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.

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  Southwest Airlines Company

  2702 Love Field Dr Dallas, TX 75235-1908

• 

  Southwest Funding

  725 Airport North Office Park Ste 725 Fort Wayne, IN 46825

• 

  Southwest Airlines

  Tampa International Arprt Tampa, FL 33622

• 

  Southwest Airlines

  11a50 Regional Ln Fort Myers, FL 33913

• 

  Southwest Airlines Co.

  EP International Airport El Paso, TX 79925

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:08/02/2022

  Type:Product 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.

  I had a flight scheduled for April 2, 2022 from ******* to *******. After sitting in the airport for 9 hours my flight was canceled. Since we had reservations at ********************* we then decided to drive. After that, I spent over 9 hours on the phone with Southwest trying to get a refund. They did refund a portion of my flight, however a portion was purchased with travel credits, so that went back to travel credits. On June 2, 2022, my travel credits were about to expire so I again called Southwest to see what could be done. I was told that my $116.32 in travel credits could be transferred into a voucher that wouldn't expire until 12/31/2022 and the voucher would be transferable to anyone. The rep told me it would take **** business days for the voucher to be emailed to me. On June 28, 2022 I still had not received my voucher, so I called Southwest yet again. After an hour long call, I was told vouchers were taking up to 30 days to be processed and I should call back if I didn't have my voucher by July 7. On July 5, I received an email saying my case had been resolved, but there was no voucher attached. On July 11, I called Southwest again and the rep told me to still give it another **** to get the voucher. On July 26, I spent 1 hour and 47 minutes on the phone. The rep told me she had no idea where my voucher was and that since my case had been resolved, she couldn't get in and get any information. She said she would escalate my case again and that I should have a response in ***** hours. I also sent a customer complaint via email on 7/29. As of today, August 2, it has been exactly 2 months and I have not received my voucher and I have not received any communication from the customer relations/complaints department. This is getting to be absolutely ridiculous. My case number for reference is ********, the amount is $116.32. And, I have wasted several hours of my valuable time trying to get this resolved. Please help!

  Business Response

  Date: 10/02/2023

  Response to BBB Complaint ******** is attached.

  Customer Answer

  Date: 10/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/02/2022

  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 was scheduled to fly from *** to *** on 7/28/22 flight departure 7:50 pm. Flight continued to be delayed, no communication from any SW staff members, I had a connection that I had to make in *** ( *********.** ) @ 10:15pm. I finally arrived in ********* @ 11:45 pm on 7/29/22. There for I missed ,my 10:15 connection. Again no communication from a single SW staff member. When I went to Southwest CSR I was informed the would not be doing anything for me , there was no food places open. And they placed me on a flight @ 10am 7.29.22. wanted me to sleep in the airport with nothing to eat or drink. And when I asked if they would be provided me with a voucher they informed me no. And When I asked to rep if she would be happy sleeping on the airport floor she said it doesn't matter what she would do she fly's for free. I had to find a hotel @ this point 1 am in morning get and lyft to hotel and them back to airport for my 10am flight. The disregard to the customer is sicken to me. I paid for a flight and I understand things happen, but communication is KEY . And making sure your customer is comfortable and will continue to use your services is KEY as well.

  Business Response

  Date: 10/03/2023

  Response to BBB Complaint ******** is attached

  Customer Answer

  Date: 10/10/2023

  I am rejecting this response because:   It cost me ***** from airport and ***** back to airport via Lyft . Then $220.90 for a hotel room . Offering me a $250 luv voucher doesnt even cover my unexpected cost due to your teams lack of communication. And my time and the parts of the event I missed the morning I had to fly out is not replaceable. I think you can do better than a $250 voucher that I may not even use because I can take risk when flying with an airline that doesnt care for their PAYING customers. So please make it right. ***********************;

• Initial Complaint

  Date:08/02/2022

  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.

