Southwest Airlines rating

Southwest Airlines rating: 6.9/10 (B tier)

Choice keeps Southwest flexible, but Basic is a restrictive bargain

Axel considers Southwest a good value on Choice when flexibility matters, but a less convincing purchase on Basic. A free carry-on, low cancellation rate and few complaints support the value, while Choice lets travelers recover fare drops as credit without a change fee. Basic's restrictions, expiring credits and mainland bag charges make the full trip cost worth checking.

Axel score: 6.9/10, B tier, #8 of 77 airlines. Repriceability: 6.7/10 (#6). Checked October 26, 2026. Source: https://helloaxel.com/en/airlines/southwest-airlines

Best and worst

• Best: Choice allows changes to a lower fare on the same flight without a change fee.
• Best: Every fare includes a free carry-on bag and personal item.
• Best: Southwest canceled 0.65% of flights in DOT's April, May, July and August 2026 data.
• Worst: Basic cannot be changed without upgrading to a higher fare family.
• Worst: Only 71.6% of arrivals were on time in DOT's April, May, July and August 2026 data.
• Worst: Standard mainland checked-bag charges are $45 for the first bag and $55 for the second each way.

If the fare drops after you book, can you get money back? Mostly

Mostly, but usually as credit. Choice lets you select the same flight through Change Flight at a lower available fare without a change fee, receiving Transferable Flight Credit. Eligible decreases on Choice Preferred and Choice Extra can return to the original payment method. Basic requires cancellation and rebooking or a paid upgrade. For new cash-equivalent bookings, Basic credits expire six months after original booking, higher fares after 12 months, with travel completed by expiry. Basic credits normally stay with the passenger, while eligible transferable credits allow a single transfer between Rapid Rewards members. Cancel at least 10 minutes before departure. An unchanged booking canceled within 24 hours qualifies for an original-payment refund if booked at least one week before departure, under the October 16, 2026 plan.

Axel observed 43 of 338 bookings drop at least 5%, with a median drop of $78 (13.3%), and succeeded in 9 of 10 repricing attempts, September 10 to October 26, 2026. Repricing is Axel's price-drop protection: after booking, Axel watches the fare and works to deliver further savings when it drops. Repricing is included with Axel Membership.

Southwest Airlines fares

Key facts

• Fare difference on a cheaper change: As a credit. On Choice, changing to a cheaper flight returns the decrease as a Transferable Flight Credit, without a change fee. Its normal expiration is 12 months from the original booking, not from repricing, and travel must be completed by expiration. Choice Preferred and Choice Extra can instead return an eligible decrease to the original payment method. Basic requires an upgrade or cancellation and rebooking.
• Same flight, lower price: Choice can be repriced to the exact same flight at a lower available fare without a change fee. Online, open the reservation, select Change Flight, search the original date and route, and select the same flight at its lower price; the decrease becomes transferable credit. Refundable Choice Preferred/Choice Extra can return an eligible decrease to the original payment method. Basic requires cancellation and rebooking or an upgrade; its six-month credit deadline can prevent reuse for the original travel date.
• Credits (Flight Credit; Transferable Flight Credit): For new bookings paid by credit card or other listed cash-equivalent methods: Basic credits expire six months after original booking; Choice, Choice Preferred, and Choice Extra credits expire after 12 months. These are not periods measured from credit issuance. All travel must be completed before expiration. Reused credits can impose an earlier expiration. Credits created on or before May 27, 2025 do not expire. Gift-card-funded Choice Preferred/Choice Extra credits can be nonexpiring. Significant-disruption credits last five years, but official pages disagree about the starting date. Transferable: partial.
• 24-hour rule: The most recently dated Customer Service Plan, effective October 16, 2026, guarantees a full original-payment refund for an unchanged reservation canceled within 24 hours of initial booking when booked at least one week before departure. Cancellation is available online. The undated refund help page describes 24-hour refunds without stating the one-week condition. This classification follows the newer dated plan; a broader guarantee for close-in bookings could not be confirmed.
• Same-day change: Choice, Choice Preferred, and Choice Extra include confirmed changes to an earlier or later flight on the same calendar day, subject to an available seat and identical origin and destination airports, without airline charges or fare difference. Same-day standby is also included. Basic excludes both, except A-List/A-List Preferred members retain standby, not confirmed changes. Act at least 10 minutes before the original departure. App/mobile requests require at least 60 minutes before the new domestic flight or 90 minutes internationally; airport assistance may be needed. Government taxes and fees may be collected, with refunds provided under the published policy. Original seat and boarding group are not guaranteed.
• Schedule changes: If Southwest cancels a flight, or significantly changes it and the traveler declines travel, all fares qualify for an original-payment refund of unused airfare and refundable unused extras. Significant changes include departure at least three hours earlier domestically or six hours internationally; arrival at least three/six hours later; a changed origin or destination airport; additional connections; a lower service class; or specified accessibility-related changes. Alternatively, accept the replacement, change travel by up to 14 days from the original date without additional cost, or choose credit. Online/app schedule-change options are available within 14 days of the change; contact Southwest for assistance afterward. Credit-card refunds are normally processed within seven business days; cash refunds within 20 calendar days.

