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Southwest Airlines
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4.4 2513 Reviews

Southwest Airlines Complaints Summary

41 Resolved
379 Unresolved
Our verdict: With Southwest Airlines's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Southwest Airlines reviews & complaints 428

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7:13 pm EDT

Southwest Airlines I am complaining about how much time I had to pay for a extension for my credit pay for my ticket.

Air confirmation : N8X548

I was told that I had till August 2018 to pay an additional $100 for credit and to extend my ticket. When I called on August 20 2018 the customer service person said, my ticket was expired. But I was told something different months ago when I called about it to Southwest airlines. I think I should be able to still get the credit for the ticket . I like Southwest airlines and I hope you are accommodate to help in this situation. I have been going to many things with my daughter hill at the time so I was not able to pay for it any earlier than that because I just started back working from this summer.

Thank you
Satira Thompson

P.S.
I can be reached at [protected] or my email is SatiraTurnipseed @yahoo.com

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3:18 pm EDT

Southwest Airlines flight got delayed

Flight number:671
Date:08/21/2018

Flight timing departure from Seattle:4:35 pm pst
Arrival time to Oakland:6:35 pm pst

This flight got delayed by hour and thirty mins.Now it showing i will be reaching at 8:05 pm.I have things planned accordingly now i'll be late for everything.Please advice..

Worst experience with Southwest and this was first and last time with Southwest.

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8:55 am EDT

Southwest Airlines flight attendant

On a Saturday flight 5456 from Houston to Dallas. I asked the flight attendant for a water as my wife needed a drink for her medicine, she was about to be sick. Her response was "sorry, I'm not leaving my post" and looked away. I fly Southwest A LOT and I have never heard a flight attendant ignore a request for a passenger, especially if it involved a medical condition. I think the company needs to better train some of the flight attendants on how to attend to passengers needs and be helpful.

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2:32 pm EDT
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Southwest Airlines baggage

Good evening,

On July 14, 2018 my family and I traveled from Tampa, Fl to San Juan, Puerto Rico. When I arrived to San Juan and got my three luggages they were all soaked and wet and one of them was ripped and dented. Immediately I opened each one of them to make sure all the belongings were fine and I noticed that everything inside of each bag was wet and also few shirts changed colors because the color of the luggage got into the clothing. When I went to the office to talk to a representative they gave me a Voucher for one bag incident which we are three passengers and every luggage was wet and one damaged. All this situation ruined my vacation because already started with all the outfits wet and had to go immediately to a family members house to use their dryer . Also, I had to go to different stores to buy a luggage . This was very inconvenient. I travel once a year and for the past 6 years I've been chosen Southwest but this experience have changed my preferences. I hope you understand my concern and take this matter seriously because this was a horrible experience during my vacation. I hope to hear from this company as soon as possible.

Thanks in advance,
Alexandra Carrasquillo

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11:00 am EDT

Southwest Airlines gate attendant at dia flight (wn3945) 8-11-18

I am a photographer with Lifetouch and was traveling with a large group of co-workers on the morning of 8-11-18. we made it to the terminal a bit late but all together. i ran only to have the door slammed in my face. the attendant was so rude that they laughed openly at myself and several other employees. i was understandably irritated as we watched the plane remain at the gate for 10 or more minutes. the attendant sneered at me several more times and ignored all my questions. Furthermore the lady at the counter made a point to put me on the last flight and let my co-workers know i was being delayed because i was vocal about the treatment we recieved from the gate attendant. i did not get his names as he wld not answer any questions but i remember his face very well. i booked a flight on another airline (spirit) and was treated so much better. Not only will i be flying with them from here forward but i have taken time to ensure that Lifetouch will no longer be booking flights with southwest out of our territory ~ a little kindness cld have kept a happy customer happy

best of luck~shawn crowson

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2:57 pm EDT
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Southwest Airlines flight conditions

Flight that should not have flew should have waited for a later time...it was held from runways for bad weather for atleast half an hour when we flew it was such a bad experience with 4 blood pressure pills taken for my heart as it is just truly set me back with my health anxiety has returned and my family plan to new york in December. Seems unlikely to happen im afraid to fly i was terrified i thought we were going to fall many people screaming yet pilot still went ahead with flight instead of returning. Forget our frightening experiencel ive used southwest since i was 19 i am 43 now. Ive wrote once already and no response im disappointed in everyway. You have ruined future trips for my family after flying us in those conditions. No response makes it worse this was flight from denver to lax august 8th at 850 pm. Email is [protected]@gmail.com

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4:22 pm EDT

Southwest Airlines flight attendant lauren on flight 6271 from tampa to dallas

On Flight 6271 from Tampa to Dallas on August 12th Ms. Lauren laughed in my face and after I hit my head on the storage bays in the plane and told me it was "karma" after it took me too long to get out of the center aisle for her liking (I was in the center aisle helping my father rearrange his bags). She was snarky and rude and if she is so quick witted with her snide comments maybe she should go work at a less friendly airline. Herb keliher built a brand and Lauren is helping break it down.

