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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:
$6,799.00

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

13 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
13	Unanswered

13 complaints against Southwest Airlines

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8/6/2026

RESPONSE: Complaint was not answered Amount in Dispute: $911.86 Amount Settled: $0.00

Customer Complaint

7/13/2026

I canceled a flight with Southwest Airlines within 24 hours of making a reservation. A service was never rendered. They have credited my account with Chase Bank several times, only to take it back each time. The customer service sucks, making me feel like there's nothing they can do with various excuses. I talked to Jennifer in customer service, she knows nothing. I then talk to Minerva (33). She took information with no regard to resolving the situation. Resolution Sought Refund my money to my Chase account.

8/5/2026

RESPONSE: Complaint was not answered Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

7/10/2026

To whom it may concern, My name is Terry Perez. I purchased a flight ticket with Southwest Airlines in 2024. However, due to a medical issue, I provided a doctor's recommendation to the airline and canceled my flight. I was assured I would receive a refund, but it has now been more than two years, and I still have not received my money. The airline informed me that a separate branch, managed by Southwest Vacations and Uplift, was responsible for the refund. I have contacted all three companies, and they acknowledged my request via email. Even my bank has reached out to them, but I still have not received my refund. This ongoing situation has caused significant emotional distress for my family and me. I respectfully request a full refund, as well as compensation in the form of hotel and flight credits, including coverage for international travel to Brazil and Las Vegas. please expect future forwarded email with my communication with these company about this matter. Resolution Sought I expect my money back and compensation with a flight to Brazil and family reservation in Las Vegas Nevada USA

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