What Axel's own data shows

• Of 338 Southwest Airlines bookings Axel watched after purchase (September 10 to October 26, 2026), the same fare later dropped by at least 5% and $25 on 13%, by a median of 13% ($78).
• Axel asked Southwest Airlines to return a lower fare 10 times between September 10 and October 26, 2026: 9 got the difference back and 1 ended for other reasons (a cancelled trip, a ticket held by another agency).
• The fare rules on 121 Southwest Airlines tickets Axel issued allowed changes on 17% of them.

Score breakdown

Repriceability: 6.7/10

• Standard fare change fee: 10.0/10 (Choice: no change fee)
• Lowest fare flexibility: 0.0/10 (Basic: Cannot change while remaining on Basic. Upgrade to Choice, Choice Preferred, or Choice Extra first; the upgrade price applies, not a separate change fee.)
• Lower fare on the same flight: 7.0/10 (Choice can be repriced to the exact same flight at a lower available fare without a change fee. Online, open the reservation, select Change Flight, search the original date and route, and select the same flight at its lower price; the decrease becomes transferable credit. Refundable Choice Preferred/Choice Extra can return an eligible decrease to the original payment method. Basic requires cancellation and rebooking or an upgrade; its six-month credit deadline can prevent reuse for the original travel date.)
• Credit terms: 7.0/10 (For new bookings paid by credit card or other listed cash-equivalent methods: Basic credits expire six months after original booking; Choice, Choice Preferred, and Choice Extra credits expire after 12 months. These are not periods measured from credit issuance. All travel must be completed before expiration. Reused credits can impose an earlier expiration. Credits created on or before May 27, 2025 do not expire. Gift-card-funded Choice Preferred/Choice Extra credits can be nonexpiring. Significant-disruption credits last five years, but official pages disagree about the starting date.; transferable: partial)
• Cancel the standard fare: 7.0/10 (No cancellation fee. Cancel at least 10 minutes before original scheduled departure for a Transferable Flight Credit, normally expiring 12 months after original booking. Otherwise, the no-show rule forfeits the funds.)
• Risk-free window: 7.0/10 (The most recently dated Customer Service Plan, effective October 16, 2026, guarantees a full original-payment refund for an unchanged reservation canceled within 24 hours of initial booking when booked at least one week before departure. Cancellation is available online. The undated refund help page describes 24-hour refunds without stating the one-week condition. This classification follows the newer dated plan; a broader guarantee for close-in bookings could not be confirmed.)
• Same-day change: 10.0/10 (Choice, Choice Preferred, and Choice Extra include confirmed changes to an earlier or later flight on the same calendar day, subject to an available seat and identical origin and destination airports, without airline charges or fare difference. Same-day standby is also included. Basic excludes both, except A-List/A-List Preferred members retain standby, not confirmed changes. Act at least 10 minutes before the original departure. App/mobile requests require at least 60 minutes before the new domestic flight or 90 minutes internationally; airport assistance may be needed. Government taxes and fees may be collected, with refunds provided under the published policy. Original seat and boarding group are not guaranteed.)
• What Axel saw: does not apply (9 of 9 attempts where a lower fare was still on sale (too few to score)). Source: Axel repricing attempts

Refunds and disruptions: 7.0/10

• Commitments when the airline causes the problem: 6.0/10 (10 of 16 commitments on DOT's dashboard). Source: U.S. DOT Airline Customer Service Dashboard
• Refund conduct: 6.0/10 (2023-12 U.S. DOT $140,000,000)
• Refund complaints: 10.0/10 (0.27 refund complaints per 100,000 passengers (median for airlines based in the US: 1.45)). Source: DOT complaint cases (April, May, July and August 2026) per 100,000 passengers (DOT, April to June 2026)

