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:05/07/2025

  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.

  I received an email from ******* ****** from Southwest Airlines on August 21, 2024 advising I would receive a Southwest LUV Voucher within 30 days. I never received it. I have been calling several times trying to get an update, but have never heard back. It has been over 9 months and Southwest refuses to deliver on their promise. I am respectfully asking they honor the $200.00 voucher for the several inconveniences and frustrations they have caused.

  Business Response

  Date: 05/08/2025

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

  Customer Answer

  Date: 05/09/2025

  I am rejecting this response because: I have still not received the *** voucher. They did not seem to update the expiration of the voucher even though I have still not received it. They are only providing $100.00 when customer service told me that it would be $200.00 when I spoke to them.

  Customer Answer

  Date: 05/09/2025

  Southwest Airlines is saying they are sending the voucher to: *************************
  
  I don't know whose email this is. They seem to be confusing my case with someone else.

  My email is: ************************************

  
  

• Initial Complaint

  Date:05/05/2025

  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.

  On 4/26 and 4/30 my family was mistreated on multiple occasions by Southwest Airlines. This includes discriminating against my disabled son and violating **** I have waited patiently for Southwest to contact me in regards to these issues but they have failed to follow up. This is unacceptable and action is now required from them.

  Business Response

  Date: 05/21/2025

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

  Customer Answer

  Date: 05/21/2025

  I am rejecting this response because:   That was a super pathetic response i got from a no-reply email.  I will have to consider seeking legal representation if there is an inability to otherwise discuss the incident either a representative.  You didnt even ask me if i had witnesses or statements or anything to support what happened.  You have zero care for the conduct of your teams and you should be ashamed for trying to cover that up.  The conduct of your employees was atrocious and unethical and vouchers are not suitable to resolve my issue. I must insist, especially given your sweep it under the rug mentality, that you provide my family with a refund for the travel.  While the discrimination against my son was the worst offense; having a flight attendant scream in my ear, the multiple delays, violation of your company policies, being told by one of your baggage handlers that yesterday i had a bad day too but you dont hear me complaining about it while i was simply speaking to my mother about being frustrated that you all lost her bag, and other instances are beyond reasonable client disruptions.  You all did your best to make my 10year wedding anniversary trip the worst trip Ive ever been on.  Ive been flying since i was 3 years old.  Ive had engines die, tornados causing us to circle the airport, been puked on, kicked, had the person i was sitting next to have an accident in their pants and much more.  I have never encountered employees who had such disdain for their client base and violate so many policies and ****

  Business Response

  Date: 05/22/2025

  BBB Complaint ******** requires additional review. Southwest Airlines will contact the Customer to address their concerns.

• Initial Complaint

  Date:05/05/2025

  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.

  On March 9 we called Southwest to use our credits that were applied to our account on Feb 10 in the amount of $1203.80. We were told by Southwest that someone fraudulently on Feb 11 transferred our credit out of our name and redeemed the credits and used it. Due to them pursing them legally they could not divulge the name nor location to where they went on my credit. I questioned Southwest was it an inside job because how would someone know that on Feb 10 was issued a credit and they conveniently used it the following day. SouthWest stated they would have their fraud **** reach out to us. SW fraud line did reach out apologized and suggested the same information above that our credit was fraudulently used and that they opened a case but that we would have to dispute the charge with Navy Federal.

  Business Response

  Date: 05/06/2025

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

  Customer Answer

  Date: 05/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/03/2025

  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 took Southwest airline (from ******* to ******** via *********) on May 2nd . The flight of 2281 on May 2nd from ******* to ********* got delayed for more than 3 hrs and the second one 654 was missed. The airline knew the status and rescheduled the flight to the next morning, but refused to pay an overnight stay .. Later we were given a paper to call a room book agent to get a discounted room. Since there is a long line after us. In favor other customers, we took the paper and made the reservation to pay stay overnight in *********. Later found that via other app, *********** the expense is much cheaper. At the point, I would like to find the resolution to get refund from them for a night staying in *********. Thanks!

