---
company: southwest-airlines
title: Southwest Airlines — how complaints actually go
last_verified: 2026-10-12
---

## In short

Southwest 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 Older Southwest documents that promise free bags are out of date.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.

## How complaints actually go

- 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)
- 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)
- 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)
- 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)

## What tends to work

- 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)
- 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)
- 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)
- 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)

## Traps and fine print

- 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)
- 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)
- 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)
- 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)

## By the numbers

- 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)
- 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)
- ACSI 2026: Southwest scored 77 out of 100, down from 80 in 2025. [ACSI: Airlines](https://theacsi.com/industries/travel/airlines/)

## Scams that target customers

- 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)
- 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)
- 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)