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Policy Update & Clarification: Extending Travel Credit

Employee
Employee
Blog updated April 4, 2020, at 7:40 pm CT

 

With the ongoing COVID-19 pandemic and its impact on our Customers, our operation, and our Employees, we wanted to update you on decisions regarding extending travel credit for Customers. Please keep in mind this is a rapidly changing and dynamic situation that requires constant assessment and adjustment. The good news is we are making some Customer-friendly changes.

 

With the unprecedented cancellations and airport closings happening every day, we understand travel plans are changing for many Customers. So, we are making a temporary exception to our already very flexible travel funds policy. As you may know, our current policy outlines that nonrefundable tickets not flown on the travel date, but canceled in accordance with Southwest’s No Show Policy, can be applied to future travel up to one year from the original purchase date, but must be used by the individual named on the ticket.

 

In recognition of the current travel environment, we are once again extending the expiration date of some travel funds:

 

  • Customers with travel funds that would have expired or will expire between
    March 1- June 30, 2020, will expire on June 30, 2021.

  • Any travel funds created because a Customer cancels a flight between March 1– June 30, 2020, will expire on June 30, 2021.

We hope this additional policy enhancement provides our Customers with more flexibility and options for future travel planning.

 

It will take our Technology Teams a few weeks to make these changes to the expiration date of the funds, and we appreciate your patience while our Teams work quickly to make this happen. This gives Customers an additional year to use their funds and take the same trip next year as they were planning to take this year. 

 

We hope the above information is helpful in assisting you as we navigate through this unchartered territory.

 

158 Comments
New Arrival

Hey Southwest....you need to start listening to your loyal customers and extend travel funds that will be expiring in the next 6 months or so.  We have no idea how long this mess will continue.  Personally, I am not requesting a refund....I just want more time so that I can take advantage of my funds.  Like others, I booked flights using my travel funds on 2/18 plus paid an additional $500 but my expiration date is still the same.  I should be given more time.  We are all in this together and need to cooperate so that we can survive this awful situation without losing so much money.....we all fly Southwest due to your great pricing and policies.  Most of us are middle class travelers or we would be flying other airlines with first class, other amenities, etc. so please Southwest, re-think your current policies.

New Arrival

I was successful in cancelling my flight to chicago in april and the funds were put in the funds, but was told by phone agent at Southwest that it would take 2 to 3 weeks for the extension of use of funds for the new date of June 30, 2021, because of the need for manual loading of the cancellation date change.  How could they not be able to automate this to reassure an already concerned customer.  Additionally, the policy of not returning the Early Bird seating fees.  How does it cost the airline anything to refund the Early Bird Fee?  How can Southwest not allow that fee to be put in the Travel Fund along with ticket charges.  Southwest should re-look this bad policy now, not after the Virus situation plays out.  The SVP should look at this as it is making all of its best customers unhappy.  I hope others in this comment section agree and voice their concerns also to the SVP of the airline. 

New Arrival

What about those of us that do not typically travel with Southwest (you do not fly where I travel most) and the trip that I had to cancel was an exception. I think those of us that have no plans to use these funds (almost $700) should be considered.

Thank you!

New Arrival

It’s good to hear that Southwest is addressing this pandemic issue. However I do not think they have been clear enough and will not be servicing a good majority of their buyers with the current dates and language. “Flight cancellation” to means that SW cancelled the flight. The CDC was making no travel recommendations several weeks ago. So most ppl followed suit by cancelling spring break plans. Will my flight I should have taken in2 days be cancelled? Maybe. But I made the decision a week ago not to go for my families health and mine. As per usual spring break fares are always high. So I buy right when southwest opens the calendar each year. That was in September. So if I’m reading correctly my Chicago to Arizona $400 ticket funds will expire this September. And SW will earn my free money. As I will not feel comfortable or by able to fly by then. This money should be extended with the June 2021 deadline as well. The current wording only is benefiting those who bought tickets during the time of the health crisis starting and those who waited for flights to be cancelled. Both risky approaches. And not rewarding those who plan ahead. And cancel in advance when given advice from the CDC and government. 

