Southwest Airlines Customer Service
Rated 1.95 of 5 Stars
Based on 20 Complaints

Contact Southwest Airlines Corporate

Toll free phone number: 214-792-4000

Southwest Airlines www.southwest.com is a major US airline and the world’s largest low-fare carrier. It is publicly traded on the NYSE:LUV and operates the most 737 aircraft worldwide with over 700 in service and each averaging 6 flights daily. The growing number of destination is currently at 97 with over 49,000 employees. Revenues reported in 2015 were over US 19 billion.

If you have a problem with your Southwest Air flight or service, call 1-800-435-9792. You may also find Customer Service here. To send a postal correspondence to the CEO, Gary C. Kelly, address your envelope with Southwest Airlines, 2702 Love Field Drive, Dallas, Texas 75235. The corporate office phone number is 214-792-4000.

Founded in 1967 by Herb Kelleher with first flights in 1971 Southwest is known as the ‘Low fares. Nothing to hide.’ airlines. For the tenth year in a row, Fortune Magazine recognized Southwest Air as #3 on their list of the ‘10 Most Admired Corporations’. Social presence may be found on Facebook, Twitter, Google+, Pinterest and Instagram.


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Southwest Airlines Contact Information

Report complaints to corporate and get satisfaction

  • Southwest Airlines headquarters address

    • 2702 Love Field Drive
    • Dallas
    • TX 75235
    • United States
  • Company website

  • 1-800 phone number

    214-792-4000
  • Better Business Bureau rating

    A+

  • Customer service hours

    24 hours a day

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Top Southwest Airlines Complaints

Browse more than 20 reviews submitted so far

20

we flew last August 10th, our luggage was lost and we didnt get it until the next night. We were home for a wedding, we had to purchase new clothes and cosmetics. Made several calls and would be told we would get some money, still waiting. I didnt know who else to call or write.

20

I recently flew to Las Vegas Mc Carran airport to attend a two day seminar. I flew from John Wayne Orange County on Wednesday March 21 and return flight on Friday March 23. On the day before the first flight departure, i went to Southwest.com at 10AM so i could get a boarding priority number. The website would not let me in because it didn't recognize my password. So I called the airline's main number and waited on hold to get "tech advice" help. I wound up being on permahold and hung up after an hour and twenty minutes. I can only conclude other travelers were having a great deal of difficulty with similar issues to mine. I got my priority at curbside, C15 i think it was.

The cherry on top of the pie however was on my return trip from LV to OC scheduled for 9:45 AM on 3/23/18 Flight #6267. Curbside check in (at 9 AM) said it was at gate C1/on time. When I cleared security & looked at a monitor, it had been changed to C8 and 15 minute delay. I sat down at what I thought was the C8 gate (turned out to be C9 and waited for boarding to be announced). Turned out I was in the wrong gate area and heard no announcements. I am not sure of what happened over the next 20 minutes, but I started to wonder why no announcements had been made, I thought the plane was delayed again. I finally walked to the podium for C8 (nobody was there) so i walked onto the boarding ramp and at the end, an employee told me: "you are too late, boarding has completed, door has been shut". I said but I have a confirmed reservation on that flight. Was told "all seats are cancelled at 10 minutes before departure,so yours was given away". "Go see another gate agent to re-book another flight.". Well, the next flight wasn't for another 4 1/2 hours(2:30pm). I tried standby on that one, but it was completely full, no standbys taken. I finally got a middle seat on the 4:15 PM departure which was delayed big time and didn't start it's takeoff roll until 5:25 pm. I had wasted the entire day sitting around a strange airport, waiting and hoping to get home. While I was waiting, I spoke with a gate agent supervisor, Barbara Williams, who was very nice and tried to be accommodating, but there was very little she could do to help me. I'm sure it's a long way from other people's hardships, but this is not the kind of service I think is acceptable. I have been flying Southwest since "hot pants" days, but I am thoroughly turned off by piss poor service lately.
I'm quite sure I won't get a meaningful reply to this complaint,(probably just a generic one) or any compensation, but I will skip calling your airline in the future and book with your competitors if that is the case.
Dennis Kite
2393 Carriage Circle
Oceanside, CA 92056
RR # 00000635346073
949-929-2035

20

Nov16th 2017...given a recepit for Nov02 2017

20

Southwest
Girl at gate sent me to Gate 19 for a pre boarding pass
Sunday Sept 24 flight from Pvd to Tpa 2:10

Samantha asked what my disability was
After I tried to show my 100% disability card. ( her comment was we don't recognize that)
She asked if I could walk, needed help up ramp, on board, and more
She assumed my problem needed a wheelchair and when she kept hammering at me I said yes, just to stop the questions
I said I had 'other' issues which under law that's all she needed to know

She knew I was upset and radioed to the girl at the gate what she had supposedly asked me, which was a lie.

