Business Profile

Airlines

Southwest Airlines Company

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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

1,639 total complaints in the last 3 years.
489 complaints closed in the last 12 months.

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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:03/11/2025
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 booked a trip to ********** for December 3-7, Southwest denied a refund but provideda flight credit, being able to use it at anytime. Flight credit wasissued to someone else. I HAVE NO CLUE who this person is. They have not investigated, Southwest keeps providing a copy and paste reply. Asking this to PLEASE be investigated.
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/28/2025
I am rejecting this response because:
I am replying to follow up on a critical issue regarding flight credits owed to me by Southwest. The original purchase was made in June 2024, which means I am unable to file a dispute with my credit card company at this point.
My main concern is that Southwest has apparently issued my flight credits to someone else. To resolve this, I request that you either refund the original purchase amount or reinstate the flight credits that were initially promised to me.
I am disappointed that the responses I've received so far seem generic and do not address the specifics of my situation. I urge you to investigate this matter thoroughly.

Thank you for your attention to this issue.

Business Response
Date: 04/03/2025
BBB Complaint ********
Initial Complaint
Date:03/11/2025
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 December 21, 2023, my family and I were scheduled to fly from ******* (SEA) to ********** (LGB) on Southwest Airlines Flight WN823 to board a Carnival Cruise departing the same afternoon. We also repurchased the tickets back to *******. However, due to aircraft maintenance, Southwest delayed the flight but failed to notify us until we were already at the gate. This last-minute notice left us no time to arrange alternative travel, causing us to miss the cruise departure despite arriving at the airport on ******* a direct result of Southwests failure to provide timely notice, we suffered significant financial losses:Missed cruise days We lost three days of our $7,614 prepaid cruise for four adults and two toddlers, totaling $3,273 in prorated loss.Additional airfare We had to purchase last-minute outbound and return flights totaling $2,406.46 to reach the cruises next port and return home.Lodging & food Since we couldnt board the cruise immediately, we incurred $850 in hotel stays and meals in ****************Transportation costs Extra taxi and airport transfers totaled $250 due to last-minute itinerary changes.Southwest only refunded $513.13, which does not cover the significant financial losses their lack of communication caused. They refused to reimburse the additional airfare, lodging, food, and transportation costs, as well as the lost cruise days, even though the delay was due to their aircraft maintenance issue and their failure to notify passengers in advance.We are requesting full reimbursement of $6,779.46 to cover:$3,506.46 (extra airfare, lodging, food, transportation)$3,273 (missed portion of cruise)Southwests failure to provide timely notification prevented us from making alternate travel arrangements and caused unnecessary financial hardship. We expect them to take full responsibility for the impact of their service failure.
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint 23051893

Customer Answer
Date: 04/15/2025
Dear BBB,
Thank you for forwarding Southwest Airlines response.
While I appreciate that a check was issued for some of the inconvenience, the resolution does not fully address the financial impact we suffered due to the airlines last-minute flight cancellation caused by aircraft maintenance (non-weather related). Because of this, we incurred significant additional costs, including:
$2,406.46 in additional flight costs (outbound and inbound),
$754.24 in ****** lodging in ***************,
$713.18 in food and transportation while stranded and rerouting,
$494.43 in car rental price difference,
3 lost days of the cruise, totaling $3,279 (prorated from total cruise cost).
We are requesting full reimbursement of these documented expenses, which were shared in our original submission. The disruption was entirely due to a mechanical issue with the aircraft and not an extraordinary circumstance outside the airlines control.
We kindly ask Southwest to review our documentation again and offer a more appropriate resolution based on the actual expenses incurred and the loss of the first three days of the cruise.
We remain open to further dialogue and sincerely hope Southwest will stand by its commitment to customer care.
Sincerely,
Xi Sun
Customer Answer
Date: 04/15/2025
Additional Note Regarding Southwest Response Complaint #********

