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Southwest Airlines complaints

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2702 Love Field Drive
Dallas, TX 75235 | Get Directions

(800) 435-9792

http://www.southwest.com

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Total Amount in Dispute:
$5,529.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

21 complaints against Southwest Airlines closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
21	Unanswered

21 complaints against Southwest Airlines

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4/30/2024

RESPONSE: Complaint was not answered Amount in Dispute: $75.00 Amount Settled: $0.00

Customer Complaint

4/3/2024

I travel by a scooter because I am totally disabled. My basket that comes with my scooter wasbplacedvunder the airplane. When I arrived and my scooter was brought up to the door to me THERE WAS NO BASKET! I HAVE CALLED FILED A LOST AND FOUND REPORT AND NOTHING HAS BEEN DONE! I LEAVE AGAIN ON 4/13/2024 BY SWA AND I STILL DON'T HAVE MY BASKET! I NEED MY BASKET TO PUT MYMEDICAL ITEMS IN!! THE EMAIL ADDRESS THEY RESPONDED FRON IT A NO REPLY EMAIL ADDRESS!! Resolution Sought Replace my DAMN BASKET IMMEDIATELY!! I'M 74 YEARS OLD, TOTALLY DISABLED AND I NEED MY BASKET!!!!!!

2/28/2024

RESPONSE: Complaint was not answered Amount in Dispute: $400.00 Amount Settled: $0.00

Customer Complaint

2/2/2024

I had to change to an earlier flight to get out of Sanibel Island because of Hurricane Ian. I did this on Saturday 9/24/22 and was up-charged $400. The flight was for 3:15 Tuesday 9/27(this flight ended up being cancelled because of the hurricane). I called Southwest the same day I changed my flight and asked if I would be refunded the up-charge because this was an emergency situation and was told yes. Sunday 9/25 I had to change our flight again because we had to evacuate the island by noon. I changed to a 5am flight on Tuesday 9/27 was up-charged $100. Tuesday morning our flight couldn't take off because the plane had mechanical issues. The first plane out during an evacuation was not able to fly. We didn't leave Fort Myers till just before noon. I returned home and called Southwest regarding my refunds. They said I would only be refunded for the $100 of Sunday because the refunds for the hurricane didn't apply till Sunday. So I was basically out $400 for being proactive. I was given vouchers for Southwest, but that is not a refund. That is the equivalent of a store credit. I strongly believe that in a situation like this (an emergency) I should be truly refunded for my up-charge. I have contacted Southwest a few times and all they offered was an extension on the vouchers, but I don't feel that is right. One day difference shouldn't be a factor. And I will end up spending more money trying to use these vouchers. Resolution Sought I would like Southwest to realize this is wrong and give me a refund of $400. I have tried to give them the opportunity to do the right thing, but I received a very generic apology email this morning saying there is nothing they can do. $400 is a drop in the bucket for them, but not for me. I just want to know I did everything possible to get this rectified.

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