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30 comments
Cynthia Rivette
December 26, 2018
Do not fly this airline! Southwest Airlines denied my young children from boarding a plane 12 minutes before departure. They were re-booked on another flight which gave them a long layover that was not planned. I called customer service and asked if they could be compensated with meal vouchers because my hungry children, ages 9, 9, and 4 would need to eat. They refused because they claimed my family was late for the flight. They arrived at the airport at 2:30am for a 5:00am flight and were detained in security because my 9 year old daughter packed her rock collection. They arrived at the gate at 4:53am for a flight that left at 5:05am. Southwest’s policy is to close the gate 10 minutes before departure, which means they should have been allowed to board. I asked to speak to a manager and was told managers do not take phone calls, but I was welcome to speak to a coordinator. The coordinator refused to offer any compensation and blamed my family for being late for the flight. Then she, her name was Dawn, hung up on me. Totally unreasonable. Zero customer service. No compassion for travelers. Never, ever fly this airline.
Gliset Habermehl
May 22, 2019
I called the flight the miracle flight. On my flight from MCO to Puerto Rico there were so many people in wheel chairs (at least 30 people, maybe more) and it was obvious that they didn’t need it when most of them walked with no issue at boarding time. Ridiculous and embarrassing. Southwest should ask for medical proof such as a handicap parking permit when people ask for this service.
Stephanie paster
February 17, 2020
I’m traveling home in April and I was wondering how I can get wheelchair access? I’m having surgery on my arm when I return. How do I sign up to have a wheelchair in the waiting area? I will have arm restraint and cannot lift my arm. Thank you.
Jarrod West
February 18, 2020
Hi Stephanie,
According to Southwest, when booking a new reservation, customers may use the “Special Assistance” link on the Passenger & Payment Info page to indicate that he/she requires assistance.
If a reservation has already been created, simply click on the “FLIGHT | HOTEL | CAR” link located on the top of our home page. Then, select “Manage Reservations” from the “Flight” column, input the required information, and select “Search.” From that page, click on the “Special Assistance” link under the Passenger name. Once you have added your option(s), click “Update Information” and the information will be saved to the Customer’s reservation.
If you’d rather speak with someone directly, you can contact the Southwest customer service team at 1-800-435-9792.
Nancy N
September 22, 2020
That would be against the American Disabilites Act. My mother is not disabled and can generally manage her daily life quite well without any problem. But the long walks and standing required at an airport are more than she can manage at nearly 80 years old.
I understand your frustration over the issue, but there is more to this situation than many realize at first. This is also not exclusive to Southwest.
Sasa
April 18, 2021
Did you ever consider that they might have an invisible disability that might cause them to not be able to walk long distances? For example, my child has hip dysplasia and because of that, he can not walk long distances without being in pain. My best friend has cp but looks totally normal and can walk short distances but can’t walk for more than 100 feet before her legs start to give out. So I wouldn’t be so quick to judge if I were you, I just hope you never have to deal with an invisible disability.
Sheila
June 12, 2021
I use this service. I have Fibromyalgia and Lupus but to your eye I look fine, however you have no idea the pain my body is in. Don’t be quick to form opinions you may need this service one day and then you’ll be very grateful.
Robert
November 09, 2019
Doesn’t seem like you’re taking any responsibility for properly packing your children’s luggage. 12 minutes before take off is going to delay the flight. It’s very unlikely they can sit you all together as everyone else was on time and already seated — they will have to start asking other passengers to move around. You single-handedly inconvenienced an entire plane of people.
Nancy N.
September 22, 2020
Likely you were looking at your own watch and not the official time in this situation. Your difficulties at security are not the airline’s responsibility. And as a parent, you should have planned ahead with the possibility of a delay for mechanical or weather reasons and had food or money to feed your children. Basic parenting skills are a must when traveling with children.
Tony Sadiku
July 11, 2021
Very very very disapointed.
Tony S
July 11, 2021
Thank you, you are so right… I have had exactly the same situation
Sean K
July 20, 2021
A rock collection?
Garfy
September 10, 2021
Really shouldn’t be blaming the airline. If you were responsible to check on carry-on baggage info, you would’ve avoided the problem of the delay due to your daughter’s “rock collection” (I presume you’re not speaking about rock ‘n roll music). People today always seem to not take responsibility for their own screw-ups. Act like an adult and take responsibility for things. No wonder kids turn out messed up. Parents side with them no matter what. The schoolteacher is always wrong as “my child is perfect”. I miss the 60’s when parents seemed to have much more common sense than most of today’s parents.
Vinathi
July 11, 2019
I have never had this experience with southwest earlier and never thought I would write these comments.
