{"id":"southwest-airlines","page":"https://escalate.alexgaoth.com/#/c/southwest-airlines","html":"https://escalate.alexgaoth.com/c/southwest-airlines/","generated":"2026-10-15","company":{"id":"southwest-airlines","name":"Southwest Airlines","aliases":["southwest airlines co","southwest.com","southwest air"],"sector":"airline","website":"https://www.southwest.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"id":"tty-phone","type":"phone","label":"TTY service","value":"+1-800-533-1305","purposes":["accessibility"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Non-refundable Ticket Refund Request","value":"https://support.southwest.com/helpcenter/s/request-ticket-refund","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Covers Southwest-initiated cancellations, significant schedule revisions and significant delays, plus some other cases. Needs confirmation number and flight details; no sign-in stated.","source":"https://support.southwest.com/helpcenter/s/request-ticket-refund","last_verified":"2026-10-12"},{"id":"reimbursement-form","type":"web_form","label":"Southwest LUV Voucher or expense reimbursement request","value":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","purposes":["flight_delay","flight_cancellation"],"notes":"For delays or cancellations within Southwest's control. Submit within one year of the flight.","source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid."}],"playbooks":[{"issue":"flight_cancellation","summary":"Decline the rebooking and do not hold the value as a Flight Credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation number","flight number and date","cancellation or schedule-change notice"],"steps":[{"do":"Decide whether to rebook or take a refund. Choosing to hold the value as a Flight Credit gives up the form-of-payment refund."},{"do":"Submit the Non-refundable Ticket Refund Request, citing the Southwest-initiated cancellation.","channel":"refund-form"},{"do":"If the cancellation was within Southwest's control and you waited 3+ hours or needed a hotel, request reimbursement or a LUV Voucher.","channel":"reimbursement-form"},{"do":"If the refund is not paid, complain in writing, then file with the U.S. DOT and dispute the charge with the card issuer.","channel":"customer-care-form"}],"facts":[{"kind":"policy","claim":"Contract of Carriage section 9.b says a passenger whose flight is cancelled or Significantly Delayed or Changed is eligible for a form-of-payment refund if they do not fly, do not accept alternative transportation, and do not choose to hold the value as Flight Credit or Transferable Flight Credit.","issues":["flight_cancellation","flight_delay"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage defines a Significantly Delayed or Changed Flight to include a departure three hours or more earlier, or an arrival three hours or more later, than originally scheduled on domestic itineraries (six hours for international).","issues":["flight_cancellation","flight_delay"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage section 4.c.(3) says credit card refunds are processed \"typically no later than seven business days\" and cash refunds by check \"typically no later than 20 calendar days\" from the date Southwest determines the refund is due. A refund that requires a request must be requested no later than one year from the ticket issue date.","issues":["flight_cancellation","refund_request"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"flight_delay","summary":"For a delay within Southwest's control of 3+ hours, ask for a food voucher, lodging and transport if needed, and claim receipts within one year.","evidence":["confirmation number","scheduled and actual times","cause given by Southwest","receipts"],"steps":[{"do":"At the airport, ask for a food voucher and, if no same-day flight is available, a hotel and ground transportation."},{"do":"Submit receipts or ask for a LUV Voucher through the reimbursement form within one year of the flight.","channel":"reimbursement-form"},{"do":"If the delay is a significant change and you do not travel, request a refund.","channel":"refund-form"}],"facts":[{"kind":"compensation","claim":"Southwest's reimbursement form covers delays of three hours or more within Southwest's control, or controllable cancellations with a wait of three hours or more, with a food voucher on request or reimbursement of reasonable meal costs, lodging or reimbursement if no same-day flight is available, and ground transportation if the hotel has no airport shuttle.","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"},{"kind":"compensation","claim":"A LUV Voucher may be issued when Southwest cancelled or significantly delayed a flight for a reason it can control, the disruption happened less than eight days before departure, and you arrived at your final destination three or more hours late.","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Reimbursement or voucher requests must be submitted \"no later than one year from the date of the delayed/canceled flight(s).\"","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}]},{"issue":"delayed_baggage","summary":"Report a missing bag within 4 hours of arrival and get a Baggage report number; bag fees are refunded at 12 hours.","evidence":["bag tag","Baggage report number","receipts for essentials"],"steps":[{"do":"Report the bag to Southwest at the airport within 4 hours of the flight's arrival and get a Baggage report number."},{"do":"Keep receipts for reasonable expenses and submit them with the claim.","channel":"customer-care-form"},{"do":"If the bag arrives 12 or more hours late, ask for the checked bag fee back."}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(i) says that for loss or substantial delay, you must notify Southwest and receive a Baggage report number not later than four (4) hours after the flight's arrival or receipt of the bag.","issues":["delayed_baggage","lost_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a Baggage report number, Southwest refunds the excess, oversize or overweight charge paid if baggage is lost or delayed by twelve (12) or more hours after the arrival of the flight.