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Southwest app reviews: what users complain about
We ran Revunda on 300 of the most recent public App Store reviews of Southwest Airlines: Travel App (Travel, by Southwest Airlines Co.) from 1 storefronts, dated 2026-10-01 to 2026-10-22. Average rating in this sample: 2.98★. Its all-time US App Store rating is 4.8★ from 7.3M ratings. 135 reviews contained a complaint; the biggest theme was bugs (60%).
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Complaint categories
| Category | Reviews | Share of complaints | Avg severity (0–3) |
|---|---|---|---|
| Bugs | 81 | 60% | 2.1 |
| Feature requests | 55 | 41% | 1.9 |
| Pricing / subscription | 43 | 32% | 2.0 |
| UX / design | 38 | 28% | 1.9 |
| Performance | 10 | 7% | 2.4 |
| Crashes / freezes | 5 | 4% | 2.5 |
| Ads | 1 | 1% | 1.5 |
A review can count in several categories, so shares add up to more than 100%. Severity is the AI's estimate of how bad the problem is for the user.
Top issues, ranked by reviews × severity
- Fix login / account access: 19 complaining reviews, avg severity 2.2/3. What to do: Audit the sign-in flow (SSO, password reset, verification emails) on the latest version; add clear error messages.
“It’s incredible that in 2026 a huge airline like Southwest can have such a terrible app you can’t login you can’t reset your password when you call they also acknowledge that their emailing system doesn’t work for any email domain. It’s ridiculous.” (1★, v13.35.1, US) - Soften the redesign backlash: 19 complaining reviews, avg severity 1.9/3. What to do: Explain the change in-app, restore the most-missed option, or offer a setting for the old behaviour.
“I like the old layout better” (3★, v13.22.0, US) - Ship the most requested feature: 18 complaining reviews, avg severity 1.8/3. What to do: Read the quotes below for the exact request; consider a public roadmap.
“The app is always down. Bring back the no expiration travel credit. I’ve missed 2 flights because flights were delayed by 2 hours and then moved back to original time and the app/options is not user friendly. Passengers are stressed/running late and driving,…” (1★, v13.22.0, US) - Justify or adjust the price: 15 complaining reviews, avg severity 2.2/3. What to do: Test a cheaper tier, annual discount or one-time purchase; show what paid users get.
“Southwest has been my preferred airline for at least 11 yrs. Since yall went thru whatever overhaul had been downhill ever since. Why is it ok for me to wait 30 minutes to talk with an agent at 10pm to give you my money and when I asked to chg a flight for med…” (3★, v13.22.0, US) - Answer support requests: 14 complaining reviews, avg severity 2.3/3. What to do: Add an in-app contact option and reply to these App Store reviews; Apple lets developers respond publicly.
“A-List Preferred members are guaranteed same day standby, but the app is severely broken and won’t allow you to confirm standby. Customer service REFUSES to help, and tells you to see a gate agent. That worked before assigned seating, but certainly not going t…” (1★, v13.22.0, US) - Ease paywall pressure: 15 complaining reviews, avg severity 2.0/3. What to do: Keep core features usable for free users or explain clearly what is paid; show the paywall less often.
“I paid for free checked bags and they r asking for payment” (1★, v13.22.0, US)
Rating by app version (newest first)
| Version | Reviews | Avg stars | Share with a complaint |
|---|---|---|---|
| 13.35.1 | 130 | 2.9 | 45% |
| 13.22.0 | 167 | 3.1 | 46% |
| 13.21.1 | 3 | 3.7 | 33% |
Versions with fewer than 3 reviews in the sample are left out.
FAQ
What do users complain about most in Southwest?
In 300 recent App Store reviews (2026-10-01 to 2026-10-22), the most common complaint theme was bugs (60% of complaining reviews), and the top specific issue was “fix login / account access” (19 reviews).
How many Southwest reviews are negative?
135 of 300 recent reviews (45%) contained a complaint. Average rating in this sample: 2.98★. Its all-time US App Store rating is 4.8★ from 7.3M ratings.
Can I get the same report for my own app?
Yes. Paste your App Store or Google Play link at revunda.xyz/apps/ and you get the full PDF (up to 300 recent reviews, 7 categories, 18 specific issues, version trend, 10 ranked fixes) within 24–48 hours. A free mini check shows the top 3 themes in seconds.
How to read this
Apple's public feed only shows recent reviews, so this is a snapshot of the last weeks or months, not the app's full history. Popular apps attract complaints in proportion to their size; the useful part is which issues repeat. Generated 22 October 2026. We have no relationship with Southwest Airlines Co..
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