10-07-2021
03:02 PM
10-07-2021
03:02 PM
@thieu11 Southwest is not going to extend the expiration date of your travel funds. After they expire you can send a message asking that they be reinstated as vouchers. The value of each travel fund will be reduced by $100 each during this process. You have 6 months after the travel funds expire to request the conversion and then once you get the vouchers they will expire 6 months later. In the meantime enjoy the $150 voucher you are being sent. --TheMiddleSeat
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04-05-2020
06:33 PM
04-05-2020
06:33 PM
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.
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