Southwest Airlines Co. is a U.S. passenger airline headquartered in Dallas, Texas. It operates an all-Boeing 737 fleet and serves more than 100 destinations across the United States, Mexico, the Caribbean, and Central America. Historically a point-to-point carrier, Southwest announced a shirt toward a hybrid hub model in 2025, with the new schedule structure taking effect in 2026. It is publicly traded on the New York Stock Exchange under the ticker symbol LUV.
Southwest Airlines Responsiveness rating
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What you need to know about Southwest Airlines
Southwest Airlines responds to most customer complaints in a satisfactory manner.
- Southwest Airlines’ customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Southwest Airlines with our insider guide or through our executive contacts.
- Southwest Airlines’s customer service policies are standard. Here are our frequently asked questions about Southwest Airlines.
Southwest Airlines customer service response times
| Phone support | Representatives are available 24 hours a day, 7 days a week. Average hold time is approximately 2–3 minutes; the least busy day is Thursday and the busiest is Sunday. A callback option is available during high-volume periods. Call (800) 435-9792. |
| Email support | Instead, the airline provides an online contact form for submitting complaints, refund requests, compliments, and general inquiries. Customers receive a confirmation email with a case reference number upon submission. General feedback typically receives a response within 7–10 business days; refund and compensation claims may take 10–14 business days. Formal written complaints are acknowledged within 30 days and receive a substantive reply within 60 days, per Southwest’s Customer Service Plan. |
| Live chat support | Live chat is available exclusively through the Southwest Airlines mobile app (iOS and Android) and is accessible 24 hours a day, 7 days a week. It is best suited for flight status inquiries, simple rebooking, and Rapid Rewards questions. Complex refund or compensation disputes are better handled by phone or the online contact form. |
| Social media | Southwest is active on X (Twitter), Facebook, Instagram, and LinkedIn. Direct messages on X (Twitter) and Facebook are monitored daily and typically receive a response within 1–4 hours on X and 2–8 hours on Facebook. During widespread disruptions, social media contact often yields faster practical results than phone. Access Southwest Airlines’ social media here. |
| Help center/FAQ | Southwest’s help center at support.southwest.com provides instant self-service answers to common questions covering flight changes and cancellations, refunds and travel funds, baggage policies and claims, Rapid Rewards points, check-in, disability assistance, and the Contract of Carriage. No account login is required to browse the help center. |
How to resolve a problem with Southwest Airlines
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Southwest Airlines mailing address
PO Box 36647-1CR
Dallas, TX 75235
Southwest Airlines loyalty program
Southwest Airlines’ loyalty program is called Rapid Rewards. Members earn points on flights and with partner hotels, car rental companies, and credit cards. Points can be redeemed for flights, gift cards, merchandise, hotel stays, rental cars, and exclusive experiences. There are no blackout dates on reward flights. Sign up at southwest.com/rapidrewards or through the Southwest mobile app.
Southwest Airlines social media channels
Southwest Airlines executive customer service contacts
Primary Contact
Michelle Buckley
Managing Director, Customer Experience and Customer Relations
2702 Love Field Drive
Dallas, TX 75235
michelle.buckley@wnco.com
Secondary Contact
Kevin McDorman
Vice President Customer Care
2702 Love Field Drive
Dallas, TX 75235
Kevin.McDorman@wnco.com
Chief Executive
Bob Jordan
President and Chief Executive Officer
2702 Love Field Drive
Dallas, TX 75235
bob.jordan@wnco.com
Southwest Airlines customer service policies
What is Southwest Airlines privacy policy?
Southwest collects personal data including name, address, payment information, government-issued ID data (TSA requirements), and travel preferences when you book a flight or join Rapid Rewards.
Your data may be shared with code-share and partner airlines, hotels, car rental companies, and government agencies for security screening purposes.
Southwest uses cookies and tracking pixels on southwest.com to serve targeted advertising and analyze usage.
You may opt out of marketing emails at any time via your Rapid Rewards account or the unsubscribe link in any email.
