Southwest....Compensation???

[mousehockey37]

I just wanted to add one more piece of information...

I looked at the time that flight from Orlando to Baltimore (that we did NOT get on) landed and what time the flight from Baltimore to Grand Rapids departed. The flight into Grand Rapids departed 20 minutes before the flight from Orlando landed, so we would indeed have missed our connection. So, yes, what the gate agent told us in Orlando was correct...we would NOT have made it home to Grand Rapids had we gotten on our original flight. I understand why he, nor anyone else in Orlando at the time, was able to offer us any compensation because our departing flight was NOT more than 3 hours delayed. It would have been up to the agents in Baltimore to provide compensation for missing our connection, but since we just wanted to get home, we chose not to go that route.

Like a PP said, I completely understand that *I* initiated the change in itinerary and I know that they waived the fee for the difference in airfare (which was "only" about $100) but *I* am the one who inconvenienced myself and "saved" SWA the hassle and cost of accommodating, re-booking and compensating us in Baltimore. Let me reiterate, I am not looking for anything huge...even a $60 equivalent in SWA RR points would be great...just more of a "hey, thanks for being flexible and helping us out" kind of thing.

I sent them an e-mail, detailing my experience, but without any sort of request for compensation. My main purpose was to try and figure out why I still don't have my RR points for either leg of my trip. I have called twice and got the same answer...and neither person was authorized to "close" the itinerary. Hopefully, the e-mail makes it to someone who can resolve the issue before February.

You have agreed that you initiated the change, not Southwest. They accommodated your request with an "upgrade" to when you could board the plane which is something they didn't necessarily have to do. They could have easily said that they got you on a different flight, take it or leave it as far as when you board.

The moment you offered to do something other than the pre-established route, without having them offer it, you took Southwest off the hook. Had they offered the other flight, you may have a case for pushing for reimbursement for the rental car, etc. Their end of the deal is complete in that you got on a different flight and got to Flint, MI. The rental car is something you'll just have to take a loss for, which, in your situation, was a positive loss as you didn't have to spend a night in Baltimore.

 

[boufa]

I think that you lost all credibility at being reasonable, when you were aghast that you were in boarding group C. They moved your flight, and they moved your boarding order. They did all they reasonably could, in those circumstances. Sorry your plane broke down, at least it wasn't in the air.

I don't fly much, but I had a flight last year where my multi stop trip from Cleveland to Dallas fell apart due to weather at one of my layover stops. SW was beyond awesome on getting me to Dallas another way. I worked with them and offered options (as you did) to change departure airports, etc. They found me several flights, even though the entire country seemed to be affected by the delays. They booked me onto a flight from Cleveland (we were at Akron/Canton at the time). So the agent got me a flight... but it was going to take 6 hours longer. She said while I drove up to Cleveland (an hour drive) that she would see if she could do better. I stopped at ticketing in Cleveland, and they told me that she had gotten me rerouted down to 3 hours longer. The SW agent in Cleveland, for no real reason, since I ended up on a flight I was happy with, looked again, and got me onto yet another flight, but this time it was only 1 hour longer than my initial plan. I would have been OK with 6 hours longer... I just wanted to get on a plane and go... but several different employees at different airports insisted on getting me not just satisfied, but completely happy. (and I was)

 

[kristenrice]

I think that you lost all credibility at being reasonable, when you were aghast that you were in boarding group C. They moved your flight, and they moved your boarding order.

"Aghast" is a strong word....more "disappointed" that I had paid for EBCI with an A19 position, and had to accept a mid-C boarding pass. Of course I understand that I didn't "deserve" to board the plane in some sort of upgraded position. I merely questioned the gate agent about what could be done about my "loss" of EBCI. I was actually surprised that he was able to move us up. There was only one person that boarded in the A1-15 (so there were some openings) and I'm sure plenty of folks in the "B's" boarded during family boarding. I would have taken the C-spot if they'd offered a refund. I simply and politely asked if there was anything he could do...and he did.

 

[Happy_Haunt999]

"Aghast" is a strong word....more "disappointed" that I had paid for EBCI with an A19 position, and had to accept a mid-C boarding pass. Of course I understand that I didn't "deserve" to board the plane in some sort of upgraded position. I merely questioned the gate agent about what could be done about my "loss" of EBCI. I was actually surprised that he was able to move us up. There was only one person that boarded in the A1-15 (so there were some openings) and I'm sure plenty of folks in the "B's" boarded during family boarding. I would have taken the C-spot if they'd offered a refund. I simply and politely asked if there was anything he could do...and he did.

