Review Insights · Google Play
Southwest Airlines: Travel App
Southwest Airlines · 165,950 ratings · ★ 4.4
4.4
★★★★★
165,950 ratings
🎯 Build a better version
Top complaints - extracted from 74 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"boarding"
25 negative reviews mention this · 34% of all complaints
★★★★★ "App is broken, cannot save boarding pass to wallet on Android. Just opens a browser and is not logged in. Login in browser, says not checked in. Check in get an error, but shows save to google wallet button. Click it, opens ANOTHER browser …" - Michael Milligan
2
"pass"
20 negative reviews mention this · 27% of all complaints
★★★★★ "App is broken, cannot save boarding pass to wallet on Android. Just opens a browser and is not logged in. Login in browser, says not checked in. Check in get an error, but shows save to google wallet button. Click it, opens ANOTHER browser …" - Michael Milligan
3
"boarding pass"
19 negative reviews mention this · 26% of all complaints
★★★★★ "App is broken, cannot save boarding pass to wallet on Android. Just opens a browser and is not logged in. Login in browser, says not checked in. Check in get an error, but shows save to google wallet button. Click it, opens ANOTHER browser …" - Michael Milligan
4
"hazardous"
13 negative reviews mention this · 18% of all complaints
★★★★★ "I can't get my boarding pass through the app because the hazardous material notice comes up and then I can't get rid of it." - Donna Forton
5
"flight"
12 negative reviews mention this · 16% of all complaints
★★★★★ "this may be the worst app I have ever used. Doesn't save flights, can't see past flights, constant errors. Frustrating and useless" - Ted Bowman
6
"southwest"
10 negative reviews mention this · 14% of all complaints
★★★★★ "The rewards redemption for Southwest is not working." - Rebecca Gray
7
"update"
9 negative reviews mention this · 12% of all complaints
★★★★★ "Ads, ads, ads, ads. It sends excessive notification spam (about twice a week according to Android). I enabled notifications so I could get flight updates. But they misuse that system to spam me with ads, ads, ads, pushing me to buy more fli…" - Alex Quinn
8
"materials"
9 negative reviews mention this · 12% of all complaints
★★★★★ "my Samsung won't advance past the hazardous materials screen. I don't have an option to continue." - Mary Kenney
9
"screen"
9 negative reviews mention this · 12% of all complaints
★★★★★ "my Samsung won't advance past the hazardous materials screen. I don't have an option to continue." - Mary Kenney
10
"hazardous materials"
9 negative reviews mention this · 12% of all complaints
★★★★★ "my Samsung won't advance past the hazardous materials screen. I don't have an option to continue." - Mary Kenney
📋 All 74 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
this may be the worst app I have ever used. Doesn't save flights, can't see past flights, constant errors. Frustrating and useless
Used to absolutely adore this airline. Not any more. This is a perfect example of what happens when a business only cares about the parasites who own stock. Service sucks now. Amenities suck. They nickel and dime you and your ticket ends up costing as much as delta. 🙄 If I'm gonna pay delta prices, I'll fly delta.
can't login with email have to use an account number. doesn't keep you logged in so you have to look up the number. have had to reset password multiple times. if your flight was not booked with sw directly you cannot add it to my trips so you have to lookup your reservation every time. compared to other airline apps this thing is a pita.
Ads, ads, ads, ads. It sends excessive notification spam (about twice a week according to Android). I enabled notifications so I could get flight updates. But they misuse that system to spam me with ads, ads, ads, pushing me to buy more flights I don't need. 👎 👎 👎
The rewards redemption for Southwest is not working.
Can't check my bag. When you hit check bags the app puts me in a due loop to downlaod the app again over and over.
I know Southwest has a reputation for short delays due to planes getting in last minute but all my flights have been multiple hour delays. it's ridiculous
When I try to use the app, I very often get error messages
the talk true
bad services this days how can you charge every luggage, your customer rate is dropping so fast
I can't get my boarding pass through the app because the hazardous material notice comes up and then I can't get rid of it.
can't access boarding pass.
This "app" is nothing more than a glorified browser skin that doesn't work with the Google password manager. I'd rather just use a regular webpage than this.
Sends spam notifications. I disabled promotional notifications in their settings and they still sent a push notification for a sale on fares but labeled it as "Southwest News".
I have your "promotions" notifications channel turned off, and you still advertised a sale to me over a push notification.
after the March 2026 update, I can no longer get boarding passes via this app. very frustrating!!!!
horrible now! locks up and cant print my boarding pass. fix it!!
my Samsung won't advance past the hazardous materials screen. I don't have an option to continue.
I can't get my boarding passes. The new app says hit continue but there is no continue. I suspect it is off screen. cleared the cache and reinstalled no help. Never had any issue with the old app.
I uninstalled. This app is garbage. Tried 5 times to register for their rapid points.
utter garbage, can't retrieve boarding pass, it says if you click "continue" you agree to the things you shouldn't bring on your flight, but there is no way to click continue.
