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

  3519 Sw 2nd Ave # 5 Fort Lauderdale, FL 33315

• 

  Southwest Airlines

  Tampa International Arprt Tampa, FL 33622

• 

  Southwest Airlines

  PO Box 9358 Albuquerque, NM 87119

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:03/26/2025

  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 am requesting a refund for a flight date change that was made on the 13th of March. The original itinerary booked for the return flight was from *** to ***. I changed my return date from the 22nd to the 21st with the returning flight going from *** to ***. This change to my itinerary was done within 20 minutes of the original booking but I received a travel credit. I would like a full refund back to my original form of payment as there was no indication on the online website at time of booking that there was a difference between making a flight change and making a flight cancellation. This is my first time booking with Southwest and I spoke with two customer service agents that were unable to resolve this issue or direct me to a supervisor. I filed a complaint through Southwests help desk and received an email on the 24th of March from HQ that neither addressed or resolved this issue.

  Business Response

  Date: 04/15/2025

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

• Initial Complaint

  Date:03/25/2025

  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.

  Date of transaction: 03/05/2025 Date of cancelation: 03/11/2025 Date of Trip: May 2025 Total purchase price: $353.90 Confirmation #: 2MTHUB I purchased 2 tickets using my debit card; on the original transaction the only Rapid Rewards (RR) number used during purchase was my RR#. I canceled the trip within the required timeframe/policy to be eligible to receive reimbursement via "flight credit" to use towards a future flight. However, $176.95 from the original purchase price was given to another passenger by Southwest. I called Southwest on 03/25/2025 inquiring to have the funds/credit be appropriately applied to the original source of payment/account holder e.g., where and who the monies came from, and the representative refused.

  Business Response

  Date: 03/31/2025

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

• Initial Complaint

  Date:03/24/2025

  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 recently received a travel voucher from Southwest Airlines; however, it was sent to an incorrect email address that I do not have access to. I have contacted Southwest Airlines customer service multiple times to resolve this issue, but I have not received a satisfactory resolution.Despite verifying my identity and explaining the situation, I have been told that the voucher cannot be reissued to my correct email. This is unfair, as I never received the voucher due to an error in the email address on file. I am requesting that Southwest Airlines resend the voucher to my correct email address so I can rightfully use the credit that was issued to **** would appreciate prompt assistance in resolving this matter. Thank you.

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/23/2025

  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.

  On 2/26/2025, I booked a round-trip flight (4R7MKG) from LAS to LAX departing 2/27/2025 and returning 3/31/2025. I made an error in the departure which should have been 3/27/2025 instead of the next day. Unfortunately, February has 28 days so both months have the 27th fall on a Thursday and I did not notice my error.I registered my phone number for flight text notifications as I have done on all flights booked for the past ~20 years. Every flight, I have always received a text to check in and never received a notification for this flight. On 3/22/2025, I went into my app to confirm all of my travel reservations for the following week and it said "no flight". I went back to my email and found my error and another email telling me the entire reservation had been cancelled.I called to ask for my return flight to be restored because it hasn't flown yet and was told no, I forfeit the funds for the entire flight when I am a "no-show". I understand I am responsible for my own error, but I should be allowed to fly a return flight I paid for that hasn't flown yet. Purchasing a new flight means i am paying for the same flight twice. How is an airline allowed to sell a set twice for a flight that hasn't flown yet? This is double-dipping and should not be allowed.I am a loyal customer of 20 years and made a mistake because I had a very sick family member at the time and I am understanding that I need to pay for the flight I was a "no-show" for, but Southwest is partially to blame because they never sent me a text notification that I signed up for on their website. Had I been notified to check in, I would have been aware of my error and rescheduled the departure prior to the flight's departure and still been able to fly my return flight.The only compensation I am seeking is to be allowed to fly the return flight on March 31, 2025 from *** to LAS.

  Business Response

  Date: 03/27/2025

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

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair 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.

  My uncle died unexpectedly and my brother and I were going to fly up to attend his funeral. Our flight was for 3/13/2025. My brother does not fly nor does he have an account with ********************. Because of this, I paid for both of our tickets for $1262. On the morning on 3/13 the weather was predicted to be bad for ********* and ******* (tornados) rating 5/5. We decided we needed to stay with our children. I cancelled the flight, thinking I would get the full credit to my account. They only gave me 1/2. When I called they said $626 credit was sent to the other passenger aka my brother . I explained the situation and I was told they would not give me the credit regardless that the money came from me, and I had to send a complaint online. I sent the complaint and requested a call and left my number. I got a email a few days later stating the same thing I was told on the phone and did not address my concerns or call like I requested. I then put in another complaint referencing the previous complaint and asked for another call, however, still no response in 5 days. Not only did I just lose my uncle, but Southwest took $626 from me. They claim to be the airline with heart as their slogan. This does not seem to be the case. They dont even have proper identification except a name and birthday on my brother that I typed in for him. I was able to make, pay, and cancel for another human being yet the credit doesnt come back to me? Make that make sense. The lack of care and just overall customer service makes me feel extremely unvalued as a loyal customer.

