Step 1: Engage with Your Expectations - What Do You Value in an Airline?
Before we even begin to evaluate Southwest, let's start with you. What are your top priorities when flying? Are you a budget-conscious traveler who prioritizes low fares above all else? Or do you value comfort, amenities, and a seamless experience, even if it costs a bit more?
Think about it for a moment. Do you hate hidden fees? Does the idea of assigned seating give you peace of mind, or do you prefer the flexibility of choosing your spot on the fly? Understanding your personal travel preferences is the first crucial step in determining if Southwest Airlines is "bad" for you.
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| How Bad Is Southwest Airlines |
Step 2: Understanding Southwest's Core Philosophy (and its Recent Shifts)
Southwest Airlines built its reputation on a few key pillars, often summarized as "Transfarency." This meant clear, upfront pricing with no change fees and, famously, two free checked bags. Their open seating policy and generally jovial flight attendants were also hallmarks.
Sub-heading: The "Bags Fly Free" Evolution (or Devolution?)
For decades, Southwest proudly offered two free checked bags. This was a significant differentiator from other major U.S. carriers who started charging for luggage years ago. This policy was a huge draw for many customers. However, as of May 28, 2025, Southwest has made a significant shift. For most travelers, the "Bags Fly Free" policy is no more.
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The New Reality: Most passengers now pay $35 for the first checked bag and $45 for the second. This brings Southwest in line with competitors like American, Delta, and United.
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Who Still Gets Free Bags? Business Select flyers and Rapid Rewards A-List Preferred members still get two free checked bags. A-List status holders and Southwest credit card users can check one bag for free.
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What does this mean for you? If free checked bags were your primary reason for choosing Southwest, this change is a major blow. It's essential to factor these new fees into your overall travel cost.
Sub-heading: The Open Seating Quandary
Southwest's open seating policy has always been a point of contention and a source of both love and hate. You board based on your check-in time (or fare class/elite status) and then pick any available seat.
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Pros: Potentially faster boarding, flexibility to sit where you want (if you board early), easier for families with young children (family boarding is available).
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Cons: Can be stressful if you're a late boarder, difficult to guarantee sitting with travel companions unless you board together or pay for EarlyBird Check-In, and no premium cabin options.
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Upcoming Change: Southwest is reportedly preparing to eliminate open seating and introduce assigned seating later this year. This is another fundamental shift that will dramatically alter the "Southwest experience" for many. Keep an eye on this development, as it will likely impact how you plan your travel.
Step 3: Assessing Operational Performance: Delays, Cancellations, and Customer Service
No airline is immune to delays and cancellations, but some handle them better than others. Southwest has faced its share of operational challenges, most notably the widespread disruptions during the 2022 holiday season due to an outdated scheduling system.
QuickTip: Short pauses improve understanding.
Sub-heading: On-Time Performance (OTP)
While individual experiences vary, industry reports provide a broader picture.
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In recent months, Southwest has shown improvements in on-time performance, even leading North American carriers in some reports (e.g., February 2025 Cirium report).
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However, historical data can show fluctuations. For example, in OAG's 2023 punctuality report, Southwest ranked 13th out of 20 airlines for on-time performance.
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Key Takeaway: While recent performance seems promising, it's wise to check current statistics if punctuality is a major concern for your specific travel dates.
Sub-heading: Navigating Delays and Cancellations
When things go wrong, how does Southwest respond?
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Your Options: If your flight is significantly delayed (generally 3+ hours domestically) or canceled, Southwest offers several options:
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Continue with travel: They'll try to rebook you.
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Change your flight: You can typically change to another flight at no additional cost.
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Cancel for flight credit: You can receive the value as a flight credit (which now has an expiration date if booked or voluntarily changed on or after May 28, 2025).
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Cancel for method-of-payment refund: For significant disruptions, even non-refundable tickets are eligible for a refund to your original payment method.
