03-02-2018
11:20 PM
I understand the procedure. I just don’t agree with it and want SWA to explain why they are making it harder than ever to track these funds. I can guarantee they know exactly what each passenger has in funds remaining. Why won’t they streamline this process??
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03-01-2018
06:35 PM
I totally agree with you regarding the luxury of not having a change fee and the benefit of fare adjustments. I am a huge fan of Southwest and try to fly them exclusively. However, just because they are spot-on with their customer-friendy policies doesn't make it acceptable for them to have an inferior refund procedure. They are a savy corporation that knows exactly what they are doing.
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02-28-2018
01:32 PM
Like most other's concerns about this topic, I don't see Southwest doing anything to make this a customer-friendly process. Because everything SWA does is well-thoughtout, I can only assume that this process is done intentionally by them in order to keep their customer's funds. That's very disappointing. I am a frequent business traveler and have many changes with ticketing, so although I appreciate the flexible nature of making changes, I don't appreciate complicating what I am entitled to. You used to be able to call SWA and give them your credit card number that you used to pay for tickets, and then they would tell you if you had any unused funds. They don't do that anymore - willingly. They also used to put the confirmation number in the notes at the bottom of your emails so that you could figure out what funds were being used on a particular ticket. Now it only says "Residual Travel Funds." That only complicates the process for the customer further. Now what do we do?
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