Business Profile
Airlines
Southwest Airlines CompanyComplaints
This profile includes complaints for Southwest Airlines Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,584 total complaints in the last 3 years.
- 466 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/25/2022
Type: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 canceled my flight from Florida to New York (should be an easy flight) and left me stranded in the middle of nowhere, St Louis Missouri.
They would not refund my flight at the counter, referring me to their 1-800 number. When I called and requested a callback, they would make me wait, then hang up immediately after finally calling. This occurred four times in a row, at approximately 30 minutes a call. 2 hours later I finally spoke with an agent, and she was systematically blocked from issuing the refund. I then actively waited on hold for another 30 minutes.
Aren't airlines heavily subsidized with federal tax dollars?Business Response
Date: 09/28/2023
Response to BBB Complaint ******** is attached.Initial Complaint
Date:07/24/2022
Type: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.
March 10, 2022: I opened a Southwest Rapid Rewards Plus Chase *********** because they were offering a Free Companion Pass deal after spending $5,000 on the Chase credit card. After spending the $5,000, I did not receive the Free Companion Pass. I have contacted Southwest by email and phone at least four times, and each time Southwest has give me a different reason as to why I have not received the Companion Pass. I also contacted Chase *********** services and ***** said I will not receive the Companion Pass, but did not say why or why not. Here is a link to a Southwest Community Forum referring to the deal I am waiting for: **************************************************************************************************************************************************************************. I can also send you each email correspondence between myself and Southwest. Thank you in advance for your assistance in this matter, *******************************Business Response
Date: 10/03/2023
Response to BBB Complaint ******** is attachedInitial Complaint
Date:07/24/2022
Type: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.
We were scheduled to fly to FL, my husband, myself, and our 2 yr old son. He has sensory processing issues, but has flown before with no issues. When we boarded the plane he started crying and was scared. It was upsetting a lady in front of us. I got him calmed down and was approached by a lady with a walkie talkie asking if he was going to cry again. I told her I had no way of knowing that, but I hoped he would remain settled and that he was scared. She stepped away to talk to the flight attendants and my son began crying again. The lady came back and said we were a disruption to everyone on the plane and we had to get off. They already had 3 people standing there from standby waiting to take our seats. We were escorted off the plane. This was humiliating. The pilot was very nice and said he had no control over the situation. The lady with the walkie talkie then told us our bags would be leaving with the plane. I am 7 mths pregnant and had medical supplies in my checked baggage. She scolded me for packing my medication and delaying everyone further while they looked for our luggage and stroller. We were sent to the customer service and told we could fly another day if we could ensure our son would be calmer. Again, he is 2 and that is impossible. We were given flight vouchers in the amount of $2400 which expire in 1 yr. We will not be able to fly within a year so these are of no use to us. We also lost all of our beach condo money totaling $2392 and car rental money in the amount of $100. We are at a total loss of $4892 because our 2 year cried before the plane took off. We have never flown on a plane before where a child didn't cry at some point on the plane. I do not know why we were singled out. The customer service rep told us she has worked for Southwest for 28 years and has never heard of a child being kicked off the plane for crying. We do not feel a request for reimbursement in the form of cash and not credits is unreasonable.Business Response
Date: 10/02/2023
Response to BBB Complaint ******** is attached.Initial Complaint
Date:07/24/2022
Type: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.
Re: Itinerary 2PFU6X July 23rd, 2022 I am writing this complaint due to my confirmed flight being cancelled by Southwest Airlines. I checked into this flight one day before it was scheduled to depart for *******. I arrived 4 hours before the departure time only to find that the flight was abruptly changed. I was never notified by Southwest Airlines about the change and only learned about it from the Android app. At the Southwest service desk I requested compensation from Southwest Employee ****************** who refused any accommodation. As a result of this change I was forced to book an additional hotel stay and had to purchase additional rides to and from this hotel, as my new flight was a day later. Southwest also failed to refund my early boarding fee and violated my travel contract with them. I am requesting refunds for all of these expenses.Business Response
Date: 09/28/2023
Response to BBB Complaint ******** is attached.Initial Complaint
Date:07/23/2022
Type: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.
