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DOT reiterates the rules

bwallet
Frequent Flyer A

They DOT reiterated the rules. When the airline cancels the flight, they must refund money. Credit doesn’t work. According to the DOT, there is no ambiguity. 

2 REPLIES 2

Re: DOT reiterates the rules

bec102896
Aviator A

Glad to see the DOT step in and reiterate the rules to all the airlines. 

Re: DOT reiterates the rules

chgoflyer
Aviator A
Solution

Here's a link to the announcement.

 

An important section (emphasis mine):

The obligation of airlines to provide refunds, including the ticket price and any optional fee charged for services a passenger is unable to use, does not cease when the flight disruptions are outside of the carrier’s control (e.g., a result of government restrictions).

 

Also of note:

Because the COVID-19 public health emergency has had an unprecedented impact on air travel, DOT’s Aviation Enforcement Office will exercise its enforcement discretion and provide carriers with an opportunity to become compliant before taking further action.

 

 

What this means for Southwest customers

  • If Southwest (not the customer) cancels a flight, for any reason, you are entitled to a full refund upon request.
  • This also applies if your flight is cancelled and you are rebooked on a different flight.
  • If you've purchased EarlyBird Check-In you are also entitled to a full refund of that fee.
  • If you were previously -- or are now -- denied a refund, reach out to Customer Relations at 1-855-234-4654 or via Twitter or Facebook direct message, and cite the DOT guidance above. There was much policy confusion earlier and some customers who were entitled to refunds were not given them, but the DOT direction allows carriers to correct this mistake.
  • Southwest may reach out to those customers who were wrongly denied refunds as well.
  • If, somehow, after contacting Customer Relations, you are still denied a refund, file a Consumer Complaint with the DOT, and/or dispute the transaction with your credit card provider.

 

As a reminder, this only applies when Southwest cancels the flight. It unfortunately does not apply if a customer proactively cancels their flight. In those cases, you'll receive travel funds, but Southwest is extending the expiration date of those funds to June 30, 2021. If you had associated EarlyBird Check-In, you must request the EBCI fees be "refunded" in the form of a voucher.