@JohnnyQ wrote: Your reply to "shame on southwest" has pissed off a lot of people, me included. I'm sorry if my response pissed you off. I'm just another customer like you.
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I'm sorry to hear that you are not happy with the way Southwest is handling things and sorry you feel other airlines are handling this better than Southwest. The other airlines are following the same policy that southwest has in place on a daily basis. For example Delta is allowing a free change or the ability to cancel for a e credit valid for a year from when you booked. If you would like to discuss your experience with Southwest I would reach out though one of these methods: Submitting a Suggestion and/or Complaint -Blake
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The chat option is great when it is working.
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@billbua wrote: My spouse and I had to cancel our flight to San Juan because the cruise line on which we were to traveling canceled the cruise. To my surprise, I found out that the flight fund I saw was only good through 10/31/20, not one full year. Secondly, it appears I got no credit for my spouse; just for me. Not fair. The travel fund is valid for a year from when you originally bought your ticket so my guess is you bought your flight back in October which is why it would expire then. If you and your spouse were on the same confirmation number the credit should be half for each of you (if the booking was for 2 people) example you buy a flight for $500 total for 2 passengers then you cancel adult 1 would have $250 and adult 2 would have $250. -Blake
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03-14-2020
01:32 PM
03-14-2020
01:32 PM
@my5sons wrote: Add me to the list of others who has experienced stolen points. I happened to log in to my SW account this morning and noticed that 147,000 points had been stolen to purchase 14 $100 gift cards to Target. Someone changed my primary e-mail address, mailing address and phone number. I can see the exact address the cards are being shipped to. I see the e-mail address and phone number used. The order is showing as "pending." I spent over 2 hours on the phone waiting to speak with someone. Once I reached an agent, I was forwarded to a service coordinator. Then, he spoke with the Fraud Department and transferred me to someone in Customer Relations. She helped me reset my account and fix my primary e-mail, etc. Unfortunately, I'm told that the "Business Integrity Department" will look in to this on Monday (2 days from now) and will get back to me via e-mail in 7-10 business days. Meanwhile, the order for the gift cards is showing as PENDING. I'm trying to be proactive so the order can be cancelled or frozen. I'm told that since it's a third party there is nothing they can do. There is no way to cancel the order. If I receive a generic response from the Business Integrity Department in 7-10 business days similar to things I've read in this thread I will lose my mind. Seeing the response on 9/9/19 that "Southwest Airlines is not responsible for unauthorized access to a Member's Account and will not replace stolen points or awards" will be completely unacceptable. The gift cards have not even shipped yet. The address of the thief is different than mine and there is nothing I can do to stop this order from shipping. I need help and Southwest clearly needs to fix something so this story will not continue to be played out over and over and over. Sorry to hear your points were stolen. The gift cards are done though a third party company named more rewards. I would reach out to them and see if they have a way to stop the order since its not shipped yet. Good Luck Blake
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I'm sorry to hear the call dropped on you while waiting on hold for 2 hours. I would try reaching out to southwest on Twitter or Facebook and hopefully they can help with making the change. -Blake
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I would try reaching out to southwest on Twitter or Facebook as hold times are long on the phone. Another option you could try is the in app chat feature sometimes it's online other times its not they have helped me quickly in the past. You could also try making the change on the computer in case its a problem with the app. -Blake
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at this time there isn't one airline refunding flights. The other airlines are doing the same exact thing as Southwest which is allowing people to use the funds on a flight within a year from when they originally bought there flight. The big difference is southwest has always allowed people to change or cancel a flight without a fee the other airlines are only allowing this temporarily. If you would like to discuss your specific situation with southwest I would reach out though one of these methods: Submitting a Suggestion and/or Complaint -Blake
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If your trying to change on the computer I would try the mobile app or try a different browser. If your having the issue on the app then I would try the computer. If the problem still persists I would try reaching out on Twitter or though the chat function on the app as suggested by SWDigits. -Blake
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Schedules change all the time so while last April they have an earlier non stop this year it could be a late non stop or no non stop flight at all. At this point the chance of Southwest adding flights to April is almost 0% if anything with the current situation going on i think they would be more likely to remove flights from the schedule instead of adding flights.
