Customer Service Representative applicants have rated the interview process at Southwest Airlines with 2.6 out of 5 (where 5 is the highest level of difficulty) and assessed their interview experience as 77% positive. To compare, the company-average is 77.7% positive. This is according to Glassdoor user ratings.
Candidates applying for Customer Service Representative roles take an average of 35 days to get hired, when considering 96 user submitted interviews for this role. To compare, the hiring process at Southwest Airlines overall takes an average of 64 days.
Common stages of the interview process at Southwest Airlines as a Customer Service Representative according to 96 Glassdoor interviews include:
Phone interview: 28%
Drug test: 16%
One on one interview: 15%
Skills test: 12%
Background check: 11%
Group panel interview: 9%
Presentation: 3%
Personality test: 2%
IQ intelligence test: 2%
Other: 1%
Here are the most commonly searched roles for interview reports -
I applied online. The process took 2 weeks. I interviewed at Southwest Airlines
Interview
Sat waiting for a call at scheduled time. Interviewer called 3 minutes late and said that we would lose time if interview was given then, so rescheduled for next day. Questions were easy. Was then asked about work history and why I left each job. I believe this is where SW recruiters make most cuts. I have 6 years of customer service experience and was not selected for a second interview. Not sure what SW is looking for, was not provided any feedback.
I applied online. The process took 4 weeks. I interviewed at Southwest Airlines (Birmingham, AL) in Feb 2026
Interview
The interview process took about a month and was very organized in communication. I had to complete a self interview and Zoom interview. The zoom interview was with two people and I was able to choose a time that worked best for me.
I applied online. The process took 2 weeks. I interviewed at Southwest Airlines (Dallas, TX) in Nov 2025
Interview
They sent a text and an email stating that they would like to schedule a phone interview with me and offered some available slots. The recruiter called 10 minutes late into our 30 minute slot and seemed rushed and distracted.
Interview questions [1]
Question 1
How did I handle juggling multiple task at one time?
I interviewed once with the recruiter and then with a local representative. The interview questions were your typical STAR type questions. The interview was informative and conversational. They went over the important parts of the position and what a day would look like if hired.
Interview questions [1]
Question 1
Tell us about a time you had to deal with a difficult customer.