New Arrival

Southwest should honor extensions for all travel effected by Coronavirus to June 2021. I purchased tickets for my family at end of December 2019 for April 2020 travel to Puerto Rico for spring break, and there’s no way in hell I’m risking my family’s lives by traveling right now. There’s no way to know that Coronavirus will end by end of this year, govt estimated it could last up to 18 months! My expiration still says December 2020, and that isn’t good enough. I don’t plan on traveling until this virus is over for safety. PLEASE EXTEND ALL TICKETS TO JUNE 2021. It’s the right thing to do in this history in the making pandemic crisis since polio. 
Do the right thing Southwest!

New Arrival

Thank you what you have done so far. 

 

I hope you will also consider extending travel funds to people who had to cancel their plans because of shutdowns beyond our control. We were traveling for vacation and now everything is closed at our destination. 

New Arrival

I have a LUV voucher that expires 5/10/2020 is this part of the extension till June 2021

New Arrival

I purchased tickets to Phoenix in the beginning of March with the "early bird" option for the first weekend in April.  Because of Covid I had to cancel.  Understand that the cost of the trip went into my and my girlfriend's travel bank for future travel.  BUT the early bird payment of $80 did not.  I've looked all over your site about this issue, and could find nothing.  Does the Covid policy not apply to the funds paid for early bird options?  And if so, how do I apply for the credit?  Thanks.

New Arrival

Zman1, EarlyBird is nonrefundable, even though it is likely an automatic, computerized function that requires no human intervention. 

New Arrival

SWA ought to refund the early bird fees - it’s ridiculous to assume travelers will rebook for a later date given the current situation. I’ll be taking my business elsewhere in the future. 

New Arrival

This policy does not help at all, since our travel funds expire June 1, the day after your last day of May 31st. In January 2020, my husband who is 69 years old used an $87 credit that expired on June 4, 2020 to book a round trip flight to San Francisco for March 18-April 2, that cost $397. So he spent an additional $310 in cash. Now we are told that because he used that voucher as of June 1st (not 4th for some reason, but now it doesn't matter) we stand to lose the entire $397 because it was partially paid with the voucher! The phone rep (whom I spoke with after waiting almost 2 hours on hold) said our only other option is to call before June 1 and then Southwest will take "only" $100 and issue a voucher for the rest. Well, better than nothing, I guess, but really Southwest, do you think it is advisable for a 69 year-old who has been recovering from a chronic cough over the past few months to spend two weeks in San Francisco when the six-county area is in lockdown over COVID-19? Why can't we have an extension on the whole amount until June 2021, too? Or even January 2021!

New Arrival

Early Bird fees are refundable IF Southwest cancels the flight. Here is a link to that page on their site. https://www.southwest.com/html/generated/help/faqs/earlybird_checkin_faq.html

New Arrival

Hello,

 
So, last year a bought a flight so my parents can visit me from Brazil. CNF - MIA - LAS - SLC. The SouthWest flight was the LAS - SLC and the way back SLC - LAS.
 
In the way in on March 10th, the flight they were supposed to be attending was cancelled on the same day, during their flight from MIA - LAS so they didn't know until they landed. And they were supposed to get here at 4:30pm they got here around 8pm.
 
Now they are going back home on the 24th. The flight 2428 is not available since the 10th to be purchased, and it was not because it was over booked.
As I confirmed today on a call, after waiting for over one hour, it was cancelled. And the announcement was just on the 21st.
 
Their flight was 5:15am, since they will leave LAS at noon. We understand the situation right know, people cancelling flights, to avoid contamination with CODVI-19.  The flight being cancelled it was not our choice. They are not from the US and don't have a date to come back here anytime soon. And I bought their flight on November 2019, since to come here from Brazil is expensive and it needs to be buy in advance. And now they only have until Nov 6th to use their credit with you guys.
 
