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

  11a50 Regional Ln Fort Myers, FL 33913

• 

  Southwest Airlines Co.

  EP International Airport El Paso, TX 79925

• 

  Southwest Airlines

  1 Airport Drive Oakland, CA 94621

• 

  Southwest Airlines Co.

  2320 E Jones Ave Phoenix, AZ 85040

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:05/04/2023

  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 received a LUV Voucher from Southwest Airlines because of a previous issue I had from Case#********. The luv voucher expires 7/25/2023 and im not traveling until 8/29/23

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:05/04/2023

  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 purchased tickets via Southwest app but was unable to travel due to death of husband, father, brother). I was told to call back before 12/31/22 and request a one time courtesy extension on expired flight credits. I was also advised that every single phone call is recorded even if I simply call in to request a transfer to another department. I requested extension of expired flight credits worth over $1500. Unfortunately, my issue was escalated to the wrong department on Jan 10, 2023 (by a SWA employee) and the customer service request was canceled. I opened another ticket to the escalations team and never received a call. Instead, I received an email stating my issue had been resolved. As mentioned, my family has been thru numerous deaths and these credits have expired and thats all I was hoping to have done, extend my flight credits for 6 months as I was informed would happen so long as I requested the one time extension of expired funds before 12/31/22. Please request the phone call records to prove I am not making any of this up. All I want is for SWA to extend or convert the credits to another form Of usable voucher for me to use what I paid for. I also have copies of death certificates if that is needed to prove my story. Please see uploaded receipts, case numbers, and emailsI hope you are able to help me resolve this ad I have tried for months and the company had done nothing to try to help me. Thank you in advance, ***********************

  Customer Answer

  Date: 05/04/2023

  Thank you for forwarding my complaint to the business.  I received a call from ***** and he was able to resolve most of the issuesHe extended flight credits for 6 months but one is still pending further review.  
  

  Please see the attached screenshot showing that 75% of this complaint has been resolved and I should know about the other expired credit in the next 30 days. 
  

  appreciate your help, BBB! 
  

  ***********************

  Business Response

  Date: 10/16/2023

  The response to BBB Complaint 
  20016165 is attached.

  Customer Answer

  Date: 10/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/03/2023

  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.

  When I got to the terminal I was advised my flight had been rerouted or it could be cancelled. The agent advice I would miss my connecting by 5-10 minutes. I asked if the flight could be held and was advised it could not because they couldn’t transfer by luggage in that amount of time. I was advised there were no other flights with just one layover. I would have to go to Baltimore then to Dallas then to Wisconsin. The agent asked if I could get to the Indianapolis or Columbus airport which upset me because that wasn’t even reasonable. First because there were no flights from Indianapolis and there was no way to make it to Columbus in that time frame. The manger advised they could cancel my flight and rebook me for Midway and I could then drive to Milwaukee. I asked if I didn't that would I then be reimbursed for the rental in which he advised I would but it would need to be submitted online. I submitted the request and it was denied. I submitted a new request regarding my grievance and was told part of the ticket would be refunded to the the card used in February which I no longer have. I called and spoke with an agent and what I guess to be a supervisor Monday May 1st in which it look an hour plus to get ahold of a account solution agent because they advised they don't have managers/supervisors. I advised my issues and that I was calling because I didn't want to have to keep emailing back and forward. She stated she would see if Jared was in. She said he was and I asked if I could receive a phone call she told me they are able to make call and that Jared advised to send another email and he would assign it to himself and I would be contacted by phone, Still I received another email. None of the information provided in this third email is helpful. I didn't request a refund of my ticket, I request a reimbursement for the rental car in which I was told would be refunded by the Dale at the CVG location April 6, 2023.

  Business Response

  Date: 10/16/2023

  The response to BBB Complaint 
  20014872 is attached.

• Initial Complaint

  Date:05/03/2023

  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.