  Southwest Airlines Executive Team:Hello, my name is ********************* and I flew on Southwest this recent Sunday for an original 7:10pm departure to ************. The flight was delayed by over an hour and a half. When I got to the flight gate around 6:45 pm I already knew that I was going to miss my work event because of the late departure. I asked the attendant if I could be reseated to the next available flight in the morning, and she said only that I pay the change fee or something. I am hard of hearing so I asked her to just come to me and I sat nearby in the front too.I also told her if anything changes please let me know. I then find out later that the flight was DELAYED because the flight was overbooked and she needed 3 volunteers to take the next flight. I was told there was a $600 credit offered AND a rebooking with no change fee and a credit for this leg of my itinerary. She didn't even approach me and I'm sure she knew that I would have taken it because that's what I literally asked for since Southwest already delayed my flight.)I feel discriminated against for my lack of hearing in this regard and the fact that part of the flight delay was over something like this. I was flying for work and this itinerary was booked through Marvell Semiconductor to which I'm an A-List member. This is the worst experience ever and respectfully I think I should get that credit offer. My RR# is ***********.

  Business Response

  Date: 10/02/2023

  Response to BBB Complaint ******** is attached.

• Initial Complaint

  Date:08/02/2022

  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 Tuesday, July 26 I travel in Southwest airline, not only the fly was delayed twice, they stole several items of value that were in one of my suitcase. Since we arrived at **** and I worked for the next few days and the moment I realized that I did not have my jewelry, I proceeded to contact the Southwest line on several occasions and I have not received the help I need. My interest is to be able to claim my loss and have Southwest respond for it. But not even, I have received a good service where they tell me where I can make the claim or what department I can call.

  Business Response

  Date: 10/05/2023

  Response to BBB Complaint ******** is attached.

• Initial Complaint

  Date:08/02/2022

  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 was scheduled with my 3 kids to fly home the evening of 6/17 from Florida to Pittsburgh. After multiple delays and sitting on a plane until 2 am, the flight was cancelled. I was stuck overnight at the airport with 3 kids. They issued vouchers for future use. I have contacted them several times requesting a refund for the vouchers as I never plan on flying southwest again especially with 3 kids. When I contact them, they open a claim and then never respond to the claim. I called again today and they told me I have to go back through the website and file another claim. I'm seeking refund of $1,200 for the below vouchers.
  
  Voucher XXXX XXXX XXXX XXXX
  Voucher XXXX XXXX XXXX XXXX
  Voucher XXXX XXXX XXXX XXXX
  Voucher XXXX XXXX XXXX XXXX
  Voucher XXXX XXXX XXXX XXXX
  Voucher XXXX XXXX XXXX XXXX
  Voucher XXXX XXXX XXXX XXXX
  Voucher XXXX XXXX XXXX XXXX

  Business Response

  Date: 10/03/2023

  BBB Complaint ******** is attached.

• Initial Complaint

  Date:08/01/2022

  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 flew on Southwest from *** headed to *** ** on 07/06/2022, Flight Conf #2WATHA.The original flight out of ****** was severely delayed, which raised concerns for me regarding my connecting flight in *******, to MEM. Therefore, **************** rep rebooked me on diff flight heading to CHI that was supposed to get me in CHI on time for my connecting flight to *******. That flight too became delayed. Once we boarded, we sat at the gate for an additional 90mins. The Captain made an announcement the delay was due to 'paperwork'. Once it was evident the flight was going to impact connecting flights, myself and others went to the ** to express concerns. We were ALL told we would be fine and not to worry! In fact, the ** then made an announcement over the intercom that anyone with connecting flights out of Midway would still make it in time, and there was no need to worry! After hearing that, we all assumed the crew was working with Midway to hold flights until we landed. So we eventually take off, and before I could get off the plane in CHI, I received a text that I had been rebooked on a flight the NEXT DAY, which means I had to spend the night in the airport! My connecting flight was gone! Had the captain and ** been honest that connecting flights were impacted, I would have gotten off the plane in DEN, & just went home to *******. I had re-routed my flight from DEN to ***, to DEN to MEM to surprise my minor child who was scheduled to fly his first SOLO flight by himself the next morning at 6am in *******. Not only did Southwest cause me to miss this once in a lifetime moment, the hotel I booked in MEM the night of the 6th, would not refund my money. At that point the whole trip to MEM was a complete WASTE as I was literally there about 4hrs before I had to then board my flight home to ***. I filed a complaint, CASE ******** on 7/7 to Customer Relations! I called today 8/1, advised the case was closed with no valid reason. I was told to open new case. I am LIVID!

