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

  11a50 Regional Ln Fort Myers, FL 33913

• 

  Southwest Airlines

  10 Alan Shepard Way Oakland, CA 94621

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: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. 

• 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.

  So we got LUV vouchers for having a bad experience on a flight and they were issued so we took a trip on march of this year we booked the trip I believe in October and for whatever reason they didnt work when we tried to apply them so I contacted southwest before they expired and I was told that they would reissue them to let for another email and I just assumed that they sent it so when the trip came up and I tried to look for the credits to make a change to the flight back I could not find them and I talk to a representative in the airport and they said that there wasnt anything she could do. So I just want to be able to use them since we werent able to use them for that particular vacation and we have a trip that we are planning coming up in July. I am attaching the pictures with the information on them

  Business Response

  Date: 04/30/2025

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

• Initial Complaint

  Date:04/29/2025

  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.

  See narrative attached.

  Business Response

  Date: 05/29/2025

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

• Initial Complaint

  Date:04/29/2025

  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.

  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: 04/30/2025

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

  Customer Answer

  Date: 04/30/2025

  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.

  Customer Answer

  Date: 04/30/2025

  as a loyal customer 500 voucher compensation is my asking .

   

  Customer Answer

  Date: 04/30/2025

  I am rejecting this response because:   

  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.

  Customer Answer

  Date: 04/30/2025

  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 southwest oakwn66463850.

  Mishandled luggage and broken the bottom even the inside was missing.

  As a loyal customer i would ask 500 for ********************** voucher for my compensation.

  Customer Answer

  Date: 04/30/2025

  I kept communicate with southwest protal got the message from *** .

  I provide the proof that the luggage was mishandled by southwest and they still denied claim without any reasonable explanation.

  Need to talk about further settlement .

  Please advise.

  Customer Answer

  Date: 04/30/2025

  and they closed the case which was not acceptable.

  they have my tag number and file was closed.

  Customer Answer

  Date: 04/30/2025

  and they closed the case which was not acceptable.

  they have my tag number and file was closed.

  Customer Answer

  Date: 04/30/2025

  and they closed the case which was not acceptable.

  they have my tag number and file was closed.

  Business Response

  Date: 05/02/2025

  Attached is the response to BBB Complaint 23265009
   

  Customer Answer

  Date: 05/02/2025

  I am rejecting this response because:   

  My case was closed by southwest.

  They denied my claim and  deny compensation cause my luggage damaged.

  uunacceptable.

  please advise.

• Initial Complaint

  Date:04/28/2025

  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.

  My luggage was damaged by the baggage handlers while traveling with Southwest Airlines. I filed a claim with them but they denied my claim and told me it had to be filed within 4hrs of my flight. How was I supposed to know that? This has never happened before. I called them to escalate the case but they will only give me a $50 flight voucher that expires in 1 year. I do not need a flight voucher. I need my luggage replaced.

  Business Response

  Date: 04/29/2025

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

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service 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.

  To Southwest Airlines Customer Service,Im writing to formally express my frustration and disappointment with the treatment my family received at the gate on April 19 at ************************************* (STL), prior to Flight 1666 to **************** (DCA).We were standing in the family boarding line when confusion arose about the rules for children over six. There were no clear instructions provided, and when my sonwho is just over the age limit and is also autisticstarted to follow his dad in line, a gate agent yelled at him. This was completely inappropriate and unnecessarily aggressive. My son was confused and distressed, and rather than offering a calm explanation, the situation was handled in the worst possible ****** the same time, I was having trouble accessing my boarding pass through the Southwest app, adding to the stress. Because of the poor handling of the boarding process, my son ended up unable to sit with either parent. This caused him a great deal of anxiety, which could have been avoided with even a minimal effort to communicate or assist.Traveling with childrenespecially one with special needsrequires a little patience and basic human decency from airline staff. On this occasion, that was completely lacking. I expected better from Southwest, a company that prides itself on customer care and family-friendly service. This experience was upsetting, and I hope it prompts serious reflection and retraining for the staff involved.

  Business Response

  Date: 04/29/2025

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

  Customer Answer

  Date: 04/29/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/26/2025

  Type:Order 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.

