ComplaintsforSouthwest Airlines Company

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made 3 flight reservations round trip in February 2024 on SWA from ******* to *********. I was sent in an email a confirmation. I paid for these flights using 2 SWA gift cards ( $310.00 and $500.00) to cover the cost of the flights. Evidently SWA cancelled or claims "there must have been a glitch" because when I went to check in the 24 hours before our reservations were cancelled. When I called SWA hysterically crying they refused to give me my gift card funds back . I had to scramble to pay for our flights again & am now out $810.00 and lots of stress was put on my boys and I for no reason . Please help as I have been working very closely with SWA airlines and they refuse to send me my funds from the gift cards and I am also asking for additional compensation for the added pain and suffering they have imposed on my boys and I . They still have my gift cards but refuse to send me my money back. Please help me

  Business response

  04/23/2024

  BBB Complaint ******** Customer's concerns were resolved on April 22, 2024.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 15, 2024 I went online to Southwest Airlines Flight reservations. My goal was to reserve a round trip flight for my wife to travel from ********* to ******* to visit with her family. After choosing the flights I went to the Rapid Rewards section in order to TRANSFER my points into her name to pay for the flights. I attempted to transfer ****** points into her account and found the site very confusing and deceptive. In order to get to the site you must hit a button that says "Buy or Transfer Points" . So when you get to their form it mentions how much points cost but since I just had hit the "Buy or Tansfer Ponts" button I felt that you could accomplish both functions "Buy" or "Transfer" on the same form. The form asked me to provide my credit card info. and I felt that I was now purchasing my ticket and taxes here. You then must hit a button that says "Continue to Payment" . This is the point where the scam begins!. On every other site I have been on a "Continue" button will normally take you to a page that summarizes your transaction and then you would be able to review your transaction and then hit a "Purchase" button. Not on this site!! When you think you are "continuing" to pay in points, you have actually purchased on their site. When I found out that I had just spent $140.00 just to "transfer" the points to my wife, I was outraged. I never intended to pay for a point transfer and to call it "PURCHASE" is deceptive and misleading. I already owned those points and to pay for them twice is the ultimate ripoff. I called **************** and a lady came on the phone and quoted this warning: "Purchased points are nonrefundable and nonreversible"." NO REFUND" However I was on the page to TRANSFER points NOT PURCHASE. It does not say TRANSFER points are nonrefundable and this is my complaint. Furthermore, to find the warning she read you must scroll down past the "Continue to Purchase" button. If you don't scroll down you never see this warning!

  Customer response

  04/23/2024

  To:  Better Business Bureau

  Code: 64894108EA97B

  Complaint# ******** vs. Southwest Airlines

   

        Enclosed please find the ONLY documentation that I received from Southwest Airlines "SWA" regarding the transfer of my mileage points to my wife.  This so called "purchase" assures SWA of a double pricing of their points because I had already paid for the original purchase of these points last year.  Why would I want to pay double for points that I already owned?  Ask SWA why their site has a button that states "Continue to Payment" when pushing that button means you have actually purchased their overpriced transfer, instead of a button that says "Purchase Here".  This whole site is ambiguous and predatory!  Also, why is their warning of "Purchased Points are nonrefundable and nonreversible" a full 2 inches UNDERNEATH the "Continue to Purchase" button rather than adjacent to or  above that button? If a person only scrolls to the "Continue to Purchase" button like I did, they will never see the warning statement that SWA  loves to read back to you even though it never mentions transferred points in their warning. And why does that warning say that "purchased points" are Nonrefundable and there is no mention of "Transferred" points being nonrefundable?. When you complain to SWA about this issue they just tell you "it is their policy" as if that concludes any further discussion of the rights and remedies of their flying patrons. A complete revamping of this site is called for and I want this so called "purchase" reversed and both my money and my points restored to me.  There is no warning anywhere on this form that states "Transferred points are not refundable".  Could it be because the  CEO of SWA owns 17% of the stock in this online scam?

       I look forward to a complete and fair review by BBB into the small inconsistencies and outright traps set up by SWA to confuse and steal money from its customers under the guise of "It's our ********************** policy".         Thank you for your help and your valuable time....  *******************.

  Business response

  05/14/2024

  Attached is the response to BBB Complaint 654743355BF50
  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is with regard to the early bed check in we signed up for our flights on 4/2 and 4/9. We signed up for the early bed check in because we were flying with our kids and wanted to get a higher up boarding ability as compared to trying to check in 24 hours before and getting a lower priority to board. This was the first time we signed up for early bird. After calling Southwest to discuss this option we were told the early bird check in would result in a higher prioritization to get on our flight. We paid the $190 and got our assignments - we got in to the * group which was NOT mentioned during our chat with Southwest. Further, we had other friends on the same flight and they used the early bird check in and they all got the A group as promised. We feel strongly this early bed check in extra charge is a sham and should not be allowed to stand! We feel taken advantage of and have talked to Southwest several times about this issue and the refuse to do anything about it which is wrong! They need to refund our $190 to us - we will never utilize the early bird check in again!

