PissedConsumer.com strives to provide consumers with the right information to make informed purchasing decisions. Our website collected and compiled various consumer reviews about Southwest Airlines and American Airlines as well as customer ratings and recommendations for these brands. Each brand score is calculated based on set of relevant criteria and displays company performance over time.

Southwest Airlines
American Airlines

Southwest Airlines and American Airlines Overview

Total reviews 535 897
Company responses 0 0
Issues resolved 3 3

Southwest Airlines and American Airlines Consumer Ratings

Rank
52 out of 450 in Transport category
119 out of 450 in Transport category
Customer service
45 in category
69 in category
Level of Comfort
37 in category
90 in category
Website
35 in category
53 in category
Exchange, Refund and Cancellation Policy
26 in category
77 in category

Southwest Airlines and American Airlines Rating Details

Customer service
1.6 (242 reviews)
1.3 (324 reviews)
Reviewer's quote

I know this because all my life I too provide customer service even in the medical field. They repeatedly stress the importance of our behavior towards every individual we come across with dignity and respect and that includes strangers, families, the patient, and each other because being kind and...

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...We spent hours on the phone with customer service only for them to not help. Marco claimed to be a supervisor but was extremely rude and started yelling and screaming when asked to explain their policy. I gave 1 star because I had to give a star but American air isnt worth the one star...

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Level of Comfort
2.2 (201 reviews)
1.7 (255 reviews)
Reviewer's quote

...Add in an outsated fleet with zero comfort and you get..

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...For a nation that is known for conducting itself with a level of excellence this was far from it. After the flight I went to Chick-fill-a to see what the fuss was about and the service was amazing. From a fast food restaurant its amazing how far a smile and please and thank you goes...

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Website
2.8 (198 reviews)
2.2 (243 reviews)
Reviewer's quote

...I'd like to retract my earlier post, but this website is not working right..

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Because your website was not easily managed, she agreed to pay the extra 35$ to just have them process the ticket. It took 2 women 49 minutes ( I kept the time) to manage this transaction where we had to go take money out of an ATM because your system would not take her card. We had to buy a...

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Exchange, Refund and Cancellation Policy
2.1 (194 reviews)
1.3 (251 reviews)
Reviewer's quote

...Per DOT/FAA rules, a passenger is due a full refund regardless of reason when airline cancels. Passenger can elect to let airline hold funds, but they cannot just keep them or not notify passenger of changes. No refund offered...

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They also told me that I would receive a monetary refund because they cancelled the flight and could NOT re-book it. However, my refund was just denied and the explanation given was that my flight was rescheduled and not cancelled. This is not true as Flight 1214 was cancelled! I am owed a monetary...

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Southwest Airlines and American Airlines Pros and Cons

Pros
  • Baggage policy
  • Low price
  • Bags fly free
  • Finally getting home
  • Worse customer service at any level
  • Pricing and available flights
Cons
  • Poor customer service
  • Rude flight attendant
  • Money for value
  • Poor customer service
  • Customer relations
  • Delay after delay

Southwest Airlines and American Airlines Most Positive Reviews

Top rated reviews
5

One of the worst customer service days I've seen at Southwest although as much as I travel it's rare to even see a...

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5

I boarded an American Airlines Embaer (small) aircraft. I am over six feet tall, and my knees were digging in to the s...

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5

My husband and I both paid for early bird boarding when flying home from Vegas, due to a long flight and us being older...

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5

I flew from dfw airport with one stop in phoniex Arizona and then on to santa Barbara. When i arrived in santa barbara...

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Southwest Airlines and American Airlines Most Critical Reviews

Lowest rated reviews
1

I live in Dallas with the crazy Ebola scare. I purchased my ticket about a month ago for a Nov 14th flight to...

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1

American Airlines wanted $200 + $150 = $350 to change a flight that was rescheduled twice by them (American Airlines) to...

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1

I have traveled the last 2 times using Southwest points (one trip last mo.) and assumed this would be considered activit...

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1

Toronto-Chicago-Portland was my original itinerary. 1st flight was delayed and many of us missed connecting flights. My...

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Southwest Airlines and American Airlines Latest Reviews

Recent published reviews
1

One of the common incorrect assumptions is to think that airlines that are still looking for TAXPAYER'S BAILOUT is that...

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No votes

I have no complaints, this will be my first flight with American airlines but the customer service was excellent....

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3.4

I am beyond upset with the blatant disregard Southwest Airlines has for taking care of passenger luggage. I purchased a...

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No votes

I had a flight from Miami to New Orleans with a layover in Charlotte and one of your employees cut my bag open and...

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Southwest Airlines and American Airlines Products and Services

Most reviewed product and services
  • Southwest Airlines Flight (170 reviews)
  • Southwest Airlines Flight Attendant (61 reviews)
  • Southwest Airlines Flight Booking (35 reviews)
  • American Airlines Flight (289 reviews)
  • American Airlines Flight Attendant (62 reviews)
  • American Airlines Baggage Policy (61 reviews)