That's actually the section that applies when Southwest cancels a flight. Ticket, or provide a credit for such amount toward the purchase of future travel. The unused transportation in accordance with the form of payment utilized for the Passenger at no additional charge on another of Carrier’s flights, refund the fare for If a Passenger’s scheduled transportation isĬanceled, terminated, or delayed before the Passenger has reached his finalĭestination as a result of a flight cancellation, Carrier-caused missed connection,įlight delay, or omission of a scheduled stop, Carrier will either transport the If you use Twitter don't send any personally identifying information until asked for a direct topic is covered in the airlines contract of carriage ( bolding is mine): I'm not exactly sure of the interface that came up for you during the cancelation, but in other scenarios there could be two options presented with radio buttons, one for refund and one for travel funds so that you could choose (why?) to have travel funds instead of a refund.ĮDIT: clarification from that the MAX waiver process is different than normal cancelationĪnyway - it is possible that this came up and wasn't clear and you may have chosen travel funds, or else it wasn't presented as an option but should have been - either way you should contact Southwest for a refund either calling at some off-hours period (might be relatively easier for you to do from England since your day will be well started when the phone lines first open) or else use Live Chat from the app if you are a Rapid Rewards member, or possibly Twitter. Southwest requires the customer request the refund, however, and until issued the funds are held as Travel Funds. Has anyone had a similar experience that can reassure are entitled to a refund. I have emailed the airline and am awaiting a response but I feel nauseous just thinking about this as it was a 2 person fare, so not small change. We will not be returning to the USA in the foreseeable future after this big trip so a flight credit doesn't work for us - it's literally money lost. We have already booked all our other internal flights with SW - a further 3 flights. I understand Wanna Get Away flights are usually non refundable in the true refund sense, but surely as SW changed the agreement, the circumstances are outside the regular guidelines? I've searched for hours online for an answer to this to no avail. This was not made clear on the page before pressing the 'REFUND' button. The problem is only after I cancelled my rescheduled SW flight was I informed that there is no actual refund but a flying credit instead. Subsequently I had no choice but to book a new flight with another airline. I tried calling but was told the hold time would be 71 minutes - obviously impossible when calling from England on my mobile phone. In trying to reschedule a better option online, all I got was constant error messages and I was unable to do anything on the website. This morning I received an email from SW changing our original booked flight to a much later booking that did not work in with our plans.
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