Business Profile

Airlines

Southwest Airlines Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Southwest Airlines Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,589 total complaints in the last 3 years.
459 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.

Initial Complaint
Date:04/04/2025
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.
My wife and child were in ******, ** on August 5th, 2024 and their flight was changed by five hours in the middle of the evening without so much as an email, phone call etc. All that was given was a change of flight time on boarding pass and nothing else. Confirmation number for this flight 295K64. My wife and child then had to take an **** to ************ and pay an additional $1517.96 to get another flight from a different airline and all they told us was "Oh well, tough luck!" Now I booked another flight to **********, NH on March 5th, 2025 for a hockey tournament for my son. This tournament than was rescheduled, so I cancelled my flight. Now mind you the flight was not supposed to be until April 24th, 2025. I cancelled the flight within a couple days of ordering it and was told that the cost of $2047 was going to be non-refundable now. So instead of refunding me the over $2,000 I was given a credit of $617! This is nothing more than fraud and taking advantage of hardworking good people. This flight confirmation # is 2XBE98.I am a combat veteran of the ********* and a retired Police Officer and then wipe their feet on my back because I don't have attorney's on speed dial. This is thousands of dollars they have taken advantage of me on a modest income.
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: They are stating this was a no show under their policy. That is not the case here at all. The fact of the matter is and remains the facts the flight was changed by hours in the middle of the evening without so much as an email or phone call. There were numerous people that were not able to take this flight because of this. Therefore, The reason for the complaint is in fact valid.
Customer Answer
Date: 04/15/2025
Furthermore they are simply trying to say that the reservation was changed in May when in fact, it was changed the morning of the flight by four hours. I know there is digital records of this and demand resolution.
Initial Complaint
Date:04/03/2025
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 earned two companion passes for 2025 (one earned in 2024 and one earned in 2025). You are supposed to have 3 changes of companion per pass per year. Because there was an overlap of my companion pass, Southwest is telling me I cant change my companion three additional times under my new companion pass. This is deceptive.
Customer Answer
Date: 04/03/2025
My complaint has been resolved by Southwest.
Business Response
Date: 04/07/2025
BBB Complaint ********* was addressed by phone/Social conversation on 4/3/25
Customer Answer
Date: 04/09/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/02/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 February ******* I traveled from ********* to ******* using Southwest Airlines. When I arrived i was informed that my luggage was either misplaced or stolen in their care. They informed me that they had 5 days to try to locate my luggage and after that they would reimburse me for my lost items. I turned in receipts for some of my missing items and now theyre telling me theyre not willing to go through process unless i have a police report with department of phoenix. They never told me anything about needing a police report from ******* until now.I couldve done that when i was there, Im back home in ********* now. Everyone i spoke with said as long as i had receipts they would reimburse me. The File ID # *************
Business Response
Date: 04/07/2025
BBB Complaint ********
Customer Answer
Date: 04/23/2025
After filing a police report with the ************************* like they asked; today they notified me that my claim has been denied. I did everything they asked. Provided them with receipts, police reports, flight confirmation and documentation of the initial claim that was made by their employees. My luggage was lost in their care. How can they deny my claim? Ive been nothing but patient and understanding when i knew they were trying to prolong the process. But to completely deny my claim and not compensate me in anyway is completely unfair.
Business Response
Date: 04/30/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:04/01/2025
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.
Damaged baggage claim denied. My golf bag arrived in ****** from ************ Cabo crushed. It looked as though it got run over. The bottom was busted open, and even the bottom of the golf club bag itself was ripped open. They said it was improperly packaged. Theres only one way to put clubs in the bag, and based on the damage the packaging wouldnt matter.
Business Response
Date: 04/07/2025
BBB Complaint ********
Initial Complaint
Date:04/01/2025
Type:Billing 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 have been trying to use my rapid rewards account towards a hotel stay. I have been trying since 3/25/2025. When attempting to book I'm getting a message that says transaction can't be completed. and to call or email. I've done both and no one can tell me what I can't book.
Business Response
Date: 04/07/2025
BBB Complaint ********
Customer Answer
Date: 04/07/2025
I am rejecting this response because: The response they provided isnt resolving the issue. The *** said that its a 3rd party issue and asked me to call the 3rd party from the error message. The error message is providing Southwests infor not the 3rd party I need to contact. I need the contact information of who I should be calling.
Business Response
Date: 04/29/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:04/01/2025
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.
This complaint is regarding one of my recent trips booked with Southwest for ***** points and $5.60 that Im now completely out of. I arrived to the airport just under two hours after my flight departed due to getting into a car accident with my Lyft driver. I did everything I could to get to the airport after that incident. Upon arriving I explained my situation to the representative who told me I had just missed the deadline to be put on standby. This is quite ridiculous because it took ********************************************* just past the 2 hour limit they apparently have. I dont see why an exception couldnt have been made when they had multiple flights still leaving out that day. I was forced to exchange my return flight for a new flight and pay another $225 on top of that. This is $500+ for a one way at this point. Theyre claiming that since I didnt have the chance to cancel or change my flight ****************************************************************************************************************************************** I never even received a text message as that time approached. Southwest doesnt do enough to make sure their customers are aware of the policies until after the fact when we are being told were out of luck. If this is the way Southwest customers are treated then I would prefer to find another airline to take my business. I have been mainly using Southwest for years, no matter the destination. But they are slowly becoming bottom tier.
