Complaints

This profile includes complaints for Southwest Airlines Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Southwest Airlines Company has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Southwest Airlines Company

  2702 Love Field Dr Dallas, TX 75235-1908

• 

  Southwest Airlines Company

  PO Box 36647 Dallas, TX 75235-1647

• 

  Southwest Airlines Company

  1500 N County Rd # E Dallas, TX 75261

• 

  Southwest Airlines

  3519 Sw 2nd Ave # 5 Fort Lauderdale, FL 33315

• 

  Southwest Airlines

  3201 W Airport Way Ste 160 Boise, ID 83705

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to express my frustration with the recent changes to your baggage policy and how they negatively impacted my travel experience. I purchased my tickets before May 28th, well before the changes were announced, and yet I was still charged baggage fees that I was not originally responsible for.I extended my travel dates by changing only my return flight, yet I was forced to pay baggage fees both ways. That makes absolutely no senseespecially considering I made the purchase under the old policy, where checked bags were *********** make matters worse, your system charged the same person multiple baggage fees, even though we were a party of three people with three separate checked bags. Each bag belonged to a different traveler, yet it seems I was unfairly charged for all three.Additionally, I had to throw away my toiletries at the airport. After checking in the day before, my reservation clearly stated that checked baggage was freeso I didnt plan to carry items through ***. Then, the next day, I was hit with surprise baggage fees. I didnt have extra cash or time to repack, so I had no choice but to discard items I paid for. Thats a loss I shouldnt have had to suffer.Frankly, this feels like a scam. These changes were poorly communicated, inconsistently enforced, and handled with no regard for loyal passengers who booked before the new rules. Its no wonder people are choosing not to fly Southwest anymore.I am requesting a full refund for the baggage fees I was unfairly charged and reimbursement for my lost toiletries. Your company dropped the ball, and I wont be flying with Southwest again unless this is made right.

  Business Response

  Date: 06/13/2025

  Attached is the response to BBB Complaint ********

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This happened on 12/21/24. I was Flying back to *******, ** from *********, nv. I was in ***** on business. I am an *** for the *********. I travel all over the world repairing equipment for the Air Force. I was in ****** Air Force base replacing windows on armored vehicles. The windows are bullet proof that require a special type of sealant. When I arrived to *******, I headed to pick up my luggage. Part of my luggage was my tool bag that i take with me everywhere when traveling to make repairs. In that tool bag I had the 3 tubes of the special sealant that is used for the windows. Upon picking up my luggage and tool bag, I got a strong smell of the sealant. I opened the bag to inspect it and all 3 tubes were damaged causing the sealant to leak out which got all over my tools and tool bag. This sealant is very strong. Once it gets on something there is no removing it. You have to dispose of the items. This caused $600 in damage to my tools. They were not cheap tools. They were snap on tools. I emailed the airline and their response was they are not responsible for damaged caused to luggage by turbulence, take off, or landing. I explained the damage was not caused by any of that. The tubes are made out of metal. It would take a lot of force to damage one. The damage was caused by negligence from their employees. Not handling the luggage the proper way. They did offer me a $200 voucher which I declined. After declining the voucher they told me unfortunately there is nothing else they could do.

  Business Response

  Date: 06/11/2025

  Attached is the response to BBB Complaint ********

  Customer Answer

  Date: 06/11/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 8th, I canceled reservation a that was made using my reward points account Before the cancelation i had seen the balance was something over 60k After the cancelation i can see the points credit in the activity but my points balance remained the same ****** miles meaning i didn't actually get the miles back, i did receive the refund of taxes and fees on the credit card though I waited few days for it to update the balance and then opened a case with southwest it was closed with a response that 'they were sorry to hear about partner issues and i should contact the partner' - though no partner was involved in this i again contacted customer service and they couldn't get the records of account balance before the cancelation date and advised to open a new case that case ********* was closed saying that it might take ***** hours for the miles to update but nothing has changed even 3 days since that response Requesting an investigation into the account balance history and to credit ****** miles to my account

  Business Response

  Date: 06/10/2025

  Attached is the response to BBB Complaint ********

  Customer Answer

  Date: 06/15/2025

  I have reviewed the business response and accept this resolution. 

  they provided all transaction details, and it seems that I remembered the balance wrong 

  i wish there was a way to see monthly statement - so that one could verify what the balance was at a point in time

  my experience with southwest customer service prior to involving ********************** was very unsatisfactory and i hope they improve upon that 

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 14, I was unable to *********** travel *************** to ******* via ********* due to issues with the first flight and missing my connecting flight. I was offered no hotel voucher and left stranded at ***********. I was promised.a Luv.Voucher for the $372.27 I had to pay out of pocket as a result of the situation. I was approved for said voucher and told I would receive one for the same amount of money by June 4. I submitted all of this through the website and was approved but haven't received the voucher. Case #*********

  Business Response

  Date: 06/05/2025

  Attached is the response to BBB Complaint ********

  Customer Answer

  Date: 06/05/2025

  I am rejecting this response because:   I already had an approved voucher for such. There was a case already submitted. I'm asking for what was already approved and should have been sent to me. I'm not asking for reapproval.

  Customer Answer

  Date: 06/05/2025

  There is already a case that I referenced the number of and attached was an image of the voucher approval. Please read what I send, Southwest.

  Business Response

  Date: 06/06/2025

  BBB Complaint XXXXXX requires additional review. Southwest Airlines will contact the Customer to address their concerns

  Customer Answer

  Date: 06/06/2025

  I am rejecting this response because:   I've waited an entire month. I'd like this issued TODAY, not within the next 10 days.

