for their superior business model, but they could tone the cost down a little bit. Best customer service and no change fees or baggage fees are what keep me a loyal customer.
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Beware Southwest Voucher
I received a Southwest 100 voucher from Southwest after spending several hours delayed in the airport. I was pleasantly surprised until a attempted to use it but needed to cancel due to family emergency. What they FAILED to tell me is the voucher number changed to the flight I cancelled thus when I attempted to use it utilizing the voucher number it wouldn’t let me. I attempted to call southwest but this was during the hurricane emergency and several of their customer service locations were not available. I certainly understood that so I went ahead and scheduled my flight WITHOUT the voucher credit. Finally I got ahold of someone who said they could extend for another year because of my trouble and they could see where I had flown again with the voucher but they encouraged me to wait a couple of more months to call and extend since they could only do it once. I did so but the person I got said no. I explained to numerous phone calls and what I had been told but again was said no and no dialogue had been entered into my record. Be careful with your voucher IF you receive one. Southwest does not have the customer service it use to have. -
The phone app is very convenient and I like about 80% of it. Some of it is not labeled or the titles of what the app is asking for is confusing and I just had to click on a tab and look for what I needed or blackout and start over. Also it needs some refining on the word size formatting. There were times when applied funds were unreadable because of overlapping and possibly the font. It needs to be more refined. As I said it was convenient and for the most part useable.
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Dr Sue E Pressman
SWA is always my first airline of choice. The customer service is the highest, in my opinion, in the airline industry. I once lost my wallet on the flight. Not only did they find it and contact me, but it was sent to the headquarters and mailed back to me with everything in tact!!! Including all the money!! Southwest Rocks!!! Please; never go out of business!!! In contrast, I once left my beautiful leather jacket on a Delta flight. The plane was still at the gate and when I realized, almost immediately, that I had left the jacket in the overhead bin, I reported it to the gate attendant. I got no help and never got the jacket back. One other time with Delta, I had to check my bag at the gate because the overhead bins were full. That had valuable personal items in the bag. The bag was stollen, no ID put into the computer and I never got it back. For at least 5 years I have put Delta airlines out of business, in my mind. Again...Southwest is the B E S T!!! Every other airline and many other industries can learn a lot by paying attention to the SWA business model. Dr. Sue Pressman Licensed Professional Counselor Certified Career Counselor Board Certified Coach -
Perfect Model
I love the business model of Southwest. People are treated equally based upon needed. There is no classism built into the business model of Southwest. Those with greatest needs are serviced first and then everyone else has an equal chance to sit anywhere in the cabin of the plane they choose. No curtains being pulled to divide customers based upon class. I love this! At the most, you can pay up to $50 to improve your number in line for entering the plane. This fee is not so high that only a few can afford it and it’s the max fee, your fee could be as low as $15. The pilots and flight attendants are friendly and seem to enjoy their job. They deal with passengers who out of compliance with federal regulations (such as being on a phone call after the door has closed when pushing away from the gate) in a friendly and gentle manner. If there is a Southwest flight available for my trip, I will always choose Southwest over any other airline available. Thank you, Southwest. We see the efforts your company is making to do good business. You’ve earned a loyal customer in me! -
Its my first time using it, its pretty easy so far. Once you check in, I think it should say you have checked in each time you open the app so you don't have to go thru the motions everytime u open it.
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Puppies
I always travel southwest when I deliver my puppies. Everyone is always so wonderful! -
Please add receipt to flight history in app
No complaints with SWA. I have flown with them hundreds of times with few issues. My only request is that you add receipt to flight history. I have to expense flights sometimes for work and this would make it much easier than searching through emails. Keep up the good work. -
Me Price
User friendly!! -
Breeze through the booking process
Yep... easy as pie. Whatever that means. This app is what all booking apps should strive to be. Thanks for the ease of use programmers. -
Great Service
Voted #1 for a reason! -
Best airline on planet earth! Best app!
I love Southwest Airlines, and their app is extraordinarily easy to use. Thank you, Southwest! -
Super fast and user friendly
Thanks -
Best airline ever!
Always fly Southwest when possible! -
Great App
Like thus app. Very user friendly. -
Forever Loyal
I am a forever loyal partner with SWA! Because they were partners with my family when Sophia, my granddaughter was battling cancer. We were required to make many flights from Kansas City to New York City throughout her three years of treatment. Every time we needed help you came through... you were a part of the team that saved her! She is now 11 years old and looking forward to another flight to NYC, this time to celebrate 5 years CANCER FREE! Thank you SWA, I am Forever Loyal. Lisa Prosser-Dodds
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Great airline but improvements needed
Southwest is my favorite airline but I do have a complaint about my last trip from Boston to New Orleans with a connecting fight at Midway. The Plane landed at Midway on time but there was no gate available so we sat on the runway for awhile before being sent to a makeshift gate with no lounge area as far away as possible from my connecting flight which several other passengers were also booked on. In the past when there were delays and long distances between gates the flight crew always allowed connecting passengers off first. I was seated in the back so it took a long time to get off. I am in my 70’s with knee arthritis and cannot run. All signs on the long walk indicated my next flight was on time so I tried to run which is near impossible for me. When I finally got to gate no one was in line to board and it was just 5 minutes to departure. I thought I missed the flight only to find out it was delayed for more than 30 minutes. Signage had not been updated to alert me on the way. Had I been in my 20’s running to the gate would not have been a problem but a little care and planning by your crews could have helped. Please let connecting passengers of the plane first! -
Wayne Perry
I’m not a frequent flyer, I probably use an airline 2 or 3 times a year on vacations with my family. We usually fly on one of the major airlines, Southwest has always been the best. They are right there to help if you need any assistance. They have a real smile on their faces and it just seems to be a relaxing flight to your destination. Some of the other airlines have been alright as well , Jet Blue and Delta would be the only others that I would consider. You ask why not American Airlines, well it’s something I witnessed. The head flight attendant telling the passengers that they couldn’t show any respect to a deceased soldier that had lost his life in Afghanistan fighting his country and our country. His wife was there with some honor guards. We were told not to sing god bless America in honor of this soldier because it would be disrespectful to any of the passengers who were not US citizens and it was against American Airlines company policy. I will never ever consider flying with them again. I’d rather walk to my destination instead. I fly with airlines that prioritize with the citizens of their country. And to any of the passengers that this might have effected, that’s to bad. We honor our Heroes in America. Wayne -
No need to call “Customer Support” for this need.