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If you would like Southwest to look at your case I would reach out though one of these methods: Submitting a Suggestion and/or Complaint I know with the extending funds on a case by case basis they will issue a luv voucher for the travel fund once it is expired butt they will take $100 so if each of you have a $450 fund they would possibly issue you a voucher for $350 valid for 6 months again no guarantees as its on a case by case basis after the travel funds expire. Another thought is wait to cancel and hope that on the day of travel Southwest cancels the flight or has a long delay then you could have a better chance at a refund. -Blake
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A lot of people hear and understand your frustration however what southwest is doing is no different from any other airline right now. The Other airlines are letting people change/cancel for free and those who cancel get a travel credit to use within a year of when they booked there flights. All the other airlines are temporarily matching Southwest's policy. One idea is you could wait to cancel and hope the flight is cancelled by southwest or delayed by over an hour and they could then look in to a refund. If you would like Southwest to look in to your specific case you can reach out though one of these methods: Submitting a Suggestion and/or Complaint -Blake
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If you don't have a Rapid Rewards account the credit will be under the confirmation number that you changed so your current confirmation number.
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Sorry your disappointed. At this time NO AIRLINE is issuing refunds for non refundable tickets. All the other airlines are matching Southwest's policy of no change/cancellation fee and those funds are good for a year from the original purchase date. If you would like Southwest to look in to your case specifically you can reach out though one of these methods: Submitting a Suggestion and/or Complaint -Blake
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03-14-2020
01:27 AM
03-14-2020
01:27 AM
@lapdbill wrote: Graduation plans for a granddaughter were cancelled so my wife and I no longer have a need to fly. I hope a refund will be granted; if not, a credit to a SWA account would be most appreciated during this time of a National Emergency. If you purchased a wanna get away fare and cancel your flights your funds will be held as a travel fund valid for a year from when you originally purchased your flight. Keep in mind the travel funds can only be used by the passenger(s) who were on the reservation to fly. the funds are not transferable and travel must be booked and completed by the expiration date. -Blake
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Not one domestic airline is issuing a refund if you cancel they are all giving a credit for a future flight good for a year from when you bought your ticket and the other airlines are allowing people to change to a different flight without a change fee but they have to pay the fare difference. Southwest never charge’s to change or cancel a flight all the other airlines are doing are matching Southwest’s policy. Your welcome to voice your complaint to Southwest directly though one of these methods: Submitting a Suggestion and/or Complaint -Blake
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The other airlines are not issuing refunds all they are doing is allowing people to cancel for a credit for a flight within a year (Southwest has done this forever) or they can change to a different flight without a fee (which Southwest never charges to change a flight just a fare difference) so seems like Southwest is the leader on that since they have been doing this for some time now. If you would like to discuss your displeasure with the current policy you can reach out to Southwest directly though one of these methods: Submitting a Suggestion and/or Complaint
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@dfwskier wrote: If the reservation shows in your SW account, you are ticketed. I have had several times where a ticket was on hold and it would show up in my RR account so just because a reservation shows up in your account doesn't mean it's ticketed.
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@flowersun77 wrote: So I know the tickets are non-refundable but the wording is a little strange and my question is if my ticket was $300 and I book at a later date and the new ticket is $200 do I get the $100 credit left on my account for future use or is this just a ticket trade off kind of thing? You can use the travel funds until they are all gone or until they expire whichever occurs first. So you could book 5 tickets if you wanted and had the funds to do so. -Blake
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The system won't allow you to change the travel date to be after the funds expire. So for example if you book for returning july 14th and try to change to July 15th it will give you an error.
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At this time southwest hasn’t announced any reduction of flights due to the Coronavirus. This is subject to change. The best thing to do is watch the Southwest website for any updates or check back here for any future blog posts with updates. -Blake
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03-12-2020
10:39 AM
03-12-2020
10:39 AM
Now I wonder how much this will affect people who buy EB check in.
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The website is undergoing scheduled maintenance until 2am central time. I'd try again just after 2am. -Blake
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The travel funds would be held under the confirmation number you are canceling and the money you paid with a credit card will go back to the credit card or you can hold those funds for a future flight. Keep in mind the travel funds that you applied to this reservation that your canceling will keep the earlier expiration date.
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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
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03-11-2020
11:14 AM
03-11-2020
11:14 AM
You could always call your local post office and ask them to look for it in case it got lost in sorting. I had a letter that was sorted wrong they found it (without a tracking number) and it was In my mailbox 3 days after my call to my local post office. Sure it may be harder to find without a tracking number but won’t hurt to call.
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03-11-2020
12:16 AM
03-11-2020
12:16 AM
If you won't be traveling with your friend then the easiest thing would be to have them pay you back for the funds. Be sure to do it secretly if you have your friend pay you for the funds since you can't sell funds or vouchers.
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Flights can be cancelled for a number of reasons from expected weather or crew time outs or maintenance that is needed on your plane You could always reach out to Southwest on Twitter and they might be able to tell you why the flight was cancelled. Hopefully you can get on the other flight mentioned by @DancingDavidE -Blake
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Travel funds are tied to the passenger who was scheduled to fly. In this case the other half of the funds are in your friends name and only your friend can use the funds regardless of who paid. -Blake
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