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"After the report, complete the Property Loss Claim form within 30 days of the date Southwest issues it.","evidence":["bag tag","Baggage report number","contents list with values","receipts"],"steps":[{"do":"Make sure you reported the bag within 4 hours and have a Baggage report number."},{"do":"Complete the Property Loss Claim form Southwest sends by mail or through its Baggage Claim Web Portal within 30 days of issue."},{"do":"If the settlement is refused or too low, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(iii) says the Property Loss Claim form must be completed and postmarked (paper) or submitted through the Baggage Claim Web Portal (online) within thirty (30) days of date of issue by Southwest.","issues":["lost_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"The Contract of Carriage sets Southwest's standard baggage liability at $4,700, with excess valuation of up to $1,250 more (total maximum $5,950). Reimbursement is the documented original purchase price less depreciation.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage in person at the airport within 24 hours and get a Baggage report number.","evidence":["photos of the damage","bag tag","Baggage report number","repair estimate"],"steps":[{"do":"Show the damaged bag to Southwest at the airport within 24 hours of arrival or receipt of the bag. Get a Baggage report number."},{"do":"Follow up in writing with photos and a repair estimate.","channel":"customer-care-form"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(ii) says damage must be reported in person at the airport, with a Baggage report number issued, not later than 24 hours after the flight's arrival or receipt of the bag.","issues":["damaged_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Southwest is not liable for normal wear and tear such as cuts, scratches, scuffs, stains, dents, punctures, marks and dirt.","issues":["damaged_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"denied_boarding","summary":"If bumped involuntarily, compensation is paid on the spot under Contract of Carriage section 9.c.","evidence":["boarding pass","written Notice of Denied Boarding","arrival time of the new flight"],"steps":[{"do":"Ask for the written explanation of denied boarding compensation and payment the same day."},{"do":"If not paid, complain in writing, then file with the U.S. DOT.","channel":"customer-care-form"}],"facts":[{"kind":"compensation","claim":"For domestic itineraries, involuntary denied boarding compensation is at least 200% of the fare or $1075.00 (whichever is lower) if the alternate flight arrives more than 1 but less than 2 hours late, and at least 400% of the fare or $2150.00 (whichever is lower) otherwise. It is paid on the day and at the place of denied boarding, or sent within 24 hours.","issues":["denied_boarding"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"Flight Credits from tickets issued or changed on or after May 28, 2025 expire; ask for a cash refund instead if Southwest caused the disruption.","evidence":["confirmation number of the original ticket","credit details","cancellation notice"],"steps":[{"do":"If the credit came from a Southwest cancellation or significant change, ask for a refund to the original form of payment.","channel":"refund-form"}],"facts":[{"kind":"policy","claim":"Flight Credits created from tickets issued or changed on or after May 28, 2025, have an expiration date by which travel must be booked and flown.","issues":["travel_credit"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","official_domains":["southwest.com","wnco.com"],"security":{"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}]}},"playbooks":{"flight_cancellation":{"company":{"id":"southwest-airlines","name":"Southwest Airlines","sector":"airline","website":"https://www.southwest.com","account_url":null},"issue":{"id":"flight_cancellation","name":"Flight cancelled or significantly changed"},"playbook_source":"company","summary":"Decline the rebooking and do not hold the value as a Flight Credit if you want money back; request a refund to the original form of payment.","evidence":["confirmation number","flight number and date","cancellation or schedule-change notice"],"steps":[{"do":"Decide whether to rebook or take a refund. Choosing to hold the value as a Flight Credit gives up the form-of-payment refund."},{"do":"Submit the Non-refundable Ticket Refund Request, citing the Southwest-initiated cancellation.","channel":{"id":"refund-form","type":"web_form","label":"Non-refundable Ticket Refund Request","value":"https://support.southwest.com/helpcenter/s/request-ticket-refund","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Covers Southwest-initiated cancellations, significant schedule revisions and significant delays, plus some other cases. Needs confirmation number and flight details; no sign-in stated.","source":"https://support.southwest.com/helpcenter/s/request-ticket-refund","last_verified":"2026-10-12"}},{"do":"If the cancellation was within Southwest's control and you waited 3+ hours or needed a hotel, request reimbursement or a LUV Voucher.","channel":{"id":"reimbursement-form","type":"web_form","label":"Southwest LUV Voucher or expense reimbursement request","value":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","purposes":["flight_delay","flight_cancellation"],"notes":"For delays or cancellations within Southwest's control. Submit within one year of the flight.","source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}},{"do":"If the refund is not paid, complain in writing, then file with the U.S. DOT and dispute the charge with the card issuer.","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Non-refundable Ticket Refund Request","value":"https://support.southwest.com/helpcenter/s/request-ticket-refund","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Covers Southwest-initiated cancellations, significant schedule revisions and significant delays, plus some other cases. Needs confirmation number and flight details; no sign-in