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

  4600 International Gtwy John Glenn Columbus International Airport Columbus, OH 43219

• 

  Southwest Airlines Co.

  2320 E Jones Ave Phoenix, AZ 85040

• 

  Southwest Airlines Co.

  3800 E Sky Harbor Blvd Phoenix, AZ 85034

• 

  Southwest Funding

  725 Airport North Office Park Ste 725 Fort Wayne, IN 46825

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:04/26/2025

  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.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising 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.

  In order to maintain A list status a Southwest customer must fly 20 qualifying one-way flights in a year. Southwest defines a qualifying flight as a revenue generating flight. I booked a flight with points and paid the $5.60 tax and fee in cash. The $5.60 paid clearly is revenue generating. It's well established both under the tax code and in ordinary language the definition of revenue includes taxes. If I sell a widget for $5.60 and have to pay the government $5.60 this is a revenue generating transaction. Even if the profit is zero. It doesn't matter if I pay $500 for the widget that I sell for $5.60 and $5.60 goes toward taxes this is still a revenue generating sale.

  Business Response

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/15/2025

  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 purchased a round-trip flight for my daughter and I. I used MY **************** card to make the purchase. I did not realize that my phone filled in the incorrect information for me and the correct information for my daughter. I discovered this today when I received an email for my upcoming flight. When I discovered this, I contacted "****" on FB Messenger and was basically told to pay another $280.00+ and book myself again. Instead of simple information correction. Going to file a FRAUD dispute as well as this is fraud.

  Business Response

  Date: 04/19/2025

  BBB complaint ******** was handled by social conversation on 4/17/2025

• Initial Complaint

  Date:04/14/2025

  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 attempted to use my voucher from southwest. The trip I planned to use it for is within the issue/expiration date . It applied at first then it didnt. Contacted customer service only for the agent to half help me. Now what I would like to happen is to have the voucher reissued.

  Business Response

  Date: 04/15/2025

  Attached is the response to BBB Complaint 23203322

• Initial Complaint

  Date:04/13/2025

  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.

  Yes, I had recently traveled under confirmation number 3MNHWV Southwest Airlines, which my outbound flight and connectors were delayed, which my luggage was misplaced and didn't arrive to the destination airport (ELP), until after I had left airport grounds (several hours later), resulting in miscellaneous expenses per the attached receipt for necessities, plus $5.00 out of pocket to my Son while visiting for a travel kit. Thus, I am seeking approximately $70 reimbursement from the subject airline please. Thanks!

  Business Response

  Date: 04/15/2025

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

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because:

  I am currently unable to view the provided response by the business in "MS ***** format, which requires software licensure.  Please provide their response in PDF format please.  Thank You!

  Customer Answer

  Date: 04/28/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/13/2025

  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.

  I reached out to Southwest **************** the week of April 7th to cancel my flights to and from *******-*********, scheduled for May 17th and May 21, 2025 respectively. I requested a cancelation because I am having surgery in early May and will be unable to fly. I first called **************** and the ***** I spoke to said that was reasonable and directed me, while on the phone, on how to file a formal request to be refunded for my flight. On April 12th, I received a **** email back from "Crystal" at Southwest, saying that they would only offer me flight credit- not an actual refund- despite the first ***** telling me a refund of this kind was possible and would be granted since I have never made a request like this before. I responded asked her how I could either appeal or escalate their decision and have not received a response. I'm asking to be refunded for the two flights I am unable to take due to a medical issue and Southwest's lack of response and customer service due to a temporary medical disability is appalling.

  Business Response

  Date: 04/15/2025

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

  Customer Answer

  Date: 04/15/2025

  Hello- I received the response to my BBB complaint from Southwest; but could use some clarification. My original complaint was for two flights; one from *******-********* on 5/17 and one from ********* back to ******* on 5/21. Their response only addresses the second flight on 5/21; despite both of these flights being for the same trip and a cancelation required for the same reasons. Can you please clarify if I will be refunded for both flights? If not, why not? 

  Customer Answer

  Date: 04/16/2025

  I am rejecting this response because:   

  Hello- I received the response to my BBB complaint from Southwest; but could use some clarification. My original complaint was for two flights; one from *******-********* on 5/17 and one from ********* back to ******* on 5/21. Their response only addresses the second flight on 5/21; despite both of these flights being for the same trip and a cancelation required for the same reasons. Can you please clarify if I will be refunded for both flights? If not, why not? 

   

  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:04/10/2025

  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.

  We were on standby for flight 2810 from ******* to ******* on 4/5/25. We got a text saying to gather your stuff and go to the customer service *** for boarding passes. We get there and they say we can only get 3 of you on. Not a big deal so my wife and kids get on and she says to stay close as there might be a seat. We were the first 4 on the stand by list. Well come to find out, someone who got on the list after me got on the flight and I was still not cleared... How can we be the first 4 to sign up and I get moved???

  Business Response

  Date: 04/15/2025

  Attached is the response to BBB Complaint 23187656
  

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because:   The way it was handled and how I got pushed down is unacceptable. **************** lady was just like thats what happened and too bad. We paid for early upgrade and didnt even get that. Kids got on and parents saved seats. Didnt even sit with family on way down to *******. Not accepting response. 

• Initial Complaint

  Date:04/06/2025

  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 2/26/25, I purchased a ticket for $297.95 and used my ****** to buy it. However, SW DID NOT process this transaction and blamed PP instead. To make this short, their rude agent booked my flight without honoring the original price that they offered. I paid $360.57 instead. I contacted their customer relations regarding this issue, and they suggested that I complete my travel and email them again. I contacted them 2-3 times when I got back but have not received a reply nor a refund of $62.62, which was the difference from the original ticket that I supposedly purchased the first time.

  Business Response

  Date: 04/15/2025

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

  Customer Answer

  Date: 04/15/2025

  Thank you 

• Initial Complaint

  Date:04/05/2025

  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.

  these jokers delayed my philly flight making me late for my connected flight in *** when i arrived to ***. i was then delayed almost an additional 5 hours due to inclement weather and gad to sleep on the floor of the hotel for that entire time period when i arrived to ******, i got absolutely no help for the customer service representative i spoke to and she hung up on me as i was complaining i am not pleased and was simply offered only the potential of receiving a voucher for my trip when i needed to spend more money just to survive

  Business Response

  Date: 04/15/2025

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