  Business Response

  Date: 05/05/2025

  Response to BBB Complaint ********

• Initial Complaint

  Date:05/02/2025

  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 booked a flight from ************* to *** for June 11, 2025(confirmation 3XAWE6). I upgraded my ticket at the point of sale to the early bird check-in. I just had to cancel my flight as my international flight into ************* was canceled as I am needing to have surgery. In my SW app, it reflected my flight as fully refundable. However, when my confirmation email came, it showed that my flight fare was held back as flight credit and I had forfeited my upgrade fees. There was NO information at the point of sale to indicate that if I cancelled my flight, I would lose out on the upgrade. I paid for a service that SW did NOT provide and yet my money was not refunded. That is called stealing. I will be sure to tell every single person I know about SWs unethical business practices and to not fly SW. it has become clear that SW is no longer interested in customer service and only in increasing their bottom line, even if it means resort to stealing

  Business Response

  Date: 05/05/2025

  Dear Mattine, 
  
  Your complaint to the Better Business Bureau of ******************* was received in our office for handling. As a valued Customer of ********************, your concerns are important to us, and we welcome the opportunity to respond.
  Our Wanna Get Away and Wanna Get Away Plus fares are discounted and carry restrictions such as being nonrefundable. And, while we wish we could honor every request to refund a nonrefundable fare, the reason we are able to offer these fares at such a substantial discount in the first place is because they are a firm commitment to travel. The good news is that the flight credit associated with confirmation number 3XAWE6 can be used toward future travel.
  Additionally, EarlyBird Check-In purchases are nonrefundable. Customers who cancel their reservation will forfeit the EarlyBird Check-In option for that particular flight. If Southwest cancels your flight for any reason or if you cancel your reservation as a result of a significant flight delay or significant schedule change, EarlyBird Check-In is refunded. This information is provided at the time of purchase, and it is also available on ************************.
  We know you have a choice when you fly, and we hope you will continue to choose Southwest. We would truly appreciate the chance to welcome you onboard soon.
  
  Sincerely,
  ********* *****
  Southwest Airlines

  Customer Answer

  Date: 05/05/2025

  I am rejecting this response because:   there is NO information as to refund ability of early bird check in at POS. This constitutes an unfair business practice. I will be sure to tell everyone single person I know of my experience so that they steer clear of Southwest Airlines for future travel. 

• Initial Complaint

  Date:05/01/2025

  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 am submitting a complaint regarding my recent Southwest Airlines flight (Flight WN1371) from ************** (MDW) to ******* (MCO) on April 30, 2025. At 8:03 PM Central Time, I purchased inflight WiFi for $8.00 using my **************** card ending in 6002, as confirmed in the attached receipt from Southwest. Unfortunately, the paid ************ was completely nonfunctionalI was unable to load a simple email, web page, or use the internet in any capacity during the flight. Shockingly, the free WiFi for streaming TV and movies worked fine, which raises serious questions about the integrity of the paid service. I contacted Southwest Airlines immediately upon landing to request a refund, but as of now, I have received no response. I am requesting a full refund for the $8.00 WiFi charge and expect Southwest to address this issue promptly.

  Business Response

  Date: 05/02/2025

  BBB Complaint ********

  Customer Answer

  Date: 05/02/2025

  I have reviewed the business response and accept this resolution.  Thank you kindly!!

• Initial Complaint

  Date:05/01/2025

  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 fly SWA 4 to 6 times a month & was kicked off a flight due to recording your flight attendant for being a problem. But due to me recording its became an issue and I was deplanned. I have it all recorded and uploaded your flight attendant is super sensitive and acts like Ima a problem. Said I pushed or slammed her iPad. Hahaha the recording has the issue and ur flight attendant should be fired she cant help handicapped people or deal with issue b4 the door even close. I understand the protection of your flight attendants against a customer!!! But prove I did anything this flight. Its NOT my first!!! Please advise I have recordings I do wnat get a lawyer I did. Nothing wrong but ur flight attendant has a different option please peeve me wrong cu I can show Im not wrong as a customer!! Or do you think we was?? See you in course I have the right to record I. **************** they are BOTH one party consent states so how is it illegal to record the problems I have work your company. Im a A lister last year and this plus will be next year but your employees act like Ima a problem?? You say what you want I have it recorded I did nothing wrought but record ur employee!! But have to roguts to DONT take away my rights I can get a lawyer anyway time you like.Say what you want I was deplanned on swa airlines due to recording the flight attendant. What law did I break but I was deplaned! I fly so much with you please help my lawyer f-u up Im handicapped and didnt do anything wrongful please show evidence or a video cuz I have one!!!!!!!!!!! Ill have alaeuer by next week I did nothing wrong and U will say I did by my recording will say different!!!! You kick me off a plane and say negative things about me please prove Ima a problem I have never had problems all the other Im times I fly with you twice every two weeks!! Pleae tell me I have NO rights to record your employees when the star says I can its a one party consent state?!? Provide evidence you have NONE

