Thanks elijahbrantley It's surprising I have to prove documentation when SWA can see the first half of the round trip has been credited. The round trip was booked under one confirmation number. And under that confirmation, I've received a cancelation credit for MCO to IND but not for IND to MCO. Is it even possible to cancel half of a round trip booking under the same confirmation? I can understand if I booked two one-way flights with two confirmations. And why would I cancel MCO to IND and not the return IND to MCO? I called SWA because I never received any confirmation email but the agent saw I cancelled to got the credit for the first half.
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Our family booked a round trip direct flight from MCO to IND prior to COVID-19. When COVID-19 happened, we were relieved we booked with SWA because we had heard if you cancel you'd get a credit back for future flights. We cancelled our roundtrip flights. After a month gone by, realized I never received a confirmation or any additional emails. Called SWA customer service, very friendly agent was confused on what happened to my cancelation and credit. After being on hold while SWA investigated, they found only the first half of our flight was credited. Because SWA had reschedule the return flight from IND to BWI that had NOT been cancelled. SWA agent wasn't able to resolve the refund, but agreed it had to be a system glitch. She gave me an email to SWA Customer Representative. Here is response SWA Customer Representative " Dear Robert, Thank you for contacting us. I appreciate the chance to respond. With our no-show policy, if a ticket is not flown and is not changed or canceled by the Customer at least 10 minutes prior to scheduled departure, the remaining itinerary will be canceled by Southwest, and all unused funds associated with a Wanna Get Away fare will be forfeited. The unused funds associated with a Business Select fare, Anytime fare, Infant fare, Child or fare segment(s) will be held as travel credit for the originally ticketed Passenger and can be applied toward future travel completed by the expiration date. I regret any confusion or miscommunication that may have occurred regarding your reservation. We take great care to train our Employees to correctly and efficiently confirm our Customers' travel plans. In addition, when a reservation is booked, changed, or canceled, we send a Passenger Receipt confirming the request. That said, while we are unable to refund the forfeited funds, we may be able to issue a Southwest LUV Voucher (SLV) if you would like to forward documentation (screen shots, cell phone reports, etc.) to show that you attempted to make contact at least 10 minutes prior to departure. Please be sure that the documentation indicates the date and time the phone call occurred as well as the phone number dialed. You can send your documentation to our Refunds Department by mail (P.O. Box 36649, Dallas, TX, 75235) or by email (RefundsDox@wnco.com) for consideration. You must reference the case number below as well as the confirmation number for the reservation. If approved, the SLV will be sent to you via email. While we try to review documentation as quickly as possible, we ask that you allow up to 30 days for processing. We hope you’ll continue looking to us when your travel plans include the cities we serve—your business is important to us. Sincerely, John Repp Southwest Airlines" How is any of this our fault? Has other experienced this with SWA, getting only half the refund for a round trip flight? Should we take it higher to corporate or explore other options? Thank You Robert
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