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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

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    Customer Complaints Summary

    • 1,632 total complaints in the last 3 years.
    • 491 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/06/2024

      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.
      southwest promo from 9/3-9/5 for earning a companion certificate was not working for multiple people i know of in ****** from 9/5 at 6pm through 930pm. When we logged in it had the promo banner. We would click the banner to register and there was no "Register Now" yellow button. We tried going in through the Special offers tab and that didn't work either, on multiple accounts and devices. I called ********************** on 9/6 at ************ to see if any other issues were reported. She had me on hold for almost 17 minutes and when she came back on she said "we didn't have any issues" obviously they did if 5 of my family members I know of were unable to get their page to load to register properly

      Business Response

      Date: 09/10/2024

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

      Customer Answer

      Date: 09/11/2024

      I am rejecting this response because: 

      Please note that I was aware of the promotion dates. I contacted Southwest the next day to make you aware of the problems myself and 4 others experienced during the time of the promotion. The agent had the same response as yours. I wanted to bring it to your attention, and make you aware that there was an issue. It seems it was not a widespread issue, as it only affected 5 people including myself, that I know of.

      Thank you for your time, and persistence in brushing off my concerns. 

    • Initial Complaint

      Date:09/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ticket to travel on a southwest flight the morning of 8/31/24 returning 9/2/24. I woke up in the morning violently ill. I was barely able to peal myself off the floor to take a covid test which I tested positive for. I missed my flight and called today 9/1/24 when I was finally physically able to hash it out. I shared what had occurred and let them know I obviously would not be able to take my flight home. I was informed it was company policy that I would not receive a refund or credit for my flight. That is unreasonable considering the circumstances and requested to elevate my complaint to someone who could help me. The agent ******** said there was no one else that would help me. Furthermore, she said I had revoked all rights to the funds and points attached to my flight home which is ridiculous. There is absolutely no justification for my losing hundreds of dollars for a flight home that hasn't even happened. Just because I got sick with ***** and was indisposed for the departure flight doesn't mean my return flight should be penalized as well. I would like a full refund or credit for both my flighst. The entire country makes provisions for covid - including schools, churches and hospitals but apparently Southwest Airlines operates from its own self-serving playbook. This is an outrageous "policy".

      Business Response

      Date: 09/03/2024

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

      Customer Answer

      Date: 09/05/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:09/01/2024

      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.
      There have been multiple flight credits that were supposed to be issued that never made it to my account. And before you all say that they wouldve expired by now I never saw them available for my Joose on my account. They never made it to my actual account in order to be available for me to use before their expiration.

      Business Response

      Date: 09/04/2024

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

    • Initial Complaint

      Date:08/31/2024

      Type:Product Issues
      Status:
      Resolved
      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 Southwest on May 19th 2024. On the flight out of *** there were mechanical issues both on board and at the gate which resulted in delays which made us late landing in ***. I missed my connecting flight which was the last flight of the night to my destination. Southwest stated they did not have any available hotels/vouchers and to book any available hotel and they promised I would be reimbursed. I told the gate agent specifically I did not have the money to pay for this and would be putting this on my CC but he showed me the ** code process for reimbursement and promised I would be reimbursed. I booked a hotel super far from the airport since the city had suffered a ************** were booked up and had just a few hours of sleep before having to return to the airport.Additionally, I have a cognitive disability and I was supposed to have an ****** meet me as I deplaned to ****** me to my next gate. I verified this at the check in desk and the *** departure gate (twice) since I knew I had a tight connection. Since my flight had already left, they would have been extremely helpful in helping me find where to go to figure out the overnight travel but when I deplaned no one was there to help me. I found a random Southwest person who told me there were Southwest customer service desks at both ends of the terminal but that wasn't true and I found two guys standing at a arrivals desk helping two other people and asked if they could help me and thankfully they were the ones to help walk me through the process to book a hotel & for reimbursement. On 6/18 Southwest emailed me stating they would be mailing me a check for my reimbursements but I have not received that check. I have attached a detailed breakdown of the 7 calls I have had with Southwest representatives having been lied to and berated for even calling to followup. I am paying interest at this point and Southwest needs to stop blowing me off. I am owed $275.01 and at this point they should add interest.

      Business Response

      Date: 09/03/2024

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

      Customer Answer

      Date: 09/09/2024

      I have reviewed the business response and accept this resolution as long as I receive the check in the mail that they promised. Ive been told by them for months that a check was mailed and I have yet to receive one. I will file another complaint if I do not receive the check this time. 

      It should also be noted that just because they failed to receive any information from Houston regarding the ********** services Southwest promised were in place for me - this does not release them from being negligible to their passenger who self identified to two agents. Southwest just is trying to state they are not responsible.

    • Initial Complaint

      Date:08/31/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 ask for a onetime courtesy love voucher as i am in the army stationed at ********* . My original flight was to leave on the 30th which i had to cancel and rebook based on needing to come back to base. Then the new flight leaving on the 31st we were not able to leave the base either and had no access to phone to cancel. Both myself and *************************** are soldiers and both in same platoon.

