Southwest Airlines Community

Can't say I follow this logic. How would you feel if you booked a ticket you thought was set to depart at 9am only to arrive at the airport and have them tell you, "Sorry, even though you booked this ticket and it departs in a Pacific Standard time zone, the 9am flight time we told you was really in Central Standard Time and departed two hours ago." Would you find that fair? Put another way, if Southwest was abundantly clear on the pages describing these policies that the deadline was 12:00pm CST it would be one thing, and I wouldn't have a leg to stand on. But they did not, they said Sept 7 was the deadline and I cancelled on Sept 7 (my Gmail cancellation email even says Sept 7 on it!). But whatever... life goes on. Just surprised in this weird situation that customer care wasn't willing to make an exception. Then again, the airline is under a lot of financial pressure, so perhaps it's not surprising they aren't spreading LUV as much as they used to. ... View more

Here was Southwest's response to my inquiry to Customer Care:   Thank you for contacting us in regards to your cancelled reservation with Southwest. I appreciate the opportunity to address your concerns.   I truly regret if there was any misunderstanding with the times that your reservations were cancelled, and the exception qualifications. Upon research, I see that these reservations were cancelled at 12:39 am and 12:40 am, Central time on September 8. While we do understand what you are asking, we are unable to extend these funds, as they were cancelled outside the time limit for that exception.   However, I do show that you have full access to your funds until September 5, 2021. We do hope to have the pleasure of welcoming you onboard in the future. Please let us know if you have any further questions. Sincerely, Amy Southwest Airlines   This is the first time I've been disappointed in Southwest's customer service. Figures it would occur in 2020, the way this year has gone. Is there a corporate office I can write to, or some other regulatory body I can appeal to for help? Crazy to think that because I was 40 minutes late to cancel these (and not really, since it was still Sept 7 where I live), I lost an entire year on the expiration date of the funds as well as the ability to convert them to Southwest points.  ... View more

Yes, this was my original belief too. It turns out the travel fund had to be "CREATED" by September 7th. A travel fund isn't created until you cancel a flight apparently. I was under the assumption that any travel funds with a date before September 7th, would automatically be extended to Sept 7, 2022, but that appears to (frustratingly) not be the case.  ... View more