I'll try to be brief...

Mom and I rented a car (one-way) and flew out of Flint to Orlando back in October. We were scheduled to return to Grand Rapids (where we live) on a 5:30pm flight with a 55-minute layover in Baltimore.

When we arrived at MCO (via DME), we saw that our flight to Baltimore was delayed with an estimated departure time of 7:30pm. I quickly realized that this delay would cause us to miss our flight from Baltimore to Grand Rapids, which was the last one of the day. I asked the gate agent what my options would be in Baltimore. Would they hold the plane? He said, "No, if you get on the flight to Baltimore, you will not be able to get to Grand Rapids until tomorrow, at the earliest." He said that overnight accommodations and flight re-scheduling would be handled by the agents in Baltimore. The delay was due to a mechanical issue (not weather) so Southwest would provide some sort of compensation. He could not speculate on what it would be. The official policy is compensation if the flight is delayed or disrupted by 3 hours or more. Since the flight from Orlando to Baltimore was NOT more than a 3-hour delay, the agent in Orlando could not authorize any compensation. Any compensation would have to be arranged and authorized once we landed in Baltimore and missed our flight to Grand Rapids.

I knew that there was a non-stop flight scheduled to depart at 7:30pm into Flint so I asked if we could get on that one instead. He said there were 4 seats left so he re-booked us on that flight. He gave me our boarding passes (in the C's!) and I asked if there was any way we could board earlier since we had originally booked EBCI and had A23 and A24. He stamped our BP's which allowed us to board between A and B and before family boarding.

We ended up landing in Flint at 10:15pm and had to book a one-way rental car to get us home to Grand Rapids. We made it safely home just after midnight.

So, my question is this...should I ask if there is anything that SWA can provide as compensation? I'm not looking for hundreds of dollars or free flights. I would be happy with free drink vouchers or even a couple hundred RR points thrown my way. Oh, and I still have not received the 1,400+ RR points that I earned for that trip. I called and was told it is because I still show a "credit" (because the price dropped and I'd rebooked at the lower fare) and therefore, my itinerary is considered "incomplete". Since I am planning to book our flights for October in February, I'd really like those points, or any other compensation they'd be willing to offer.

Please don't get me wrong...I'm not asking if I am entitled to any compensation. I only fly about once a year and I am not familiar with what can and cannot be done in cases such as this. I know that many times, if you do not ask for compensation, you will not receive it. I am just wondering if I would be out of line by asking.

So which was it? Were your original seats with EBCI A23 and A24 or A 19? Because since yesterday you have changed your mind of where your seats were supposed to originally be. I want to give you the benefit of the doubt here but it's starting to sound a little suspicious when it comes to that.

 

[kristenrice]

So which was it? Were your original seats with EBCI A23 and A24 or A 19? Because since yesterday you have changed your mind of where your seats were supposed to originally be. I want to give you the benefit of the doubt here but it's starting to sound a little suspicious when it comes to that.

Oops! Yup, I got it mixed up with our outbound flight...we were A23 and A24 on the return.

 

[kaytieeldr]

When I offered to fly into Flint (in Orlando), I did ask if they would be able to compensate me the $60 it cost for the rental car. The gate agent there said that he wasn't authorized to do anything because I had not yet missed a connection. I was being pro-active in making the change myself because he already told me that if I got on the plane to Baltimore, I would NOT get to Grand Rapids until the next day *at the earliest*. I guess in hindsight, we should have just kept our original itinerary and let SW pay for the overnight accomodations and provide free vouchers for future travel. I realize now that getting home that night was a bigger priority.

Like a PP said, I completely understand that *I* initiated the change in itinerary and I know that they waived the fee for the difference in airfare (which was "only" about $100) but *I* am the one who inconvenienced myself and "saved" SWA the hassle and cost of accommodating, re-booking and compensating us in Baltimore. Let me reiterate, I am not looking for anything huge...even a $60 equivalent in SWA RR points would be great...just more of a "hey, thanks for being flexible and helping us out" kind of thing.

The time to ask for compensation would have been while you were negotiating for the alternate flight "If Southwest can find some way to reimburse or compensate us for the car we'll need to rent to get from Flint to Grand Rapids, we're willing to take this alternate flight."