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1:46 pm EDT
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Southwest Airlines flight delayed

Flight 5859 was scheduled to leave at 1220 pm on 8-11-18 it was delayed for what ever reason the the weather hit and now we are still on plane waiting to leave now SW is saying weather delay well if it would have been on time the we wouldn't got stuck in the weather and the pilot says he has to finish up his paper work what the [censored] has he been doing for the past 2 hrs and the ugly [censored]ing flight attendants can't even tell you anything well as a frequent flier I'm done with Southwest Airlines

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3:02 pm EDT

Southwest Airlines wn5384 boi to geg

2 ladies sat at the front of a full plane. She asked the boarding gate attendant if he could check in her baggage and he accompanied, but refused my request. He told me no, I'd rather not, twice. I endedup waiting for an empty plane before I could retrieve my bag. II was highly disappointed especially when I received a napkin stating and it world full of know, or a plane full of yes!

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8:25 pm EDT

Southwest Airlines horrible service

I had the worst flying experience in my life. I had a flight with Southwest Airlines. A flight attendant named Greg Coates was absolutely rude and did not make my flight a comfortable experience, he did not help me with my carry on luggage and my drink order was messed up several times. The other flight attendants were able to assist me but that employee should not be working for Southwest. When I landed I did not find my bag on the baggage claim and I have stayed more than 45 min and it did not come. And I went to their office to file a report about my bag cause I had to catch my shuttle to go to another city, the lady there told me that "You do not need to file a report and you can follow with us by the phone and then we can send you the bag to home." So I took the shuttle and went home which is far about 1 hour and more from the airport, and now they called that I have to pay them more than $60 so that they can send the bag to my home, although that was their fault but they still insist that I have to pay.

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10:09 am EDT

Southwest Airlines gate employee

My son was departing out of Salt Lake City to Denver Co today as an unaccompanied minor, he's 9 years old. Southwest check in line was well over 1 1/2 hours long and then we had to wait in 30 minute security after that. We were running behind and when I got to the security line they noticed my name was not correct on my ticket so I couldn't take my son to the gate. There were some very nice woman that were also late for the same flight, we exchanged phone numbers and they ran my son to the gate without me. They did not make the flight and a southwest employee named Alex Rhendon walked my son back to me. When Alex Rhendon he was so incredibly rude, I can honestly say I have never in my life been treated so badly. He proceeded to tell me I'm not a good mother over and over. I was calm and told him not to speak to me that way in front of my son. He said I made a terrible parenting decisions. I said that he didn't know me or the situation so he shouldn't say that and I told him I'm an excellent mother. He said "I disagree, you are not an excellent mother." He also said I used poor judgement allowing my son to walk to the gate with the woman I exchanged numbers with, whom I was texting the entire time with. My son is 9 years old and Southwest spelled my name incorrectly, he was about to miss his flight and the nice woman offered to run him there since she was on the same flight. She was a kind person and I would never put my son in the hands of a bad person. I spoke to her in the security line. Alex Rhendon was the most condescending, rude, disrespectful humans I have ever encountered in my entire life. He should not be in a customer service position and I will never fly with this airline again because of the horrible things he said to me. He brought me to tears in the airport and didn't seem to have any remorse. It's too bad that man felt as though he could attack a woman and tell her right in front of her son that she is a terrible mother. The incident is something I will never forget as long as I live, it was humiliating and so out of line. When I asked him to stop he continued as my son watched. My little boy was into tears as we walked away, hearing a man yell at his mother that way and claim she's a bad parent isn't somethig a child should hear. This man crossed the line in every way and I'm shocked he's employed by Southwest, he has a temper and should not be around customers.

