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View Full Version : Southwest Credit vs. Refund


luvsgrumpy
02-19-2009, 04:03 PM
Just got off the phone with Southwest to request a refund (since my flight remained the same but the price dropped) Anyway, I was told 2X that since I had at one point changed our outbound flight to an hour earlier to get a much better price, I was not eligible for a refund on the inbound flight when that price dropped (no flight change was made, just rebooked it) Long story short, a supervisor called me back and after she did some checking (I said very little during the conversation), she said that in fact she could refund me for out inbound flight only. I'm okay with that, would have loved to get it all but never expected it.

Moral is, be persistant, I do not know if an exception was made for me or not but during two different calls today, I was put on hold 2-3 times while they "researched" things and checked with supervisors, etc. before I got the response I was expecting.

Sorry to vent, but it would take me two days to explain this to my DH if I was to tell him all about it - not clueless, just not interested in this stuff at all!!

SoonipiLady
02-19-2009, 05:22 PM
but the price went down on our flights over $500.00 I could actually get the money back??? I've never tried this before, just always used the credit. The cash would really help out right now!

Karen

miss missy
02-19-2009, 05:47 PM
there are rules on their site, it depends on what you booked, wanna get away vs ding etc...

SoonipiLady
02-19-2009, 06:05 PM
they went from 361pp to 289.20pp. I rebooked and have a credit, but with 7 in our party, it adds up fast. I'll have to check out the site. I just thought it was always a credit unless you bought a fully refundable flight.

Karen

miss missy
02-19-2009, 09:01 PM
they went from 361pp to 289.20pp. I rebooked and have a credit, but with 7 in our party, it adds up fast. I'll have to check out the site. I just thought it was always a credit unless you bought a fully refundable flight.

Karen

I believe a ding is credit only. But just call them and ask, even though it shows as credit, it may be able to be refunded to your card. I believe if you book/rebook on line, it always goes to a credit, but you have to call to see if it can be refunded.

LoveMyBoys
02-20-2009, 07:17 AM
From what I know is if your flight time/date and type of fare stayed the same and just the price went down (like a web special of $89 for your flight went down to $59 web special) you can get a refund, unless things changed recently.

mareed
02-20-2009, 09:05 AM
From what I know is if your flight time/date and type of fare stayed the same and just the price went down (like a web special of $89 for your flight went down to $59 web special) you can get a refund, unless things changed recently.

I had this happen last Fall and when I called, they said it wasn't their policy to issue a refund even in this situation, but that they'd make a one-time exception and do it for me. I think they used to be much more free with issuing refunds in situations like this, but it's getting much rarer now. And when you call, do keep in mind that their policy clearly states that you'll get a credit to use within a year, so if they do issue a refund, they are simply doing you a favor.

vt_disney_fan
02-20-2009, 10:31 AM
I had this happen last Fall and when I called, they said it wasn't their policy to issue a refund even in this situation, but that they'd make a one-time exception and do it for me. I think they used to be much more free with issuing refunds in situations like this, but it's getting much rarer now. And when you call, do keep in mind that their policy clearly states that you'll get a credit to use within a year, so if they do issue a refund, they are simply doing you a favor.

Exactly. I just ran into this this morning, when the return leg of my flight went down. I changed the flights online to the lower price, resulting in a $48 credit. Nothing changed - flight times, flight numbers, passengers - only the lower price. I then called and requested a refund instead of a credit, as I've done before (successfully, I might add), and was told that as long as I didn't change fare classes, they could do it. Lo and behold, I had changed fare classes. You can't see it, you have to have them look it up for you.

So if you change fare classes, you have to take the credit. I did ask why I have been able to do this in the past, and she mentioned that they used to be much more relaxed about this, but now they were under tighter scrutiny from their own auditors (I would assume internal), so they were really going by the book. The days of refunds, except in rare situations, may be over.