  Business response

  04/18/2024

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

  Customer response

  04/18/2024

  I am rejecting this response because:   This is not an adequate response back to me as it doesnt actually discuss or address the issue I raised. Instead, it talks about southwests internal process rather than the fact that I was promised a certain result and was not given that result after paying $190. Further, the response essentially does not provide any actionable items nor a path to move forward. I spoke with a southwest rep, was told the early bird would improve our spot and it didnt! With this mind because it didnt work the way it was suppose to I should be refunded back ASAP. If I do not receive a refund back I will dispute the charge and also get my attorney involved as this is wrong! 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am providing basic details of the transaction. Further details are in the attached document. I was scheduled to fly out of Southwest on Wednesday, April 10 from ****** to ************. The confirmation number was 3YA247. The flight number was 4608. I and hundreds of other consumers missed flights, which was markedly exacerbated by Southwest's poor handling of the situation, with baggage lines 4-5 hours long and inadequate and disjointed communication by the airline. No other airline had any issues. Southwest treated customers in a disrespectful and inhumane manner. They failed to take any responsibility for their actions, denying any compensation related to expenses incurred due to their own deficiencies. In my case, it was in the amount of $219.49. They also appear to have violated some of their own policies. They have previously invited scrutiny by regulators due to violations of consumer protection laws. Please see the attached document for additional details.

  Business response

  04/17/2024

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

  Customer response

  04/17/2024

  I am rejecting this response because: Southwest sent a form letter that clearly did not address any of the complaints that I detailed in the 3 page description, with several corroborating references. In fact, there is even a set of ** in the form indicating that it was cut and pasted. As I detail in the letter, there were several factors, including regarding communication, that were clearly in the control of Southwest.

  "Despite the fact that it was a known issue only affecting Southwest, I received no notification about this unusually long line (which I have never seen before) until after 7pm that day, well after I missed my flight. None of the other airlines that day had any issue. People who arrived at the airport 4-5 hours ahead of their flight were missing it."

  "Airport employees reported that the lines were already out the door and wrapping around the front of the terminal by 11amSouthwest had email and SMS contact information for all of their booked passengers departing from ****** and by 11am they should have been sending out emails and text messages that if you were checking a bag it was going to be a 4 or 5 hour wait in line (but make sure you dont get to the front more than 4 hours before your flight or they would make you start over in the line- another ridiculous decision that contributed to the chaos). Had they communicated, most passengers could have come early or shipped their bags."

  "The lines to check in bags were more than 4 hours longs, but passengers who arrived too early had to go to the back of this unreasonable line, worsening it. Another passenger states, They refused to provide accommodations to those left stranded, so were all spending hundreds of extra dollars because of Southwests poor planning. Another states Our flight crew had no idea of the stress passengers had experienced, so they dont even communicate with their staff. I took an Uber with a colleague and she breezed through American Airlines baggage check in 10 minutes."

  "This is an example in which a daughter recalls the way her elderly mother was treated inhumanely by Southwest. After sitting at baggage claim ALL DAY, she got back in line FIVE hours before her next flight. The line is a mile long all the way out to the FREEWAY. Now after 3.5 hours its looking like she is going to miss her next flight as she has maybe another 1.5-2 hours in line. On top of thistheres no food or water in the terminal. Shes literally had nothing to eat or drink ALL DAY as she continues to be treated like cattle."

  They are also refunding some customers for this issue and not others.

  "To add salt to the wound, I was seeing reports of passengers who were getting their expenses reimbursed. One example is here <********************************************************************************************** ************************* This individual received notice from Southwest of having $1300 in incidental expense reimbursed! I do not understand how Southwest can provide some passengers reimbursement, while leaving others out in the cold. Southwest clearly felt that reimbursing these interim expenses was possible for some passengers but not others, and that they could accept responsibility for their mistakes for some passengers but not others. Also, it appears that this agent told this individual to both submit a receipt and file a formal complaint. I was only told to submit the receipts. Hence, I had no opportunity to explain the situation, not even a few sentences."

  I also refer to Southwest's customer service policy, linked to the ****************************.

  "Southwest violated several items on this document. Southwest failed on point 2 related to notifying customers of known delays and cancellations. The text notification about the issue was sent after 7PM while the lines had started in the morning. Southwest also failed on point 12. Anyone in that awful line would attest that several aspects of that situation were within Southwest control: 1) adequate and timely communication about the true nature of the delay, which Southwest had the ability to do but failed to do so; 2) managing passengers in the line in a way that was respectful, safe, and humane, with attention to the passengers about to miss their flight, rather than the haphazard and disjointed, and often-times rude communication that clearly exacerbated the line according to multiple accounts. Again, people were standing in that line that already missed their flights, and no other airline had any issue! 3) It was clear to everyone there that Southwest had not hired enough people for that airport. However, lets say for arguments sake, Southwest still fails to take responsibility and state that there was nothing they could do. It states, Although we do not oKer complimentary lodging accommodations for significant flight delays or Southwest-initiated cancellations that are not in our control, we will seek to arrange a discount oK of a lodging accommodation near the airport. Southwest was systematically refusing to arrange any lodging accommodation for customers, a clear violation, telling them to save receipts and submit reimbursement later. Then, they refuse reimbursement. I dont know how with a clear conscience the people at Southwest think this is in any way acceptable."

