10-01-2020
06:59 AM
I have been a customer of SW Airlines for many years even though I am a retiree for another major airline. I had booked a trip from Atlanta to Los Angeles for 10/12/20 when my terminally ill cousin passed. I canceled the ticket ($153.97) and was told it was good for a year from the travel date. When I called on 9/28/20 to get it converted to points I was told it had expired 9/18/20 because it is good for a year from the purchase date and it had to be redeem by 9/7/20. Even with the Covid19 issues and persons not feeling safe to travel that put that type of time restriction on redeeming points. Now I have been told that they are going to take $100 of that $153.97 fare. I have been having some serious health issues and going to doctor after doctor while still working two jobs to try to keep my new home just purchased 3/19/20 and can't afford to loose $100! They are being very unfair, and not unfeeling about this whole situation. I am telling everyone I know to re-think their relationship with Southwest ...they have no LUV for their customers!!
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10-01-2020
06:46 AM
I have been a faithful customer of Southwest for many years, even though I am a retiree at another major airline. I purchased a ticket from Atlanta to Los Angeles last year to visit a friend. I had to cancel when my terminally ill cousin passed away. I was told my ticket was good for a year from travel date which was 10/12/19. Well I called the other day and was told no, it's from the purchase date which was 9/18/19. I was further advised that due the refunds or conversion to points expired 9/7/20. So since I was 11 days late they are going to take $100 of my $153.97 that I paid for this ticket. I have had some major health issue since 4/29/20 and been back and forth to doctors while still trying to work two jobs, so this ticket refund was not a top priority. I called as soon as I was able and now this is the response I got. I am very upset with this and will tell all of my friends about this experience so that they will think long and hard about purchasing another SW ticket!
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