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Refund Policy
Refund Policy
03-17-2020 05:29 PM - last edited on 03-18-2020 10:45 AM by NicoleAshley
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I love flying with SWA and it is always my airline of choice when I fly; however, I am very dissatisfied with SWA today. I am cancelling my flight due to the COVID-19 virus. I was informed that because I used a $100 LUV voucher, which expires on 09/30/2020, I must book my next flight by this date, rather than 01/03/2021 which is the date of my original reservation. This is not fair since the end date for the Corona virus is not known. I complained to the representative I spoke with and asked if the LUV voucher could be detached from my cash payment. I was also told that the current SWA policy did not allow her to honor my request. I was also informed that I could file a formal complaint on the web site which I am doing. However, trying to find a place on the SWA site to lodge my complaint was not easy.
I think it is poor business policy to issue someone a discount and then have them lose the ability to book a flight based on the original date of the reservation, especially in light of the fact that my flight cancellation is not my choice, but the result of a pandemic. Now, I am being told that I must call before or by 09/30/2020 and pay $100.00 to extend the deadline by 6 months. This is totally inappropriate given the current circumstance we are in due to this virus.
I wish SWA would follow the model that the Marriott is using during this stressful time.
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Re: Refund Policy RE Confirmation
Re: Refund Policy RE Confirmation
03-17-2020 05:35 PM - last edited on 03-18-2020 10:46 AM by NicoleAshley
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First off because this is a public forum please edit your post to remove all personal information this is for your own security.
To file a complaint you can do so though one of these methods: Submitting a Suggestion and/or Complaint
With regards to travel funds expiring be patient things are changing every day the policy could change as Southwest knows there are a lot of people in this situation. One thing to keep in mind Delta, American, and United have the same exact policy as southwest right now with a credit being valid for 1 year from when you bought your ticket.
-Blake
Re: Refund Policy RE Confirmation
Re: Refund Policy RE Confirmation
03-17-2020 05:51 PM - last edited on 03-18-2020 10:46 AM by NicoleAshley
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Southwest needs to re-evaluate their "application of refund time frame" (which is one year from the date of booking) relative to the current virus impact. It takes an especially flexible business attitude to accommodate and equate to what other companies (Marriott, Cruise Lines) are doing to keep customers loyal and satisfied. We are being penalized for being good planners (booking well in advance) when such global impacts hit the fan.