stated.","source":"https://support.southwest.com/helpcenter/s/request-ticket-refund","last_verified":"2026-10-12"},{"id":"reimbursement-form","type":"web_form","label":"Southwest LUV Voucher or expense reimbursement request","value":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","purposes":["flight_delay","flight_cancellation"],"notes":"For delays or cancellations within Southwest's control. Submit within one year of the flight.","source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Contract of Carriage section 9.b says a passenger whose flight is cancelled or Significantly Delayed or Changed is eligible for a form-of-payment refund if they do not fly, do not accept alternative transportation, and do not choose to hold the value as Flight Credit or Transferable Flight Credit.","issues":["flight_cancellation","flight_delay"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Contract of Carriage defines a Significantly Delayed or Changed Flight to include a departure three hours or more earlier, or an arrival three hours or more later, than originally scheduled on domestic itineraries (six hours for international).","issues":["flight_cancellation","flight_delay"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Contract of Carriage section 4.c.(3) says credit card refunds are processed \"typically no later than seven business days\" and cash refunds by check \"typically no later than 20 calendar days\" from the date Southwest determines the refund is due. A refund that requires a request must be requested no later than one year from the ticket issue date.","issues":["flight_cancellation","refund_request"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A \"cancelled flight\" is a covered flight that was published in the carrier's Computer Reservation System at the time of the ticket sale but not operated by the carrier.","issues":["flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A \"prompt refund\" is made within 7 business days after the earliest date the refund was requested for credit card purchases, and within 20 calendar days for cash, check, debit card or other purchases.","issues":["flight_cancellation","refund_request","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"Until July 7, 2027, DOT will not enforce the cancellation refund and notice requirements when a flight is only given a different flight number, the passenger is rebooked on the renumbered flight, and that flight operates without a significant change or delay. If a renumbered flight is significantly changed or delayed, the refund requirements remain fully enforceable.","issues":["flight_cancellation"],"source":"https://www.federalregister.gov/documents/2026/07/07/2026-13675/airline-refunds-and-other-consumer-protections","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"security":{"official_domains":["southwest.com","wnco.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.897,"sources":{"primary":35,"reference":3,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","warnings":[]},"flight_delay":{"company":{"id":"southwest-airlines","name":"Southwest Airlines","sector":"airline","website":"https://www.southwest.com","account_url":null},"issue":{"id":"flight_delay","name":"Long delay"},"playbook_source":"company","summary":"For a delay within Southwest's control of 3+ hours, ask for a food voucher, lodging and transport if needed, and claim receipts within one year.","evidence":["confirmation number","scheduled and actual times","cause given by Southwest","receipts"],"steps":[{"do":"At the airport, ask for a food voucher and, if no same-day flight is available, a hotel and ground transportation."},{"do":"Submit receipts or ask for a LUV Voucher through the reimbursement form within one year of the flight.","channel":{"id":"reimbursement-form","type":"web_form","label":"Southwest LUV Voucher or expense reimbursement request","value":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","purposes":["flight_delay","flight_cancellation"],"notes":"For delays or cancellations within Southwest's control. Submit within one year of the flight.","source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}},{"do":"If the delay is a significant change and you do not travel, request a refund.","channel":{"id":"refund-form","type":"web_form","label":"Non-refundable Ticket Refund Request","value":"https://support.southwest.com/helpcenter/s/request-ticket-refund","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Covers Southwest-initiated cancellations, significant schedule revisions and significant delays, plus some other cases. Needs confirmation number and flight details; no sign-in stated.","source":"https://support.southwest.com/helpcenter/s/request-ticket-refund","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"},{"id":"refund-form","type":"web_form","label":"Non-refundable Ticket Refund Request","value":"https://support.southwest.com/helpcenter/s/request-ticket-refund","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Covers Southwest-initiated cancellations, significant schedule revisions and significant delays, plus some other cases. Needs confirmation number and flight details; no sign-in stated.","source":"https://support.southwest.com/helpcenter/s/request-ticket-refund","last_verified":"2026-10-12"},{"id":"reimbursement-form","type":"web_form","label":"Southwest LUV Voucher or expense reimbursement request","value":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","purposes":["flight_delay","flight_cancellation"],"notes":"For delays or cancellations within Southwest's control. Submit within one year of the flight.","source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"Southwest's reimbursement form covers delays of three hours or more within Southwest's control, or controllable cancellations with a wait of three hours or more, with a food voucher on request or reimbursement of reasonable meal costs, lodging or reimbursement if no same-day flight is available, and ground transportation if the hotel has no airport shuttle.","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"},{"kind":"compensation","claim":"A LUV Voucher may be issued when Southwest cancelled or significantly delayed a flight for a reason it can control, the disruption happened less than eight days before departure, and you arrived at your final destination three or more hours late.","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Reimbursement or voucher requests must be submitted \"no later than one year from the date of the delayed/canceled flight(s).