She can ask if I'm disabled and do I need assistance-period

Everyone who is disabled doesn't need a wheelchair Or even assistance but other requirements that no one has the right to ask per the ADA

Education obviously needs to be upgraded and I'd like assurance that this will never happen again to me next time I fly to RI. Will also be speaking to my attorney.

20

I was on Flight 1314 from Norfolk Intl to Chicago Midway on August 31, 2017.
The cabin was far too cold. People were wrapping themselves in whatever material they could find. My husband had DIRTY clothes in his carry on which I was forced to wrap up in!

I went forward to ask the the stewardess if there was anything she could do to increase the temperature. She said she would see what she could do but I never saw her pick up the phone, adjust anything that resembled a thermostat or do anything to make the cabin temperature bearable UNTIL several other passengers complained. I seemed after about 25 miserable minutes that the temperature became warmer following her picking up the phone and talking to someone. Even at this point it was too cool, although a little better.

I could not read the stewardess' name. She was mid forties with blond hair and blunt haircut.

I have always been impressed with Southwest Airlines in the past. This complete lack of caring for your passenger's comfort was unacceptable.

40

My wife and I flew your carrier to Vegas last Saturday returning home yesterday. The reason we went with you was because you had a direct flight from Des Moines to Vegas. Our tickets we purchased business select tickets spending the extra $$$'s so that we could pretty much get the bulk head seats in the event we need to use the restroom and I have MS...which would make it more convenient.

Both my wife and I do a lot of flying with Delta (to Europe) and American to New York City three to four times per year....in fact we just returned from Florida on Delta as well. Here's my beef...yesterday my wife and I had number 1 & 2 to board the plane...but unannounced to us the gate manager let some others enter the plane before us and they took both sides of the isle. They took the six seats in what I would consider First Class on other carrier planes.

The first one that they let board the plane was a woman with a large dog which should have been kenneled and this woman did not have an early boarding number, the next were two girls that were wrapped up in dirty blankets and smelled, and last but not least senior citizens in wheel chairs. Then came a single person who had not bathed or showed in months who had convinced the gatekeeper to let him on because of his age and he had a hard time walking? I think I deserve to get 50% of my money back...this whole thing stinks and I plan to tell my friends about our situation if not looked into. Thanks for listening.

60

This complaint is in regard to a credit that we have with SouthWest Airlines, 2 tickets of $179.20. We recently used your airline to fly to Tampa, Fl. in doing so again, we have a credit in the above amount. The travel agent told us that this amount had to be used by April 24,2017. Unfortunately we are unable to fly during the time specified and we were told that we had to use this amount by the 4-24-2017 or loose this credit. It is so sad that we have such strict constraints imposed on using this credit. We had planned on using this credit within the next to 12-14 months, when undoubtedly ticket prices would be higher and your airline would benefit. It seems that these restrictive conditions are discriminating against people that do not fly very often. It is sad that the management/CEO's of SouthWest Airlines is so unwilling to work with people that are on budget constraints and not able to fly at the whim of your Airline. It is hoped that some type of positive response will be forth coming from your Airline.

20

Southwest airline ruined our Christmas this year. My son had a ticket today from Dallas to louisville. He got to the airport early and checked in. For some reason the passengers to Louisville were told they were bumped. What happened? I haven't seen my son in a year. I paid for a ticket. I was counting on southwest airlines. The weather is good. Why? This airline has a problem. Very poor rating on my opinion.

40

In response to the Southwest email November 3, 2016 regarding a complaint I issued regarding my experience on flight # 1758 on October 8, 2016. I have contacted my attorney, Liz Higginbotham, San Antonio Texas regarding this matter, I was verbally and physically assaulted by your attendant. I had a pre-boarding pass to enter your plane and should have not received such discrimination

20

On 8/23/16 I traveled from CMH to TUC (Confirmation 9TRC3Y). On arrival at Tucson I noticed that my checked suitcase was wet on 1 side. I opened my suitcase and noticed that over half of my clothing was also wet. I went to the Southwest office, explained the situation and apparently the same thing happened to another traveler that also came from Columbus. Both of us seemed to have the same issue. After further investigation it was determined that by the smell of it that it seemed to be Rum.

I was offered a $25 coupon from the Southwest Rep but I declined because that was not going to correct the problem. She then asked if anything was damaged. I replied that at this point I don't know because I don't know if the stains would come out after washing all of the clothing (since it appeared to be dark rum). She proceeded to give me a business card with a phone number and stated I would have to call within 4 hrs if anything was damaged. So my first day of vacation I had to buy laundry detergent, find a Laundromat and spend the first day doing laundry and scrubbing my suitcase.

