The proposed resolution was either/or - not and/both. The airline was “not” willing to do anything. The employee (agent) clearly did “not” understand the terms of the promotion (as explained to us). The ticket was purchased based on the assurance from the agent that we would qualify. I guess what you’re saying is that employees are not a good source information for how things (like companion promotions) work. At least you and I agree that customers should not rely on what employees say.
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Speaking of misunderstandings, what compensation are you referring to? I’m seeking a refund of my money (not a travel credit). That way, I can buy a ticket elsewhere. I’m “not” seeking compensation (beyond a refund). The airline had the opportunity to make this right (and retain a customer) and choose not to do that. It’s really that simple.
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I appreciate the input. We were very clear when we asked the first agent about what qualifies for the promotion - as I was ready to purchase the tickets for myself and my wife (I had them teed up on the website and was using the information for our discussion with the agent). When we received the response from the agent, we read her response back to her and she verified that our understanding was correct. We were both on the phone (we had the speaker on). When I called back (having not received the e-mail regarding the companion pass), the second agent checked on it and indicated that we had met the requirements. In any event, we cancelled our trip. I submitted a complaint on 1/10. In the complaint, I offered resolution (to refund my money or provide a companion pass for another time) . I just heard back today (on 1/28). So, it took 18 days to get a response. Basically, they "apologized for the miscommunications or confusion", but did "not" offer any resolution. As a result, we'll be flying and booking our vacation package with another airline. The moral of the story... buyer beware... just because employees give you information doesn't mean it's correct.
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This is my first reply (comment) in this community.
I tried... but received bad information from Customer Service Representative (CSR) on two (2) separate occasions.
During my first call, I was "assured" in no uncertain terms (I had the call on speaker phone and my wife heard the same thing I did) by a CSR that I could "buy" two (2) on-way tickets - one (1) for me and one (1) for my wife and as long as we flew the trip, I would quality for the limited time promotional companion pass (the pass). I bought the one-way tickets and I purchased a round trip ticket for myself to Hawaii (not cheap) for a flight (within the promotional window) with the idea that my wife would fly with me (as my companion) for free. Then, 10 days after we both flew the one-way trips, I had not received an e-mail (indicating that I had qualified for the pass).
During my second call, I was "assured" by another CSR that I had qualified (that the two (2) one-way trips met the qualifications for the pass), that sometimes it takes more time to get the e-mail (from marketing), and that I couldn't add a companion until 1/6/22 anyways. In other words, I should not to be concerned. Well, by 1/6/22, I had not received "the" e-mail and I was not able to add my wife as my companion to the fly with me on the flight I had already booked to Hawaii. Then, on my third call, I was informed by a CSR that I had not qualified for the pass, there was nothing she could do about it, that a supervisor wasn't available to talk to me (that a supervisor couldn't do anything about it anyways), and that I could go to the website under contact us and submit a complaint (to corporate).
So, here I am. Based on the bad information provided by two (2) Southwest CSR's on two (2) separate occasions, my wife and I flew the one-way trips (which we could have flown with another airline), I bought a roundtrip ticket to Hawaii (which I could have purchased on another airline), and I can't add her as a companion.
Your suggestions are welcome.
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