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Southwest Airlines App Complaints & User Negative Comments 2024
Southwest Airlines app received 39 complaints, negative comments and reviews by users. Have you ever had a bad experience using Southwest Airlines? Can you share your negative thoughts about southwest airlines?
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Southwest Airlines for Negative User Reviews
✓ App difficult to navigateIf you are not a member ( just a guess), it is particularly difficult to create a mobile pass..Version: 7.1.0
✓ App is great. Airline not what it used to be.For many, many years this was my go to airline. Circa summer 2018 it became very unreliable (I take the same trip several times a year). My trips always include a layover and it’s been YEARS since I’ve been through all four flight segments w/ out a delay. The boarding system is a pain. No matter how diligent I am at checking in exactly 24 hrs prior to flight I still get stuck in end of A or B group and much worse than this is being stuck w/ a middle seat because 1st flight gets delayed to the point you cannot make it to the gate for 2nd flight until boarding is either over or almost over. I will give them props for holding connecting flights so as to not strand me and others but ideally wouldn’t have so many delays to begin with. Back in the 90’s and early turn of the century they were a clean, mean machine when it came to reliability. And, unless you’re taking a short flight (which I believe they still excel at) their prices are no longer competitive. And my biggest beef w/ this airline is sitting at the gate w/ no AC running so you melt & feel miserable. Then in air it’s frigid to the point you cannot get comfortable no matter what. This last one is what had really driven me away from this airline. I cannot stand being stuck on a plane that cannot regulate its cabin temp. No one wants this. Hoping they turn around and become as great as they once were..Version: 10.5.1
✓ Everything is a hassleI bought a ticket that says they would auto check in for me 24 hours ahead and got an email confirmation that I was checked in. I was assigned an A number, and downloaded my boarding passes to my phone for my flight as well as my connecting flight. When I went to check in my bag, the attendant scolded me that I had not printed a bag tag and told me “look at everyone else they have tags on their bags“ and I offered to leave the line and go to the kiosk and print it. She printed it for me and told me I should’ve already printed it. On my incoming trip, they printed your bag tag when you brought your bag to the counter. My bag left and I went to the gate with boarding pass in hand, but they would not let me board and said I hadn’t checked in. Too bad for me (and rude). I had to go to the attendant and could no longer board with the A’s despite paying for business class. She printed me a boarding pass and scolded me “don’t get stressed out, everyone’s getting there at the same.” That’s 3 rude Southwest employees within 30 minutes. You’d think they would be trained that sometimes traveling is stressful for customers, and being unkind doesn’t help. I was so scared I wouldn’t get home that I was in tears by the time I boarded. My connecting flight was announced it would board in 5 minutes and we all got up. Five minutes later we were told it was delayed over 2 hours and sat back down. These things happen, but there’s no need to be unkind to customers..Version: 10.3.2
✓ Not user friendlyCan’t find boarding pass.Version: 6.10.0
✓ App keep on crashingGreat!!! I'll be using Southwest for the first time in the next 24hrs and the app keeps crashing and reporting errors....Version: 3.7.18
✓ Used to be good...This was a good app. I could even access it from outside the US. But now whenever I try to type in a destination, it comes up with "Sorry we are having trouble accessing this content. Please check your connection and try again", and no cities come up when I type. My connection is fine and even though I am outside the country I was able to access it just fine before. Ugh. It's really really annoying..Version: 5.1.0
✓ Total disrespect for paying customersIf 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..Version: 6.11.1
✓ Not happyNot letting us board our plane when it is literally right there at the gate. Really southwest???.Version: 9.3.0
✓ Southwest Airline Customer ServiceThe service I experienced in the last 48-72 hours has been horrific. My daughter is a chronic asthma patient and her rescue pump is in our luggage. Our flights were canceled Christmas Eve in Chicago. I requested our luggage and made all management and staff aware of my daughters medical condition. We waited for 12 hours and was told come back Christmas Day. We had to stay at a hotel and Uber back and forth. I went to the airport 4 times on Christmas Day and was told to pick my luggage up Tuesday morning. Well Tuesday morning I’m being told my bags are in New York and they can fly them back but can’t guarantee when they will arrive because my baggage weight size. I asked to be flown to get my bags because my daughter has not had her lump since Christmas Eve at 6am. I was told it’s the weather fault and I will not be able to receive a travel voucher or anything I would be fully responsible to fly myself to retrieve my luggage. I had to book with multiple airlines just to possible retrieve my items. I have spoke to over 30 Southwest employees all told me something different and never offered any real solution. I’m a single parent and taking my daughter to New York for Christmas is something I saved for over the last few months. To having to exhaust our resources to attempt to retrieve her medication and Christmas gifts which are in our luggage. I haven’t even received a simple apology. Please do not check your luggage if you must fly southwest..Version: 10.12.3
