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I have been a frequent flier of Southwest Airlines for years now. I have only had 1 delayed flight, and that was due to severe weather. They have always been nice and I've never had anything to complain about.

Recently, I changed a flight and had some remaining "ticketless travel" cash that I can use on a future flight. I had $104 but they split it $52 for each of the 2 tickets that I purchased. No problem, I didn't care. Like all their "ticketless travel" cash I was aware that they typically expire 12-months from original purchase. The only problem this time was that they reverted one of my "ticketless travel" $52 increments to a flight 6-months earlier and I didn't know.

I went to use my $104 only to find out that $52 was expired. I called them and very nicely spoke with their customer service and the only thing I got from ERIC in HOUSTON (Who wouldn't give me his last name or ID number, but says he's the only "Eric" in this Houston, Texas location) was "too bad I should have known." and "I can give you out Executive Customer Service and they can tell you the same thing."

So much for me being nice, huh? I then tried calling their Executive Customer Service, hoping to find someone who might actually care about a customer. The only thing I got was a busy signal. I tried calling probably 100 times (no joke) over the next three days. (and I confirmed the number was correct and that there was no other number to call) Finally I got through and was only hold for 37 minutes. I spoke with someone there and she basically said that I should be aware of their policy (which I am) and that I should have known they would revert back to the oldest date possible. (How am I supposed to know that they would split my fares, 50-50 with no correlation to ANYTHING or ANY ticket price - and they would apply that money to a flight over 6 months before) (This also makes no sense, considering that I had to pay additional just to get the flight - so this was now "new" money that I paid to them)

I then wrote an e-mail to their Executive Customer Service explaining how this is ridiculous how they are going to lose a long-time customer over $52. Southwest has always said "We know you have many options when it comes to flying, but we thank you for choosing Southwest Airlines" I do have other choices. JetBlue to be exact. Their ticket prices almost lineup exactly.

So my next flight I booked one-way on Southwest just to use the remaining $52, and I booked my return flight via JetBlue. So unless Southwest actually answers their letters and e-mails I will take my business, the business my family gives them, and the business my professional organization gives them, and go to JetBlue.

Location: New York, New York

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Guest

jet blue cancelation policy yeah that will save you $52 oh yeah and I hope you don't have a second bag caching!

Changes and cancellations made within 60 days of departure date:

$75 per person fee for fares under $100

$100 per person fee for fares between $100 - $149

$150 per person fee for fares $150 or more

Guest

I enjoyed reading Southwest response. The administrative cost amount is smaller than the cost of lost passenger.

Not booking flight with an airline because of service related issue is not a rejection of service, it is rejection of business relationship. Absorbing administrative cost is cheaper than writing a post to many consumer complaint web sites and creating marketing slogans to win old and new customers.

Guest

southwest is just terrible. ic an't even use my voucher until it expires???

Cmon!@! that's ridiculous. my trip is planned one year from wehn i was suppose to go....

i purchased it last march adn have to use it this march for the same trip i couldnt'make last may. WTH, they won't let me use it until it expires???

phairest M

Sorry that happened to you- if nothing else, it seems like they could have made their policy more clear so you could've planned accordingly. Gotta play devil's advocate a bit tho, b/c if I'm reading correctly they don't charge a penalty or change fee for switching flights- FYI nearly every other airline does and it's typically more than $50 (JetBlu lists theirs as $100).

Guest

Thank you for posting this comment in such detail. I'm a frequent Southwest traveler and this situation has happened to me too.

Seeing your post has made me take pause and therefore, I will take my business to Virgin America. (I like their newer planes and roomy seats better anyway!) Thanks again.

Julian D Frv

Here's an email response that I got after almost 2 months!

________________________________

We are sorry to learn that you are upset with the assessment fee associated with reissuing your unused travel funds. Southwest Airlines has one of the most liberal policies in the industry, allowing our Customers to use the full value of their original itinerary, without penalty, toward the purchase of any published fare. Our only requirement is that all travel be completed within 12 months of the original date of purchase.

Although the vast majority of our Customers use their travel funds, we understand that not every Customer will have an opportunity to use those funds before the expiration date. So, as an exception, we will typically offer to reissue unused travel funds in the form of a Southwest LUV Voucher. Please allow me to explain, however, that there are administrative costs associated with reissuing and maintaining our Customers' unused travel funds, especially those that have expired but now must remain "on the books" for another six months. And, while we are happy to reissue these funds, we don't think it's reasonable for Southwest Airlines (or our Customers, in the form of higher fares) to absorb those costs. Instead, we reduce the balance per ticket by $50 in an effort to help offset this expense and our overall liability. Unfortunately we are unable to waive this administrative cost for any reason.

Again, we regret the circumstances that prompted you to write and appreciate having the opportunity to explain our position. We truly value you as our Customer and would consider it a privilege to have another opportunity to welcome you onboard.

Sincerely,

Gabriel, Southwest Airlines

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