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Southwest Airlines CompanyThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
01/30/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 01/14/2025 I canceled a trip I had scheduled with southwest airlines. I was told I could not get a refund; was told I would receive credit. To this day I have not yet received credit. Tried contacting southwest thru their website. They have no phone number listed so I could not call them. The site is not user friendly when it comes to contacting them about an issue. It's very easy to book a flight; but after they have your money your pretty much on your own.Business response
01/31/2025
Attached is the response to BBB Complaint ********Customer response
01/31/2025
I have reviewed the business response and accept this resolution. I only contacted the BBB, because It has been several weeks, I had not yet received my credit and was unsuccessful at contacting Southwest thru their website. If the credit is finally awarded I am satisfied and thankful.Customer response
01/31/2025
Just for the record, the credit is still not posted to my account. Just wondering when will the credit post.Initial Complaint
01/30/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
Made Southwest Airlines reservations (28CU7A) for January 23, 2025. Unfortunately, I had to cancel on January 17 - one week before. Information - that I saw was to cancel the flight 10 minutes before the flight. I am not a frequent flyer. I am being told the flight was non-refundable. $510.95 is a lot of money for someone that is not a frequent flyer. I contacted customer service and was told this is their policy. I don't believe this is fair. I was told this is a special price for this flight. I saw listed 4 prices and chose supposedly the least expensive? I am trying to get a refund. Thank you!Business response
01/31/2025
Attached is the response to BBB Complaint 22875401Initial Complaint
01/30/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im writing to report the flight attendant, ***. There are three issues: 1. My family bought priority boarding, and thus we chose to sit at the exit row. *** asked my parents whether they speak English, my parents responded yes they speak English. *** refused to let them sit on the exit seat because he believed they didnt by our Asian appearance. He asked my parents to move. He didnt ask any other passenger on the row whether they speak English. At that time, there are no good seats left, the priority boarding we got is wasted due to racial discrimination. 2. one guy got a seat in a row thats after ours. He refused to let my parents sit there because he was taking the seat for his wife. His wife didnt seem to have priority boarding and boarded after at least 30 people are on the plane. The flight attendant *** watched the entire conversation, casually chatted with that guy, and didnt stop that guy from occupying seats for passengers with later boarding number. If everyone can occupy seats for people with later boarding numbers, why do we need to pay $50 for each of us for our priority boarding and was forced out by ***. 3. Im sitting at 11B, the middle seat that is at the exit row. There is no seat between me and the window. The guy who occupied seats for passenger with later boarding number insisted that the window next to me is his window. He claimed two windows and refused to let me open my window on my row to get some light to read books. I called flight attendant to help. *** came, and he insisted that the window next to me is that guys window because I cant reach that window. After I showed him I can easily reach that window, *** said that window is close to that guy. I asked where that rule came from, *** said its courtesy. *** is clearly not acting as a middle agent but guided by discrimination. We demanded apology and refund of two priority boarding.Business response
01/31/2025
Attached is the response to BBB Complaint 22874603Initial Complaint
01/28/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am writing to formally report Southwest Airlines for engaging in questionable and misleading business practices.Recently, I attempted to purchase a flight ticket listed at a specific price. After selecting the flight and adding it to my cart, I was ready to complete my purchase when I encountered an error at checkout, stating that the price was no longer available. Despite the fact that I had selected the ticket moments before, the system abruptly raised the priceby a significant marginforcing me to pay far more than originally anticipated if I wanted to complete the transaction. This happened not once, not twice, but four times.This practice feels incredibly deceptive. It creates a bait-and-switch experience where customers are led to believe theyre paying one price, only to be blindsided at the last moment. While I understand that prices can fluctuate due to demand, the timing and execution of these changes seem deliberately unfair.Consumers rely on accurate and reliable pricing when booking travel. Southwest Airlines current practices erode trust and give the impression of exploiting customers for profit. I urge the ********************** to investigate these practices, as they undermine transparency and fair dealing in the marketplace.Business response
01/29/2025
Attached is the response to BBB Complaint 22871018Initial Complaint
01/27/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear Better Business Bureau,I am writing to formally file a complaint against Southwest Airlines regarding damage to my checked luggage on their flight from ******* to ********* on Jan 26th (WN1760)When I checked in my suitcase in *******, it was in perfect working condition. However, upon retrieving it at my destination in *********, I found that two wheels on the same side of the suitcase were no longer functional, rendering the luggage immobile.I immediately reported this issue to Southwest Airlines baggage office at the *****************. Despite explaining that the suitcase was fully functional at the time of check-in and showing them the damage, the airline staff refused to accept responsibility. Their reasoning was that since the wheels were not visibly broken (e.g., cracked or shattered), they could not process my claim. However, they all agree the wheels doesn't move.This explanation is unacceptable. The suitcase was clearly mishandled during transit, as evidenced by the fact that only two wheels on the same side were damaged. Furthermore, the flight was non-stop, leaving no other opportunity for the damage to have occurred.Southwest Airlines refusal to take responsibility and compensate me for the damage caused me significant inconvenience and frustration. I believe their handling of this matter falls short of the standards expected from a reputable airline.I kindly request BBB to intervene and assist in resolving this matter. I am seeking fair compensation for the damage to my luggage. I have attached all relevant evidence, including photos of the suitcase before and after the flight, as well as any related correspondence with Southwest Airlines.Thank you for your attention to this issue. I trust the BBB will ensure that Southwest Airlines addresses this matter appropriately.Sincerely,Business response
01/28/2025