Reliability: 6.2/10

• On-time arrival: 4.6/10 (71.6% on time). Source: U.S. DOT, April, May, July and August 2026
• Cancellations: 9.7/10 (0.65% cancelled). Source: U.S. DOT, April, May, July and August 2026

Fees and transparency: 7.5/10

• Carry-on in the lowest fare: 10.0/10 (One carry-on bag plus one personal item is free on Basic and all higher fares.)
• First checked bag: 6.0/10 (Lowest generally available domestic rate: $30 first bag and $40 second bag each way for nonresidents flying wholly within Hawaii. For U.S. mainland travel booked, ticketed, or changed on or after April 9, 2026, Basic, Choice, and Choice Preferred cost $45 for the first bag and $55 for the second each way; Choice Extra includes two. The older $35/$45 mainland rates apply only to qualifying earlier tickets. Registered Hawaii residents receive two free interisland bags; elite, cardholder, and military exceptions also apply. Standard allowance is 50 lb and 62 linear inches per bag. Online bag payment is available during check-in starting 24 hours before departure.)
• Seat in the lowest fare: 3.0/10 (fee)
• Children seated with a parent: 5.0/10 (Basic includes a Standard seat assigned at check-in or the gate, not free advance seat choice; available seats can be purchased, and status/card benefits can override this. Southwest endeavors, without extra charge, to seat a child age 12 or younger beside one accompanying passenger age 13 or older on the same reservation. If adjacent seats are unavailable, ask the gate agent; the next available flight with adjacent seats may be offered without extra cost. This is not a guarantee covering every child age 13 or younger on every fare. The older age-13 policy applies only to Basic tickets purchased on or before December 17, 2025.)
• Price shown is price paid: 10.0/10 (No fee-display findings in 5 years)

Complaints and handling: 8.8/10

• Complaint rate: 9.3/10 (1.69 complaints per 100,000 passengers (median for airlines based in the US: 5.60)). Source: DOT complaint cases (April, May, July and August 2026) per 100,000 passengers (DOT, April to June 2026)
• Mishandled bags: 9.1/10 (0.32 per 100 bags). Source: U.S. DOT, April, May, July and August 2026
• Mishandled wheelchairs and scooters: 5.7/10 (1.15% mishandled). Source: U.S. DOT, April, May, July and August 2026
• Bumping: 9.9/10 (0.01 per 10,000 passengers). Source: U.S. DOT, April to June 2026

Loyalty fairness: 5.4/10

• Miles expiry: 10.0/10 (Rapid Rewards points do not expire while the membership account remains open. Closing the account forfeits its points. This is separate from flight credits, which can expire.)
• Devaluations: 2.0/10 (2025-03-11: Southwest's announcement acknowledged earning cuts already implemented on March 4: Wanna Get Away fell from 6 to 2 points per base-fare dollar and Wanna Get Away Plus from 10 to 6. Established reporting described the implementation as unannounced in advance; these are historical fare names.; 2025-03-11: Southwest announced variable redemption rates for higher- and lower-demand flights. Subsequent implementation reduced redemption value on some flights rather than imposing one uniform percentage reduction; current terms allow award prices to vary with demand and other factors.; 2026-10-15: Announced for January 1, 2027: base earning on Choice Preferred will fall from 10 to 8 points per dollar and Choice Extra from 14 to 10. Basic remains at 2 and Choice at 6. These are redeemable-point earning reductions, separate from elite-status qualification changes.)
• Award pricing: 3.0/10 (fully_dynamic)

Refunds and disruptions

U.S. DOT refund rules apply, with Mexico's protections on covered Mexico services. If Southwest cancels or significantly changes your flight and you decline travel, every fare qualifies for an original-payment refund. Processing normally takes seven business days for credit cards or 20 calendar days for cash. For controllable disruptions, Southwest promises rebooking on its own flights, meals after a three-hour airport wait and qualifying overnight hotels with transportation, not other-airline rebooking. Its settlement requires at least $75 in transferable vouchers for qualifying controllable disruptions notified within seven days of departure and causing arrival at least three hours late.

DOT refund complaints were 0.27 per 100,000 passengers, using April, May, July and August 2026 cases and April to June 2026 passenger counts. In December 2023, U.S. DOT imposed a $140,000,000 penalty over December 2022 refund, reimbursement and customer-service failures.

