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Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

AnyoneButSW
Explorer B
Wow - given the problems in this world SW airlines really have shot themselves in both feet. I called yesterday to cancel a res to Cancun. I was told to wait until SW canceled the flight IF I wanted my money back (not a credit) So then, I called the holiday Co and even though they are notoriously harsh on canx, THEY DID SO without a question. We get the email from SW last night saying "Our flights are impacted" (no CANCELED) so I call and am told I cannot get my money back to aid me paying our mortgage and bills - but CAN GET CREDIT, we have both become unemployed since C19 lockdowns. We have no idea IF or WHEN we may ever be able to afford another trip like this. Extending flight credit is a crock! We need the monies to pay bills and survive this, we didn't choose to cancel and your agents saying "SW didn't canx either, C-19 did" is disastrous PR when AIRLINES ARE GETTING A MASSIVE BAIL-OUT BY GOVERNMENT (using taxpayer monies) talk about winning all ends up....wow C-19 is a win for SW - keep all the customers monies, some will die, others never recover financially so the bank will be full and THEN you get you government cash and the credit is never used - you clever nasty people.
 
I am stunned, I will never consider SW as a Customer First organisation. I always use you, we  also have a flight  to Austin booked....but I have to say, free bags is one thing, but this is just wrong, all wrong. As a result of C-19 we may well lose our house, we have no idea financially whether we will get better anytime soon, nor for that matter do we know when or if it will be safe to travel again - but when I do, I doubt SW will be the 1st choice as once was.
 
I hope others feel like I do as SW really do know a win win when they see one, instead of clapping in appreciation for what was once the best service in air travel, it is a slow-clap of sheer disbelief at the crass short-sighted-ness in a very troubled and financially stressed world. What good is flight credit when we cannot pay our mortgage next week!!
 
When you get your bail-out check spare a thought for the millions left unemployed and facing eviction and repossessions while you count their monies already in your bank SW!
 
We got a stock, form reply from SW - they never read the email, they are not a customer oriented airline. What is a flight credit worth when the world is in turmoil. They are THE ONLY Co that has so far not helped...enjoy the bailout SW you have had your last dime from us.
14 REPLIES 14

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

bwallet
Frequent Flyer A

If Southwest canceled your flights then according to both the CoC and the DOT guidance, you are entitled to a refund. Insist and cite both. 

 

In the meantime, assuming you lost your job, you should be able to fall back on savings for at least a month or two. If not, then why were you taking vacations and such before building up some savings to weather a week or two without a job? Stimulus payments are coming soon. Unemployment will now replace 100% of lost income (plus, I understand, $600 a month).

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

AnyoneButSW
Explorer B

4x they said no on the phone and once via email. Then today they "adjusted their answer" after reading their own guidelines and agreed to refund. But it was far from easy or pleasant.

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

jksobonya
Aviator A
Solution

I would argue that Southwest is hardly profiting right now, even with government assistance (source: https://www.cnn.com/2020/03/27/business/airlines-bailout-outlook-coronavirus/index.html) - if your flight was cancelled your travel funds should expire in June 2021 which should hopefully be plenty of time to go on whatever trip you were planning to take. I would hope that things will return to normal long before the summer of 2021 - hopefully by THIS summer we'll get things back to as they were before. You may also want to contact Southwest privately via social media (Twitter, Facebook) to see if you get a different answer than who you spoke to on the phone regarding your travel funds and getting a refund.

 

--Jessica

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

gsking
Aviator C

You lost me at "Southwest profiting from Cov-19.". That statement reflects such an utterly incorrect understanding of the situation that I just ignored the rest of your ramblings.

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

AnyoneButSW
Explorer B

Well, they said no 4x against their own guidelines, then at 5th time of asking they 'read' their rules and agreed to refund. And on "benefitting from".....I'd say cancelling flights and keeping the monies + accepting government bailouts (of tax-payer money) was kinda double dipping. The worst part was the way they dealt with it "we didn't cancel your flights, Covid-19 did"

 

Anyway, have a great day. I will go off and pay the mortgage.

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

NicoleAshley
Employee
Employee
Solution

Hi @anyonebutswa. Thank you all for coming here and sharing your concerns. I know everyone is hurting, and I'm so sorry if we've been letting you down throughout these unprecedented circumstances. While we are not making exceptions to refund nonrefundable fares canceled by our Customers, I urge you to contact Customer Relations to discuss your individual situations if Southwest canceled your reservation. It's important to note that our Customer Relations Department is a different Department than 1-800-I-FLY-SWA. While Customer Relations' phone lines are not open on weekends, they respond on Facebook and Twitter 24/7/365. Thank you.

Nicole
Community Manager

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

AnyoneButSW
Explorer B

I have called SW 4x and emailed several times, they blank  me at every turn. They have my complaint in triplicate at least. I was polite and respectful then, but now, not so much, this has been a real win win for SW, keep the monies and grab the bailout. Sweet!

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

SWDigits
Aviator A

@AnyoneButSW wrote:

I have called SW 4x and emailed several times, they blank  me at every turn. They have my complaint in triplicate at least. I was polite and respectful then, but now, not so much, this has been a real win win for SW, keep the monies and grab the bailout. Sweet!


@AnyoneButSW I don't work for Southwest but I'm active here in the forums.  I am completely serious when I state that what you're going through has me questioning if I should continue to participate in these forums.  I still hold out hope that Southwest will do the right thing for you.

 

I am here in the forums because I love aviation, like to help folks, and feel like Southwest usually treats folks the right way.  Are you able to let me know, here in the forums or via direct message, if you are able to get refunded?  Believe it or not, how this is resolved for you will impact my future participation here.

 

Thank you in advance!


Customer | Home airport DCA

Re: Benefiting from Covid-19 - SW profiting, while we can't pay our mortgages

AnyoneButSW
Explorer B

I have just spoken at length to someone in Customer Relations and after explaining what SW had said previously the operator looked up the latest SW memos and aviation rules etc and AGREED A FULL REFUND but it took ages. She also explained that as it was a Government mandated cancellation they had to refund. 

 

Thank you,  SWDigits.