• Report: #281350

Complaint Review: Southwest Airlines, SWA

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  • Submitted: Sat, October 27, 2007
  • Updated: Tue, October 30, 2007

  • Reported By:NEW ALBANY Indiana
Southwest Airlines, SWA
P.O. Box 36647 - 1CR Dallas, Texas U.S.A.

Southwest Airlines, SWA No Refund Granted during the California Fire Disaster Dallas Texas

*Consumer Suggestion: Dad's Experience With SW

*Consumer Suggestion: Southwest Offers a Refundable Fare

*Consumer Suggestion: Southwest Offers a Refundable Fare

*Consumer Suggestion: Southwest Offers a Refundable Fare

*Consumer Suggestion: Southwest Offers a Refundable Fare

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My family and I were planning on going to San Diego for a church conference held in the first week of November. This was planned and tickets were bought through Southwest Airlines in mid July. We purchased the tickets by credit card closed to a $1,000 for 4 people to fly to California from Louisville KY.

Everything was planned with no problem until the fires in California started. This was sad to hear because we have friends out that way that could be in danger. As the fires continue to burn and the media continued to report the disasters going on, we were changing our minds not to go due to the nature of things.

We contacted the hotel that we were going to stay at to verify if they were still open for business and they confirmed that they were but could close any day now due to the fires that are around them. We asked if we could cancel our reservations and they stated yes due to the disaster that would be no problem.

We then contacted Southwest Airlines to verify if flights have been canceled to San Diego and they stated no, we asked if we wanted to cancel our flight due to the disaster going on and get a refund, they stated to us that they are offering full refunds at this time due to the disaster. At that point we were trying to get a hold of the people that were holding the conference but could not get of hold of anyone to see if the conference was going to be canceled or even to verify if it was safe to come out that way.

After a week the fires finally settled down but there is billions of damages still left in the San Diego area that we were plan on visiting. The family decided not to go at this point after we heard that one of the churches that were planning on attending the conference had burned down. Also, we still have not heard from others and other churches were backing out of the conference due to the disaster.

We decided to contact Southwest Airlines back to cancel our flight and we were told that we could not cancel even though there was a disaster in that area and we had called a week before and they said that we could. They told us that we could get credit and fly anywhere we like with the same tickets but we do not plan on going any other place. We just want our money back due to the situation. They stated to us that the tickets were non-refundable and they would not give us our money back.

We hung up with that rep and then called back again to see if we could get a different answer and were told the same thing. They would give us credit but not a refund. We then asked if we had to fly some other place would there be any other fees for the change of destination and they could not give us an answer. We then asked if we canceled the week of our flight could we just pay a cancellation fee and they stated no, because since we are calling two weeks before our flight then they would not honor us calling the week of.

I'm very upset that we can not get our money back due to the situation in San Diego so we are forced to either go ahead to California even though there was an disaster or take some other trip and visit another location that I did not plan on going to. This is crazy and this is not what I call customer service. It is my money and I should be able to decide where I want to go with my money. This is why I'm filling a rip off report because I would like my money back and to tell others that Southwest doesn't care about customers when they already have your money.

Rod
NEW ALBANY, Indiana
U.S.A.

This report was posted on Ripoff Report on 10/27/2007 08:57 PM and is a permanent record located here: http://www.ripoffreport.com/r/Southwest-Airlines-SWA/Dallas-Texas-75235/Southwest-Airlines-SWA-No-Refund-Granted-during-the-California-Fire-Disaster-Dallas-Texas-281350. 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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REBUTTALS & REPLIES:
0Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Dad's Experience With SW

AUTHOR: Cory - (U.S.A.)

Dad's wife's son's ex-wife died in FL on Thur. He and his wife booked fights on SW to go to FL on Thur. When the SW agent asked them what kind of tickets they wanted, he asked them why. The agent told them the REFUNDABLE tickets were $360, the NONREFUNDABLE tickets were $330. $30 DIFFERENCE. He chose the REFUNDABLE tickets. The next day, it turned out they weren't needed in FL so Dad called SW and told them they didn't need the flights and got a full REFUND. YOU contracted with SW to provide a set service at a given price. IF you had paid a small amount more YOU would have been able to cancel the flights but YOU chose the cheaper NONREFUNDABLE tickets. Was it SW's fault CA was on fire? NO. You stated you could have canceled IF you had called a week earlier. You stated you could get a credit for another flight to another location. Is this a ripoff? NO. You further state you were going out there for a church conference. Why don't you go out there anyway and try and do some of the Lord's work by assisting some of those poor folks in need, instead of partying at a church conference.
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#2 Consumer Suggestion

Southwest Offers a Refundable Fare

AUTHOR: Karl - (U.S.A.)

Southwest offers a number of fares. Several are refundable but they cost more than the non-refundable ones. You purchased a non-refundable fare yet you didn't take advantage of the opportunity to recieve a refund. It took you a week to make up your mind and at that time it was too late. Southwest -unique among airlines - doesn't charge you a $100 change fee. They credit the entire amount of your fare to a subsequent trip.

This is far from a "Rip Off" . I'm tired of travellers knocking Southwest when they have a "change" policy that is far different than American and the other airlines. On AA you would be charged $100 to change your trip. Bottom line is that if you purchase a non-refundable fare it is non-refundable.
It is difficult to sympathize with you.
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#3 Consumer Suggestion

Southwest Offers a Refundable Fare

AUTHOR: Karl - (U.S.A.)

Southwest offers a number of fares. Several are refundable but they cost more than the non-refundable ones. You purchased a non-refundable fare yet you didn't take advantage of the opportunity to recieve a refund. It took you a week to make up your mind and at that time it was too late. Southwest -unique among airlines - doesn't charge you a $100 change fee. They credit the entire amount of your fare to a subsequent trip.

This is far from a "Rip Off" . I'm tired of travellers knocking Southwest when they have a "change" policy that is far different than American and the other airlines. On AA you would be charged $100 to change your trip. Bottom line is that if you purchase a non-refundable fare it is non-refundable.
It is difficult to sympathize with you.
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#4 Consumer Suggestion

Southwest Offers a Refundable Fare

AUTHOR: Karl - (U.S.A.)

Southwest offers a number of fares. Several are refundable but they cost more than the non-refundable ones. You purchased a non-refundable fare yet you didn't take advantage of the opportunity to recieve a refund. It took you a week to make up your mind and at that time it was too late. Southwest -unique among airlines - doesn't charge you a $100 change fee. They credit the entire amount of your fare to a subsequent trip.

This is far from a "Rip Off" . I'm tired of travellers knocking Southwest when they have a "change" policy that is far different than American and the other airlines. On AA you would be charged $100 to change your trip. Bottom line is that if you purchase a non-refundable fare it is non-refundable.
It is difficult to sympathize with you.
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#5 Consumer Suggestion

Southwest Offers a Refundable Fare

AUTHOR: Karl - (U.S.A.)

Southwest offers a number of fares. Several are refundable but they cost more than the non-refundable ones. You purchased a non-refundable fare yet you didn't take advantage of the opportunity to recieve a refund. It took you a week to make up your mind and at that time it was too late. Southwest -unique among airlines - doesn't charge you a $100 change fee. They credit the entire amount of your fare to a subsequent trip.

This is far from a "Rip Off" . I'm tired of travellers knocking Southwest when they have a "change" policy that is far different than American and the other airlines. On AA you would be charged $100 to change your trip. Bottom line is that if you purchase a non-refundable fare it is non-refundable.
It is difficult to sympathize with you.
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Report & Rebuttal
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