Southwest Airlines

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.

Telephone
Main : (800) 435-9792
Mailing address
PO Box 36647-1CR
Dallas, TX 75235
Website
southwest.com

What you need to know about Southwest Airlines

Southwest Airlines responds to most customer complaints in a satisfactory manner.

Related stories: Southwest canceled my flight! Where is my refund for my EarlyBird fees?; Can Southwest Airlines extend my ticket credit? I have cancer.; A Southwest schedule change that I didn’t want — do I have to pay for it?

How to resolve a problem with Southwest Airlines

Try self-service first

Use our proven resolution methods, or Southwest Airlines’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

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.

How fast does Southwest Airlines respond?

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

Chat is available on Southwest's website through its Help Center at support.southwest.com, starting with Southwest's AI Assistant. 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.

Verified contacts

Southwest Airlines customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Michelle Buckley
Senior Director Customer Experience and Customer Relations
Secondary
Tony Roach
Executive Vice President & Chief Customer & Brand Officer
Secondary
Kevin McDorman
Vice President Customer Care
Chief Executive
Bob Jordan
Chief Executive Officer

Southwest Airlines customer service policies

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.

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.

Frequently asked questions about Southwest Airlines

Yes, you can find the online contact form here.
Call (800) 435-9792.
Southwest Airlines customer service is available 24/7.
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.
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: Choice Extra and Choice Preferred (refundable) fares are returned to the original payment method. Choice and Basic fares are converted to Travel Funds for future use. Cancellations must be made at least 10 minutes before scheduled departure.
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. Basic fares cannot be changed unless you first upgrade to a Choice, Choice Preferred, or Choice Extra fare.
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.
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.
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.
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.
It is called Rapid Rewards.

Outdated info? Report it here