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Business Profile

Airport

DFW International Airport

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for DFW International Airport's headquarters and its corporate-owned locations. To view all corporate locations, see

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DFW International Airport has 4 locations, listed below.

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    Customer Complaints Summary

    • 22 total complaints in the last 3 years.
    • 5 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:03/10/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 August 21, 2024 I used my credit card to pay for a T-shirt at *** Texas Marketplace located at **** E in DFW Internation Airport in ****** *****. The price for the T-shirt was $10.80. After a while I noticed that my credit card balance was higher than normal. I asked my son ******* **** to help me find the reason for that. That is when you found out that DFW Texas Marketplace charged me $1,080.42 as opposed to $10.80. On November 27, 2024, immediately when we found the reason for the high balance, we called at ************** *********** and talked to ******. She advised us to try to contact the merchant first. We called the merchant twice on 11/27/2024. The first time we were transferred to other stores until they hung up. Second time went straight to the voice mail. We left a voice mail and never received a call back. Same day on November 27, 2024 we called *********** again to create a case.We are asking the merchant to investigate and return the money to the credit card. We are available to talk to the merchant.

    • Initial Complaint

      Date:02/21/2025

      Type:Product Issues
      Status:
      Unanswered
      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 falsely misled by an email sent over by *** Lost and Found to retrieve my item. I lost my luggage at the security checkpoint and was that the luggage could be put on the next plane. When the *** lost and found received my luggage they informed me via email if I wanted it returned I would have to pay all the associated shipping fees. This was never communicated to me previously. We reached out to DFW airport customer service on the phone to try to find resolution, however the representative said it's not their fault because she knows for a fact I was informed it could've been picked up because her team would never give wrong info. They said I could have picked it up instead if I wanted to. There was no option to do so and I was never informed that I would even need to go through ***. I read that all respective airports handle their lost and found items. A ******* crew member told me on flight that their team would handle shipping which was a lie. When I found out this was untrue I wasn't presented with another option I was just told to pay this large sum amount to receive my things back.

    • Initial Complaint

      Date:12/26/2024

      Type:Product Issues
      Status:
      Unanswered
      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 writing to formally address an issue regarding a discrepancy in parking charges at DFW Airport. I booked pre-paid parking in advance, for which I was charged $43. However, upon leaving the parking facility, I was charged an additional $64, totaling $107.Details of the Incident:Pre-paid booking reference number: DFWTB-****** Date and time of entry: 12/17/2024 Date and time of exit: 12/18/2024 Parking location: *************** additional charge was unexpected and appears to be an error, as I had already pre-paid for the service.Impact:This overcharge has caused both financial inconvenience and frustration, as I relied on the pre-paid reservation to avoid such issues.Resolution Requested:I kindly request a full refund of the $64 overcharge and an explanation of why this occurred to ensure it does not happen again in the future.Supporting Documents:I have attached the following for your reference:Receipt or confirmation email for the pre-paid booking ($43).Receipt or bank statement showing the additional charge ($64).Please address this matter at your earliest convenience. You can reach me at ****************** or ************ if further clarification or documentation is required.Thank you for your prompt attention to this issue.Sincerely,[Your Full Name]

    • Initial Complaint

      Date:09/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Hello I pre-booked parking and never used the service, I called to get a refund of ***** and they would not give me my refund. The confirmation number is DFW-EC-*******. They gave me so many different numbers to call and no one was able to assist with refunding me my money. I also tried to submit the request online but the system would not process the request. No where does it say they have a NO REFUND policy on parking that was not used. Here is a list of numbers they advised me to use that did not work: ************ ************ Please refund me my money.

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 paid for North Express Covered parking from July 25, 2024, to August 2, 2024. Upon arrival, I attempted to park in a covered parking spot by E Terminal, as indicated by your garage's electric sign. Taking the luggage out of my car, I was told I could not park in the covered lot and directed to an exposed South Express lot. My confirmation page with the ** code was not acceptable. I moved my car to an ********************, row 4 parking spot. I paid for covered parking so my car would not bake in the summer sun, thunderstorms, and hail for 9 days. My money was wasted.Leaving the airport on Friday, August 2 at approximately 7 PM, the automatic gate would not open. I had my ** code scanned. The gate would not open. I pressed the assistance button and was told help was coming. It did not arrive. I ended up paying with my debit card to leave your *********** stated above, I am not ******** may be too much of an assumption on my part to expect a refund, but I want to express my rage at the sham parking operation I experienced.

