ComplaintsforSouthwest Airlines Company
Airlines
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Complaint Details
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Initial Complaint
11/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have 2 service dogs that I have brought on 3 other southwest flights. I have never had an issue . Today the gate agent questioned if I could have 2. Asked every single person at the counter , continued to look it up. I know its not on the policy list but I did contact support for it. She could not find the answer and my flight was less than an hour to depart. They finally called a manager and of course I was correct. The other lady ******* ******* (who proudly showed me her badge ) was so rude. When I was correct , she threw my bag super hard on the belt and said its not late. I also wanted to know if my bag would make it since it was less than 1 hour til the flight, she said idk hopefully.I asked for her name because she didnt need to throw my suitcase as hard as she did. Luckily I didnt have anything fragile this trip as I am traveling for my grandmas funeral. I wouldve had her ashes in there on the way back. She proudly showed me her badge and yelled out make sure you do that as I walked away. This was a terrible experience. And you really need to update your system so agents can put 2 service dogs because I have called every time and almost every time a flight attendants says theres only 1 on the reservation. And also update your polices to let everyone know that we can have 2 instead of wasting 10 minutes looking for information. The gate agents always let me through besides this 1 time at ******. Thank youCustomer response
11/08/2024
Today 11/7 , I was racing the clock to get to the airport. I had severe menstrual cramps and showed up at 610 for my 705 flight. The gate agent questioned if I could have 2 service dogs and told her yes, theyve flown 3 times already. I told her that I was going to be late to check in my bag. She showed no sense of urgency and just went down the counter line to ask if they knew if 2 service animals were allowed. They told me theyd pay for me to get on the next flight if they cause me to miss my flight. She finally called someone to get a fast answer because its not stated anywhere on your website but I have had chat assistance tell me 2 is the limit. After confirming I was right , they said its not too late to check in my bad and the other firm THREW IT so hard. Luckily my grandmas funeral is tomorrow as I wouldve had ashes in there!! When I asked for her name because she didnt need to throw it like that, she proudly held it up ******* *******. When I asked if my bag would make it I was told I dont know hopefully. I started to walk away to security and ****** yelled out make sure you do that. After my last trip of getting kicked out of my unassigned seat after passengers who boarding AFTER me got to get the entire row to themselves. I pre boarded too!! Anyways , I fear your company as gone down hill. You need the service animals polices available for passengers and your employees to see so there is no more of this passive aggressiveness from your gate agents.Business response
11/08/2024
Attached is the response to BBB Complaint 71105570E3B11.Customer response
11/08/2024
I have reviewed the business response and accept this resolution.Initial Complaint
11/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I attempted to use a purchased Southwest Giftcard that I confirmed had $25 on the date of purchasing however the balance is now $0 and Southwest is not helping me with this issue. Attached is the southwest gift cardBusiness response
11/05/2024
Attached is the response to BBB Complaint 22505838Customer response
11/05/2024
I have reviewed the business response and accept this resolution.Initial Complaint
10/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Case ******** Southwest lost our luggage in ****** ***** They agreed to pay $200 per lost bag and reimburse for purchasing necessary items which we in the checked luggage We received $400 We have requested the other $400 and $259.79 for reimbursed items.This has been done online several times & in person at the *** baggage office in *********The representative in ******** gave is inaccurate instructions for expediting the refund and tried to bribe us into accepting $200Business response
10/31/2024
BBB complaint 70886401BC8DD was handled by email on 1/12/24Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Confirmation number 4XTPKS on 10/20/24 our flight leaving *************** was delayed flight 4142. We left ********** 3 hours late because the flight was delayed. We were told by southwest that our connecting flight would be held for us in ******** so we could get to ********. The flights were not held.We missed our connecting flight and had to stay in ********. We flew out of ******** at 7:45 in the morning of 10/21/24. This caused us to miss work and my son to miss school that day and an important exam. I also had to call my dog sitter to come to feed my dogs. I contacted southwest and was sent a 100 dollar voucher. I think for all this we deserve better then that.Business response
10/29/2024
Attached is the response to BBB Complaint ********Customer response
10/31/2024
I have reviewed the business response and accept this resolution of the extra vouchers.Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I HAD TO CANCEL MY FLIGHT. THEY SENT ME A CREDIT FOR FUTURE USE. WITH CONFIRMATION #2MXBNY. IT WAS SIGNED BY **** ***** FROM CHEAP DEALS FARE HAS A PHONE NUMBER OF ************. IT WAS SENT IN MAY 2024. I TRIED TO USE IT AND THEY STARTED QUOTING ME PRICES FOR A FLIGHT FROM ******* TO ************ FOR SEVERAL THOUSAND DOLLARS FOR A PARTY OF THREE. BUT THEY SAID THEY WERE GOING TO INCLUDE BAGGAGE AND QUOTED MY A MUCH HIGHER PRICE THAN I KNOW IT SHOULD BE.I CALLED CHEAPOWAIR AND I PURCHASED 3 TICKETS FOR $133 EACH PASSENGER ROUND ******* CREDIT SAYS FOR FUTURE USE AND I AM SATISFIED TO USE THIS CREDIT FOR FUTURE USE BUT I WANT TO GET A MARKET PRICE COMPORABLE TO WHAT OTHER AIRLINES CHARGE. I SHOULD BE ABLE TO JUST CALL AND BOOK A FLIGHT AND AFTER THEY GIVE ME A PRICE. THAN I TELL THEM I WANT TO USE THE CREDIT FOR THE MONEY I ALREADY PAID THEM.Business response
10/29/2024
Dear ****,
Thank you for contacting Southwest Airlines. Were sorry to hear our industry-leading low fares arent meeting your expectations.