LoveMyBoys
02-20-2009, 10:38 AM
You know, it sounds like since they changed to the new 3 fare bucket system online, we can't really tell which fare we are booking. Before it used to be that you could see that. Now if you are booking the Wanna get away fare, you are not sure which one it is within that fare bucket. I still find it is easier (and cheaper) to make changes with SW than any other airline, but not as great as it used to be.:)

vossjemi
02-20-2009, 01:29 PM
Wow, wondering if I should call and give it a try. I booked our flight a couple weeks ago. Last sunday, price went down but for only 2 tickets, so I had to cancel all 6 tickets and rebook 2 separately at the lower price and the other 4 at the same price I had originally, resulting in a $54 credit. Since this wasn't technically a change res but a cancel and rebook (only way I could do it to snag 2 of the tickets at lower fares), could I get a refund instead of a credit? Or did I wait too long?

kerry1140
02-20-2009, 07:38 PM
1st time air traveler. Our rates dropped on the same WGA flight through SWA. I just figured I was stuck with a credit I had to try to use or sell. After reading this thread, I called SW and they are refunding the difference
Thanks ALOT!!!!!

LoveMyBoys
02-20-2009, 07:56 PM
1st time air traveler. Our rates dropped on the same WGA flight through SWA. I just figured I was stuck with a credit I had to try to use or sell. After reading this thread, I called SW and they are refunding the difference
Thanks ALOT!!!!!

Glad it worked for you:thumbsup2

vossjemi
02-24-2009, 10:21 AM
Wow, wondering if I should call and give it a try. I booked our flight a couple weeks ago. Last sunday, price went down but for only 2 tickets, so I had to cancel all 6 tickets and rebook 2 separately at the lower price and the other 4 at the same price I had originally, resulting in a $54 credit. Since this wasn't technically a change res but a cancel and rebook (only way I could do it to snag 2 of the tickets at lower fares), could I get a refund instead of a credit? Or did I wait too long?

Well, I called & yep, got a refund! Yeah!!!!

My 2 princesses
02-24-2009, 09:22 PM
thanks to this thread, I actually took a chance and called SWA. To my surprise, they gave me a refund, no questions asked at all:cool1: Our trip was last September, to boot. Though we are seriously thinking of going again this year, I just like the flexbility of going when I want and not trying to book before the refund expires etc.

Thanks once again to the OP for bringing up this topic. You guys and SWA rocks:woohoo:

vossjemi
02-25-2009, 01:30 PM
Ok well, as you know from above, I had to split our 6 tickets into 2 res to get 2 of the tickets cheaper (savings of $54). Well, today the higher price of $99 went to $98. Woohoo! LOL I thought, should I? Ok, why not. So, I did the change res on the other 4 tickets that I had, with a whopping savings on TTF of $4! Anyway, I'm wondering should I call over $4 to get a refund or wait a bit perhaps to see if it goes lower to make it worth the call? I'm definitely staying with the same flight and have all along. Will they keep refunding multiple times if I keep changing to get the lower rate on the same flight?

mrsheppo
02-26-2009, 10:35 PM
My return trip tickets went down from my purchasing them on Tuesday resulting in a $90 credit. I called SW to request a refund to my credit card and I was told since it was a non-refundable fare, I could not get a refund, only a credit. I was kind of bummed but I will see if anyone I know is going to be flying SW in the next year and will buy it from me.

Scott R. Scherr
02-27-2009, 08:53 AM
I am confused. Last Friday, our outgoing flights dropped from $69.00 to $54.00 for a family of four ($60.00) and I rebooked online. I called and requested a $60.00 refund. My request was granted.

Today, my return flight dropped from $69.00 to $54.00. Modified my return flight online. Called and requested a $60.00 refund. Noticed I still had travel funds for my outgoing flight and asked why it had not been refunded.

She told me that the entire amount would be refunded after my travel dates because I could make changes between now and then. Is this Southwest's policy on refunds? Do they make you wait for your refund after your travel has completed?

Scott

Scott R. Scherr
02-27-2009, 09:06 AM
Called back. The person before made a mistake. I am entitled to an immediate refund.

Scott

I am confused. Last Friday, our outgoing flights dropped from $69.00 to $54.00 for a family of four ($60.00) and I rebooked online. I called and requested a $60.00 refund. My request was granted.

Today, my return flight dropped from $69.00 to $54.00. Modified my return flight online. Called and requested a $60.00 refund. Noticed I still had travel funds for my outgoing flight and asked why it had not been refunded.

She told me that the entire amount would be refunded after my travel dates because I could make changes between now and then. Is this Southwest's policy on refunds? Do they make you wait for your refund after your travel has completed?