 

[lost*in*cyberspace]

It's pretty obvious many commenters here don't fly very often or have never asked for compensation. It's silly not to ask; what will it hurt? The OP's issues were caused by a mechanical problem and she deserves compensation. OP, ignore the naysayers.

 

[supersnoop]

It's pretty obvious many commenters here don't fly very often or have never asked for compensation. It's silly not to ask; what will it hurt? The OP's issues were caused by a mechanical problem and she deserves compensation. OP, ignore the naysayers.

The question was not, "can you ask," or "should you ask." The question was "do they owe anything." As a frequent flyer, it's clear to me that the answer is "no."

 

[mousehockey37]

It's pretty obvious many commenters here don't fly very often or have never asked for compensation. It's silly not to ask; what will it hurt? The OP's issues were caused by a mechanical problem and she deserves compensation. OP, ignore the naysayers.

When the OP presented the solution of taking a different flight, and Southwest complied with that request, there's your compensation. A bonus/extra compensation was given when the gate agent was able to get them on the plane sooner than what their ticket stated.

If nothing was brought up about a rental car, airline miles, etc during the time the separate flight was honored, Southwest is done. They owe nothing more.

 

[OrangeCountyCommuter]

It's pretty obvious many commenters here don't fly very often or have never asked for compensation. It's silly not to ask; what will it hurt? The OP's issues were caused by a mechanical problem and she deserves compensation. OP, ignore the naysayers.

I fly a lot. She's not owed any compensation. Had she NOT changed her routing and SW had not been able to get her to her requested destination within the three hour timeframe she mentioned in the OP then she's owed compensation. But that's not what happened. She changed the routing thereby relieving SW of liability.

If she whines she will probably get a few thousand miles thrown in her frequent flyer account but nothing else.

The part about your miles from this flight not showing due to credit is not correct. You got the agent who just wanted to get you off the phone. Call back and start asking for them!

 

[leebee]

Lean on SW and get your miles posted. I've never had a delay in points posting after flying a "rebooked" flight; I juggle flights on SW all the time to take advantage of price drops. If they tell you they can't do it, ask for a supervisor. If the supervisor can't help, ask who can. You earned those flight points, and they should be in your account.

Also... I'd ask about reimbursement for the rental car. All they can say is no. I didn't notice that anyone here mentions being employed by SWA, so while people on the DISboard might think and believe you are not entitled to compensation, how do they really know what SW will do?

 

[kristenrice]

I sent them an e-mail, detailing my experience, but without any sort of request for compensation. My main purpose was to try and figure out why I still don't have my RR points for either leg of my trip. I have called twice and got the same answer...and neither person was authorized to "close" the itinerary. Hopefully, the e-mail makes it to someone who can resolve the issue before February.

I got the following e-mail tonight from Southwest....


Dear Kristen,

Thank you for contacting us. We apologize for this recent, less than ideal travel experience with Southwest Airlines, and we welcome the opportunity to respond.

We are truly sorry for the lengthy delay of Flight #1718 on October 20, and genuinely regret your frustration and inconvenience. When a flight delay takes place, it's a frustrating experience for everyone involved, including us. There are a lot of things that have to come together for a flight to operate as scheduled, and we normally do a great job of getting our Customers to their destinations in a timely manner. Unfortunately, everything doesn't always go as planned, and we regret that your flight was delayed.

We regret the inconvenience you experienced by changing your final destination, and you can be sure that we have made your feedback about this situation available to our Senior Leaders via our monthly summary. Retaining your future patronage is very important to us, and we want to offer you an incentive to fly with us again soon. While we typically do not provide reimbursement for interim expenses in situations such as this, we’ve issued you and Carol each a fully transferable $150 Southwest LUV Voucher, which will arrive in separate e-mails within the next ten days. Instructions for use are printed on the voucher.

Please know that we have submitted your request for past flight points for you and Carol, and the points should post to the appropriate account within the next three to five days.

We hope that you will give us another chance to show you that we truly value and appreciate your business.


Sincerely,

Amanda Mouldon, Southwest Airlines

.....

Yup, Southwest has definitely won my future business! Wow! I was SO not expecting that...it is way more than anything I would have imagined. Like I said, free drink coupons or a couple hundred RR points would have been great....$150 voucher? What?! That's incredible!

