[jedivader]

Just a warning: do not book tickets for people other than yourself. If the trip gets cancelled, the funds under the people other than yourself cannot be used by you even if it was on your credit card. As long as the tickets were purchased with your credit card, we used to be able to use those funds in the past. Now, SWA states that they are enforcing an already in place policy that says only the name on the ticket can use those funds. Although, if you want to wait a year and pay $50 more, you can have it reissued in your name (what crap!). My wife has $190 in credit that was charged to her credit card but under her brother and girlfriends name that we cannot use and they never really fly anywhere, so they will not use. Oh, SWA never bothered to send a notice out about this change either. Customer Service told me that it was put in the very fine print at the bottom of ticket reservations. Why would I read that when I was not expecting this type of change? Sounds like SWA was trying to slip one by it's customers because any other time, they send you tons of info by e-mail or U.S. mail.

[Former SWA passenger]

As jedivader says, Southwest is now telling people that they cannot re-use their own travel funds, which SWA allowed many times in the past. SWA says this policy changed in April 2011. But I received no notice of the change, and as a result, relied on the ability to re-use my own money which SWA had allowed without objection several times before.

This new policy contradicts Southwest's website, which provides that:

Did you know: Not all reservations are refundable, but they are all reusable? Should your plans change, all of our fares can be applied to future travel on Southwest Airlines.

This language is posted on the SWA website at:

http://www.southwest.com/html/custom...STOMER-REFUNDS

Jedivader and others in the same situation should review the language Southwest is relying on for this new policy:

Unused travel funds may only be applied toward the purchase of future travel for the individual named on the ticket.

Southwest will tell you that the person who purchased the ticket may not re-use the funds (despite the contrary language on the website).

But one of the "individuals named on the ticket" is the person who paid for the ticket. The purchaser's name and credit card information are a necessary part of the transaction -- otherwise, there would be no ticket. Southwest will tell you that "individual" means "passenger." But that is not what SWA's own terms provide.

Don't let SWA steal your money -- demand a refund, and if you don't get it, see a lawyer.

Good luck and post your experience here.

[kidkate1001]

I have been a loyal Southwest traveler for years. Never again.

I made a res for my daughter to come home for Christmas, to the tune of $720, and she lost her job. I was going to fly down and help her drive back home (a 36 hour drive, by herself, after losing her job, mind you), and I found out that I couldn't use the fare. Only she can.

I explained that I was the one who paid for the ticket, and that I had lost my job also, along with her, but to no avail. They didn't care, just kept referencing the carrier contract.

This is my money. They stole it from me. My daughter isn't going to use this voucher, she just lost her job! They condemn all the other airlines for baggage fees and ticket change fees, but I would have been much better off if I had booked with another carrier, because I could use that money to go help keep my daughter safe on her drive home. And, no, I never got notice of this policy, although they email me all the time about their rewards program.

I will never fly Southwest again, and I will tell everyone I can think of what happened.

[jimworcs]

The terms and conditions of all airlines are remarkably one-sided... but I doubt very much that this story would have panned out much differently with any of the mainline airlines.

It is very frustrating when circumstances such as this arise and the airlines are so inflexible, however, you did choose to buy the cheaper, non refundable, ticket. To describe that as theft is a bit over the top.

[kidkate1001]

I did not expect a refund. I simply wanted to be able to use the funds for another passenger, which I have done in the past with no problems. I paid for the ticket, and I should be able to use the funds as long as I fly with them, but they will ONLY issue in my daughter's name (the passenger), which is a new policy.

They send me all kinds of sale announcements, etc., but never sent me a notification of this policy.

Patently unfair, and unresponsive to a loyal customer. I will never fly with them again, and I will persuade everyone I know to to the same.

[Matt_FLL]

Hi Folks, I agree with you entirely. I am so sorry to hear about these stories with Southwest. Here are three steps to a resolution based on my experience which should work on any airline.

1. Pray for delay.
In most cases, even with a non-refundable ticket, you are entitled to a complete refund if your flight is significantly delayed (most cases 1.5 hours or more). This includes weather-related delays. Same is the case if your flight is cancelled. It's a bit of a workaround, but if you find yourself in that situation again, be on the lookout on the day of departure. If you see that the flight is delayed, call immediately and ask for a refund. Just make sure you do this PRIOR to departure. Some airlines like AA claim that you will lose the value of the ticket (even for the originally booked individual) if you cancel AFTER the aircraft has departed.

This is your best bet. It's quick, easy, and fairly painless. And you get cash back---not a voucher. It's especially helpful if you fly out of a major airport like JFK or MIA. Sometimes it feels like it's unusual to have LESS than a 1.5 hour delay.

If that does not work out..

2. Read the fine print. Check the fare rules of your ticket and learn about how the ticket can be reissued in your favor.

If the fine print is unfavorable...

3. Customer Relations is your best bet. If you had a legitimate hardship (e.g., lost job)--Explain. Sometimes they have a heart and offer you a voucher for the unused ticket which can be used against any name or new reservation. Sometimes they have a heart with a fee. They may charge you a change fee and provide the remaining balance on the ticket.


Hope this helps.

Matt