  Business Response

  Date: 10/04/2023

  Response to BBB Complaint ******** is attached.

• Initial Complaint

  Date:07/30/2022

  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 July 19th, I had a flight to DCA from Las Vegas. The flight took off late, and our layover was also late. I was supposed to land in DCA around 11pm. I was told by the captain that the anti-lock breaks were not functioning properly and that we could not land in DCA. We had to fly to BWI to land, and we would then get on another flight, that takes us to DCA. I didn't get to DCA till after 4am! On July 20th! I had to miss work due to the extreme and unexpected delay. South west offered me a $200 voucher, and I told them prior via phone that I did not want a voucher! I will not be flying with them anymore. I would like a refund. I explained to them that I will not be accepting the offer of $200 in Voucher! As my flight was delayed more than 2 hours! I was supposed to land in DCA around 11pm. Not only didn't I land in DCA around 11pm, but I was told that the anti-lock breaks were not functioning, and that I had to fly to another city to get on another plane, to go back to DCA! I didn't get to DCA till after 4 am! I am entitled to be compensated 4x the price of my flight because my flight was delayed more than two hours.
  

  Business Response

  Date: 09/28/2023

  Response to BBB Complaint ******** is attached.

• Initial Complaint

  Date:07/29/2022

  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 booked a flight and unfortunately had to cancel my trip due to the pandemic. I did not purchase the upgrade that offers a refund, so they gave me a flight credit with an expiration date. I could not use the flight in the time frame that was provided, so I called to try and get the credit back so that I could use it, and was told no. I was told no because it had been too long since it had expired to be reinstated.... Even though they have since done away with expiration dates on their flight credits. So they took my money, denied me a refund because I didn't spend more, and now refuse to give me my flight credit back. I feel as though they have stolen from me.

  Business Response

  Date: 10/03/2023

  BBB Complaint ******** is attached.

• Initial Complaint

  Date:07/29/2022

  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.

  Request your intervention to help us get our rightful service from Southwest Airlines (SWA).
  
  SWA is not honoring our request to convert our paid tickets into travel
  vouchers, as our international flights in 2020 were canceled due to covid.
  
  This has reference to our reservations on Southwest Airlines for the following PNRs:
  KPIFRQ
  KV3WQU
  KXOMTK.
  
  We had originally planned to travel as a family from India to USA in May 2020. The travelers included my sister, her husband, and her son - besides me and my son.
  
  But due to the Covid-19 induced cancellations of international and domestic air travel for most of 2020, we could not fly as governments stopped all flights for several months in 2020.
  
  That was the best possible travel window for all of us, and the subsequent two years has been financially challenging.
  
  Following several long calls to the Southwest customer care number, we were advised initially that we would get credit towards our booked tickets for the same travelers, to be used within two years.
  
  As you know, several waves of the pandemic and repeated cancellations and bans on international travel had curtailed all plans for the last two years.
  
  Now our situation is highly unfavorable for the travel of my sister and her family from India.
  Meanwhile, the visa (attached) of my brother-in-law Mr. Subranil Gangabasi had expired in January 2021
  So the named tickets/credits are useless for us.
  
  In a recent call, the customer service person told us that we can get travel vouchers for the same fare as we paid ($ 840) to be used by anyone on our family without name restrictions.
  
  But even after several requests by phone and by written correspondence, SWA
  refused to either give us vouchers for the amount we already paid, or issuing a refund of that $ 840.
  
  We explained the extenuating circumstances but SWA is refusing to consider. This is nothing short of cheating us of $ 840 - a significant amount.
  
  We hence request your help to get our rightful refund

  Business Response

  Date: 10/04/2023

  Response to BBB Complaint ******** is attached.

• Initial Complaint

  Date:07/28/2022

  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 been trying to get a a settlement for my lost baggage and nobody has contacted me at all to help. My luggage is still missing and my things have not been replaced. Please help.

  Business Response

  Date: 09/28/2023

  Response to BBB Complaint ******** is attached.