Needed to change a ticket; departure airport and date. I initially called Customer Support. There was a wait period and the system offered a call back. Since I was on my landline with the information needed on my mobile device. I contemplated waiting for the call back but while looking at the mobile I saw that I could possibly do the changes (modify) myself. I declined the call back and proceeded to MODIFY my flight requirements. The process was GREAT including paying the delta of the fare with my card that was on file. Additionally I could have paid with other options such as Apple Pay and Paypal. In this case the need for human intervention was not needed. However there have been times that is has been needed. So Southwest please do not eliminate your human access/contact for your customers even as AI becomes more prevalent. This will be a major differentiator for your airline. As a cost of doing business. Your overall profits will be rewarded. In summary- instead of waiting 16 mins for a call back. I was able to handle my business with Southwest in under 5 minutes. Again the process was Great!! -
Love SWA! Although their one way prices have slowly ended up almost trippling other airlines. I don't mind paying more for their superior business model, but they could tone the cost down a little bit. Best customer service and no change fees or baggage fees are what keep me a loyal customer.
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Beware Southwest Voucher
I received a Southwest 100 voucher from Southwest after spending several hours delayed in the airport. I was pleasantly surprised until a attempted to use it but needed to cancel due to family emergency. What they FAILED to tell me is the voucher number changed to the flight I cancelled thus when I attempted to use it utilizing the voucher number it wouldn’t let me. I attempted to call southwest but this was during the hurricane emergency and several of their customer service locations were not available. I certainly understood that so I went ahead and scheduled my flight WITHOUT the voucher credit. Finally I got ahold of someone who said they could extend for another year because of my trouble and they could see where I had flown again with the voucher but they encouraged me to wait a couple of more months to call and extend since they could only do it once. I did so but the person I got said no. I explained to numerous phone calls and what I had been told but again was said no and no dialogue had been entered into my record. Be careful with your voucher IF you receive one. Southwest does not have the customer service it use to have. -
Dr Sue E Pressman
SWA is always my first airline of choice. The customer service is the highest, in my opinion, in the airline industry. I once lost my wallet on the flight. Not only did they find it and contact me, but it was sent to the headquarters and mailed back to me with everything in tact!!! Including all the money!! Southwest Rocks!!! Please; never go out of business!!! In contrast, I once left my beautiful leather jacket on a Delta flight. The plane was still at the gate and when I realized, almost immediately, that I had left the jacket in the overhead bin, I reported it to the gate attendant. I got no help and never got the jacket back. One other time with Delta, I had to check my bag at the gate because the overhead bins were full. That had valuable personal items in the bag. The bag was stollen, no ID put into the computer and I never got it back. For at least 5 years I have put Delta airlines out of business, in my mind. Again...Southwest is the B E S T!!! Every other airline and many other industries can learn a lot by paying attention to the SWA business model. Dr. Sue Pressman Licensed Professional Counselor Certified Career Counselor Board Certified Coach -
Perfect Model
I love the business model of Southwest. People are treated equally based upon needed. There is no classism built into the business model of Southwest. Those with greatest needs are serviced first and then everyone else has an equal chance to sit anywhere in the cabin of the plane they choose. No curtains being pulled to divide customers based upon class. I love this! At the most, you can pay up to $50 to improve your number in line for entering the plane. This fee is not so high that only a few can afford it and it’s the max fee, your fee could be as low as $15. The pilots and flight attendants are friendly and seem to enjoy their job. They deal with passengers who out of compliance with federal regulations (such as being on a phone call after the door has closed when pushing away from the gate) in a friendly and gentle manner. If there is a Southwest flight available for my trip, I will always choose Southwest over any other airline available. Thank you, Southwest. We see the efforts your company is making to do good business. You’ve earned a loyal customer in me! -
Its my first time using it, its pretty easy so far. Once you check in, I think it should say you have checked in each time you open the app so you don't have to go thru the motions everytime u open it.
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Good app overall, enhancements needed
The app is great if you’re booking your standard one way or roundtrip fares. It would be nice if you could book multiple destinations and legs of a trip within one booking in the app the way you can on the website. Also, it would be great if you could purchase inflight wifi from the app since our credit card and info is already attached there. Currently, you go through the website and browser. Also, if southwest could figure out a sign-in situation for the wifi to use on more than one device you own, that would be great. I had to pay $8 twice because I purchased the wifi on my phone first and then realized I needed to get work done on my laptop but could not use the same connection on more than one device. I believe Delta has figured it out, but it would be a great enhancement so I’m not double-paying or have to change my phone plan to use that as a hotspot for my laptop. If we’ve paid for wifi, it’s fair to be able to use it on multiple devices you own through some sign-on feature. -
Have had no issues whatsoever with Southwest. Planes are always clean, pilot and flight crew have always been courteous and professional and prices have always been excellent. 100% satisfied with this airline. I highly recommend.
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Great app. Great options. Does everything but check you luggage for you. Oh.. I do wish it would compare airports. It's 2 hours No. or 2 hours So. to the nearest airports. But you can't put in both at the same time to see who gives you the best fare... Oh well. I still love the app. Should you ever need to call and talk to a human, Ambria is a true angel 😇 💗. As I'm sure all other reps are .
