How Nice Is Southwest Airlines? A Comprehensive Guide to Your Flying Experience
Thinking about flying Southwest Airlines for your next trip? You've come to the right place! Southwest has carved out a unique niche in the airline industry, known for its distinct approach to customer service, baggage policies, and overall travel experience. But "how nice" is it, really? Let's dive deep into what makes Southwest tick and whether it's the right fit for your travel style.
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| How Nice Is Southwest Airlines |
Step 1: Discover Your Travel Priorities – Are You a "Southwest Kind of Traveler"?
Before we even talk about tickets or boarding, let's figure out if Southwest aligns with what you value in an airline. Are you someone who prioritizes:
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Flexibility and ease of change?
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Cost savings, especially on checked bags?
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A more casual, friendly atmosphere?
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Not being tied to a specific seat?
If you answered "yes" to most of these, then Southwest might just be your new favorite airline! If you prefer assigned seats, premium cabins, or a vast international network, other airlines might be a better fit. Southwest offers a unique proposition, and understanding that from the outset is key to a "nice" experience.
Step 2: Understanding the Southwest "Difference" - Policies and Perks
Southwest operates on a slightly different philosophy than many traditional airlines. This is where their "niceness" often shines, but it's important to be aware of these differences.
Sub-heading: The Legendary Baggage Policy (and Recent Changes!)
For years, Southwest was famous for allowing two free checked bags for every passenger. This was a massive differentiator and a huge saving for many travelers.
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The Good Old Days: Historically, this policy was a major win, especially for families or those on longer trips.
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Recent Adjustments (Effective May 28, 2025): While the two free checked bags policy remains for certain fare types (like Business Select) and elite members (A-List Preferred), changes have been introduced for "Wanna Get Away" (Basic), "Wanna Get Away Plus" (Choice), and "Anytime" (Choice Preferred) fares. For these fares, checked bag fees may now apply. It's crucial to check the specific fare rules when booking your ticket to understand your baggage allowance. This is a significant shift and something to be aware of!
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Carry-On Allowance: Regardless of your checked bag situation, you're still allowed one carry-on bag and one personal item (like a laptop bag or purse) at no extra charge. This is a standard and convenient policy.
Tip: Make mental notes as you go.
Sub-heading: The Open Seating Policy – Love It or Loathe It?
Perhaps the most distinctive aspect of Southwest is its open seating policy. There are no assigned seats when you book your ticket.
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How it Works: Passengers are assigned a boarding group (A, B, or C) and a position within that group (1-60+) upon check-in. The earlier you check in (exactly 24 hours before your flight is recommended!), the better your boarding position will be.
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Benefits: This can be great for those who want to choose their seat, whether it's a window, aisle, or emergency exit row (if eligible). It also encourages quicker boarding, as people aren't searching for a specific seat number.
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Challenges: If you're traveling with a group and want to sit together, especially if you have a later boarding position, it can be a bit of a scramble. Family boarding is offered for those traveling with children aged six and under, allowing two adults with the child to board between the A and B groups. This is a major plus for families.
Sub-heading: Rapid Rewards – Earning and Using Points
Southwest's loyalty program, Rapid Rewards, is known for its simplicity and value.
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Earning Points: You earn points based on the fare type and the cost of your ticket. Higher fare types like Business Select earn more points per dollar.
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Redeeming Points: Points can be used for any available seat on any Southwest flight with no blackout dates. The value of your points is tied to the cash price of the ticket, making it straightforward.
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Elite Status (A-List, A-List Preferred): Frequent flyers can achieve A-List or A-List Preferred status, which comes with perks like priority boarding, bonus points, and free in-flight Wi-Fi (for A-List Preferred).
Sub-heading: The In-Flight Experience – Simple, Yet Satisfying
Southwest focuses on getting you to your destination efficiently and with a friendly demeanor.
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Snacks and Drinks: Most flights over 250 miles offer complimentary snacks (typically pretzels, cookies, or similar) and non-alcoholic beverages. Alcoholic beverages are available for purchase, and Business Select passengers often receive a complimentary premium drink.
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In-flight Entertainment: Southwest offers free in-flight entertainment on Wi-Fi enabled aircraft, including movies, live TV, and on-demand TV series via their entertainment portal. You'll need your own device (phone, tablet) and headphones as there are no seat-back screens.
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Wi-Fi: Wi-Fi is available for purchase at $8 per device per flight. A-List Preferred members and those with certain Southwest Rapid Rewards credit cards receive complimentary Wi-Fi. Southwest is also rolling out USB-A and USB-C power ports on newer aircraft, which is a welcome addition.
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Crew: Southwest flight attendants are often lauded for their humorous and engaging announcements and their genuine friendliness, contributing significantly to the "nice" reputation.
Step 3: Booking Your Southwest Flight – Tips for a Smooth Start
Booking with Southwest is a bit different from other airlines because their flights generally do not appear on third-party travel sites like Expedia or Kayak (though they have started to appear on Google Flights).
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Direct Booking is Key: Always book directly on the Southwest Airlines website (Southwest.com) or via their mobile app.
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Utilize the Low Fare Calendar: If your travel dates are flexible, use Southwest's "Low Fare Calendar" tool to find the cheapest dates to fly. This can save you a significant amount.
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Understand Fare Types: Southwest offers various fare types:
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Basic (Wanna Get Away): The most affordable, but also the most restrictive in terms of changes and refunds (flight credit with a 6-month expiry if canceled).
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Wanna Get Away Plus: Offers transferable flight credits (valid for 12 months), free same-day standby, and same-day confirmed flight changes (fare difference applies).
