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My wife and I fly Southwest whenever possible. We love your online app for reservations, check in, bags, (2), fly free, no hassle boarding, and your friendly personnel. Your fleet of 737’s is always clean and ready for us to board and your inflight staff in my opinion is the best there is. I’ve flown a few other carriers when necessary, and they all come up short when compared to Southwest. Now for a suggestion, there are two busy little airports, Chattanooga and Tri-Cities, (near Johnson City, TN). When you can, I think that if you could put a few flights or so into those airports a day, those other airlines mentioned above would most certainly surrender most if not all of their clientele to Southwest. I know about things like this. I wrote the sales and marketing plan for Apple Computer for their K-12 market. We went from less than a billion dollars in that division to over 10 billion in seven short years. We just changed the how we marketed and sold into that market place and boom! There you go. Hit them from your ATL, DET, Midway, and Baltimore hubs. Bundle some of you vacation packages or special rates to Las Vegas, Orlando, SoCal, Denver and now you have a problem on your hands, not enough capacity. But with plenty word of mouth marketing to go along with your clever ad campaign. A winning combination. That’s a good problem! Anyway, see you tomorrow. Bryan Chism
We have been traveling on Southwest as a family for over 35 years! We love Southwest because the staff is always friendly, they are helpful and answer quickly when you call in, the flight attendants gave us champagne on our honeymoon in 1989, you can cancel or make changes on a reservation without it being a major trauma and without any additional fees, they fly where we want to fly and last, but not least we can have two free checked bags and carryons. For years you could change or cancel a ticket and put the points back in your family points bank and we lived that especially when our kids were in college. Now you can’t, but that is because of the federal government and not because of Southwest. They fought it and lost. Also, I know several Southwest employees and they love their jobs. I love flying with an airline that treats not only their customers, but also their employees well. Now we have booked our 30th anniversary trip to Hawaii so that my husband can complete his 50th state. I will finish my 50th in September when we fly Southwest back east to Hartford, Connecticut to then go on to Vermont. Many of those states we have reached by flying Southwest! We also love that you all love our country! Thanks for all you do to make this world a better place! Blessings, Suzanne and John Barslund
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!
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!!
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.
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*Available only on WiFi-enabled aircraft. Limited time offer. Where available. 1 Due to licensing restrictions, on WiFi-enabled international flights Free Live TV and iHeartRadio may not be available for the full duration of flight. 2 To view movies and select on-demand TV content, download the Southwest app from the App Store before your flight.
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