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Desiree Guerra
I am beyond disappointed. I called day before yesterday to change my flight because I was concerned about the weather. I specifically asked the customer service representative if my early bird would transfer. She kept me on hold for 10 minutes then told me that she had to do some investigating and it did transfer. Even sent me a second email showing me it transferred. When I checked in this morning to my surprise I did not get early bird. So I call and the next customer service rep I talked to gave me the run around and basically the first customer service rep had lied to me!! So after paying an additional $126 to change my flight I now how no eRly bird that I paid for and was told did transfer. Then I was told to call another customer service number to address this issue and I was on the phone waiting for someone for 30 minutes!!! If I had known Southwest was going to be so cavalier about taking care of their customers after the money has been spent I would have never given them my business. Just a suggestion, pay the extra for a more professional airline. It’s worth it!! -
Expensive for earlier flight
I LOVE flying SouthWest. Easy ap, quick flight to the beach from Nashville, and I enjoy the jokester flight attendants. (Love that part!!) I did make a mistake and booked our vacation to end by flying home on Fathers day. My ex-husband has been a great sport and hasn’t given me too much grief, but I know he’s bummed. I just logged on to see there is a flight that will get us home at 9am instead of 9pm. I’ve coordinated with his wife and we will surprise him with his sons being home to spend the special day together. On the flip side, my mistake is costing me roughly $500. :x I realllllllllllllllllly wish there was a “one time waive of fee for being mindless and not thinking of others” perk so I wouldn’t have been charged so much money for a flight that clearly had the open space.....but in the end, it was in fact MY error. And it will not stop me from continuing to fly SW or promoting the airline. I’m just salty for having to take responsibility for my own actions. Lol -
Not as good as it used to be
On March 11 I flew from sna to phx. Upon arrival to SNA. I observed three to four swa employees standing around. ( flyers were down). Since I had to check bags and I have bad luck with those self check in I approached the drop desk and asked if she would really make me do it myself. She did along with an education of where the ‘ full service’ is in the future. It’s true I didn’t see it but it is also true that with staff standing around idle, why should I work while they twiddle their thumbs? In phx, it was busier. I did my self checkin which gave me tags but no boarding pass so they had to print it anyway. For the record PHX was busier on March 17 than sna had been. In fact the usual service on SWA has historically been exceptionally wonderful with full planes. In both directions the flight was less friendly and devoid of the usual or maybe fun personality your staff is known for -
Usually top rate
I've never had a problem traveling Southwest, and actually prefer this airline. On our way down to Florida we had to change planes in Baltimore. Am traveling with my two grandsons ages 11 and 13. Their Dad is a marine serving in Japan as we speak. The first leg of our trip I asked the Southwest employee at the gate if we were allowed to board early...I have their military IDs, etc. she very graciously told us we could board after Group A....we thanked her! In Baltimore I again asked the employee at the gate the same question and he very rudely and loudly shouted that ONLY MILITARY IN UNIFORM could board early! And "I ALREADY MADE THAT ANNOUNCEMENT!" Well, I'm sorry that I didn't hear his announcement but there is never a time for rudeness especially with all the people there were at the gate waiting to board! It made me feel very embarrassed, my grandsons we're uncomfortable and the people around us were shaking their heads in disbelief. Samuel, I believe his name was, did nothing positive in my eyes in keeping with the usually VERY pleasant and kind treatment from Southwest's employees. Let's see if my trip home will be nicer! Personally I do not care if we are allowed to board early...but if it's a benefit my grandsons are entitled to them I shall seek it for them. They definitely learned a lesson in how not to behave when you're interacting with the public!!! -
Reservations
Reservations made through other agencies other than Southwest, don’t get atomically linked to you southwest travel rewards account, if you didn’t provide the rewards number initially. I will to be able to look up my reservation in the app and have the app link that external reservation to my rewards number. Also to store it, as previous trips. The reason I say this, is because I made reserved a flight through my employer, I was able to check in in the app, but the reservation was not automatically saved as a previous trip. Nor did I get credit for the miles traveled. I did not provided my travel rewards number when the reservation was done. But I feel that since I was able to check in via the app, that the reservation would should had been saved automatically as one of my previous trips. -
Overall review
I have been using Southwest to travel for work for 4 years. I still am not in favor of their line up system and open seating. It causes confusion every flight Over the years it seems that the flight attendants are getting less nice. I have met some nice attendants who seem to enjoy their job. They make the flight pleasant. Others act like you are a nuisance if you ask them for anything. As if you have inconvenienced them. They sit in their seat read a book and chat about how terrible the passengers were on their last flight I lost my drivers license. Southwest wanted to charge me $29 just to make an inquiry. I didn’t do it. I got a replacement license but it worries me as to who has my license? The flights seem to be on time for the most part. I haven’t had much trouble with delays Their flights are always full -
Accept ApplePay for InFlight Texting & WiFi
I ❤️ Southwest Airlines - mostly for the Passenger-Friendly Policies like Free Bags & Not Charging for Changes. Those 2 reasons alone make me a loyal to SW. The app is Very Useful, and straightforward as I would expect also. MUCH Better than any other Airline. I do have ONE Gripe though. Having to enter my Credit Card Info to buy InFlight WiFi or Texting in this age of ApplePay is SO Un-SouthWest-Like. ApplePay is all I use for online purchases bc of it’s Convenience & Security! Please Add ApplePay to your methods of accepted payments for In-Flight WiFi & Texting. That would be SOOO Nice & Southwest-like and I would gladly come back and raise my rating to 5 Stars! Also ApplePay to Buy Tickets in the app or on the website. I’d like for ApplePay to at least be an option bc I’m Such a believer in their security technology when purchasing by device (Touch-ID & now Face-ID)!
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The phone app is very convenient and I like about 80% of it. Some of it is not labeled or the titles of what the app is asking for is confusing and I just had to click on a tab and look for what I needed or blackout and start over. Also it needs some refining on the word size formatting. There were times when applied funds were unreadable because of overlapping and possibly the font. It needs to be more refined. As I said it was convenient and for the most part useable.
