Complaint / review / scam report
Southwest Airlines
I made flight reservations June 6th 2014 for myself and...

Complaint / review text:
I made flight reservations June 6th 2014 for myself and my daughter on confirmation for November 27th 2014 from Pittsburgh PA to Orlando Fl. Due to a family emergency, I had to cancel the flight and request a travel credit in the original amount of $586 in September of 2014. When I spoke to the Southwest Airlines Customer Service rep to ask what my options were for reusing the travel credit, I was told by the Customer Service rep that as long as I made my flight reservations before June 6th of 2015, I could reuse the travel credit. I asked if the new flight would have to be scheduled before June 6th 2015, and she said no, as long as I made my reservation before June 6th I could apply the travel credit to the new flight since I have to pay for the flights at the time of reservation.

I'm now trying to book a new flight from Pittsburgh PA to San Jose CA for June 16th 2015 and Southwest Airlines is refusing to allow me to use the travel credit of $586 towards the new flights since they expire on June 6th. They said their policy for travel credits is that new flight must occur within one year from the date of purchase, and that since the travel credit expires on June 6th, I would not be able to use it for a flight on June 16th. This is exactly the opposite of what I was told by their Customer Service rep in September when I asked about cancelling the original flight. I've now lost $586 dollars that I cannot reuse towards the new flights.

I asked if there was any way to extend the travel credit that expires on June 6th until June 16th, and they flat out refused any kind of compromise. I don't feel that I am being treated fairly since I cancelled the original flights more than 30 days before the actual date and they were able to resell the original seats. I also feel that since I have to pay for the new flights at the time of reservation, that the travel credit should be applied since I am trying to reserve a flight in April well ahead of the June 6th cancellation date.

My experience with the Southwest Airlines Customer Service reps was difficult to say the least. The reps kept hanging up on me when I asked questions regarding their policy and forced me to keep calling back. I was also transferred several times from agent to agent having to explain my situation over and over again only to get the same blanket statement about policy regardless of what their own agent told me in September 2014. I feel like I've been robbed by Southwest Airlines.

Contact information:
Author: Contact with Author


Offender: Southwest Airlines

Country: USA
Site: www.southwest.com

Category: Traveling & Tourism

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