Its unacceptable that the only choice the lady over the phone gave us was to get a credit on their names.
Because this is the option people have everyday, independent of the flight being cancelled by SouthWest or CODVI-19.
 
As the worlds actual situation right now you guys are not being reasonable at all.
 
Remembering, you guys cancelled their flight not the other way around. They wanted to fly with you, but you don't have any flights in that morning,s o they can get there for their other flight.
 
I think the company should be more reasonable with the world whole situation. I'm really unhappy with SouthWest right now.
 

Thank you for your time,

New Arrival

Yes, I know. So I’ll now wait to see if the flight will be canceled since I will not be traveling in the next couple of months. If not, I will book a fake flight the day before my flight is supposed to leave. Total waste of time. 

Active Member

R. Green, SVP & CMO.  

 

Before I retired as a VP of a Fortune 500 company I made it a practice to respond directly to a customers inquiry directed to me when the news was not resolving their issue satisfactorily.

I would allow another department or employee to respond to the customer only if the new was going to be favorable for the customer.

 

That is leadership and courage.

 

I received an email response from K. Roberts responding to the email that I sent you.

 

Her response did not resolve my issue however she state she closed the issue on your behalf.

 

Apparently that is your leadership style.

 

I still have a few questions that I would like answered.

 

How many of these travel fund credits will go unused as the customer will die or be too ill to use?

How much will the profit be from each and every sickness and death with an unused credit?

Why are your hiding behind policies and why does SW not have the humanity to make needed changes in these unprecedented times?

Why is SW looking for Fed Gov. bailout $ while still profiting from the unused $$ from their customers that will experience death, sickness and despair?

 

Those are some the questions that your marketing and customer relations department will need to work on for the coming years.

 

I also have a travel credit that I want refunded to me.

 

My time will be spent gaining as much publicity for the above questions. It is unfortunate that I purchased my tickets from SW as SW has worked so hard for so long to build a brand to invoke LUV with customers.

Once you bring emotion into the component you must remember that LUV and Hate are so closely tied and it only takes 1 bad policy or decision to ruin all that good work.

 

You set your customers expectations high and now you are falling short.  Customers have come to expect poor customer service from most other airlines, (except Delta). Your current travel refund policy in this unprecedented time (while maybe better than others in the industry) is not garnering that LUV you strive for and that is what you will be remembered for in the future. NO LUVing when LUV is most needed.

 

I know that a company can not satisfy everyone and if this were just a "me issue" caused by my circumstances I would not be so persistent and expect SW to change their refund policy or make an exception. This is more than a "just me" and from what I read on many petitions and message boards, this is a much larger issue, effecting thousands of customers. 

 

My goal will be to find those once happy customers who now dislike your brand and band them together to take any action necessary to expose your brands profit on the unused credits resulting from sickness, death and despair and to work on a course of action to obtain refunds in lieu of credits for all customers who request them due to this unforeseen pandemic.

 

I am sure that the costs in $, time, labor, disclosure and lost future income will far exceed the $ lost if SW were to issue refunds on an exception basis requests.

 

1st offer credits, 2nd exception offer refunds. Not everyone will need or want a refund.

 

In fact if SW did the refunds they would not lose $ as many customers would use SW to fly again with SW when times are better. I read so many comments on your boards of those who now pledge to use their credits but will never fly SW again.

 

Time is running short for you to have the courage and stand up and make a decision that the industry will be forced to admire and follow.

 

New Arrival

I have over $200 in travel funds and my husband has over $600 in travel funds that are due to expire in mid July. The chances of us being able to schedule travel before this date are impossible.  Even should this crisis improve within the next few months, many will be trying to just get back on their feet. Southwest should extend all Travel Funds for another year and not just pick and chose those that expire within the next few months.  Do you remember when Southwest promoted themselves the airline with "LOVE"?  Do the right thing Southwest- extend all Travel Funds for another year!  Your customers will return again with the same "LOVE"!!

