Better Business Bureau Complaints

[operaations]

Southwest Airlines Company
2702 Love Field Dr.
Dallas, TX 75235
(Yahoo Map)

General Information

Original Business Start Date: June 1971
Local Business Start Date: June 1971
Principal: Mr. Jim Ruppel, VP of Customer Relations
Customer Service Contact: Mr. Jim Ruppel, VP of Customer Relations
Phone Number: (214) 792-4000
Fax Number: (214) 792-5099
BBB Membership: This company is a member.
Type-of-Business Classification: Airlines


Closed Complaints

Number of complaints processed by the BBB in the last 36 months: 56
Number of complaints processed by the BBB in the last 12 months: 12


Complaints Concerning
Selling Practice Issues - 1
Number in the last 12 months - 0
Outcome of all complaints:
1 - Closed as Resolved.

Advertising Issues - 5
Number in the last 12 months - 2
Outcome of all complaints:
5 - Closed as Resolved.

Service Issues - 30
Number in the last 12 months - 9
Outcome of all complaints:
29 - Closed as Resolved.
1 - Closed when the company made every reasonable effort to resolve the dispute.

Credit or Billing Issues - 11
Number in the last 12 months - 0
Outcome of all complaints:
10 - Closed as Resolved.
1 - Closed when the company made every reasonable effort to resolve the dispute.

Delivery Issues - 6
Number in the last 12 months - 0
Outcome of all complaints:
6 - Closed as Resolved.

Refund Issues - 1
Number in the last 12 months - 0
Outcome of all complaints:
1 - Closed as Resolved.

Product Quality Issues - 1
Number in the last 12 months - 0
Outcome of all complaints:
1 - Closed as Resolved.

Contract Issues - 1
Number in the last 12 months - 1
Outcome of all complaints:
1 - Closed as Resolved.


------------------------------------------------------------------------------

American Airlines
Box 619612, MD 2400
DFW Airport, TX 75261-9612
(Yahoo Map)

General Information

Original Business Start Date: January 1927
Local Business Start Date: January 1927
Principal: Mr. Gerard Arpey, President
Customer Service Contact: Mr. Gerard Arpey, President
Phone Number: (817) 963-1234
Fax Number: (817) 967-4162
BBB Membership: This company is a member.
Type-of-Business Classification: Airlines





Closed Complaints

Number of complaints processed by the BBB in the last 36 months: 3
Number of complaints processed by the BBB in the last 12 months: 0


Complaints Concerning
Service Issues - 2
Number in the last 12 months - 1
Outcome of all complaints:
2 - Closed as Resolved.


License Information

 

[operaations]

Southwest Airlines Company
2702 Love Field Dr.
Dallas, TX 75235
(Yahoo Map)

General Information

Original Business Start Date: June 1971
Local Business Start Date: June 1971
Principal: Mr. Jim Ruppel, VP of Customer Relations
Customer Service Contact: Mr. Jim Ruppel, VP of Customer Relations
Phone Number: (214) 792-4000
Fax Number: (214) 792-5099
BBB Membership: This company is a member.
Type-of-Business Classification: Airlines


Closed Complaints

Number of complaints processed by the BBB in the last 36 months: 56
Number of complaints processed by the BBB in the last 12 months: 12


Complaints Concerning
Selling Practice Issues - 1
Number in the last 12 months - 0
Outcome of all complaints:
1 - Closed as Resolved.

Advertising Issues - 5
Number in the last 12 months - 2
Outcome of all complaints:
5 - Closed as Resolved.

Service Issues - 30
Number in the last 12 months - 9
Outcome of all complaints:
29 - Closed as Resolved.
1 - Closed when the company made every reasonable effort to resolve the dispute.

Credit or Billing Issues - 11
Number in the last 12 months - 0
Outcome of all complaints:
10 - Closed as Resolved.
1 - Closed when the company made every reasonable effort to resolve the dispute.

Delivery Issues - 6
Number in the last 12 months - 0
Outcome of all complaints:
6 - Closed as Resolved.

Refund Issues - 1
Number in the last 12 months - 0
Outcome of all complaints:
1 - Closed as Resolved.

Product Quality Issues - 1
Number in the last 12 months - 0
Outcome of all complaints:
1 - Closed as Resolved.

Contract Issues - 1
Number in the last 12 months - 1
Outcome of all complaints:
1 - Closed as Resolved.


