Southwest Airlines Community

@mptras the only mention I've seen from Southwest is in one paragraph of this marketing update:   https://www.southwestaircommunity.com/t5/Blog/A-Message-from-our-SVP-and-Chief-Marketing-Officer/ba-p/103995#U103995   Hope this helps! ... View more

@Rhmason74 wrote: @TheMiddleSeat @SWDigits hi to you both! Thanks for replying.    I didn't make clear what I was hoping to do. Part of my confusion was: I booked the roundtrip tickets for myself and my spouse, but I never received a notification that part of the ticket was cancelled.    We didn't want to rebook, and while I haven't found anywhere Southwest is publicly saying you can ask for a refund, I knew about that option.    Since my husband is the one who actually was notified of the flight cancellation, he messaged Southwest on Facebook saying we wanted a refund, and we were told we could be refunded and should expect the refund within 14 days.    Thanks again for your replies!  Great, thanks for circling back, glad the message boards and the community of customers was able to help you! ... View more

@TheMiddleSeat do you know if Southwest is making it clear to passengers that a refund option is available when Southwest cancels the flight?  If they are then I'll link to that information going forward, I just don't know where to find the Southwest reference.   When @Rhmason74 posted the message they indicated that they were posting because the communications from Southwest were not seamless from their perspective so they may not even have known to ask about a refund.  Even if my post doesn't help the original poster the information may help someone else down the road, that is the beauty of the search function of the message boards!   Stay safe everyone!!! ... View more

You probably want to get in touch with the Southwest Vacations team BEFORE your final payment is due to check with them.   I don't know your situation but my *guess* is that the air portion of your package follows the same process as a direct Southwest air purchase but it may be complicated by hotel or other elements of the package.  You really need to contact Southwest Vacations to understand how their terms & conditions apply to your situation. ... View more

@Rhmason74 if the flight was cancelled then you are able to request a refund for everyone on the reservation.   If you want a refund then get in touch with Southwest by Twitter/Facebook private message (reportedly the fastest ways to get a response) or call (contact options in the "Contact Us" link at the bottom of forum pages).  Be sure to tell them you want a refund, even when they offer other options like rebooking.  Be persistent and keep telling them you want a refund.  When Southwest cancels a flight you are entitled to a refund. ... View more

@Jax2020 glad to hear and thank you for returning to share your experience.  It will help others in the forums to know your path to successful refunds! ... View more

@cherylwaag try to get in touch with them on Twitter or Facebook, folks seem to get good results via those channels.  The "Customer Relations" team has a different phone number, see a few posts up in the thread, that is also an option.  I personally would use the Twitter or Facebook options. ... View more

This thread highlights the issue that Southwest communications are not clear and consistent.  It is disappointing, you shouldn't have to be a forum regular to know what resolution options are available. ... View more

@caityspaghetti wrote: Were your fares Wanna Get Away? Same thing happened to me and I'm wondering if they will only offer a credit or if I can get a cash refund. @caityspaghetti if Southwest cancels the flight then you are entitled to a cash refund but they will make you contact them to get it.  Fare type is irrelevant.  Twitter & Facebook reportedly get the fastest response times to make the refund request, click the "Contact Us" link for options and use private messaging before you share any reservation detail.  They will offer you other options but decline and insist on the refund.   If you cancel you won't have the option for the cash refund. ... View more

@bec102896 wrote: I would reach out to customer relations on Monday at 855-234-4654 or you can message Southwest on Twitter or Facebook for a quicker response.    -Blake @barbyez422  the Twitter & Facebook teams are available 24 x 7, that is probably your best bet. ... View more

@dfwskier wrote:   This says the same thing using different words. It was reassuring to see the U.S. DOT affirm their stance given how the German and Canadian regulators punted.  Will be interesting to see how the Germany situation plays out given the EU regulations. ... View more

@rrkman wrote: Glad to see some are having luck with Southwest, I am not.  Just went through a twitter conversation about a flight THEY cancelled and my only option is future credit.  Will try calling early next week but doesn't look good.  Didn't want to bring credit card company into it but might have to.  Not sure how a company can sell you something, not give it to you, then tell you to use the money to but something else because you aren't getting a refund. @NicoleAshley  ... View more

