Southwest Airlines
Reviews and Complaints

On 9/30/24, I bought a ticket for my mom to accompany me on a trip. After purchasing the ticket, I realized I had inadvertently purchased a duplicate ticket for myself.

It was my mistake. I can't fathom how I missed entering her details. I subsequently cancelled that ticket and immediately proceeded to buy her ticket. So, I applied for a flight credit.

I then inserted her information and everything was running smoothly until the payment step. I was unable to use the flight credit to pay for her ticket because the flight credit was under my name. I discovered that the credit was transferable. As a result, we created an account for her, transferred the credit, and subsequently purchased her ticket.

On Oct 2nd, we cancelled the ticket. As the 24-hour grace period for free cancellation and a refund had expired, she received a flight credit to transfer back to me, considering that I was the one who initially paid for the ticket. However, she was unable to do this because a credit can only be transferred once. As a new user with Southwest Airlines, I was unaware that when you receive a flight credit, you can only use it for a flight in your name.

I assumed that I would have a credit to use as needed given it was my money. When we cancelled the flight and she was issued a credit, I expected that I could have it transferred back to me. I'm certain that others also missed this one-time rule. Consequently, it seems that Southwest doesn't care if they trick you out of your own money.

Primarily by issuing you a flight credit that you can't utilize as you desire, and secondly by only enabling a one-time credit transfer. I understand that it was initially my mistake for not registering the ticket in her name, but it was an honest error. Despite this, Southwest had an opportunity to rectify this when I reached out to them and when I filed a complaint. I didn't ask for a refund, I merely wanted the flight credit restored to my name.

Due to this simple mistake, I have incurred a loss of over $711. If I had purchased the first ticket in her name and she cancelled and received a flight credit, she would've been able to transfer it to me with no issues, being the one and only transfer. To people who would suggest that my mom give me $711 and she keeps the flight credit, she cannot afford that. This was precisely why I was buying her ticket initially.

There would be no detriment to Southwest if they simply returned the flight credit to me. They would still retain the $711 revenue. The evidence is clear. They can clearly discern the mistaken duplicate ticket and they apparently know how their 'rules' manipulate this error to defraud me of $711.

I will never use Southwest again. Buyer, beware!