My buddy and I were supposed to fly to from OC to Vegas on 5/19 for EDC. Southwest (SW) delayed our flight then cancelled it. SW then put us on a connecting fly to transit at Phoenix which was like 2x longer than our original flight. Then the fly from Phoenix to Vegas got delayed again. We couldn't bear the risk of our flight got cancel since we need to be in Vegas for the festival which we paid 1k+ for the ticket. When I cancelled, SW only gave me a credit and a message telling us to contact Customer Service for a refund. Called Customer Service for it and talked to a very rude lady on 5/26 @ 11:02am. She told me that at the end we are the one cancelled the flight not SW so she cannot do anything and that all Vegas flights will get affected up to Aug. This is Vegas airport runway issue not SW so customers get to bear on the risk, not SW. WTH??!!! What kind of customer service is it?!! I don't bother to argue with her cuz its pointless to talk to this type of ppl. Point is if SW continue having your front end people having attitude to customers like this, we would rather choose other agencies over SW.
I can't tell from the description if you flew from SNA to PHX and then decided to cancel I don't think it will work.
If you were still in SNA when this happened, then I think you should boil it down to one major point:
The changed flight wouldn't meet your needs for timing therefore you canceled.
However if the other flight was delayed but your event was the next day, then I don't think Southwest will refund necessarily.
If you can show that the delayed flight from PHX would have been too late (and you found another flight that worked?) then they would be more likely to refund.
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