New Arrival

we always have a good experience with SW when we fly but to be told I can’t get a refund for my flight that I had to cancel due to the CV outbreak which isn’t my fault is beyond disappointing. A flight credit isn’t going to help during a time most of us Americans need to be able to feed our kids pay our mortgage.

New Arrival

we always have a good experience with SW when we fly but to be told I can’t get a refund for my flight that I had to cancel due to the CV outbreak which isn’t my fault is beyond disappointing. A flight credit isn’t going to help during a time most of us Americans need to be able to feed our kids pay our mortgage.

New Arrival

I’m beyond disappointed in Southwest. I finally got through to someone today (after 3 unanswered emails) to discuss whether my travel funds meet the extension criteria. They expire September 29th because I booked my trip very early, even though my travel was cancelled March 12th, after my conference was cancelled and since then, my hotel has closed and the governor of HI is requiring everyone to self quarantine for two weeks upon arrival. What looked like a reassuring decision regarding deadlines for unused Travel Funds turned out to be anything but. None of the extension applies to me and I am expected to book and complete travel by September 29th. Hard to even comprehend or think about since there is no place I can fly to based on current projections. It’s time for Southwest to extend all Travel Funds until June 2021 to allow their patrons just a little peace of mind. Are you listening, Southwest? I pray so.

New Arrival

Hi, here is my problem.  I have funds expiring in June-2020.  I scheduled one trip for March which had to be canceled and one trip for April which will need to be canceled.  There is no way that I can reschedule these trips before they expire in June.  Can I get another 90 days to give me time to fit them in?

Thanks,

Dan

New Arrival

Hi, here is my problem.  I have funds expiring in June.... (sorry didn't mean to post this twice)

Thanks,

Dan

New Arrival

Dan, 

Based on my conversation yesterday with Southwest, it depends on when you booked those flights and if you were using existing travel funds. It is unclear whether the “cancellation” of flights in March, April and May are cancelled by SW or you. If they cancelled flights, and you weren’t using existing Travel Funds, you get the extension. If you cancelled because of travel restrictions and recommendations to stay home-and in my case, the conference was cancelled,    and your funds expire in June, the answer is no, you don’t not get an extension. Pretty small window to plan for it execute travel. My hope is that some of these “loopholes” are closed. We had travel booked on United several weeks after my SW flight. When you look up our reservation on United, the header reads “ a travel waiver is in effect for your reservation” and under travel waiver it directs you that you have one year from reservation to reschedule flight with no additional fees or restrictions. Southwest decision makers need to take note and follow suit.

Active Member

I think anyone who booked to travel in March 2020 - June 2020 should be given the extended travel funds for June 2021.  REGARDLESS of the date you "made" the reservation and booked the flight-IT'S YOUR FLIGHT DATE THAT MATTERS! 

 

I booked a vacation package and paid in full.  DO NOT PAY IN FULL OR BOOK ON SW VACATIONS! 

Southwest uses  third party for hotel bookings

 

I am fighting hard to get my $633.08 back from the third party company for an unused hotel (which hotel never really charged my card) But APPLE LEISURE GROUP/ SOUTHWEST VACATIONS did.   

I have written, called, left messages, posted on Twitter, Instagram , Facebook and SW blogs. Still no response. I even wrote letters to corporate headquarters to CEO & VP's of both companies. I am out $633.08 ! No one cares. 

My husband has auto immune disease, cancer and our daughter is in front lines as a doctor. Advise by several medical professionals he should not travel. 

 

Southwest has always been our go to airlines and we are very upset that they have not addressed our concerns or issues. 

New Arrival

I completely agree! Those of us who are outside the caveats of Southwest’s updated cancellation policy need a united voice AND to reach the executive leadership that is making these decisions. They are disregarding the pleas of their most loyal customers and the bread and butter of their business plan. I pray that all of our situations are addressed, our financial losses rectified, and our confidence in Southwest restored. Are you listening, Southwest? And do you care? 

Active Member

If we send an influx of letters to VP and CEO's maybe they will listen. If you have a LinkedIn account do the same. Post on social media, call your television stations and write to major networks on this. 