Attached is the response to BBB Complaint 22861447Initial Complaint
01/24/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 22, 2025, I purchased two tickets. On January 23, 2025, I noticed the ticket prices had dropped by $25 each, totaling $50. I contacted Southwest and spoke with an agent named ****, who informed me that, as a one-time courtesy only, a $50 refund would be processed to my **** card (ending in 4882).I requested an email confirmation or case number to verify the refund, but **** stated that this would not be possible. I then followed up with additional representatives, including ********** ***** and *****, who all reiterated that I should simply monitor my credit card for the refund, without providing any written confirmation or case details.I find this response unacceptable, as I believe it is reasonable to expect written documentation of the refund process for my records and peace of mind. I would appreciate it if Southwest Airlines could issue an official email confirmation to confirm that the $50 refund has been processed and is on its way.Thank you for your attention to this matter. I look forward to your prompt response.Business response
01/27/2025
Attached is the response to BBB Complaint 22854821Customer response
01/27/2025
I have reviewed the business response and accept this resolution.Initial Complaint
01/24/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I am filing this complaint due to miscommunication from Southwest Airlines customer service team, which caused me to miss earning the Companion Pass for ********************** good faith on the advice provided.On December 31, 2024, I contacted Southwest Airlines because I was ***** points short of the 150,000-point threshold needed to qualify for the Companion Pass. A representative spent over an hour guiding me on how to achieve my goal, recommending two partnershipsLaithwaites Wine Subscription and Blue Apron Food Subscriptionthat offered bonus points. I was assured by the representative that the bonus points from these purchases would count toward my 2024 Companion Pass qualification.Trusting the advice given, I immediately subscribed to both services and incurred significant expenses to complete these purchases. However, when I followed up on January 16, 2025, I was informed by another representative that the bonus points from these transactions would not count toward my Companion Pass qualification, contradicting the guidance provided during my December 31 call.Had I been properly informed during my initial conversation, I would not have spent hundreds of dollars on these subscriptions. This miscommunication not only cost me financially but also jeopardized my ability to qualify for a benefit I worked diligently toward throughout 2024.On January 21, 2025, I filed a formal complaint with Southwest Airlines (case number *********) requesting that the situation be reviewed and resolved. Despite explaining the situation in detail and demonstrating my loyalty as a customer and credit card holder since 2020, Southwest declined to honor the Companion Pass or offer any form of resolution. It is unclear whether Southwest reviewed the recording of my December 31 call, where the representative explicitly advised me to make these purchases.Business response
01/28/2025
BBB Complaint ******** was addressed by phone conversation on 28 JANUARY 2025Initial Complaint
01/22/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I have originally booked a flight to celebrate my wife's birthday in ****. I've booked my flight way ahead of time for 09/21/23-09/25/23 . The itinerary was Original flight information Thursday, 09/21/2023 Est. Travel Time:5h 35m FLIGHT #**** DEPARTS LAX 7:40AM *********** ARRIVES OGG 10:15AM Maui Sunday, 09/24/2023 Est. Travel Time:5h 20m FLIGHT #**** DEPARTS OGG 1:00PM Maui ARRIVES LAX 9:20PM *********** But this was modified by Southwest due to operational issues to Thursday, 09/21/2023 Est. Travel Time: 8h 5m FLIGHT #**** DEPARTS LAX 10:05AM Los Angeles ARRIVES SJC 11:15AM ************, ******: Change planes FLIGHT #**** DEPARTS SJC 12:50PM ********, ** ARRIVES OGG 3:10PM Maui Sunday, 09/24/2023 Est. Travel Time: 9h FLIGHT #**** DEPARTS OGG 9:15AM Maui ARRIVES OAK 5:15PM Oakland Stop: Change planes FLIGHT #**** DEPARTS OAK 7:50PM Oakland ARRIVES LAX 9:15PM *********** Due to this itinerary change, I had to cancel the trip since it was just too hectic for me to travel ahead of time as I had to take a day off from work on thursday 09/21/23 and an early start from **** on 09/25/23 which I had other plans scheduled. I had spoken to the representatives of other options to give me a travel voucher or some other form of payment but the only option I was given was a travel credit on my name. Its been over an year and I never get to use the flight credit myself since the airlines don't have cheaper flights to the places I'm traveling and its always an expensive option. I'd like to have alternate options for my travel credit. Can you please help. I'm attaching the flight details that was modified by Southwest due to operational issues.Business response
01/24/2025
Response to BBB Case 22843295.Initial Complaint
01/22/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
Cannot access my Rapid Rewards account. This is due to old email address linked to the account. No one at ********************** can help me get this fixed. I just want the email changed to current address ********************** Opened case #********* on 1/10. They sent instructions via email which didnt help. Opened case #********* and provided copy of my drivers license to facilitate changing email address. Didnt resolve issue. Opened case #********* on 1/19 to give them one final chance to resolve before contacting BBB. No action has been forthcoming. The email address linked to the account is an old work address which I can no longer access.Business response
01/28/2025
Attached is the response to BBB Complaint ********. Southwest Representative responded to passenger on January advising that the email address on his Rapid Reward account has been successfully updated. I verified today as well.Customer response
01/28/2025
I have reviewed the business response and accept this resolution. Southwest Airlines has successfully updated my email address linked to my Rapid Rewards account as requested. Thank you.Initial Complaint
01/21/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
On January 19, 2025 Southwest airlines sent me an email stating my new total was $1874.52 since they canceled my original flight and booked me on this one. When I called to ask about my refund the employee stated they had no knowledge of the new balance or credit. So I did have her adjust the fare but I want to know about the rest of my credits. Picture that's has total of $2499.36 i did on November 27, 2024. Picture with total of $1874.52 with sent to me by Southwest airlines. Then picture with total $2248.96. I want to know if my total went from $2499.36 to $1874.52 what happened to the $624.84.Business response
01/22/2025
Attached is the response to BBB Complaint 22838007
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Customer Complaints Summary
1,681 total complaints in the last 3 years.
455 complaints closed in the last 12 months.
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