Southwest Airlines Community

I posted a message on Facebook, and they responded within an hour!  They cancelled my  flights and I got travel vouchers!  Re-booked and have extra funds for additional travel. Thank you SWA! ... View more

I would reach out to southwest on Twitter or Facebook to inquire about a refund for the whole reservation. My guess though is they would only issue the refund for the flight that is cancelled but you could tell them you would like a full refund and see what they can do.    -Blake  ... View more

As mentioned above, you should have no problem checking bags through. There's no official policy allowing or disallowing so no one can guarantee it. Numerous people have reported being able to check bags through and I have seen zero people say they couldn't. Give yourself some extra time for check-in and go to the full service check-in counter.    --TheMiddleSeat ... View more

@Icatscanu wrote: Your lucky I had to cancel my reservation at Disney for 4 rooms for a sibling vacation. Disney was able to move my reservation to October but southwest will not extend my credit til the end of October. The tickets for my original trip were purchased October 2, 2019 and my new trip is for October 14-20. My daughter purchased tickets from Delta for May and they are giving her 2 years to use the credit.   If your flights were cancelled after March 1, 2020 your travel funds now expire June 30, 2021.   ... View more

This is good news! But, that article suggests they're "refunds," which is a bit confusing. They're actually credits, in the form of vouchers, equal to the EBCI fee amount, but with an expiration date of one year from date of issue, and not usable towards taxes or fees -- including future EBCI purchase. They are usable by anyone, however, unlike travel funds which are limited in use to the original passenger(s).   Here's a better reference: Southwest early-boarding fee policy reversed after coronavirus backlash   To further clarify: The vouchers will be extended to customers who canceled their flight(s) with travel dates of March 1 to May 31, 2020 (possibly June 30, 2020 now) and who contact Southwest to request them.   If Southwest cancels your flight you'll actually automatically receive a full refund of the EBCI fees, back to the original form of payment.   If Southwest cancels your flight and rebooks you, but the new flight doesn't work for you, you'll need to contact Southwest and request a refund.   Hope this helps. ... View more

The DOT order only applies if Southwest canceled the flight. Although it's always been Southwest's policy to grant refunds when they cancel a flight, there was a short period of mistaken direction, and there may still be some confusion from some agents.   You need to contact Customer Relations, not the "regular" reservations department, and their phone line has limited hours/days. Plus, when they are open, they're overwhelmed. I wouldn't recommend calling right now, your best bet is to reach out via Twitter or Facebook private message (they're staffed by Customer Relations). You'll get a quicker response, and you'll also be creating a paper trail.   If you qualify for a refund (your flight was cancelled by Southwest) Make the refund request clear and unequivocal, and in writing. Document everything. If you're denied, or offered anything other than a full refund, reply once, insist on the refund, and cite the DOT enforcement order. (You may have just reached an misinformed agent earlier. Give Southwest a chance to correct any mistakes. Them initiating the refund is still the quickest way to get one.) Carriers must process the refund within 7 days. Note that it may take your bank another 1-2 billing cycles to actually put the funds back in your credit card account. If you don't receive notification that the refund has been processed within 7 days, dispute the charge with your credit card bank. Banks are also overwhelmed these days, but there should be a way to initiate a dispute via their website. They have 30-45 days to respond, but they will likely issue a temporary credit to your card account quicker than that. If you're ultimately denied a refund, file a DOT consumer complaint.   The good news is that you'll most likely not have to take things that far.   Despite a brief period of non-compliance, Southwest has corrected themselves and, I suspect, wants to do the right thing now (and avoid DOT fines or other enforcement action). Agents may continue to initially offer travel funds (or vouchers for EarlyBird Check-In fees), but if you're clear about needing a refund it's likely they'll understand and comply.    Good luck. ... View more

I would reach out to Southwest on Twitter or Facebook to see if the system would allow it.    I know if you book 2 tickets on the same flight for the same person it will auto cancel 1 or both reservations as the system will see it as a double booking.    -Blake ... View more

