I have been trying to contact Southwest via email and phone to no avail. I sent them the email below. This is the second request that I have sent. On October 18, 2018, I booked 23 flights for students for a robotics tournament for Brentwood Academy. Because I reserved those spaces, I was charged (and agreed to the charge of) $1150.00. Other than a verbal confirmation number (VVXG52), I was given nothing else. I did not receive a contract, the excel sheet or the authorization form from Southwest Airlines. I informed the woman on the phone of this (and I did not write down her name because I didn’t think it necessary), and she tried to send it again. When I didn’t receive it the second time, she suggested that the email may take a bit and we hung up the line. However, because the charge came through on my credit card, I did not think that anything else needed to be done. Again, I never received or signed any contract/authorization for this. Today, January 10, 2019, I contacted Southwest (1-800-435-9792, 1-800-243-8372, and 1-800-433-5368 for a total of 1 hour, 38 minutes), and I was told that my reservation had been cancelled. I was also informed that I would not be able to get a refund of the $1150.00, nor have the original flight prices given when booked again (original price was $188, the new price was over $300). Shelley, the supervisor, was extremely nice, and with her help, we rebooked the flights at the increased price. She was absolutely delightful, but she was not authorized to refund/change any flight charges. She attempted to email me the confirmation, and I did not receive it on my school email. She asked for my personal email, which I very seldomly check, and the confirmation came through. I realize that Southwest Airlines has many policies in place, but I am asking that you reconsider refunding the $1150.00 to our school account. Brentwood Academy flies Southwest regularly (I booked two trips today—one for 21 people; the other, 9 people). We plan to take at least four more trips during this school year, and I know that Southwest is one of the most used airlines at BA. If you cannot directly refund the account, could we at least have a credit of $1150.00 for future trips? Has anyone else experienced this? If so, how did you proceed?
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