Here is my case. I had some duplicate booking between Hawaii and Bay area ( to allow for travel flexibility) , the auto cancellation system would kick in at 1 AM CST every night and would randomly cancel either my companion ticket or my ticket jeopardizing my plans. Once it auto cancels tickets on Companion pass it's hard for a user to make any change via app/website, so your only hope is Customer service. Details on Auto Cancellation : https://community.southwest.com/t5/Travel-Policies/Auto-Cancellation-Rules-What-is-the-system-looking-for-with/m-p/88707#M6992 https://community.southwest.com/t5/Travel-Policies/Auto-cancel-reservations/td-p/54220 I tried reaching the Call Center several times in the last 3 days via Social Media DM's , Case Tickets, and also over phone. No replies and the phone never gets connected. Last night it was more than 150 mins yet no reply. Finally in one of the community discussion got to know about chat option via the App and used it this morning. https://community.southwest.com/t5/Knowledge-Base/How-to-Use-the-Mobile-App-Chat-Feature/ta-p/110127 Took about 12 mins to get a Representative ( #7 in line) and the Chat Rep was pretty good. Solved all my queries and cancellation requests in 5 mins straight. ( only downside is that you need your RR No and Confirmation codes written down or on system) . So I would suggest chat is better option when available compared to all other platforms reaching the customer service.
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