Complaints

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

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• 

  Southwest Airlines Company

  2702 Love Field Dr Dallas, TX 75235-1908

• 

  Southwest Airlines Company

  PO Box 36647 Dallas, TX 75235-1647

• 

  Southwest Airlines Company

  1500 N County Rd # E Dallas, TX 75261

• 

  Southwest Airlines

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

• 

  Southwest Airlines

  Tampa International Arprt Tampa, FL 33622

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:06/23/2023

  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 am writing to discuss an issue regarding the credits I had obtained from a ticket booking back in 2018. The original booking cost was $700, and unfortunately, I had to cancel it. Regrettably, I was unaware at the time that these credits had an expiration date, as they were essentially a refund of my money.Soon after the cancellation, the world was hit by the ******19 pandemic, resulting in the suspension of flights and travel restrictions. Consequently, I was unable to utilize the credits before they expired. Given the exceptional circumstances caused by the pandemic, The flights were got cancelled and stopped during the pandemic, how can the expiration of these credits still holds good with the situation.

  Business Response

  Date: 10/06/2023

  BBB Complaint ******** is attached.

• Initial Complaint

  Date:06/22/2023

  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 3/9 my family of 7 (2-1 yo's, 1-2 yo, **** yo, and 3 adults), were traveling round trip from ***-*** flight #*** ***************** for our family's spring break trip. When family boarding was called, I was DENIED boarding, with one of my 1 year old twins, IN HAND, along w/our twin stroller, my carry on bag, and diaper bag. I asked the agent (***********************) if she was serious, as I clearly have a toddler in my hand, and each of the other children, boarding as a family, had already gone before me, and she said yes. I asked her what was the issue? She stated that only 2 adults can board with children. I said fine, they're already scanned and gone. Now my boarding pass for my 1 yo, in my ************* can board in FAMILY BOARDING, she said no. I again asked what the issue was, & to show me the "family boarding" policy, and she refused. Since, birthing my twins (and for years prior) I have flown SWA. My family of 6 AND 7 passengers have always boarded with family boarding. I then requested a manager, as I was holding up the line going back and forth, NO assistance, not just from her but other agents watching and a wheel chair associate. I was then placed in front of sup (********* last name not provided), I explained what occurred, and he proceeded to NOT check with *****, but (among other excuses, tell me that it "might be" due to the amount of ENTITLED bags that we have as the issue (which isn't even a "plausible" excuse as half the items were being gate checked). I let him know that he was being recorded, and the footage is too large to upload here (but is available). But when I say that the amount of discrimination, disrespect, embarrassment, inconvenience, pain and suffering, and LACK OF CUSTOMER SERVICE and/or resolve during this time is beyond words. My 11 yo first trip to ******** (as a SURPRISE), and this is what she remembers as the highlight, her mom and little sister treated like refugees when boarding our flight at the appointed time and place.

  Business Response

  Date: 09/29/2023

  The Customers concerns regarding BBB Complaint ******** were addressed by phone.

• Initial Complaint

  Date:06/22/2023

  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 Tuesday, June 20th, I sent the attached complaint (#********) to Southwest Airlines due to my flight cancellation of SWA 453 originally scheduled for Friday, June 16th. The following complaint was also sent to the *** for further review.Southwest denied my request and did not provide me an opportunity to respond. They stated that my flight cancellation was due to a TSA security incident. This is factually untrue. My flight was severely delayed by multiple hours BEFORE the security incident. If the flight had departed on time, it would have left BEFORE the incident and not be affected. Second, operations at *** quickly returned to normal after, and most other flights departed later and were NOT cancelled. This flight was one of the few that was cancelled with no clear explanation, indicating this cancellation was NOT related to an outside event and was fully within Southwest's control. In addition, I was not provided with the option to cancel for a full refund, only a voucher. The gate agent stated that no other compensation would be provided, and that we would should contact SW to reimburse hotels and transportation since Southwest changed our departing airport.I believe Southwest has violated its commitment to its customers and its obligations as an airline. I am asking for cash compensation for my expenses due to the cancellation, totaling $299.15. I have attached detailed receipts in both the original case and in this complaint detailing the expenses occurred due to SW's cancellation.

  Business Response

  Date: 10/12/2023

  Response to BBB Complaint ******** is attached.

• Initial Complaint

  Date:06/22/2023

  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 flight was cancelled by the airline 1 month ago on May 29, 2023 and my **** has not been refunded the $164.96 I spent. My confirmation is 2RMEFB. I have been in contact with customer service who continues to tell me I will be refunded but this timeframe is excessive.

  Business Response

  Date: 10/10/2023

  The Customers concerns regarding BBB Complaint ******** were addressed by phone. 

• Initial Complaint

  Date:06/22/2023

  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.

  Our flights were cancelled without notice and we were not able to rebook our flights at the original sales price. Between June *****, 2023 we booked a few flights on Southwest Airlines. We hadn't finalized our destination and travel dates yet, so we booked a few different options. We have flown with Southwest a lot and are familiar with their generous cancellation policy, allowing you to cancel flights until just before travel, so we did not think this was an issue. What we didn't know is that Southwest does not allow multiple trips to be booked that conflict with one another/same passenger and will automatically cancel these flights. As a result, some of our flights were cancelled without notice. We also didn't understand what was happening and had to call to figure out what was causing our flights to be cancelled, and it was not immediately clear in our conversation what had happened. We took steps to correct the issue by cancelling the conflicting flights and rebooking our canceled flight, but Southwest will not honor the cost of our original flights, which means we will be booking for about 40% more than the original flight cost. If we had been notified of the issue and given an opportunity to correct our mistake, we would have happily done so. We would like other customers in this situation to be notified before cancellation, and would like to rebook our flights at the original cost, not the 40% higher cost. We have been loyal Southwest Customers for many years and also have a Southwest Credit Card, recommending Southwest to others.Thank you for your attention to this matter. *************************, Rapid Rewards #********* *********************************, Rapid Rewards #*********

  Business Response

  Date: 10/17/2023

  Attached is the response to BBB Complaint 
  20212819.

