My husband and I booked a vocation to and from Jamaica with Southwest Airlines from BWI months in advance. There was no social distancing at air terminal and definitely not at Southwest Airlines terminal. The plane was full to capacity with no regard for social distancing throughout the flight. I had to ask a passenger to please wear his mask properly on his face. There were times when passengers talked freely with masked off and one particular passenger allowed his mask to fall below his nose while coughing and sneezing. It was awful. We also boarded flight 905 and experienced no social distancing on it or at the terminals as well both at BWI and in Jamaica. I don't want to take a flight anywhere if this is what is the now norm. Horrible.

My children were flying alone and my youngest has a broken foot. I set up wheelchair service so she didn’t have to crutch all the way through the airport. When we arrived at BWI they helped me get an escort pass and set my daughter up with a wheelchair. The flight attendant at the gate was rude and seemed irritated when my daughter started crying because she was scared to fly without me. Finally I got her calmed down and they got her on the plane. The flight ended up being delayed and they ended up sitting there for about 50minutes before they departed. I confirmed that a wheelchair would be available for her upon her arrival and customer service stated that they would meet her on they jetway and take them down to baggage claim to be picked up by my family. When they arrived at Chicago O’Hare airport, no one met my daughter with the wheelchair. My older daughter tried to find out what was going on and was completely ignored and dismissed. So my daughter ended up having to crotch all the way down to baggage claim for no reason When she could’ve easily just met my family on the departure level. So needless to say my daughter was in serious pain due to the excessive walking. Very disappointed in Southwest.

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.