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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

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    Customer Complaints Summary

    • 1,611 total complaints in the last 3 years.
    • 501 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/10/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am submitting this complaint regarding Southwest Airlines and their failure to provide basic functionality and customer service concerning my account access.I have been unable to log into my Southwest Rapid Rewards account despite multiple attempts. I tried to reset my password several times, but I never received the password reset email. I then contacted Southwests customer service directly, and a representative informed me that they had sent the reset email twice, and that it showed as "sent" on their end. However, nothing ever arrived in my inbox, spam, or any other folder.I was then instructed to reach out via the online help center to escalate the issue. There is no clear or direct way to actually contact anyone for help through that system. It is a loop of automated responses and dead ends, with no human support or email resolution REMOVEDa paying customer, I am now locked out of my own account with no recourse, no access to my flight information or Rapid Rewards details, and no reliable customer support. This is completely unacceptable for an airline of this size.I am requesting immediate resolution to restore access to my account and improve customer access to real-time help for technical issues. If Southwest cannot provide access to my account or meaningful customer support, then further regulatory action should be considered.Thank you for your attention to this matter.

      Business Response

      Date: 12/10/2025

      Attached is the response to BBB Complaint 24253721

      Customer Answer

      Date: 12/10/2025

      The business provided NO resolution. I was able to resolve the issue myself. However, you can consider this matter as closed. 

    • Initial Complaint

      Date:12/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      12/8/25 I was booked on flights WN207 / WN1940 ISP to TPA with a connect in BWI. I purchased the flight + upgraded boarding on both flights. After boarding, there was a hydraulic leak. Maintenance contracted, not on site, & arrived REMOVEDminutes later. Passengers with connections too close to the time of their connecting flight. Southwest automatically rebooked for 4:05PM. The gate agent indicated Id be automatically refunded for the priority boarding. We were all asked to deplane & rebook with the REMOVEDresentatives in the gate area. There were over 100 passengers & 2 gate agents. The line took hours to subside. I booked my own flight on REMOVED. I called SW, spending over 1 hour. I wanted my flight + priority boarding refunded to my credit card. The customer service REMOVEDwas ill pREMOVEDared. She struggled throughout. She insisted my flight had not been canceled & Southwest had already rebooked me. She later retracted given her mistake. The REMOVEDexplained she could refund only for flight credit, to receive a cc refund I must go online. I declined and told her unacceptable. After an hour she was able to refund my flight.Upon hanging up, Southwest sent an email indicating they rebooked my 4:05PM 12/8 BWI to TPA connection until 12/9 at 7am. Unacceptable. The flight I booked myself ISP to BWI at 3:55PM with a 5:55PM connection to TPA. It boarded late. We left 29 minutes late.The delay cut it close on the next flight. The crew announced TPA gate, suggested we high tail it as the crew was holding the plane (direct quote). I ran. It was delayed. At 5:41 for the 5:55PM departure, no one had lined up or boarded. That flight left 34 minutes late. Overall, I spent 4.5 hours in REMOVEDbefore a flight took off, I missed the dinner I was meant to attend, & compensation was my money back? How about compensation for my time and the incompetence which could have been avoided?Im requesting either REMOVEDSouthwest points or a complete refund of all the flights today.