Now, what exactly is a LUV voucher?? Will it expire before we fly again in October?? I guess I will have to wait for the e-mail.

 

[mousehockey37]

I got the following e-mail tonight from Southwest....


Dear Kristen,

Thank you for contacting us. We apologize for this recent, less than ideal travel experience with Southwest Airlines, and we welcome the opportunity to respond.

We are truly sorry for the lengthy delay of Flight #1718 on October 20, and genuinely regret your frustration and inconvenience. When a flight delay takes place, it's a frustrating experience for everyone involved, including us. There are a lot of things that have to come together for a flight to operate as scheduled, and we normally do a great job of getting our Customers to their destinations in a timely manner. Unfortunately, everything doesn't always go as planned, and we regret that your flight was delayed.

We regret the inconvenience you experienced by changing your final destination, and you can be sure that we have made your feedback about this situation available to our Senior Leaders via our monthly summary. Retaining your future patronage is very important to us, and we want to offer you an incentive to fly with us again soon. While we typically do not provide reimbursement for interim expenses in situations such as this, we’ve issued you and Carol each a fully transferable $150 Southwest LUV Voucher, which will arrive in separate e-mails within the next ten days. Instructions for use are printed on the voucher.

Please know that we have submitted your request for past flight points for you and Carol, and the points should post to the appropriate account within the next three to five days.

We hope that you will give us another chance to show you that we truly value and appreciate your business.


Sincerely,

Amanda Mouldon, Southwest Airlines

.....

Yup, Southwest has definitely won my future business! Wow! I was SO not expecting that...it is way more than anything I would have imagined. Like I said, free drink coupons or a couple hundred RR points would have been great....$150 voucher? What?! That's incredible!

Now, what exactly is a LUV voucher?? Will it expire before we fly again in October?? I guess I will have to wait for the e-mail.

I wonder what was said in your email to them to warrant such a "generous" response, since they don't normally do that with the vouchers.

 

[Happy_Haunt999]

I got the following e-mail tonight from Southwest....


Dear Kristen,

Thank you for contacting us. We apologize for this recent, less than ideal travel experience with Southwest Airlines, and we welcome the opportunity to respond.

We are truly sorry for the lengthy delay of Flight #1718 on October 20, and genuinely regret your frustration and inconvenience. When a flight delay takes place, it's a frustrating experience for everyone involved, including us. There are a lot of things that have to come together for a flight to operate as scheduled, and we normally do a great job of getting our Customers to their destinations in a timely manner. Unfortunately, everything doesn't always go as planned, and we regret that your flight was delayed.

We regret the inconvenience you experienced by changing your final destination, and you can be sure that we have made your feedback about this situation available to our Senior Leaders via our monthly summary. Retaining your future patronage is very important to us, and we want to offer you an incentive to fly with us again soon. While we typically do not provide reimbursement for interim expenses in situations such as this, we’ve issued you and Carol each a fully transferable $150 Southwest LUV Voucher, which will arrive in separate e-mails within the next ten days. Instructions for use are printed on the voucher.

Please know that we have submitted your request for past flight points for you and Carol, and the points should post to the appropriate account within the next three to five days.

We hope that you will give us another chance to show you that we truly value and appreciate your business.


Sincerely,

Amanda Mouldon, Southwest Airlines

.....

Yup, Southwest has definitely won my future business! Wow! I was SO not expecting that...it is way more than anything I would have imagined. Like I said, free drink coupons or a couple hundred RR points would have been great....$150 voucher? What?! That's incredible!

Now, what exactly is a LUV voucher?? Will it expire before we fly again in October?? I guess I will have to wait for the e-mail.

You'll find what you need here: https://www.southwest.com/html/customer-service/purchasing-and-refunds/fop-pol.html

 

[kristenrice]

And, in the interest of full disclosure, here is the letter I wrote to Southwest....


Dear Southwest Airlines,


I am writing to you about my experience with my flights on October 15 and October 20, 2015. My mother and I were travelling together to Orlando. We live in Grand Rapids, but because of the flight schedule and price, we opted to get a one-way rental car and fly out of Flint, with our return flight coming in to Grand Rapids.

Our flight from Flint to Orlando on October 15 was wonderful. We departed and arrived on time and our in-flight experience was excellent.

