Southwest Airlines

Airlines & Aviationwww.southwest.com

Review data last updated August 16, 2026.

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Based on public reviews and response behavior.

Overall Score

36/100

+6.1 vs. last month2.34 ★ average rating · 1,514 reviews

Competitive Performance Rank

Among fully-analyzed Airlines & Aviation companies

#13of 41

Top 32% · Upper Half

#1 (best)#41 (worst)

#11Peer

#12Peer

#13This company

#14Peer

#15Peer

Overall Customer Sentiment

Above Average

36% of reviews positive, 62% negative

36%

positive

Positive36%
Neutral2%
Negative62%

Sentiment Balance

Covering August 2026 — 178 reviews, not the company's full review history.

Positive sentiment

Neutral sentiment

Negative sentiment

—

positive

Positive—
Neutral—
Negative—

Takeaway: Positive sentiment accounts for 40% of reviews in this period, with 57% negative and 3% neutral.

Sentiment Trend Over Time

Reviews (Count)

Showing 1,480 reviews across the months with enough data to chart reliably (min 3/month), most recent: August 2026.

Sentiment has been holding steady over the period shown.

Theme Distribution

Share of theme mentions

Loyalty

18.2%

Customer Support

15.1%

Response Speed

11.8%

Product Quality

11.2%

Pricing

10.8%

Most feedback concerns Loyalty.

The most common complaint theme is Loyalty, making up 18.2% of all theme mentions.

Churn Signal Score

Rule-based: negative-review share, churn-intent phrases, and sentiment movement over time.

HIGH72/100

72/100

signal score

•Built from a negative-review share of 62.1% across this company's analyzed reviews.
•34 reviews contain phrases that signal intent to leave, such as cancelling or switching provider.
•Recent reviews are less negative than earlier ones, which pulls the signal down.

Reviewer Breakdown

Star split and recent-versus-earlier sentiment.

2.3avg rating

5★

25.6%

4★

4.4%

3★

5.4%

2★

8.3%

1★

56.5%

Based on 1,514 analyzed reviews. Sentiment is improving: 45.4% of reviews in the last three months were positive, compared with 25.0% in the three months before that.

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