We don't travel a TON much but when we do, we usually fly Southwest. My experience with Southwest at this location was great. Staff were friendly. The main negative is some of their policy changes as of late. I hate that they got rid of their free checked bag policy. Now the majority of people shove everything in their carry ons and as a result, anyone in C boarding zone will *usually* need to check their carryon at the gate. (Ugh) Regardless, I still love to fly Southwest. Can't wait for the assigned seating tho. Not a fan of the open seating. read more

I just boarded Southwest in Rochester. The boarding process is confusing. They have assigned seating and boarding groups, but evidently they still want you to stand in the old lines. I looked multiple times to check if there was anything instructing us to still stand there but it was blank. I walked up when they called my group and was told by a very rude gate agent that I needed to get in line. I asked her how I would know that since there are no markings. She just mumbled that those are the rules. RUDE read more

Honestly worst experience I've had with an airline in a long time. We had lost baggage and the baggage claim customer support was about as unhelpful as can be. Then after being unhelpful they refused to answer the phone for days. I got 0 help and 0 solutions and they seemed not to care at all. 1/10 never again read more

Southwest would never be my first choice of airlines. But they have direct flights to Florida from ROC, and you really can't beat that, so I put up with them every once in awhile. If you are not familiar with them, I don't think it's clear that they don't have assigned seats like every other airline. I don't understand why they don't just do it and save everyone the headache, but they don't. You either need to pay extra for Early Bird, which checks you in automatically, or you need to check in exactly 24 hours before your flight. If there's multiple people in your party, everyone needs to check in right then. If not, the person that boards first gets the privilege of trying to save seats for the rest of their party. Oh, what fun it is to fly Southwest... The last people to board our flight clearly had not gotten the memo, and they were MAD they couldn't sit together. The one guy wanted to pay a woman $100 to move so they could have a row together. Ummm, Early Bird would have been cheaper... The flight was only semi full, so I was able to have the middle seat open with boarding position A48. I was flying by myself this time, and a family of 4 sat across from me, so the one extra person sat in my row. It worked out very nicely, but I hate not knowing, and I wish you could just pay extra to get a seat reserved. My flight home was pretty empty, and I had a row to myself with boarding position A41. Even their drink service is strange, and they write down what everyone wants to drink, and then bring you a cup later. They don't have a beverage cart, and they don't give you the pop cans. I even ordered vodka and wine, and I thought they'd give me the bottles with those. Nope! That was the strongest vodka and Diet Coke I may have ever had. Those cups aren't big, and there's ice in them, too. Having the pop can would have been nice so I could have added some more. I guess $8 for a vodka isn't enough to get a can of pop, too. There's also no TV's. You can watch TV on your phone, but it drains your battery. And you have to pay extra for Wifi. Again, this would never be my first choice. It actually would usually be my last choice, but I didn't want to spend 3 more hours getting there with a layover, so I dealt with it. Don't expect a luxurious experience, but it's decent enough once you get past their ridiculous boarding procedure. read more

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So -we had to cancel flights during the pandemic, "no worries they said. We'll travelbank your dollars til 9/7/22." So we booked again, and had to cancel. They took our original extension date away from us -so now out the $100 in early boarding charges and $281. Great service Southwest. I feel like you reached your hand right into our pockets. Already booked our next flight (thinking travel bank money gone was an error I could fix quickly) -BUT , will be our last time. (Oh and wait over 1 1/2 hrs to talk to a human. read more

Southwest Airlines - Wait time - Airlines Near Me - Rochester, New York

just sat in a plane for a hour and ten minutes waiting to pull up to gate i've flew well over 100 times and that is absolutely ridiculous to wait over a hour to pull up to a gate to leave i'm very disappointed in our local airport and because of this will probably go back to driving a hour to buffalo and flying out of their airport seeing as with a hour delay pulling into the gate and another 45 minutes to get our bags we could've landed in buffalo and driven home by the time we got out of rochester airport and not one thing was offered to any of the passengers what a shame on our local airport and southwest airlines i'm very disappointed read more

The flight was late and there was no wifi. Not the best experience.The icing on the cake was that the plane was uncomfortably warm.

Don't fly Southwest during Spring Break. They decide to install a software "upgrade" on a Saturday during Spring Break which takes all their planes out of sky for morning of April 2!! A little late April Fool. With weather problems in Northern Florida, they reroute customers thru intermediate cities and then cancel flights. They also split parties to different intermediate cities. Southwest was not prepared to do business on 4/2/2022!! Their management decision making process is severely flawed snd definitely do not put the customer first or even high on their priorities. They may be cost effective, but not when they have major screen-ups like this. Not sure when I can start my vacation read more