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight was highly delayed in Jan 2024 therefore I was offered LUV Voucher. The CEO at that time was saying that these will never expire because it was a big news and the department of transportation secretary wants southwest to take care of their customers. When I am ready to use it today, i was told the voucher is now expired. I had to pay for my hotel etc due to the flight delay. I did not get real monetary reimbursement. i dont understand why these expire as these are to reimburse my expenses due to light delay.******************* (Security Code: 1135)

  Business Response

  Date: 06/06/2025

  Attached is the response to BBB Complaint ********

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight 1338 from ********* to ****** was severely delayed. I needed to make this flight to connect to ********** in a timely fashion.Someone needed medical attention, which is fine. However, instead of offloading the person in need and moving forward with the flight for the remaining passengers who have things to do, they offloaded them, made us wait, then put them back on the plane only to pussyfoot around again before offloading the same passengers for a second time. To be honest, that plane is probably still on the ground.I had somewhere to be this evening that would have been a lucrative opportunity that I will now miss, but also no one to take care of my dog. Southwest does not care that I will be arriving 3 hours later to my home and is not considering the amount of time I spent preemptively getting ready to get to the airport on time for my flight. I was here for like 4 hours just to be told I now get to go home 3.5 hours later.This is unacceptable and I feel duped into paying for a flight that doesnt consider the efficiency as it relates to other passengers convenience. Medical assistance is appreciated and very necessary but so are methods that dont completely avoid the remaining passengers. Lets actually call them customers- We paid them to care and they didnt.Forcing an entire plane into the possibility of missing their connections in favor of not inconveniencing the people who held up the flight to begin with is absolutely unacceptable.I do not appreciate my time or money being valued and do not appreciate being locked to a city like ********* that takes advantage of people in it when they want basic items like food and water. Southwesr is forcing me to spend more money at this point and it all could have been avoided by just taking the people off the plane for good to begin with. Very respectfully, their problem should not become everyone elses or even be catered to in such a way that steps over everyone elses needs.

  Customer Answer

  Date: 05/29/2025

  My luggage was also left in a city I never made it to. Southwest has completely ruined my trip and now I have to go home with no belongings and then wait around all day for it to get dropped off so it doesnt get stolen off my porch.

  I will never fly Southwest again.

  Business Response

  Date: 05/30/2025

  BBB Complaint 23393393 was addressed by phone on 5/30 at 1:52 PM

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because:   

  My luggage was also left in a city I never made it to. Southwest has completely ruined my trip and now I have to go home with no belongings and then wait around all day for it to get dropped off so it doesnt get stolen off my porch.

  I will never fly Southwest again.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my profound dissatisfaction with the treatment my family and I received on May 27, 2025, during flight WN1966 from *******, ** to *********, **. This experience has left us feeling embarrassed, intimidated, and unjustly accused. Upon boarding the flight, my husband greeted a flight attendant who responded positively, and as a kind gesture, we were later surprised with a bottle of champagne by the same attendant. This delightful start to our journey turned into an ordeal when another flight attendant, ******, confronted us in an aggressive manner, accusing us of smuggling alcohol. He loudly declared that we would be reported to the pilot and arrested upon landing, causing a scene that left us in shock and mortified, especially in front of other passengers. ******** behavior escalated as he continued to shout at us, creating an uncomfortable atmosphere for our entire family, including our young children. His threats were not only uncalled for but profoundly distressing. Additionally, throughout the flight, he neglected to provide any drink service to my husband, which only added to our discomfort. As frequent travelers and agents with Exotic Fun Travel, we have never encountered such unprofessional conduct in all our years in the industry. The humiliation and distress caused by Irvings behavior have led us to reconsider our choice to fly with Southwest Airlines in the future. We have already informed the pilot upon deboarding, but I felt it necessary to bring this matter to your corporate attention. Our experience on booking #4GTWO4 has seriously affected our view of Southwest Airlines' commitment to customer service. The treatment we received was not only rude but also traumatizing for our children.

  Business Response

  Date: 05/30/2025

  I spoke with the Customer and apologized for her and her family's experience when traveling with us. I assured her we are conducting the appropriate internal follow-up, and I let her know I will be refunding her and her family's tickets and issuing each of them a $300 Southwest LUV Voucher. 

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My luggage case fit southwest airlines luggage policy within 62inch but their stuff measure my case roughly and consist to charge me $200 dollars for the oversized fee.This is the website of my luggage details **************************************************************************************************************************

  Business Response

  Date: 05/29/2025

  Attached is the response to BBB Complaint 23389084

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to receive a refund for my ticket that was purchased a year ago, because I dont plan on flying anytime in the near future. Ticket number #****RW

  Business Response

  Date: 05/23/2025

  Attached is the response to BBB Complaint  ********

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******** *****, and I am writing to file a formal complaint regarding a missing travel voucher that was supposed to be under either my account or my fiances account, *** ***** Zarbin *********.We have both tried every possible method to recover the voucher searching our Southwest accounts, calling customer service multiple times, and checking our emails and previous reservationsbut nothing has worked. No one we spoke with has been able to locate the ********** is extremely disappointing and frustrating that we are unable to retrieve something that rightfully belongs to us. We followed all procedures and trusted Southwests system, yet now we are left without support or resolution.Please escalate this issue and investigate the missing voucher. We expect a prompt and fair resolution.Thank you in advance for your help and attention to this matter.

  Business Response

  Date: 05/22/2025

  Attached is the response to BBB Complaint ********