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Business Profile

Airlines

Southwest Airlines Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

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

    • 1,579 total complaints in the last 3 years.
    • 461 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:08/01/2022

      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.
      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:
      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 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.

    Southwest Airlines Company is NOT a BBB Accredited Business.

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