  Booked a flight from Midway to Orlando on 4/15/23 and a return flight from Orlando to Midway on 4/22/23. Traveling with a family of 5 with a 2 year old child. Flight from Midway to Orlando delayed 2+ hours before departure with no resolution plus more delays after boarding aircraft. Luggage also damaged on arrival. Flight from Orlando to Midway also delayed but 3+ hours this time right before departure with no resolution. We are traveling with a young child and cannot have a flight that lands at 3AM so we were forced to change the flight to an earlier flight and pay an additional $122 per person - which we barely made on time to the airport. With a 3+ hour delay the change of flight should be offered with no additional cost. On top of that we had another damaged luggage on the return trip plus a lost stroller that ended up being on a different flight. Reached out to southwest to ask for a refund of the additional charge we incurred to switch the flight, after a few days they offered a lousy $50 voucher. Spent over $600 in additional costs, received 2 damaged luggage, a lost stroller, over 5+ hours of delayed and they offer a $50 coupon. This was the 3rd flight this year through southwest that I had delayed 3+ hours.

  Business Response

  Date: 10/12/2023

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

• Initial Complaint

  Date:05/02/2023

  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 a 100% disabled veteran. On January 30, 2023 I was returning from a trip to Bozeman MT on flight ****** to Denver, CO with a final destination of San Diego, CA. While on the extremely short flight to Denver, CO, my follow on flight to San Diego, CA was cancelled, as were all future flights for the day. Southwest's actions forced me find local last minute accommodations for the evening in Denver, CO, I lost a day of work (over $60 per hour), and I experienced unspecified pain and suffering.
  
  I understand that the flight from Denver, CO to San Diego, CA was cancelled due to a national weather incident. Given the short time of my first flight (about an hour), Southwest was aware of the issue and possible cancellation prior to me boarding my first flight. Southwest had a duty to notify travelers of possible cancellations. Had Southwest notified me of a possible cancellation, I would have stayed an extra day in Montana with my medication and in the safety of family and friends.

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:05/02/2023

  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.

  Hi I purchased a southwest vacation online on 4/17/23 and I immediately called them and canceled it, and whomever I spoke with told me ill get a full refund within 7/10 business days in the total amount I paid he said the amount to be refunded would be 2454.38 to the payment used to make purchase, so fast forward Monday may 1st is 10 days later now I calls back wondering when will I get my refund only to be told I didn't cancel within the time frame of 24hrs but I did. They are telling me the only thing was canceled was my flight I'm not understanding because I booked a whole vacation not in portions everything was booked together why are they giving me a hard time about my money. They are now saying they will refund the flight part but I have to get a flight credit for the hotel and transportation amount that I paid. I really don't think it's fair that I have to pay for someone else mistake. Why would they send me a confirmation of cancelation and not cancel the whole vacation. I am livid right now , I've been constantly calling them and getting a dial tone. That's not the way you do business, I've been traveling with southwest for years but after all my bookings I have I would never patronize southwest again. Can someone please help me

