- Report: #1122904
Report - Rebuttal - Arbitrate
Complaint Review: Southwest Airlines No Show Policy
Southwest Airlines No Show Policy2702 Love Field Drive Dallas, Texas USA
Southwest Airlines No Show Policy I am so disappointed in what was one of my favorite companies Dallas Texas
*Author of original report: Southwest Policy Change
*Consumer Comment: Everybody has exceptional circumstances.
*Consumer Comment: What makes you so special??
*Consumer Comment: There's a reason they had to implement the policy...
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I had to fly earlier to my destination with my daughter on another carrier and we did not cancel the flight reservation with Southwest scheduled for the next morning. I usually always cancel the reservation, but there were some exceptional circumstances. When I went to reuse the credit with Southwest, they informed me they had changed their policy 3 months earlier and my funds were lost. I told them I had not been notified of the change and I requested a one time exception. The informed me that the finance department had instructed customer service that there would be no exceptions. The customer service person was generally sympathetic and you could tell she was disappointed in her company and that this wasn't Herb's Southwest any longer. I have flown this airline for thirty years having grown up in Houston and I cannot believe how I was treated as a long term customer over what was a non-cash item for them.
Yes their is language in the fine print about the no show policy. However, this is such a departure from a business practice which has been a basis upon which why many people contract with Southwest, that it should have been called out more specifically in some communication to customers. If Sears stopped accepting returns would it be adequate for them just to put it in the fine print. This was fundamental to why you buy your airline tickets with Southwest. I am very upset about this. I have a sense of fair and what's not fair and their unwillingness to not make an exception over some transition period to those customers who were not adequately informed of the change still shocks me.
This report was posted on Ripoff Report on 02/11/2014 06:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/Southwest-Airlines-No-Show-Policy/Dallas-Texas/Southwest-Airlines-No-Show-Policy-I-am-so-disappointed-in-what-was-one-of-my-favorite-com-1122904. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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