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

Customer Complaints Summary

1,607 total complaints in the last 3 years.
475 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/08/2025
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 May 8, 2025 my flight departing from *********, ** to ******* for layover to take me to ******* was a disaster with Southwest. First the plane departed from ********* extremely late which made the layover flight leave without us. The plane arrived in ********* late, we then were boarded late, then the flight attendants were ******* us to sit so we can take off however still wasnt the case. Every passenger was sitting and the plane still didnt take off until 20 minutes later. My flight originally should have left ********* at 1:15, didnt leave until 2. Once we landed the gate we should have got on was gate 5, which is the same gate we exited. The flight was already gone! Then went over to the ** counter then the lady asked me they shouldve rebooked your flight in *********. Since the next flight leaves out of ********* to ******* at 6 but since Im in ******* I would have to have another layover in ********* then arrive in ******* by 9:45!! Like seriously another 5 hours and this flight is 10 hours long and the booted me to a C position when my original ticket was A position. Completely upsetting and no one cares. Literally stuck thanks to ** and their unknown delays they do not want to tell the reasoning behind and the safety they keep screaming they can save I have heard and understand. Everyone was safe in the flight whats the next excuse.
Business Response
Date: 05/09/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:05/08/2025
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 had a flight booked on *** for many months to ********* from *******. This evening, without notice to me they cancelled My flight and emailed my wife and. It Me without explanation. When I called, the agent denied that *** has supervisors or Managers as she was unable To help me due to system issues. She also Refused to check in with me as I held Over a minute. This flight was not cancelled by me and was booked with companion pass.
Business Response
Date: 05/08/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:05/05/2025
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.
On March 9 we called Southwest to use our credits that were applied to our account on Feb 10 in the amount of $1203.80. We were told by Southwest that someone fraudulently on Feb 11 transferred our credit out of our name and redeemed the credits and used it. Due to them pursing them legally they could not divulge the name nor location to where they went on my credit. I questioned Southwest was it an inside job because how would someone know that on Feb 10 was issued a credit and they conveniently used it the following day. SouthWest stated they would have their fraud **** reach out to us. SW fraud line did reach out apologized and suggested the same information above that our credit was fraudulently used and that they opened a case but that we would have to dispute the charge with Navy Federal.
Business Response
Date: 05/06/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 05/06/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/03/2025
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 took Southwest airline (from ******* to ******** via *********) on May 2nd . The flight of 2281 on May 2nd from ******* to ********* got delayed for more than 3 hrs and the second one 654 was missed. The airline knew the status and rescheduled the flight to the next morning, but refused to pay an overnight stay .. Later we were given a paper to call a room book agent to get a discounted room. Since there is a long line after us. In favor other customers, we took the paper and made the reservation to pay stay overnight in *********. Later found that via other app, *********** the expense is much cheaper. At the point, I would like to find the resolution to get refund from them for a night staying in *********. Thanks!
Business Response
Date: 05/05/2025
Response to BBB Complaint ********
Initial Complaint
Date:05/01/2025
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 am submitting a complaint regarding my recent Southwest Airlines flight (Flight WN1371) from ************** (MDW) to ******* (MCO) on April 30, 2025. At 8:03 PM Central Time, I purchased inflight WiFi for $8.00 using my **************** card ending in 6002, as confirmed in the attached receipt from Southwest. Unfortunately, the paid ************ was completely nonfunctionalI was unable to load a simple email, web page, or use the internet in any capacity during the flight. Shockingly, the free WiFi for streaming TV and movies worked fine, which raises serious questions about the integrity of the paid service. I contacted Southwest Airlines immediately upon landing to request a refund, but as of now, I have received no response. I am requesting a full refund for the $8.00 WiFi charge and expect Southwest to address this issue promptly.
Business Response
Date: 05/02/2025
BBB Complaint ********
Customer Answer
Date: 05/02/2025
I have reviewed the business response and accept this resolution. Thank you kindly!!
Initial Complaint
Date:05/01/2025
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 fly SWA 4 to 6 times a month & was kicked off a flight due to recording your flight attendant for being a problem. But due to me recording its became an issue and I was deplanned. I have it all recorded and uploaded your flight attendant is super sensitive and acts like Ima a problem. Said I pushed or slammed her iPad. Hahaha the recording has the issue and ur flight attendant should be fired she cant help handicapped people or deal with issue b4 the door even close. I understand the protection of your flight attendants against a customer!!! But prove I did anything this flight. Its NOT my first!!! Please advise I have recordings I do wnat get a lawyer I did. Nothing wrong but ur flight attendant has a different option please peeve me wrong cu I can show Im not wrong as a customer!! Or do you think we was?? See you in course I have the right to record I. **************** they are BOTH one party consent states so how is it illegal to record the problems I have work your company. Im a A lister last year and this plus will be next year but your employees act like Ima a problem?? You say what you want I have it recorded I did nothing wrought but record ur employee!! But have to roguts to DONT take away my rights I can get a lawyer anyway time you like.Say what you want I was deplanned on swa airlines due to recording the flight attendant. What law did I break but I was deplaned! I fly so much with you please help my lawyer f-u up Im handicapped and didnt do anything wrongful please show evidence or a video cuz I have one!!!!!!!!!!! Ill have alaeuer by next week I did nothing wrong and U will say I did by my recording will say different!!!! You kick me off a plane and say negative things about me please prove Ima a problem I have never had problems all the other Im times I fly with you twice every two weeks!! Pleae tell me I have NO rights to record your employees when the star says I can its a one party consent state?!? Provide evidence you have NONE
Business Response
Date: 05/08/2025
Dear ****,