  Business Response

  Date: 10/10/2023

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

• Initial Complaint

  Date:05/01/2023

  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 writing this to express my extreme dissatisfaction with Southwest Airlines. I have flown Southwest almost exclusively for the past 20 years. I have been an A list member (Rapid rewards Card # ending ****) the entire time. At the end of 2022, I needed one more segment (one-way) to get my A list status for 2023. I flew to ******* California the week that southwest had their systems meltdown. They left me and thousands other stranded for several days. On Monday I was told my flight was cancelled and there were no other flights to my home in Las Vegas until the next Saturday. I am employed and had to return to work so I rented a car and drove back. Mind you, I still qualified for the A list status because of the flight out to *******. Southwest tried to make it right with everyone and sent a letter saying they would give people until January 31, 2023 to get enough credits to keep their A list status. I actually flew round trip two more times in January.
  On March 9, I realized I had never been given my A List status. I called the Southwest 800 and discussed it with the customer service rep who filed complaint * ******** for me. In that complaint, she detailed every flight I had taken in 2022, the incident around Christmas time and that I was due to get my A List Status because it appeared to her, they did not give me credit for the flight to ******* after they cancelled the return flight. It took over 30 days for Southwest to respond and all I got was a letter on April 11, 2023 saying “it appears your inquiry has already been resolved.”
  No, no it had not been resolved. I checked the website and nothing had changed. I was very angry and called the 800 number again. A very nice lady answered, said she was very sorry for what I had gone through and said she verified that I did in fact have the A list for 2023. She went even further and said she checked my next two upcoming flights and they showed the A List. That was a Tuesday. My next flight was Friday that week April 14. I told her I would check it when I checked in for that flight Thursday. She was so nice I didn’t think to get her name.
  Well on Thursday, I checked in for my flight and there was still no A List status. I called the 800 number yet again on Thursday and spoke to Helen from ******** She was very nice, she read all the notes from the previous complaint. Said she understood but all she could do was file another complaint. She filed complaint number ******** and also asked that it be resolved faster then the 30 day wait they were quoting people because my wife and I are flying to ****, HI in May. It has been more then two weeks and still absolutely nothing from Southwest.
  I am asking for the following.
  1) My A list status needs to be reinstated immediately and specifically well before our Maui flight in May.
  2) Southwest has effectively not given me my Status January through April of this year and needs to figure a way to make that right.
  3) I do not normally never ask for any extra items. However, by not having the A List status it puts my normal early boarding position at risk. Southwest has failed to make this right at every opportunity and I would like to be given a Business select boarding pass number for the **** trip. I am 6’3” 240 lbs and a good seat for a 6 hour flight is really important to me.
  I can be reached on my cell if anyone wants to call me. Thank you ***** **** 

  Business Response

  Date: 10/12/2023

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

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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.

  Earlier this week I booked a flight through my ***** *** and my bank account was charged but the flight was never booked. I called customer service and the representative told me that there was technical difficulties with their website processing third-party payments like ***** ***. She told me unfortunately I will just have to wait on the amount to fall off my bank account. It took several days and the morning that the amount was removed from my account I went to book the flight and the flight amount had increased. They are unable to assist with accommodating even though they can prove that I did try to purchase the ticket a few days before. The representative told me that they would not be able to accommodate any kind of way and that I could contact corporate from their website which is untrue. I don’t want to have to go through hoops to speak to somebody regarding my flights I need to make this flight back for work in June if someone could please assist that would be great. I’m a little concerned that with all the issue Southwest has been having that I’m going to be scammed just like everybody else.

  Customer Answer

  Date: 05/31/2023

  They responded and provided me a voucher 

• Initial Complaint

  Date:05/01/2023

  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 scheduled for 2:35pm on 4-27. I received notification my flight was cancelled. The earliest the customer service desk could rearrange my flight was for 6am the next day. I had to get home. I asked if I could get them to book me on another flight. Was told no. ******* cost me $543.00 to book. I originally paid $150 for my southwest ticket. So now paying 3x the cost to get home. Was first told I could only get a credit. When i called customer service they offered to refund my car. I’m still left to cover the $400 difference of a new flight. Not to mention $51 for food since I spent 8 hours at the airport. And $26 Uber. After speaking with multiple people I was only offered $250 credit. Why would I was to put myself in this same position again and be stranded. I am asking for my flight and food to be reimbursed. I was a loyal customer and after this experience extremely upset.

  Business Response

  Date: 10/10/2023

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

• Initial Complaint

  Date:04/26/2023

  Type:Delivery 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 round trip on 4/20/2023 - 4/24/23 from ************* to ***********. One bag was lost. I was told they would locate and send to me. They understood I was flying home Sunday morning. 0n the 21rst, Friday, I was told it had been overnight to me. It never showed up. Now I am told it was delivered on the evening of the 25th. I was already back home and they knew this. Two states away. I am already out time and money but now being told today, I have to track down who is holding my bag and and pay to have it ship home and they will reimburse me at a later date. I want them to deliver my bag. I am tired and broke from their mistake. They need to deliver my bag

  Business Response

  Date: 10/06/2023

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

  Business Response

  Date: 10/17/2023

  The Response to BBB Complaint 19985208 is attached.