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Anytime: More flexible with refunds to the original form of payment, priority lane access, and EarlyBird Check-In perks.
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Business Select: The highest tier, offering priority boarding (A1-A15), free in-flight internet, a complimentary premium drink, and fully refundable tickets.
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Choose the fare type that best suits your needs for flexibility and perks.
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Step 4: Mastering the Southwest Boarding Process – Getting the Best Seat
QuickTip: Don’t ignore the small print.
This is where many first-time Southwest flyers get a little anxious, but it's straightforward once you understand it.
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Check-In Exactly 24 Hours Before: Set an alarm! Your boarding position (A, B, or C, followed by a number 1-60+) is primarily determined by when you check in. The earlier you check in, the better your position, and thus, the better your seat choice.
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Consider EarlyBird Check-In: For an additional fee, Southwest will automatically check you in before the traditional 24-hour mark, giving you a potentially better boarding position without having to set an alarm. This is a popular option for those who prioritize a good seat or are traveling with others.
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Upgraded Boarding: If available, you can purchase an upgraded boarding position (A1-A15) at the gate or 24 hours before your flight. This guarantees you'll be among the first to board.
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Family Boarding: If you're traveling with a child aged six or younger, take advantage of Family Boarding, which happens after the A group. This ensures you can find seats together.
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Line Up at the Gate: Once your boarding group is called, find your designated number on the poles at the gate and line up.
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Find Your Seat: Once on board, choose any available seat. Politely avoid "saving" seats for others with later boarding passes, as this goes against the spirit of open seating.
Step 5: The Southwest Customer Service Experience – Generally Positive, But Be Prepared
Southwest consistently ranks high in customer satisfaction, often praised for its friendly employees and problem-solving approach.
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Empowered Employees: Southwest is known for empowering its employees to resolve issues and connect with customers without rigid scripts. This often leads to more personal and helpful interactions.
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Multiple Support Channels: They offer phone support, live chat via their mobile app, email, and a self-help resource center.
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Areas for Improvement (Based on some recent reviews): Like any airline, Southwest isn't immune to occasional negative experiences, particularly concerning flight disruptions, recent baggage policy changes (as seen in some BBB complaints), or specific employee interactions. While generally positive, it's wise to be prepared for potential issues, especially during peak travel times or weather events.
Is Southwest Airlines "Nice"? The Verdict
Overall, Southwest Airlines maintains a strong reputation for being a customer-friendly airline. Its "niceness" stems from:
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The value proposition: Historically, two free checked bags were a huge draw, and even with recent adjustments, the flexibility in changes and cancellations (especially on higher fare types) is appealing.
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The relaxed atmosphere: The open seating and generally cheerful crew contribute to a less formal, more enjoyable flight experience.
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The straightforward loyalty program: Rapid Rewards is easy to understand and use.
However, "niceness" is subjective. If your definition of a "nice" airline includes premium cabins, pre-assigned seats, or an extensive international route network, Southwest might not be your top choice. But for domestic travel, especially for leisure, families, or those who value flexibility and baggage savings (where applicable), Southwest often delivers a very nice experience.
10 Related FAQ Questions
Here are some quick answers to common questions about flying Southwest:
How to get the best boarding position on Southwest?
QuickTip: Check if a section answers your question.
To get the best boarding position (A1-A60), check in online exactly 24 hours before your flight's scheduled departure time. Alternatively, purchase EarlyBird Check-In or an Upgraded Boarding position.
How to change a flight on Southwest Airlines?
You can easily change your flight online or via the Southwest app. Depending on your fare type, you may need to pay a fare difference, but Southwest does not typically charge change fees.
How to use Southwest Rapid Rewards points?
Log in to your Rapid Rewards account on Southwest.com, select "Points" as your payment method when searching for flights, and redeem your points for any available seat.
How to bring a pet on Southwest Airlines?
Southwest allows small domesticated cats and dogs in the cabin on domestic flights, provided they are in a suitable carrier that fits under the seat. There is a fee ($125 one-way, as of recent information), and the pet carrier counts as your carry-on item.
How to get free Wi-Fi on Southwest Airlines?
A-List Preferred members and holders of the Southwest Rapid Rewards Performance Business Credit Card receive complimentary Wi-Fi. Otherwise, Wi-Fi costs $8 per device per flight.
QuickTip: Reread tricky spots right away.
How to find out if my checked bag will be free on Southwest?
The free checked bag policy (two bags) now primarily applies to Business Select fares and A-List Preferred members. For Wanna Get Away, Wanna Get Away Plus, and Anytime fares booked or changed on or after May 28, 2025, checked bag fees may apply. Always verify the specific baggage policy for your fare type when booking.
How to sit with my family on Southwest Airlines?
If you're traveling with a child aged six or younger, take advantage of Family Boarding, which occurs between the A and B groups. Otherwise, check in as early as possible to secure better boarding positions for your group.
How to check in for a Southwest flight?
You can check in online at Southwest.com or through the Southwest mobile app starting 24 hours before your flight. You can also check in at the airport counter or a self-service kiosk.
How to get a refund from Southwest Airlines?
Refund policies vary by fare type. Business Select and Anytime fares are generally refundable to the original form of payment. Wanna Get Away and Wanna Get Away Plus fares are typically non-refundable but can be converted to a flight credit if canceled at least 10 minutes prior to departure.
How to watch movies on Southwest flights?
On Wi-Fi enabled aircraft, connect to the Southwest Wi-Fi network (no purchase needed for entertainment) and access the Inflight Entertainment Portal through your personal device to stream movies and TV shows for free.
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