Amanda
[protected]

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3:13 pm EDT

Southwest Airlines flight

I am a frequent traveler on Southwest. It is always my Airline of choice. I have just boarded a flight from Indianapolis to Boston which was scheduled to leave at 3: 25 pm
I sat down in the seat and looked down the floor was filthy, clearly has not been swept. The bathroom is pretty awful. The walls need to be cleaned. I moved to the back of the plane and the smell, masked a bit by the airflow, is unbearable

I've never before complained about Southwest. Would appreciate a response. Thank you

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12:02 pm EDT

Southwest Airlines boarding process - deprioritization of repeat business customers

I travelled on flight 3111 from St Louis to Phoenix this morning, one of my many business flights for the week and I had seat A1 because I paid for a business select ticket. I watched 9 wheelchairs (each with a companion) and close to 25 other "pre-boarders" go on ahead of me all of whom had boarding passes in C30 and higher. As a result, the first 6 rows of the plane were full by the time I boarded and what's even worse is that none of the 25 other people had even so much as a limp as they walked down the jet bridge. Many were severely overweight and others had children but clearly all understood how to game your system by getting preboared access instead of paying money for a more expensive ticket. Why on earth would I- as a business customer- continue to use your airline? I get that your image is the fun and friendly airline but you're promoting cheap behavior that favors the 1x year traveler and not the people who actually make you money. Can't imagine that it's safe to have all of those "special passengers" in the front of the plane if there's an emergency either? I understand you face discrimination issues if you don't allow these people who are clearly able to board with the rest of us - quite frankly - you've let it go too far. Either way, it is clear you do not prioritize frequent fliers and you're more concerned with being liked by cheap, non-revenue generating customers than the rest of us. I honestly despise flying your airline! Happy to discuss further - Rhonda Gallion RR #[protected]

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12:32 pm EDT
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Southwest Airlines delayed flights

I was on flight #4436 on 07-29-2018 going to Oak from Phx and my flight and the flight was delayed a lot that trip. The staff was very nice but we were supposed to land at 9:40pm and I didn't get off the plane until 11pm. I have terminal cancer and I'm a left arm amputee and missed my Doctors appt the next morning. Is there anything you can do for me? As far as maybe a ticket credit for another flight or anything. I really appreciate all your help. Thank you again

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Philly2019
, US
Sep 25, 2018 5:51 pm EDT
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Fights are delayed all the time. You should plan your travel better to account for such things happening. Don't try to use your medical status to get things you don't deserve.

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7:07 pm EDT

Southwest Airlines minneapolis airport employee

My daughter just started working for Sun Country airlines and was on a break outside with a co worker playing basketball. A man came outside started screaming and swearing at her and the co worker. The rude employee from Southwest got his supervisor and his supervisor called the police!
I am going to see an attorney about this, I have absolute zero tolerance for bullying and this will be reported to the BBB and Attorney General's office

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6:43 pm EDT

Southwest Airlines flight phx to bna

I went to check in my bags at the SW counter in PHX and Customer Service Agent Dmitri told me that he couldn't take my bags until I put the tags on. My hands were full and instead of helping out he just stood there with a dumb look on his face. I said ok we'll go to another line and then he offered to help. I mean isn't his job to help the customers get bags checked in? He offered help after instead of when it was apparent I needed help the first time.

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6:15 pm EDT
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Southwest Airlines accompanying a minor to the gate

My niece lives with me and her mom (my sister) at our family ranch in Texas part of the time and the other part she lives in CA with her father. I have always used Dallas Lovefield Southwest Airlines for her to fly. Her mom and I always accompany her to the gate. It is an important time for us to be able to say our goodbyes. It is especially hard on her mom when we say goodbye and I am usually there to smooth things over. This time the ticketing person Ricardo did not allow me to go. He said only one person can accompany. Meanwhile my niece starts crying tears running down her face and i have to tell her i cannot accompany her. I asked to talk to a supervisor and she was very rude and told me no and that the person who let 2 people before should not have done that. I have always used southwest for your friendly accommodations and i will not anymore. My niece was devastated and the supervisors lack of empathy was disheartening. I'm sure that if the supervisor was dropping off her child more than one person could drop her off. I was humiliated and my niece was devastated.