Recently I canceled my flight from ************** to *******. After reviewing the Southwest cancellation policy I determined that I should receive a refund to my original purchase method (gift card). After the cancellation was completed I was only provided a travel fund which expires in April. That is not what is explained in the cancellation policy. After calling customer service they agreed that the type of ticket I purchased (Anytime) should not have an expiration on the returned funds. The phone agent tried to delete the expiration date of my travel funds but were unable to do so. They recommended I submit an email to the company, which I did, but was still unsuccessful in removing the expiration date from my funds.I don't mind the travel funds, after all that's what a gift card is, but my gift card did not expire in April, so this is not returning my funds to the original form of purchase as Southwests cancellation policy states. Furthermore why would anyone purchase a more expensive Anytime fare with a gift card as opposed to a Wanna Get Away fare if both have time sensitive travel funds as the method for cancellation. I paid extra for a more lenient cancellation policy, but in the end they are not providing that.No where in their cancellation policy does it state that fares paid for with a gift card will have a time sensitive travel credit.Customer Answer
Date: 08/23/2022
Southwest has since change their policy, as such all of my credits are now valid forever. Thus my complaint is no longer valid.Business Response
Date: 10/03/2023
Response to BBB Complaint ******** is attached.Initial Complaint
Date:07/23/2022
Type: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.
We purchased airline tickets from Southwest Airlines from Oakland to Boston. Southwest changed our route so that we were forced to fly through Midway Airport in Chicago. As our plane was approaching Chicago we were told to reroute to Kansas City to refuel for an unscheduled stop due to weather. While refueling in Kansas City the fuel was overfilled into the airplane by Southwest which required evacuating the plane to remove all fuel. This delayed our departure from Kansas City by over 2 hours, which caused our family with three children (one going through chemo therapy) to miss a potential connecting flight to Boston today.
When we arrived at Midway Airport in Chicago we were informed that we were not able to take any flights until 8:50pm tomorrow requiring an overnight stay, and four additional meals in Chicago that were not planned. I then asked Southwest to provide us with our luggage so we could have clothes, and the "manager" for Southwest explained that they were unwilling to try and provide the checked luggage for passengers that were delayed. He further explained that due to weather they were not willing to commit the resources to accommodate any of their inconvenienced customers.
We are now abandoned in Chicago by Southwest with no luggage for a flight 29 hours later than the originally scheduled connection. This is due to Southwest error in over fueling the airplane, and they are unwilling to pay for a hotel, pay for a meal, or return our luggage so we could have clothes during the extended delay.Business Response
Date: 10/02/2023
Response to BBB Complaint ******** is attached.Initial Complaint
Date:07/23/2022
Type: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 purchased a ticket from Southwest on May 9,2022. I had to cancel the flight due to the meetings was canceled for a later date. I called back on July 15, ************************************************************************ that my travel credit has be redeemed ( in a short it was stolen). I have spoken to several agents and all of them shared with me that it can take up to 30 days. I am not only missing out on my business but I have received my money back either.Customer Answer
Date: 08/10/2022
I purchased a airline ticket from Southwest Airlines on May 9th for $256.96. I had to cancel my flight a month later due to an emergency and when I called southwest back an agent informed me that my flight was taken. I have no gotten any help due to this matter and it has cost me a lot of money due to I missed an important meeting because my flight was taken.Business Response
Date: 10/05/2023
Response to BBB Complaint ******** is attached.Initial Complaint
Date:07/22/2022
Type: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.
