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 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:07/27/2022

  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 was originally on Flight #**** on April 3rd 2022 traveling from ******* to **************. This was a Sunday and I had to work on Monday. This flight was delayed and then cancelled due to mechanical problems. There were no return flights to ********** to get me back in time for work. There was a return flight to ******* in the early morning, however. I discussed with the gate agent changing me to the ATL fllight and then I would have a lyft or uber car service take me to ********** after I landed and this would be reimbursed by Southwest. Otherwise I could not get back home until Tuesday. This would not be acceptable as I am a surgeon. I would have never booked the ATL flight without guarantee that the car service would be covered. I landed in time and then sent my receipts to Southwest. I had several failed attempts to get this reimbursed. I got two southwest LUV flight vouchers which I was not interested in because I simply wanted my reimbursement as promised. I finally was given a response that I would receive a check for $117.73 (subtracting a flight amount which I still had to pay for because it was rebooked) on 4/19/22 by *******************************. This never arrived. I have called and no customer service agent knows where this check is or if another one can be sent. I would like the full refund of $299.71 for the car service returned.

  Business Response

  Date: 10/03/2023

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

  Customer Answer

  Date: 10/10/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/26/2022

  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 called to make a reservations for my daughter on 7/23/2022. The charge went through but the ticket did not. After holding for 3 hours I was told after a giggle it's a known issue it would fall off Monday. So Sunday I booked another flight because I needed to get my daughter home. As of today the money has still not been released it has been confirmed by two reps and a manager this is a known issue and yet they do not warn there customers that Applepay could fail to transfer payment yet hold the payment from your account.

  Customer Answer

  Date: 07/27/2022

  I have 2 new case numbers of me attempting to resolve this issue with them but as of yet I have not heard from anyone . I'm being told it could take 10 to 12 days and my bank said the money could be held for 10 business days because it's an airline. Case # ******** and case # ********

  Business Response

  Date: 10/04/2023

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

• Initial Complaint

  Date:07/26/2022

  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.

  My fianc and I recently book a vacation package with Southwest and it displayed that I'd receive approximately ***** + points. After paying for the package and taking the trip... The points didn't show up and after spending time with an agent on the phone she calculated and manually applied approximately *****+ points. I tried to explain to her that I saw a different amount of points before purchasing and after purchasing the package. She then told me that I'd receive the correct amount if her calculations were wrong. I checked my email and reached out to Southwest via email and they won't honor the points that I was advised of at the point of sale. This process is becoming frustrating and their website gave me false advertising. I expect to get the points that displayed for the travel that I paid for.

  Business Response

  Date: 09/28/2023

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

  Customer Answer

  Date: 10/03/2023

  I have reviewed the business response and accept this resolution on if the points have been issued 

• Initial Complaint

  Date:07/26/2022

  Type:Delivery 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 #**** (7/25) Claim ********** My flight was cancelled... I was transferred to another flight into ***** ~9:45 departure. I voluntarily separated from luggage and was told to pick my luggage up from ***. I went to *** and was told the luggage was at Hobby. I called ***** and left a VM. I didn't receive a call back from Southwest ************************ in reply to my VM. I eventually received a call f/ Southwest ****************** @ Hobby at 10:32pm stating they hadn't heard from me and indicating that I had to pick-up my luggage from Hobby and threatening to send my luggage to lost & found in ****** if I don't. I think it is unfair for Southwest to cancel my flight, tell me to pick up my luggage at *** but route the luggage to Hobby and then force me to make multiple trips to the airport to retrieve my luggage. Southwest sent my luggage to the wrong airport. Why do I have to make multiple trips because Southwest canceled my flight and sent my luggage to the wrong airport?! At this point, after multiple inconveniences, multiple calls and multiple hold times and multiple mis-information... the luggage should be delivered to me. This lack of customer support is disappointing and is unfair to me. Please correct before Southwest ************* Department sends my personal belongings to *************

  Business Response

  Date: 10/03/2023

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

• Initial Complaint

  Date:07/26/2022

  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 paid $610.96 for a flight back in December of 2021. The flight was purchased to see Adele in Vegas. Because Adele postponed her shows in Vegas, I had no choice but to cancel my flight. I was informed on a call with a representative that I would receive a flight credit to be utilized. I asked if I could use it in 2023 with the expectation that there was a likelihood (because of COVID-19) that the shows would not pick up until then. I was informed yes, so long as I book a flight for a date in 2023 BEFORE December 8, 2022. I attempted to re-book my flight using the flight credit, which is money I paid. I was then informed that it "expires" December 8, 2022. Southwest will not allow me to book a flight using my flight credit after that date. I called Southwest to explain and ask if I can use my flight credit. I was told there is "nothing they can do." A representative told me to "purchase a new flight, then cancel it to get a flight credit." I told him that does not make sense, because I would pay double. This is over $600 I have paid for out of my pocket. I am requesting one of two options (1) for Southwest to allow me to use my flight credit for January 2023, or (2) refund me the $610.96 I have paid for out of my pocket.