Scott

poohmickey
02-27-2009, 09:33 AM
I made changes to a flight online and it asked me if I wanted a refund or a credit. I was a little confused because it had always just given me a credit before.

:flower3:

Scott R. Scherr
02-27-2009, 09:38 AM
Did you make changes within 24 hours? Southwest will refund within 24 hours.

Scott

I made changes to a flight online and it asked me if I wanted a refund or a credit. I was a little confused because it had always just given me a credit before.

:flower3:

poohmickey
02-27-2009, 10:58 AM
Did you make changes within 24 hours? Southwest will refund within 24 hours.

Scott


Thanks for th info. I'm not sure if it was within 24 hrs - I made a lot of changes. I will pay more attention next time.


:flower3:

vossjemi
02-27-2009, 12:52 PM
My return trip tickets went down from my purchasing them on Tuesday resulting in a $90 credit. I called SW to request a refund to my credit card and I was told since it was a non-refundable fare, I could not get a refund, only a credit. I was kind of bummed but I will see if anyone I know is going to be flying SW in the next year and will buy it from me.

Did you call the 800# or the cust service #. You should be calling 214-792-4223.

mrsheppo
02-27-2009, 11:55 PM
Did you call the 800# or the cust service #. You should be calling 214-792-4223.

UPDATE - I called the 800 # this morning and spoke to a great customer service rep and they refunded the difference back to my credit card.:cool1:

disneydreamgirl
03-15-2009, 10:30 AM
After reading this thread I thought I'd give a request for a refund a shot, too. No such luck this morning, but I was given the 214-792-4223 number and will try tomorrow for a refund there. Hope it works out...

Anyone remember who they spoke to? Jimmy at SW was very nice, but he was not budging!

renateb
03-15-2009, 08:48 PM
FYI - I had credits that I knew I wouldn't be able to use before they expired. I sold them on e-bay. I got very close to face value for these. Very simple transaction since you just e-mail the winning bidder certain information, nothing personal.

conniehar90
03-17-2009, 02:53 PM
I tried for a refund today on $500 of travel funds I have from our Xmas trip. No luck - I called both numbers. I wasn't too concerned as I was planning on using the funds for a July trip. Only problem is that the funds expire 4/9 and I didn't realize that I couldn't extend that date until 4/9. I wanted to book the July trip today as the prices on my flights dropped.

Also, I was told that my credit is attached to 2 tickets so the extension price would be $100 rather than $50. Any way around this?

Thanks for any advice!

disneydreamgirl
03-17-2009, 07:08 PM
I had the same message as Connie when I called about my funds to both numbers. Kinda annoyed about the assignment to two tickets so I would lose $100 off of a $240 credit...so I'm going to have to find a way to offload the credit, whether it be ebay or via someone here who would be travelling before May 30. The person would not budge...I'm considering calling one more time before I venture into the unknown-to-me world of ebay!

conniehar90
03-17-2009, 08:27 PM
I am going to call back tomorrow as I am confused about the 2 ticket issue. I only have one confirmation number and that trip was for our family of four, so I have no idea how the magic number became 2. I would think it would be one (conf. number) or four (passengers).

vossjemi
03-17-2009, 11:24 PM
I've read on here about the 2 ticket issue before, but I haven't personally encountered it. I'm surprised you don't have a 4 ticket issue as I thought what I'd read was that the $ is assigned to however many people were on the res. But, I've also read from some dissers that you need to then take that TTF, book a flight (any flight) under one person's name. So, you may have to do some searching to get a flight at/close to your TTF amount. Then, cancel it. You'll have a new TTF with 1 person assigned so should only be $50 to extend. Now, I've never done this myself, but I've read about others on here doing it successfully.

budbeerlady
03-18-2009, 07:25 AM
Credit of $4... LOL! But $4 is $4 off our next Disney flight in August.

The flight went from $75 to $73 so I am happy! Now IF a ding shows up can I get a credit off the ding fare if I call them or rebook?

Thanks!

conniehar90
03-18-2009, 01:42 PM
Well, it keeps getting worse for me. Not only do I have to wait until April 9th to extend my funds, I was told today that I have to wait for a paper voucher to arrive via snail mail in order to use my funds (7-10 days)!

