Southwest airlines customer service agent job description

Updated Nov 3, 2022

Job Function

• Administrative
• Arts & Design
• Business
• Consulting
• Customer Services & Support
• Education
• Engineering
• Finance & Accounting
• Healthcare
• Human Resources
• Information Technology
• Legal
• Marketing
• Media & Communications
• Military & Protective Services
• Operations
• Other
• Product & Project Management
• Research & Science
• Retail & Food Services
• Sales
• Skilled Labor & Manufacturing
• Transportation

Job Status

Job Status

• Current Employees
• Part-time
• Contract
• Intern
• Full-time
• Freelance

• Worldwide
• United States - All Cities
• - New Jersey
• - Northern Mariana Islands
• - Alabama
• - Idaho
• - Utah
• - Illinois
• - Virginia
• - Missouri
• - New York State
• - Wisconsin
• - Arizona
• - Alaska
• - Michigan
• - Guam
• - Montana
• - Maine
• - Nebraska
• - Oklahoma
• - Kentucky
• - New Mexico
• - District of Columbia
• - Federated States of Micronesia
• - Wyoming
• - North Carolina
• - Texas
• - Hawaii
• - South Dakota
• - Mississippi
• - American Samoa
• - Puerto Rico
• - Vermont
• - Minnesota
• - Arkansas
• - West Virginia
• - Tennessee
• - Indiana
• - Ohio
• - California
• - New Hampshire
• - Colorado
• - Virgin Islands
• - Connecticut
• - Palau
• - Iowa
• - Nevada
• - Louisiana
• - Washington State
• - Kansas
• - Rhode Island
• - Oregon
• - Pennsylvania
• - Maryland
• - Florida
• - Massachusetts
• - South Carolina
• - Georgia
• - North Dakota
• - Delaware
• - Remote
• Afghanistan - All Cities
• - Badakhshan Province
• - Badghis Province
• - Baghlan Province
• - Bamiyan Province
• - Farah Province
• - Faryab
• - Ghazni Province
• - Ghor
• - Helmand Province
• - Herat
• - Kabul
• - Kapisa Province
• - Logar Province
• - Nangarhar Province
• - Nimruz Province
• - Oruzgan
• - Parwan Province
• - Kandahar Province
• - Kunduz
• - Takhar Province
• - Wardak Province
• - Zabul
• - Paktika Province
• - Balkh Province
• - Jowzjan Province
• - Samangan Province
• - Sar-e Pol Province
• - Kunar Province
• - Laghman Province
• - Paktia
• - Khost
• - Nuristan Province
• - Wilayat-e Daykundi
• - Parvan
• - Remote
• Argentina - All Cities
• - Buenos Aires
• - Catamarca
• - Chaco
• - Chubut
• - Córdoba
• - Corrientes
• - Federal Capital
• - Entre Ríos
• - Formosa
• - Jujuy
• - La Pampa
• - La Rioja
• - Mendoza
• - Misiones
• - Neuquén
• - Río Negro
• - Salta
• - San Juan
• - San Luis
• - Santa Cruz
• - Santa Fe
• - Santiago del Estero
• - Tierra del Fuego, Antarctica,
• - Tucumán
• - Trabajo desde casa
• Bangladesh - All Cities
• - Dhaka
• - Khulna
• - Rajshahi
• - Barisal
• - Chittagong
• - Sylhet
• - Rangpur Division
• - Remote
• Brazil - All Cities
• - Acre, Brasil
• - Alagoas
• - Amapá
• - Amazonas
• - Bahia
• - Ceará
• - Federal District
• - Espírito Santo
• - Mato Grosso do Sul
• - Maranhão
• - Mato Grosso
• - Minas Gerais
• - Pará
• - Paraíba
• - Paraná
• - Piauí
• - Rio de Janeiro
• - Rio Grande do Norte
• - Rio Grande do Sul
• - Rondônia
• - Roraima
• - Santa Catarina
• - São Paulo
• - Sergipe
• - Goiás
• - Pernambuco
• - Tocantins
