- Subscribe to RSS Feed
- Mark Post as New
- Mark Post as Read
- Float this Post for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Get Direct Link
- Report Inappropriate Content
Due to COVID 19, like most people, I could not take my flight in March. When I canceled, I received an email from Southwest which read: "Your refund is on its way (woohoo!)" A month later, no refund, so I called the airline (after receiving no response via email). I was told I would only be receiving a credit due to the kind of flight I purchased. I described the email I received and the highest level person I could talk to told me: "We know there was an error with the emails." Okay - so why was I not contacted? When Ms. Johnson said she was looking over the email I received, she told me there was a section where it explained the "refund" was a credit. This is NOT on my email. I offered to send her a copy of the email I received, though she did not seem to want it. I need Southwest to HONOR their promise made to me via email. I don't care the reason. This is their error and they need to stand behind communications sent to customers.
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Get Direct Link
- Report Inappropriate Content
@alisont wrote:Due to COVID 19, like most people, I could not take my flight in March. When I canceled, I received an email from Southwest which read: "Your refund is on its way (woohoo!)" A month later, no refund, so I called the airline (after receiving no response via email). I was told I would only be receiving a credit due to the kind of flight I purchased. I described the email I received and the highest level person I could talk to told me: "We know there was an error with the emails." Okay - so why was I not contacted? When Ms. Johnson said she was looking over the email I received, she told me there was a section where it explained the "refund" was a credit. This is NOT on my email. I offered to send her a copy of the email I received, though she did not seem to want it. I need Southwest to HONOR their promise made to me via email. I don't care the reason. This is their error and they need to stand behind communications sent to customers.
This is the first I've heard about e-mails promising refunds after a customer cancelled a non refundable ticket.
If you have not been talking with customer relations, that's where to go next.
You can reach customer relations via Twitter (@Southwestair), or phone at 1-855-234-4654 (Monday thru Friday normal business hours).
If you get no satisfaction, I'd suggest a letter to the CEO of the airline. Be sure to enclose a copy of the e-mail you got from the airline
Gary Kelly
CEO
Southwest Airlines
P.O. Box 36647
Dallas, Texas 75235
If the e-mail says what you say it does, and if the airline never sent a follow up "oops we got it wrong" message, then IMO, you are due a refund..
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Get Direct Link
- Report Inappropriate Content
Thank you for your advice
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Get Direct Link
- Report Inappropriate Content
As far as I know the US Department I’d Transportation has given an order to all Airlines that they must provide refunds for travel cancelled in these months.
Just go online file a DOT complaint I’ve been told it’s a pretty quick process (less than 10 minutes) to file and wait to get a response.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Get Direct Link
- Report Inappropriate Content
@Matt4202 wrote:As far as I know the US Department I’d Transportation has given an order to all Airlines that they must provide refunds for travel cancelled in these months.
Just go online file a DOT complaint I’ve been told it’s a pretty quick process (less than 10 minutes) to file and wait to get a response.
That DOT guidance applies only when the air carrier cancels the flight -- not if a customer does. It's a fine distinction, but it's vital. If the customer cancels, they are not entitled to a refund, according to the US DOT, or the Southwest Contract of Carriage.