![]() The best thing you can do to see about a possible refund is to reach out to customer relations by calling 85. Unfortunately I don't think they will be able to refund that since it is non refundable. If you don't pay by the due date the airline keeps the deposit and your reservation is canceled. It's one unfortunate reality of booking through Group after reading over your situation it sounds like the $1150 was your NON refundable deposit meaning you would still have to call by the deadline which in my experience is usually 2 weeks after the deposit due date. Unfortunately, only that department will be able to help you (a "regular" Customer Relations rep, via Twitter or phone will just tell you this). Since you mentioned it was for 23 students, I assume you were dealing with the Groups Travel department. I can only assume the e-mail address in the system was have been trying to contact Southwest via email and phone to no avail. At cancellation the airline would send an e-mail to that same e-mail address. You would not normally receive a contract or spread sheet or authorization form when booking flights, but you would normally receive a confirmation e-mail the would also give you the confirmation number. I'd advise you to send another e-mail to the airline. You are either very close to that date or are already past it. That protection normally extends for 60 days past the date of the credit card statement that includes the charge you want to protest. Remember, you can protest any credit card charge when you don't receive services you paid for. Second, at the very least, the $1150 would be available for future use by the person whose name is on the ticket for one year from the date the original ticket was purchased. The first thing I'd suggest is that you should remove the confirmation number from your post.Īnyone could see it and use it and mess things up further. Sorry to hear that you are running into difficulty. Has anyone else experienced this? If so, how did you proceed? If you cannot directly refund the account, could we at least have a credit of $1150.00 for future trips? We plan to take at least four more trips during this school year, and I know that Southwest is one of the most used airlines at BA. Brentwood Academy flies Southwest regularly (I booked two trips today-one for 21 people the other, 9 people). I realize that Southwest Airlines has many policies in place, but I am asking that you reconsider refunding the $1150.00 to our school account. She asked for my personal email, which I very seldomly check, and the confirmation came through. She attempted to email me the confirmation, and I did not receive it on my school email. She was absolutely delightful, but she was not authorized to refund/change any flight charges. Shelley, the supervisor, was extremely nice, and with her help, we rebooked the flights at the increased price. I was also informed that I would not be able to get a refund of the $1150.00, nor have the original flight prices given when booked again (original price was $188, the new price was over $300). Today, January 10, 2019, I contacted Southwest (1-80, 1-80, and 1-80 for a total of 1 hour, 38 minutes), and I was told that my reservation had been cancelled. ![]() Again, I never received or signed any contract/authorization for this. ![]() ![]() However, because the charge came through on my credit card, I did not think that anything else needed to be done. When I didn’t receive it the second time, she suggested that the email may take a bit and we hung up the line. I informed the woman on the phone of this (and I did not write down her name because I didn’t think it necessary), and she tried to send it again. I did not receive a contract, the excel sheet or the authorization form from Southwest Airlines. Other than a verbal confirmation number (VVXG52), I was given nothing else. Because I reserved those spaces, I was charged (and agreed to the charge of) $1150.00. On October 18, 2018, I booked 23 flights for students for a robotics tournament for Brentwood Academy. This is the second request that I have sent. I have been trying to contact Southwest via email and phone to no avail. ![]()
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