03-23-2020
08:09 PM
03-23-2020
08:09 PM
@dfwskier wrote: We'll, let the DOT decide. It'll take just one complaint to DOT, which will morph into a class action lawsuit, which will morph into a big customer uprising, which will morph into huge bill from lawyers. Questions: 1) If it was what you suggest, why weren't all flights cancelled? 2) The fact that some flights were cancelled and some weren't says the firm exercised discretion in the matter, That decision was not forced upon the airline by any event. As I said, hopefully the DOT will provide some guidance to carriers soon. Customers who have been denied a refund for non-refundable fares after Southwest cancelled the flight: Document everything. If your request is denied despite multiple requests, you can (and absolutely should) file a DOT consumer complaint: File a Consumer Complaint That said... here's what happens when you file a DOT complaint: 1) There is a record made of the type of complaint, allowing the DOT to keep an accounting of the types of complaints each carrier receives. 2) Your complaint is sent back to the airline for resolution. 3) The airline may reconsider, or they may stick to repeating their policy. 4) If the airline still refuses to settle in the customer's favor, the DOT basically says they are done and the complaint is marked as "closed." It's still worth making a complaint, and the more complaints the better. One complaint means nothing, but many complaints raises the attention of the DOT to that specific issue. Ultimately, I suspect all action on this will be based on the guidance that's hopefully forthcoming for the DOT. To address your questions: It doesn't matter. The flights that were cancelled, it could be claimed, were because of the situation that is out of the control of Southwest.
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