Id also like to note that, according to a Southwest gate agent we spoke with at the time of the delay, the airline was aware of the flight disruption the night before, yet passengers were not notified until we arrived at the gate the next morning. Had we been informed earlier, we might have had more options to adjust our plans, avoid additional costs, or salvage more of our cruise. The lack of timely communication significantly contributed to our losses.
Thank you for considering this important detail as part of our ongoing request for a fair resolution.
Sincerely,
Xi Sun
Business Response
Date: 04/23/2025
Attached is the response to BBB Complaint ********.
Customer Answer
Date: 04/23/2025
I am rejecting this response because:
Thank you for sharing Southwest Airlines response.
While I appreciate their offer of $1,454.22, I must respectfully decline, as this amount does not fully address the substantial and unexpected costs my family incurred due to the delayed flight.
As detailed in my original complaint, I am requesting reimbursement for the following expenses directly resulting from the delay:
Makeup flight costs: $3,921.76 (Southwest refunded the original flights as credits, but we had to purchase last-minute flights to *************** in order to catch the cruise).
Price difference between original and new flights: $2,604.46 (if full flight reimbursement is not considered).
Accommodations in *************** ********* $754.24
Food and transportation (******* + *************** + cruise): $713.18
Extra airport parking due to changed travel dates: approx. $200
Partial cruise compensation for missed days (12/2112/23): Based on cruise receipts totaling $7,614, Im requesting compensation for 3 missed days, prorated at $3,263.
?? Total requested compensation: $8,535.88
(Or $7,218.58 if only the flight price difference is considered instead of full replacement cost.)
These expenses were entirely preventable. A gate agent acknowledged Southwest was aware of the delay the night before, yet no notice was given until passengers arrived at the gate. With proper notice, we could have avoided the flight disruption and missed cruise.
I hope Southwest will consider full reimbursement for the above expenses to resolve this matter fairly. Thank you for your continued support in helping us move forward.
Initial Complaint
Date:03/11/2025
Type:Customer Service 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'm submitting this complaint in protest and disappointment to the upcoming changes in May regarding the newly added costs of checked bags, devaluation of points, and the creation of restrictive basic economy fares announced by your company. Southwest has a large following and loyal customer base that was built off the perks and benefits you used to provide. Your heart logo and ads implied that you were different than other airlines and cared about your customers. That is no longer the case. If you perform a simple internet search you will come across many articles and posts with comments from your angry loyal customers that feel disappointed and betrayed by these changes. You are now just another airline and subject to the same considerations when people are choosing which carrier to travel. Furthermore, your once loyal customer base (for a while) will now go out of their way to avoid your airline as a result of these changes. As for me, I have fond memories taking Southwest almost exclusively during my college years. Back then it was a no-brainer because I was a college student with little money just trying to get to/from school. It's heartbreaking that the airline that was an important part of my young adult life has chosen to turn their backs on their own values and customers.I will be doing my part to warn my friends and loved ones of your changes and encourage them to choose alternatives when traveling. Without your perks, Southwest Airlines is not competitive at all against others such as United and Alaska Airlines (at least for travel within **********). I realize this message will most likely fall on deaf ears/eyes. Your new investors have provided a mandate that your management needs to fulfill. If anything this email is purely a warning; one of many voicing the dissatisfaction with the changes. If Southwest chooses to heed the warnings it may be possible to repair the relationship with your customers in time to avoid major impacts to your business
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:03/11/2025
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 have not been on a southwest flight since July of 2023. I am trying to figure out why I there was a purchase of $71.80 and then a refund of $71.80. Who is utilizing my credit card and why did this happen???Credit card has a last 4 digits of 6024 and a valid date of 2/****** did southwest even use this card without my knowledge??
Business Response
Date: 03/25/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/25/2025
I am rejecting this response because: no personalized messages about this. You can tell they literally just went into a folder and picked a pre scripted response. Southwest allowed this unauthorized charge to process. Shame on southwest.
Business Response
Date: 03/31/2025
BBB Complaint ******** requires additional review. Southwest Airlines will contact the Customer to address their concerns
Customer Answer
Date: 03/31/2025
I am rejecting this response because: Again received the same cookie cutter response. Same response as last time.
Initial Complaint
Date:03/11/2025
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.
In october 2024 i booked a trip for a family of 5 to ******, **** in May 2025 (confirmation # 2NMHON). I recently had a death in the family and am unable to take that trip. That along with all the uncertainty of flying with everything happening i called southwest and asked for my money to be refunded. The *** informed me that i need to submit my request via online using the "help" button which i did. I received case # . *********I have yet to receive a refund, today i called to check status and they told me i needed to wait 30 days. I am asking for a little help with getting this resolved. Thank you!
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/27/2025
I am rejecting this response because: I have submitted the online obituary. I would like to keep this complaint open until I receive formal communication that my refund will be processed.
Business Response
Date: 03/28/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/28/2025
Southwest has agreed to issue a refund.
Initial Complaint
Date:03/10/2025
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.
My Rapid Rewards nunber is *********. In December 2024 I purchased 5000 points so I would be upgraded to A list status. I was told that this would take effect in 2025. I contacted Southwest Airlines when I noticed that Rapid Rewards A list status was not on my account. I have called several times about the same issue. I purchased the amount of points I was told I needed to purchase. The sum of my other points equally ******, but now I'm being told I don't have enough points.
Business Response
Date: 03/25/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:03/08/2025