You need to contact Customer Relations, not the "regular" reservations department, and their phone line has limited hours/days. Plus, when they are open, they're overwhelmed. I wouldn't recommend calling right now, your best bet is to reach out via Twitter or Facebook private message (they're staffed by Customer Relations). You'll get a quicker response, and you'll also be creating a paper trail.   If you qualify for a refund (your flight was cancelled by Southwest) Make the refund request clear and unequivocal, and in writing. Document everything. If you're denied, or offered anything other than a full refund, reply once, insist on the refund, and cite the DOT enforcement order. (You may have just reached an misinformed agent earlier. Give Southwest a chance to correct any mistakes. Them initiating the refund is still the quickest way to get one.) Carriers must process the refund within 7 days. Note that it may take your bank another 1-2 billing cycles to actually put the funds back in your credit card account. If you don't receive notification that the refund has been processed within 7 days, dispute the charge with your credit card bank. Banks are also overwhelmed these days, but there should be a way to initiate a dispute via their website. They have 30-45 days to respond, but they will likely issue a temporary credit to your card account quicker than that. If you're ultimately denied a refund, file a DOT consumer complaint.   The good news is that you'll most likely not have to take things that far.   Despite a brief period of non-compliance, Southwest has corrected themselves and, I suspect, wants to do the right thing now (and avoid DOT fines or other enforcement action). Agents may continue to initially offer travel funds (or vouchers for EarlyBird Check-In fees), but if you're clear about needing a refund it's likely they'll understand and comply.                ... View more

I would reach out to the group's department for more information on any policy changes that have been made.  ... 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

Check out this knowledge base article for information on How to add your KTN/global entry number to your profile: How do I automatically add my KTN to a reservation?    -Blake ... 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

I believe you could pay for Internet access and use other messaging services such as Facebook Messenger that send messages via a data connection. WhatsApp is the free option for Android users.   --TheMiddleSeat ... View more

Appreciate the replies. For an update, I just spoke to Southwest, there reply was they eliminated flights because of Covid 19.  Obviously they changed the flights for that week to more reasonable rates this morning. Makes sense they were so high for a short time so customers weren’t booking. ... View more

My husband and I had 3 trips booked with Southwest (non refundable) which were credited to our travel funds due to the pandemic. We have 2 more trips booked that will probably have to be cancelled. All have non refundable early bird fees. I called customer service and it was suggested to reschedule the next 2 trips to maintain the early bird fees. Great to know!    Southwest should credit to travel funds all early bird fees since Southwest is crediting non refundable tickets. Early bird credits should be included in the policy.   Disappointed in so many ways! ... View more

@rdb101xx Telling jokes and having fun while performing their job makes them the worst FA?  ... View more

Thank you! this is exactly what i needed to know. ... View more

@Biancanoel177 wrote: I made a post on here a few weeks ago when I cancelled my flight for Mar.21st to Ft Lauderdale. Since then, ive been looking at flights just to see what the prices are at. My ideal time to rebook would be for August because I go back to college in September and I get really busy so it would be hard to find time for a trip then. August I would still be on break so it would be perfect. Anyways, this morning I was looking at SW flights for August and found some really good deals, specifically for the week I was hoping to go. Would it be really stupid to book a flight right now with everything going on? Even if its months away? If things were still really bad and it wasnt safe to travel at that point, would Southwest give me travel credit again?   Thanks  Southwest always offers travel funds for canceling your flight without a change fee - that is the everyday policy.    The funds expire one year from the date of original purchase.   It is an exception right now that travel funds will be extended if they expire during the current outbreak. TBD if they would continue extending travel funds this August, but it is possible if things are still dire.   Anyway, if you are locking in some <$50 fares and worst case is that you lose it maybe it is worth having something to look forward to.   China is coming out of their own quarantine now four months later.  If the USA goes Mar, Apr, May, June with stay at home maybe things will be returning to normal by August?         ... View more

When my wife and I recently had to cancel our round-trip flights due to the Coronovirus issue and "essential travel only" edict, we were highly surprised to see the $80 ($20 per person per leg) was not refunded or credited in any way.  We were simply told it was non-refundable.  This seems to fly in the face of their bold advertisement on their site, "No Cancel Fees, No Change Fees, No Questions Asked."  So NOT TRUE.  And, when we purchased the Early Bird Check-Ins, nowhere did we see, nor were we advised, that the expense was non-refundable.  We think this is an extremely poor policy by Southwest, particularly during the Cornovirus dilemma we are all facing.  Our opinion of, and likelihood of ever again using, ,Southwest has dropped to near zero.  We will also advise all of our friends and associates of the incredibly poor practice, the hidden practice that flies in the face of their statements of "No Fees."  To put salt in the wound, I wrote a complaint/request for refund to Southwest who advised me they would reply within 48 hours.  Six days later, I have not heard a word.  Poor business practices. ... View more

Thank you ... View more

You are allowed an unlimited number of changes.   Reminder: do not cancel your flight. If Southwest cancels your flight, you are entitled to a refund of the full fare and any EBCI payment.   You may have to contact the airline and demand a refund.   PS, you might want to check the current fare for any future flights. If lower,    you can cancel and book  as opposed to rescheduling and get a travel fund for the difference  - Alhtough you would lose any EBCI fees paid. ... View more