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 77.8% 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 3 weeks. I interviewed at Southwest Airlines (San Antonio, TX) in Mar 2018
Interview
I applied online, I had a phone interview and was set up for the f2f interview for the following wed. The phone interview was quick. They asked about my previous employment , went over my resume and any gaps in my work history. They asked why I wanted to work for southwest and what I knew about the company. they also asked a time when I went above and beyond for a customer. The f2f interview was fairly easy. I liked how comfortable they made the whole experience. We took a tour of the facility and learn about why the current employees loved their positions. in the interview they asked what hospitality means to me, a time when I had to deal with a difficult customer, and why I would be a good fit for sw. After the interview they just said they have a lot of interviews still and that I would hear back in a week to 2 weeks with their decision. I didn't get the offer, I found out through email about 2 weeks later.
Interview questions [1]
Question 1
why are you a good fit for southwest? What do you know about southwest airlines.
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.