• - Trabalho remoto
• Canada - All Cities
• - Alberta
• - British Columbia
• - Manitoba
• - New Brunswick
• - Newfoundland and Labrador
• - Nova Scotia
• - Ontario
• - Prince Edward Island
• - Quebec
• - Saskatchewan
• - Yukon
• - Northwest Territories
• - Nunavut
• - Remote
• Ecuador - All Cities
• - Galapagos
• - Azuay
• - Bolívar
• - Cañar
• - Carchi
• - Chimborazo
• - Cotopaxi
• - El Oro
• - Esmeraldas
• - Guayas
• - Imbabura
• - Loja
• - Los Ríos
• - Manabi
• - Morona-Santiago
• - Pastaza
• - Pichincha
• - Tungurahua
• - Zamora-Chinchipe
• - Sucumbíos
• - Napo
• - Orellana
• - Santa Elena
• - Trabajo desde casa
• India - All Cities
• - Andaman and Nicobar Islands
• - Andhra Pradesh
• - Assam
• - Chandigarh
• - Dadra and Nagar Haveli
• - Delhi
• - Gujarat
• - Haryana
• - Himachal Pradesh
• - Jammu and Kashmir
• - Kerala
• - Lakshadweep
• - Maharashtra
• - Manipur
• - Meghalaya
• - Karnataka
• - Nagaland
• - Orissa
• - Pondicherry
• - Punjab
• - Rajasthan
• - Tamil Nadu
• - Tripura
• - West Bengal
• - Sikkim
• - Arunachal Pradesh
• - Mizoram
• - Daman and Diu
• - Goa
• - Bihar
• - Madhya Pradesh
• - Uttar Pradesh
• - Chhattisgarh
• - Jharkhand
• - Uttaranchal
• - Telangana
• - Remote
• Kenya - All Cities
• - Central
• - Coast
• - Eastern
• - Nairobi
• - North Eastern
• - Nyanza
• - Rift Valley
• - Western
• - Remote
• Malaysia - All Cities
• - Johor
• - Kedah
• - Kelantan
• - Malacca
• - Negeri Sembilan Darul Khusus
• - Pahang Darul Makmur
• - Perak Darul Ridzuan
• - Perlis Indera Kayangan
• - Pulau Pinang
• - Sarawak
• - Selangor Darul Ehsan
• - Terengganu Darul Iman
• - Kuala Lumpur
• - Labuan
• - Sabah
• - Putrajaya
• - Remote
• Mexico - All Cities
• - Aguascalientes
• - Baja California
• - Baja California Sur
• - Campeche
• - Chiapas
• - Chihuahua
• - Coahuila
• - Colima
• - Distrito Federal
• - Durango
• - Guanajuato
• - Guerrero
• - Hidalgo
• - Jalisco
• - México
• - Michoacán
• - Morelos
• - Nayarit
• - Nuevo León
• - Oaxaca
• - Puebla
• - Querétaro
• - Quintana Roo
• - San Luis Potosí
• - Sinaloa
• - Sonora
• - Tabasco
• - Tamaulipas
• - Tlaxcala
• - Veracruz
• - Yucatán
• - Zacatecas
• - Trabajo desde casa
• Netherlands - All Cities
• - Drenthe
• - Friesland
• - Gelderland
• - Groningen
• - Limburg
• - North Brabant
• - North Holland
• - Utrecht
• - Zeeland
• - South Holland
• - Overijssel
• - Flevoland
• - Thuiswerken
• Philippines - All Cities
• - Abra
• - Agusan del Norte
• - Agusan del Sur
• - Aklan
• - Albay
• - Antique
• - Bataan
• - Batanes
• - Province of Batangas
• - Benguet
• - Bohol
• - Bukidnon
• - Bulacan
• - Cagayan
• - Camarines Norte
• - Camarines Sur
• - Camiguin
• - Capiz
• - Catanduanes
• - Province of Cavite
• - Province of Cebu
• - Basilan
• - Eastern Samar
• - Davao del Norte
• - Davao del Sur
• - Davao Oriental
• - Ifugao
• - Ilocos Norte
• - Ilocos Sur
• - Province of Iloilo
• - Isabela
• - Kalinga-Apayao
• - Laguna
• - Lanao del Norte
• - Lanao del Sur
• - La Union
• - Leyte
• - Marinduque
• - Masbate
• - Mindoro Occidental
• - Mindoro Oriental
• - Misamis Occidental
• - Misamis Oriental
• - Mountain
• - Negros Oriental
• - Nueva Ecija
