07-14-2021
03:20 PM
07-14-2021
03:20 PM
@SaraJohnB wrote: I recently had a confusing and frustrating experience with a flight reservation and want to be absolutely certain that I have a complete understanding of what occurred. In 2020 we had flights from Sacramento to Hawaii for our family of 5. Due to COVID the trip was postponed until July 2021. I received an email that our once direct flights from OGG to Sacramento had been changed by Southwest and now we would have a 8 hour flight home with a stopover in LAX. I checked online and was able to change the tickets back, but it cost $235 more PER ticket to make the change. Since it was 11pm at night and I just needed to make sure we could get on the direct flight home I paid more and made the change. A couple of days later, on July 7th, I spoke with a Southwest agent (to follow up on the costs) and was told that had I made that change over the phone that we would NOT have incurred the difference in the price. Is this company policy? We had the tickets we wanted, Southwest rebooked us on a flight with a layover, and in order to return back to the direct flight it would cost $1,000 online but $0 if I called an agent? I was told that there was no way to recoup the money. If you could kindly explain why our flight was changed and 11 other members of the same flights (our extended family) were not and why we charged but others in the same boat (according to the Southwest discussion forum) were not. I want to respond to the red highlighted text I made above. When Southwest changes your flight, they send you an e-mail about the change (which you received) and if you are unhappy with the change you are able to rebook your flight to a new flight free of charge ***but*** you have to make the change within 72 hours of e-mail receipt. Did you make the change within 72 hours? If you waited longer than 72 hours, you would have had to pay the difference in fare. --Jessica
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