Southwest Airlines Community

I tried replying last night but it did it go through so hopefully I remember all the detail I wrote then.  Here goes....   i feel like my situation was really similar to yours. I called after my luv voucher expired and asked for an extension. The person I spoke with said it would be Re-issued in 30 days and I would get an email. I waited more than 30 days and then called when I didn’t have an email by then. When I called the person didn’t know why it hadn’t been issued so gave me that same 855 number with option 5 to dial. This is where things start to get fuzzy for me. I don’t  think  I actually got through to somebody there so I just called back the southwest customer service number again and said I didn’t get through to anyone when I called the number they gave me and she said to use the contact us feature on the website. She have me the case number and told me to referenced it and explain everything, including the luv voucher numbers and my contact info. So I did just that. I got an email about 2 days later Saying that my request had been sent on to customer relations and it may take up to 30 days to get a response. Well based on my previous experience I called back a week later auto follow up on the message I had sent through the contact us form on the site and have them the new case number. Oh by the way when I called back I was waiting for over two hours before I got to speak with someone. The person I spoke to said that my vouchers were being re-issued and that I would get an email with them within 30 days. She sent me a confirmation email with claim numbers for the vouchers. Last night (2 weeks from when I spoke to the rep who re-issued them) I got my first re-issued luv voucher. I am hoping I will get the others with out any issue, in the next 2 weeks. Typically Southwest is great which is why I fly them, But this has been quite an ordeal. Hopefully the rest come through without me having to call them again.   Based on my experience I would suggest sending them a message through the contact us feature on the website. Maybe call before doing that so that you have your case number to reference in the message you send.  good luck.  ... View more

So I had almost an identical experience. I called and was told something similar. I don’t remember exactly what happened. I did try calling but I don’t remember if I got through or if I called back the original luv voucher customer service number, actually I think that is what I did and the person I spoke with told me to go through the contact us Option from the website. They gave me my original case number to reference in the message that I sent them. So I used that form on their site and explained everything. In 2 days I got a message saying due to the nature of my request it would be escalated to Customer Relations/Rapid Rewards Department for handling and may take up to 30 days before I heard back from someone. Well since I had waited 30 days after first calling and nothing was done, this time I called after a week, and was on hold for over 2 hours before I spoke with someone and I specifically asked about the message I sent and referenced the case number in the email response I got. I don’t remember which number I called at this point. The lady I spoke with said that she would issue my luv vouchers but it would take a while before they would be delivered to my email. Before I hung up the phone with her she sent me a confirmation email with claim numbers for the my vouchers. Last night (which was about 2 weeks later) I received one of the luv vouchers in my email. Hoping the others will show up soon. So I would suggest going through the contact us link in their site, maybe call before to get your case number to reference in the communication you send through the site.  Side note: So I thought I had gotten through when I called the 855 number and pressed option 5. But I tried again after reading this message and there is no option 5..... I wish I remembered better the details of what I did.  ... View more

I do believe there are differences in the policy (and unofficial policy) between credits/travel funds and luv vouchers, the $100 fee being one of them.  If you contact customer service about it I believe they’ll refer to your previous conversation and see what you were told and then make a determination from there. Hopefully If they can confirm that you weren’t told about the fee they’ll do the right thing and waive it in this case.   Unfortunately with customer service not everyone knows everything (which is why I call multiple times to verify). ... View more

@jrbesch Thanks for posting this. Glad to hear that someone else was told the same thing. ... View more

Well I did receive them due to a customer service issue. And then covid hit. So maybe that's it. ... View more

@chgoflyer I was not told about a $100 fee. I did ask if there were any stipulations or anything else I needed to know, which is when I was told about the difference between requesting the extension before and after expiration ... View more

You're right, there is some risk about not having it in writing. I asked a rep about documentation of the policy and was told it's an internal policy. They didn't say whether it was due to the pandemic or not, and I didn't think to ask. I do hope however, with Southwest being the paragon of traveler friendliness, that they will in fact honor this policy. ... View more

I should also add, that I called 3 separate times to see if each rep would say the same thing, and that was the case. Some just provided more info than others. ... View more

It is in fact a luv voucher and I even gave the rep my voucher number, but it seems he may have given me information for travel funds.   I thought I had to wait 24 hours to cancel though for it to be credited as travel funds. If I cancel within 24 hours wouldn't it be refunded to me. Though I'm not sure what I refund looks like in this case. ... View more