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Re: Unable to refund even with the Coronavirus

TheMiddleSeat
Top Contributor

@saltmanone

You're welcome to volunteer your time and start replying to as many posts as you would like. No one is stopping you from helping out.

 

The Community is not an official communication channel for Southwest and as such you will not get an official response from Southwest here, thus my reply that a call to the Group Travel number might be the best way to handle this issue. Posting complaints or suggestions in the Community does not generally accomplish anything and responses usually indicate the need to contact Southwest via phone or another channel. 

 

Customers like myself and the other Community Champions volunteer our time and energy to answer questions. As we are not employees we cannot enact or change policies. Additionally, no one is keeping you or anyone else from being an active member of the Community.

 

--TheMiddleSeat

Re: Unable to refund even with the Coronavirus

TheMiddleSeat
Top Contributor

Do I agree that the policy not allowing changes to group travel is correct? No, but that is the current policy and I was passing that information on to you. Again, I suggest you contact the group travel folks to voice your displeasure. 

 

Also, as the questions regarding this policy just in this thread are coming from both a senior citizen group and a school youth group it's pretty obvious there is no age discrimination going on. That's a pretty ridiculous claim.

 

--TheMiddleSeat

Re: Unable to refund even with the Coronavirus

saltmanone
Active Member

   Let me restate my discriminating claim. Whether a senior citizen or a young child ,I think my groups purchase or the children's group purchase is entitled to the same offers given a individual senior or a younger person. Our money has the same value as their money.

   

Re: Unable to refund even with the Coronavirus

chgoflyer
Top Contributor

@saltmanone wrote:

   Let me restate my discriminating claim. Whether a senior citizen or a young child ,I think my groups purchase or the children's group purchase is entitled to the same offers given a individual senior or a younger person. Our money has the same value as their money.

   




 

Making a claim of discrimination really isn't going to help you. You are being treated exactly the same as any other groups customer. Which is, being treated according to the terms of your group's purchase. Which is what you agreed to when you made the purchase. You didn't make a purchase individually, so those terms don't apply.

 

That said, I do feel like this is a very specific situation that may require special accommodations. It remains unclear at this point if Southwest will be making any of those. Your best bet is to continue to follow up with them directly.

 

As a reminder, this is essentially a customer to customer forum, and not an official customer service channel. 

Re: Unable to refund even with the Coronavirus

bec102896
Top Contributor

I’m sorry for your continued disappointment with the group travel policies. As mentioned this is primarily a customer to customer forum so I recommend reaching out to the groups department or you can reach out to customer relations at 855-234-4654 and maybe they can help but they will probably refer you back to the groups department.

 

Why do I (as a customer) think they aren’t letting you out of the group reservation? Because with group travel you get free name changes and a discount on the flights compared to those who book 8 or less online. Also once you make the final payment your locked in to the reservation as is stated in the contract that the group leader received if you cancel you will lose all funds. If you haven’t made the final payment you could cancel but you will lose the non refundable deposit. 

 

-Blake 

Re: Unable to refund even with the Coronavirus

S2bx04
New Arrival

I’m so sorry to hear this! That’s terrible!

Re: Unable to refund even with the Coronavirus

jksobonya
Rising Star

@aespin28 wrote:

I had purchased tickets for my family to come visit me in San Francisco a while back before the outbreak occurred. Southwest is now taking a hard stand on not refunding my tickets. They would only give them back as a credit in the passengers name (which I purchased the tickets with my own card) 


This is standard practice. Southwest does not give refunds on Wanna Get Away fares. If you cancel your flight, you are given the balance as a credit to use within 1 year since the date you purchased the airfare. That's pretty generous considering Southwest does not charge any cancellation fees, like all other airlines do, ironically up until now. The other airlines are enacting no cancellation fees which Southwest has always done. 

 

--Jessica

Re: Unable to refund even with the Coronavirus

MGC
New Arrival

SAME here.   Flying into New Orleans in 10 days.  New Orleans has 6 new cases today, all in the service area.   THEY ARE PUTTING PROFITS BEFORE PEOPLE.

Re: Unable to refund even with the Coronavirus

MonicaSW
New Arrival

Jessica, its good to know that Southwest has a generous cancellation policy. But, this is an economic hardship situation for most of us. For people like us you have contract jobs, no job, no money! We are worried about our future. In this dire circumstances, do you think a travel fund would help?  We expect South West to empathize with his customers and not hide behind policy.

Re: Unable to refund even with the Coronavirus

jksobonya
Rising Star

@MonicaSW wrote:

Jessica, its good to know that Southwest has a generous cancellation policy. But, this is an economic hardship situation for most of us. For people like us you have contract jobs, no job, no money! We are worried about our future. In this dire circumstances, do you think a travel fund would help?  We expect South West to empathize with his customers and not hide behind policy.


Monica - believe me, I know all about contracts! I am a contractor and my current end date at my company is 3/31. I've been told since the start of the contract that it was always likely my contract would be extended (or even better, a permanent position!) but I have yet to receive an update, and I have 2 weeks left. I am trying not to worry too much about it and just let the dominos fall one way or another. Worse case scenario, I'll be unemployed for awhile. I should still be able to collect unemployment while I look for another job 🙂 

 

Regarding Southwest, if they make any updates to any of their policies, I am sure that an announcement will be made. 

 

--Jessica