Southwest Airlines Community

Send a written message where?  Email?  As I said, I have done that multiple times -- I have a slew of claim numbers -- it is quite well documented.  And 11+ weeks when I was told it would be 4 "at the very most" certainly constitutes jerking me around. ... View more

Yes, I have had nearly the identical experience.  LUV vouchers expired 1/4/21.  I called on 7/2/21 to have them extended.  No problem, I was told.  A case was opened, and I was told it might take UP TO 4 weeks.  No worries, as I was not in a big hurry to use them.  As of today, it has now been 11 weeks and 3 days, and I still do not have them.  I have called Customer Relations THREE times since 8/11, and after 30-45 minutes on the phone each time, was basically told, "yes, we are working on this -- call us back if you don't have them in a couple weeks".  No one is willing to give me any real information about the status or why it is taking so long.  It's inexcusable and, yes, horrible customer service.  And to the poster who chastised you because they assumed you weren't nice to the agents, I say that's a load of crap.  I have been perfectly nice each time I have called, and it has gotten me nowhere.  The agents have all been reasonably cordial, but completely unhelpful.  Yes, Southwest is certainly jerking me around, probably hoping I will just give up and they will never have to reissue the vouchers as they promised.  They definitely come nowhere close to living up to their high-minded claims about great customer service -- it is in fact some of the worst I have ever experienced.  I will most assuredly NOT be very nice the next time I call.  A week ago, I started submitting a new complaint about this every day through their web site, hoping that may finally get their attention.  So far it hasn't.  Today I will be submitting a complaint to the BBB -- maybe that will work -- I've had luck with that in the past with other businesses.  I'm well beyond angry at this point, as I am now trying to make travel plans for Xmas as the fares keep going up but I still don't have my vouchers.  Completely unacceptable. ... View more

Thanks for posting this.  I just called today about extending a LUV voucher that is expiring 1/4/21.  I confirmed what you were told:  if I extend today, the new expiration date would be 6/30/21, and the extended voucher would be emailed to me within 24 hrs; if I wait up to 6 months after the expiration date (i.e. anytime before 7/4/21), the new expiration date would be 6 months from whatever date I call, but it would in fact take 2+ weeks to be re-issued, and I wouldn't be able to make any bookings during that time.  I also confirmed that the voucher can only be extended one time.  I had the distinct impression -- but didn't ask directly -- that this policy is due to COVID.  ... View more