Southwest Airlines Community

Lighten up, Folks! Everyone is under a lot of stress right now. I have faith that SW will do the right thing in the end. Practice patience and good will. We all need good vibes right now! 🙏☮️ ... 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. Nicole Community Manager   Nicole, I called Customer Relations after speaking with customer service and was told in no way could i receive a refund.  While i appreciate that we have been given until June of 2021 to use the $1800 we have in credits, I would prefer to have the cash back in my bank account.  I asked to speak with a manager several times while speaking to the customer relations dept and was told I would have to leave them my phone number and they would call me back.  It has been four hours and still have not received a call back from a manager.  BTW, thanks for trying to help others. ... 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

This isn't an issue or question of refund vs. travel credit.  I'm happy to get either, because I know I'll fly again soon.    It's just a bit surprising that it wasn't automatic. Everything else on their system is so well automated .  But I suppose it speaks to the fact that I fly them quite a bit and have never had a full cancellation (beyond minor itinerary adjustments)   Given that these are extraordinary time , I guess it's no shocker that things have to be done a bit more manually .  ... View more

@dgt191-_ if Southwest cancels the flight then you should be able to request and receive a refund.  You will need to contact Southwest after the flight is cancelled, see this thread: https://www.southwestaircommunity.com/t5/Travel-Policies/What-Southwest-are-y-all-flying/m-p/104754   If you cancel then you will receive travel funds. ... View more

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

Thank you ... View more

@Coneheado I don't know what Southwest is thinking or doing because there are multiple forum users reporting that Southwest is refusing refunds for Southwest cancelled flights.   What *should* happen, and what has happened in the past, is that you would get a refund back to your credit card.   If funds are issued then they are assigned by ticketed passenger. ... View more

Thank you! I did see 14 days after more reading. Hoping that’s the case.  ... View more

I agree.  I too tried to get a refund instead of a voucher and have not been successful.  They are going to get a bail out from the government and keep our money.  Double dipping. Shame on you Southwest.  ... View more

Please read first post in this thread:    https://www.southwestaircommunity.com/t5/Reservations/No-Airline-is-refunding-all-non-refundable-fares-WHY/m-p/104389#M641 ... View more

@mtnman wrote: Clarification please? If my funds expire on June 30, 2021 can I apply them to a ticket purchase on June 30, 2021 for a flight in July or August, 2021  (for example?) I'm assuming this would be the case? Thanks   No, travel must be completed by the expiration date, not just reserved. ... View more

Many airlines are assessing how to handle passengers' statuses. I'm sure they'll update everyone once they get a hold of how the coming months will look. Best of luck, and stay safe! ... View more

@lbishop no, they are not.  See this discussion thread for a similar question with additional context:   https://www.southwestaircommunity.com/t5/Rapid-Rewards/Get-SWA-points-back-after-cancelling-international-flight/m-p/102093 ... View more

@dfwskier wrote: @alehnick wrote: I reached out on Twitter. This was their reply: Hey Anne. We're sorry that your flight was canceled and for any disappointment with our ticketing policies. Our genuine hope is that you will be able to use the travel funds in the future. We appreciate your understanding and hope to renew your faith in our services. -Dee   Also, 4.5 hours after the cancellation text, I received a "we've rebooked you" text.   😕 Several points here   1) You have the right to refuse the flight you were rebooked on 2) Whenever an airline cancels a flight, passengers on that flight can demand a refund   I'd recommend that you send an e-mail to SW (print a screenshot for your records) demanding a refund. Click on "contact us" below to learn how to send the e-mail.   Based on many reports I'm seeing (check out Southwest's Facebook page and Twitter feed, in addition to the many posts here) it appears that at a minimum there is some confusion regarding the availability of refunds at this point. Sadly, it is possible that what you stated is simply no longer true.    If so, that change would be distressing, but perhaps not unexpected given the seriousness of the current situation, as it relates to the financial stability of Southwest.   Hopefully we'll get some clarification soon.  ... View more

As another customer it is always good to hear stories like this! ... View more

https://www.southwestaircommunity.com/t5/Reservations/No-Airline-is-refunding-all-non-refundable-fares-WHY/m-p/104081#M578 ... View more

Thank you for words to the wise: we are checked in for Saturday departure. ... View more

@mfox1008 wrote: I called on Tuesday or Wednesday and was told I have the funds available for a yr and would be refunded for the extra seat after my flight. I was looking at rebooking and found the flights are significantly cheaper in May. I understand I will still have the credit on my account but feel I should get the full refund for the extra seat.    I do not have a Twitter. If you rebook you might be able to use the credit for the 2nd seat then after travel reach out about having that 2nd seat refunded at that point.    I'm not 100% sure if it would work that way but that's how I think it might work but I would double check with Southwest.    -Blake ... View more

@jeff325ci for awareness I just saw that Southwest is halting international flights by the end of this weekend use these links for detail about specific destinations, here and here. ... View more

@veronicavoodoo for awareness I just saw that Southwest is halting international flights by the end of this weekend use these links for detail about specific destinations, here and here. ... View more

@Cable-TV-Guy wrote: After a long hiatus, I decided to give Southwest a "second chance" this past October/November.  I did, and I was very favorably impressed.  So much so that at this time of so much trial for not just the world around us, but one which has the airline industry and its employees in so much jeopardy, I am adding Southwest, its team members, and their families to my prayers..  After seeing the e-mail of today regarding Southwest's customer favorable change in policy regarding unused funds, I am all the more convinced that if any airline survives this trauma, it'll likely be Southwest.  Please stay safe and continue to set the example to all businesses on what customer service can be.  God Bless... Well said. All airlines will need lots of prayers and lots of government help to get thru this. ... View more

I am another customer too so check with Southwest to confirm but here is what I think is the relevant line in the updated policy:   "Any travel funds created because of a flight cancellation between March 1-May 31, 2020, will have an expiration date of June 30, 2021"   If you cancelled the flight in March then it seems like that is when the travel funds would be created, which would then have a June 30, 2021 expiration.  Southwest said they would need time to update their IT systems so give it some time if you don't yet see a June 30, 2021 expiration.   You can check your travel funds in your RR account or here: https://www.southwest.com/flight/travel-funds-search.html   This is the link to the latest post I've seen: https://www.southwestaircommunity.com/t5/Blog/A-Message-from-our-SVP-and-Chief-Marketing-Officer/ba-p/103995 ... View more