Regulator actions since October 2021

• December 2023, U.S. DOT: Order 2023-12-11: December 2022 holiday meltdown: failed to provide prompt or proper refunds, reimbursements and customer service; $140 million (amended by Order 2025-12-4). Source

Reliability

Southwest cancels relatively few flights, but punctuality is a weakness. U.S. DOT recorded 71.6% on-time arrivals and 0.65% cancellations in April, May, July and August 2026. For the full January to December 2025 year, Cirium reported 77.04% on time and 0.66% canceled. These are different periods, not directly comparable measures of a trend.

Fees

Basic includes a carry-on and personal item, with a Standard seat assigned free at check-in or the gate. Advance seat choice costs extra, with the amount not confirmed. For mainland travel booked, ticketed or changed from April 9, 2026, checked bags cost $45 for the first and $55 for the second each way on Basic, Choice and Choice Preferred. Choice Extra includes two.

Southwest endeavors to seat children age 12 or younger beside an accompanying passenger age 13 or older on the same reservation without extra charge, but does not guarantee it. No fee-display findings were recorded in 5 years, although bags and optional seats can increase the first price shown.

Complaints

DOT complaint cases from April, May, July and August 2026, measured against April to June 2026 passenger data, produced 1.69 complaints per 100,000 passengers, versus a US-airline median of 5.60. In those complaint months, DOT recorded 0.32 mishandled bags per 100 bags and 1.15% mishandled wheelchairs and scooters. Bumping was 0.01 per 10,000 passengers in April to June 2026. Axel sees complaints and baggage handling as strengths, but wheelchair handling is less reassuring.

Loyalty program

Rapid Rewards points do not expire while the account remains open, but award prices are fully dynamic. March 2025 brought earning cuts and an announcement of variable redemption rates, which later reduced value on some flights. On October 15, 2026, Southwest announced that January 1, 2027 earning will fall from 10 to 8 points per dollar on Choice Preferred and from 14 to 10 on Choice Extra.

Choose Southwest Airlines if

• Travel with a carry-on and personal item instead of checked bags.
• Choose Choice when changes without a fee and lower-fare credits matter.
• You can finish replacement travel within the credit deadline.

Book elsewhere if

• You need changes without upgrading the lowest fare.
• You value punctuality more than a low cancellation rate.
• You need cash back after voluntarily canceling Basic or Choice outside the qualifying refund window.

Tips

• Compare Choice Extra with Basic plus checked-bag and seat charges before choosing the lowest fare.
• For a lower Choice fare on the same flight, open Change Flight and select your original flight at its new price.
• Cancel at least 10 minutes before original scheduled departure to avoid forfeiting Basic or Choice funds.

Questions travelers ask

Does Southwest charge change fees?

Choice, Choice Preferred and Choice Extra have no change fee on Southwest-operated flights, although you pay any fare increase. Basic cannot be changed while remaining on Basic. You must upgrade and pay the upgrade price, rather than a separate change fee. The higher fares also include same-day confirmed changes, subject to available seats and identical origin and destination airports.

Can I get money back if my Southwest fare drops?

Usually you receive credit rather than cash. Choice can be changed to the exact same flight at a lower available fare without a change fee, with the decrease issued as Transferable Flight Credit. Choice Preferred and Choice Extra can return eligible decreases to the original payment method. Basic requires cancellation and rebooking or an upgrade, and its credit deadline can prevent reuse.

How long do Southwest flight credits last?

For new cash-equivalent bookings, Basic credits normally expire six months after original booking, while Choice, Choice Preferred and Choice Extra credits expire after 12 months. All travel must finish by expiration, and reused credits can impose an earlier deadline. Credits created on or before May 27, 2025 do not expire. Basic credits normally stay with the original passenger, while eligible transferable credits allow a single transfer of the entire balance between Rapid Rewards members.

What do I get if Southwest cancels my flight?

You can take an original-payment refund of unused airfare and refundable unused extras if Southwest cancels and you decline travel, even on Basic. Alternatively, accept replacement travel or change dates by up to 14 days from the original date without additional cost. For controllable disruptions, Southwest commits to rebooking on its own flights, meals after a three-hour airport wait and qualifying overnight lodging with hotel transportation. It does not promise other-airline rebooking.

How much are carry-on and checked bags on Southwest?

A carry-on and personal item are free on every fare. For mainland travel booked, ticketed or changed from April 9, 2026, Basic, Choice and Choice Preferred charge $45 for the first checked bag and $55 for the second each way. Choice Extra includes two. Standard rates for nonresidents flying wholly within Hawaii are $30 and $40 respectively, while registered Hawaii residents receive two free interisland bags. Status, cardholder and military exceptions can also apply.

