Southwest Airlines Community

This was my experience exactly.  I don't think the airline does a good enough job of making the customer aware that if they cancel their flight for any reason, you'll get your points back, but they will keep the early check-in fees.  It feels like theft to me and has left a bad taste in my mouth about Southwest.  It may be time to donate my miles and cancel my Southwest Rewards Visa.  I'm very disappointed in their customer service.   ... View more

This was my situation exactly.  Back in early February, I booked a flight for Dallas for my husband and I for mid-May.  As we are in our 60's, we decided not to make the trip even if the travel ban is lifted.  I cancelled the flight the other day and my points were immediately put back into my account.  I had also paid the $80 early check-in and 9-11 fees on my Southwest Visa.  I haven't even gotten the 9-11 fees back as of yet.  I had never paid extra for early check-in before so I didn't realize they would not be refunded if I cancelled.  That's something I will never lay out money for again if I do fly Southwest when things get back to normal.  And now, hundreds of their employees have tested positive for COVID 19.  Yeah, I won't be flying Southwest any time soon. ... View more

I have no intention of flying into Texas in five weeks even if the stay-at-home order is lifted.  My husband and I are in our late 60's and we are not willing to take the risk.  I cancelled our flights yesterday and the points were immediately put back into my Rapid Rewards account.  Since I have never paid the extra money for early boarding before, I was dismayed to find out that I will be out the $80 we paid for this.  I'm assuming I will have the 9-11 fee refunded.  I have reached out to Southwest, but have not heard anything yet.  I also booked a car through Southwest and am assuming this was cancelled when I cancelled our flights, but cannot get confirmation of this from Southwest either.  When I book another flight on Southwest, I will know not to take a chance on losing money by paying for early boarding.  Very disappointed in Southwest. ... View more