Customer Answer
Date: 04/10/2025
This is an entirely different complaint about a different situation that happened on a different date and was incorrectly closed by bbb
Business Response
Date: 04/18/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 04/18/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/31/2025
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 bag was damaged in 12/2024 on a flight from ****** to ******. I filed a complain and asked for a refund for the bag value. I keep calling Southwest to resolve the issue and they continue provide me with a "pending status" updates of my complain. No physical person from that **** has called me to update me on the resolution of the issue, and I still do not have a refund or resolution to this complaint.
Business Response
Date: 04/02/2025
Response to BBB Complaint is attached 4/2/2025
Customer Answer
Date: 04/02/2025
I am rejecting this response because: It is the same message I have been provided for the past few months that my status of the file is pending. This case has bene open and penned since 12/2024. This is not acceptable.
Business Response
Date: 04/07/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 04/07/2025
I am rejecting this response because: there is no resolution to this issue (still). Once I receive the message stating that the file/claim has been resolved, I will accept it. The link that the southwest keep sending every time I message them continues to have the same response - file open and case is pending. This does not provide me with any information. This is the same message I have been hearing for the past 4 months now. If there is someone (in fact) working on it in the next 30 days and will resolve it, then I will accept the businesses response, for right now it is unacceptable. This continues to be back and forth game with the Southwest Airlines.
Initial Complaint
Date:03/30/2025
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.
This afternoon I was attempting to book a round trip flight from *********, ** to ******, ** from April 18, 2025 to April 21, 2025. I entered voucher information (4AAOUO), which had a balance of $153.99 and put my bank information in for the remaining $12.97. I got an error message on the app, which I didn't think to take record of. In that time, the $153.99 voucher was depleted and the $12.97 was taken from my bank account, but there's no record of a booked flight. I thought maybe the issue was the app, so I attempted to log into my account on **************************, but when attempting to log in I get a message that says "We are currently unable to complete your request". I spoke with a customer service agent who told me they couldn't help me. I'm not going to rebook in the event this happens again, not to mention I was looking to use my voucher.
Business Response
Date: 04/02/2025
BBB Complaint ********
Initial Complaint
Date:03/29/2025
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.
After having my e-mail hacked, and my gift card stolen and fraudulently used, I promptly reported this theft to Southwest. I was informed that the person who used my stolen gift card had their ticket canceled and that they would need to pay the $500 difference once they arrived at their airport.I previously spoke with two separate representatives on March 8, 2025. The second representative I spoke with informed me that the gift card, which was fraudulently used, had been canceled for the person who used it. I was also told that the revenue team would investigate the matter and that the funds would be refunded to **********************, the original purchaser of the gift card, within approximately ten days.Since Prime Time purchased the gift card directly through the Southwest website on October 8, 2025, as opposed to through a third party, I was under the impression that the refund would be processed back to the original purchaser. However, when I contacted your social media page, I was informed that Prime Time must now mark the transaction as fraudulent on their credit card, which is inaccurate, as the purchase was made lawfully. I also spoke to ***** ****** over the phone who once again said ** has to declare the transaction as fraud. Unfortunately, it has been > 60 days since the purchase and as such, PT cannot mark the transaction as fraud, and the time has ******* seems that the $500 gift card is being held hostage by Southwest, and I was instead offered a $200 LUV voucher instead of the full $500 credit. If the person who used my gift card had their flight put on hold as a result and will have to pay $500 before boarding their flight, then why can Southwest not give me the money that they already have from my gift card? I appreciate your prompt attention to this matter and look forward to your response.
Business Response
Date: 04/02/2025
BBB Complaint ********
Customer Answer
Date: 04/02/2025
I am rejecting this response because: I was previously advised that the $500 gift card that was fraudulently used was cancelled for the person who fraudulently used it. Southwest is refusing to refund me this amount now. So it is my understanding that Southwest has a $500 but is not willing to re-allocate that money to the person who the gift card was intended for which is me.
Business Response
Date: 04/07/2025
BBB Complaint ******** requires additional review. Southwest Airlines will contact the Customer to address their concerns
Initial Complaint
Date:03/28/2025
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.
We booked tickets 2/11/25 for my 2 daughters on ************************ using my father's credit card, per his request (he was in the hospital dying and had me book flights for the next morning). A confirmation email was received. The next morning at **********, the boarding passes were scanned and there was was no indication of an issue. When my daughters went to board, they were stopped and told to go to the ticketing agent as there was a problem with their passes. The agent needed the credit card to pay for the flights again, but it took so long that they couldn't board and had to wait for the next flight, hours later. This caused further issues for us with the shuttle we had booked to get them at the airport in *******. We had never received an email or any other contact to inform us of an issue with the credit card at booking. The only email we ever received from Southwest was the flight confirmation. I contacted Southwest immediately but they refused to help us with the issue and handled it completely unprofessionally.
Business Response
Date: 04/02/2025
BBB Complaint ******** was addressed by phone conversation on 03/30/2025.
Customer Answer
Date: 04/02/2025
I have reviewed the business response and accept this resolution.

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Southwest Airlines Company is NOT a BBB Accredited Business.