Southwest Airlines Community

@51imjdm wrote: Has anyone had points go missing or misused from their reward account?   I am sorry to hear this! It's possible the Representative did not understand your concern. See if this article might help for your situation: Suspect there is unauthorized activity in your Rapid Rewards account?    I regret that you will need to reach back out to Customer Relations, but there is an investigatory process in the event someone gained access to your account.    ... View more

Hi @SWFlyer007, these points do not count toward tier status or Companion Pass.  ... View more

Hi @eddiesr43, I am sincerely sorry to hear that our rescheduling negatively impacted your travel plans and particularly disheartened that we missed an opportunity to provide you with the Customer Service for which we are best known. Please know that this is a public, customer to customer support forum, so we are not equipped to assist you here, and I have removed the personal contact information you published in your post. Customer Relations is the highest point of Customer escalation, so you will need to reach back out, and I apologize for any frustration.   Contact Customer Relations    ... View more

@AConley98 wrote: I have had an error code when trying to view a non-rev reservation (ultimately to view the standby list) that I created via MyIDTravel. The error code that comes up is 400520313, which says to call SWA or go to southwest.com to manage this reservation. I am using the Southwest mobile app on an iPhone, and have location services enabled.  Hi @AConley98. According to our Mobile Team, that error code is returned for any type of PNR that we don’t allow customers to make changes to.  Mostly it is used for Group PNRs, but it can other PNR types like MyIDTravel. In order to be able to view the standby list, your Rapid Rewards number needs to be included on the listing.        ... View more

Thanks for reaching out, @Steve1822.   Prior to the COVID-19 pandemic, Southwest Airlines already followed the industry’s best practices for maintaining quality cabin air. Southwest’s Boeing 737s are equipped with HEPA filters that filter cabin air, and the on-board system effectively introduces fresh air into the cabin every few minutes. The HEPA air filters also remove 99.97% of airborne particles—similar to technology found in hospitals. Additionally, it is Southwest’s policy to operate with the cabin and flight deck air recirculation fans turned on at all times – both on the ground and during flight—which directs air through the HEPA filtration system and provides the greatest flow rate.     ... View more

@brittanyamanda1 wrote: Hello,   I am getting the same error message on my first time trying to change my flights to a different airport. Help?   Brittany @brittanyamanda1    We're sorry for the technical issues you encountered while changing your flight, Brittany. As the Community is primarily a peer-to-peer support forum, we aren't equipped to assist you here, but we encourage you to contact a Customer Service channel via any of the options here.    Thank you!   ... View more

@yayaju wrote: Had a similar experience .  The attendants do ask anyone to wear a mask on board.  They are not kept from boarding without a mask.  And if another passenger does not feel safe sitting next to a person that boarded after they themselves did.  they are told to move not the person not wearing a mask.  They cannot advertise that masks are required to be boarded and for duration of flight and then not enforce it.  folks are permitted also to use excuse of eating and drinking during entire flight .   We truly regret if you were left feeling unsettled after traveling with us, @yayaju. All Customers are required to wear a face covering but there are some exemptions to this policy. As a peer-to-peer support forum, we are not equipped to assist you here, but we encourage you to Contact Customer Relations so we can follow-up with the Crew internally.  Thank you,   ... View more

We truly regret if you were left feeling unsettled after traveling with us, @lr101010. All Customers are required to wear a face covering but there are some exemptions to this policy. Additionally, all Employees should be wearing masks properly.   As a peer-to-peer support forum, we are not equipped to assist you here, but we encourage you to Contact Customer Relations so we can follow-up with the Crew internally.    Thank you,   ... View more

@SWFlyer007 wrote: That is disturbing to me, and the fact that this forum has multiple SW employee's here to view and answer questions.  Is it the fact you're correct why none of them are responding?????  SW, you're better than that!!   Now, I actually thought I was answering a person who had vented about the lack of people being addressed about no masks?   Hello @SWFlyer, I'm so sorry for the continued disappointment, and I regret missing the opportunity to provide you with additional insight when I responded to your concerns here.    Safety is our top priority at all times, and all Passengers are required to wear a face covering (w/ some exemptions). Employees are directed on how to enforce this policy. If Customers have any concerns regarding compliance with this mask policy during their flight, we strongly urge them to address it with the Flight Crew. If for any reason Customers do not feel comfortable reaching out to a Crew Member during their flight, they should Contact Customer Relations after traveling so we can follow-up internally with the Employees.    It's also important to explain that Employees on The Southwest Community here that you mentioned including Community Managers, Moderators, Blog Authors, and Subject Matter Experts, may be able to help out when assistance is requested, but please keep in mind that the Southwest Community is first and foremost a peer-to-peer community, not a direct customer support channel. If you need direct customer support, please reference Southwest.com/contact-us for available options.   Thank you,     ... View more