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❤️
I love flying Southwest. I usually am one of the first to board and I prefer a seat in the back. However, my biggest complaint, is when there are delays. The delay is not the problem so much. But, when I have a connecting flight, and now only have a short window to get to my next flight, perhaps the airlines should consider letting connecting flights people off first. My last flight I paid extra for early boarding. My flight was so delayed that I made sure to sit in the closest seat near the front. Even so, by the time I got off, I was literally running to the opposite end of the airport to get my connection. The plane had already started boarding when I got there. What’s worse, the flight attendants knew I had a connecting flight which started boarding before the door opened on the flight I was currently on. Perhaps, when delays happen, it would be polite to let people who have connections get off first. Especially when the connecting flights are that close to leaving. Delays are going to happen, I’m good with that, but show some appreciation to those of us who have connection and a short window to get to them. ❤️ -
A great suggestion from my Sis
While planning for this trip to see my Sis in Washington, I must have looked on every site and looked up every travel carrier there is. A very slow and tedious process. I was so done and about to give up because I could not find what I wanted which was a cheap trip from Seattle, WA to Long Beach, Ca where I live. I did not want to be anywhere near LAX’s chaos, I just wanted to get home quickly. My Sis suggested Southwest which I was surprised that I hadn’t checked out. Booked me a trip just like! THEN - my hubby told of a time conflict he had - he had to be back in LBG on Monday. No problem, I thought, I’ll just talk to a rep to get the date changed. And I did talked to the rep and she assured me of the change. I printed out the tickets, didn’t look at the dates and left. (My bad) It wasn’t until I got ready to check in for the flight that I started having problems. Called a rep and guess what- no dates had been changed. Had to cancel so many things - horrible! The rep I talked to was so nice -LIZ - which why the rating is as it is but that rep bought it down. You only had ONE job... -
Some things I wish I could do
With string enough internet, updates are timely and booking is a clear process; the app has never failed me! But there are two things that would make it more convenient. 1. A Check In button below the next upcoming flight. If my confirmation number and travel information is in Trips, why do I still have to go to Check In and enter my confirmation and name? As someone who tries to wake up 24 hours before my flight in a panic to check in, this would be really nice. Unless they’re doing this on purpose. 2. I’d like to be able to keep travel funds in a place attached to my account then deduct from them when I book instead of constantly having to enter them as a payment option. I can save credit card info so why not travel funds? Simple shopping platforms apply credit saved to purchases and note the difference of values. This should be for browser and app options. I can also see this inconvenience as purposeful if they want folks to forget they have travel funds. -
App is limiting...
You can’t look up or book international flights using the app; you need to use the desktop site. It is annoying that you can’t switch between dollars and points while looking up flights; you need to start a new search if you want to view dollars instead of points and vice versa, even when it’s the same flight search. Southwest, can you please have your webmaster add that feature? Thank you! Also, we should be able to revise our travel companions and make account changes using the app (and website) instead of having to call. Southwest is always my first choice when flying! I use the app when possible but find it necessary to use the desktop site or call when the app doesn’t facilitate, and why provide an app for your customers if it is less convenient and not equal to what you can accomplish on the desktop site? I know these are first-world problems, but I’m just sayin. I love Southwest. Amazing customer service, great policies, and they get me where I need to be (with very reasonable prices). Yay! -
Not as Good as the Website
Reasonable to navigate, but some functions are hard to find. It seems my flight is easy to find, but I cannot directly check in my companion fare person by direct link. The checking in the underage kids linked to my reservation requires me to exit app and check them in separate. The web page makes this simpler by at least showing their reservation numbers, but the app only shows the companion after some searching. And the dogs? Why can they not be checked in online? Just like a TSA document, flier status, etc, why can I not post their medical certificate and until it expires (assuming it’s not renewed), check them in online? You already charge me $95 each way for each 4# dog, take away my right to bring a carry on (22#), and then make me see an agent to add what extra review? Try to be a leader - change the process now, do not wait until “the industry” makes the move. Serve your customer needs first where it is a reasonable request. -
Good except usability for a couple of things
When I am logged in and looking at an upcoming flight, it is not clear whether I am checked-in or not. If a person in the traveling party is not checked in, there should be an option to check in next to the flight and person displayed. If a person is checked in, there should be an option to view the boarding pass. I am a parent traveling with my 4-year old, I bought the tickets but I cannot view and save my child’s boarding pass unless I sign out of my account and sign in with hers, and have to create an account for my child if she doesn’t have one already. That is not a good user experience and has no security advantage. If an adult buys tickets for him/herself and others on the same flight, especially minors, and even more so young children, the buying adult should be able to see and save the boarding passes for all the people traveling with him/her whom he/she bought tickets for. -
Great app minus one major flaw
I am a loyal southwest customer, and I have been using this app for at least a few years now and I love it! But i keep having an issue that makes me go to the website instead of using the app for purchases. When I try to book a flight and choose the dates, it takes me to the calendar view to choose the dates but then there’s no way to get out of it! I pick the dates and then it just stays there, there’s no “back” or “finish” button, so I have to exit the app and can’t use it to finish booking or even check prices. In the past, once the dates were picked it would automatically go back to the previous booking page I think. Hopefully this is just a glitch but it’s been an issue for about a year. Am I missing something? As of now I book all my flights online and only use the app for the flight info and boarding pass. I would like to be able to check flights and prices too. -
Random flight cancellation!
I was on an early morning flight last week to Phoenix that was cancelled the night before quite unexpectedly. I called and was told it was because of “weather” yet there were flights right before it and right after it that weren’t affected. I had to rebook for much later the next day which really negatively affected my plans. Woke up the next morning and there was no “weather” issues In Cleveland and when I got to Milwaukee ( same stopover city in the cancelled fight) it was completely dry so no evidence of weather there either. I’ve talked to others that this has also happened to randomly for “weather” or other unexplainable reasons as well. Sounds like a dependability issue or should I say lack of dependability issue. Not to mention the outrageous costs of flights from Cleveland t Phoenix even in the summer when it’s off season. Probably time to look for another airline to use!!! -
PLEASE FIX THE BOARDING PASS GLITCH!
Hey Southwest, My husband, family and I think you’re pretty great! We use you’re airline multiple times a year going back and forth. Love your prices and benefits, however we are having trouble with the app. We buy multiple passengers tickets at once, one person checks in, at the designated time, gets there digital boarding pass and all seems fine but then anyone after them can not get theirs. ie: I checked in this morning for my husband and I’s flight, loaded my boarding pass to apple wallet and now my husband can’t select to have a digital boarding pass. Same thing happened to my mom and sister when they traveled together. We’ve tried all sorts of things and can’t get it to work. I know it’s possible because I’ve never had this issue flying American Airlines. It’s one of those tiny details that feels like a sweet luxury when it works! :) Thanks for looking into this! happy New Year!