Deceptive sales practices. When our family was purchasing airline tickets from ** to ******* in March 2022 for trip in late July 2022. We inquired about paying extra for early boarding since one member of Family is tall and heavy. They recommended for us to pay $20 per person each direction for early bird boarding. It was insinuated that the worse would be boarding early B group. Upon day before travel we were assigned late B level board which means we paid for nothing. Through correspondence with company they agree with what I see but are saying it's more of "bad luck" nothing can be done. Of course after didscusding with others since this happened I've found other friends and family that have run into same situation. Sounds more shady common practices by Southwest than bad luck.Customer Answer
Date: 08/08/2022
Filed complaint earlier. Non sensical response not addressing past issue and new issue. Started with misrepresenting early bird boarding. Told although not guarenteed it was insinuated very likely to get Early B boarding.Got late B, which was no better than not early bird. Got nonsensical response from Southwest talking about guaranteeing A boarding. Never mentioned A boarding. Then during discussion with representative on ******* was told I was not telling truth. We purchased 4 tickets round trip. Was only worried that one person board early. Was told we had to do all 4 tickets the same. Rep on ******* told me that's not true that I'm wrong...** no. That's what we we were told by rep when we purchased tickets. Not sure he is right or person that sold us tickets we're right, but if anyone is lying it's one off them. No an additional issue. On return flight the person that we wanted early bird boarding for (6'5 350)actually got an exit row seat even though he boarded late B, great! Then of course right before take off he asked for seat belt extender. They then told him he couldn't set there if he needed an extender. Then to top it off they announced out loud they need to somebody to switch seats with him because he's too big and needs a seatbelt extender. Very unprofessional, and downright cruel. So according to them making fun of people with weight problems and calling people liars are part of their grifting business. I have contacted and sent video of SW employees treatment on the plane and the ******* message to local CBS station with their investigates service. Waiting to hear back. Nobody should be treated the way Southwest Airlines treats people.Business Response
Date: 10/03/2023
The Customers concerns regarding BBB Complaint ******** were addressed by twitter.
Initial Complaint
Date:07/21/2022
Type: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 traveled to ********** in May 2022 and my luggage was damaged by Southwest Airlines and they refused to compensate me, because of a 4 hour rule. I was told in ********** that I had to report the incident in *********** where my flight originated from. The handle no longer goes up because the bar was **** by one of their employees.my luggage is 2 years old I paid $350 for the set.Business Response
Date: 10/03/2023
Response to BBB Complaint ******** is attachedBusiness Response
Date: 10/03/2023
Response to BBB Complaint ******** is attachedInitial Complaint
Date:07/19/2022
Type: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 purchased tickets with SouthWest Giftcard and canceled my trip within *************************************************************************** bogus reason like my tickets were getaway fare. When I demanded that it must be refunded since it is within 24 hours, the agent finally said it was OK but will give me flight credit, I refused and asked to escalate the issue. The agent then tell me that she would create an incident and someone from Customer Relation/Accounting would contact me and would refund to a gift card. I asked if this is a know process regarding gift card multiple times and she said that it is. Which now I know is not true.About 2 weeks later, I got an email again refusing to refund to a gift card since my tickets were getaway fares.There was no easy way to respond to the email, I called SW again and was told to go to the website to create an email there and respond. When I responded that it was 24 hrs limit and SW is violating a federal requirement that airlines must refund the original method of payment. A few days later, I got an email apologizing for the last response and agree to refund to my gift card but they would need to speak to me first. They posted a phone number to call, which is the same 800 for everyone to call. Again I called, and the agent there cannot help me to get a refund since the correspondence was from Customer Relations, They should have contact me directly (phone#) instead of give me a number to call where they cannot help me. The agent again created an escalation, another incident #. So far it has been a week, and they have not contacted me . I called again but of course they cannot help on the escalated incident either. She said if she create another incident, it would just confuse them and would not resolve the issue and may be delay it further. The practice of not refunding is really shady and caused me more than 6 hours of my time. Still not resolved since you cannot contact anyone.Customer Answer
Date: 07/21/2022
Today I was contacted by SW and again they tried to refund me in the form of flight credit and voucher credit. I refused since I paid with a gift card which does not have expiration date. I pointed out that they had agreed in the previous email to refund back to my gift card, but now giving a different story such as I need to send back the original gift card physically. I told them I never had a physical gift card, just a number and a pin. She insisted that they can't do it. I told her to have a manager who can resolve the issue to call me back. This is unacceptable. Again this is the total waste of time to have someone call me back that not able to solve the problem. They are running a scam of selling giftcard and put rules to turn them into travel vouchers when you cancel.Business Response
Date: 09/28/2023
The Customers concerns regarding BBB Complaint ******** were addressed by phone.BBB Business Profiles may not be reproduced for sales or promotional purposes.
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