Business Profile

Airlines

Southwest Airlines Company

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Complaints

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

Customer Complaints Summary

1,587 total complaints in the last 3 years.
457 complaints closed in the last 12 months.

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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:03/20/2025
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.
Subject: Request for Reimbursement - Case #********* / ********* Dear Southwest Airlines Customer Service,I am writing to formally request reimbursement for the financial losses incurred due to the unacceptable service and mishandling of our travel arrangements on March 20, 2025. As detailed in my prior complaint (Case #********* / *********), my husband and I were denied boarding on Flight WN 3769 from ********** to ************* despite arriving well within the required time for check-in.Due to this error on H**39333636**333539H's part, we suffered significant financial and logistical inconveniences, including but not limited to:Loss of ************* Night: $600 for a non-refundable hotel reservation in Puerto ***************** Select Fare Adjustment: I originally booked Business Select and was downgraded without equivalent accommodation. I request a reimbursement for the fare difference. AND EXPECT TO KEEP THE POINTS EARNED Additional Transportation Costs: Gas and parking expenses incurred due to being forced to return home and travel again the next day. I can provide supporting documentation, including timestamps proving our timely arrival, hotel receipts. You can refer to my confirmation numbers for airfare upgrades. Given the financial and emotional distress caused by this situation, I expect full reimbursement, not a LUV voucher, as well as a formal acknowledgment of this mishandling.I appreciate your immediate attention to this matter and look forward to a resolution. Please process my reimbursement as soon as possible. If further documentation is required, I am happy to provide it.This seems to be the only way to get a formal response from executives in H**39333636**333539H.Sincerely,******** ******-***** Confirmation # **T6JL / **TOSL
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/28/2025
I am rejecting this response because:

Dear [BBB Representative],
I am writing to follow up on my BBB claim regarding the unresolved issues I encountered with Southwest Airlines. While I did receive a callback from customer service as requested, the matter has not been resolved to my satisfaction, and there are still significant issues that need to be addressed.

Unfortunately, I was out of the country on vacation when the call was placed, and although customer service left a message stating they would call back shortly, I was unavailable for both attempts. The most concerning aspect of this situation is that the message did not include a call-back number or extension, making it impossible for me to return the call. When I attempted to contact Southwest using the number from my call log, I was prompted to enter an extensionsomething I was not provided with.

I had specifically requested to speak with someone to resolve the situation, and providing a call-back number with an extension would have been the bare minimum to ensure proper communication. Alternatively, Southwest could have continued to reach out until they successfully contacted me, rather than assuming the case was closed due to a brief email apology and a voucher.

Regarding the voucher I received on 3/26, which included a $100 LUV Voucher for both myself and my husband, I find this to be an inadequate response. The value of the voucher is laughable, considering I incurred losses amounting to several hundred dollars due to Southwests mishandling of the situation. A simple email and a small voucher do not make up for the financial losses, time wasted, and frustration caused by this ordeal.
I also want to highlight the appalling customer service I received at the priority boarding check-in counter. My husband and I were first in line, more than 60 minutes before the flights departure, well within the guidelines posted on Southwests website. Despite this, the customer service agent made us wait in line for 10 minutes while she finished other tasks, even though no one was ahead of us. The other agent was fully aware of her colleagues failure to assist us, and then we were told it was too late to board, knowing we had been standing there!

This situation was entirely the result of poor service from both Southwest employees, and I believe it requires a more appropriate response than the one I have received thus far. I am requesting that Southwest take further action to resolve this matter fairly, including an adequate financial reimbursement for the trouble and losses my husband and I experienced.
Secondly, I originally booked a business select fare (A1 BOARDING POSITION) and was NOT rebooked as such! The new flight booked was a B16 BOARDING POSITION, it was not business select fare. I expect a flight reimbursement for the fare difference AND to be compensated the appropriate points earned based on that fare!

I would appreciate it if you could facilitate further communication with Southwest to ensure this issue is addressed promptly and properly.
Thank you for your attention to this matter.