• - Nueva Vizcaya
• - Palawan
• - Pampanga
• - Pangasinan
• - Rizal
• - Romblon
• - Samar
• - Maguindanao
• - North Cotabato
• - Sorsogon
• - Southern Leyte
• - Sulu
• - Surigao del Norte
• - Surigao del Sur
• - Tarlac
• - Zambales
• - Zamboanga del Norte
• - Zamboanga del Sur
• - Northern Samar
• - Quirino
• - Siquijor
• - South Cotabato
• - Sultan Kudarat
• - Tawi-Tawi
• - Angeles
• - Bacolod
• - Bago
• - Baguio
• - Bais
• - Batangas City
• - Butuan
• - Cabanatuan
• - Cadiz
• - Cagayan de Oro
• - Calbayog
• - Caloocan
• - Canlaon
• - Cavite City
• - Cebu City
• - Cotabato
• - Dagupan
• - Danao
• - Dapitan
• - Davao
• - Dipolog
• - Dumaguete
• - General Santos
• - Gingoog
• - Iligan
• - Iloilo City
• - Iriga
• - La Carlota
• - Laoag
• - Lapu-Lapu
• - Legaspi
• - Lipa
• - Lucena
• - Mandaue
• - Manila
• - Marawi
• - Naga
• - Olongapo
• - Ormoc
• - Oroquieta
• - Ozamis
• - Pagadian
• - Palayan
• - Pasay
• - Puerto Princesa
• - Quezon City
• - Roxas
• - San Carlos City
• - San Jose
• - San Pablo
• - Silay
• - Surigao
• - Tacloban
• - Tagaytay
• - Tagbilaran
• - Tangub
• - Toledo
• - Trece Martires
• - Zamboanga
• - Aurora
• - Province of Quezon
• - Negros Occidental
• - National Capital Region
• - Remote
• Republic of Macedonia - All Cities
• - Aracinovo
• - Bac
• - Belcišta
• - Berovo
• - Bistrica
• - Bitola
• - Blatec
• - Bogdanci
• - Bogomila
• - Bogovinje
• - Bosilovo
• - Brvenica
• - Cair
• - Capari
• - Caška
• - Cegrane
• - Centar
• - Centar Župa
• - Cešinovo
• - Cucer-Sandevo
• - Debar
• - Delcevo
• - Delogoždi
• - Demir Hisar
• - Demir Kapija
• - Dobruševo
• - Dolna Banjica
• - Dolneni
• - Ðorce Petrov
• - Drugovo
• - Džepcište
• - Gazi Baba
• - Gevgelija
• - Gostivar
• - Gradsko
• - Ilinden
• - Izvor
• - Jegunovce
• - Kamenjane
• - Karbinci
• - Karpoš
• - Kavadarci
• - Kicevo
• - Kisela Voda
• - Klecevce
• - Kocani
• - Konce
• - Kondovo
• - Konopište
• - Kosel
• - Kratovo
• - Kriva Palanka
• - Krivogaštani
• - Kruševo
• - Kukliš
• - Kukurecani
• - Kumanovo
• - Labuništa
• - Lipkovo
• - Lozovo
• - Lukovo
• - Makedonska Kamenica
• - Makedonski Brod
• - Mavrovi Anovi
• - Mešeišta
• - Miravci
• - Mogila
• - Murtino
• - Negotino
• - Negotino-Pološko
• - Novaci
• - Novo Selo
• - Obleševo
• - Ohrid
• - Orašac
• - Orizari
• - Oslomej
• - Pehcevo
• - Petrovec
• - Plasnica
• - Podareš
• - Prilep
• - Probištip
• - Radoviš
• - Rankovce
• - Resen
• - Rosoman
• - Rostuša
• - Samokov
• - Saraj
• - Šipkovica
• - Sopište
• - Sopotnica
• - Srbinovo
• - Staravina
• - Star Dojran
• - Staro Nagoricane
• - Štip
• - Struga
• - Strumica
• - Studenicani
• - Šuto Orizari
• - Sveti Nikole
• - Tearce
• - Tetovo
• - Topolcani
• - Valandovo
• - Vasilevo
• - Veles
• - Velešta
• - Vevcani
• - Vinica
• - Vitolište
• - Vraneštica
• - Vrapcište
• - Vratnica
• - Vrutok
• - Zajas
• - Zelenikovo
• - Želino
• - Žitoše
• - Zletovo
• - Zrnovci
• - Remote
• United Arab Emirates - All Cities
• - Abu Dhabi
• - Ajman
• - Dubai
• - Fujairah
• - Ras al-Khaimah
• - Sharjah
• - Umm al-Quwain
• - Remote
• United Kingdom - All Cities
• - England
• - Northern Ireland
• - Scotland
• - Wales
• - Remote