After exactly 3.50hrs I called the Southwest customer service phone number I was provided to let her know that the white clothing still had stains and didn't come out completely. All I got was a recording and was only able to leave a message with my name, phone number and explanation what I am writing to you. I called again 5 minutes later with the same result. As of today nobody at Southwest corporate headquarters has returned my call.

40

I just heard about the recent airline problems with Southwest. Unreal, how can you let a plane take off in that bad of shape. Just glad that nobody was hurt!

40

I fly with southwest airlines at least 4 times a year, sometimes more. I usually have a wonderful flight. I am aware that there are restrictions for certain things that can be brought on the plane. I flew yesterday, april 10, 2016 from las vegas to tucson. The security guard confiscated items from my bags that have been allowed for years. He said it wasn't anything new and that it is standard. The items he confiscated were beauty items that totaled up to $100, that i can't replace anytime soon. My complaint is that every airport has "their" own set of rules.

According to this man in the las vegas airport, they all follow the same rules. I'm here to tell you that is not even remotely correct. Because all the other airports have allowed me to bring my items, i never thought there was a problem. I am very upset at having lost these expensive items. They all need to be on the same page. You can't have every airport have their own set of rules. I am very upset about this.

40

New planes have a storage compartment as you enter the plane.This area is for wheelchairs, but they do not use it. The arm rests do not fold out of the way also. The ADA will hereabout this. I am handicapped and southwest should take better care of their customers. Maybe they will not file complaints then?

20

For the past two days, I have been trying to pay a deposit for 11 tickets that I reserved on Southwest Airlines. When I call the number, I am told that they are too busy and that I should call back later. I find that very unusual. A company the size of Southwest Airlines does not have the manpower to accept money from an individual that is trying to pay her bill which has a deadline attached to it. If the deadline is not met, my reservations for 11 people will be canceled. I am very disappointed in the service that I have received from SWA. We are Rapid Rewards members and SWA is our go to airline.

80

Rental reservation RR 188477435 was processed thru Southwest Airlines. The rental called for a Dodge Grand Caravan or similar vehicle. I end up getting the worst car I have ever rented from any rent-a-car company, the Ford Transit. This is shortly after my 2nd worst rental car in Denver, RR 171394720, a garbage Jeep. Shame on Hertz for even offering these lousy vehicles. Sadly, I'm not sure if I will be renting again from Hertz.

100

I have flown many different airlines and while southwest is not perfect, they try pretty damn hard to get close. Everyone seems to care about what they do and the customers they serve.

40

I was traveling from Milwaukee to St Louis and on to Kansas City on 2/8/16. My outbound flight was delayed by weather. I arrived in St. Louis with about 17 minutes to make the Kansas City flight. The flight was two gates (about 100 feet) down the concourse. The gate agents didn't know that I was coming, so they closed the flight.

Seriously? ...you don't know that a passenger is coming in two gates down; and you don't know when a late plane will arrive? Other airlines make this work...will hold a flight for a few minutes; or at least not close the doors when they know a tight passenger WILL be arriving. Your planes; I'd guess that you know when they will be arriving. The kind of poor, lousy customer service that makes a lasting memory...

40

Embarrassed and frustrated with Southwest Airlines when our son, his wife, and their two children (under age 2 years) flying back to Oregon. They were trying to assure a smoother trip, as they knew that they would have to be re-seated since both lap-children. Not "allowed" to approach counter for an extended time as the Southwest Airlines customer service representative non nonchalantly talking with other representatives about her day, prior illness, etc.

Then, after daughter in law finally checked in - told that our son could not be guaranteed of seating until he got to gate. By this time, only 20 minutes left until flight scheduled to depart. When asked about this, she very nonchalantly said they would probably be "okay." She displayed no interest, concern, compassion, emotion whatsoever. Luckily... the flight was delayed. It is rare for me to ever follow-up like this, but I am so disappointed that we are vowing to stick with other airlines even if the cost is more up-front. Our son's exact words, "We have never had anyone be so unhelpful and rude before, Mom. This made the airport look really bad!"

80

I have been having problems with other airlines so we will be switching to Southwest. Heard nothing but great things about their corporate policy and customer service.

20

I asked for tomato juice and the stewardess gave me a can of tomato juice. I never opened the can. When she started to collect the final trash she insisted I put my UNOPENED can of tomato juice in the trash. I asked if I could take a sip first. She said "PUT THE CAN IN THE TRASH, (several times) . I was reluctant. After entertaining the entire crew with her LOUD commanding HITLER voice, I put the UNOPENED can of tomato juice in the trash.

She later quietly told me it was policy " FOR THEM TO HAVE ALL CANS OPENED & UNOPENED" put in the trash before existing the plane. I didn't believe her, and I still don't. But either way, she humiliated me while in front of everyone on that plane since her loud voice carried throughout the entire cabin. She was unprofessional, aggressive, and unfriendly! I do not want to fly Southwest EVER again!

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