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3:58 pm EDT
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Southwest Airlines service

My husband and I were on Southwest flight # 2262 from MDW to BNA, 1 pm flight. There was a bachelorette party on board this flight, consisting of about 8 girls. For the duration of the flight, about a 1/4 of the plane was subjected to language consisting of "[censored], [censored], [censored]" at loud decibels with children around. The flight attendants did NOTHING! For the duration of the flight, we were subjected to those girls playing music at the loudest setting and singing at the top of their lungs. The flight attendants did NOTHING! After the flight attendants delivered drinks and did 2 quick run throughs for garbage pick up, they completely DISAPPEARED! My husband and I could not hear the movie we had playing on our devices, with earphones in, and on the highest volume setting. By the time I went to ring the attendant call button to try to get the attendants to address the horrible situation with the bachelorette party, we started the landing approach. The flight attendants did NOT do a final walk through the cabin to make sure seats and tray tables were up and seat belts fastened. I have never experienced flight attendants ignoring visible and audible bad behavior of a few individuals on a flight and sacrificing the best interest of passengers.

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9:07 pm EDT

Southwest Airlines stole my money + rude representative

I booked flight 13 months ago to Las Vegas for baby shower. Well, things changed and had to cancel it. I paid 350 dollars. I was given 12 months to use it. I called today, 12 months and 12 days and southwest refused to let me use my 350 dollars since is 12 days later. They appropriate it my money. When I asked can I get at least partial credit, the representative called Julia said no that's a policy. I told her that's not right, it's quite a lot of money for me. She said that's my "mistake" and "i can't help you". I asked for her name/number she she refused to provide me and hang up the phone on me! When I called back and requested to talk to supervisor although he was apologetic, he said he cannot find the representative since she has not provided me with number after her name. She just said Julia- clearly she knew she could not be traced if does so. What a poor service and ultimately lack of accountability. Unwillingness to do anything extra. 350 dollars are a lot of money.
I can tell you one - No one of my family including me will fly with Southwest ever. I'll share this story with all my friends and yelp and Facebook. Thank you, Southwest airlines for the "great" customer service. No longer a customer.

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11:32 pm EDT
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Southwest Airlines flight being late and not being accommodating

My 4 year old and I went on vacation to Europe. Booked a flight from LA to PHX with pleanty of time to catch it while traveling with a child thinking I can pay the difference and get on an earlier flight. I got to the airport about 4 hours before my flight and went to customer service. The fee was 340$! They told me they can waive it and put me on an earlier flight if the flight I'm on is delayed by 15 mins or more. But not otherwise- no sympathy or going the extra mile. That was fine, I waited patiently and consoled myself saying alright I guess that's how they do business here. The they announce my flight has 45 mins delay and it pushes it to midnight. Now I'm here, exhausted and with a tired 4 year old and the explanation they give me is traffic control. They had a chance to go above and beyond and they blew it with me. It wouldn't have costed them anything to fly me and my 4 year old home on the earlier flight and they would have had a more than satisfied customer. They are the worse Of the worse, they have bad customer service people and I will make sure to share my opinion about how they don't care about their customers. The only thing keeping them in business is that free luggage . They lost me and my family as a customer

Read full review of Southwest Airlines and 1 comment
Update by Ioanamacd
Jul 25, 2018 2:52 pm EDT

It’s Lo, not Io like the complaint post. Anyways all I want to do is share my bad experience with this airline so others can be in the know. Obviously I’m not abusing my lovely 4 year old hahaha. So the second posting and how and who posted it is a mistery.

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loanamacd
, US
Jul 25, 2018 1:39 am EDT

They also made me so angry that when my four year old was not behaving I punched her. They had my name and address from my ticket and called CPS. I have to talk to them about abusing my kid.

I
Author of the review
I
Ioanamacd
, US
Jul 25, 2018 10:15 am EDT
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Replying to comment of

This is a fake comment. Pay attention to the initials- the original one is mine Io, but the second one with the abuse has Lo initials common misspelling of my name. That’s strange what kind of a site is this ?!

Southwest Airlines Customer Reviews Overview

Southwest Airlines, accessible at southwest.com, is a major U.S. airline offering a range of domestic and international flights. They provide point-to-point service with a focus on low fares, a no-charge policy for changing flights, and a baggage allowance for two checked pieces. Southwest operates a fleet primarily composed of Boeing aircraft and has a frequent flyer program called Rapid Rewards. Their service includes options for early boarding and automatic check-in for an additional fee.

Southwest Airlines In-depth Review

In summary, Southwest Airlines offers a competitive and friendly service that stands out in the airline industry. With a user-friendly booking process and a strong commitment to customer service, they provide a comfortable in-flight experience and a generous baggage policy. Their loyalty program is attractive for frequent flyers, and they have taken responsible steps towards COVID-19 safety and environmental sustainability. While there are some areas for improvement, overall, customer satisfaction is high.