Unfortunately, our flight home on October 20 was slightly more difficult. We were scheduled on a flight that departed Orlando around 5:30pm with a plane change and layover of about 1 hour in Baltimore. Unfortunately, when we arrived at Orlando, we saw that our flight was delayed with an estimated departure time of around 7:30pm. I quickly realized that this would cause us to miss our connecting flight from Baltimore to Grand Rapids.

I immediately asked a gate agent what would happen in Baltimore if we missed our connection. He advised me that if we got on the plane in Orlando, we would not be able to get a flight to Grand Rapids until the next day. He could not speculate on what could or would be done for us in regards to overnight accommodations.

I knew that there was a non-stop flight scheduled to depart Orlando at 7:30 which would arrive in Flint around 10:15pm. I asked the gate agent if he would be able to put us on that flight instead. He checked and found that there were a few seats left so he issued us boarding passes for that flight. He was able to get us a boarding position between the A and B groups because we lost our Early-Bird boarding position from our original flight.

Due to the fact that we were now landing in Flint instead of Grand Rapids, we needed transportation to our final destination. I was able to secure a one-way rental car to get us home and after a very long day, we arrived safely home just after midnight.

My main reason for contacting you involves my Rapid Rewards account. Because I had re-booked my itinerary after the price dropped, I received a credit. Most of that credit has been used, however there are a few dollars that remain linked to my itinerary. I have not received any of my points yet and I was told it is because my itinerary is still considered “incomplete” because that small credit still remains. I have no plans to fly until October of 2016 so that credit will not be used. I am planning to book our flights as soon as they are released in February, but I would like to have all of my points available. I ask that my itinerary be closed so that the 1,400+ points can be credited to my account before I need to book my next flight.

I appreciate your consideration in this matter. As long as Southwest continues to provide non-stop service from Grand Rapids to Orlando, it will be the preferred airline of my family.


Sincerely,


Kristen Rice

 

[kristenrice]

You'll find what you need here: https://www.southwest.com/html/customer-service/purchasing-and-refunds/fop-pol.html

Thank you...that answered almost all of my questions. I just have one...what is the typical/standard expiration date? Our next trip isn't until October so hopefully it won't expire before that. If it does, I cannot complain...I genuinely appreciate the gesture and the consideration behind it.

 

[Happy_Haunt999]

Thank you...that answered almost all of my questions. I just have one...what is the typical/standard expiration date? Our next trip isn't until October so hopefully it won't expire before that. If it does, I cannot complain...I genuinely appreciate the gesture and the consideration behind it.

That, I don't know. I would think it would be about a year, but you won't know for sure until you get the email with the voucher and pin in it (it will also show the expiration date).

 

[monarchsfan16]

Typical expiration date is one year from issue date.

 

[kristenrice]

Typical expiration date is one year from issue date.

Thanks! That means we should definitely be able to use them!

I called my mom to tell her, but I ended up talking to my dad instead. He has never flown SWA and that was my mom's first time with them. He was skeptical because of their open seating but I reassured him that they do a great job and it's really not that big of a deal. He likes structure and he doesn't always deal well with change. When I told him that mom now has a $150 voucher, he about fainted! It's ironic that I was just over at their house TODAY, talking with him about flight times and budgets. This really made his day too.

 

[wilkeliza]

It's pretty obvious many commenters here don't fly very often or have never asked for compensation. It's silly not to ask; what will it hurt? The OP's issues were caused by a mechanical problem and she deserves compensation. OP, ignore the naysayers.

I fly somewhere under a standard business traveler. Between visiting family in FL and Texas as well as my runDisney events and family trips, I average about 10 round trip flights a year. In that time I have learned that the time to ask for compensation in when you arrive at your destination if it is a rental car need or extra taxi cost etc. Also if a flight is delayed and you might miss something the time is at check in or at the gate. Several months later gets you a sorry. I am shocked South West gave anything. Thing is they gave SW credit which costs them nothing. I would have asked for the rental car money as soon as I landed in my final city if that was a big deal to me. Of course I usually fly into NYC, Houston, Orlando, or Fort Lauderdale so in NYC there are 2 other airports that would cost me marginally more to get home from, Houston there are 2 that would cost me exactly the same, and Fort Lauderdale we could do Miami since we are going to Boca and it wouldn't cost us much difference since family is who picks us up. Orlando is the only place we would have an issue but we have only ever been on cancelled flights due to weather and at that point there isn't much you can do. Just have to call Disney and pray they are nice and let you rebook and not face the cancelation fee.