I do not have travel funds. SWA gave them to my kids and grandkids. That's the problem. The person who pays for the tickets should get the refund. This is is a arbitrary and grossly unfair procedure on SWA's part.
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Several days ago I purchased several tickets for my children. The fares subsequently went down significantly so I called SWA to have the prices lowered. They did that, however, the difference went to "Residual Travel Funds" (RTF), which is fine, except they went to my children rather than to me. I reminded the SWA Customer Relations Representative that I was the one who had paid for the tickets but the Representative insisted the refunds could only be posted to the person named on the ticket. I said I thought that was unfair and arbitrary and the Representative said I could have those RTF's put under my name, but that would cost $100 for each ticket! I then asked to speak with a Supervisor but was told my Representative was a Supervisor and anyone above her would only validate what this Representative was saying. After waiting 43 minutes to get to the first Representative I was told the next level Supervisor would have to call me back...within 24-48 hours. But this being a holiday weekend I will (pray, please!) hear back on Tuesday. I have never encountered this policy before and, frankly, do not understand why SWA will accomodate me but only if I pay them $100 per ticket. That is wrong and, to me, very unfair. It is taking advantage of me, the person who paid for all the tickets, and of questionable ethics. Up until now all my dealings with SWA over the many years have been positive. But this matter is baffling to me and seems unwarranted. I would like to have the RTF's applied to me...especially since my children only fly sparingly and may not have the opportunity to use the RTF's within the time limit. Has anyone else had this experience and, if so, how was it handled? Thank you.
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