Filter Reviews
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I verified app was updated before flight (auto updated 12/20), flight began amd could not play any movies. Message stated to go check FAQ, no help there. Tried on 3 devices (2 galaxy tablets and 1 galaxy phone). Attendant pulled out (unknown model) phone, and he had no issues.
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Do not try to use this to check in! Wouldn't retrieve data, airplane just spins on screen. Very frustrating! Had to finally go to the itinerary email and check in that way. Lost good place in line. 🤯
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Problems with booking
I was disappointed with booking a flight. I am planning a trip to Chicago, and there was an option to sign up for a credit card and receive $200 dollars credit on the flight that I was booking. So I applied and qualified for the chase credit card. I went through the entire booking process and when I got to the last step there was an error that said that the phone number I entered was in the incorrect format. I tried like 20 times, and know that I put the phone number in correctly, there’s no other way to put it in. I kept getting the error and eventually the offer had expired 15 minutes later. I am very frustrated that this happened. The next morning I called SWA, and the representative told me that there was nothing they could do about it. She told me that I could call chase and try to figure it out with them. After I called chase, the representative told me that I would have to call SWA and they could help me figure it out. Sadly there was no resolution. I applied for the credit card to gain some points on future flights and I can’t even use the incentive that they promoted on the bottom of the screen. My credit card doesn’t even arrive until a month after I get back from my trip. Please fix this problem so another person doesn’t get as upset as I am right now. -
My first time flying with Southwest, my bags as well as my families were inspected and damaged. Our clothes (some of them new Christmas gifts) and belongings were stained. I emailed them about it and they offered me a voucher for their airlines. This doesn't help me at All because my clothes were damaged! I have never had this experience with Delta. I don't want any money off of a flight because I will NEVER fly with this airline again. We deserve a Visa gift card not a voucher! Never again.
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Online Checkin/ preboarding handicap
The checkin process was utterly horrible, my nephew checked in for a flight that departs earlier on a Monday than my flight. I, like many others who want a decent seat on my flight timed my checkin exactly 24 hours out to the second and I was given spot B54. The same boarding position that was given to my nephew who checked in 45 minutes later than the 24 hour mark, for a more in demand flight. I felt utterly disgraced and embarrassed by southwest’s negligence and maltreatment of my checkin. Now don’t even get me started on how I was screwed over on a previous flight. I was in a wheel chair and was supposed to be preboarded however, the other disabled was brought onto the plane by the porter while I was waiting to be helped onto the plane. As soon as the other handicapped passenger was brought into the jetway the announcer stated that all other preboarding passengers could begin boarding while I was left in my wheel chair baffled and helpless. She should have waited for me to be helped before giving the other able bodied passengers permission to enter the jetway. I was forced to struggle to my feet and limped over to the jetway entrance. I have been a faithful southwest customer for over 20 years and I hope these atrocious mistakes aren't repeated in the future. -
Mobile Boarding Passed with Multiple Travelers
Recently we purchased tickets to flight to California for a family trip. We had one reservation but 5 travelers total. When we tried to check in outside the 24hr window, the app gave some odd error message stating that this reservation was not eligible for check in, which is not true... we were outside the check in window, but we were eligible for check in. Once inside the window we were able to check in, but we were not able to download the mobile boarding passes. Instead we were directed on the app to go to kiosk and print them. In doing web search on SWAs website about multiple boarding passes with one reservation it apparently is doable, but when I called customer service to inquire they state that it’s not doable...so which is it? We recently flew with American Airlines and I was able to do this with their app. We simply checked in, downloaded the boarding passes and airdropped them to my family. Since SWA prides itself on its innovative and progressive approaches, I wonder why they can’t get with the times and fix this seemingly simple issue. As a long time customer, and someone with a large family, traveling can be a hassle, so if SWA can make our lives easier by fixing this we ALL would be much appreciative!! -
Horrible experience
The customer service was very rude. I have been on a plane over 10 times and Ive always had great friendly/funny Pilots, flight attendants, anybody working on the plane that Ive encountered customer service with. And to me thats one of the most important things. They were EXTREMELY rude while I started to feel sick on the plane which has never happened to me before I always have great flights with no problems, but usually I fly through Delta. I will NEVER fly with Southwest again because of how rude the workers were to not even just me. They were also super slow on getting our drinks out and no snacks were offered, which I thought all airlines offered snacks. And when I was using the bathroom I had forgotten to lock the door, one of the ladys working knocks and then OPENS the door to tell me I need to lock it. Luckily I wasn’t in the middle of going to the bathroom I was just about to wash my hands...I didnt notice if maybe the door was slightly open and she saw that I wasnt going to the bathroom so she opened it..but either way I thought it was rude of her to just open the bathroom door knowing I was in there. I didnt happen to catch the girls name that I had bad experiences with but she had short blonde hair, slightly bigger. -
Total disrespect for paying customers
If I pay extra for early checkin I expect to board before 6 year olds. If two announcements are made to not store coats in overhead or put both your carry-ons in overhead until boarding is complete I expect the flight attendants to do their jobs during boarding and shut people down who do it. Even just supporting me when I point it out and move the coats so I can stow a roller board would be appreciated. Instead they shrug their shoulders. Ridiculous. What constitutes a disability for this airline seems to be the personal decision that one is entitled to board early. Is all of Phoenix disabled? If you need more time to board you need more time to deplane. These people should sit themselves down after the plane lands so those of us who wait our turn can get off first. How do these people reconcile their right to board early for free when they don’t check their roller bags and manage to get them up and down without difficulty? I will never fly on this airline again if I have another choice. You have completely lost sight of why you became popular with people who are frequent flyers. Paying for early checkin should not be “got lucky”. Families should wait until ALL people who paid early have boarded. -
Not accurate reservation info
I had made a round trip coast to coast reservation. A confirmed email was sent with the right itinerary but when I logged into my SW app account it showed a different return itinerary that was clearly incorrect. Had to call SW to make sure my trip was correct before I flew. Had to be on hold for 15 min before I could talk to someone. Very inconvenient and didn’t want to have problems if stuck in another state halfway through my trip. Also paid for Early Bird check in and although I got A39 boarding for the initial 1.5 hr part of my trip, the second part and longest 3.5 hr ride, had to change planes and boarding was a B04. Personally for that Early Bird check in money you should get A boarding assignments even if you have to change planes. I have gotten better boarding assignments when checking in on my own and didn’t have to pay a fee. I do always travel with SW and enjoy the airline but have had problems with their online app more then once. I have flown other airlines and they have always changed my seat assignments which is absolutely a “no no” to me, since when I booked they give you a choice to pick from available seats and not always the seats that we were changed to my family was not able to sit together. -
Don’t Use App for Check-In
The last few times I’ve used this app for check in, I have had less than stellar, or responsive results. I’ll hover by my phone waiting for the minute to turn and then refresh the screen waiting for check-in to start. The minute turns, I refresh the screen and...”see agent at gate”. I go back to the home screen again, attempt to see there details of my trip and see the check in button and...”see agent at gate” comes up yet again. It’s not until the third time and about a minute of screen refreshing later that the check in button pops up along with a “C” or high “B” at best group boarding pass. I thought this was a one time fluke, but I’ve tried checking in over WiFi and over the network, and have had the same results twice in a row. I assume the experience must be better over a computer, so I’d heavily recommend using that if you don’t want a C boarding pass for trying to check in the first second you can. Otherwise, the app works fine, but since Southwest is open seating, check in responsiveness has an immense impact on the experience.