Sincerely,
******** ******-*****
Business Response
Date: 04/03/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 04/04/2025
I am rejecting this response because I feel the core issues of my complaint have not been fully addressed or acknowledged accurately.
You referenced a time stamp of 7:47 AM in relation to our flight, and Id like to clarify that this is a time I initially provided in support of my own claimnot in contradiction of it. Our original flight, WN 3769 from ********** to *************, was scheduled to depart at 8:25 AM. We were at the priority counter by 7:20 AM, well within the 60-minute check-in window required for international travel.
Unfortunately, we were not assisted at the counter until nearly 7:47 AM due to the priority line agent actively ignoring us, despite no one else being in line. Initially, there was a couple in front of us, making us the 2nd position, but when she was done with them, we waited patiently as she continued to focus on her computer for nearly 1015 minutes without acknowledging us. Eventually, we were forced to move to the baggage claim line, where another agent finally helped us. That baggage claim agent herself expressed visible frustration at her colleagues behavior while we stood in first position in the priority line. And, acknowledging that we were ignored and that the delay was unnecessarybut, unfortunately, she was unable to override the consequences of that delay once we approached her counter, 7:35-7:40ish.
To reiterate: we were on time. It was the lack of service at the priority counter that created the delaynot any action or negligence on our part. To say otherwise is both inaccurate and unfair.
Additionally, Ive yet to receive a meaningful response regarding the Business Select boarding issue. I paid the full Business Select fare, only to be re-ticketed the next day with a "B" boarding position, so after A60. And, My husband who was also business select also had a B boarding position because on the new date of travel the Business Select was sold out. Am I getting reimbursed for the fare difference since fare class was unavailable? I should not have been charged for it. A $100 voucher does not come close to compensating for the additional amount I paid or the inconvenience endured.
At this point, the back-and-forth via email seems to be contributing to miscommunication rather than resolving it. If this situation were truly our fault, I would take responsibilitybut it clearly was not. The failure in service was on Southwest's end at the counter, and we should not be penalized for that.
I appreciate your response, but respectfully suggest that this complaint be escalated and handled over the phone to ensure clarity and a more productive resolution.
Initial Complaint
Date:03/19/2025
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.
Southwest Airlines baggage handlers cracked my suitcase on 2/10/2025. I filed a Damage Baggage Claim with the airline (File number: MCIWN23740087). I provided pictures of my bag and said I want monetary compensation that I am entitled to per the US **** of Transportation guidelines. Southwest denied me monetary compensation and made me do a bag replacement through their partner ********************. I ordered my replacement, and the suitcase is damaged as well. I am very frustrated, and I want monetary compensation for the inconvenience that this has now caused me. I also want to keep the suitcase for the further inconvenience. I sent a message through the corporate portal to get this resolved, but no one has answered me.
Business Response
Date: 03/27/2025
BBB Complaint ********
Initial Complaint
Date:03/17/2025
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.
On 3/16/25 I had a 2.5 hr flight from ****** ****** to ********** and a connecting flight from ********** to ***********. Approximately 10:45 am the day of 3/16/25 I purchased an upgrade in zone boarding pass for the first flight mentioned above as it was a 4 hr flight and I was hoping to get a good seat as all Southwest seats are unassigned and are on a first boarding first pick of seat. The cost was $*****..Soon as this purchase was made It showed my new upgraded boarding zone for my connecting 1.5 hr flight vs the one I requested the upgrade for which was the first 4 hr flight.. I immediately called Southwest to remedy the situation only to be told that there were no more upgrades available for the first flight so the computer must have automatically upgraded my connecting flight instead.. Problem with this is that I had already had a early boarding zone so i did not need an upgrade on connecting flight.. Southwest basically said to bad we do not do refunds on upgrades.. I would never had made the purchase if instead of the computer defaulting to my connecting flight it would have stated there were no availability for upgrade.., I feel like I was totally robbed.. I basically paid ***** for nothing..
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/28/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/15/2025
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.
On 11-15-2024, I purchased 2 tickets from Southwest Airlines which totaled $787.92. I'm an older gentleman, who cannot see well and have not flown in 10 years. I bought the tickets for my friend and I. My friend cannot go now and I've also met my significant other who I want to take on this trip. I called Southwest Airlines to ask if they could change the name on the ticket even if I had to pay more or upgrade. I spoke to multiple people and even customer care. They don't care. They were unwilling to accept any resolution to this problem. They basically told me "Screw You".
Business Response
Date: 03/27/2025
BBB Complaint ********
Initial Complaint
Date:03/15/2025
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.
Return flight from ********* to ************ on 3/10/25, my suitcase was damaged when it arrived on the baggage carousel. The seam is ripped about ***** inches. Sent pics immediately to Southwest and they insist its normal wear and tear. Suitcase has been used 4-5 times, survived flight TO *****, all the ground transportation from *** to ***** and back, this isnt normal wear and tear. Id like to just have them replace the suitcase.
Business Response
Date: 03/26/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:03/12/2025
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.
Last year while flying back from ********** on Southwest airlines, there was a "Brake" issue that caused the flight to be diverted to Pheonix for us to wait and board another plane to come home. As a result of that, Southwest airlines sent us this email:Dear *****,Im very sorry for the unexpected mechanical issue that necessitated the diversion of Flight #**** to ******* yesterday. Although the Pilots took this measure out of an abundance of caution, I know the diversion and subsequent aircraft swap disrupted your travel plans. I hope you will accept my sincere apology for our tardy arrival into ********We are a Company built on serving others through the delivery of safe and reliable air transportation. Your continued patronage is important to us, and we hope you continue giving us the privilege of seeing you onboard. In that spirit, Im sending you a LUV Voucher (in a separate e-mail, which will arrive within fourteen days) that can be applied as a form of payment toward a new Southwest reservation. We hope to welcome you onboard another flight in the near future.Kind regards,***** ***************************************** Southwest Airlines *****************************************************************************/**** This is a post-only mailing from Southwest Airlines. Please do not attempt to respond to this message.Southwest Airlines ************************************** We never received th vouchers and I have called 4 times asking for the vouchers, and each time they say they will email it to me again and I never received them. My wife and I would like the airline to honor what they say and provide us with the two $100 vouchers that was promised.
Business Response
Date: 03/27/2025
BBB Complaint ******** was addressed by phone 3/12/25
Initial Complaint
Date:03/11/2025
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 booked a trip to ********** for December 3-7, Southwest denied a refund but provideda flight credit, being able to use it at anytime. Flight credit wasissued to someone else. I HAVE NO CLUE who this person is. They have not investigated, Southwest keeps providing a copy and paste reply. Asking this to PLEASE be investigated.
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/28/2025
I am rejecting this response because:
I am replying to follow up on a critical issue regarding flight credits owed to me by Southwest. The original purchase was made in June 2024, which means I am unable to file a dispute with my credit card company at this point.
My main concern is that Southwest has apparently issued my flight credits to someone else. To resolve this, I request that you either refund the original purchase amount or reinstate the flight credits that were initially promised to me.
I am disappointed that the responses I've received so far seem generic and do not address the specifics of my situation. I urge you to investigate this matter thoroughly.