    • Initial Complaint

      Date:10/30/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 mum got a plane Sat 28th October from *************** to *** at *****pm due to arrive in ****** at 4pm-ish and in time for the evening flight to *******. I had booked her assistance as she is 84, semi blind, hard of hearing, not very well and prone to anxiety. At ****** the wheelchair pusher did not know where to take her and took her to the wrong gate for her flight to ELP. She could not see any flight information anywhere. She therefore missed her flight. She was very upset and was taken to spend the night in a waiting room at the airport and told she would be collected at ****am. By ****am nobody had come to get her for the 9am flight. She tried to find it and could not see any information boards telling her which gate to get to. Also it gives her pain walking around that much as she has arthritis. So she also missed that flight. She got the one after that and is home today, over 12 hours off schedule, shaken, frightened and exhausted,

    • Initial Complaint

      Date:08/02/2023

      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.
      On June .30 our flight was canceled and we all had to sleep at the airport terminal d, the 7 eleven workers were very disrespectful at 1:00 am in the morning throwing boxes and laughing cause they woke everybody up, very disrespectful

      Business Response

      Date: 08/22/2023


      Thank you for contacting *** Airport with your concern related to your recent travel experience. Firstly, I want to express our sincerest apologies for the unpleasant experience you had during your stay at Terminal D on June 30. We deeply regret any inconvenience caused due to the behavior of the 7 *************** and we understand how distressing this must have been for you and fellow travelers.

      Please know that we take your feedback seriously, and we are committed to providing a positive and comfortable experience for all passengers at our airport terminals. While concessions such as 7 Eleven operate independently of the airport, we have already communicated your concern to the operator and emphasized the importance of maintaining high customer service standards at all times.

      We genuinely appreciate you bringing this matter to our attention and giving us the opportunity to make necessary improvements. Your feedback is invaluable,and it plays a vital role in helping us refine our services.

      Once again, we apologize for the inconvenience you experienced, and we hope that your future experiences with us will be significantly improved.

    • Initial Complaint

      Date:05/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      April 6th park at *** garage E ask a valet member how much was it to park he said 15$ I lol around I seen no signs saying how much parking was so I proceeded to park went to ***** until April 11th get back trying to get out garage the guy tells me it ******$ to get out I say how he say its 27$ a day I say no valet guy said 15$ a day he say he lied to you lol ok so I was stuck paying the ****** I will had never park for that price my rental car out of town wasnt even that much like I said I look around there is no signs in plain sight saying how much parking is so you will just have to pay what ever they tell you it is I travel a lot all other airports have signs at the garage entrance saying how much parking is DFW parking is a joke ..

    • Initial Complaint

      Date:01/30/2023

      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 have purchased a prepaid parking at the DFW Airport in ******, ** in the amount of $37.50. After, exiting the airport my NTTA toll tag was charged $81.00 as the reader failed to scan it, assuming i had not have prepaid parking. I have contacted the customer service and was told that a refund of $81.00 will be issued. It has been 30 days and every time I contact the DFW ****** I'm told to give it another week. DFW-EC-******* Toll Tag - DFW01820218 License Plates - *******

      Customer Answer

      Date: 02/02/2023

      Case can be closed, I was contacted by the business and refund was issued, thank you.

    • Initial Complaint

      Date:12/01/2022

      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.
      I lost my phone on the 23rd and I have been calling and no one will answer I know they have it bc they answered my phone and told me they had it so I file and lost and found claim and they send me someone else's phone this is causing me a lot of stress and money I'm going to have to go buy a new phone no to mention the other person phone I got and also I had to pay shipping costs for someone else phone. It's just ridiculous that no one will help me and I have been trying for a week now. I have a business that I run off of my phone and it has caused horrible problems. I can't get into my bank or my cash app like this is causing lots of money problems causing me to be late on bills. It could have be resolved a week ago if someone would have just returned my phone call from terminal c lost and found

      Business Response

      Date: 03/06/2023

      Business Response /* (1000, 5, 2022/12/02) */ Terminal C Lost & Found is handled by American Airlines and their contractor, Prospect Air Services. They are completely unaffiliated with DFW International Airport, who has a completely different location and contractor to handle lost & found items.

    DFW International Airport is NOT a BBB Accredited Business.

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