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Re: On Hold endlessly

Nailahsuad
New Arrival

I just had a similar experience. I had a flight cancelled and the only way to get the refund was to call. I was on hold for an hour (while trying to get myself to another airport to get a flight on another airline), and then the phone cut off. This is making me rethink SW as my go to airline.

Re: On Hold endlessly

okspav
New Arrival

I m having the same experience. I ve currently have been on hold for over 120 minutes. I need to cancel one way for roundtrip flight that is departing shortly. If noone answers I guess I ll just lose the value of this flight. 

SouthWest this is unacceptable. I ve been your customer and A list member for a long time. Cant you hire a few more customer service representatives?! What are we supposed to do?

Re: On Hold endlessly

chgoflyer
Top Contributer

Keep trying. If it's the outbound you need to cancel, you'll lose the return flight and all funds for the itinerary if you no-show (aren't able to cancel at least 10 minutes prior to departure. 

 

Try reaching out via Twitter as well.

 

Re: On Hold endlessly

pepisito
New Arrival

I cannot get hold of an live person on the phone.  I've been waited over 1 hour and had to switch the phone because battery out.   I booked a ticket and suppose to get full refund within 24 hours after canceling the ticket.  However, for some reason, it goes to the credit bin.  Need to talk to an agent to get that fund back to my credit card.   Not sure about other options but wait for a person to be availalbe.   It's painful.

Re: On Hold endlessly

McGowan
New Arrival

been on hold for over 2 hours on 2 separate phones. Southwest disconnected me.  been calling since 5PM eastern time. final payment due tonight

Re: On Hold endlessly

chgoflyer
Top Contributer

By "final payment" I assume you're trying to get through to Group Travel. Unfortunately, yours is a common complaint. Hopefully you were eventually successful in getting through.

 

For anyone else reading, be aware that hold times can be very, very long for the Group Travel department. As has been discussed before, unfortunately, dealing with that is part of the trade-off involved in using Group Travel. 

 

Hold times are always especially long right after a new schedule extension is released, and are often long on Mondays.

 

If you are utilizing Group Travel through Southwest, it's best to not wait till the last minute to make your final payment.

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Re: On Hold endlessly

bec102896
Rising Star

@McGowan

 

Sorry for the trouble you have had getting through tonight. There is a weather waiver in effect which might have something to do with the long hold times. Also I assume your calling the groups department and with the new schedule just released the hold times are longer. 

 

Are you making final payment by Credit card? If so you can do that online using the site provided in the group travel contract email .

 

Also just another note the deadline on payment dates are usually 5pm so hopefully you are able to get through before they potentially cancel the group booking. 

 

Good luck

Blake