[writermom38]

I am very disappointed with southwest! I cancelled 2 tickets on April 25th because of a weather issue at the destination. I was told that I could use the amount for any traveler, not just the ticketed ones. Supposedly on April 29th, they decided to enforce the policy said to have been in place for 10 months and no longer will allow it.

My son has been out of the country for nearly 2 years. We were trying to book tickets for my daughter and her boyfriend to meet my son and his fiance in Dallas. My daughter and son have not seen one another since he left. They have not met the other's new relationship. We have planned an entire week of family/friends reunion based on the fact that we had these funds to purchase tickets. Now, they are refusing to let me use the funds.

It is too far for my daughter and her boyfriend to drive because of their commitments at school. If we don't get this worked out, it will be 6 more months before they see each other as he is moving to the east coast the week after the planned events.

This is very upsetting! If that was the policy on April 25th yet not being enforced, why was I told that it could be done?

I was promised a phone call, but all I got was an email. Makes me feel like a very valued customer. Feeling the LUV!

[jedivader]

My wife and I also have funds that we cannot use. We booked a flight in December 2010 but had to cancel. We were going with another couple and booked all four tickets on our credit card and did not worry because if it did get cancelled, we would just use the funds for ourselves to go elsewhere. Well, we went to use them and the website stopped us. After getting in touch with Customer Service (busy signal for over an hour) we were told the same. Even if the tickets are under your credit card, only the name on the ticket can use the funds. We were told that this has always been their policy but they have now decided to enforce it. Also, a notice was never issued to customers vie e-mail or U.S Mail regarding this. We were told that in the fine print at the bottom of the reservations there was a notice of the change. Sounds to me like they were just trying to slip one buy. So now, we are stuck with $190 that cannot be used. The other couple hardly goes out of town and really never takes SWA if they do. We were told that we could wait a year and pay $50 to transfer the tickets. Oh, so we paid for the tickets with our credit card and now we have to pay $50 more to use them ourselves??? So, after a year we would now have $140 in funds.

What difference does it make who is on the ticket or who uses it?
Why would I read the small print when I was not expecting a change?
SWA sends out mail and e-mail regarding everything else, why not this?

SWA has really become a pile of junk and no longer cares about customer satisfaction/loyalty. They are only concerned about the almighy dollar and trying to keep up wth the other airlines. They have lost all perspective of what made them so great in the first place.

[Gromit801]

I will only address this point:

"What difference does it make who is on the ticket or who uses it?"

Terrorism. A "clean" person buys the ticket and gives it to someone on the no-fly list.

That's why the names have to match up.

[jedivader]

The person who uses the credit still has to provide their name and ID upon transfer and security check. Terrorism (9/11) is just an excuse used too often.

[Gromit801]

Well, it's an "excuse" that is mandated by Homeland Security.