My flight was cancelled yesterday from New York to Dallas due to bad weather and I did not think even it rained that hard for the flight to be cancelled. As many people know life in New York is expensive and i have already checked out of my hotel already and now with flight being cancelled I am left with no other option then to book one more hotel and it costed me a lot of money as I didn’t have any prior reservation and also the money paid as advance for cab has not been returned to me. I felt this time that booking southwest has turned out very expensive for me as I need to pay for hotel, lost money in advance booking for cab and also lost a working day as I do not reach Dallas until tomorrow evening.
Catherine Luther
July 12, 2019
Hi Vinathi,
Sorry to hear about your experience. It might be worth checking your travel insurance policy to see if you’re covered for these expenses.
rodolfo ruiz
February 26, 2020
let me get this straight – you’d rather go up 35,000 feet in the air in bad weather?
Peggy
December 04, 2019
Re: flight 4316 Nov 24, 2019
From RDU to Las Vegas
Hats off to the two gentlemen flight attendants!! Didn’t get their names but
They made this trip the “best”. Excellent service from them!! The one who worked the front area of the plane made sure we were comfortable and made our flight not only comfortable but a pleasure to fly Southwest!! Thanks! Please recognize them!!
Nancy Griffin
March 11, 2020
The CEO of Southwest was on the news yesterday telling people not to fly. When my 86 year old mother called this morning to cancel her ticket they would not refund her money. My mother is considered at risk and has been told by her doctors, her family and the CEO of Southwest to not fly. I”m disgusted with Southwest.
Jarrod West
March 11, 2020
Hi Nancy,
You may want to have your mother call again as Southwest will allow you to cancel any flight and receive the cost of the ticket as a travel fund usable up to 1 year for the date it is issued.
Alan
March 20, 2020
Southwest is so desperate for cash right now they will not refund my $100 early check in fee. It’s against policy so they can’t. You’d think under these extreme conditions they’d make some policy changes. There is zero expense to them. They’re just greedy weasels. If they need $100 that bad, makes you wonder about their maintenance and cleanliness?
Marius Zburles
November 05, 2022
Worst company ever very unprofessional they changed us from gate to gate 9 time, after that they cancel the flight, trying to find the flight to get home not helping, and very rough people
Lawrence Webb
March 26, 2020
After flying from Indianapolis to Atlanta we had a 4-hour layover until our flight to Oakland. My girlfriend has a service animal and we had to go to the bathroom. We were in Terminal C and there were no pet relief areas open in the entire terminal. We had to walk 20 minutes to terminal B to find an open pet relief area. When we came back they had closed the doors, 15 minutes before the flight. We explained to the lady at the gate that there were no pet relief areas open yet she would not let us on the plane. We then watched the plane for 15 minutes sitting and then it backed out and left. There was plenty of time to correct the situation. The 2 representatives at the counter said, “Oh I figured you were walking your dog because I saw a service animal on your reservation.” I fly twice a week and I used to prefer Southwest but no longer.
Nader shahatit
June 19, 2020
I booked 2 flights to go from Ontario California to Oakland on May 13 to attend my son’s graduation and we forget to reschedule the flights to future dates because we thoughts the airport was closed. Southwest Customer service said that these are no shows and that we will not receive a refund or trip replacement. Not sure why the airline would do that during a national emergency.
Terry Waddell
May 19, 2021
I flew Southwest airlines twice – loved it. Earlybird special, bags fly free, amazing! Oh yeah and no assigned seats. Number one in my book!
Ellen
June 23, 2021
Does a 10-year-old need a Covid-19 test to go to Mexico?
Jarrod West
June 23, 2021
Hi Ellen,
No, Mexico does not require U.S. travelers to take a Covid test.
Kathryn Covington
October 13, 2021
Because my flight to Jacksonville was cancelled, I’m out of $663 for three tickets I purchased to see the Titans vs Jaguar game. Of course I immediately emailed and called the ticket office. My flight was for Saturday, Oct. 9th. No one was there to answer the phone on a Saturday. This trip was my Fall break trip and my first Titans game as well. My Fall break is ruined and I basically was forced to throw away $663.
Jim Tabacco
December 15, 2021
Yes, I tried to set up an account and it keeps saying this about my address: “Enter a valid address”. I tried a number of different things but it would never accept it. I used the address on my drivers license. I probably lost the one ticket that was left, and that’s not good. Not happy to say the least.
Lourdes Buie
September 23, 2022
I was just charged today 09/23/2022 $229.96 on my ATM card from this airline and I haven’t left my house or planning any travel anywhere. I’m a disabled senior. I don’t know how they managed to make the transaction but it sounds to me like Southwest is a big scammer airline. I just hope I get my money back. Now I can’t even pay for my medications.
Katie Seemann
September 26, 2022
Hi Lourdes,
I’m sorry that happened to you, but it sounds like maybe your ATM card number was stolen. If that’s what happened, it has nothing to do with Southwest Airlines. I would suggest calling your bank and reporting your card stolen. Good luck.
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