  We are submitting a formal complaint regarding a serious incident involving Southwest gate agent Ms. ******* at ***************** on April 1, 2025 (Flight #**** to *********). Despite Early Bird check-in and upgraded A2/A3 boarding, we were unjustly denied boarding by an agent who acted with hostility, raised her voice, and behaved in a retaliatory and demeaning manner.We followed all directiveschecked our wagon, reduced our bags, and complied fully. Still, Ms. ******* repeatedly declared we were not ready to board, cutting us off and escalating the situation without cause. When we calmly expressed concern over her behavior, she falsely accused us of using profanity and radioed, Get the Leons off the flight. My sister, who had not spoken, was also removed without justification.We requested a supervisor. Ms. ****** (******) confirmed Ms. ******* failed to follow required protocol and observed that we were respectful and composed, directly contradicting the gate agents claims. Her actions were retaliatory, excessive, and a clear abuse of ************ a result, we missed the final flight of the night, paid out-of-pocket for hotel and pet accommodations, and my sister missed a critical pre-op appointmentnow delayed by a month. The financial burden, emotional distress, and disruption were entirely preventable.We respectfully request:1.A full investigation into Ms. ******** conduct;2.Reimbursement for all related expenses;3.A written response detailing corrective actions taken.This incident reflects a serious breakdown in professionalism and accountability. As long-time customers, we are deeply disappointed and expect immediate action to address this unacceptable treatment.Sincerely,******* ****, Doctor of Pharmacy ******* ****, Major, U.S. Air Force (Ret.)

  Business Response

  Date: 05/03/2025

  Attached is the response to BBB Complaint 23255072
  

• Initial Complaint

  Date:04/26/2025

  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.

  Back in March of 2025, we volunteered to take a later flight to help Southwest board passengers for a flight. We were promised $800 flight vouchers and an extra night at an all inclusive resort in *******After everyone had boarded, the gate agent told us that Southwest cancelled the operation and that they could fit us on the flight. Great news, of course, but I asked the gate agent if they had 3 seats together since we werent able to board in family boarding. He made a few calls (in Spanish) and then told us that the flight crew would save 3 seats together.Long story short, that didnt happen, and the flight crew made my son (who was individually ticketed, over the age of 2) sit on my wifes lap for part of the flight. He has ****************** and cried the entire time.I wrote a complaint to the online team about this, and they responded with $100LUV vouchers (never called or emailed me). Complaint # ********* I called your customer care center, and relayed my story and your representative also thought what we experienced was ridiculous, and she encouraged me to fill out the online complaint form again, and to make it clear that I wanted to receive a call about this issue.This was complaint # *********.This time, your online resolution team basically said that what we received (a 100 voucher) was sufficient and NO ONE called me, even though I was very clear that I wanted a call back AND left my number and rapid rewards number.Its not our fault your company had a s*** show going on that day, and we were only trying to helpwhen you made our entire trip home unnecessarily painful and (somewhat) unsafe. Doesnt the *** say that a 2 year old cant ride on a lap?I would like a call about this issue, and I would prefer to get the comp we were promised at the airport for helping.

  Business Response

  Date: 05/27/2025

  Attached is the response to BBB Complaint 23254972

• Initial Complaint

  Date:04/23/2025

  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.

  I flew with Southwest Airlines on April 18, 2025 going from ******* to *******. When I arrived to my location, there was two bags missing from my suitcase, which included a make up bag that had a lot of makeup in it, also there was an essential grooming kit that was missing for my bag. In its place, I found a pink bag that contained someone else elses bras, underwear, and socks. Southwest does not want to reimburse me for their error in misplacing my items in somebody elses bag and vice versa. And total that was a $200 value that was in my bag that went missing. I am looking to get reimbursed or replacement for my missing items. I called the ******* location as soon as I noticed the items were missing however, I was directed to contact the ******* location at ************* because thats where my bags arrived. Nobody answered the phone at the ************* location and Ive called multiple times before I had to call customer service again to get the claim filed. Southwest has no empathy in their fault for my stuff getting misplaced, but they want me to fly again with them.

  Business Response

  Date: 04/28/2025

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

  Customer Answer

  Date: 05/02/2025

  What exactly is a $200 flight voucher supposed to accomplish when my missing belongingsvalued at that same amountcould have been misplaced in someone else's luggage, or just taken out and not put back in? The only reason Southwest Airlines is now attempting to mitigate the situation is because a BBB complaint was filed. Initially, my claim was entirely disregarded, dismissed without so much as a proper investigation.
  Upon landing within the designated timeframe, I made repeated attempts to contact Southwest's offices, only to be met with absolute silence until days later. Even ******, who left a voicemail on April 24, 2025, at 10:19 AM CST, could offer no coherent explanation for why my possessions were removed from my bag. Her response was riddled with speculation: "More than likely, the item was with a bag of items that wasnt yours. Maybe it came out when the bag was unloaded. Maybe that little bag of items was closest to yours, so they just threw it in your bag. I understand that that is quite strange, and I dont really have an exact explanation.
  So is it standard protocol for Southwest Airlines to rummage through passengers luggage post-unloading, misplace their belongings, and then evade accountability?
  Additionally, when I finally managed to reach their *************** location in ******* nearly a week later, ******** informed me that if my items were there, they would have been sent to the central lost and found facility in *******. However, she was unable to provide either a phone number or a physical address for this location, instead directing me to submit an inquiry through the baggage claim portala portal where representatives merely perpetuate the same cycle of deflection and unhelpful responses. To make matters worse, when I spoke with ****** on May 2, 2025, she informed me that even Southwests customer service department does not have the contact information for the lost and found center in *******. How is it acceptable for a major airline to operate without a direct means of communication for tracking passengers' misplaced belongings?
  The time and effort wasted in issuing a flight voucher could have been better spent processing a direct reimbursement to compensate for the items your airline lost. In all my experiences flying with Southwest Airlines, I have never encountered such egregious mishandling of personal property. At every turn, I have been met with evasion, excuses, and administrative incompetenceall for the sake of avoiding accountability.
  I did not request nor consent to having someone elses undergarmentsbras, underwear, and socksplaced in my luggage. I expect proper restitution, not empty gestures.
  

