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Southwest Cancels flight then charges more to rebook

New Arrival

Today I received an email that Southwest cancelled my flights in August. There were no flights coming back from my destination and my dates are not flexible. I found another flight leaving out of a different airport but obviously  the tickets were more money. I waited on hold for 1 1/2 hours before I spoke to somebody. They told me since I am not flying out of the same airport they could not help me. It was not my choice, there were no return flights! So it is costing me over $400 more and their response, sorry...

8 REPLIES 8
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Re: Southwest Cancels flight then charges more to rebook

Rising Star

I would reach out to customer relations at 855-234-4654 or reach out on social media (Facebook or Twitter) maybe they could help. 

 

-Blake 

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Re: Southwest Cancels flight then charges more to rebook

Active Member

I would skip what the other poster said and speak only to their Executive Office in Dallas. If you google their number to SW Executive Office you'll find it. They are open 8am-5pm Central Time. Good Luck

 

Definitely a better shot than regular customer service as they have limited options available while Executive Office can do anything, either cover your flight with the original funds or issue a LUV voucher for the difference.

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Re: Southwest Cancels flight then charges more to rebook

Top Contributor

@Matt4202 wrote:

I would skip what the other poster said and speak only to their Executive Office in Dallas. If you google their number to SW Executive Office you'll find it. They are open 8am-5pm Central Time. Good Luck

 

Definitely a better shot than regular customer service as they have limited options available while Executive Office can do anything, either cover your flight with the original funds or issue a LUV voucher for the difference.


 

I'm not sure what phone number for the "executive office" you mean... but as suggested, Customer Relations (not "regular customer service") is empowered to do anything the situation requires.

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Re: Southwest Cancels flight then charges more to rebook

Rising Star

@Matt4202 wrote:

I would skip what the other poster said and speak only to their Executive Office in Dallas. If you google their number to SW Executive Office you'll find it. They are open 8am-5pm Central Time. Good Luck

 

Definitely a better shot than regular customer service as they have limited options available while Executive Office can do anything, either cover your flight with the original funds or issue a LUV voucher for the difference.


The number I provided is for customer relations which is the department that has the power to issue LUV vouchers, issue refunds, offer gestures of goodwill, or make exceptions. Customer relations is different from the regular customer service number. 

 

-Blake

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Re: Southwest Cancels flight then charges more to rebook

New Arrival

Thank you for the suggestions but it was customers relations that gave the response that I got. Since I can’t change my dates they are turning it around and making it my fault, very poor customer service. 

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Re: Southwest Cancels flight then charges more to rebook

Rising Star

@jeng2251 wrote:

Thank you for the suggestions but it was customers relations that gave the response that I got. Since I can’t change my dates they are turning it around and making it my fault, very poor customer service. 


In that case since Southwest cancelled your flight you should be able to request a refund to your credit card. 

 

-Blake 

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Re: Southwest Cancels flight then charges more to rebook

Top Contributor

You do realize that every airline EXCEPT SOUTHWEST dropped their change/cancel fees.Southwest didn't need to because it never charged he fees.

All airlines EXCEPT SOUTHWEST charge the prevailing rate when one rebooks the same itinerary on different dates. If there is no service offered it cannot do that.

 

Further:

 

Every airline INCLUDING SOUTHWEST charges the prevailing rate when a customer books a new itinerary. That is what you were trying to to.

 

My advice, take the refund and try to find a flight on another carrier.

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Re: Southwest Cancels flight then charges more to rebook

Active Member

Southwest has long had this policy and in some situations it just requires a little looking into.

 

For example - 

 

Say your flight out of SNA (John Wayne Airport) is cancelled and you’re offered to rebook at another airport. Your options are - ONT, LAX, BUR, or LGB. But SAN (San Diego) is left out of the options even though it’s only an hour from SNA.

 

If you’re in such a situation where SAN Airport (an hour away) has a workable flight why not reach out to their Executive Office who does have more power to make things happen than customer relations?

 

Not like you’re asking to be rerouted out of SFO or LAS (Las Vegas). I find it to be an entirely reasonable request considering the distance between airports and that they’d let you go to ONT, LAX, LGB, or BUR free of charge rebooking.