I recently had a horrible experience with my luggage on a SouthWest flight but it was corrected right immediately. After coming home from a work trip, the weather wasn't great and I was in a hurry to get home to my fur baby. I got my luggage and it was soaked and I assumed it was from the rain.... but I was wrong. I smelled something a little funny but didn't think much of it since there was a lot of people around. I threw my luggage in my car and while driving I started getting bursts of fishy odor. I got home and opened my trunk and almost fell over by the scent of fish. I took my luggage out and opened it and everything inside was covered in a gray liquid. My stuff was ruined. I came right back to the airport and Sherry Conrad and Luis helped me out. It was really embarrassing walking through the airport smelling like fish but they were so kind. The scent was so strong we had to cover our noses and hold our breath as we went through what items needed to be reimbursed. Luis took me to get a new suitcase since mine needed to be thrown away and Sherry gave me a nice SouthWest duffel bag to help transfer over some shoes and purses I wanted to try and clean. While it was a big inconvenience after a long and tiring day, I was happy with the outcome of the situation. Thank you Sherry and Luis for helping me that day and turning me into a customer for life. read more

I have been flying strictly southwest for 3 years now and I am IN LOVE. Of course there are a few things I don't like, like the seating arrangements - it's kind of first come first serve and being a bigger person, I like to choose my seat ahead of time so I'm not making others uncomfortable, and the prices have been fairly high this year. Other than that, an amazing company. 2 free luggage, I've been treated with respect by every agent from my flying airport, to my layover airports, to my destination. All my questions are answered thoroughly and the flight staff has never let me down! I will continue to fly only southwest. read more

I am usually all about giving 5 star to Southwest! We love southwest. We fly 95% of the time fly SW. My partner has flown 78 flights this year already and I probably half of that amount. if you look back my review about SW San Diego airport (SAN hometown) I've rated all 5 star. BUT I must rate star less Logan International Airport Southwest terminal. We arrived at the BOS thinking we are gonna fly through the check-in and security as usual without line. But guess what, there is no Priority Line to get through. We had to stand in regular line with everyone which was madness. Luckily our flight was delayed! Beside being negative I highly recommend Southwest. Perks are: You can book and cancel anytime without any penalty. You can check in 2 bags at no cost! And you can buy tickets for your friends and family with points! Tips: southwest doesn't assign seats therefore I highly recommend to purchase priority boarding for extra 12.50 for each way. It will put you automatically in A boarding group, which guarantees you to get better seating and guaranteed space to store you carry on! Unless you are traveling business select or A list preferred you don't need it. Ha :) Oh wait, this doesn't apply if you have purchased "wanna getaway" specials online. In flight cabins are all same. There is no first class seating. Aaahhh we wished many time if they has first class, specially when we're flying long distance like NY or Chicago. One of our recent wish list for Southwest airline is: 1) Power outlet for your electronics, especially the newer planes that are replacing the old ones, OR the flights that are traveling longer distances. 2) I probably talked about this everywhere, but here it goes again. Southwest needs to let passengers with Companion passes board at the same time as A List Preferred passengers. Think about it, passenger with Companion Pass won't be traveling without the A List Preferred passenger, right? When A list board he/she will definitely hold seat no matter what, even though rules are not supposed to. I just don't see the point in this. So hopefully Southwest airline will change this slight hiccup in their policy. Over all, I hope you enjoy Southwest as much as we do. Safe Flight! read more

South west is almost perfect its only the prices that can get expensive the staff is very nice and the planes are mostly clean WiFi availability is good always on time 2 free checked bags direct flight to most cities its my favorite domestic airline. read more

Southwest Airlines - Airlines Near Me - Rochester, New York

I took the first morning flight out and it was wonderful. 80 people on a plane that seats 186 or so. Almost everyone had a row to themselves! Beautiful thing! I will take this flight every chance I get moving forward. The staff was very friendly and people understood the fact that we had to spread out on the plane to balance the weight for take-off. With the space we had, no one was upset. Very smooth trip! read more

In the past decent service and reliable. More recently flights have been delayed with regularity due to "maintenance" issues and the best one tonight "no pilots". How in the name of god can you schedule flights and not have pilots available?? Answer they have the over paying customer by the balls and treat them like circus animals in cages. Only this cage is usually a dirty Petri dish of an airplane with re-cycled air. Once again the customer comes last. Please let the pilots and staff (assuming they show up) know when exiting the plane you don't want their insincere apologies and see if they will compensate you for your lost time. read more

Best fairs, best rewards, best customer service, and best airline. Would love to see flights to Hawaii!!!

i travelled yesterday 7/16 from denver,co. to san diego and had the poor experience ofa very rude flight attendant. i was sitting in the last row of the plane with friends/husband and wife. seat 24abc were our seats. michael asked us for our drink order and after myself and her husband ordered a cup of ice and a can of specific soda, the wife said "i would like cranberry juice with 7up"".his response was "ma'am i don't do mixed drinks.i have all these passengers. this was expressesd very rude and sarcastically. we all felt like he must be having a bad day and wanted to take it out on us. he also kept criticizing me when they were giving the info about putting on our seatbelts. mind you on plane took 1 hour to taxi and take off since we had 20 planes ahead of us. his behavior was very unprofessional and demeaning. we are both nurses and deal with the public every day and this would be very unacceptable behavior. read more