Our discounted fares are often differentiated by advance purchase restrictions (how far in advance the ticket must be purchased), days of travel, and existing reservations. The closer the trip is, the higher the fare may be.
Our goal is to offer Customers the best overall travel value in the industry with low fares; no fees to check first or second bags (weight/size limits apply); dependable on-time performance; ease of switching to different flights; and outstanding ***************** Maintaining ********************** reputation as a low fare leader is at the center of our pricing decisions, and we appreciate you taking the time to share your feedback with us. We have made your concerns available to our Senior Leaders.
Your business is important, and we hope to welcome you onboard soon.Initial Complaint
10/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My initial flight scheduled for 510pm then it got delayed to 523pm to 535pm to 545pm to 550pm to 615pm to 623pm then out of nowhere, my flight updated to different path boarding at 539pm. I purchased early bird which automatically refunded. How reliable is this airlines when the flight changed at last minute without notice and what if you gone to grab something to eat since the flight got delayed? I have an upcoming flight and requested to cancel and refund. They asked me to contact the travel agent and travel agent asked to contact Southwest as Southwest Airlines able to refund the funds the payment of origin. Im seeing Southwest Airlines doesnt want to responsible as soon as gotten the business and just avoid to resolve. This airlines is not reliable. My current flight **** purchased $8 is not a big deal but not working even on live chat agent took more than 30 mins to connect then reconnect. While Im trying this onboard and have been failed to submit for more than 15mins.Business response
10/25/2024
Dear ******,
Your complaint to the Better Business Bureau of ******************* was received in our office for handling. As a valued Customer of ********************, your concerns are important to us, and we welcome the opportunity to respond.
We regret to learn that Flight #**** on October 24 was delayed and that you had to wait onboard during that time without much communication. We understand how inconvenient and uncomfortable delays can be. I also apologize for any issues you experienced with our onboard WiFi. I have requested a refund for your purchase on your behalf. Youll receive another email when the refund has been confirmed, and the credit should be processed to the original form of payment within 30 days. I want to assure you that your comments have been forwarded to our Leadership Team to help improve our operational performance going forward.
You can visit ********************************************************************** to submit a request for a Southwest LUV Voucher. Details about eligibility are available on the form. After submitting a request via **********************************************************, youll receive an email that will include a case number. Within 30 days, your flight details will be evaluated, and youll receive an update informing you if your reservation is eligible for a voucher.
We appreciate you choosing to fly Southwest Airlines and hope to welcome you onboard again soon.
Sincerely,
********* *****
Southwest AirlinesInitial Complaint
10/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Traveling with Southwest Airlines in ************** my luggage was damaged wheel base was cracked I filed a claim and was told there were not responsible for my luggage being damagedBusiness response
10/22/2024
Attached is the response to BBB Complaint 22445817Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Southwest flight to return home from *** to ***. My flight was delayed 6 hours due to lack of crew. I had to call Southwest customer service to get some type of accommodation since none was offered for being completely inconvenienced. They didn't even apologize for having our flight delayed. As a result of my delayed flight, I had to miss work for the day. They ended up issuing a *** voucher with an expiration date of course. Which makes no sense. It's like they are forcing you to fly on their timeline. Well, my *** voucher voucher was due to expire so I had to call to have it extended. Well, it was due to expire at the time when Southwest was having issue after issue and constantly in the news for something. I was not comfortable flying on a Southwest flight when they had mechanical issues with several of their airplanes, flights were being delayed constantly due to lack of crew, or their computer systems kept malfunctioning causing flight delays and cancelations. Why would I want to fly on a Southwest flight when the company was in such disarray? They refused to extend the *** voucher and allowed it to expire. I was not only delayed for 6 hours, I also missed work which means I missed money. An employee by the name of ******* ***** sent an email basically saying to me go eff yourself because we're not reissuing you a credit and we don't care that we caused you to miss work and experienced loss of income.Business response
10/18/2024
BBB Complaint ******** was addressed by email on 10/18/2024Initial Complaint
10/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was in the Emergency room on 10/9/24 due to cardiac issues,having chest pain etc. I canceled my flight on line in my Southwest Account on 10/09 at 2 pm. My son checked it to confirm if it was canceled and said it was canceled . I received an email from Southwest on 10/10 a.m.that I didnt cancel my flight so my points and some money was forfeited. I made a complaint on line but no resolution on 10/10 and called them again 10/16,but the lady who answered is rude and disrespectful. I was upset because it seems like they will not compromise even returning the amount I paid and ok not to give back my points.They dont have compassion even if I said I was sick . Please assist me to resolve this issue. I can provide evidence that I was in th emergency room on 10/09/24. Thank you.Business response
10/17/2024
Attached is the response to BBB Complaint ********Customer response
10/22/2024
Thank you. Southwest responded and will be able to compensate.
Initial Complaint
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On or around August 19, I contact Southwest because I was getting an error while trying to book travel using RR points, I was told there was a hold on my account that I was never notified about, I was unable to use my point for that travel. I followed up with SW and opened a case #********, on 8/19/2024, which was supposedly resolved on 8/23/24. I started to book travel on 10/15/2024 for a different trip and received an error. I again called only to learn that the hold was still on the account. I was treated rudely and hung up on 2 times, 10/16/2024, I called again to escalate and was told I could only speak to a help desk agent and no one else would take my call and my only recourse was to use the website and submit feedback. I have done so and am awaiting a response.Business response
10/18/2024
BBB Complaint 70465041229C1 was addressed by phone conversation on 10/17/24.
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Customer Complaints Summary
1,748 total complaints in the last 3 years.
583 complaints closed in the last 12 months.