Southwest Airlines: Travel App — Reviews & Insights
Southwest Airlines Co.
⚠ Sentiment Storm (severe)
⚡ Disruption Score: 51
Rating
4.85
7M ratings
Reviews/Month
652
Trend: declining
Last Updated
Jan 30, 2026
v13.1.2
Days Since Update
57
Active
Analysis Summary
Southwest Airlines' app receives mixed reviews, with common complaints about seat selection, baggage fees, and app functionality. While many users praise the ease of use and customer service, others...
Rating Distribution
Pain Points
-
seating
· 19.0% of reviews
Issues with seat selection and assignment
-
baggage
· 4.0% of reviews
Baggage fees and policy changes
-
app_functionality
· 4.0% of reviews
General app functionality issues
-
customer_service
Customer service responsiveness
-
check_in_issues
· 14.0% of reviews
Check-in process problems
Praised Features
-
ease_of_use
· 9.0% of reviews
Overall app usability
-
customer_service
· 1.0% of reviews
Customer service quality
-
boarding_pass
· 3.0% of reviews
Mobile boarding pass functionality
Feature Requests
-
app_functionality
· 1.0% of reviews
Additional app features
Bug Reports
-
app_glitches
· 6.0% of reviews
General app glitches and bugs
-
boarding_pass_issues
· 6.0% of reviews
Problems with generating boarding passes
Competitive Position
Southwest is facing increased competition as users express dissatisfaction with recent changes in pricing and policies.