Thank you for your attention to this issue.

Business Response
Date: 04/03/2025
BBB Complaint ********
Initial Complaint
Date:03/11/2025
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 December 21, 2023, my family and I were scheduled to fly from ******* (SEA) to ********** (LGB) on Southwest Airlines Flight WN823 to board a Carnival Cruise departing the same afternoon. We also repurchased the tickets back to *******. However, due to aircraft maintenance, Southwest delayed the flight but failed to notify us until we were already at the gate. This last-minute notice left us no time to arrange alternative travel, causing us to miss the cruise departure despite arriving at the airport on ******* a direct result of Southwests failure to provide timely notice, we suffered significant financial losses:Missed cruise days We lost three days of our $7,614 prepaid cruise for four adults and two toddlers, totaling $3,273 in prorated loss.Additional airfare We had to purchase last-minute outbound and return flights totaling $2,406.46 to reach the cruises next port and return home.Lodging & food Since we couldnt board the cruise immediately, we incurred $850 in hotel stays and meals in ****************Transportation costs Extra taxi and airport transfers totaled $250 due to last-minute itinerary changes.Southwest only refunded $513.13, which does not cover the significant financial losses their lack of communication caused. They refused to reimburse the additional airfare, lodging, food, and transportation costs, as well as the lost cruise days, even though the delay was due to their aircraft maintenance issue and their failure to notify passengers in advance.We are requesting full reimbursement of $6,779.46 to cover:$3,506.46 (extra airfare, lodging, food, transportation)$3,273 (missed portion of cruise)Southwests failure to provide timely notification prevented us from making alternate travel arrangements and caused unnecessary financial hardship. We expect them to take full responsibility for the impact of their service failure.
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint 23051893

Customer Answer
Date: 04/15/2025
Dear BBB,
Thank you for forwarding Southwest Airlines response.
While I appreciate that a check was issued for some of the inconvenience, the resolution does not fully address the financial impact we suffered due to the airlines last-minute flight cancellation caused by aircraft maintenance (non-weather related). Because of this, we incurred significant additional costs, including:
$2,406.46 in additional flight costs (outbound and inbound),
$754.24 in ****** lodging in ***************,
$713.18 in food and transportation while stranded and rerouting,
$494.43 in car rental price difference,
3 lost days of the cruise, totaling $3,279 (prorated from total cruise cost).
We are requesting full reimbursement of these documented expenses, which were shared in our original submission. The disruption was entirely due to a mechanical issue with the aircraft and not an extraordinary circumstance outside the airlines control.
We kindly ask Southwest to review our documentation again and offer a more appropriate resolution based on the actual expenses incurred and the loss of the first three days of the cruise.
We remain open to further dialogue and sincerely hope Southwest will stand by its commitment to customer care.
Sincerely,
Xi Sun
Customer Answer
Date: 04/15/2025
Additional Note Regarding Southwest Response Complaint #********

