I want to let you know about a wonderful experience we had with Southwest's Ticket Agent in Cabo San Lucas. Her name is Alejanda Malta. On Sunday, August 22nd we got to the Cabo Airport and got a text that our American flight had been cancelled due to mechanical problems. American's only alternative was to take a flight two days later which did not work for us.
We learned that SW had a flight within 30 minutes so we hurried to the SW counter. Alejanda to care of us immediately and we were able to get on a SW flight back to Phoenix.

Alejanda was amazing as she took care of us in no time what so ever. She was very professional, cordial and showed complete interest in taking care of us. She totally made our experience absolutely perfect. Never once was there an issue while rebooking our flights. I wish I could have Alejanda at the airport counter every time I needed to work with someone. She was amazing!

Alejandra, we thank you for your assistance. You made what could have been a very disastrous situation for us easy, swift and stress free. You are truly a professional in what you do. Southwest is lucky to have you.

I recently booked a flight for my family to travel to Houston for my grandmother’s funeral. Unfortunately we were impacted by Covid and unable to travel. I received airline credits but was denied a refund. Three family members will most likely not use the credits given they are attached to specific individuals vs an account. In addition, the Early Bird specials ($15 ea) that were paid for were completely forfeited for the four of us impacted by Covid. Someone at Southwest will surely enjoy the $60 bonus.

After the “credits” are redeemed if at all, no one in my family will ever travel via Southwest Airlines again. I appreciate friendly but not a satisfactory solution.

With flying my first time everything was perfect excellent an will continue to fly with Southwest Airlines in the future they was very helpful. Give it a 100.

Be ware of SWA’s no-show policy! My connecting flight on a different airline was delayed due to bad weather on the East cost. I was unavailable to contact SW to cancel per their policy because I was literally still in the air. When I contacted them after landing I was on the phone 90+ minutes only to be told to contact another department on Monday. After paying for a new booking to complete my travel and sending the documentation that was supposed to result in either a refund or credit from the initial flight SWA denied my request. They did send me a nice-nasty email informing me of their decision and thanking me for my continued patronage…

I have had bad experiences before with South West with delays and lazy service, but this one takes the cake. Started it with a delayed flight that led to having a lay over that was 2 hours, then when we arrived in Phoenix for the layover they delayed an additional 2.5 hours. With an almost 5 hour delay, 2 kids under 2 1/2. They had no resons or explanations.

With each boarding they do not allow families or those with disabilities on first they are 3rd section to board after premium boarders and section A.

Their staff is kinda rude and stern all the time as if people are going to attack them.

On our flight back to Salt Lake they delayed our plane for an hour, no explanation. Once we boarded they said there was some "weight distribution" issues so they had to reorganize the luggage and supposedly that didn't work so they had to move people to the front and middle of the plane. The whole situation seemed sketchy and really scary because I have never ever seen that before on any flights ever.

To top off the whole flight experience we had checked in our double side by side jogging stroller at the gate when we picked it up once we landed, one of the wheels was completely mangled and the axel bent. Keep in mind this stroller is not light and is made really durably. They had to have literally just chucked the thing and threw something on top of it. With this in mind they said that "they are not responsible for any damages" we literally had to carry our kids with a broken stroller all the way to the otherwise of the airport (that isn't small) with no accommodations or assistance.

Their service is unacceptable and unaccommodating. Their customers are not first in any way. If you families don't take them. It's not worth the price.