If they get enough calls letters or emails-maybe they will air a story about Southwest. 

Most of us are asking for a longer extension because we will use it, But some of us truly need the money now. 

 

We are all in this together was SW customers and need to band together to make something happen NOW!!! . 

They get the bail out, but keep our money anyway. Then they will raise all airfares so you will have to pay more. 

Once this is over, I am never flying Southwest Airlines again if they do not fix this 

There are other choices and all other airlines have been stepping up to the plate to help - but southwest has fallen to the bottom of the barrel and needs to step up to be back on top-or else they WILL be no more. 

 

Active Member

Southwest DOES NOT CARE ABOUT THEIR CUSTOMERS. Read all the posts where SW is more concerned with the details of their policies than taking care of their customers and doing the right thing. SW does not even trust their employees in management positions to make exception decisions that are good business and right for the customers. Shame on SW, Once you use you credit never use SW again. Who will find a class action atty. to fight for all those unhappy customers who do not need a fly again credit and instead need their money back now to live. SW is showing their true luv for money and not for people. 

New Arrival

I canceled my flight for March 30 and April 7 due to COVID pandemic . I  received travel funds for $291.96 each for myself and my wife. NO REFUND OF $100 for EARLYBIRD. Also I was told the funds must be used by September 19, 2020. We have rebooked our condo for March 20 to 27 2021 so refund is not going to work for us. please consider moving our expiration date to April 1 2021

New Arrival

Bob, I just talked to someone today (3/24) in reservations and cancellations who said there were more revisions to the extension policy on 3/23 and if you cancelled between March 1 and May 31, 2020, you will have until June 2021 to use your Travel Funds.

New Arrival

Excellent news and right thing to do, SWA!   Is Senior Leadership considering extending A-List Preferred status from 12/31/2020 into 2021, given the fact that it's now way more challenging to squeeze in 50 one-way flights?  Major cities are on lock-down for the foreseeable next 30-45 days.  Please escalate this request.  

New Arrival

What you have done so far is a great thing for many customers. I hope you continue to extend this policy of travel refund extensions for all until June 2021. You can believe we will ALL be jumping at the chance to get on one of your planes again ASAP. My own travel funds of around $1,000 expire July 1 and 2 and my husband's are less but similar. 

Please extend the policy to all travel for now and give us some freedom of worry that after all we are all going through, that we will not in addition lose travel funds and ability to fly once this is over.

Please.

 

Active Member

I have not seen this updated on the Southwest Airline website. This is good news if it is true. 

New Arrival

Looking to confirm what someone was told above, I found this: https://www.usatoday.com/story/travel/airline-news/2020/03/24/coronavirus-how-cancel-change-flight-a... Of course this is not official, but it does say that it will take Southwest a while to update their site. Still, the policy page itself should be updated, just so people know what's coming. Actually, it would be SO easy for them to put an announcement link right on the home page - "Travel funds expiration extended" - otherwise it's like a drop-dead memo - they did something but you won't know unless you have been following this thread or you log in and check your travel funds. BTW, my search terms on google were "southwest travel funds expiration".

New Arrival

While SWA has made several concessions (for which a golf clap is warranted), it is despicable that SWA refuses to credit Early Bird Checkin fees paid. We are under a mandated Shelter In Place indefinitely, so we were required to cancel our upcoming flights 10 days from now. We had paid $150 for 3 people RT for Early Bird Check In. Southwest calls EBCI a "perk" that is non-refundable, even if the flight is cancelled. What perk??

 

Nowhere on the website does it indicate that Early Bird Check In should be non-refundable, nor should SWA feel they are doing the right thing for their customers by keeping that un-earned money.

 

Shame on SWA! 

New Arrival

If you call a SW agent can they tell you which of your travel funds WILL be extended and which WILL NOT be extended. The new extension policy is a bit hard to understand and I want to clarify mine because I have over $1,000 worth expiring July 1 or 2. Anyone know?