@Bobbidoll wrote: Covid-19 is not something my husband and I chose.  If we had known that we would be in this situation and that you had no heart, we would have chosen a higher fair.  We are receiving our monies back from a cruise we paid $3800+ for and insurance on that trip of $465+ but you cant refund $673.92.  There were no questions asked when we asked for these monies back.  On top of that you said if we don't use our monies by 03/05/21, we will loose those monies.  Covid is still on the rampage.  Our trip was scheduled for June 2020 and you are only giving us nine(9)months to take a trip.  You tell us "Thank you for your patience and understanding", where is your patience and understanding.  My husband and I are in our seventies(70)with underlying conditions and have no desires to be cooped up in a plan with people who may have you know what.  Sad, Sad, SAD!!! I am so sorry for the disappointment that your funds are not eligible to be refunded, @Bobbidoll, and we understand your concern with traveling. Depending on when you booked, you may have travel funds until 2022. If you are not able to travel by then, you will soon have the option to convert the travel funds to Rapid Rewards points, which can be used to book travel for anyone. As a peer-to-peer support forum, we will not be able to assist with this here, but we encourage you to Contact Customer Relations for questions regarding your specific travel funds. Thank you.   ... View more

@SWFlyer007 wrote:  But I hear what you're saying and am waiting on the many S.W. employee's who read these posts to respond.  Safety is our top priority at all times, and all Passengers are required to wear a face covering (w/ some exemptions). Employees are directed on how to enforce this policy, and if Customers are not comfortable addressing their concerns with Crew Members during their flights, we encourage them to Contact Customer Relations so we can follow-up internally with the Employees. Thank you.   ... View more

@tlvann2020 wrote: I contacted Customer Relations and received ZERO satisfaction.  The representative was a robot and just kept repeating that the early bird fee is non-refundable.   These are unusual times.  I cancelled my reservation strictly because of COVID-19.  My hotel reservations were cancelled by the hotels.  My cousin would be flying in from Germany and that is NOT allowed.  I had no choice but to cancel the airline reservation.  I did not know the early bird fee was not refundable.  I WILL NEVER BOOK THAT AGAIN.  Southwest is a $20 billion dollar company and they will not refund a $25 early bird fee.  Know wonder this country is outraged over the greedy corporate America.  Southwest customer service is unsatisfactory and downright insulting.  SURE WISH I WOULD HAVE BOOKED WITH DELTA!! I'm so sorry to hear this. While EarlyBird is nonrefundable, Customer Relations is able to assist some Customers with reservations taking place between March 1, 2020 and September 7, 2020. As a peer-to-peer support forum, I am not equipped to look at your reservation, but I encourage you to Contact Customer Relations  if the timeframe applies to you. Apologies again if this would be your second time reaching out. Thank you.   ... View more

We're deeply sorry to hear this, @Krivo12000. Demonstrating a biased, hurtful attitude is not condoned at Southwest Airlines. Discrimination and racism for any reason are wrong. As a peer-to-peer support forum, we are not equipped to assist you here, but we encourage you to reach out via any of the options in the link below.   Submitting a Suggestion and/or Complaint    ... View more

@Linda52 wrote: Thank you for your help.  I just now posted on SW Facebook page.  I am new to this site and am not sure why it is noted that my issue has been solved.  The issue is not solved.  Hopefully, it will be soon!   Hi @Linda52. Apologies for any confusion! This discussion forum is a Customer to Customer support forum and not an avenue for Southwest Customer Service. The best solution here for your specific situation is to contact Customer Relations since that Department  alone has access to the internal systems that secure reservations, Rapid Reward Points, and travel funds.    Conversely, this Community discussion forum is a great place for Customers to share their thoughts, experiences, and to discuss policies.      ... View more

@shemont wrote: Wondering if they are doing cleaning with the layover,and would have to get off the plane during the layover due to Covid?  Do they allow the people that were originally on the plane get back on board before the other people that are boarding in Austin? Hi @shemont!  We have employed enhanced cleaning during every turn with our Ramp and Provisioning Employees. Through Passengers can request that their seating area be cleaned and can choose whether to move to another seat or stand in the aisle while cleaning is taking place.   Thanks for your question!     ... View more