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Credit limit reduced
I had been a happy southwest credit card holder for 4 years and then had my credit spending limit reduced from $9,000 to $500 because of a $100 payment dispute with an unrelated company I have canceled my southwest card and I will unfortunately look elsewhere. -
Customer acct page
You give me 2 attempts to login, then I’m locked out for 4 hours so far. Wanted to make 2 reservations tonight. Then your app takes me to a 404 page. Apple. Had said I should chg my PW several weeks ago, it never got saved. You know I really don’t care if my acct gets broken into, because I can’t even get in. And that 1/16 inch of space you give us to type/retype PW Is crazy with all the boiler plate white space lower on page. I’m going to try tomorrow to reset my PW etc. This has been unnecessarily frustrating. Let me decide how many attempts not you. I like the way the flight search works but this account page is ridiculous. I’m about ready to set PW TO 123456a -
No free WiFi or TV
Looking for WiFi and television shows or movies in the app. -
What’s with the check in!!!!
I checked in within 30 seconds of getting the reminder from you and my boarding number is C 7 really!!!! I know that isn’t where I should be. Last time I flew I checked in and so did my husband after me and he got a closer boarding number than me! This is not fair! How do you decide this! -
Checking in
The cattle call boarding process is a joke it takes no more time or effort to have assigned seating. I think you would have a lot more satisfied customers who know they have an assigned seat once they board your plane. charging folks to check in early is just another way to pad your pockets I paid the price for a ticket and a seat. how hard is it to allow customers to choose their seat. -
Process with points problem
Every time I try to submit a plane ticket on points it won’t let me and then it keeps telling me that I need to select a payment method in which I do and then it still won’t complete the process. On top of that it won’t save my credit info. Why is it doing that on the application? Do I need to go through the website? I try -
so frustrating
I have never used this app before and it literally wont let me make an account. i have a flight tomorrow and apparently I “need” this app. i have tried everything to get it to work and it will keep giving me an error message about my password. so so frustrating. -
Can’t believe we can’t fly direct from okc to Vegas anymore.
No direct flights to Vegas? This is no bueno. -
Password reset
I can’t create a new account I can’t reset my old account it doesn’t let me in I don’t know what to do year online is not user-friendly -
Unable to price the itinerary
So, I got all the way to the end of the transaction only to get an error message that you are unable to price the itinerary. Customer service advised that this occurs when you are in the process of changing fares. If you can’t price the itinerary because you are changing fares, you should have acknowledged that at the beginning of the transaction, not at the end. To tell me at the end of the transaction is poor customer service as you have deliberately caused me to waste my time.
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Horrible experience
The customer service was very rude. I have been on a plane over 10 times and Ive always had great friendly/funny Pilots, flight attendants, anybody working on the plane that Ive encountered customer service with. And to me thats one of the most important things. They were EXTREMELY rude while I started to feel sick on the plane which has never happened to me before I always have great flights with no problems, but usually I fly through Delta. I will NEVER fly with Southwest again because of how rude the workers were to not even just me. They were also super slow on getting our drinks out and no snacks were offered, which I thought all airlines offered snacks. And when I was using the bathroom I had forgotten to lock the door, one of the ladys working knocks and then OPENS the door to tell me I need to lock it. Luckily I wasn’t in the middle of going to the bathroom I was just about to wash my hands...I didnt notice if maybe the door was slightly open and she saw that I wasnt going to the bathroom so she opened it..but either way I thought it was rude of her to just open the bathroom door knowing I was in there. I didnt happen to catch the girls name that I had bad experiences with but she had short blonde hair, slightly bigger. -
Don’t Use App for Check-In
The last few times I’ve used this app for check in, I have had less than stellar, or responsive results. I’ll hover by my phone waiting for the minute to turn and then refresh the screen waiting for check-in to start. The minute turns, I refresh the screen and...”see agent at gate”. I go back to the home screen again, attempt to see there details of my trip and see the check in button and...”see agent at gate” comes up yet again. It’s not until the third time and about a minute of screen refreshing later that the check in button pops up along with a “C” or high “B” at best group boarding pass. I thought this was a one time fluke, but I’ve tried checking in over WiFi and over the network, and have had the same results twice in a row. I assume the experience must be better over a computer, so I’d heavily recommend using that if you don’t want a C boarding pass for trying to check in the first second you can. Otherwise, the app works fine, but since Southwest is open seating, check in responsiveness has an immense impact on the experience. -
Check In
I would have given this app 5 stars if it wasn’t for the check in feature glitch. The check in feature has repeatedly given me multiple error messages when trying to check in 24 hours prior to several of my flights. For example, this morning I tried to check in for my upcoming flight, but I was delayed due to a glitch in the app. My flight is at 6 am tomorrow, so I hit the check in feature on my app right when the phone turned 6 am, and followed the prompts to check in. The app gave me the error message that it was unable to check me in and to contact a gate agent. I exited the app multiple times and went through the process again and again, until it finally allowed me to check in. This is not a one off either and seems to happen every time I try to check in for my flights and I end up with a late boarding pass. Other than this annoying feature, the app is great for making reservations, but this is a pretty big deal considering that the seats are selected based on your position in line. -
Southwest Air Lines App
The app needs much more user friendly attention. It needs to address Lost Luggage, Missing luggage items, WiFi, & traveler’s flight opinions. If a traveler loss luggage or items missing from there luggage there should be a short cut(icon) to help you address this issue(s). WiFi should be added to app. Some travelers did not know that they should have downloaded a separate app before boarding. Not all airline use the same WiFi systems, this would save travelers time. Giving Southwest Air Line travelers a voice is empowering! The app should have a spot for everyone’s opinions. This would be the most useful system for Southwest learn exactly what needs to be addressed. The Rapid Rewards number should be woven into the app to help users & Southwest Air Lines reduce the users form information entering. Seating Up grades should also have an icon. If seating upgrade is not possible on the app, it should address you to see or call a Southwest Representative. In all this would reduce Southwest Air Lines work load and save travelers standing in line. -
