Southwest Airlines
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Our flight was cancelled around the…
Our flight was cancelled around the boarding time. Their call center could not find any alternative flights for us, so we decide to cancel the weekend trip entirely. Of course, they are not helping us cover any loss on non-refundable hotel, or event the cab fee to/from the airport. The agent over the phone promise a full refund in the original form of payment. Several weeks pass, we did not get the refund back through our original form of payment, but Southwest gave us the travel credit instead. We don’t have any coming up travel plan, and don’t know what to do with the fund. Their customer service is horrible and unhelpful with outrageous wait time (>15 mins over the phone), and email response takes days. After several attempts and so much time wasting, they still denied to help making the refund right at the end. This is a horrible experience for us who already spent >$700 on hotel and commute to the airport without getting to go on the trip. It’s sad but understandable that they are not willing to help with our loss, but not willing to refund back their flight tickets on their own flight cancellation is totally unethical.