      Business Response

      Date: 12/09/2025

      Attached is the response to BBB Complaint 24246691

      Customer Answer

      Date: 12/09/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:12/04/2025

      Type:Product Issues
      Status:
      Answered
      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 November 30, 2025, I was scheduled to travel from REMOVEDto REMOVEDon Southwest Airlines Flight 3803. The flight was delayed multiple times and ultimately cancelled and rebooked for the following day. Because I could not remain in the airport overnight and risk missing work, I had no choice but to purchase a same-day replacement ticket on American Airlines for $580. I also had to prepay for my checked bags.I am a customer with disabilities. I am a stroke survivor with mobility limitations, and I am also hearing impaired. These delays, cancellations, and the lack of assistance or accommodation significantly increased the burden of the situation and made it especially difficult to navigate the changes imposed by the REMOVEDthe REMOVED, I spoke with the on-duty Southwest supervisor, REMOVED, who assured me that I would receive (1) a refund to my REMOVEDcard for the unused flight and baggage fees, and (2) a Southwest LUV Voucher to compensate for the significant delay, as well as reimbursement for the additional travel costs I incurred because of the cancellation. He provided me with a QR code form to submit the claim, which I completed immediately.However, I later received an email stating that I was ineligible for a refund or voucher because I had cancelled my own flight. This is incorrect. Southwest delayed the flight three times and then cancelled it and moved passengers to the next day. I did not cancel; I was forced to find alternate transportation due to Southwests disruption of the schedule.Southwest has not honored the supervisors assurances, has not provided the refund or compensation I was promised, and has handled the matter without regard for the additional challenges faced by passengers with disabilities. I am seeking the refund and compensation I was told I would receive for the significant disruption, unexpected travel costs, and inadequate customer service.

      Business Response

      Date: 12/04/2025

      Attached is the response to BBB Complaint REMOVED

      Customer Answer

      Date: 12/15/2025

      The response from REMOVEDwith Southwest Airlines in REMOVEDwas ambiguous. I have requested the luv voucher from REMOVEDvia the website and the REMOVEDcode and only received $75, which is not what was promised. REMOVEDtakes no accountability for how they treat customers when they are delayed, especially customers with disabilities. Yet I have called several times, received several caxe nymbers in which the company had combined and yet still givescustomers the run around and hopes that they stop communicating. If I had not purchased the last minute one way ticket with another airline becuase of the significant delay and ultimately cancellation of that flight that day, I would have lost my job. Yet I am requesting the $640 from Southwest Airlines.

    • Initial Complaint

      Date:12/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      For my flight yesterday Confirmation No. APNA8H, REMOVEDto REMOVEDleg, my luggage was damaged. I called Southwest and CS said I should have reported in their office and I must go back to the airport. The damage was seen when I reached home aside from it becoming so dirty. I documented with pictures.

      Business Response

      Date: 12/03/2025

      Attached is the response to BBB Complaint REMOVED

    • Initial Complaint

      Date:12/02/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Business: Southwest Airlines Complaint:I attempted to cancel my flight within Southwests 24-hour cancellation policy. Immediately after booking, my account was locked, so I called customer service to cancel. I have provided documented call logs showing the call took place within the 24-hour window. Despite this, the representative did not properly document the interaction or process the cancellation.When I called again, the agent stated I could wait for my case review and still had until December 4 to cancel. Relying on this information, I processed the cancellation on November 29. Multiple representatives have been unable to locate my original ticket or previous case, and I have had to repeatedly provide the confirmation numberindicating ongoing internal record-keeping issues on Southwests side.Southwest is attempting to force a travel credit despite the fact that I complied with all policies and provided proof. I am being penalized for system lockouts and documentation failures that were not within my control.Desired Resolution:I am requesting that Southwest honor the 24-hour cancellation policy and issue the appropriate reversal, not a travel credit, since I satisfied the cancellation requirements in a timely manner and provided evidence.

      Customer Answer

      Date: 12/02/2025

      They have fixed the issue by offering a full refund, thank you 

      Customer Answer

      Date: 12/02/2025

      They have fixed the issue by offering a full refund, thank you 

      Customer Answer

      Date: 12/02/2025

      They have fixed the issue by offering a full refund, thank you 

      Business Response

      Date: 12/03/2025

      Attached is the response to BBB Complaint REMOVED

    • Initial Complaint

      Date:12/01/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 applied for a credit card through Southwest Airlines Rapid Rewards and REMOVEDAfter calling once I received the card I realized there is a bait and switch and they are telling me the entire offer I applied under of REMOVEDbonus miles after spending 3000 in 3 months is not showing on my account. Now they have put my inquiry through to "marketing" saying it will be 14 days or more until I hear back in writing. This is a scam to get you to open a credit card. I will be closing the card if I do not hear back asap with the offer that I had actually applied for.

      Business Response

      Date: 12/03/2025

      Dear REMOVED,

      Your complaint to the Better Business Bureau of REMOVEDwas received in our office for handling. As a valued Customer of REMOVED, your concerns are important to us, and we welcome the opportunity to respond.