Inconsistent reschedule / cancellation messages
My wife and I booked the same flights between Boston and Nashville for weekend of Mar 29-31. I received a message 1-2 weeks ago that I could reschedule it for free. I assumed it was due to Boeing issues. But when I looked on my app to reschedule, my flight was still available and my wife did not receive a notice. So I kept the flight. This morning, 5 days before the flight, my wife received a text message that the flight was cancelled. I did not receive this message. We looked on our app and saw our flight is no longer shown. So we both rescheduled from our non-stop flight to a later 1-stop flight. We lose our Friday night time on the trip. We have lost confidence in knowing what to expect. Will we receive a message if our return flight is cancelled? Will others receive a message that we do not receive? SW should be more clear when a flight is cancelled and consistent with all passengers. And the app should not show flights that are cancelled. -
Not very happy!
The three times I flew Southwest in the past 15 months each time the flights were delayed at least 2 hours and the delays were not weather related; they were maintenance problems and crew issues. Direct flights from SAT to DTW are 2 1/2 hours but with Southwest it took close to 8 hours each time and that is not an acceptable and the delay is not worth it the cheaper rate. We have picked Southwest every time for reliability, great rates and friendly professional service. On my last trip the connecting flight in St. Louis was delayed (over 2 hours) while sitting across from my gate I observed the gate personnel sitting behind the desk enjoying a take out meal out of a box and eating it with bare fingers in front of all the passengers. That is a very tacky, unprofessional behavior and a bad reflection of Southwest. Never have I seen such occurrence even in my many overseas travels. Every time I check in exactly 24 hours before not even 2 seconds late I am assigned to board around B30 or above, how is that possible? Additionally, Early bird check in is $15, plus $40 is to upgrade for priority sitting. For $75 more I can fly other airlines with direct flights and will get to my destination a lot sooner than Southwest, plus my luggage flies free as well (1st piece) so I can’t find a reason to keep flying Southwest, and recommending it to friends and family. However, the flight crews on all flights were the only positives I have had with Southwest. -
Lousy app
I have checked in and find that it is impossible to get a boarding pass on my mobile device through the app. Moreover, your instructions for how to get a mobile boarding pass does not make any sense to me. It looks like I have to go to your website, mail a boarding pass to my phone, and load the boarding pass into my phone from the email. I really think you need to take a lesson from other airlines’ mobile apps. I do not have this difficulty with United, Virgin America, or American airlines. Also, these other airlines send you a reminder 24 hours in advance of the flight. Then when I go to my mobile app my information is there I do not have to have a confirmation number to check in or to find my flight. This is my first experience with your airline and I truly hope that my flight goes better than trying to figure out how to download the mobile Boarding pass from either your app or your website. -
It smells greedy to me...
SWA used to be our “go to” airline for all travel, but as other airlines started competing for SWA’s monopoly on cheap flights, the benefit(s) of SWA Rapid Rewards has been zapped by “Honey I shrunk the kids”. In the past, when I booked flights for our family, I could do it simply, from my Rapid Rewards login. Each passenger would be listed Sonia could fill in and confirm she, date, gender etc. three seats on the same flight, no problem. Now, you are only eligible for Rapid Rewards for the flights you book if each passenger has a separate Rapid Rewards number. And the only person who can use those reward credits is the person who flew on that flight. That is like requiring a separate Safeway Club Card for every member of your family and dividing your groceries at checkout based on who eats them. And do corporations that fly employees for business travel earn Rapid Rewards that could be used use towards a percentage of the flights they book? NOPE. The money they paid for employee travel is registered separately under each employee name, a separate Rapid Rewards account. If a family of 5 flew to Disneyland, SWA would require 5 different reward accounts. And even though the parents paid for all of the flights, they can’t use the reward points to fly to Colorado in the winter for a romantic anniversary ski trip. It smells greedy to me.
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I verified app was updated before flight (auto updated 12/20), flight began amd could not play any movies. Message stated to go check FAQ, no help there. Tried on 3 devices (2 galaxy tablets and 1 galaxy phone). Attendant pulled out (unknown model) phone, and he had no issues.
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Do not try to use this to check in! Wouldn't retrieve data, airplane just spins on screen. Very frustrating! Had to finally go to the itinerary email and check in that way. Lost good place in line. 🤯
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Problems with booking
I was disappointed with booking a flight. I am planning a trip to Chicago, and there was an option to sign up for a credit card and receive $200 dollars credit on the flight that I was booking. So I applied and qualified for the chase credit card. I went through the entire booking process and when I got to the last step there was an error that said that the phone number I entered was in the incorrect format. I tried like 20 times, and know that I put the phone number in correctly, there’s no other way to put it in. I kept getting the error and eventually the offer had expired 15 minutes later. I am very frustrated that this happened. The next morning I called SWA, and the representative told me that there was nothing they could do about it. She told me that I could call chase and try to figure it out with them. After I called chase, the representative told me that I would have to call SWA and they could help me figure it out. Sadly there was no resolution. I applied for the credit card to gain some points on future flights and I can’t even use the incentive that they promoted on the bottom of the screen. My credit card doesn’t even arrive until a month after I get back from my trip. Please fix this problem so another person doesn’t get as upset as I am right now. -
My first time flying with Southwest, my bags as well as my families were inspected and damaged. Our clothes (some of them new Christmas gifts) and belongings were stained. I emailed them about it and they offered me a voucher for their airlines. This doesn't help me at All because my clothes were damaged! I have never had this experience with Delta. I don't want any money off of a flight because I will NEVER fly with this airline again. We deserve a Visa gift card not a voucher! Never again.