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Pro Tip: For significant delays, always inquire about a refund to your original payment method if you choose not to travel. Don't automatically accept a flight credit.
Sub-heading: Customer Service Interaction
Customer service experiences are often a mixed bag with any large company. Southwest has historically been lauded for its friendly staff, but recent reviews suggest some decline.
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Channels: You can contact Southwest via phone (1-800-I-FLY-SWA), live chat (via mobile app), email, or social media.
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Common Complaints: Recent customer reviews on various platforms highlight issues such as:
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Long hold times for phone support.
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Lack of empathy or helpfulness from some agents.
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Difficulty resolving complex issues, particularly around misapplied funds or destroyed luggage.
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Personal Anecdote (fictional for illustrative purposes): "I was stuck for hours due to a delay, and while the flight attendants on board were great, getting clear information from the gate agents was a nightmare."
Step 4: Fare Classes and Rapid Rewards: Understanding the Value Proposition
Southwest's fare structure and loyalty program, Rapid Rewards, are distinct.
Sub-heading: Fare Types
Southwest offers four main fare types, each with varying levels of flexibility and points earning:
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Basic: Most affordable, earns 2 Rapid Rewards points per dollar, non-refundable (except for 24-hour cancellation), flight credits expire within six months. This is their newest, most restrictive fare.
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Wanna Get Away Plus: Earns 6 Rapid Rewards points per dollar, transferable flight credits (valid for 12 months), free same-day standby, and same-day confirmed flight changes.
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Anytime: Earns 10 Rapid Rewards points per dollar, refundable to original form of payment, priority lane access, EarlyBird Check-In.
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Business Select: Highest fare, earns 14 Rapid Rewards points per dollar, priority boarding (A1-A15), two free checked bags, priority lanes, free in-flight internet, and a complimentary premium drink.
Tip: Revisit this page tomorrow to reinforce memory.
Sub-heading: Rapid Rewards Program
The Rapid Rewards program is revenue-based, meaning the more you spend, the more points you earn.
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Point Value: Points can be redeemed for flights, with the value fluctuating depending on the fare class and destination.
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Elite Status (A-List, A-List Preferred): Earn status by flying a certain number of qualifying flights or earning tier qualifying points. Benefits include priority boarding, earning bonuses on points, free checked bags (A-List gets one, A-List Preferred gets two), and dedicated phone lines.
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Is it a good program? NerdWallet's analysis often places Southwest's Rapid Rewards in the middle of the pack for overall airline rewards programs. It's generally considered good for domestic travel if you fly Southwest frequently.
Step 5: The "Extras" and Overall Experience
Beyond the core policies, consider the in-flight experience and other unique aspects.
Sub-heading: In-Flight Amenities
Southwest focuses on a no-frills, efficient model.
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No First Class/Business Class: There are no separate premium cabins. Business Select offers early boarding and a free drink, but not a larger seat or more space.
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Wi-Fi: Available for a fee on most flights. Business Select fares include free Wi-Fi.
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Entertainment: In-flight entertainment is typically available via your personal device, with a selection of movies and TV shows.
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Snacks/Drinks: Complimentary non-alcoholic beverages and a small snack are usually provided. Premium alcoholic beverages are available for purchase (or free with Business Select/A-List Preferred).
Sub-heading: The "Southwest Vibe"
Historically, Southwest has been known for its fun, quirky, and often humorous flight attendants and gate agents. This "vibe" was a significant part of its appeal.
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Has it changed? Some recent reviews indicate a decline in this unique customer-centric approach, with more focus on efficiency and less on personality, especially in challenging situations. However, many still report positive interactions with the crew.
Step 6: Conclusion: So, How "Bad" Is Southwest Airlines?
The answer is complex and depends heavily on your perspective and priorities.
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For the budget traveler who values flexibility (and doesn't mind the new baggage fees or unassigned seating): Southwest can still be a decent option, especially with their no-change-fee policy (though fare differences still apply). The Rapid Rewards program can be beneficial for frequent flyers.
