So, I went to add all of our passport info to our Southwest flights (we depart in 2 weeks). We have 8 travelers each way and like 10 different confirmation numbers (because of credits, etc). Well, I put in my kid's confirmation number (ages 23-7) and their flight was CANCELLED. Whaaatt?
So I was on the phone with SW for 2hrs7mins while they straightened it out. They can't explain why, but the system auto-cancelled the reservation. All of our reservations were fine.
But here's the kicker- at the 2 hour point, the agent says, the good news is we've recreated the reservation. The bad news is we can't get the reservation to go through without charging you a $0.42 tax difference per person, as taxes have gone up. Seriously SW, you can't cough up $1.68 after taking two hours of my time? I just paid it because it had been TWO HOURS at that point, and then she explained to me that actually, they were refunding the whole taxes I paid and then recharging them to the card I just gave her. So that's going to screw up my airline incidental credits, but at this point, I couldn't take anymore.
The truth is, there were a lot of changes with these flights with the magical change window, and the IT desk had to be like, WTheck is going on here? She volunteered that I contact customer relations because of the error on Southwest's part. But, I think I'll let sleeping dogs lie
Now when I look at my account, it's up 28,000ish points for what is listed as "customer service adjustment." So that was very kind, if it was intentional. I value that at about $400, so I think I can just quit my whining about my airline incidentals and my $1.68 in extra taxes.
Despite them auto-cancelling the ressie, Southwest still has the best service and value proposition anywhere in the air. I am happy to continue to give them my business.