My son, his gf and 3 family members had to cancel their vacation today because SW made a huge mistake by not including them on their initial flight to Cancun when SW changed the flight information. This was discovered by accident when they couldn't check in online the day before departure. Phone agent acknowledged it was a mistake on their part and advised them to go to the airport this morning at 3am to see what could be done. They were there for 5 hours and were offered absolutely nothing other than a refund, which by the way takes 7-10 days, leaving them with no option to rebook with another carrier. These are young people who bought their tickets several months ago. They have planned and saved up for this trip for months. They don't have paid time off so that is another expense. They have prepaid hotel, dog sitting, transportation etc. Why were they not offered compensation since they technically were denied boarding as their seats were sold to someone else, so they could have purchased new tickets with a different carrier?
They were told they could submit a claim but yeah, we all know how that goes. I'm sure they will have lost the money they spent on this trip just to add insult to injury. This is beyond disappointing!