Company Overview

  1. Brief History: Southwest Airlines, founded in 1967, has grown to become a major airline known for its low-cost fares.
  2. Mission and Values: They focus on customer service, with a mission to connect people to what's important in their lives through friendly, reliable, and low-cost air travel.
  3. Industry Standing: Southwest is known for its large domestic network and is one of the largest low-cost carriers in the world.

Booking Process

  1. Website Navigation: The website is simple to use, with clear options for booking, checking in, and managing flights.
  2. Mobile App Usability: Their mobile app is convenient, allowing for easy booking and check-in on the go.
  3. Pricing Transparency: Prices are displayed upfront, with no hidden fees, which is very much appreciated.
  4. Payment Options: Multiple payment options are available, making the booking process flexible.

Flight Options

  1. Destinations Served: They offer an extensive network within the United States and some international destinations.
  2. Frequency of Flights: Flights are frequent, providing good options for travelers.
  3. Types of Fares: There are three fare types - Wanna Get Away, Anytime, and Business Select, each with different benefits and flexibility.

Customer Service

  1. Responsiveness: Customer service is generally responsive and helpful.
  2. Problem Resolution: Issues are usually resolved in a timely manner, though experiences can vary.
  3. Multilingual Support: They provide support in multiple languages, which is very helpful for non-English speakers.

In-Flight Experience

  1. Seat Comfort and Legroom: Seats are comfortable with adequate legroom for a budget airline.
  2. Cleanliness and Hygiene: Planes are kept clean, and hygiene standards are maintained.
  3. In-Flight Entertainment: Free in-flight entertainment is available, which is a nice touch.
  4. Food and Beverage Options: Limited food and beverage options, but they are satisfactory for short flights.

Baggage Policy

  1. Carry-on Allowance: One personal item and one carry-on bag are allowed for free.
  2. Checked Baggage Fees: First two checked bags are free, which is a significant advantage over many competitors.
  3. Handling of Lost/Delayed Baggage: They handle lost or delayed baggage with care, though it can sometimes take time to resolve.

Loyalty Program

  1. Rapid Rewards Program Benefits: The program offers flexible redemption options and no blackout dates.
  2. Ease of Earning and Redeeming Points: Points are easy to earn and redeem, making it a user-friendly program.
  3. Partner Offers and Perks: There are various partner offers and perks that add value to the program.

Check-in and Boarding

  1. Online Check-in Process: Online check-in is straightforward and can be done 24 hours before the flight.
  2. Boarding Procedure: The boarding process is unique with open seating, which can be confusing for first-time flyers but allows for quick boarding.
  3. Punctuality of Flights: They have a good track record for on-time flights.

COVID-19 Measures

  1. Safety Protocols: They have implemented enhanced cleaning and safety protocols.
  2. Flexibility in Booking/Rescheduling: They offer flexibility in booking and rescheduling, which is reassuring during uncertain times.
  3. Health Measures Onboard: Masks and sanitization measures are in place to ensure passenger safety.

Environmental and Social Responsibility

  1. Sustainability Initiatives: They have initiatives to reduce their environmental impact, such as fuel-efficient aircraft.
  2. Community Engagement: Southwest is involved in community outreach and charitable activities.

Customer Reviews and Testimonials

  1. Positive Feedback: Many customers appreciate the free checked bags and friendly service.
  2. Criticisms and Complaints: Some complaints are about the open seating arrangement and occasional delays.
  3. Overall Customer Satisfaction: Generally, customers are satisfied with their Southwest experience.

Conclusion

  1. Summary of Pros and Cons: Pros include free checked bags, friendly service, and a good loyalty program. Cons are the open seating policy and limited international destinations.
  2. Recommendations for Different Types of Travelers: Southwest is great for budget-conscious travelers and those looking for domestic flights. Business travelers may appreciate the Business Select fare.
  3. Final Verdict: Southwest Airlines is a solid choice for domestic travel with a strong emphasis on customer satisfaction and value.
How to file a complaint about Southwest Airlines?

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1. Log in or Create an Account:
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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue you have with Southwest Airlines in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with Southwest Airlines. Include key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

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- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

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- Review your complaint for clarity, accuracy, and completeness before submitting it.

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- Click the 'Submit' button to submit your complaint or review.

9. Post-Submission Actions:
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Ensure to follow these steps carefully to effectively file your complaint or review about Southwest Airlines on ComplaintsBoard.com.

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