Unable to refund even with the Coronavirus

[Jiggy]

We have a  youth group going to NY. I agree with Southwest that they are safe from the virus. However, we are not safe from NY (who currently is under a State of Emergency) deciding to quarantine certain areas or possibly closing airports and having our children stranded there for up to 14 days. We are a lower income group in Mississippi and air travel in the next 10 months for these kids with a voucher is very unlikely. Also, they did fundraisers to pay for the tickets. Morally it feels wrong to raise funds for an organization and use for personal use. I know this isn't Southwest's problem but this is a situation to break policy.

[saltmanone]

I assume your purchase was a group one. I agree with you ,one hundred percent.. I have kind of the same situation. Although we are not kids. We are senior citizens and purchased as group. I feel we are being discriminated against due to  our age. Please see my blog under travel policies.

                                                              Saltmanone              

[jackbtxlbk]

While Congress is planning to bail out the airline industry during this crisis, what are you planning to do to help us, your loyal customers? 

[tommer78]

I am not understanding the replys in this chain given the federal mandate below....4/3/20 USDOT order requiring refunds NOT travel vouchers. Does not specifically list SWA and their "Wanna get away" fares as an exception for all airlines!

https://www.transportation.gov/briefing-room/us-department-transportation-issues-enforcement-notice-...

[chgoflyer]

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@tommer78 wrote:

I am not understanding the replys in this chain given the federal mandate below....4/3/20 USDOT order requiring refunds NOT travel vouchers. Does not specifically list SWA and their "Wanna get away" fares as an exception for all airlines!

https://www.transportation.gov/briefing-room/us-department-transportation-issues-enforcement-notice-...

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The DOT guidance only applies when the airline cancels the flight, not if the customer does.

Most of the comments in this thread are applicable to that situation. Also note that most were written days or weeks ago and this is a fast changing situation, so it's always best to seek the newest information.

[sammibammy]

I didn't know there was going to be an option to get a refund and my event I was travelling for was cancelled. So I cancelled my trip. I spent over $2000. It's not fair that now because I cancelled and not Southwest I'm ineligible for a possible refund.  We are facing uncertain times and having that money in travel funds is really difficult when you need cash to buy groceries etc. Southwest please consider this and not make this change people's minds about you as a caring organization. 

[Mhansell]

Same issue here... Template response!

Dear Michael,

We received your most recent email about your travel funds, and I am happy to reply to your concerns again.

I am disheartened to read your continued frustration in the matter. While I certainly recognize that these are challenging and unprecedented times for everyone, it remains true that we are unable to honor requests for refunds of non-refundable tickets when a Customer cancels their reservation. As mentioned in our response to your letter, given the current situation, we are making an exception to extend the validity of Customer’s travel funds in order to provide our Customers with additional flexibility. As such, your funds will now expire on September 7, 2022. 

Though I recognize this is not the resolution you are seeking, we hope that you will take advantage of this additional time to use your funds toward future travel, whether it be next month or in two years. We hope you will continue to give us the privilege of seeing you and Dina onboard.

Sincerely,
Sarah Schultz
Southwest Airlines

[anas1966]

SARAH

I UNDERSAND YOU ARE WITH SOUTHWEST. MY FUNDS EXPIRE ON OCT 6 , 2020. I DIDNT ASK FOR REFUND, I ONLY ASK FOR EXTNEDING THE FUND VALIDITY , WHICH IS THE LEAST DECENT THING SOUTWEST CAN DO IN THIS YEAR. I HAD FUNDS THAT WERE SUPPOSED TO BE VALID FOR 12 MONTHS, WELL SO FAR MORE THAN 6 MONTHS WERE UNUSABLE AND STILL. MY REQUEST WAS REJECTED PER SOUTWEST REDICUOLOUS UNFRIENDLY POLICY. NOT OTHER AIRLINE IS DOING WHAT SOUTHWEST IS, HAD SIMILAR ISSUES WITH SPIRIT AND UNITED AND BOTH WERE MCUCH, MUCH MORE COOPERATIVE, FAIR AND DECENT IN THEIR HANDKING. SHAME ON YOU SOUTHWEST

[dfwskier · Accepted solution]

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@anas1966 wrote:

SARAH

I UNDERSAND YOU ARE WITH SOUTHWEST. MY FUNDS EXPIRE ON OCT 6 , 2020. I DIDNT ASK FOR REFUND, I ONLY ASK FOR EXTNEDING THE FUND VALIDITY , WHICH IS THE LEAST DECENT THING SOUTWEST CAN DO IN THIS YEAR. I HAD FUNDS THAT WERE SUPPOSED TO BE VALID FOR 12 MONTHS, WELL SO FAR MORE THAN 6 MONTHS WERE UNUSABLE AND STILL. MY REQUEST WAS REJECTED PER SOUTWEST REDICUOLOUS UNFRIENDLY POLICY. NOT OTHER AIRLINE IS DOING WHAT SOUTHWEST IS, HAD SIMILAR ISSUES WITH SPIRIT AND UNITED AND BOTH WERE MCUCH, MUCH MORE COOPERATIVE, FAIR AND DECENT IN THEIR HANDKING. SHAME ON YOU SOUTHWEST

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Southwest allowed every ticket holder the ability to extend travel funds thru 9/7/22, which is better than every other airline n the country. That ability expired on 9/7/20. I guess you never heard about it.

The best you can do now is to contact customer relations and plead your case.

https://community.southwest.com/t5/Knowledge-Base/Contact-Customer-Relations/ta-p/108355

Good luck

[anas1966]

1. its clear that 1000s didnt hear about this offer by southwest.

2. its not true that they allowed every ticket holder the chance to extend, it was limited to funds that were expiring between March and June as i recall reading after the fact, and there was a trick to get it extended by buying a and canceling, which wasnt clear at all.

so please dont patronize me, `SOUTHWEST CAME OUT THE WORST IN HANDLING SUCH MATTER. EVEN SPIRIT WERE MUCH MORE COOPERATIVE AND REASONABLE. NOT ONLY THEY EXTENDED MY CREDIT, THEY ADDED A $50 VOUCHER ON TOP OF IT. SO YES SHAME ON YOU SOUTHWEST AGAIN.