New Arrival

If I cancel my April flight what happens to my funds which expire 9/27. My cruise was canceled. I will probably not be able to travel before they expire.

New Arrival

I called the Southwest Corporate offices for clarification and I was told that if the Travel Funds are created during March 1 - May 31, 2020 by a flight cancellation by Southwest or by the customer, then the expiration extension date will apply and be June 30, 2021.

 

BASED UPON THIS STATEMENT...

If you cancel your flight by MAY 31st, 2020, then your TRAVEL FUNDS will be good until 30 JUNE 2021.

New Arrival

I rebooked a with a travel fund that was going to expire on June 4th 2020.  I had to add more money to the trip and it was cancelled.  They applied all the money back on a voucher that was going to expire June 4th 2020.  Even the new money!  NOT FAIR at all.  All cancelled trip due to the virus should have their travel funds extended.  Not ones just purchased.  

New Arrival

I am scheduled to travel from BDL to MCO on 4/7/20-4/14/20 to visit a family member. My husband,daughter and myself received an email from Southwest stating it is in our best interest to reschedule because we are to be quarantined upon arrival. This trip was booked during my daughter's April vacation and I booked it way back in December after Christmas. When I went to re-book it stated I will have to pay extra because it is beyond the 60 days? We only want to go in June after she is out of school if she even returns. If she does go back to school after all she's missed I can not pull her out early. Is there anything that can be done? Even an extra couple of weeks extension would make a huge difference. I don't know what to do and now is not a time I can pay extra for anything. What can be done? Thank you!

New Arrival

Chrissy, that's so ridiculous. They still want you to fly even though they cannot know when it will be safe to do so. 

 

Since I do not have confidence that SWA monitors this thread, I suggest that anyone who posts here should also communicate directly to SWA using the email address or snail mail address here. https://www.southwest.com/contact-us/contact-us.html

 

In addition, Elliott Advocacy provides contact information for company executives; here is their page for Southwest https://www.elliott.org/company-contacts/southwest-airlines-co/. Be sure to review their recommendations for contacting company executives - escalate, don't inundate. I had good results with contacting Toyota directly for an issue I was having. Keep a copy of anything you post here, as well as a log of who you contacted and when and whatever you send or receive. Someone on this thread suggested that someone should start a class-action suit, so in that event, you would want to have all of this documentation. 

New Arrival

Excellent point. I did speak to someone via DM on Twitter. This was the response I have deleted names of my family members and confirmation # for privacy:

 
Good Morning. I had tweeted this morning and was asked to send a DM to you guys. I know you are being bombarded currently but I have a question. I am currently schedule to leave 4/7-4/14 from BDL to MCO. Myself, Fiance and our daughter Lilliana have tickets for this trip. My father lives there and was going to pick us up from the airport and we would be staying with him. Due to the fact that we are to be quarantined right when we arrive and it is possible we would not even be able to be picked up by my father I am sure the best thing would be to reschedule. Unfortunately this trip was booked on my daughter's April vacation so 60 days would leave her still in school if she even goes back at this point. We still want to go in June but the 60 days leaves us only to the first week. We will still be traveling from BDL-MCO and would like the same time of day in flights if possible. We may stay a few days longer because we will be able to. Can I have an extension of some sort? Our confirmation is ****. Even if it is 30 days so we can make sure Lilli is out of school. She has already missed so much of it I can't take her out early. Thank you for your help with this matter. Southwest has always been such a great airline and I appreciate you.
Seen
Best,
Christina ***
8:09 AM
Good morning, Christina! I'm so sorry to learn you, **, and ** won't be traveling with us next month. As long as you cancel your reservation at least 10 minutes prior to departure, each of you will have travel credits available to use until January 2, 2021. Currently, we are making a temporary exception to our ticketing policy. Our Technology Team is changing the expiration date on all credits created from March 1 - May 30, 2020 to now expire on June 30, 2021. Hopefully this will give you guys a little more time to use your credits! We would love to have all three of you onboard soon. -Kolby
 
8:23 AM
I got such a good deal on these flights I am devastated. I can not have an extension of a couple of weeks without paying extra? We are looking to leave the week of 6/15 it's just days away from the 60 day cut off. So I have to cancel entirely and rebook? Thank you
 
8:32 AM
We would be leaving and planned on still going until we were told that there's US Marshalls not letting people get picked up by family members. We are from CT so they are stopping NJ,NY and CT.
 
