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Business Profile

Airlines

Southwest Airlines Company

This business is NOT BBB Accredited.

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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

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Southwest Airlines Company has 15 locations, listed below.

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    Customer Complaints Summary

    • 1,584 total complaints in the last 3 years.
    • 457 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2025

      Type:Customer Service Issues
      Status:
      Answered
      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:
      Answered
      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. 

    • Initial Complaint

      Date:03/11/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      In october 2024 i booked a trip for a family of 5 to ******, **** in May 2025 (confirmation # 2NMHON). I recently had a death in the family and am unable to take that trip. That along with all the uncertainty of flying with everything happening i called southwest and asked for my money to be refunded. The *** informed me that i need to submit my request via online using the "help" button which i did. I received case # . *********I have yet to receive a refund, today i called to check status and they told me i needed to wait 30 days. I am asking for a little help with getting this resolved. Thank you!

      Business Response

      Date: 03/27/2025

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

      Customer Answer

      Date: 03/27/2025

      I am rejecting this response because:   I have submitted the online obituary. I would like to keep this complaint open until I receive formal communication that my refund will be processed. 

      Business Response

      Date: 03/28/2025

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

      Customer Answer

      Date: 03/28/2025

      Southwest has agreed to issue a refund. 

    • Initial Complaint

      Date:03/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Rapid Rewards nunber is *********. In December 2024 I purchased 5000 points so I would be upgraded to A list status. I was told that this would take effect in 2025. I contacted Southwest Airlines when I noticed that Rapid Rewards A list status was not on my account. I have called several times about the same issue. I purchased the amount of points I was told I needed to purchase. The sum of my other points equally ******, but now I'm being told I don't have enough points.

      Business Response

      Date: 03/25/2025

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

    • Initial Complaint

      Date:03/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had a flight with Southwest Airlines from ************* to ************. 5 minutes before boarding for the plane, our flight was delayed from 11 AM to 2:42 PM due to air traffic control. My electronic boarding pass on my phone also updated to the time of 2:42 PM. My husband and I went to the desk to confirm this information and the representative told us yes this was correct and the flight time was now 2:42.We were never told to wait around in the gate area, so we went outside since we had 3+ hours to spare. If we had been told that an air traffic control issue could be lifted at any time and to stick around, we would have. But the representative we spoke with did not mention any of ******* 10:55 AM, I got a notification that my boarding pass had been updated and the original takeoff time for our flight was 11 AM. ****** still showed the delayed time of 2:42 PM. My Southwest App showed a takeoff time of 11:06 AM, so we were getting conflicting information of which was correct. We rushed through security to try and catch our plane, but a 5 minute notification was not enough time to catch our plane.When we got through security, we went to the Southwest Service desk and talked to them about our situation. They offered us a new flight time, which was 9 hours later. I asked for it to be escalated to a supervisor, so a supervisor came over. The supervisor insinuated that we were irresponsible and should have never left the terminal/gate, even after being informed that the original representative we spoke with never informed us that this delay could change at any time. My email shows I was notified of the delayed time, but I never received an email notifying me of the flight time changing back to the original time of 11 AM. They offered no credit, they did not take accountability for the situation, and they were rude to my entire family.

      Business Response

      Date: 03/26/2025

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

    • Initial Complaint

      Date:03/05/2025

      Type:Product Issues
      Status:
      Answered
      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 10/15/2024 I purchased two tickets on H323430343339****30**H, confirmation # ** NMHY, which totaled $377.95. While travelling on 02/22/2025 my husband asked if I could upgrade us to first class on the flight to make him more comfortable. He is handicapped and needed assistance at the airport already. I went in my H323430343339****30**H app and selected to upgrade our seats. Their top option was Business Select. I chose that option for $620.50 each. When we arrived, on the plane having priority boarding due to a wheelchair anyway, I turned to the left where first class seats are typically located. The attendant asked me where I was going. I said, "First class." He said, "We do not have first class seating, all seating is first come first serve. So, we sat in tiny seats on an overnight flight, had no in flight entertainment, and got two glasses of cheap red wine in paper cups for our $1241! I felt completely taken advantage of and have been complaining to SW only to be offer two $100 vouchers. If business select does not offer first class accommodations such as roomier seats, reclining seats, better food, special section of the plane, it should say so! I felt it was false advertising not to offer this. Why would anyone pay $1618.95 for inflight wifi, priority boarding, and two drinks for two people? I requested a refund of $1200, paying my original $377.95 plus $41.