Contact the Customer Relations team by phone, they are not the same as the normal customer service line, their phone number is in this Knowledge Base article:   https://www.southwestaircommunity.com/t5/Knowledge-Base/Submitting-a-Suggestion-and-or-Complaint/ta-p/87244 ... View more

@Valerie87 yours is the first report I've seen stating to expect a 30 day time period, I hope it's not the start of a trend.  If I were in your shoes then I'd get back in touch with Southwest via Twitter or Facebook private message to ask again to make sure the agent wasn't misinformed. ... View more

@mastodonj wrote: This is good info to have *for future reference* BUT it is definitely not a "solution" for those of us who were *required* or otherwise forced to cancel our trips due to the pandemic.  As someone else mentioned, it's like you have to know the tricks of the trade or you're SOL.  Southwest could simply make it crystal clear when you are cancelling a flight that, if you don't want to lose your early bird check-in funds, you should make a reservation for a future trip. Agree 100%. ... View more

@Jax2020 wrote: I booked as round trip - does that mean that I can get a full refund based on just the one flight being canceled right now? @Jax2020 perfect.  I recommend using Twitter or Facebook to send a private message to Southwest to request a full refund for your entire reservation.  Insist on a refund as they cancelled the flight, even if they offer other options.  Another option is to call Customer Relations (not normal customer service) but I prefer to have a record of something in writing. ... View more

You ask a really good question, the only problem os that I am not aware of Southwest providing any updates about the situation. ... View more

@Jax2020 did you book as a round-trip on one reservation number? ... View more

@priv8pilot wrote: At this time with all that is going on I just want to get a refund. Reiterating the thoughts above, you are entitled to a refund as they cancelled your flight.  It is a shame that you had to come here to ask, Southwest should make that clear for all passengers.  ... View more

@SalvatoreR take a look at this article:   https://www.usatoday.com/story/travel/airline-news/2020/04/02/southwest-airlines-early-bird-check-in-fee-refunds-passenger-backlash/5103487002/ ... View more

@Jax2020 you should read this article:   https://www.usatoday.com/story/travel/airline-news/2020/04/02/southwest-airlines-early-bird-check-in-fee-refunds-passenger-backlash/5103487002/ ... View more

@Famdangocruiser if Southwest cancelled your flight then you are entitled to a refund if you request it.  You need to get in touch with their Twitter or Facebook teams, or call Customer Relations (it's a different phone number than the normal customer service number).   See this thread for an example of a successful refund: https://www.southwestaircommunity.com/t5/Travel-Policies/What-Southwest-are-y-all-flying/m-p/104685   There is a different thread where a customer had to contact Southwest multiple times (I can't find that thread now) but was eventually refunded.   Please post when it's resolved for you or if you have any problems. ... View more

@AnyoneButSW wrote: I have called SW 4x and emailed several times, they blank  me at every turn. They have my complaint in triplicate at least. I was polite and respectful then, but now, not so much, this has been a real win win for SW, keep the monies and grab the bailout. Sweet! @AnyoneButSW I don't work for Southwest but I'm active here in the forums.  I am completely serious when I state that what you're going through has me questioning if I should continue to participate in these forums.  I still hold out hope that Southwest will do the right thing for you.   I am here in the forums because I love aviation, like to help folks, and feel like Southwest usually treats folks the right way.  Are you able to let me know, here in the forums or via direct message, if you are able to get refunded?  Believe it or not, how this is resolved for you will impact my future participation here.   Thank you in advance! ... View more

@AnyoneButSW I would try again.  As reported by the original poster they were successful via Twitter.  Note that Twitter reportedly gets the fastest response times.  The customer relations phone number is also listed in this Knowledge Base article:   https://www.southwestaircommunity.com/t5/Knowledge-Base/Submitting-a-Suggestion-and-or-Complaint/ta-p/87244   And if they resist because you were already issued travel funds for the Southwest cancelled flight then I would politely explain the situation, that you were given information that does not seem correct, and firmly ask for the refund in lieu of travel funds.   After they approve the refund I would also mention how many times you've had to contact them and how much of your times it's taken. ... View more

@haveason if Southwest cancels your flight then you should be able to ask for and receive a refund, see this thread:   https://www.southwestaircommunity.com/t5/Travel-Policies/What-Southwest-are-y-all-flying/m-p/104754   If you cancel the flight then they will issue travel funds. ... View more