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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Airlines

Southwest Airlines Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Find a Location

Southwest Airlines Company has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 1,596 total complaints in the last 3 years.
    • 473 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      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 May 14, I was unable to *********** travel *************** to ******* via ********* due to issues with the first flight and missing my connecting flight. I was offered no hotel voucher and left stranded at ***********. I was promised.a Luv.Voucher for the $372.27 I had to pay out of pocket as a result of the situation. I was approved for said voucher and told I would receive one for the same amount of money by June 4. I submitted all of this through the website and was approved but haven't received the voucher. Case #*********

      Business Response

      Date: 06/05/2025

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

      Customer Answer

      Date: 06/05/2025

      I am rejecting this response because:   I already had an approved voucher for such. There was a case already submitted. I'm asking for what was already approved and should have been sent to me. I'm not asking for reapproval.

      Customer Answer

      Date: 06/05/2025

      There is already a case that I referenced the number of and attached was an image of the voucher approval. Please read what I send, Southwest.

      Business Response

      Date: 06/06/2025

      BBB Complaint XXXXXX requires additional review. Southwest Airlines will contact the Customer to address their concerns

      Customer Answer

      Date: 06/06/2025

      I am rejecting this response because:   I've waited an entire month. I'd like this issued TODAY, not within the next 10 days.

    • Initial Complaint

      Date:05/22/2025

      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 would like to receive a refund for my ticket that was purchased a year ago, because I dont plan on flying anytime in the near future. Ticket number #****RW

      Business Response

      Date: 05/23/2025

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

    • Initial Complaint

      Date:05/21/2025

      Type:Customer Service 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.
      My name is ******** *****, and I am writing to file a formal complaint regarding a missing travel voucher that was supposed to be under either my account or my fiances account, *** ***** Zarbin *********.We have both tried every possible method to recover the voucher searching our Southwest accounts, calling customer service multiple times, and checking our emails and previous reservationsbut nothing has worked. No one we spoke with has been able to locate the ********** is extremely disappointing and frustrating that we are unable to retrieve something that rightfully belongs to us. We followed all procedures and trusted Southwests system, yet now we are left without support or resolution.Please escalate this issue and investigate the missing voucher. We expect a prompt and fair resolution.Thank you in advance for your help and attention to this matter.

      Business Response

      Date: 05/22/2025

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

    • Initial Complaint

      Date:05/20/2025

      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.
      Rr *********** 26QHFA Flight. Both of us paid for upgraded boarding. Several people without wheel chairs cut the whole line and the gate attendant did not care. We were sat in the back of the plane. People held seats for others. There was shouting. Please check cameras. The **** did not work. I do not believe we should be charged for upgraded boarding. I believe our $210 should be refunded.

      Business Response

      Date: 05/22/2025

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

    • Initial Complaint

      Date:05/20/2025

      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 bought 2 tickets to and from ******. Our return flight was supposed to be 1 stop in ******* and then from ******* to ************. Once we landed in ******* we were told our flight was cancelled and we were now being put on a flight to ********* and then would be able to get on a plane to then go to ************. This added an additional connecting flight to our trip but the story does not end there.Once we finally made it home to ******* we were informed our bags ended up in ****** so we would have to wait about an hour and a half for our bags even though we confirmed in ********* with another Southwest associate that our bags would be arriving with us. At this point I asked the Southwest associate how I would go about retrieving my bags and they plainly answered thats not my job. I also asked what they were going to do for us since we paid for a service and that service was not met. Which to they essentially said absolutely nothing.I have no idea why airlines get away with how they operate, it is very frustrating to pay a lot of money to a company and have them treat you terribly throughout the service they supposedly provide. At this time I am asking for a full reimbursement of what I paid for my flight and would love it if businesses like Southwest Airlines were held to a minimum standard of customer service such as recognizing that the service I paid for was not met. Normally if you buy a flight with 2 or more connecting flights, that flight is cheaper than those with less connecting flights. Essentially the service I paid for was downgraded and I overplayed for the actual service that I received. That should not happen I do want to make it clear that everyone who works inside the airplane did their jobs amazingly. The problem lies with the employees who work in the airports, and in this case specifically the employees working in the airports for Southwest Airlines (such as the employees at the gates and the employees in baggage claim).

      Business Response

      Date: 05/21/2025

      Attached is the response to BBB Complaint 23353526

    • Initial Complaint

      Date:05/18/2025

      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.
      *************************************************************************************************************************************

      Business Response

      Date: 05/19/2025

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

    • Initial Complaint

      Date:05/15/2025

      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 recently flew with Southwest at ************ flying into ***** and flying back to ************ on our way back home. Our luggage was damaged to the outside as well **** shattered the mirror on the inside of the luggage. I contacted the baggage claim at the airport and they said there was nothing they can do it was normal wear and tear. I filed a claim as well online and theyre telling me its normal wear and tear, but our bag did not look like that whenwe dropped it off and picked it up from baggage claim at the terminal on our way home.

      Business Response

      Date: 05/16/2025

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

    • Initial Complaint

      Date:05/14/2025

      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.
      To Whom It May Concern,I am submitting this complaint regarding Southwest Airlines handling of my checked luggage, which was returned to me severely damaged. When I arrived at the baggage carousel, I was shocked and embarrassed to find my suitcase broken open, with the zipper completely ripped out of place. The bag could no longer be zipped shut, and my personal belongings were exposed to the public.This experience was humiliating and unacceptable. The suitcase was intact when I checked it in, and it is evident that significant mishandling occurred during transit. The zipper was not simply wornit was destroyed, leaving the bag *********** make matters worse, I was told by Southwest staff that the damage was considered normal wear and tear, which I strongly disagree with. This was not a minor scuff or scratchthis was a total failure of the bags main closure, rendering it completely non-functional. I had to manually carry a 50-pound suitcase from the airport to my vehicle and then into my home without any way to properly secure it, which caused unnecessary stress and physical strain.I am requesting compensation for the damaged luggage and a formal acknowledgment that this level of destruction is far beyond what could reasonably be called normal wear and tear. Passengers entrust their property to the airline with the expectation of basic care and accountability.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.

      Business Response

      Date: 05/15/2025

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

    • Initial Complaint

      Date:05/13/2025

      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.
      On April 23 I had a nonstop return flight from *** to **********. My flight was delayed repeatedly every time I kept checking for reasons unknown to me (its Phoenix the weather isnt bad). This delay made me significantly late returning back home to **********, and then subsequently miss an important appointment that I had been on a cancellation list for and waiting nearly a year for. There was no explanation as to why the delay was occurring by *** and nothing was done for the passengers who were inconvenienced by this delay. This caused me to completely miss this appointment and had to reschedule and now I have to wait nearly 10 more months before there is another available appointment. Id appreciate some sort of compensation for the delay.

      Business Response

      Date: 05/21/2025

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

    • Initial Complaint

      Date:05/08/2025

      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 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 ********

    Southwest Airlines Company is NOT a BBB Accredited Business.

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