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Post by brookeq on Jun 21, 2016 18:36:18 GMT
Has anyone had southwest say you cancelled your flight when you did not.
My husband is not on our return flight home from across the country.
Myself and my two young kids are.
The lady on the phone said we cancelled it online. I have no email receipt of this. I just went through my emails. I have had to cancel in the past and you get an email for your records.
We asked the customer service rep to put him back on the flight since we didn't cancel. Of course she can't. She gave us an email to send our issue to and they will get back to us in 30 days. Well our flights are in 20 days. Not going to work.
I have put my husband in charge of this since it's his flight that he used his rewards to buy. I told him to call back and go higher up. I was just wondering if anyone else had this happened and how it played out.
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Post by mom on Jun 21, 2016 18:38:35 GMT
They should be able to provide proof you canceled. Can they? Just saying you did it online won't cut it. There should be a paper trail, as well. A refund issued, etc.
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Post by freecharlie on Jun 21, 2016 18:47:07 GMT
I'd keep calling. That sounds like bs to me. Does he have a cancelation email in his email since he booked the tickets? Are you sure he booked it? Is the notice in a spam folder?
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Dani-Mani
Pearl Clutcher
Posts: 3,706 
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Post by Dani-Mani on Jun 21, 2016 18:54:14 GMT
I'd be going to the nearest airport with a southwest ticket counter
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Deleted
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May 14, 2024 14:55:38 GMT
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Post by Deleted on Jun 21, 2016 19:22:29 GMT
Have his rewards been credited back to his account? If so, you might see when that happened. Is the flight so full that he can't now get a ticket? I thought SW was the one airline where they didn't blackout seats for rewards but as long as there was a seat, he could book it.
Did you book them all together? It would be odd that one would be cancelled and not all if they were booked together. But if they weren't, I could see a mistake being made (on either side) and notification happening to him and not you if it was his email on the account that got his ticket.
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Post by brookeq on Jun 21, 2016 19:49:46 GMT
Have his rewards been credited back to his account? If so, you might see when that happened. Is the flight so full that he can't now get a ticket? I thought SW was the one airline where they didn't blackout seats for rewards but as long as there was a seat, he could book it. Did you book them all together? It would be odd that one would be cancelled and not all if they were booked together. But if they weren't, I could see a mistake being made (on either side) and notification happening to him and not you if it was his email on the account that got his ticket. He booked with his rewards immediately after booking our flights. We only had enough for one free flight. I had him check his email and he has no email from south west confirming that he cancelled. But the points are back in his account right now. The flights have gone up $200 since he booked so that is why we didn't just book it again. |
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Deleted
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May 14, 2024 14:55:38 GMT
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Post by Deleted on Jun 21, 2016 20:19:38 GMT
The record locator (eg confirmation number) should show the cancellation and link to the customer notification email. As much as I love Southwest, not every agent knows how to use their reservation system to its fullest extent. Call back and go higher up.
Like luvspaper said, if the seats were booked at the same time using rewards points and only one seat was cancelled, there should be documentation of the one cancellation.
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Post by ktdoesntscrap on Jun 21, 2016 20:43:03 GMT
@pinkshirley is correct The record locator should say when and how it was cancelled and by whom.
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Deleted
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May 14, 2024 14:55:38 GMT
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Post by Deleted on Jun 21, 2016 21:34:58 GMT
I also have to wonder if somehow the rewards purchase didn't get totally finished at the time. I know we can play with points on United but not finish the choices, but that wouldn't generate a confirmation number.
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Post by brookeq on Jun 22, 2016 11:51:22 GMT
Hanks everyone. My husband called back tonight and talked to someone and got if fixed easily. He didn't ask how it happened. So no real answer. But problem is taken care of
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Post by LavenderLayoutLady on Jun 22, 2016 12:25:43 GMT
But problem is taken care of Good to hear! |
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