Southwest Airlines Complaint - Their error....my money...their pocket
I will cut and paste most of what another individual posted here as it also applies to me. Except when I checked in July 09 to make sure my money/credits would still be available to me until Dec.09 in July 09 I was assured by Southwest representative that it was...along with a voucher for 429.50. I called September 09 and guess what I'm informed that my OWN money of 76.00 is gone. The "Supervisor" just kept telling me they were sorry about the representative error but that they could do NOTHING and stated the following as they did to this person: "If you have $1 from a old reservation and add $300 to book a new ticket, the entire $301 expires on the old reservation date. They claimed that other airlines have the same policy which I verified was not true. They also claimed that this policy is clearly on the purchasing screen which is not true. They also claimed that the expiration date is on the top of the confirmation which is not on the fax copy I received.
They have obviously changed their policy to get every dollar out of the Customer whether they have earned it or not. Be careful since there is a new Southwest Airlines and they have a #1 focus on revenue NOT customer service!"
And all they would do is keep repeating how sorry they were. On top of this I had a 51.00 and 30.00 due for 81.00...5.00 was deducted with my ok for 5.00 security fee on subsequent prepaid trip..leaving the 76.00 I had planned to use with the voucher that expires Dec,09. Now that I'm told that 76.00 is gone..I'm told if I had at least 50.00 in one transaction/one way (the other was 30 on return part of trip)...that for a fee of 50.00 I could get MY money back for example I had 51.00 (but since they took the 5.00 security fee from this one...how convenient) only would have 46.00 so not eligible...but if I had 51.00 they'd deduct 50.00 for the "processing fee" and return 1.00 to me. I had to have them repeat this as I couldn't believe what I was hearing. My 76.00 paid on same credit card I've been paying on many flights with them over the years they couldn't/wouldn't return but would credit...then due to their error...they keep, tell me repeatedly they are so sorry but can do nothing..yet if I had 50.00 or more they can with a 50.00 fee! So now, instead of recommending them to so many on principle, I will actively encourage others to use other airlines and will let many know of how unprofessionally I was treated and how greedy this airline is over 76.00.
I have no doubt that they will lose quite a bit of revenue when this is shared. So Southwest are you happy now?
PS. I happen to be a cancer patient when needing to fly in/out national medical center am eligible for free angel fights but try to pay my own way on limited income while I can ...they didn't care.
More Reviews on Southwest Airlines: