How to File a Complaint With Southwest Airlines | 2025–2026 Step-by-Step Guide

Southwest Airlines is known for its friendly service and simple policies, but like any major airline, problems sometimes occur. From delayed flights to lost baggage or refund disputes, travelers occasionally need to file formal complaints.

Understanding how Southwest handles complaints can make the difference between waiting weeks for a response and receiving quick resolution. This 2025–2026 guide breaks down every method for filing a complaint with Southwest Airlines, including online, phone, and escalation options. It also covers how to handle refunds, compensation, and unresolved customer service issues.

Quick Contact Options for Southwest Airlines

Before submitting a formal complaint, it’s best to try Southwest’s general customer service channels first. Many small issues can be resolved faster through phone or chat support.

Customer Service Phone (U.S.): 1-800-I-FLY-SWA (1-800-435-9792)

Available 24 hours a day, 7 days a week

Best hours: Early morning (6 a.m.–9 a.m. CST)

Live Chat: Available via the Southwest Airlines mobile app or on southwest.com
under “Contact Us.”

Social Media:

X (Twitter): @SouthwestAir

Facebook: facebook.com/SouthwestAirlines

Southwest’s social media team is known for being responsive and can often resolve basic customer concerns without a formal complaint. However, for unresolved or serious issues—such as denied refunds or lost baggage claims—you’ll need to file through official channels.

How to File a Complaint Online

The easiest and most direct way to submit a complaint to Southwest Airlines is through its official online feedback form.

Go to southwest.com/contact-us/contact-us.html
.

Click “Send us a message.”

Choose the type of feedback: Complaint, Comment, or Compliment.

Enter your confirmation number, flight date, and contact details.

Write a clear and concise explanation of your issue.

Attach supporting documents (receipts, photos, etc.) if applicable.

Once submitted, you’ll receive a confirmation email with a reference number. Southwest typically replies within 7–10 business days, although complex refund or compensation claims may take longer.

How to File a Complaint by Phone or Mail

If you prefer to speak with someone directly, Southwest provides several options for filing complaints by phone or mail.

Customer Relations (U.S.): 1-855-234-4654

Hours: Monday through Friday, 7 a.m.–9 p.m. CST

Weekends: 8 a.m.–8 p.m. CST

Mailing Address:
Southwest Airlines Customer Relations
P.O. Box 36647-1CR
Dallas, TX 75235

When submitting a written complaint, include:

Your full name and contact details

Confirmation or ticket number

Flight number and date

Detailed explanation of the issue

Copies of receipts, boarding passes, or correspondence

Mailing complaints can take longer to process (typically 2–4 weeks), but it helps when you need to include printed documentation or claim reimbursement by mail.

Escalating Your Complaint

If your complaint isn’t resolved or the response seems unsatisfactory, you can escalate it through higher levels of Southwest’s system or external regulatory bodies.

Re-contact Customer Relations:
Use your original case number to follow up. Politely explain that your issue remains unresolved.

Request a Supervisor:
If you’re speaking with a representative, ask for a supervisor to review your complaint.

Email Escalation (if available):
After submitting your form, you may be contacted by email. Reply within the same thread to keep your correspondence linked.

Department of Transportation (DOT):
If your complaint involves denied compensation, refund refusal, or unfair treatment, you can escalate to the U.S. Department of Transportation.
File your complaint here: airconsumer.dot.gov/escomplaint/ConsumerForm.cfm
.

The DOT requires Southwest to respond to escalated complaints within 30 days, which can lead to faster results when all internal channels have failed.

Refunds, Compensation, and Vouchers

Southwest’s flexible policies are one of its main advantages, but customers sometimes experience delays in receiving refunds or credits. Here’s how to navigate the process:

Refund Eligibility:
Southwest offers refunds only for refundable fares. Nonrefundable fares receive travel credits (usable for 12 months from the purchase date).

Requesting a Refund:
Submit your refund request online at southwest.com/refunds
. You’ll need your confirmation number and passenger name.

Cancellations and Delays:
If Southwest cancels your flight, you’re entitled to a full refund or travel credit, depending on your fare type.

Baggage Claims:
File baggage-related complaints at any Southwest baggage office within 4 hours of landing or call 1-888-202-1024.

Travel Disruptions:
For weather-related issues, Southwest generally offers flight changes rather than refunds, though you can request consideration through Customer Relations.

Keep copies of all communications and proof of submission. These details are essential if you later need to escalate your case.

How to Escalate to the CEO or Executive Team

While it’s not common, some passengers choose to contact Southwest’s executive team when standard support fails. Be respectful and professional when doing so.

Corporate Headquarters Address:
Southwest Airlines Co.
2702 Love Field Drive
Dallas, TX 75235

Corporate Phone: 214-792-4000

When reaching out, include your case number, a concise explanation of the issue, and your preferred resolution. This step should be reserved for serious or unresolved problems.

Tips for Successful Complaints

To get your issue resolved efficiently, use these proven strategies:

Be polite and professional. Emotional or aggressive language slows down the process.

Be detailed. Include flight numbers, confirmation codes, and dates.

Provide evidence. Upload or attach receipts, emails, or photos to support your claim.

Follow up regularly. If you don’t receive a response within two weeks, contact Customer Relations again.

Stay consistent. Always use the same case number and contact email for all communication.

How Long It Takes to Get a Response

Response times vary based on the type of complaint:

General feedback: 5–7 days

Refunds or compensation: 10–14 days

Escalated DOT complaints: 30 days or more

To avoid delays, ensure that your contact information is correct and your complaint includes all necessary details.

Conclusion

Filing a complaint with Southwest Airlines in 2025–2026 can be straightforward if you know which channels to use. The online form is the fastest option, but phone or mail submissions are effective for travelers who prefer personal communication or need to include documentation.

By following the proper steps, providing clear details, and escalating unresolved issues through official channels, you increase your chances of getting a timely response, refund, or compensation.

Whether it’s a missing bag, canceled flight, or poor service experience, Southwest Airlines provides several avenues for resolution—you just need to know where to start and how to follow through.