\"","issues":["flight_delay","flight_cancellation"],"source":"https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-airline-commitments","title":"DOT Delay and Cancellation Dashboard - airline commitments for controllable disruptions","citation":"14 CFR 259.5 (Customer Service Plans); FAA Reauthorization Act of 2024 (Pub. L. 118-63) section 506","jurisdiction":"us-federal","status":"in_effect","summary":"The ten largest U.S. airlines commit in their customer service plans to help passengers when a cancellation or significant delay is within the airline's control. All ten guarantee a meal and free rebooking on the same airline, and nine guarantee a hotel and ground transportation for controllable overnight disruptions. DOT publishes these commitments on its Delay and Cancellation Dashboard, which still existed in August 2026. Airlines must adhere to their plans. These are voluntary commitments, not a federal compensation rule.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The 10 largest U.S. passenger carriers keep voluntary commitments in their customer service plans (required by 14 CFR 259.5) to assist passengers affected by cancellations and significant delays that are controllable by the carrier. All 10 guarantee a meal and rebooking without charge on the ticketed airline. Nine guarantee hotel accommodation and ground transportation to and from the hotel for controllable overnight delays and cancellations. Four commit to compensation in credits, travel vouchers or frequent flyer miles.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12"},{"kind":"policy","claim":"Each covered carrier must adopt a Customer Service Plan for its scheduled flights and adhere to the plan's terms.","issues":["flight_cancellation","flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated on December 10, 2025 that airlines are obligated to abide by their customer service commitments, and that it aligned the \"controllable\" standard with the \"Air Carrier\" cause category in its delay reporting rules (14 CFR 234.4).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Since December 10, 2025, until further notice, DOT will not take action against airlines that do not provide services, amenities or compensation for delays or cancellations caused by unscheduled maintenance required by an FAA airworthiness directive that cannot be deferred (such as Emergency AD 2025-24-51).","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2025/12/10/2025-22415/airline-customer-service-commitments-for-controllable-flight-disruptions-unscheduled-maintenance-in","last_verified":"2026-10-12"},{"kind":"policy","claim":"Effective October 19, 2026, ten event types move out of the \"Air Carrier\" (controllable) delay and cancellation cause category into a new \"Section 511(b)\" category. They include extreme weather or foreign-object damage to the aircraft, cybersecurity attacks, government system failures, non-deferrable unscheduled maintenance, medical emergencies, removal of an unruly passenger, and airport closures from volcanic ash, wind or wind shear. DOT expects fewer disruptions to trigger the airlines' commitments.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/09/03/2026-18040/cause-of-airline-delay-and-cancellation-categories-under-section-511b-of-the-faa-reauthorization-act","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT stated in August 2026 that the delay and cancellation dashboard and the family seating dashboard currently exist on its website, and that a seat size dashboard has not yet been created.","issues":["flight_cancellation","flight_delay"],"source":"https://www.federalregister.gov/documents/2026/08/31/2026-17721/aviation-consumer-protection-advisory-committee-notice-of-public-meeting","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A \"significantly delayed or changed flight\" is one where, because of the carrier's change, the passenger departs 3 or more hours earlier or arrives 3 or more hours later (domestic itineraries), or 6 or more hours earlier or later (international itineraries); departs from or arrives at a different airport; has more connection points; or is downgraded to a lower class of service. For a passenger with a disability, a change of connecting airport or a substitute aircraft without a needed accessibility feature also counts.","issues":["flight_cancellation","flight_delay","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The merchant-of-record carrier must refund the airfare, including taxes and ancillary fees, to a passenger with a nonrefundable ticket whose flight is cancelled or significantly delayed or changed, if the passenger does not fly the changed flight or accept rebooking and does not accept a voucher or other compensation. The refund is automatic when the flight is cancelled and no alternative is offered, when the passenger rejects the alternative, or when the passenger does not respond to the offer before the flight departs.","issues":["flight_cancellation","flight_delay","refund_request"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"}]},{"id":"dot-tarmac-delay","title":"DOT tarmac delay limits","citation":"14 CFR 259.4 (86 FR 23270, May 3, 2021)","jurisdiction":"us-federal","status":"in_effect","summary":"At a U.S. airport, passengers stuck on a plane on the ground must be given the chance to get off before the tarmac delay exceeds three hours (domestic flights) or four hours (international flights), unless a safety, security or air traffic control exception applies. Food and water are due within two hours, and working lavatories and medical attention must be available.