      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 never would have spent $620.50 each if I knew there was no First Class seating.  Our original tickets were a third of that cost.  Why would anyone pay $620.50 for no more benefit than a paper cup of poor red wine? Our wifi was used by the person sitting with us, but we did not use it.  We had Priority seating already because my husband was in a wheelchair.  His fee was reimbursed, but mine was not.  I still want my $620.50 back for my ticket or at least $600.

    • Initial Complaint

      Date:03/04/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 had a flight with Southwest on 2/13 from *** to ********* ******* that was initially delayed but we were given no reason as to why. Upon finally boarding, we were further delayed as they had to call maintenance to repair an overhead bin. We waited over 30 mins for maintenance to duct tape the bin closed. I had a car rental reservation to pick up at the *********************************************. Due to these flight delays, I arrived after the rental counter closed (12:30am). I was not able to pick up the rental car due to Southwest's delays. I had to take a taxi to my hotel and then a Lyft back to the airport the next morning (2/14/2025) in order to pick up the rental car. The transportation back and forth from the airport was $94.69 out of my own pocket. I was denied this refund and was told to file a claim for a voucher which Southwest also denied. If Southwest had not been delayed and my flight was on time I would not have had to pay to take transportation back and forth to the airport.

      Business Response

      Date: 03/26/2025

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

      Customer Answer

      Date: 03/26/2025

      I have reviewed the business response and accept this resolution on the condition that the amount of $94.69 will be refunded to me. The business' response attachment did not include an amount. 

    • Initial Complaint

      Date:03/03/2025

      Type:Product Issues
      Status:
      Resolved
      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 filing this complaint against Southwest Airlines for failing to honor its own stated policy regarding refunds of non-refundable tickets in cases of a death in the immediate family. According to Southwest Airlines, they consider refunds under these circumstances. However, despite my request and submission of proper documentation, the airline has refused to issue a refund and is instead offering a travel credit that the affected passengers have no use for.On February 25, 2025, Trinity and ***** father passed away. Today, March 3, we buried their father. I submitted a refund request to Southwest Airlines, providing a copy of his obituary as required by the airline. Despite this, Southwest Airlines has denied a refund. We received a reply from ****** at Southwest that felt incredibly cold and lacking in compassion. She ended the message with, We look forward to seeing you on board!an exclamation point and allas if this were just a routine cancellation rather than a response to a family tragedy.Trinity was recently diagnosed with cardiomyopathy at the ***********, and **** is autistic. Given their medical and personal circumstances, a travel credit is not a viable resolution. Issuing a full refund, per Southwest's own policy is the only reasonable and compassionate course of action.I am requesting that Southwest Airlines honor its stated policy and issue a refund instead of a travel credit. The refusal to do so, despite the clear and tragic circumstances, reflects poor customer service and a lack of compassion.I appreciate the BBBs assistance in helping facilitate a fair resolution.

      Business Response

      Date: 03/27/2025

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

      Customer Answer

      Date: 03/27/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Southwest Rewards account has been on a held status since November 2024. I have contacted the company multiple times, as well as sent them the information they have requested multiple times. After a month of no response from the company, my account is still on hold status and I need to book a flight using my points for a surgery I am having. I want my account fixed so I can use the points I earned. If my account is not fixed in time, I would like to be reimbursed for the money I had to pay for not being able to use the points I had available.

      Business Response

      Date: 03/27/2025

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

    • Initial Complaint

      Date:03/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After an eventful weekend, my ************ were just trying to get home. The southwest employee of Dallas Lovefield (******/ Tarika) racially profiled me and looked my daughter in the eye and told her that she was not getting on the plane. My daughter was crying and complete distraught as she continued to say this is why she doesnt like black people on her plane. She never refunded me my ticket and called 10 police officers to have me escorted out of the airport. Because of this my daughter and I had no where to go and had to sleep outside of the airport because officers would no longer let us in the airport. I was not rude, nor disrespectful, I didnt hear the gate attendant call our boarding number and when I went to board she made the comment (you just insist on boarding early, move) and I made a comment back and because of this I was not able to board the aircraft. I was not rude or disrespectful in anyway. My daughter has suffered mental distress as well as myself.

      Business Response

      Date: 03/27/2025

      BBB Complaint ******** was addressed by phone conversation with a Senior Customer Advocacy Specialist on 3/8/25

    Southwest Airlines Company is NOT a BBB Accredited Business.

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