✓ Management failure with billions in federal supportHaving to rebook and takes several days vacation more just to get home would have been completely avoidable had SWA invested the billions it received in federal pandemic funds to modernize crew scheduling and internal systems to avoid the near-complete shutdown of its schedule this month. SWA also imposes turnaround times for aircraft and crews that cannot pass a stress test and leaves tens of thousands of customers stranded—not due to weather, but due to cost-cutting “efficiency” measures. Not pleased. Lost confidence I once had in SWA over other major air carriers. My family is now four days behind schedule and worried that we’ll either be canceled again on Thursday in the last hour while waiting in line at the airport or left stranded without our bags at our connection point hundreds of miles from where we sit now and where we live. We now lack confidence in SWA. FYI, when we rebooked with the desk agent at 04:30 on Monday, the first thing she said as we wondered when we would fly from Portland Int’l to San Diego was not that SWA would get us home, but that we would be better off driving the 1,200 miles to get there than wait for our flight arrangements to be made. She was only trying to give dependable advice and that is sad..Version: 9.12.2
✓ Need more validationOriginally had trip dates of 15-24 Oct. I decided to change, but ONLY the departure date. In the process I must have changed also the return flight (although when prompted I only checked the departure flight box). I called reservations right away. Seconds after I got the confirmation and noticed the wrong dates. I got absolutely nowhere with your person. He could not or would not help me at all. I think if you make it to where the customer has to check a ‘box’ conforming the dates are correct or show the new dates in big bold letters - that will go along way to help us avoid mistakes. Anyway, he quoted me another $242 to get the dates I wanted after having just paid $35 minutes earlier. Of course I declined and went in the app again and found the same dates I asked him for, but for only $41. In the end this whole ordeal cost me about 1 hour of my time and a total of $76 ($35 the first change and the addition $41 for the second change all within minutes of each other). The person I spoke to was definitely not helpful. He kept saying he understood, but didn’t offer any good solutions. I rather he helped me and not tell me he understood. Thanks for letting me comment. Abe Vega.Version: 8.9.0
✓ Not accurate reservation infoI 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..Version: 6.5.2
✓ Not made for foreignersProbably a MAGA supporting app. If you’re using the app from abroad it will not accept your ZIP code unless it’s a US 5-numerical standard. Billing addresses with UK, Swiss, Belgian, Spanish or Canadian zip codes have no chance for payment. Fantastic!.Version: 6.6.1
✓ Horrible experienceThe 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..Version: 5.4.50
✓ Mobile Boarding Passed with Multiple TravelersRecently 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!!.Version: 6.3.0
✓ Totally ScrewedAs an international traveller I could now not recommend SW airlines after a Shambolic travel experience. I am arriving 5 days late at my destination with no evidence of concern by the airline. Their disruption management is less than useful and the overall performance reminded me of travel in China 30 years ago. Totally screwed up!.Version: 9.12.2
✓ A great suggestion from my SisWhile 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....Version: 5.8.51
✓ Cancelled flightStaff are great but compensation for cancelled flights is absolutely appalling!.Version: 8.10.0
✓ Known traveler numberWhy can’t I include my known traveler number when I check in with your app? Such a pain and not obvious if it’s possible..Version: 6.11.1
✓ CoulsonCannot save boarding pass of partner on same booking.Version: 6.3.0
✓ Mobile Boarding PassWhy am I not getting an option to download our boarding passes on my mobile when I checked-in using the app?.Version: 5.6.1
✓ Will never fly SW againFirst, we had a flight canceled on our departure which delayed our arrival to our vacation destination by one day resulting in significant cost to our family…..an extra hotel night and food with no assistance or reimbursement provided by SW. We were told it was canceled due to weather which must be questioned because other flights still left Denver and our luggage made it to our destination before we did. We were told there were no other flights available that night so how did our luggage beat us to SLC? Then our return flights were again cancelled and we received no reimbursement for two extra nights in a hotel, food and losing a day of work for two of us and a day of college for our son. Again, we were told it was due to weather which has to be questioned again because SW was still flying east bound. In the future we will pay more to fly another airline and avoid SW. Our money will not go to an airline that makes promises of services/flights and then when canceled calls it “weather” in order to avoid reimbursing their customers. SW advertises a “fun” flying experience. This has been our first and last experience with your airline. All our friends, colleagues, and social media contacts will be told of our horrible experience with SW..Version: 9.3.0
✓ BookingWe have always had a good experience booking online with Southwest. Tell our friends you have the best airline! Find placing the date into the attestation for very confusing to complete, otherwise LOVE Southwest!.Version: 8.11.1
✓ Can’t log in easily or enter non-US credit cardAs the title says. Its hard to use, doesn’t fit neatly onto Iphone 13 screen; web app always hard to log into. Need to practice from a non-US phone..Version: 10.3.1
✓ Disappointing massive disruptions no online bot to speak toThere is no only bot or representative.Version: 9.10.1
✓ No electronic boarding pass...so why bother with the app?Why bother ?.Version: 5.1.0
✓ No electronic boarding passesSouthwest is one of the only airlines that doesn’t provide electronic boarding passes using the app..Version: 6.9.0
✓ Not great!Clumsy to use, lacks info. Had to call to get basic info such as baggage allowance. I’m an international traveller and just logged in and cannot find anywhere that says terminal etc. No mobile boarding pass either..Version: 5.5.1
✓ Canadian credit card doesn’t work and can put in postal code.Canadian credit card doesn’t work and can put in postal code..Version: 6.2.50
