08-27-2021
12:34 PM
08-27-2021
12:34 PM
Thank you for your reply. I have emailed customer service 3 times asking for a refund. I get an email back with an general apology and a voucher offer. Never a reply or mention about the refund request! I am beginning to wonder if they consider the misting rain as the main reason for the flight being cancelled (and not the brakes). Does misting rain prevent us from getting a refund? Should I just continue sending emails?
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08-26-2021
02:51 PM
08-26-2021
02:51 PM
Our flight was cancelled by SWA because the brakes had a malfunction. We have not gotten a refund although I have sent emails about this. A Voucher for only $150 has been offered along with form letters of apology. The flight was stopped soon after we started to taxi away from the airport. Soon, the pilot announced there was a brake issue. The pilot called Maintenance and we saw them arrive to do the repairs and leave about 30 minutes later. The pilot reported that the brakes were fixed but not the anti-lock feature which is required if the road was wet. It had been misting that morning. We waited at the gate for one hour as they tried to fix the anti lock feature but after about one hour the flight was cancelled. We had to book a flight with American to make our medical appointments since SWA had nothing that would work for us. SWA had ONE customer service person assigned to help all the customers so there was a very long line of persons needing help. We could not wait and assumed we would get a refund. Am I wrong to expect a refund? Or at the very least a voucher for the full amount of our flight? The policies I read on the website and the emails from SWA are not clear about our situation. Besides contacting Customer Service is there any other thing I can do? Thanks for your help.
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