      As you may be aware, the relationship between Southwest Airlines and our partners is quite unique in that they promote, process, and maintain all reservation issues. Southwest Airlines, through Rapid Rewards, maintains the flight credits earned from your car rental/hotel stay and in no way influences other aspects of our partners business decisions, including rental prices. We work to ensure that our Customers find value in our REMOVEDProgramincluding our relationships with our partners, which we choose with great care and deliberation.

      That said, the relationship between Southwest Airlines and REMOVEDis quite unique in that REMOVEDis the actual issuer of the Rapid Rewards Credit Card. This means that REMOVEDprocesses the applications, issues the credit cards, and handles all account matters associated with the Rapid Rewards REMOVEDcard. Southwest Airlines, through Rapid Rewards, maintains the flight points earned from purchases on the REMOVEDcard only. Customer application approval, service charges, new member bonus offers, etc. are determined by REMOVED. Please contact them directly at REMOVEDfor assistance.

      We truly appreciate your patronage, and we look forward to welcoming you onboard soon.

      Sincerely,
      REMOVED
      Southwest Airlines

    • Initial Complaint

      Date:12/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/30/2025 my connecting flight out of BNA flight #REMOVED, confirmation #A653K2 was intended to depart around 9:15 PM. It is now past midnight 12/1/2025 and we customers on this flight are all still stuck here, last minute delay after last minute delay being levied on us, no real explanation, no apology, and NO compensation or refunds. They are not even attempting to humor conversations about hotels, vouchers, or transportation. Basically: were expected to sleep in the dirty airport on the floor, and be fine with it. Im not. I want my entire returning flight refunded to me, frankly, for the EXTREMELY significant delay. DOTs 2024 amendments specify that Im entitled to that cash refund due to the significant delay of my domestic flight.I have now missed work and will be driving exhausted in the middle of the night, in unsafe conditions, and will not get home until the sun starts rising. If I get home at all. At this point Im not certain we will ever leave this airport. They have made NO attempts to help or reroute any of us, and I cannot accept that Ive paid hundreds of dollars for a flight that hasnt arrived, that I cannot get on, the gate of which is constantly changing, and whose time of departure seems uncertain if happening at all. This is a joke.

      Business Response

      Date: 12/02/2025

      Attached is the response to BBB Complaint REMOVED

    • Initial Complaint

      Date:11/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 2 flights from REMOVEDto REMOVEDto REMOVED. The flight got canceled, due to no fault of ours. We are out of town, no funds snd they offered no compensation- which all we asked was for a room and dinner for what they wanted to reschedule us for. Told us there is no help, no refunds no nothing- even told us a refund would take over a week!!!! So let me see- you cancel our flight , wont offer to refund, wont do anything and he said - yea, its control center do not our fault they are understaffed. We asked to speak to supervisor- he said he was our last snd only person to talk to, no help desk no one that his word was the end of the line .

      Business Response

      Date: 12/02/2025

      Attached is the response to BBB Complaint REMOVED

    • Initial Complaint

      Date:11/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a Southwest Airlines ticket within the promotional companion pass window and made a change the same day within the window that allowed for changes and final bookings before the end of the promotion per the terms but am being denied fulfillment of the promotion from customer care.MCO-RIC on 10 November (AETBTG)ORF-MCO on 15 November (AEUXGS)I booked AEUXGS and modified it within the promotional period which according to your terms is permissible:"Q: What changes to a reservation would disqualify a flight from qualifying for promotional Companion Pass through this offer?A: Any change to a reservation that falls outside of the promotional requirements (enrollment date, booking date, travel date, etc.) will disqualify the flight from this promotion. In other words, flights must be purchased, and/or changed during the promotional period..."

      Business Response

      Date: 12/02/2025

      Attached is the response to BBB Complaint REMOVED

    • Initial Complaint

      Date:11/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Delayed flight . Missed car rental .

      Business Response

      Date: 12/02/2025

      Attached is the response to BBB Complaint REMOVED

    Southwest Airlines Company is NOT a BBB Accredited Business.

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