Dallas Love Field — Attraction in Dallas

Worst boarding experience. No empathy. A cult-like system. That’s how I’d describe Southwest Airlines at their headquarters airport, DAL. This was my first time flying with Southwest, and it was the worst airline experience I’ve ever had. I booked them because they finally showed up on Kayak, though I’d never seen them listed when I lived in Seattle. Despite this, I booked roundtrip tickets from DAL to PHX.

I checked in early and got a boarding pass with my group (B) and position (under 10). When boarding started, I couldn’t hear the low-volume announcement at gate 13 and wasn’t sure which group was boarding. I stood near the number pillars showing 1 to 10, but people were cutting in front of me. I thought that was rude, but as I moved forward, the air receptionist said it wasn’t my time and sent me back. I tried again at another pillar that also showed 1 to 10, only to be sent back a second time. By the third attempt, it was my time, but I was so frustrated, I asked the receptionist to just get rid of the useless number pillars. Her response? "You are way overreacting." Easy for her to say—she wasn’t the one sent back twice with zero empathy for what I was going through. I explained this was my first time flying with Southwest, but she replied, "When everyone is fine, what’s the issue with you?" It felt like Southwest operated like a cult where everyone magically knows their weird rules. No screens showed which group was boarding or where to stand, and the pillars were arranged diagonally with duplicate numbers. A complete mess.

I’ve been flying for 18 years with airlines like American, Delta, United, JetBlue, Emirates, and more—both domestically and internationally. I’ve never seen a system this dysfunctional. If Southwest has such a unique boarding process, they should at least send an orientation email or video explaining it. But they did nothing. I didn’t know that the "Position" on my boarding pass meant "Boarding Line Position" and not "Seat Position" because they use open seating. How was I supposed to know any of this? I even searched through all my emails from Southwest, and none mentioned this process. All they did was repeatedly ask me to upgrade to A1-A15, whatever that means. If Southwest’s operation is this chaotic at their home airport, I shudder to think how bad it is elsewhere.

On my return from PHX to DAL, things didn’t get any better. PHX has two terminals, and while on the train from the rental car center to the airport, I realized my Southwest boarding pass didn’t indicate which terminal my flight was leaving from. Seriously? Every other airline I’ve flown from PHX shows the terminal, but not Southwest. I had to find a train map with an airline list to figure it out. If you miss even one small detail with Southwest, you could end up at the wrong terminal. How is it okay for Southwest to not display such crucial information?

At least when I reached the gate at PHX, the process made sense. Bright, clear screens showed which group was boarding, and the number pillars were correctly placed to indicate where people should stand. No wonder people were cutting the line at DAL earlier—they were following Southwest’s system, which made no sense at DAL. They probably repurposed a non-Southwest gate, and the staff at DAL botched it completely. There were no clear screens and the number pillars were poorly placed, confusing first-time passengers like me. Regular Southwest flyers seemed to know the imaginary system, but I had no clue, and the staff was unhelpful and showed no empathy.

In conclusion, this was the worst boarding experience I’ve ever had. Southwest operates like a cult, their staff is uncaring, and their process is confusing to first-time passengers. They didn’t send any orientation materials or mention that "Position" means "Boarding Position" and that seating is open. If this is how they treat customers at their headquarters airport, I’m seriously concerned about their...

I spent a day at the airport to drop a group of summer campers off in Dallas, so my entire day was flying or at Dallas Love Field.

The airport can be crowded making it difficult to move about in a group. Of course any transportation center can be busy, but I'm used to my large home airport with more space. There is a central area for concessions and a food court with public seating. This is handy for groups to find their own meals and sit together, instead of at the gate. This worked well for my group.

There are also a few sit down restaurants in the food court area and other parts of the terminal.

I did see several water bottle refill stations. I was disappointed the water was warm - I'm not used to that.

I exited security to take a group to the bus pick up. Baggage claim was easy, not crowded and bags were waiting for my group. This is after 30 minutes of lunch and bathroom break after deplaning.

The disappointing part of the trip was the coach bus pick up. We had no idea where to meet our bus. We waited at the ground transportation pickup where shuttles for car rental, hotels, limo and app ride shares pick up passengers outside of baggage claim in front of Garage A. The bus drive did not help with his location either (kept saying Terminal C, which doesn't exist). It took two random parking? employees at Dallas Love Field to escort us to the coach pick up location which is behind ticketing/check-in in the back of the terminal. I would have never found that without staff help! We exited what looked like an employee door to a small parking lot. I suggest the airport have signs and a better way of having bus drivers or coach service describe where to go for pick up. This was unnecessary stress with a large group of children.

I spent the remainder of the afternoon waiting for my return flight home. TSAPre security line was non-existent. Waiting and eating at a sit down restaurant was a welcome opportunity to relax.

I knock Love Field to 4 stars for not having instructions for coach pick up. Although the bus driver should have been more educated of his location in the back of the terminal (which is near Garage...

4 Stars - Dallas Love Field Airport

Dallas Love Field Airport provides a largely positive travel experience with its efficient layout, friendly atmosphere, and convenient amenities, although there was one notable issue that affected some travelers.

Navigating Love Field is straightforward, thanks to clear signage and well-organized terminals that facilitate smooth transitions between check-in, security, and boarding areas. The airport's manageable size ensures minimal walking distances, which is convenient for travelers with tight schedules.

The facilities at Love Field are modern and generally well-maintained, offering comfortable seating areas, clean restrooms, and ample charging stations throughout. The airport's commitment to cleanliness and comfort enhances the overall passenger experience.

Customer service at Love Field is typically exceptional, with courteous and helpful staff members readily available to assist travelers. However, there was an incident where a traffic management staff member appeared overly aggressive, negatively impacting some passengers' experiences.

Dining and shopping options at Love Field are diverse, catering to a variety of tastes and preferences, offering both local favorites and popular chains. Whether you're looking for a quick bite or a full meal, the airport provides convenient and satisfying choices.

Overall, Dallas Love Field Airport is a solid choice for travelers flying in and out of Dallas, offering efficient service, friendly ambiance, and convenient amenities. Despite the isolated incident with a staff member, the airport generally provides a positive...