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"For domestic flights, each covered U.S. carrier must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds three hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"limit","claim":"For international flights, each covered carrier (U.S. or foreign) must give passengers on a flight in a tarmac delay at a U.S. airport the opportunity to deplane before the tarmac delay exceeds four hours.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The limits do not apply if a departing flight begins returning to a suitable disembarkation point within the time limit, if the pilot-in-command determines that deplaning would jeopardize passenger safety or security, or if air traffic control advises that returning to deplane would significantly disrupt airport operations.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"deadline","claim":"During a tarmac delay, the carrier must provide adequate food and potable water no later than two hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude it. It must also ensure operable lavatories and adequate medical attention if needed.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"process","claim":"The carrier must tell passengers the status of the delay when the tarmac delay exceeds 30 minutes, and must tell them in time whenever there is an opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"A tarmac delay is the period when an aircraft is on the ground with passengers and the passengers have no opportunity to deplane.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.3","last_verified":"2026-10-12"},{"kind":"process","claim":"The operating carrier must file a report with DOT's Office of Aviation Consumer Protection within 30 days of any tarmac delay that exceeds three hours (domestic) or four hours (international). Failure to follow the contingency plan is an unfair and deceptive practice subject to DOT enforcement.","issues":["flight_delay"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-259/section-259.4","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"limit","claim":"The liability limit for damage caused by delay of passengers (Article 22, paragraph 1) is 6,303 SDR, effective as of 28 December 2024.","issues":["flight_delay"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"dot-delay-compensation-proposal","title":"DOT proposal to require cash compensation for controllable delays and cancellations (withdrawn)","citation":"89 FR 99760 (December 11, 2024), ANPRM \"Airline Passenger Rights\", docket DOT-OST-2024-0062, RIN 2105-AF20; withdrawn 90 FR 51230 (November 17, 2025)","jurisdiction":"us-federal","status":"withdrawn","summary":"In December 2024 DOT published an advance notice of proposed rulemaking (not a proposed rule) asking whether to require airlines to pay cash compensation and provide meals, hotels and free rebooking for controllable delays and cancellations. DOT withdrew it on November 17, 2025. No federal rule requires airlines to pay cash compensation for delays or cancellations. Do not cite the dollar amounts from the 2024 notice as a right.","source":"https://www.federalregister.gov/documents/2025/11/17/2025-20042/airline-passenger-rights-withdrawal","last_verified":"2026-10-12","status_note":"Withdrawn on November 17, 2025 (90 FR 51230, FR Doc. 2025-20042). The 2024 document was an ANPRM with comments due February 10, 2025; it never reached a proposed or final rule. What remains: airlines' voluntary customer service plan commitments (rules/dot-airline-commitments), refund rights when a flight is cancelled or significantly changed (rules/dot-refunds-rule), and the Montreal Convention delay liability for international trips (rules/montreal-convention-baggage).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"security":{"official_domains":["southwest.com","wnco.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.897,"sources":{"primary":35,"reference":3,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","warnings":[]},"delayed_baggage":{"company":{"id":"southwest-airlines","name":"Southwest Airlines","sector":"airline","website":"https://www.southwest.com","account_url":null},"issue":{"id":"delayed_baggage","name":"Delayed bag"},"playbook_source":"company","summary":"Report a missing bag within 4 hours of arrival and get a Baggage report number; bag fees are refunded at 12 hours.","evidence":["bag tag","Baggage report number","receipts for essentials"],"steps":[{"do":"Report the bag to Southwest at the airport within 4 hours of the flight's arrival and get a Baggage report number."},{"do":"Keep receipts for reasonable expenses and submit them with the claim.","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"do":"If the bag arrives 12 or more hours late, ask for the checked bag fee back."}],"channels":[{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(i) says that for loss or substantial delay, you must notify Southwest and receive a Baggage report number not later than four (4) hours after the flight's arrival or receipt of the bag.","issues":["delayed_baggage","lost_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"With a Baggage report number, Southwest refunds the excess, oversize or overweight charge paid if baggage is lost or delayed by twelve (12) or more hours after the arrival of the flight.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"security":{"official_domains":["southwest.com","wnco.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.897,"sources":{"primary":35,"reference":3,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","warnings":[]},"lost_baggage":{"company":{"id":"southwest-airlines","name":"Southwest Airlines","sector":"airline","website":"https://www.southwest.com","account_url":null},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"After the report, complete the Property Loss Claim form within 30 days of the date Southwest issues it.","evidence":["bag tag","Baggage report number","contents list with values","receipts"],"steps":[{"do":"Make sure you reported the bag within 4 hours and have a Baggage report number."},{"do":"Complete the Property Loss Claim form Southwest sends by mail or through its Baggage Claim Web Portal within 30 days of issue."