English

• English
• French
• German
• Dutch
• Portuguese
• Spanish
• Italian

Verify your email to use filters. Having problems? Resend email

Found 786 of over 4K reviews

73% Recommend to a Friend

78% Approve of CEO

Found 789 of over 4K reviews

Sort

Popular

• Popular
• COVID-19 Related
• Highest Rating
• Lowest Rating
• Most Recent
• Oldest First

Robert E. Jordan

63 Ratings

What people are saying about Southwest Airlines

Ratings by Demographics

This rating reflects the overall rating of Southwest Airlines and is not affected by filters.

Race / Ethnicity

• Race / Ethnicity
• Gender
• Sexual Orientation
• Disability
• Parent or Family Caregiver
• Veteran Status

Want more demographic options?

1. Current Employee, less than 1 year

   A great company

   Nov 3, 2022 - Ramp Agent in Oakland, CA

   Recommend

   CEO Approval

   Business Outlook

   Pros

   amazing benefits and will help you reach your goals in the aviation industry

   Cons

   forget your typical 9-5 job here too many mandatory overtime

   Continue reading

2. Current Employee, more than 3 years

   Pros

   The flight benefits are fantastic as long as you have the patience to deal with some of headaches involved. The Union has your back as long as you have a good rep there for you. Starting pay has gotten better since I started.

   Cons

   You have to give up much of your life for the job with little to no compensation other than overtime pay. What would be considered as a "rewards program" has been stunted to become an electronic way to say, "Thank you" with any kind of bonus or reward handed out by the company directly. Multiple rules and regulations to stunt your advancement or movement within the company leaving you with few options to do so. Union contract negotiations. Mandatory overtime and extensions. The culture is tough as much of the attitude I've come across has been, "Someone else will take care of it". This makes working very tough as this attitude at other locations WILL affect you at any given time. Work load doesn't seem fair at times with some giving more work than others. Union contract gives us the benefit of seniority but with so many rules surrounding that benefit, it can get muddled and difficult to understand at times leaving us feeling as though seniority isn't being followed when it comes to being handed any kind of mandatory overtime.

   Continue reading

Join the Southwest Airlines team

3. Current Employee, more than 5 years

   Pros

   Flying privileges (space available of course) 401k match up to 9.?% Always hours to pick up if you need them Unionized

   Cons

   Health insurance was changed to a lesser brand. Management nitpicks and blames you for everything. Some of the leaders bully you and degrade you. They run us ragged and push us to exhaustion. New hires don't get trained enough and have no clue what they're doing. Hours are not flexible until you've put a good amount of years in. Expect to constantly work mandatory overtime, plus holidays, weekends, and overnights! Technology can get super confusing with all the programs we use. I wish they would consolidate and streamline it better. They took away a lot of the programs that gave us a reason to go above and beyond. If you want to advance, you have to have an "in".

   Continue reading

   We appreciate your time at Southwest Airlines in Chicago. We’re committed to providing our Southwest Family with a work environment where they can be themselves and be recognized for the unique perspectives they each bring forward. We do this by recognizing, championing, and educating our Cohearts to value differences, respect one another, and have courageous conversations. If you have a concern surrounding our Employee Commitment, please contact the Employee Service Center to complete the Employee Relations Inquiry Form so we can ensure your concerns are properly addressed. Additionally, we value your feedback surrounding training and airport food vendors, as the Employee Experience is key to Southwest’s success.

4. Current Employee, more than 10 years

   Best Company Ever

   Nov 1, 2022 - Customer Service Agent in Phoenix, AZ

   Recommend

   CEO Approval

   Business Outlook

   Pros

   flexibility, great pay, work from home

   Continue reading

5. Pros

   You get to travel for free in the U.S and cheap for international. Also get to fly on other airlines after 6 months. Lots of great coworkers, you can pick up shifts give away. Great pay the more time you are in the company. And no limit to hire much you can make.