  Customer response

  04/18/2024

  Hello,

   

  I was just contacted by Southwest late last afternoon stating that they would be sending me a check to reimburse me for the $219.49 in travel costs associated with the delay within 30 days. Given this settlement from Southwest, I consider the event resolved on my end.

   

  Thanks,

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I booked a vacation with them on Nov. 19, 2023, for $1828.01, I thought I was booking with Southwest Airlines, not Southwest Vacations. In the next few days when I attempted to cancel the trip that I discovered that these are two different companies. Also, when booking it was with the understanding that I could cancel up to 1 day before traveling. The itinerary they emailed even says in bold and capital letters: CANCEL PERMITTED UP TO 1 DAY BEFORE ARRIVAL. That is what I read before booking, however, this was not the case. When I called, several times, to cancel they told me that they would only give me a credit for future travel. This is not what it said when I booked the vacation. It said I could cancel. When a company says you can cancel it does not mean you get a credit. It means you get your money back. Ive not been rendered any services, I have no future travel plans, and yet I still cannot get my money back. Southwest Airlines knows this deceptive practice is going on and yet they are still doing business with this deceptive company. Southwest Airlines website has a direct link to Southwest Vacations. They make no attempt to let you know that you are leaving their site to go to another companys site. I think if I had known this, I would have taken a closer look at what company I was booking my travel with. I believe this makes Southwest Airlines just as liable.

  Business response

  04/16/2024

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have by infant ******** was damaged and mishandled. I was travelling from SJU to *** on April 6th 2024. When we reached ***, I found that by infant's stroller was missing milk and water holder, so I told the flight attendant they told me to go to front desk customer service center and told me to reach out baggage claim services within the airport in ***. Everyone making excuses and pointing me in circle I was just handed a notice Courtesy Damage Baggage Receipt that all and every time I reach out Southwest, they have different answers. All I need is fix my baby stroller by finding its damage part. This is so shameful this is how you treat your customer and I feel so powerless. File no. BWIWN69104166, Record locator 4MKFWP and Bag Claim: **********.

  Business response

  04/17/2024

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

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My luggage was damaged while using Southwest Airlines checked bags. I filed a claim, and they are denying liability. I have sent them pictures and accepted liability for my wifes luggage that was damaged beyond repair but not mine. I now am requesting reimbursement for the luggage.

  Business response

  04/29/2024

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

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need to cancel my flight next month i booked with southwest, It was advertised before and after purchase that If i needed to I could upgrade and cancel my flight for a full refund via the method I paid with, when I called customer service, customer was extremely unhelpful and did not honor this southwest is ****** advertising and lying about refunds and stealing my money

  Business response

  04/15/2024

  Dear *******,
  
  Your complaint to the Better Business Bureau of Metropolitan ****** was received in our office for handling. As a valued Customer of ********************, your concerns are important to us, and we welcome the opportunity to respond.
  
  Our Wanna Get Away fares are a great deal; however, they are nonrefundable. We understand mistakes can happen or plans unexpectedly change. Therefore, we will refund a Customers reservationeven if the fare is nonrefundableif it is canceled within 24 hours of booking and no changes to the ticket have been made. After 24 hours have passed or if a change has been made within 24 hours, the Customer is not eligible for a refund. However, as long as the reservation is canceled at least 10 minutes prior to departure, the flight credit can be used toward travel on a future flight with us.
  
  Although we were unable to say yes on this occasion, we hope youll continue looking to us when your travel plans include the cities we serve. 
  
  
  Sincerely,
  ***************************
  Southwest Airlines

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a delayed flight on Friday April 5th from ******** to *******. The flight was delayed 7 hours and their only offered me $15 voucher for food and $300 flight credit for future use. Why would I want to fly with them again? I deserve better then that.

  Business response

  04/11/2024

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

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a flight with Southwest airlines. Confimation 2LLTK9. Since the time we booked the flight, more and more has come to the surface regarding ****** planes. Specifically, Southwest had a ****** 737 Max * just days ago that lost an engine cover mid-flight. This is on the heels of another one losing a door plug. Needless to say, when I saw that my family of 6 is scheduled to fly on a ****** 737 Max * in May, we want to drive and not get on those flights. Southwest is only willing to give me a flight credit. I do not want a flight credit, I want a refund. Until the *** can get a handle on the ****** industry and airline mishaps lately, I'm not putting my family on a flight.

  Business response

  04/17/2024

  Attached is the response to BBB Complaint 21555228. 

*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. ↩