},{"do":"If the settlement is refused or too low, complain in writing, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(iii) says the Property Loss Claim form must be completed and postmarked (paper) or submitted through the Baggage Claim Web Portal (online) within thirty (30) days of date of issue by Southwest.","issues":["lost_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"limit","claim":"The Contract of Carriage sets Southwest's standard baggage liability at $4,700, with excess valuation of up to $1,250 more (total maximum $5,950). Reimbursement is the documented original purchase price less depreciation.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"security":{"official_domains":["southwest.com","wnco.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.897,"sources":{"primary":35,"reference":3,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","warnings":[]},"damaged_baggage":{"company":{"id":"southwest-airlines","name":"Southwest Airlines","sector":"airline","website":"https://www.southwest.com","account_url":null},"issue":{"id":"damaged_baggage","name":"Damaged bag"},"playbook_source":"company","summary":"Report damage in person at the airport within 24 hours and get a Baggage report number.","evidence":["photos of the damage","bag tag","Baggage report number","repair estimate"],"steps":[{"do":"Show the damaged bag to Southwest at the airport within 24 hours of arrival or receipt of the bag. Get a Baggage report number."},{"do":"Follow up in writing with photos and a repair estimate.","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Contract of Carriage section 7.g.(8)(ii) says damage must be reported in person at the airport, with a Baggage report number issued, not later than 24 hours after the flight's arrival or receipt of the bag.","issues":["damaged_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Southwest is not liable for normal wear and tear such as cuts, scratches, scuffs, stains, dents, punctures, marks and dirt.","issues":["damaged_baggage"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"security":{"official_domains":["southwest.com","wnco.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.897,"sources":{"primary":35,"reference":3,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","warnings":[]},"denied_boarding":{"company":{"id":"southwest-airlines","name":"Southwest Airlines","sector":"airline","website":"https://www.southwest.com","account_url":null},"issue":{"id":"denied_boarding","name":"Bumped or denied boarding"},"playbook_source":"company","summary":"If bumped involuntarily, compensation is paid on the spot under Contract of Carriage section 9.c.","evidence":["boarding pass","written Notice of Denied Boarding","arrival time of the new flight"],"steps":[{"do":"Ask for the written explanation of denied boarding compensation and payment the same day."},{"do":"If not paid, complain in writing, then file with the U.S. DOT.","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"For domestic itineraries, involuntary denied boarding compensation is at least 200% of the fare or $1075.00 (whichever is lower) if the alternate flight arrives more than 1 but less than 2 hours late, and at least 400% of the fare or $2150.00 (whichever is lower) otherwise. It is paid on the day and at the place of denied boarding, or sent within 24 hours.","issues":["denied_boarding"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-denied-boarding","title":"DOT oversales and denied boarding compensation","citation":"14 CFR part 250 (limits revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"When an airline involuntarily bumps a passenger with a confirmed reservation from an oversold flight that departs from a U.S. airport, it must pay compensation in cash or check on the spot: 200% of the one-way fare up to $1,075, or 400% up to $2,150, depending on how late the passenger arrives on the alternate transportation. It must also give a written statement of these rights.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Part 250 applies to scheduled flight segments using an aircraft with a designed capacity of 30 or more passenger seats, in interstate transportation and on nonstop foreign segments that originate at a point within the United States.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.2","last_verified":"2026-10-12"},{"kind":"compensation","claim":"Domestic: no compensation is required if alternate transportation is planned to arrive within one hour of the original arrival time. If it arrives more than one hour but less than two hours late, compensation is at least 200 percent of the fare to the destination or first stopover, or $1,075, whichever is lower. If the carrier does not offer alternate transportation planned to arrive less than two hours late, compensation is at least 400 percent of that fare, or $2,150, whichever is lower.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"compensation","claim":"International flights from a U.S. airport: no compensation if the alternate transportation arrives within one hour; 200 percent of the fare or $1,075, whichever is lower, if it arrives more than one hour but less than four hours late; 400 percent of the fare or $2,150, whichever is lower, if the carrier does not offer alternate transportation planned to arrive less than four hours late.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The carrier must pay in cash or an immediately negotiable check on the day and at the place the denied boarding occurs. If the alternate transportation leaves before payment can be prepared, the carrier must send payment within 24 hours after the denied boarding.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.8","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier may offer free or reduced-rate travel instead of cash only if its value is at least the cash amount owed, and it must tell the passenger the cash amount, that the passenger may decline the travel offer and take cash, and all material restrictions before the passenger accepts.