   Cons

   Giving away is hard you have to give away at least $100 to have the day off. However you can pick up for the same amount. Flights are back to back and heavy! Breaks are less frequent and you are expected to come in on your first day off. They can also extend you at the end of each shift up to 3 hrs and 45 mins. So if you like working allot then go for it!

6. Current Employee, less than 1 year

   BEST COMPANY EVER

   Oct 16, 2022 - Customer Service Agent in Denver, CO

   Recommend

   CEO Approval

   Business Outlook

   Pros

   Amazing company with amazing people, great co-workers , a loving place that feels like family, amazing benefits, you fly for free….it’s to many to list! But SWA is absolutely amazing 🤩

   Cons

   Honestly, NONE. And I’m being completely I can’t find anything wrong. I mean you’ll come across an angry customer sometimes but use that amazing smile to calm them and you’ll be okay

7. Former Employee, more than 10 years

   Pros

   Great company. Awesome 401K match. Only left due to relocation.

   Cons

   Union is great, however it protects workers that shouldn't have a job.

8. Current Employee, less than 1 year

   False Reputation

   Jul 30, 2022 - Ramp Agent in Dallas, TX

   Recommend

   CEO Approval

   Business Outlook

   Pros

   •Flight benefits •Shift trading/buddy bidding •Ability to move around the company if your attendance is good •Unionized (double pay for mandatory overtime, scheduled raises, various protections)

   Cons

   •Terrible culture on the ramp (very homophobic, pretty racist) •Too many “tough guy” trainers who either treat you like you’re stupid and/or try to make you quit to see if you can handle the job. Some good trainers too but it all comes down to luck. •Hard on your body (ramp specific) •MANDATORY OVERTIME - your recruiter will likely leave out the amount of mandatory overtime people get even if you ask. If you’re “part-time” you’ll be scheduled a minimum of 30 hours but you’ll probably get anywhere from 50-60 hours after mandatory overtime is accounted for. This may change as more people are hired however. •Only 10 days PTO •Issues getting paid accurately and/or on time •Southwest takes as much time as possible to reach deals on new contracts and leaves pay as one of the last topics they address with your union.

   Continue reading

   We are sorry to hear about your concerns, and want you to know that we take Employee complaints seriously. Diversity, Equity, and Inclusion is not new to Southwest Airlines, it’s embedded in our values. The goal of the Diversity, Equity and Inclusion Team is to ensure an inclusive workplace where everyone feels seen, heard, and can flourish. We do this by recognizing, championing and educating our Cohearts to value differences, respect one another, and have courageous conversations. To the extent you believe Southwest Airlines has not lived up to this goal, please contact the Employee Service Center to complete the Employee Relations Inquiry Form so we can ensure your concerns are properly addressed. In addition, we want to make sure you fully understand your ability to take paid leave. Southwest Airlines prides itself on providing some of the most generous leave packages around. For someone in the Ramp Agent position, that means 8 hours of paid sick leave a month, which equals 96 hours/12 days of paid sick leave every year. In addition to that, Ramp Agents receive up to 10 days of paid vacation during their first year with Southwest Airlines, and 14 days/2 weeks annually starting in their second year, eventually increasing to 35 paid vacation days/5 weeks annually. Although, Ramp Agents do not receive “PTO” or Paid Time Off as you suggest, and receive far more paid leave each year than 10 days. Finally, it’s important to note that Ramp Agents are paid under a collective bargaining agreement negotiated between Southwest Airlines and the union representing its Ramp Agents, TWU Local 555. That CBA provides generous compensation rates, which increase the longer a Ramp Agent works for Southwest. To the extent you believe you have not been paid accurately or in a timely manner, we again invite you to contact the Employee Service Center so we can ensure your concerns are properly addressed.

9. Current Employee, more than 5 years

   Pros

   Pay is okay. Fly for free if you can actually get the time.

   Cons

   Management is constantly changing and just gets worse and worse.

10. Former Employee, more than 3 years

    Pros

    Always a fun time working

    Cons

    Worked in all kind of weather conditions

    Continue reading

Southwest Airlines Reviews FAQs

Popular Careers with Southwest Airlines Job Seekers

Work at Southwest Airlines? Share Your Experiences

Southwest Airlines

What does a customer service agent do at Southwest Airlines?

What are the duties of airline customer service agents?

How long is Southwest customer service training?

How do you get hired at Southwest Airlines?