Id also like to note that, according to a Southwest gate agent we spoke with at the time of the delay, the airline was aware of the flight disruption the night before, yet passengers were not notified until we arrived at the gate the next morning. Had we been informed earlier, we might have had more options to adjust our plans, avoid additional costs, or salvage more of our cruise. The lack of timely communication significantly contributed to our losses.
Thank you for considering this important detail as part of our ongoing request for a fair resolution.
Sincerely,
Xi Sun
Business Response
Date: 04/23/2025
Attached is the response to BBB Complaint ********.
Customer Answer
Date: 04/23/2025
I am rejecting this response because:
Thank you for sharing Southwest Airlines response.
While I appreciate their offer of $1,454.22, I must respectfully decline, as this amount does not fully address the substantial and unexpected costs my family incurred due to the delayed flight.
As detailed in my original complaint, I am requesting reimbursement for the following expenses directly resulting from the delay:
Makeup flight costs: $3,921.76 (Southwest refunded the original flights as credits, but we had to purchase last-minute flights to *************** in order to catch the cruise).
Price difference between original and new flights: $2,604.46 (if full flight reimbursement is not considered).
Accommodations in *************** ********* $754.24
Food and transportation (******* + *************** + cruise): $713.18
Extra airport parking due to changed travel dates: approx. $200
Partial cruise compensation for missed days (12/2112/23): Based on cruise receipts totaling $7,614, Im requesting compensation for 3 missed days, prorated at $3,263.
?? Total requested compensation: $8,535.88
(Or $7,218.58 if only the flight price difference is considered instead of full replacement cost.)
These expenses were entirely preventable. A gate agent acknowledged Southwest was aware of the delay the night before, yet no notice was given until passengers arrived at the gate. With proper notice, we could have avoided the flight disruption and missed cruise.
I hope Southwest will consider full reimbursement for the above expenses to resolve this matter fairly. Thank you for your continued support in helping us move forward.
Initial Complaint
Date:03/11/2025
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.
I'm submitting this complaint in protest and disappointment to the upcoming changes in May regarding the newly added costs of checked bags, devaluation of points, and the creation of restrictive basic economy fares announced by your company. Southwest has a large following and loyal customer base that was built off the perks and benefits you used to provide. Your heart logo and ads implied that you were different than other airlines and cared about your customers. That is no longer the case. If you perform a simple internet search you will come across many articles and posts with comments from your angry loyal customers that feel disappointed and betrayed by these changes. You are now just another airline and subject to the same considerations when people are choosing which carrier to travel. Furthermore, your once loyal customer base (for a while) will now go out of their way to avoid your airline as a result of these changes. As for me, I have fond memories taking Southwest almost exclusively during my college years. Back then it was a no-brainer because I was a college student with little money just trying to get to/from school. It's heartbreaking that the airline that was an important part of my young adult life has chosen to turn their backs on their own values and customers.I will be doing my part to warn my friends and loved ones of your changes and encourage them to choose alternatives when traveling. Without your perks, Southwest Airlines is not competitive at all against others such as United and Alaska Airlines (at least for travel within **********). I realize this message will most likely fall on deaf ears/eyes. Your new investors have provided a mandate that your management needs to fulfill. If anything this email is purely a warning; one of many voicing the dissatisfaction with the changes. If Southwest chooses to heed the warnings it may be possible to repair the relationship with your customers in time to avoid major impacts to your business
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:03/11/2025
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 have not been on a southwest flight since July of 2023. I am trying to figure out why I there was a purchase of $71.80 and then a refund of $71.80. Who is utilizing my credit card and why did this happen???Credit card has a last 4 digits of 6024 and a valid date of 2/****** did southwest even use this card without my knowledge??
Business Response
Date: 03/25/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/25/2025
I am rejecting this response because: no personalized messages about this. You can tell they literally just went into a folder and picked a pre scripted response. Southwest allowed this unauthorized charge to process. Shame on southwest.
Business Response
Date: 03/31/2025
BBB Complaint ******** requires additional review. Southwest Airlines will contact the Customer to address their concerns
Customer Answer
Date: 03/31/2025
I am rejecting this response because: Again received the same cookie cutter response. Same response as last time.

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Southwest Airlines Company is NOT a BBB Accredited Business.