------------------------------------------------------------------------------

American Airlines
Box 619612, MD 2400
DFW Airport, TX 75261-9612
(Yahoo Map)

General Information

Original Business Start Date: January 1927
Local Business Start Date: January 1927
Principal: Mr. Gerard Arpey, President
Customer Service Contact: Mr. Gerard Arpey, President
Phone Number: (817) 963-1234
Fax Number: (817) 967-4162
BBB Membership: This company is a member.
Type-of-Business Classification: Airlines





Closed Complaints

Number of complaints processed by the BBB in the last 36 months: 3
Number of complaints processed by the BBB in the last 12 months: 0


Complaints Concerning
Service Issues - 2
Number in the last 12 months - 1
Outcome of all complaints:
2 - Closed as Resolved.


License Information

 

[Ch. 12]

Thanks, operaations!!! You have made my choice for AA's SUPERB customer service an easy one! 🙄

Ummmm...if these are, in fact, the national numbers, I would have to say that people (myself included) have grown to EXPECT bad service from AA so to get bad service is the usual and why complain? But we have grown to EXPECT good service from WN and a deviation from that may draw a complaint. It's all relative.

 

[operaations]

true i just found it interesting

 

[Ch. 12]

true i just found it interesting

True...especially to the extreme differences between the two carriers' numbers.

 

[Wretched Wrench]

Wow! Big difference.

Wish the customers would see this when they choose their airline.

 

[corl737]

Hey, Operaations! I thought the information you provided in the first post of this thread seemed odd. So I went to the BBB's website to see what was up. Alas, I discovered that the information you provided regarding Southwest's BBB report came from the Dallas BBB. The info you gave for American, however, was based on the files of the "DFW Airport" location of AA, and not their headquarters in "Fort Worth." Had you looked under the actual headquarters office you would have received a more revealing report from AA's BBB file:


AMERICAN AIRLINES
4333 AMON CARTER BLV
FORT WORTH, TX 76155

The Bureau received 781 complaints against this company during
it's three year reporting period.

These complaints concerned:
Sales Issues (7)
Advertising Issues (2)
Customer Service Issues (682)
Credit or Billing Issues (31)
Delivery Issues (11)
Refund or Exchange Issues (39)
Product Quality Issues (2)
Contract Issues (4)
Repair or Service Issues (3)

(The list of resovled vs unresolved is lengthy so you can check my information for youself directly from the BBB Company Search Site, http://search.bbb.org/search.html. Just make sure you put in "Fort Worth" as the city.)

 

[AMFAMAN]

Nice spin but the real complaints are normally filed with the DOT which paints a different picture.

Most recent:
http://airconsumer.ost.dot.gov/reports/200...er/0511atcr.pdf

index by year:
http://airconsumer.ost.dot.gov/reports/index.htm

 

[nbmcg01]

Nice spin but the real complaints are normally filed with the DOT which paints a different picture.

Most recent:
http://airconsumer.ost.dot.gov/reports/200...er/0511atcr.pdf

index by year:
http://airconsumer.ost.dot.gov/reports/index.htm

One of the little "side issues" I find interesting with the DOT reporting is that complaints that are filed on American Connection or AE come under the American name. If the customer's perception is that the flight was on American, American gets tagged with the complaint. SW is lucky in the respect that it doesn't have regional "feeds" so there is "less" to complain about..On the other hand, with SW, they are ALL SW's complaints. lol

 

[Ch. 12]

 

[corl737]

Wow! Big difference.

Wish the customers would see this when they choose their airline.

Don't you mean you're GLAD the customers don't see THIS when they choose their airline?

What you saw in the original posting was the lists of complaints filed under AA at the DFW address. The link above is the file for AA using their Fort Worth headquarters address. Sorry to burst the bubble.

--------------------------------------------

Better Business Bureau at Fort Worth
101 Summit Ave., Suite 707
Fort Worth, TX 76102

BBB Reliability Report

AMERICAN AIRLINES
4333 AMON CARTER BLV
FORT WORTH, TX 76155
(817) 963-1234

[...]

The Bureau received 781 complaints against this company during it's three year reporting period.

These complaints concerned:
Sales Issues (7)
Advertising Issues (2)
Customer Service Issues (682)
Credit or Billing Issues (31)
Delivery Issues (11)
Refund or Exchange Issues (39)
Product Quality Issues (2)
Contract Issues (4)
Repair or Service Issues (3)

They were closed as:
Resolved (616)
Unresolved (4)
The company addressed the disputed issues and exhibited a good faith effort to resolve the complaint (155)
No Response from the company (6)

Of the total complaints in 36 months, 336 closed in the last year.

 

[AMFAMAN]

Ouch...that hurt but pretty good for DFW at least. 😛

 

[swflyer]

<_<

 

[corl737]

If you really, really want to spin this, 😀

AA promised to deliver a high quality product and only fell short 700 times in 3 years.

SWA promised nothing and fell short 50 times!

Should I be on the AA PR payroll?

 

[CruelSummer]

It's tough to tell from complaints how service really is...so many people don't speak up about their experiences, whether good or not