southwest airlines customer service policy

#SOUTHWEST AIRLINES CUSTOMER SERVICE POLICY FULL#

I understand that Southwest customer service reps must be completely overwhelmed however, I also have limited time during the work week and cannot be tied up on hold for long periods of time.' Many still seeking luggage 27, 2022, and reimbursement request for rebooked flight on Delta to Orlando International Airport (MCO) since Southwest did not have any available flights for at least five days and I could not wait that long nor risk any further delays,' Matthew Smidowicz said. 'Submitted refund for canceled flight on Dec. Filed in initial reimbursement request on 12/28 with two follow-ups,' Peter McDermott said. 'The form resets, but there is no confirmation page, no case number, no automated email, nothing.'Īs of publication, many requests remain unfilled, and a substantial number of people are still waiting for reimbursement for their extra costs (such as meals, hotels, gas, parking, toiletries and clothing). You enter the reservation number and name and hit submit, and then nothing happens,' Frederick Barber of Dallas said. They believe this tactic is simply slowing down the process overall. The airline's request for itemized receipts versus submitting a screenshot of a credit card statement has irritated Box and others. 'In order to check on the status of anything or ask another question, you have to send another email that creates a new case number.' 'When Southwest responds to emails submitted, all responses are from a no-reply email address,' Box said.

Ironically, it's partially Southwest's antiquated crew-scheduling system that got the airline into this mess in the first place the system failed to handle the volume of reaccommodation requests from pilots and flight attendants, leading to hourslong waits for new assignments and further bogging down the carrier, TPG reported last month. While Box appreciates the airline considering his request, he criticized its 'archaic system' for making him feel like he was 'communicating with someone from 20 years ago.'

I provided screenshots of the credit card charges through Capital One, but they were denied because they weren't itemized.' 'I neglected to get receipts for my meals and gasoline (we rented a car and drove 18 hours home). The only guidance I received was for me to submit an email through their website,' he said. 'There was NO information on what to provide. However, this requirement is not clear in the instructions from Southwest.īy signing up, you will receive newsletters and promotional content and agree to our Terms of Use and acknowledge the data practices in our Privacy Policy.

#SOUTHWEST AIRLINES CUSTOMER SERVICE POLICY FULL#

'We requested a refund for our travel expenses - car, hotel, meals, gas, parking, additional pet care, etc.'Įven so, Box says he was only approved for a partial refund (which he has not received) but was not eligible for a full refund because itemized receipts are required for reimbursement consideration. 'Our flight was canceled, and we decided to drive instead of waiting four days for the next available flight,' customer Larry Box, who was supposed to fly from Dallas Love Field (DAL) to Tampa International Airport (TPA) on Dec. Many of them said the initial request process did not provide specific information about what was required for submission beyond filling out a form online. Refunds receivedĪbout a quarter of people have received full refunds for their affected flights. Overall, almost all readers we heard from are still missing luggage. Of the more than 125 people who responded to TPG by the time of publication, almost all had filed their requests for refunds, but less than a quarter had received them. If you haven't filed for a refund yet, read our step-by-step guide to requesting a refund. We reached out to Southwest for comment, but haven't heard back as of press time.Īmid the chaos, Southwest announced it would honor reasonable requests for meals, hotel stays and alternate transportation incurred by affected passengers. Still, TPG thought it was important to share some of our readers' frustrations. Since satisfied customers are less likely to respond, the answers are more likely to be negative. These comments came from a request for information in the TPG newsletter. If you want to share your story with TPG, please do so here. 2, 2023, to tell us what the process of requesting a refund to the original form of payment for unused tickets has been like. TPG asked readers whose flights were 'canceled or significantly delayed' Dec. This week, Southwest Airlines continues to delay and cancel flights following its massive meltdown over Christmas and into the new year.

Southwest airlines customer service policy