      Business Response

      Date: 09/03/2024

      We responded to Complaint ******** via email on 9/3/2024

      Customer Answer

      Date: 09/03/2024

      I have reviewed the business response and accept this resolution. Thank you very much. Southwest is amazing and customer service truly does look out for its customers. 

    • Initial Complaint

      Date:08/30/2024

      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.
      Date: 08/18/24 - 08/26/24 To start the 1st issue, I booked a Direct flight to *********** two months ago when I booked a Direct flight from *******, which was canceled without any notification. I was lucky to check the *** a few weeks prior and contact the company that changed the flight to a connected flight to *******, which I was forced to accept since I had already booked a non-refundable resort vacation. Moving on to the date mentioned above, I had many problems checking both ways, which cost me a seat position and over 300 minutes international.Moving forward to the return flight, our flight was supposed to leave *********** at 1.55 pm on the 25th, which was delayed due to issues with the flight arriving from *******. And we were told it would come at 2.45 pm. At 3 pm, we were advised that the flight was rerouted to ******** instead of runway maintenance. We stayed till 6 pm when we were instructed to leave the airport. The airlines are not responsible for cancelation, and we must find hotels. And it is not Southwest mistake. It was a southwest issue since the flight did not arrive on time before they started the Runway work at 2.30. Anyway, this inconvenience cost us over $1220 in damages, as below A full day out of work for myself: $400 A full day out of work for wife $400 Hotel $150 Nanny stays over $250 Transportation from the airport is $20. Not to mention the stress and headache these issues caused, which turned a birthday vacation into the worst travel experience, my request is to be reimbursed for the amounts above. I hope BBB can assist me with the issue. I want to add that we received notification (2) of 200 vouchers as an apology. We'll not accept this apology, and I hope BBB can get me the amount lost due to negligence and mismanagement.

      Business Response

      Date: 09/03/2024

      Attached is the response to BBB Complaint 22221855.

      Customer Answer

      Date: 09/03/2024

      I am rejecting this response because: Southwest did not provide satisfactory solutions for my asks. What I'm asking for is reasonable for what I had to spend/lost due to Southwest Miss management. 

    • Initial Complaint

      Date:08/30/2024

      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.
      I was traveling on Southwest Airlines from ******* to ***** and we had a stop in *******. Ive asked the server twice for something to drink because my throat was dry like a piece of wood and she refused.

      Business Response

      Date: 09/03/2024

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

    • Initial Complaint

      Date:08/30/2024

      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 purchased a ticket with confirmation number 49TZQI and arrived at the airport 3 hours before the flight. *********************** was experiencing delays from the bad weather. They told me my flight was delayed for 5 hours, i couldn't wait that long and she told me i could get a refund online. The website kept giving me an error and wouldn't let me cancel the flight. The lady at the desk told me she wasn't able to cancel it on her end either even though nothing was my fault. So when time came by for the original flight which was delayed, the cancelled my ticket and gave me no refund. I WAS SCAMMED FOR $365.98! I want a refund!!

      Business Response

      Date: 09/03/2024

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

    • Initial Complaint

      Date:08/29/2024

      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.
      Subject: Request for Assistance with Flight Cancellation and Refund Dear Southwest Airlines Customer Service,I recently purchased a flight with Southwest Airlines for the first time to visit family in ********* and *******. Unfortunately, a family member who was planning to travel with us was notified shortly after our purchase that the surgery they are having could lead to complications if they were to fly. As a result, they are no longer able to travel.Given that the travel dates are still over a month away, we decided to cancel their seat. However, we were informed that the amount paid for their ticket is non-transferable and is tied to the individual's name, even in situations where the individual cannot travel due to unforeseen medical circumstances.When I called Southwest Airlines today, August 29th, to discuss this issue further, I was advised that the funds are indeed tied to the specific person, even in cases involving children or instances where someone passes away. When I asked to speak with a supervisor to understand the policy better and seek further assistance, I was told there are no supervisors available and that they could not provide any additional help.While I understand policies are in place for a reason, it feels unfair that there is no flexibility, especially considering the travel dates are still quite some time away. I believe that a more customer-friendly approach would help ensure a positive experience, particularly in circumstances involving medical concerns.I would greatly appreciate it if someone could review this situation and provide a resolution. I hope Southwest Airlines can demonstrate the understanding and flexibility I have come to expect from a reputable airline.

      Business Response

      Date: 08/30/2024

      BBB Complaint ******** was addressed by phone on 08/30/2024

    • Initial Complaint

      Date:08/29/2024

      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 received a voucher from southwest on 04/27/2023 and each time I tried to redeem the flight it showed an error and being invalid I have called Southwest several times about this and I was told that it was expired but how could it be expired when I tried to use it several days and weeks before it expired and I had to wait for someone from Southwest to give me a call back in regards to this matter and by the time someone reached out the time had passed and the representative was very nasty and rude. The least that Southwest can do for me is give me a refund for the trips that I paid for and couldn't take due to surgery and being hospitalized.

      Business Response

      Date: 08/29/2024

      BBB Comlaint ******** was addressed by phone on 08/29/2024.

    Southwest Airlines Company is NOT a BBB Accredited Business.

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