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Online Checkin/ preboarding handicap
The checkin process was utterly horrible, my nephew checked in for a flight that departs earlier on a Monday than my flight. I, like many others who want a decent seat on my flight timed my checkin exactly 24 hours out to the second and I was given spot B54. The same boarding position that was given to my nephew who checked in 45 minutes later than the 24 hour mark, for a more in demand flight. I felt utterly disgraced and embarrassed by southwest’s negligence and maltreatment of my checkin. Now don’t even get me started on how I was screwed over on a previous flight. I was in a wheel chair and was supposed to be preboarded however, the other disabled was brought onto the plane by the porter while I was waiting to be helped onto the plane. As soon as the other handicapped passenger was brought into the jetway the announcer stated that all other preboarding passengers could begin boarding while I was left in my wheel chair baffled and helpless. She should have waited for me to be helped before giving the other able bodied passengers permission to enter the jetway. I was forced to struggle to my feet and limped over to the jetway entrance. I have been a faithful southwest customer for over 20 years and I hope these atrocious mistakes aren't repeated in the future. -
Mobile Boarding Passed with Multiple Travelers
Recently we purchased tickets to flight to California for a family trip. We had one reservation but 5 travelers total. When we tried to check in outside the 24hr window, the app gave some odd error message stating that this reservation was not eligible for check in, which is not true... we were outside the check in window, but we were eligible for check in. Once inside the window we were able to check in, but we were not able to download the mobile boarding passes. Instead we were directed on the app to go to kiosk and print them. In doing web search on SWAs website about multiple boarding passes with one reservation it apparently is doable, but when I called customer service to inquire they state that it’s not doable...so which is it? We recently flew with American Airlines and I was able to do this with their app. We simply checked in, downloaded the boarding passes and airdropped them to my family. Since SWA prides itself on its innovative and progressive approaches, I wonder why they can’t get with the times and fix this seemingly simple issue. As a long time customer, and someone with a large family, traveling can be a hassle, so if SWA can make our lives easier by fixing this we ALL would be much appreciative!! -
Total disrespect for paying customers
If I pay extra for early checkin I expect to board before 6 year olds. If two announcements are made to not store coats in overhead or put both your carry-ons in overhead until boarding is complete I expect the flight attendants to do their jobs during boarding and shut people down who do it. Even just supporting me when I point it out and move the coats so I can stow a roller board would be appreciated. Instead they shrug their shoulders. Ridiculous. What constitutes a disability for this airline seems to be the personal decision that one is entitled to board early. Is all of Phoenix disabled? If you need more time to board you need more time to deplane. These people should sit themselves down after the plane lands so those of us who wait our turn can get off first. How do these people reconcile their right to board early for free when they don’t check their roller bags and manage to get them up and down without difficulty? I will never fly on this airline again if I have another choice. You have completely lost sight of why you became popular with people who are frequent flyers. Paying for early checkin should not be “got lucky”. Families should wait until ALL people who paid early have boarded. -
Not accurate reservation info
I had made a round trip coast to coast reservation. A confirmed email was sent with the right itinerary but when I logged into my SW app account it showed a different return itinerary that was clearly incorrect. Had to call SW to make sure my trip was correct before I flew. Had to be on hold for 15 min before I could talk to someone. Very inconvenient and didn’t want to have problems if stuck in another state halfway through my trip. Also paid for Early Bird check in and although I got A39 boarding for the initial 1.5 hr part of my trip, the second part and longest 3.5 hr ride, had to change planes and boarding was a B04. Personally for that Early Bird check in money you should get A boarding assignments even if you have to change planes. I have gotten better boarding assignments when checking in on my own and didn’t have to pay a fee. I do always travel with SW and enjoy the airline but have had problems with their online app more then once. I have flown other airlines and they have always changed my seat assignments which is absolutely a “no no” to me, since when I booked they give you a choice to pick from available seats and not always the seats that we were changed to my family was not able to sit together. -
Doesn’t provide important info. Terrible UX.
If I’m logged in and click on flight status, I still need to type in a flight # or search by departing airport, etc. How about defaulting to showing me MY next flight? Isn’t there a pretty good chance that would be the info most people are after? I used the app to check into my flight and still had to get a boarding pass printed at the counter. And after checking in on the app if I wanted to view details of my flight A) had to enter the confirmation # again (which required me to go to my email to copy and back to the app to paste) and my first and last name (again, I’m LOGGED IN) at which point I have to “check in” again. And B) it shows my departure time for the first and second flight but no details on where my layover is and for how long (unless I do the math—adding the duration of flight 1 to the departure time and account for time zones except I can’t see where the layover is to know what time zone). Is it possible there is something broken? There can’t be this many people who fly and love Southwest if they are using this worthless app. It’s a seriously frustrating experience. -
Worst day of flying
Worst day of flying i have ever had. First i wake up at 4:40am so that i can get to the airpo rt on time, and may be ab le to grab some breakfast, but nope i check my emails and my direct flight got canceled and i got put on a flight that took off at10:30 so no it all that bad except now i wouldn’t be able to get into Austin Texas until 2pm, this was frustrating but i thought ok well I’ll get there at 2pm instead of 9am. Well then they delay the connection flight 2 times while we are on in the first plane landed. Well after we depart the first flight and I’m heading to the next flight my time changes three more time for another 3hours. I was suppose to be Austin Texas by 9:30 ish, and i actually arrived at 530pm. I will never take a flight with this airline again. They wouldn’t even let you change your flight unless it was a $300 mark up! Where does southwest get off doing this to people and not even have the time to say what happens to the planes and why it was. So fly at own risk, I’ll be sticking with delta now! It’s worth extra money also
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Release Notes
8.1.2
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