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund unused fees for optional services (for example a seat or bag fee) paid by a passenger who is voluntarily or involuntarily denied boarding, unless the service is provided on the alternate transportation.","issues":["denied_boarding","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"No compensation is owed if the passenger did not comply with the carrier's ticketing, check-in and reconfirmation rules; if a smaller aircraft was substituted for operational or safety reasons (or, on aircraft with 60 or fewer seats, weight or balance limits applied); if the passenger was seated in a different section at no extra charge; or if the carrier arranged transportation planned to arrive no later than one hour after the original planned arrival.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.6","last_verified":"2026-10-12"},{"kind":"process","claim":"Immediately after an involuntary denied boarding, the carrier must give the passenger a written statement that explains the boarding priority rules, the compensation amounts, and the passenger's right to decline compensation and pursue damages another way.","issues":["denied_boarding"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-250/section-250.9","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limits from $775 and $1,550 to $1,075 and $2,150 by a rule effective January 22, 2025, and did not enforce the new limits until March 20, 2025.","issues":["denied_boarding"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"security":{"official_domains":["southwest.com","wnco.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.897,"sources":{"primary":35,"reference":3,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","warnings":[]},"travel_credit":{"company":{"id":"southwest-airlines","name":"Southwest Airlines","sector":"airline","website":"https://www.southwest.com","account_url":null},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"Flight Credits from tickets issued or changed on or after May 28, 2025 expire; ask for a cash refund instead if Southwest caused the disruption.","evidence":["confirmation number of the original ticket","credit details","cancellation notice"],"steps":[{"do":"If the credit came from a Southwest cancellation or significant change, ask for a refund to the original form of payment.","channel":{"id":"refund-form","type":"web_form","label":"Non-refundable Ticket Refund Request","value":"https://support.southwest.com/helpcenter/s/request-ticket-refund","purposes":["flight_cancellation","flight_delay","refund_request"],"notes":"Covers Southwest-initiated cancellations, significant schedule revisions and significant delays, plus some other cases. Needs confirmation number and flight details; no sign-in stated.","source":"https://support.southwest.com/helpcenter/s/request-ticket-refund","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Flight Credits created from tickets issued or changed on or after May 28, 2025, have an expiration date by which travel must be booked and flown.","issues":["travel_credit"],"source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"On request, carriers must give a transferable travel credit or voucher, valid for at least five years from issuance, to a passenger who cannot travel because of a government restriction related to a serious communicable disease, or who is advised by a licensed treating medical professional not to fly because of a serious communicable disease. The carrier may require documentation and may charge a per-passenger processing fee that was disclosed at purchase.","issues":["travel_credit"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-262","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["No baggage claim portal URL or baggage phone number was found; the Contract of Carriage says Southwest sends the Property Loss Claim form by mail or through its Baggage Claim Web Portal.","The Customer Service Commitment PDF on southwest.com is dated 03/14/2019 and still says the first two checked bags are free; the current Contract of Carriage (58th revision, effective 09/24/2026) says fees for checked baggage apply."],"security":{"official_domains":["southwest.com","wnco.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.897,"sources":{"primary":35,"reference":3,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Contract of Carriage is the 58th revision, effective 09/24/2026. It now says checked bag fees apply and that Flight Credits from tickets issued or changed on or after May 28, 2025 expire, and it describes Basic fares. Older Southwest commitment documents that describe free checked bags are out of date.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Reservations and customer service (1-800-I-FLY-SWA)","value":"+1-800-435-9792","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","accessibility"],"notes":"Spanish line 1-800-826-6667 (1-800-VAMONOS).","source":"https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Help Center Contact Us (compliment and complaint sections)","value":"https://support.southwest.com/helpcenter/s/contact-us","purposes":["flight_cancellation","flight_delay","denied_boarding","poor_service","ancillary_fee_refund","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The complaint section says \"Please provide the details of your experience and we will research and respond as soon as possible.\"","source":"https://support.southwest.com/helpcenter/s/contact-us","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Southwest owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["southwest.com","wnco.