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 with Southwest Airlines from ************* to ************. 5 minutes before boarding for the plane, our flight was delayed from 11 AM to 2:42 PM due to air traffic control. My electronic boarding pass on my phone also updated to the time of 2:42 PM. My husband and I went to the desk to confirm this information and the representative told us yes this was correct and the flight time was now 2:42.We were never told to wait around in the gate area, so we went outside since we had 3+ hours to spare. If we had been told that an air traffic control issue could be lifted at any time and to stick around, we would have. But the representative we spoke with did not mention any of ******* 10:55 AM, I got a notification that my boarding pass had been updated and the original takeoff time for our flight was 11 AM. ****** still showed the delayed time of 2:42 PM. My Southwest App showed a takeoff time of 11:06 AM, so we were getting conflicting information of which was correct. We rushed through security to try and catch our plane, but a 5 minute notification was not enough time to catch our plane.When we got through security, we went to the Southwest Service desk and talked to them about our situation. They offered us a new flight time, which was 9 hours later. I asked for it to be escalated to a supervisor, so a supervisor came over. The supervisor insinuated that we were irresponsible and should have never left the terminal/gate, even after being informed that the original representative we spoke with never informed us that this delay could change at any time. My email shows I was notified of the delayed time, but I never received an email notifying me of the flight time changing back to the original time of 11 AM. They offered no credit, they did not take accountability for the situation, and they were rude to my entire family.
Business Response
Date: 03/26/2025
Attached is the response to BBB Complaint ********
Initial Complaint
Date:03/05/2025
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 10/15/2024 I purchased two tickets on H323430343339****30**H, confirmation # ** NMHY, which totaled $377.95. While travelling on 02/22/2025 my husband asked if I could upgrade us to first class on the flight to make him more comfortable. He is handicapped and needed assistance at the airport already. I went in my H323430343339****30**H app and selected to upgrade our seats. Their top option was Business Select. I chose that option for $620.50 each. When we arrived, on the plane having priority boarding due to a wheelchair anyway, I turned to the left where first class seats are typically located. The attendant asked me where I was going. I said, "First class." He said, "We do not have first class seating, all seating is first come first serve. So, we sat in tiny seats on an overnight flight, had no in flight entertainment, and got two glasses of cheap red wine in paper cups for our $1241! I felt completely taken advantage of and have been complaining to SW only to be offer two $100 vouchers. If business select does not offer first class accommodations such as roomier seats, reclining seats, better food, special section of the plane, it should say so! I felt it was false advertising not to offer this. Why would anyone pay $1618.95 for inflight wifi, priority boarding, and two drinks for two people? I requested a refund of $1200, paying my original $377.95 plus $41.
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/28/2025
I am rejecting this response because: I never would have spent $620.50 each if I knew there was no First Class seating. Our original tickets were a third of that cost. Why would anyone pay $620.50 for no more benefit than a paper cup of poor red wine? Our wifi was used by the person sitting with us, but we did not use it. We had Priority seating already because my husband was in a wheelchair. His fee was reimbursed, but mine was not. I still want my $620.50 back for my ticket or at least $600.
Initial Complaint
Date:03/04/2025
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.
I had a flight with Southwest on 2/13 from *** to ********* ******* that was initially delayed but we were given no reason as to why. Upon finally boarding, we were further delayed as they had to call maintenance to repair an overhead bin. We waited over 30 mins for maintenance to duct tape the bin closed. I had a car rental reservation to pick up at the *********************************************. Due to these flight delays, I arrived after the rental counter closed (12:30am). I was not able to pick up the rental car due to Southwest's delays. I had to take a taxi to my hotel and then a Lyft back to the airport the next morning (2/14/2025) in order to pick up the rental car. The transportation back and forth from the airport was $94.69 out of my own pocket. I was denied this refund and was told to file a claim for a voucher which Southwest also denied. If Southwest had not been delayed and my flight was on time I would not have had to pay to take transportation back and forth to the airport.
Business Response
Date: 03/26/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/26/2025
I have reviewed the business response and accept this resolution on the condition that the amount of $94.69 will be refunded to me. The business' response attachment did not include an amount.
Initial Complaint
Date:03/03/2025
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 filing this complaint against Southwest Airlines for failing to honor its own stated policy regarding refunds of non-refundable tickets in cases of a death in the immediate family. According to Southwest Airlines, they consider refunds under these circumstances. However, despite my request and submission of proper documentation, the airline has refused to issue a refund and is instead offering a travel credit that the affected passengers have no use for.On February 25, 2025, Trinity and ***** father passed away. Today, March 3, we buried their father. I submitted a refund request to Southwest Airlines, providing a copy of his obituary as required by the airline. Despite this, Southwest Airlines has denied a refund. We received a reply from ****** at Southwest that felt incredibly cold and lacking in compassion. She ended the message with, We look forward to seeing you on board!an exclamation point and allas if this were just a routine cancellation rather than a response to a family tragedy.Trinity was recently diagnosed with cardiomyopathy at the ***********, and **** is autistic. Given their medical and personal circumstances, a travel credit is not a viable resolution. Issuing a full refund, per Southwest's own policy is the only reasonable and compassionate course of action.I am requesting that Southwest Airlines honor its stated policy and issue a refund instead of a travel credit. The refusal to do so, despite the clear and tragic circumstances, reflects poor customer service and a lack of compassion.I appreciate the BBBs assistance in helping facilitate a fair resolution.
Business Response
Date: 03/27/2025
Attached is the response to BBB Complaint ********
Customer Answer
Date: 03/27/2025
I have reviewed the business response and accept this resolution.

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Southwest Airlines Company is NOT a BBB Accredited Business.