8:34 AM
As of right now, we have the one exception I just informed you about in place. At this time, we are unable to make an exception to our exception. I would encourage you to try to use your credits before June 30, 2021. -Kolby
 
8:39 AM
Okay we will figure it out. Thank you for your time.
 
 
 
8:51 AM
You're welcome, Christina! I hope you have a great day. -Kolby
 
 
 


 
 
Active Member

But what do we do if we are not getting our money back for unstayed hotel when booked on SW Vacations? They keep referring me to a third party Apple Leisure Group. I have tweeted SW and they will not help me. I have called and written Apple leisure group and they are not doing anything! 

I just wrote the New York Times hoping they will write an article 

New Arrival

Chrissy, thank you for posting your conversation. Your info is consistent with FreqSWAflier posted farther above, so this is helpful: 

-----

I called the Southwest Corporate offices for clarification and I was told that if the Travel Funds are created during March 1 - May 31, 2020 by a flight cancellation by Southwest or by the customer, then the expiration extension date will apply and be June 30, 2021.

 

BASED UPON THIS STATEMENT...

If you cancel your flight by MAY 31st, 2020, then your TRAVEL FUNDS will be good until 30 JUNE 2021.

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

 At least that's something but still, they have a crystal ball saying that date is safe? They have to address appropriation of EarlyBird funds and issues with SWTravel. People have to keep hammering at them. I will truly believe it when I see the date on my travel funds change. I'm over 70 and had to cancel on the 15th rather than risk my life; the shutdown of my destination city was announced the day of my flight.  

New Arrival

Thank you, thank you, thank you!  This means so much to our family who had to cancel their Spring Break trip.  Now they can take it next year!!

New Arrival

I was told the same this morning.

New Arrival

Southwest should extend travel credits that are due to expire through August 2020 or even through December 2020 to June 2021 or beyond.  This would allow families to to stay safe and healthy when making future vacation plans knowing their funds will not be forfeited.  

Active Member

This does not apply to the Vacation packages for hotels . They go through a third party and keep on getting transferred and run around. If they want to give me the $633.08 in hotel credit I will take it too since I will use it-but that is not going to happen with third party. Southwest Airlines basically wipes their hands of the hotel issues-They do not care about this part. 

New Arrival

I purchased tickets for four of my friends on MY credit card for the Indy 500.  The race date has been changed and my friends can no longer attend the race.  I need the refund o MY credit card, ie. NOT in the form of flight funds for my friends.  We do this every year, and it has never been a problem - until the Coronavirus hit.

 

  Is there an exception to the cancellation policy at this time?  I really need the refund on my credit card.  OR, at the very least, I need the flight funds to put into the credit card user’s name.  

 

I hope you can help with this - never though this would happen.

 

thanks

New Arrival

What a joke!! Screw Swa and all you idiots who think this is a good thing. They are robbing people and calling it policy. I would never fly with swa again. Now I have credits for an airline I loath

Active Member

@joosht I agree. I've been arguing with SWA since March 12th! They have not been helpful and I am out $633.08. Getting run around 

New Arrival

I had a business trip for a colleague and myself canceled.  I had booked the flight since my colleague doesn't fly that often.

Southwest promptly issued travel credits, however, the credits were issued to each passenger (myself and my colleague) even though I paid for both tickets.  I'm told my colleague cannot transfer the travel funds to me, nor can he book a flight in my name.

So, I'm out the $362 cost of the ticket. 

Have reached out to Southwest on the phone, basically told -- too bad, so sad.  

All I want are those the travel funds THAT I PAID FOR issued to me and not my colleague.