  Business Response

  Date: 03/27/2025

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

  Customer Answer

  Date: 03/28/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/22/2025

  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 need to change my email associated with my Southwest account for security purposes. I have tried on my phone in the app and on several web browsers on my phone and my laptop, and I always get an error message when trying to change it. Today when I logged in again to try, my address and phone number had been wiped from my account and I had to reenter them. I emailed Southwest and they have not responded for over a week now. I just called customer service and they said they can't help me and that currently they are taking 30 days to respond to emails. This is horrible customer service. I need to be able to protect my sensitive information in an expedient manner. I would like Southwest at this point to permanently delete my rewards account and my data associated with it. I can provide a rewards ID # upon request, but the account is associated with the email I listed here.

  Business Response

  Date: 03/27/2025

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

• Initial Complaint

  Date:03/21/2025

  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.

  We booked a trip with Southwest Airlines Vacations last March. We cancelled the trip in June as we werent able to go. We received a travel credit for a portion of the trip ($737.32+$737.33) and $889.96 has still not been credited. I have called them for weeks on end and they keep telling me to call back as Southwest has no released the funds to credit us yet. I have asked for a supervisor multiple times and they refuse to give me one. I have been on the phone with them for hours and its a run around story about how I need to keep calling back. Im frustrated and not sure what else to do.

  Business Response

  Date: 04/09/2025

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

  Customer Answer

  Date: 04/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/21/2025

  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 landed in ************** on 3/19/25 picked up my suitcase off of Carousel 5 and found it was completely damaged. Scratches, marks and 1 missing wheel. Immediately reported to claims ***** Explained and was very upset. They only offer 2 options. I was very unhappy. I asked if they can help/trolling the suitcase to the train station. As this was my transportation I have originally plan. Southwest sale representative and manager told me no. I walked out pushed the 3 wheel suitcase down 2 flights of stairs/esculator went train and also walked 12 minutes to the hotel. During time my wrist turned red and my left palm was in pain. I took over counter meds, being forced to push a 3 wheel suitcase throughout the airport that damaged my suitcase and on cement and train . I am very disappointed with Southwest and plan to not to use them in the future. They had no remorse or didnt apologize of the damage made on my treasured suitcase. I believe Southwest needs to offer options to this complaint. Its not fair and they will lose minds and others I traveled with future bookings. Also, at checked in from airport I departed from BWI weighted at 40 lbs. so my suitcase was nowhere near overweight.

  Business Response

  Date: 03/27/2025

   BBB Complaint ********

• Initial Complaint

  Date:03/20/2025

  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.

  Subject: Request for Reimbursement - Case #********* / ********* Dear Southwest Airlines Customer Service,I am writing to formally request reimbursement for the financial losses incurred due to the unacceptable service and mishandling of our travel arrangements on March 20, 2025. As detailed in my prior complaint (Case #********* / *********), my husband and I were denied boarding on Flight WN 3769 from ********** to ************* despite arriving well within the required time for check-in.Due to this error on H**39333636**333539H's part, we suffered significant financial and logistical inconveniences, including but not limited to:Loss of ************* Night: $600 for a non-refundable hotel reservation in Puerto ***************** Select Fare Adjustment: I originally booked Business Select and was downgraded without equivalent accommodation. I request a reimbursement for the fare difference. AND EXPECT TO KEEP THE POINTS EARNED Additional Transportation Costs: Gas and parking expenses incurred due to being forced to return home and travel again the next day. I can provide supporting documentation, including timestamps proving our timely arrival, hotel receipts. You can refer to my confirmation numbers for airfare upgrades. Given the financial and emotional distress caused by this situation, I expect full reimbursement, not a LUV voucher, as well as a formal acknowledgment of this mishandling.I appreciate your immediate attention to this matter and look forward to a resolution. Please process my reimbursement as soon as possible. If further documentation is required, I am happy to provide it.This seems to be the only way to get a formal response from executives in H**39333636**333539H.Sincerely,******** ******-***** Confirmation # **T6JL / **TOSL

  Business Response

  Date: 03/27/2025

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

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because:   

  
  Dear [BBB Representative],
  I am writing to follow up on my BBB claim regarding the unresolved issues I encountered with Southwest Airlines. While I did receive a callback from customer service as requested, the matter has not been resolved to my satisfaction, and there are still significant issues that need to be addressed.

  
  Unfortunately, I was out of the country on vacation when the call was placed, and although customer service left a message stating they would call back shortly, I was unavailable for both attempts. The most concerning aspect of this situation is that the message did not include a call-back number or extension, making it impossible for me to return the call. When I attempted to contact Southwest using the number from my call log, I was prompted to enter an extensionsomething I was not provided with.