• Initial Complaint

  Date:06/22/2023

  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.

  Had a return flight returning home at 8:15pm out of ***********************. Upon arrival flight was delayed until 10:50pm last minute with no earlier flight. I had to call out of work and pay daycare extra fees to keep my child. I would like a refund, compensation.

  Business Response

  Date: 10/11/2023

  Response to BBB Complaint ******** is attached.

• Initial Complaint

  Date:06/21/2023

  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.

  We had a reservation with southwest airlines , flying from *** to *** via DAL for June 17th. Res. no. 2R5CUI.we went to airport with my luggage and try to check in my Luggage with Ticket agent. ( there were two agent at the gate one was male and other was female). we used first available agent, which was female agent. Ticket agent told us that our flight is cancelled. we were surprised bce we had no message or any information about cancellation. agent change our reservation to different time and different stop over. also she told us that we both will receive mail for $100 voucher for future travel since flight was canceled due to mechanical problem, she told us that check my E mail which we did but no mail from Southwest airlines . she told us that sometime it takes few hours to receive mail so we left for the security.Next day there was no mail from SWA so I called 800 number at 6:55am PST time. agent advised that we open case with SWA. so I wrote my complain explaining that we did not receive my $100 certificate, case no.71678457. SO FAR I HAVE NO MAIL OR ANY KIND OF MESSAGE FROM SWA

  Business Response

  Date: 10/10/2023

  Response to BBB Complaint ******** is attached

• Initial Complaint

  Date:06/21/2023

  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 had a reservation at the ****************** in *********** for ****** Southwest points at 1.5 cents equals ******. Over 12 months I have been guaranteed it would be fixed in 10 business days. Now they claim points put in my wife's account which I have shown numerous times has less than ***** points. It's like beating my head against a wall. Worst customer service ever

  Business Response

  Date: 10/06/2023

  BBB Complaint ******** is attached.

• Initial Complaint

  Date:06/21/2023

  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.

  I booked a Southwest (SWA) flight from *********** to ******* (*** to ***) traveling on 1/14/2023. When I went to check in on 1/13/23, I saw that Southwest cancelled my flight (I was not notified, despite signing up for text alerts). I rebooked a new return flight for later in the day on 1/14/23. When I went to check in for my new flight, I learned that flight was also cancelled (again, I only learned that after checking in). SWA automatically re-booked me on a third flight, leaving 1/15/23. I was very unhappy with the entire experience and needed to get home, so I cancelled my auto-booked SWA flight and booked a new flight on a different airline (Delta). On 2/7/23, I submitted requests for refunds of my fees and add-ons and a reimbursement for my new flight home, in total $990.10. On 2/22/23 I received an email saying that the case was "resolved" and was sent a SWA voucher for $150, which is only good for one year (?!). This was unacceptable. I submitted a request again on 3/19/23 and on 4/12/23 I got an email incorrectly stating that the "case has been resolved". I called on 4/13/23 and was able to get my fees and add-ons refunded and my request for the airfare of $898.90 was sent up the chain.On 5/8/23 I got a voicemail from a SWA agent saying (incorrectly), It looks like this reservation was flown, and went on to say they don't reimburse for flights on another airline unless it was a *SWA canceled flight originally (it was).On 6/2/23 I called yet again and was told that it would be "escalated". As of today (6/19/23) I have not heard anything and the issue is still not resolved. I have been more than patient. I am entitled to a cash reimbursement and would like your help in getting it. I do not want vouchers, flight credits, gift cards, etc.; I want a check for $898.90. My current case number with Southwest is: ********. More detailed information and receipts are attached.

  Customer Answer

  Date: 07/21/2023

  The company reached out to me directly 

• Initial Complaint

  Date:06/21/2023

  Type:Product 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.

  I purchased 7 tickets to fly from ** to ******* on Jan 19, 2023. On April 20, 2023, I called Southwest because we had a major change for a medical issue and military issue, 4 out of the 7 ticket holders could no longer travel. I called and stated, I am calling to cancel my flights and before I could even finish my sentencewith I want to see what my options are, I was interrupted by the customer service agent with, okay thats all set for you. Baffled I asked what happens now that you cancelled the tickets, she replied they are now credits for each passenger. To clarify I asked, so these credits are under my rapid rewards account for the total. With attitude she responded no, each passenger has a credit. Outraged I informed the representative that I paid for the whole total. There are three minor tickets kids ages 2, 3, and 12. Th et couldn't manage flights. It didn't matter. I asked why I couldn't gave a refund to my gift cards, she started that I chose the wrong flight and her attitude escalated and she hung up on me. I called back and got another representative, same attitude, same answer. I gave the same request and push back. I also stated that the previous representative didn't even explain that I wasn't getting a refund, she just processed it before I could ask questions. Again, I was hung up on. The third call, similar scenario but she did explain if I emailed their customer service department, they might help with it request and maybe give me one lump credit in love rewards. So frustrated and sobbing, I emailed SW they were supposed to reply with in 10 days. To date, I gave heard nothibg. I also looked up the Wannaget away policy today and it states I should have received a full refund. Also yo be noted, my partner, who's ticket was under ************************* and he resides at *************************************************************** is a USAF VETERAN, the other tcjets are for his

  Business Response

  Date: 10/12/2023

  The Customers concerns regarding BBB Complaint ******** were addressed by phone.