  Customer Answer

  Date: 08/05/2022

  ***Document Attached***
  Southwest Airlines has responded to me directly and provided a very quick resolution. I am extremely pleased and impressed with their change in their flight credits policy addressing my concerns. This Complaint can be closed.
  See Attachment/File: IMG_4636.jpeg

  Business Response

  Date: 10/02/2023

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

• Initial Complaint

  Date:07/26/2022

  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 children who are mimros were supposed to fly from ** to ******* with a one hour lay over in *********. The day of the flight they changed it to a 1 hour lay over and a 6 hour lay over in **********. We had picked the flight for a short lay over as they are flying alone and are minors. This was the only option given to me. Not wanting my children alone in an airport for 6 hours they had no choice but to cancel the trip to see their grandparents.

  Business Response

  Date: 10/03/2023

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

• Initial Complaint

  Date:07/25/2022

  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.

  June *****. My family and I were stranded in ******* for 2 days due to Southwest Airlines canceling flights. The first was blamed on weather but the next day was blamed on "operations ". We were not allowed to retrieve our checked bags. Southwest has paid a small amount of our expenses in currency and offered Southwest Vouchers but we would like full reimbursement in currency.

  Business Response

  Date: 10/03/2023

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

• Initial Complaint

  Date:07/25/2022

  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.

  Dear BBB team,I purchased a ticket with Southwest around 8:06 PM on Friday, July 22. I decided to cancel the ticket because of some changes I needed to make to my travel plans. I attempted to do so within the 24-hour period around 3 pm on Saturday July 23rd. However, the online cancellation process does NOT offer me the choice of a refund back to my original form of payment (which I paid with a gift card with no expiration date). I called Southwest and was on hold for over 4.5 hours until it passed the 24-hour window and was still not connected to a customer service agent. I called again the next day and was on hold for another 2 hours to no avail. I also followed up with Southwest on ******* and received a response from that team. However, despite of the genuine efforts I made and screenshots provided (I reached out to them on ******* within the 24-hour window around 4 pm on July 23rd). They refused to refund the fund to my original form of payment and only agreed to issue a travel voucher with a 1-year expiration date. Could you please intervene on my behalf to request Southwest to issue a refund back to my gift card with an expiration date? I would also like an apology and reasonable compensation for the undue strenuous burden they placed on their customers by making the cancellation process so opaque and time-consuming.Reservation confirmation number 3CER9X I have also attached screenshots of my communication with Southwest supporting that I reached out to them well in advance of the 24-hour window because I couldn't cancel and get a refund back to my original form of payment online. I also attached a screenshot of me on hold for over 4.5 hours on July 23rd.Best,*********************** *******

  Business Response

  Date: 10/03/2023

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

• Initial Complaint

  Date:07/25/2022

  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.

  Flight was paid for in May (May 24th). I was supposed to get from ********************** to ****** **; however, I was stranded in ****** with my cat and they would not allow me to get my bag with all of our stuff in it. They gave me travel vouchers; however, after the abuse from this airline, I will not be flying with them again and I want all of my money back. That includes the $200 for the ticket and the $95 paid for my cat to fly. They lied to us and endangered us. I'm a young girl, traveling alone, and they stranded me in a state I've never been to without even bothering to help. Travel vouchers are worthless for the amount of stress I underwent. All they could do was give me a paper that said "we're sorry" and imaginary money that I would have to use to fly with them again. I will not be risking my life with this company again. my confirmation number was 2K6BVJ and my flight numbers were 675 (****** to ******) and the **** (****** to ******). My document below provides much more information about the trip.

  Business Response

  Date: 10/05/2023

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

• Initial Complaint

  Date:07/25/2022

  Type:Billing 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.

  7/19/22: flight number 3LJTAF My family and I were set to return to *** airport on time according to my Southwest Airlines app. Our layover was in *******, **. Once it was near the time for our flight to depart, we are told it will be a slight delay. Then it was longer than a slight delay. Then we were told the plane is being sweep because it just came back from an international flight. That took another 15 minutes. We were supposed to land at 10:45PM we landed closer to 11:20/11:30PM . My issue is we did not receive our luggage until about 11:45PM once we received the luggage we had to wait for the bus to drop us off at the parking lot. By the time we got to the parking lot it was already after 12:00AM and we were billed and additional day( for 2 cars) for parking, then I had to pay an additional $200 for child care service as the sitter had to stay longer than expected due to the layover, luggage, bus etc. I have reached out to Southwest customers care in regards to this matter to ask to be compensated because I incurred additional charges for parking and had to pay an additional fee for child care services as a result of this incident occurring and I was informed that because it was not more than an hour long but there's nothing they could do at this point. I am completely aware that things do happen that are out of our control and that you know certain things occur and there's nothing we can do about it but I feel like the way that this was handled was not done correctly. I'm requesting a Resolution in regards to this matter in some form of compensation since I was end up kicking out additional $272 for something that was out of my control.

  Business Response

  Date: 10/05/2023

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