Update ruined the app. I can't see my boarding pass now. When I click on it, the app freezes on the hazardous materials part and i have to close the app to open it up again.
You know what would be awesome? If the Southwest app for a digital boarding pass would let you actually get to your digital boarding pass! whatever has happened in the latest update since I last traveled 2 months ago on Southwest has completely ruined the app! I can't get to my boarding pass! I am checked in I click the boarding pass button and there is no continue button on the hazardous materials screen. pretty useless app if you can't get your boarding pass!
Garbage app. So poorly coded and executed that they made it impossible for me to book a flight out of EWR (Newark, NJ). Can I select EWR? No. Can I select Newark? No. How about Ronald Regan? No. Oh....maybe use my location? No, it selected LaGuardia. GARBAGE Uninstalled.....
I have no idea how this app has a 4.5 star rating. they must pay for reviews and ratings. so frustrating to navigate. continual pop-ups, I have no idea how to get to my profile to edit my account information. I tried to use the chat for help, it's saying that my first name and last name (which you need to enter into the chat before you could use this service, while logged into the app??) says my name is wrong? As it literally says my name exactly as typed in the corner 😂 I can't with this app
no stars does not let me stay logged in and when it wants me to update password it says it's the wrong web address. it's the web address they sent me to.
dose not load
Hazardous material notice doesn't fit the screen so you can't get a boarding pass
6/4/19 Check-in is horrible. I checked in 24 hours on the dot of my scheduled time. First, the system will kick me out. Then, it takes a while to load when you re-enter so you get in a lower group and/or position. Update 4/14/26 Check-in is still horrible. Again, I checked in 24 hours on the dot and was placed in boarding group 7.
Flying today, I can't open the app and it is now stuck on Southwest blue screen and will not open. Multiple restarts and no update available. Uninstalled and reinstalled and now stuck on "Transportation of Hazardous Materials" checkin screen without ability to scroll to proceed.
What a shame. This used to be one of the best airlines. Now they are the armpit of the industry. sad.
advertises to you with notifications that make sound. instant uninstall.
Can't click past the hazardous materials warning to get to the boarding pass.
Session expired error when I try to show my boarding pass on security
app is tuck on hazardous waste page will not allow me to see my boarding pass.
Barely does the job. when you check in, it doesn't retain the flight info most of the time. Manage reservations? blank. You have to enter it again. If you leave the app and come back, it often resets everything or wastes time reloading. These issues have persisted for years. And now, if you change your seat, it doesn't change on your boarding pass or even the info screen. So, what seat do I have? It's almost better just using their web page than this mess.
I have just been made aware of a policy that you don't obviously reiterate on your website. You are obviously targeting people who are large sized because you're not implementing your policy correctly. Due to this, and I'm not plus sized, I am no longer interested in utilizing your airline.
I needed to use the app last week and realized that I didn't have it installed and couldn't remember why. I reinstalled it. This morning at 7:30 I heard a tone and an obnoxious clap and realized why. I don't even have a flight scheduled. Fortunately it took a second to uninstall it again.
will not allow me to access my boarding pass. after reading the prohibited items. had to get a paper Boarding pass. very inconvenient.
cannot pull up my boarding pass. I just get a hazardous materials screen that locks up. I have to close the app to get out of it. had to print my boarding pass from my computer. this is trash.
can't get past "hazardous materials" acknowledgement when trying to get boarding passes. Cannot continue ot back out. I had to use browser to continue.
I got an ad to install the Southwest app WHEN I WAS IN THE APP (internal browser)
Since the latest update to the app, when I try to add a checked bag it tells me to download a compatible app. Fantastic... guess I'll wait at the airport instead.
in air wifi is horrible at best. in flight entertainment live TV has been reduced to nothing. overall download your own TV shows and movies. It has gotten worse since new direction of Southwest.
gets stuck on'hazardous materials transportation' page and couldn't get my boarding pass.
I get it, with changing times there are changing functions. Even so, there are multiple times I have had issues. First is comparing points to dollars, it requires you to do the entire search. Second, when selecting seats, there will not be an indication whether or not there will be a cost. Third, even when a flight arrives, it may not display a delay even while it is reflected in the terminal. The customer support information is also a time sink.
Not good. App often fails to start in low speed wifi (like hotels). Also if you more than one passenger (like a family) the "View all boarding passes" rarely works forcing you to slow everything down while you have to and go through each pass which takes forever. Simply awful app.
Wi-Fi NEVER works on every flight. Absolutely horrible. trying to watch TV and it pauses every 2 seconds.
terrible confusing
What a joke of an app, will never use or fly again with them. Constant junk emails, jumping through hoops to get your tickets and app is 90% junk sale pitch to upgrade or buy this.
+ 24 more in the clipboard copy
Sentiment summary
86%
Positive (4-5★)
3%
Neutral (3★)
11%
Negative (1-2★)