  
  I had specifically requested to speak with someone to resolve the situation, and providing a call-back number with an extension would have been the bare minimum to ensure proper communication. Alternatively, Southwest could have continued to reach out until they successfully contacted me, rather than assuming the case was closed due to a brief email apology and a voucher.

  
  Regarding the voucher I received on 3/26, which included a $100 LUV Voucher for both myself and my husband, I find this to be an inadequate response. The value of the voucher is laughable, considering I incurred losses amounting to several hundred dollars due to Southwests mishandling of the situation. A simple email and a small voucher do not make up for the financial losses, time wasted, and frustration caused by this ordeal.
  I also want to highlight the appalling customer service I received at the priority boarding check-in counter. My husband and I were first in line, more than 60 minutes before the flights departure, well within the guidelines posted on Southwests website. Despite this, the customer service agent made us wait in line for 10 minutes while she finished other tasks, even though no one was ahead of us. The other agent was fully aware of her colleagues failure to assist us, and then we were told it was too late to board, knowing we had been standing there!

  
  This situation was entirely the result of poor service from both Southwest employees, and I believe it requires a more appropriate response than the one I have received thus far. I am requesting that Southwest take further action to resolve this matter fairly, including an adequate financial reimbursement for the trouble and losses my husband and I experienced.

  Secondly, I originally booked a business select fare (A1 BOARDING POSITION) and was NOT rebooked as such! The new flight booked was a B16 BOARDING POSITION, it was not business select fare. I expect a flight reimbursement for the fare difference AND to be compensated the appropriate points earned based on that fare! 

  
  I would appreciate it if you could facilitate further communication with Southwest to ensure this issue is addressed promptly and properly.
  Thank you for your attention to this matter.

  
  Sincerely,

  ******** ******-*****

  Business Response

  Date: 04/03/2025

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

  Customer Answer

  Date: 04/04/2025

  I am rejecting this response because I feel the core issues of my complaint have not been fully addressed or acknowledged accurately.

  You referenced a time stamp of 7:47 AM in relation to our flight, and Id like to clarify that this is a time I initially provided in support of my own claimnot in contradiction of it. Our original flight, WN 3769 from ********** to *************, was scheduled to depart at 8:25 AM. We were at the priority counter by 7:20 AM, well within the 60-minute check-in window required for international travel.
  

  Unfortunately, we were not assisted at the counter until nearly 7:47 AM due to the priority line agent actively ignoring us, despite no one else being in line. Initially, there was a couple in front of us, making us the 2nd position, but when she was done with them, we waited patiently as she continued to focus on her computer for nearly 1015 minutes without acknowledging us. Eventually, we were forced to move to the baggage claim line, where another agent finally helped us. That baggage claim agent herself expressed visible frustration at her colleagues behavior while we stood in first position in the priority line. And, acknowledging that we were ignored and that the delay was unnecessarybut, unfortunately, she was unable to override the consequences of that delay once we approached her counter, 7:35-7:40ish. 
  

  To reiterate: we were on time. It was the lack of service at the priority counter that created the delaynot any action or negligence on our part. To say otherwise is both inaccurate and unfair.
  

  Additionally, Ive yet to receive a meaningful response regarding the Business Select boarding issue. I paid the full Business Select fare, only to be re-ticketed the next day with a "B" boarding position, so after A60. And, My husband who was also business select also had a B boarding position because on the new date of travel the Business Select was sold out. Am I getting reimbursed for the fare difference since fare class was unavailable? I should not have been charged for it. A $100 voucher does not come close to compensating for the additional amount I paid or the inconvenience endured.
  

  At this point, the back-and-forth via email seems to be contributing to miscommunication rather than resolving it. If this situation were truly our fault, I would take responsibilitybut it clearly was not. The failure in service was on Southwest's end at the counter, and we should not be penalized for that.
  

  I appreciate your response, but respectfully suggest that this complaint be escalated and handled over the phone to ensure clarity and a more productive resolution.

• Initial Complaint

  Date:03/19/2025

  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 Airlines baggage handlers cracked my suitcase on 2/10/2025. I filed a Damage Baggage Claim with the airline (File number: MCIWN23740087). I provided pictures of my bag and said I want monetary compensation that I am entitled to per the US **** of Transportation guidelines. Southwest denied me monetary compensation and made me do a bag replacement through their partner ********************. I ordered my replacement, and the suitcase is damaged as well. I am very frustrated, and I want monetary compensation for the inconvenience that this has now caused me. I also want to keep the suitcase for the further inconvenience. I sent a message through the corporate portal to get this resolved, but no one has answered me.

  Business Response

  Date: 03/27/2025

   BBB Complaint ********