Your complaint to the Better Business Bureau of Metropolitan Dallas was received in our office for handling. We welcome the opportunity to respond.
We regret that you were unable to travel to **************** as scheduled on May 1. Federal law permits air carriers to deny transportation to any passenger the carrier decides is, or might be, inimical to safety. Customers are required to comply with all Crew Member instructions. Based on the information available to us, after witnessing your behavior onboard and your refusal to follow instructions, our Employees had concerns about safety. As a result, they decided that you would not be allowed to travel on Flight #****. We acknowledge your frustration with the handling of this situation, and weve made note of your concerns for our Leaders.
Sincerely,
********* *****
Southwest Airlines
Initial Complaint
Date:04/30/2025
Type:Sales and Advertising 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.
Southwest charged for the first time ever for an oversized bag when they admitted that they have not charged for that in the past and now without alerting travelers before they go in a trip that they have policy on the baggage size they are charging for it. I traveled multiple times since 2021 using southwest and booked travel for multiple family members using southwest because of the policy of having to check bags per traveler. Never I have been charged anything for oversized bags when I have used oversized bags. The amount of the charge is outrageous. In my case I traveled with a toddler, to visit my ailing mother. I live an hour and a half from the ***********, the bag was 67 inches and the ignored rule is 62 inches. My toddler and I both had tickets as my toddler is over 2 years old. Because she is a passenger we could have had 4 bags with 62 inches putting in the plan a total of 248 inches and we only had one bag of 67 inches and I was charge 200$ for this with no other option and even when I had family members that used the same luggage and traveled with more bags on January of 2025 and no charge or any mentioned of it was said. Im humbly requesting a full refund of the charge.
Business Response
Date: 05/01/2025
Attached is the response to BBB Complaint23271231
Customer Answer
Date: 05/02/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/30/2025
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 closed my case for tge luggage they mishandled.Attached is the luggage bag ticket southwest for the checked bag.That would be proof that the luggage was broken day 3/31/25 took the flight back to ****************This sticker from southwest showing that it was the day and time i got off the plane from southwestoakwn66463850.Mishandled luggage and broken the bottom even the inside was ********** a loyal customer i would ask 500 for ********************** voucher for my compensation.Mishandled damaged baggage claim denied by southwest airline.Took WN66463850 from ***** to ******* on 3/31/25.Lugggae was totally damaged when we arrival oak airport and mishandled by southwest the bottom of the luggage was broken can can not use .Took the picture and upload to the claim qrcode they provide at the luggage place.Communication was insufficient and the voucher they offer was under my expectations and value they damaged mishandled.Southwest closed the case without my permission.The hole of the luggage they mishandled also my brooch and lv denim jewel was ********** a loyal customer for ********************** this is the worst experience and worst customer service I have had before.looking forward for the understanding settlement.
Business Response
Date: 05/02/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:04/30/2025
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.
Through gross negligence and lack of preventative procedures and controls, Southwest Airlines allowed an unknown person to assume control of my Southwest Frequent Flier account #***********. Through rudimentary methods an impersonator called SouthWest and was able to change the member's name and address without presenting any verification or proof of identity. This was confirmed during one of the numerous support calls to SouthWest to remedy the issue. I have been unable to retrieve my account and my lost miles and travel vouchers associated with the account of an estimated value of $1000. I am requesting immediate assistance to restore my account and ******************** return my lost miles and travel vouchers. I have numerous hours on phone support and feel I have exhausted all my options to resolve directly with SouthWest without intervention from additional services.
Business Response
Date: 05/01/2025

Attached is the response to BBB Complaint 23270811

Customer Answer
Date: 05/06/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/30/2025
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.
So we got LUV vouchers for having a bad experience on a flight and they were issued so we took a trip on march of this year we booked the trip I believe in October and for whatever reason they didnt work when we tried to apply them so I contacted southwest before they expired and I was told that they would reissue them to let for another email and I just assumed that they sent it so when the trip came up and I tried to look for the credits to make a change to the flight back I could not find them and I talk to a representative in the airport and they said that there wasnt anything she could do. So I just want to be able to use them since we werent able to use them for that particular vacation and we have a trip that we are planning coming up in July. I am attaching the pictures with the information on them
Business Response
Date: 04/30/2025
Attached is the response to BBB Complaint ********

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Southwest Airlines Company is NOT a BBB Accredited Business.