11-01-2017
05:36 PM
Hi Lindsey, I am disappointed to hear inconsistent advice on Southwest policy on wanna getaway refund for fare change within 24 hours. I booked a flight at 12 am this morning- (Nov 1) 8 hours later I noticed that the fare dropped. So instead of cancelling and rebooking (which I should have) I called the customer service to change itinierary. The reason I called was I couldnt do so online due to some technical issues in the website (not my fault). I specifically asked if there was any difference between cancelling and changing. She told me by changing the reservation I could still get the refund on the difference in fare. Very similar to how you have advised here (I read this blog yesterday and that is why I didnt think it would make a difference between changin and cancelling within 24 hours. I should have still gotten a refund vs credit.) But when she sent me the revised itinerary I saw that the difference has been allocated as travel credit vs refund to my card. So when I called again what I learned was infact there is no 24 hour window that applies for Wanna get away fares. I dont think this is a policy change. If so why didnt the representative know about it this morning? The reason I acted fast was to get a refund vs a credit. All I am getting now from your colleagues is a bunch of apologies but noone is willing to take responsibility for the miscommunication made here by you nor by the representative I spoke to this morning. I dont see why I should suffer for the lack of knowledge of policies that your staff have. Hope you can give me an acceptable solution. I dont need apology but I expect Southwest to take responsibility. Thanks
... View more