✓ Boarding passShould be able to get e boarding pass.Version: 6.6.1
✓ Sales TrapMy daughter purchased us tickets as a surprise to visit her. We wanted to return in an earlier flight so we logged into my husband’s SW account to change out flight. The system allowed me to go through the entire process, until the end where it showed a message that we did not have enough points for the change BUT we could purchase additional points to complete the transaction. So, we purchased additional points, went back into the system to make the change and at the very last step, we got a message that we could not make the change since the tickets were purchased on our daughter’s account. We called and verified that, yup, this was true. We asked the agent to void the transaction that we had just done purchasing the extra points, since those were useless now, she refused! I messaged SW with the same request, they refused! If the system was not going to allow us to make the change under our account, we should have received that message early in while trying to make the change! Instead, we were prompted to purchase additional points and THEN told we couldn’t make the change! Unethical sales tactic!!!!.Version: 10.1.2
✓ Make sure you pack clothes in your hand luggageWaited 3 days for our bags to arrive in Jamaica. No update or communication from Southwest. I had AirTags in my suit case to see that they were left behind in fort Lauderdale. Even when they arrived in Jamaica the ground staff told me they weren’t expected for another 2 hours. Bags sitting in airport for 2 hours and still haven’t been transported to our hotel. Worst experience ever, rude staff with no empathy..Version: 10.4.1
✓ Problems with bookingI 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..Version: 6.2.50
✓ Return flight cancelledMy family and I have been a loyal customers of Southwest for many years. We have been consistently very satisfied with the product and the service we have experienced and always encourage people in our social circle, family and friends to fly Southwest Airlines. Although, as of today, I am not able to have that same feeling and energy as I once had. The failure to properly plan and prepare for the necessary level of Human Resources/staffing needed to service your valued customers/passengers is extremely disappointing. Aside from the inevitable disruption of trip planning, and the resulting anxiety, there of, I personally have losses of wages/income. I realize that things happen and some situations are out of your control. Such as extreme weather conditions leading to irregular operations and travel disruptions. I also understand and appreciate that you’re doing your best to put things back on track. However, I believe that most of your valued customers/passengers would greatly appreciate some form of restitution or compensation from Southwest Airlines to soften the impact of their experience and salvage their remaining loyalty and faith in Southwest Airlines. I thank you for this opportunity share and hope that this is helpful. Sincerely, John F King II “GO SOUTHWEST!!✈️.Version: 9.12.2
✓ Early Bird Check InI purchased early bird check in to retrieve a good position on my flight. I have usually checked myself in 24 hours before my flights and always have gotten a A position. I purchased early bird in hopes of getting a good position without me having to check myself in. The day before my flight I went to see my boarding pass positions and my app said “time to check in” . That wording alone had me raise a eyebrow…???? I hit that choice and my boarding positions are B and the other in A54…if I was to get checked in automatically 36 hours before my flight automatically those were the best positions when in the past on completely full flights I have checked myself in and received A positions. I waited over 30 minutes to speak to someone only to hear “There is no guarantee of a good position with early bird check in“ ….wait…. I had to check myself in … I was told no…I got checked in early…if that was true…I suggest reword from “time to check in”to “we have checked you in please retrieve your boarding pass”…. I don’t believe I was checked in because 36 hours before my flight I should of gotten a message on my app to see my positions…. I was ripped off never flying again with Southwest. PS I would always tell people that when someone takes the time to write a review good or bad something definitely happened for someone to spend their time writing a review. Extremely disappointed with Southwest….Version: 11.1.3
✓ App only in EnglishThe SouthWest app seems to be available only in English. Tourists speaking other languages have difficulty using the app. It is easy to program the app in popular languages but your staff has not done this yet. For this reason I can only give 3 stars..Version: 6.11.1
✓ PoorNot able to access boarding pass. V poor.Version: 6.11.1
✓ Delayed notifications and higher pricesAlways thought this was a fine app. Nice to have everything in one place. But here’s what to know... flights are cheaper on the website. Even as I type that I don’t even believe it would be true, but yesterday the same exact flight in the app was $536 total for two people, but on the website it was $386. I was in the middle of checkout in the app when I thought maybe there was a flight leaving a little later. So I searched in a web browser and the same exact flight I was about to purchase, came up but for nearly $100 cheaper per person! I really didn’t believe it. I quit the app, reloaded the website in a private tab... re-did the search on both places and again: same exact flight was almost $100 more in the app than on the website. Not all the flights were priced differently (in fact, only 1 other in my quick search), but needless to say I bought the flight on the web instead of the app. Also, it’s currently 11am and I just got a notification from the app about my flight which landed 3 hours ago. Soooo, don’t rely on the app for timely notifications or best prices..Version: 8.8.2
✓ ConfusingCan’t access mobile boarding passes.Version: 6.11.1
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