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For those seeking premium comfort, guaranteed seating, or international travel: Southwest will likely fall short. Their model isn't built for that.
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For those deeply affected by the "Bags Fly Free" policy change: This is a significant negative, as it erodes a long-standing competitive advantage and increases the cost of flying.
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For those who dislike the open seating concept: The upcoming move to assigned seating might be a positive change, but it also signals a departure from their unique identity.
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Regarding reliability and customer service: While they've had their struggles, recent on-time performance has been improving. However, reports of inconsistent customer service warrant attention.
In essence, Southwest is evolving. The airline that many people knew and loved for its distinctive "Transfarency" and unique approach is shifting to align more with industry norms, particularly with baggage fees and upcoming assigned seating. This might be "bad" for those who cherished their old model, but it might simply make them "another airline" for others. It's no longer the unquestionably different carrier it once was.
QuickTip: Return to sections that felt unclear.
10 Related FAQ Questions
How to find the cheapest Southwest flights?
To find the cheapest Southwest flights, check their official website directly, as they often don't appear on third-party aggregators. Use their "Low Fare Calendar" and be flexible with your travel dates.
How to avoid baggage fees on Southwest Airlines?
To avoid baggage fees on Southwest, consider carrying on your luggage if it meets size requirements. Otherwise, obtain a Southwest co-branded credit card, achieve A-List or A-List Preferred status in their Rapid Rewards program, or book a Business Select fare.
How to choose your seat on Southwest Airlines?
Currently, Southwest operates with open seating. You choose your seat upon boarding. To get an earlier boarding position (and thus more seat choice), check in exactly 24 hours before your flight, purchase EarlyBird Check-In, or hold Business Select, A-List, or A-List Preferred status. Note: Assigned seating is expected to be introduced later in 2025.
How to change a Southwest flight without a fee?
Southwest Airlines does not charge change fees. You can change your flight online or via their app; however, you will be responsible for any fare difference between your original and new flight.
QuickTip: Compare this post with what you already know.
How to get a refund from Southwest Airlines for a canceled flight?
If Southwest cancels your flight or significantly delays it (typically 3+ hours domestically), you are eligible for a full refund to your original form of payment, even for non-refundable tickets. Contact customer service or use the options provided in the cancellation notification.
How to contact Southwest Airlines customer service quickly?
For quicker access to Southwest customer service, call their main line (1-800-I-FLY-SWA) or try their dedicated A-List member phone line if you have elite status. Using their live chat feature on the mobile app can also sometimes be faster than calling.
How to use Southwest Rapid Rewards points effectively?
To use Southwest Rapid Rewards points effectively, redeem them for Wanna Get Away fares, which generally offer the best value per point. Also, consider leveraging the Companion Pass if you fly frequently, as it allows a designated person to fly with you for just the cost of taxes and fees.
How to deal with a delayed Southwest flight at the airport?
If your Southwest flight is delayed at the airport, first check the Southwest app or website for updates. Speak with a gate agent for information, rebooking options, or meal/hotel vouchers if applicable (though these are discretionary). Remember your options for changing or canceling your flight for a refund if the delay is significant.
How to complain about a Southwest Airlines experience?
To complain about a Southwest Airlines experience, you can submit feedback through their website's contact form, write a letter, or contact them via phone. For more serious issues, you can file a complaint with the U.S. Department of Transportation (DOT) via their Aviation Consumer Protection Division website.
How to know if Southwest Airlines is the right choice for my trip?
To know if Southwest Airlines is the right choice for your trip, consider your priorities: if you value lower base fares, often need to check bags (and accept the new fees or qualify for free ones), appreciate no change fees, and are comfortable with open seating (or the upcoming assigned seating), Southwest might be a good fit. If you prioritize premium cabins, specific seat assignments, or extensive international routes, other airlines may be better.
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