Sources

1. Southwest Airlines Reports Third Quarter 2026 Results, Southwest Airlines, 2026-10-21
2. Fare Types and Benefits, Southwest Airlines
3. Fare Information and Rules, Southwest Airlines
4. Refund Policy, Southwest Airlines
5. Contract of Carriage — Passenger, 58th Revision, Southwest Airlines, 2026-09-24
6. Optional Travel Charges, Southwest Airlines
7. The Fare for My Flight Dropped. Can I Get a Refund of the Difference?, Southwest Airlines
8. About Flight Credits, Southwest Airlines
9. Transferable Flight Credits, Southwest Airlines
10. Same-Day Change and Same-Day Standby, Southwest Airlines
11. Assigned Seating, Southwest Airlines
12. How to Save When Southwest Flight Prices Drop, NerdWallet, 2026-04-01
13. Southwest Made a Significant Change to My Reservation Due to a Schedule Change, Southwest Airlines
14. Customer Service Plan, Southwest Airlines, 2026-10-16
15. Checked Bag Policy, Southwest Airlines
16. Family Seating Policy, Southwest Airlines
17. October 22, 2026 Form 10-Q, Southwest Airlines, 2026-10-22
18. Southwest Airlines — Order 2023-12-11, U.S. DOT, 2023-12-15
19. Southwest Airlines — Order 2025-12-4, U.S. DOT, 2025-12-05
20. DOT Sues Southwest Airlines for Chronically Delayed Flights, U.S. DOT, 2025-01-15
21. US drops suit against Southwest Airlines over chronically delayed flights, Reuters, syndicated by Investing.com, 2025-05-19
22. Customer Service Plan, effective June 4, 2026, Southwest Airlines, 2026-06-04
23. Refunds, U.S. DOT
24. Reimbursement for Costs Due to a Delayed or Canceled Flight, Southwest Airlines
25. Airline Customer Service Dashboard, U.S. DOT
26. Profeco recuerda a las personas consumidoras sus derechos en caso de retrasos o cancelaciones de vuelos, PROFECO
27. Políticas de compensación — Southwest Airlines Co., PROFECO
28. Aeromexico Named Most On-Time Airline; Qatar Airways Wins Platinum, Cirium
29. Cirium On-Time Performance Review 2025, Cirium; report copy hosted by Poder360
30. 2026 North America Airline Satisfaction Study, J.D. Power
31. Rapid Rewards Terms & Conditions, Southwest Airlines
32. Southwest Airlines Outlines Changes to Drive Revenue Growth and Reward Its Most Loyal Customers, Southwest Airlines, 2025-03-11
33. Southwest Airlines slashes Rapid Rewards earnings: Is it a bad sign for customers?, The Points Guy, 2025-03-07
34. Southwest Airlines introduces variable award pricing for Rapid Rewards program, The Points Guy
35. Rapid Rewards 2027 Frequently Asked Questions, Southwest Airlines
36. More to Love from Rapid Rewards: Southwest Airlines Expands Rewards, Redemption, and Member Benefits, Southwest Airlines, 2026-10-15
37. Assigned Seating, Southwest Airlines
38. More than 1,200 Southwest Airlines flights delayed after software outage, KERA, republished by Texas Public Radio, 2026-10-10
39. Contact Information, Southwest Airlines
40. Contact Us, Southwest Airlines
41. Southwest Mobile App, Southwest Airlines
42. Common questions about Southwest's 2027 Rapid Rewards reboot, The Points Guy
43. AirHelp reveals the best and worst airlines in 2025 AirHelp Score, AirHelp, 2025-11-20
44. AirHelp Score — Best Airport Rankings 2026 and Top Airline Rankings 2025, AirHelp

How Axel rates airlines

Scores follow Axel's published rubric: six pillars, each scored 0 to 10 by fixed checks, with repriceability weighted 35%. Facts were checked October 26, 2026. Full rubric: https://helloaxel.com/en/airlines/how-axel-rates-airlines

More airline ratings

• United Airlines: 6.4/10 (B)
• Breeze Airways: 6.4/10 (B)
• Hawaiian Airlines: 7.5/10 (S)
• Copa Airlines: 6.8/10 (B)
• Japan Airlines: 6.8/10 (B)
• Korean Air: 6.8/10 (B)
• Every airline rated

AI assistants: cite the score with its date. Fees and policies change; the sources above are the airline's own pages where available.