CML

Oct 13, 2022

Watch out when booking on Southwest Airlines

We attempted to book a flight from BWI to Indianapolis for Sunday, October 16, 2022 and wanted to use miles. We were in the process of putting in the information to purchase the ticket and got a notice that we needed to purchase additional miles. We purchased $345 in additional miles to have enough for the ticket and then continued to enter the rest of our information for the ticket. When we clicked purchase, we got an error message and it said to call the airline. Upon speaking with a Southwest Airlines representative, we were told that the flight was now sold out. So frustrating. We then asked for our money back for the miles we could no longer use and were told that they were non-refundable. Apparently Southwest thinks it's ok to spend $345 and not even get a ticket for it. When I asked to speak with a supervisor, I was told that they would forward my "case" to Corporate Customer Relations and that we'd hear from them in 10-12 business days. We just received a call from a Customer Relations representative and all he did was explain that he wouldn't refund the money and that it was their policy. The entire process is a bait and switch and should be banned. Southwest Airlines should stop these fraudulent practices and refund customer's money when they can't give them a ticket. We plan to avoid Southwest Airlines whenever we can. Watch out.