  Business Response

  Date: 05/08/2025

  Dear ****, 
  
  Your complaint to the Better Business Bureau of Metropolitan Dallas was received in our office for handling. We welcome the opportunity to respond.
  We regret that you were unable to travel to **************** as scheduled on May 1. Federal law permits air carriers to deny transportation to any passenger the carrier decides is, or might be, inimical to safety. Customers are required to comply with all Crew Member instructions. Based on the information available to us, after witnessing your behavior onboard and your refusal to follow instructions, our Employees had concerns about safety. As a result, they decided that you would not be allowed to travel on Flight #****. We acknowledge your frustration with the handling of this situation, and weve made note of your concerns for our Leaders.
  Sincerely,
  ********* *****
  Southwest Airlines

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising 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.

  Southwest charged for the first time ever for an oversized bag when they admitted that they have not charged for that in the past and now without alerting travelers before they go in a trip that they have policy on the baggage size they are charging for it. I traveled multiple times since 2021 using southwest and booked travel for multiple family members using southwest because of the policy of having to check bags per traveler. Never I have been charged anything for oversized bags when I have used oversized bags. The amount of the charge is outrageous. In my case I traveled with a toddler, to visit my ailing mother. I live an hour and a half from the ***********, the bag was 67 inches and the ignored rule is 62 inches. My toddler and I both had tickets as my toddler is over 2 years old. Because she is a passenger we could have had 4 bags with 62 inches putting in the plan a total of 248 inches and we only had one bag of 67 inches and I was charge 200$ for this with no other option and even when I had family members that used the same luggage and traveled with more bags on January of 2025 and no charge or any mentioned of it was said. Im humbly requesting a full refund of the charge.

  Business Response

  Date: 05/01/2025

  Attached is the response to BBB Complaint23271231

  Customer Answer

  Date: 05/02/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/30/2025

  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.

  Southwest closed my case for tge luggage they mishandled.Attached is the luggage bag ticket southwest for the checked bag.That would be proof that the luggage was broken day 3/31/25 took the flight back to ****************This sticker from southwest showing that it was the day and time i got off the plane from southwestoakwn66463850.Mishandled luggage and broken the bottom even the inside was ********** a loyal customer i would ask 500 for ********************** voucher for my compensation.Mishandled damaged baggage claim denied by southwest airline.Took WN66463850 from ***** to ******* on 3/31/25.Lugggae was totally damaged when we arrival oak airport and mishandled by southwest the bottom of the luggage was broken can can not use .Took the picture and upload to the claim qrcode they provide at the luggage place.Communication was insufficient and the voucher they offer was under my expectations and value they damaged mishandled.Southwest closed the case without my permission.The hole of the luggage they mishandled also my brooch and lv denim jewel was ********** a loyal customer for ********************** this is the worst experience and worst customer service I have had before.looking forward for the understanding settlement.

  Business Response

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/30/2025

  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.

  Through gross negligence and lack of preventative procedures and controls, Southwest Airlines allowed an unknown person to assume control of my Southwest Frequent Flier account #***********. Through rudimentary methods an impersonator called SouthWest and was able to change the member's name and address without presenting any verification or proof of identity. This was confirmed during one of the numerous support calls to SouthWest to remedy the issue. I have been unable to retrieve my account and my lost miles and travel vouchers associated with the account of an estimated value of $1000. I am requesting immediate assistance to restore my account and ******************** return my lost miles and travel vouchers. I have numerous hours on phone support and feel I have exhausted all my options to resolve directly with SouthWest without intervention from additional services.

  Business Response

  Date: 05/01/2025

  
  Attached is the response to BBB Complaint 23270811
  
  

  Customer Answer

  Date: 05/06/2025

  I have reviewed the business response and accept this resolution.