Southwest Airlines
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
A weekly roundup of Southwest Airlines's key feedback
A weekly roundup of Southwest Airlines's key feedback
A weekly roundup of Southwest Airlines's key feedback
Non-Intuitive Design
Many users find the app's design non-intuitive, making it difficult to navigate, especially in time-sensitive situations. Approximately 15% of users express frustration with the app's layout and usability. Example: 'The app is not designed to be intuitive, especially when time is of the essence.'
The app is not designed to be intuitive, especially when time is of the essence.
Non-Intuitive Design
Many users find the app's design non-intuitive, making it difficult to navigate, especially in time-sensitive situations. Approximately 15% of users express frustration with the app's layout and usability. Example: 'The app is not designed to be intuitive, especially when time is of the essence.'
The app is not designed to be intuitive, especially when time is of the essence.
Non-Intuitive Design
Many users find the app's design non-intuitive, making it difficult to navigate, especially in time-sensitive situations. Approximately 15% of users express frustration with the app's layout and usability. Example: 'The app is not designed to be intuitive, especially when time is of the essence.'
The app is not designed to be intuitive, especially when time is of the essence.
Check-In Delays
Users report issues with the check-in process, including delays and glitches that affect boarding positions. Around 10% of users have experienced problems with timely check-in. Example: 'The app is always delayed for check-in, causing issues with boarding positions.'
The app is always delayed for check-in, causing issues with boarding positions.
Check-In Delays
Users report issues with the check-in process, including delays and glitches that affect boarding positions. Around 10% of users have experienced problems with timely check-in. Example: 'The app is always delayed for check-in, causing issues with boarding positions.'
The app is always delayed for check-in, causing issues with boarding positions.
Check-In Delays
Users report issues with the check-in process, including delays and glitches that affect boarding positions. Around 10% of users have experienced problems with timely check-in. Example: 'The app is always delayed for check-in, causing issues with boarding positions.'
The app is always delayed for check-in, causing issues with boarding positions.
Missing Features
Some users are frustrated by missing features, such as the absence of an iOS widget, which was previously available. Approximately 5% of users have mentioned missing features that impact their experience. Example: 'iOS Widget still missing after recent updates, which was a useful tool.'
iOS Widget still missing after recent updates, which was a useful tool.
Missing Features
Some users are frustrated by missing features, such as the absence of an iOS widget, which was previously available. Approximately 5% of users have mentioned missing features that impact their experience. Example: 'iOS Widget still missing after recent updates, which was a useful tool.'
iOS Widget still missing after recent updates, which was a useful tool.
Missing Features
Some users are frustrated by missing features, such as the absence of an iOS widget, which was previously available. Approximately 5% of users have mentioned missing features that impact their experience. Example: 'iOS Widget still missing after recent updates, which was a useful tool.'
iOS Widget still missing after recent updates, which was a useful tool.
Notification Issues
Users have reported problems with receiving notifications, including flight updates and push notifications. About 8% of users have encountered issues with the app's notification system. Example: 'The app won’t let me enable notifications, missing important flight updates.'
The app won’t let me enable notifications, missing important flight updates.
Notification Issues
Users have reported problems with receiving notifications, including flight updates and push notifications. About 8% of users have encountered issues with the app's notification system. Example: 'The app won’t let me enable notifications, missing important flight updates.'
The app won’t let me enable notifications, missing important flight updates.
Notification Issues
Users have reported problems with receiving notifications, including flight updates and push notifications. About 8% of users have encountered issues with the app's notification system. Example: 'The app won’t let me enable notifications, missing important flight updates.'
The app won’t let me enable notifications, missing important flight updates.
Top Competitors
A weekly roundup of Client
A weekly roundup of Client
Users' choice
Delta receives high praise for its exceptional customer service, smooth app functionality, and overall travel experience. Users appreciate the ease of booking, reliable notifications, and the airline's efforts to maintain service quality during challenging times.
Users' choice
Delta receives high praise for its exceptional customer service, smooth app functionality, and overall travel experience. Users appreciate the ease of booking, reliable notifications, and the airline's efforts to maintain service quality during challenging times.
Users' choice
Delta receives high praise for its exceptional customer service, smooth app functionality, and overall travel experience. Users appreciate the ease of booking, reliable notifications, and the airline's efforts to maintain service quality during challenging times.
Runner up
Southwest Airlines garners mixed feedback, with users appreciating the app's ease of use, affordability, and customer service. However, there are complaints about app glitches, boarding process issues, and dissatisfaction with recent changes in company policies.
Runner up
Southwest Airlines garners mixed feedback, with users appreciating the app's ease of use, affordability, and customer service. However, there are complaints about app glitches, boarding process issues, and dissatisfaction with recent changes in company policies.
Runner up
Southwest Airlines garners mixed feedback, with users appreciating the app's ease of use, affordability, and customer service. However, there are complaints about app glitches, boarding process issues, and dissatisfaction with recent changes in company policies.
Straggler
American Airlines faces significant criticism for poor customer service, app functionality issues, and frequent flight disruptions. Users express frustration with the lack of communication and the app's inability to handle basic tasks efficiently.
Straggler
American Airlines faces significant criticism for poor customer service, app functionality issues, and frequent flight disruptions. Users express frustration with the lack of communication and the app's inability to handle basic tasks efficiently.
Straggler
American Airlines faces significant criticism for poor customer service, app functionality issues, and frequent flight disruptions. Users express frustration with the lack of communication and the app's inability to handle basic tasks efficiently.
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Nuggets
Major highlights of the week
Excessive White Space
The app's design includes too much white space, leading to excessive clicks to access necessary information, which frustrates users accustomed to the previous version. This design inefficiency detracts from the user experience, especially during time-sensitive tasks like flight check-ins.
Intuitive Design Lacking
The app's design is not intuitive, making it difficult for non-technical users to navigate, especially in time-sensitive situations. This lack of user-friendly design can lead to frustration and inefficiency during critical travel moments.
Missing iOS Widget
The removal of the iOS widget has disappointed users who found it a useful tool for quick access to flight information. This feature's absence reduces the app's convenience and efficiency for frequent travelers.
Reentering Information
Users are frustrated with having to reenter information, such as destination addresses and passport numbers, that should already be stored in their accounts. This redundancy is particularly problematic when traveling internationally with limited connectivity.
Push Notification Issues
The app fails to enable push notifications, directing users to iOS settings where no option exists to grant permission, resulting in missed flight updates. This technical oversight undermines the app's reliability for timely travel information.
VPN Compatibility Problems
The app does not function properly when a VPN is active, preventing users from searching for new flights while still allowing them to check current flight statuses. This limitation hinders users who prioritize online security and privacy.
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
global subscribers
126 million
global subscribers
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
467,000
monthly customers
467,000
monthly customers
467,000
monthly customers
System normal
System normal
System normal