Southwest Airlines Community

Hey @Matt4202 and @SWFlyer007! Bonus points are in addition to the standard flight points earned through Rapid Rewards and will not count toward A-List, A-List Preferred, or Companion Pass qualification. Thanks! ... View more

Welcome to The Southwest Community, @Dashgupta. We welcome all Community Members to engage with the content we find here as long as it is constructive, respectful, and on-topic. Users who repeatedly violate these Community User Guidelines will be banned. As a new member, we encourage you to view the Community User Guidelines here.    It's important to note that this forum is a space for Customers to help one another. It is not an outlet for Customer Service as we do not have access to the tools or systems required to assist Customers with their tickets here. We understand that everyone has a unique situation, and our Hearts go out to all Customers impacted by COVID-19. We encourage those impacted to follow-up with our Customer Relations Department to receive the help they need.      ... View more

Sorry for the frustration, @Disney674. Typically it's much faster to reach Customer Relations via Facebook or Twitter DM, @SouthwestAir. Thanks! ... View more

Sorry for the frustration, @Visitor200!. The number to reach More Rewards regarding your gift cards is 1-800-833-4861 (option 1). You can currently reach them Monday-Friday from 8:00 a.m. to 4:30 p.m. CST. Thank you. ... 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. Hi @rrkman, If Southwest cancelled your flight, you're entitled to a refund, and I regret any miscommunication. Please reach out to Customer Relations for assistance by phone at  1-855-234-4654, Twitter @SouthwestAir, or on Facebook for the speediest assistance.  ... View more

@240racr wrote: Thanks, but I was asking if they canceled ALL flights between cities.  We have not discontinued service between any of our cities. Hope that helps! ... View more

Hi @tjupiter. Since each EarlyBird Customer's situation is different, we're asking that anyone impacted reach out to Customer Relations on Twitter @Southwestair, on Facebook, or at 1-855-234-4654. Thank you! ... View more

Hey @Jemeagle99, I'm happy to hear you were able to grab a lower fare. As long as your new travel funds were created between March 1-May 31, 2020, they'll be extended to June 30, 2021. Sorry for the confusion!   ... View more

@AnyoneButSW wrote: I have just spoken at length to someone in Customer Relations and after explaining what SW had said previously the operator looked up the latest SW memos and aviation rules etc and AGREED A FULL REFUND but it took ages. She also explained that as it was a Government mandated cancellation they had to refund.    Thank you,  SWDigits. Thank you for updating us here on The Community, @AnyoneButSW. While I'm glad to hear we're providing you a full refund, I apologize that you had to call more than once and received conflicting information. Please know that your concerns are taken to heart, and we're working every day to improve our communication as we navigate through this crisis.   Sincerely,   ... View more

@AnyoneButSW wrote: I did not cancel my booking. SW airlines did, and yet when I asked about a refund I was told several times I'd get future credit only. I have called several times, emailed etc. Even written to NM AG as SW said "we didn't  cancel your flights, Covid 19 did" Hi @AnyoneButSW, this is not the Customer Service for which we're known, and I am sincerely sorry if you've been jumping through hoops to get the help you need. We've been doing our best in navigating these unprecedented circumstances day by day, and while I hate to ask you to reach out again, I  encourage you to speak directly to Customer Relations, which represents the Executive Office. As a peer-to-peer forum, I'm not equipped to assist you with a refund here. While the phone lines are closed for the evening in that Department, you can reach them 24/7/365 on both Twitter and Facebook.    ... View more

Great question, and thank you for reaching out. Our Employees are encouraging Customers to space out at comfortable distances both in the boarding process and onboard to support the well-being of all. Our Gate Agents are encouraged to have Customers spread out in their boarding groups as well as board in smaller groups to prevent lines in the jetbridge, and our Flight Attendants are empowered to invite Customers to space out at comfortable distances onboard our flights. Our open seating policy also supports easier social distancing without seating restrictions during this unprecedented time. ... View more

Thank you all for coming here and sharing your concerns. I know everyone is hurting, and I'm so sorry if we've been letting you down throughout these unprecedented circumstances. While we are not making exceptions to refund nonrefundable fares canceled by our Customers, I urge you to contact Customer Relations to discuss your individual situations if Southwest canceled your reservation or you have associated EarlyBird Check-In. It's important to note that our Customer Relations Department is a different Department than 1-800-I-FLY-SWA. While Customer Relations phone lines are not open on weekends, they respond on Facebook and Twitter 24/7/365. Thank you. ... View more

Hi @anyonebutswa. Thank you all for coming here and sharing your concerns. I know everyone is hurting, and I'm so sorry if we've been letting you down throughout these unprecedented circumstances. While we are not making exceptions to refund nonrefundable fares canceled by our Customers, I urge you to contact Customer Relations to discuss your individual situations if Southwest canceled your reservation. It's important to note that our Customer Relations Department is a different Department than 1-800-I-FLY-SWA. While Customer Relations' phone lines are not open on weekends, they respond on Facebook and Twitter 24/7/365. Thank you. ... View more

Thank you all for coming here and sharing your concerns. I know everyone is hurting, and I'm so sorry if we've let you down at any point during these unprecedented circumstances. While we are not making exceptions to refund nonrefundable fares canceled by our Customers, I urge you to contact Customer Relations to discuss your individual situations if Southwest canceled your reservation or you have associated EarlyBird Check-In.   It's important to note that our Customer Relations Department is a different Department than 1-800-I-FLY-SWA. While Customer Relations phone lines are not open on weekends, they respond on Facebook and Twitter 24/7/365.   Thank you again,    ... View more

Thanks @Jbros for sharing your concerns. We understand your frustration. As a peer-to-peer forum, we aren't equipped to assist you here, but I encourage you to reach out specifically to Customer Relations on Twitter @Southwestair, or our Facebook page, or by phone at 1-855-234-4654. Thank you.   Submitting a Suggestion and/or Complaint  ... View more