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"A consumer reported to BBB Scam Tracker (July 2024) that a Google search for Southwest customer service led to a website imitating Southwest, where they bought tickets from an impostor. The card charges showed the name Southwes, not Southwest.","source":"https://www.bbb.org/scamtracker/lookupscam/861690","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"B","primary_share":0.897,"sources":{"primary":35,"reference":3,"other":1},"verified_from":{"page":20},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 90% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"Southwest Airlines — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/southwest-airlines.md","markdown":"## In short\n\nSouthwest has changed a lot since 2025: checked bags now cost money, and flight credits from tickets issued or changed on or after May 28, 2025 expire. Older Southwest documents that promise free bags are out of date. For a cancellation or significant change you can still take a refund instead of a flight credit. Expenses and LUV Vouchers after a disruption Southwest caused go through its reimbursement form within one year. Report a lost or delayed bag within 4 hours and damage in person within 24 hours.\n\n## How complaints actually go\n\n- Southwest's Contract of Carriage (58th revision, effective September 24, 2026) says a passenger whose flight is cancelled or significantly delayed or changed may get a refund to the form of payment if they do not fly, do not accept other transportation and do not choose to keep the value as a flight credit. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- The contract says credit card refunds are \"typically\" processed within seven business days and check refunds within 20 calendar days of the date Southwest decides a refund is due, and that a refund that needs a request must be asked for within one year of the ticket issue date. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- Ticket refunds go through Southwest's refund request form, and expense reimbursement or LUV Voucher requests through a separate form. [Southwest: request a ticket refund](https://support.southwest.com/helpcenter/s/request-ticket-refund), [Southwest: request reimbursement or voucher](https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher)\n- DOT assessed Southwest a $140 million civil penalty in December 2023 for failing to give prompt refunds, flight status notices and customer service during the disruption after Winter Storm Elliott (December 21, 2022 to January 2, 2023). In December 2025 DOT replaced the last $11 million Treasury payment with a credit for operational investments; the order's $90 million in passenger vouchers from April 2024 to April 2027 was not changed. [DOT Order 2025-12-4](https://www.transportation.gov/sites/dot.gov/files/2025-12/Southwest%20Airlines%20-%20Order%202025-12-4.pdf)\n\n## What tends to work\n\n- For a disruption Southwest controls, the reimbursement form covers delays of three hours or more with a food voucher on request or reasonable meal costs, and lodging if no same-day flight is available. Attach receipts. [Southwest: request reimbursement or voucher](https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher)\n- Southwest may issue a LUV Voucher when it cancelled or significantly delayed a flight for a reason it controls, the disruption happened less than eight days before departure, and you arrived three or more hours late. [Southwest: request reimbursement or voucher](https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher)\n- With a baggage report number, Southwest refunds the bag charge if a bag is lost or delayed 12 or more hours after the flight arrives. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- If Southwest does not resolve the complaint, DOT directs it to respond to you directly and to send DOT a copy. [DOT: File a consumer complaint](https://www.transportation.gov/airconsumer/file-consumer-complaint)\n\n## Traps and fine print\n\n- Flight credits from tickets issued or changed on or after May 28, 2025 have an expiration date by which travel must be booked and flown. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- Reimbursement or voucher requests must be submitted within one year of the delayed or cancelled flight. [Southwest: request reimbursement or voucher](https://support.southwest.com/helpcenter/s/request-reimbursement-or-voucher)\n- Lost or substantially delayed bags must be reported, and a baggage report number received, within 4 hours of arrival; damage must be reported in person at the airport within 24 hours. The Property Loss Claim form is due within 30 days of when Southwest issues it. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n- Southwest does not pay for normal wear and tear such as cuts, scratches, scuffs, stains or dents, and pays the documented purchase price less depreciation, up to $4,700 standard liability. [Southwest Contract of Carriage](https://www.southwest.com/assets/pdfs/corporate-commitments/contract-of-carriage.pdf)\n\n## By the numbers\n\n- July 2026: DOT received 280 complaint cases about Southwest; 62 were about flight problems and 47 about refunds. [DOT Air Travel Consumer Report, September 2026 (July 2026 data)](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- July 2026: Southwest arrived on time 68.0% of the time (5th of 8), cancelled 1.1% of flights, and mishandled 0.35 bags per 100 enplaned (2nd best). [DOT Air Travel Consumer Report, September 2026](https://www.transportation.gov/sites/dot.gov/files/2026-09/September%202026%20ATCR%20revised%209-22-2026.pdf)\n- ACSI 2026: Southwest scored 77 out of 100, down from 80 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)\n\n## Scams that target customers\n\n- A consumer reported to BBB Scam Tracker in July 2024 that a search for Southwest customer service led to a site imitating Southwest; the card charge showed \"Southwes\". [BBB Scam Tracker report](https://www.bbb.org/scamtracker/lookupscam/861690)\n- The BBB says fake airline numbers in search results lead to callers who claim fares went up or extra fees are due; get the number from the airline's own website. [BBB scam alert, June 2024](https://www.bbb.org/article/scams/20149-scam-alert-watch-out-for-airfare-scams-when-booking-your-trip)\n- The FTC says to contact airlines only through their official app, website, chat or phone number. [FTC consumer alert, July 25, 2024](https://consumer.ftc.gov/consumer-alerts/2024/07/scammers-impersonate-airline-customer-service-representatives)\n"},"guide":{"key":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12","file":"guides/airline.md","page":"https://escalate.alexgaoth.com/#/guides/airline"}}