California residents have additional rights under CCPA including the right to know, delete, and opt-out of sale of personal information.
Southwest retains booking data for a minimum of 7 years for regulatory compliance.
What are Southwest Airlines' contract of carriage?
Southwest’s contract of carriage governs your rights as a passenger, including limits on liability for delays, cancellations, and lost baggage.
Baggage liability is limited to $3,800 per ticketed passenger for domestic flights under federal law. Claims must be filed within 4 hours of arrival for damaged bags.
For flights cancelled by Southwest, passengers are entitled to a full refund to original form of payment — not just Travel Funds — per DOT rules (effective 2024).
Southwest limits liability for consequential damages (hotels, meals, rental cars) caused by delay or cancellation in most circumstances.
Disputes arising from your ticket are governed by Texas law under the Contract of Carriage.
Southwest Airlines self-service links
How do I cancel my Southwest flight and get a refund?
Log in to your account and go to manage reservations. Select your trip and choose “Cancel Flight.” Refundable (Business Select and Anytime) fares are returned to your original payment method within 7 business days. Non-refundable (Wanna Get Away and Wanna Get Away+) fares are converted to Travel Funds for future use. If Southwest cancels your flight, you are entitled to a full cash refund to your original payment method regardless of fare type — do not accept Travel Funds if you prefer a cash refund.
What if Southwest changed my flight significantly?
Under 2024 DOT rules, a significant schedule change (departure or arrival shifted by 3+ hours, or a change in origin/destination airport) entitles you to a full cash refund. Contact Southwest at (800) 435-9792 or use the online contact form and specifically request a refund to your original payment method.
Does Southwest Airlines have an online contact form?
Yes, you can find the online contact form here.
How can I contact Southwest Airlines customer service?
Call (800) 435-9792.
What are Southwest Airlines' customer service hours?
Southwest Airlines customer service is available 24/7.
How can I check the status of my flight?
You can check the status of your flight on the Southwest Airlines website or mobile app by entering your flight details. You can also sign up for flight status notifications via email or text.
What is Southwest Airlines' cancellation policy?
Under DOT rules effective 2024, all Southwest customers whose flights are canceled or significantly changed by the airline are entitled to a full cash refund to the original form of payment regardless of fare type. For voluntary cancellations: Business Select and Anytime (refundable) fares are returned to the original payment method. Wanna Get Away and Wanna Get Away+ fares are converted to Travel Funds for future use. Cancellations must be made at least 10 minutes before scheduled departure.
How can I change my flight with Southwest Airlines?
You can change your flight online via the Southwest Airlines website or mobile app. Simply go to “Manage Reservations,” enter your confirmation number and name, and follow the prompts to select a new flight. No change fees apply, but fare differences may be charged.
How do I check in for my Southwest Airlines flight?
You can check in for your Southwest Airlines flight online starting 24 hours before departure. Check-in can be done on the Southwest Airlines website, mobile app, or at a Southwest kiosk at the airport.
What should I do if my baggage is lost or delayed?
If your baggage is lost or delayed, report it immediately to the Southwest Airlines baggage service office at the airport. You can also contact their central baggage service at (888) 202-1024 for further assistance.
How can I request a refund for my Southwest Airlines ticket?
Refunds for refundable tickets can be requested online through the “manage reservations” section on the Southwest Airlines website or by contacting customer service at (800) 435-9792. Non-refundable tickets can be converted to travel credits for future use.
Does Southwest Airlines offer any special assistance for passengers with disabilities?
Yes, Southwest Airlines offers special assistance for passengers with disabilities. Services include wheelchair assistance, help with boarding, and special seating arrangements. It’s recommended to contact Southwest Airlines customer service at (800) 435-9792 at least 24 hours before your flight to arrange for special assistance.
What is Southwest Airlines rewards program called?
It is called Rapid Rewards.
How to get professional help with your Southwest Airlines problem
If you need help with Southwest Airlines, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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