  Customer Answer

  Date: 05/05/2025

  I am rejecting this response because: It's not good enough. 

  What exactly is a $200 flight voucher supposed to accomplish when my missing belongingsvalued at that same amountcould have been misplaced in someone else's luggage, or just taken out and not put back in? The only reason Southwest Airlines is now attempting to mitigate the situation is because a BBB complaint was filed. Initially, my claim was entirely disregarded, dismissed without so much as a proper investigation.

  Upon landing within the designated timeframe, I made repeated attempts to contact Southwest's offices, only to be met with absolute silence until days later. Even ******, who left a voicemail on April 24, 2025, at 10:19 AM CST, could offer no coherent explanation for why my possessions were removed from my bag. Her response was riddled with speculation: "More than likely, the item was with a bag of items that wasnt yours. Maybe it came out when the bag was unloaded. Maybe that little bag of items was closest to yours, so they just threw it in your bag. I understand that that is quite strange, and I dont really have an exact explanation.
  So is it standard protocol for Southwest Airlines to rummage through passengers luggage post-unloading, misplace their belongings, and then evade accountability?
  Additionally, when I finally managed to reach their *************** location in ******* nearly a week later, ******** informed me that if my items were there, they would have been sent to the central lost and found facility in *******. However, she was unable to provide either a phone number or a physical address for this location, instead directing me to submit an inquiry through the baggage claim portala portal where representatives merely perpetuate the same cycle of deflection and unhelpful responses. To make matters worse, when I spoke with ****** on May 2, 2025, she informed me that even Southwests customer service department does not have the contact information for the lost and found center in *******. How is it acceptable for a major airline to operate without a direct means of communication for tracking passengers' misplaced belongings?
  The time and effort wasted in issuing a flight voucher could have been better spent processing a direct reimbursement to compensate for the items your airline lost. In all my experiences flying with Southwest Airlines, I have never encountered such egregious mishandling of personal property. At every turn, I have been met with evasion, excuses, and administrative incompetenceall for the sake of avoiding accountability.
  I did not request nor consent to having someone elses undergarmentsbras, underwear, and socksplaced in my luggage. I expect proper restitution, not empty gestures

  Business Response

  Date: 05/06/2025

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

  Customer Answer

  Date: 05/06/2025

  I am rejecting this response because:   

  What exactly is a $200 flight voucher supposed to accomplish when my missing belongingsvalued at that same amountcould have been misplaced in someone else's luggage, or just taken out and not put back in? The only reason Southwest Airlines is now attempting to mitigate the situation is because a BBB complaint was filed. Initially, my claim was entirely disregarded, dismissed without so much as a proper investigation.
  Upon landing within the designated timeframe, I made repeated attempts to contact Southwest's offices, only to be met with absolute silence until days later. Even ******, who left a voicemail on April 24, 2025, at 10:19 AM CST, could offer no coherent explanation for why my possessions were removed from my bag. Her response was riddled with speculation: "More than likely, the item was with a bag of items that wasnt yours. Maybe it came out when the bag was unloaded. Maybe that little bag of items was closest to yours, so they just threw it in your bag. I understand that that is quite strange, and I dont really have an exact explanation.
  So is it standard protocol for Southwest Airlines to rummage through passengers luggage post-unloading, misplace their belongings, and then evade accountability?
  Additionally, when I finally managed to reach their *************** location in ******* nearly a week later, ******** informed me that if my items were there, they would have been sent to the central lost and found facility in *******. However, she was unable to provide either a phone number or a physical address for this location, instead directing me to submit an inquiry through the baggage claim portala portal where representatives merely perpetuate the same cycle of deflection and unhelpful responses. To make matters worse, when I spoke with ****** on May 2, 2025, she informed me that even Southwests customer service department does not have the contact information for the lost and found center in *******. How is it acceptable for a major airline to operate without a direct means of communication for tracking passengers' misplaced belongings?
  The time and effort wasted in issuing a flight voucher could have been better spent processing a direct reimbursement to compensate for the items your airline lost. In all my experiences flying with Southwest Airlines, I have never encountered such egregious mishandling of personal property. At every turn, I have been met with evasion, excuses, and administrative incompetenceall for the sake of avoiding accountability.
  I did not request nor consent to having someone elses undergarmentsbras, underwear, and socksplaced in my luggage. I expect proper restitution, not empty gestures.