Rose Marie
03-20-2009, 02:05 PM
FYI - I had credits that I knew I wouldn't be able to use before they expired. I sold them on e-bay. I got very close to face value for these. Very simple transaction since you just e-mail the winning bidder certain information, nothing personal.

This is kind of a OT, but I'm just curious what you listed it under on ebay? I'm in a very similar situation where our fares dropped by more than half and it'd be great to have more money for Disney! :goodvibes

renateb
03-20-2009, 04:37 PM
I don't recall exactly, but look up southwest airline on e-bay and see where other people list them. there are always credits for sale.

disneyfan2
03-22-2009, 09:30 PM
I tried for a refund today on $500 of travel funds I have from our Xmas trip. No luck - I called both numbers. I wasn't too concerned as I was planning on using the funds for a July trip. Only problem is that the funds expire 4/9 and I didn't realize that I couldn't extend that date until 4/9. I wanted to book the July trip today as the prices on my flights dropped.


Thanks for any advice!

We too, have a large credit that expires in Aug and thought we could use it for my DH trip in Sept this year, so when i checked to see that Sept rates will be available in a few weeks to book til Oct, i checked in to get the extension and was told they won't do it til it expires. However, that would be less then 3 weeks, plus if you have to wait til they offer in the mail, i defintely won't get it in time to use? We are in Canada, so our mail will take longer. Has anyone been successful in extending it early? I am willing to give them all the details of DH trip and we would still need to pay the difference.

My 2 princesses
03-23-2009, 10:36 AM
I guess I spoke to early.

The first time I called the 800 number, the lady said no problem, she can do it. I had 2 confirmation numbers and 1 was credited. Called back the 800 number and was told to call customer relations. Duly did that and after a few minutes was told that can be done and give it a week to 10 days to show up on my credit card. Still nothing. Called back last Thursday and luckily for me I remembered the name of the person I spoke to initially, but she was on the phone. The lady I talked to, said no, can't be done and the
1st one was done as a goodwill gesture. OK, will ask the original person to call you back as I insisted she said it could be done. Still no call.

Here's the kicker - the credit is 150 bucks and I was told to extend it, it would cost 50 bucks per passenger. We were 3 of us:sad1:

I'm going to call back if I don't hear from them today.

Schucraig
03-23-2009, 05:18 PM
thanks to this thread, I actually took a chance and called SWA. To my surprise, they gave me a refund, no questions asked at all:cool1: Our trip was last September, to boot. Though we are seriously thinking of going again this year, I just like the flexbility of going when I want and not trying to book before the refund expires etc.

Thanks once again to the OP for bringing up this topic. You guys and SWA rocks:woohoo:

What did you say when you called? We booked a flight in September for November and we have a $120 credit. The problem is we aren't traveling until October this year and I don't want to loose our credit. TIA

My 2 princesses
03-24-2009, 10:57 AM
What did you say when you called? We booked a flight in September for November and we have a $120 credit. The problem is we aren't traveling until October this year and I don't want to loose our credit. TIA


I am getting disappointed with SWA. The 1st time I called the 800 number, and mentioned that I have a credit and I heard that I can receive the money back on my cc as I did not make any changes to my flights, just that the prices went down. Lady on the phone said no problem, can do that. Next thing I know, only 1 confirmation number is credited (I had 2). Called back the 800 number and told me that I have to call customer relations. I did and the lady, after 1st saying don't know why they did it, then said, oh no problem, I can see why they did it etc, so expect the 2nd credit on your cc in about a week to 10 days. Nothing showed up. Call customer relations again, another lady said same thing 'don't know why they did it' but you are not entitiled to a refund, they did it as a good will gesture. OK, so you gave me back one but not the other and if I had the full 300 bucks I might have been tempted to re-book within the 12 month period, now with just half of that, not so tempting. Ask for the 1st person I spoke to, she was not available and left a message for her to call me back. Still no call - from last Thursday. I am at work during their times so can't really call long distance.

Good luck to you...........hope you get it back.

Schucraig
03-24-2009, 12:55 PM
My husband called and they said we could only get a credit. They must of changed the policy because we did get a refund back to our credit card 2 years ago when the flight times and dates stayed the same only the price went down. It is funny that some people seem to have luck while others don't?