New website glitch: Non-refundable funds show as "refundable"
#17
Join Date: Jan 2010
Posts: 403
So apparently checking "send me a refund" was a big mistake. You were right ursine1, they will not be refunded even though customer service told me yesterday it would. Not only that, it's not even available in a travel fund because they now say "it's stuck" and I need to talk to a specialist who will call me back in 10 days.
So word to the wise: If you have a "feeling" you used wanna get away funds, don't ask for a refund. It definitely wont work.
Which sucks for Southwest customers because I might not know immediately where I used those funds (i.e. business select, wanna get away, etc). What that option should say is:
"Do you want your funds possibly tied up for days/weeks and require to call Southwest customer service multiple times? Note, you may actually get a refund if you used refundable fares for this PNR, but we can't tell you that right now. Good luck!"
So word to the wise: If you have a "feeling" you used wanna get away funds, don't ask for a refund. It definitely wont work.
Which sucks for Southwest customers because I might not know immediately where I used those funds (i.e. business select, wanna get away, etc). What that option should say is:
"Do you want your funds possibly tied up for days/weeks and require to call Southwest customer service multiple times? Note, you may actually get a refund if you used refundable fares for this PNR, but we can't tell you that right now. Good luck!"
#18
Original Poster
Join Date: Mar 2011
Posts: 6,286
Just a bump to note that this error is still happening. Not hugely surprising, given WN's IT team... but still. Don't fall for it and click the wrong button -- it's a waste of time, and can possibly tie up your funds unnecessarily.
#19
Join Date: Jan 2010
Posts: 403
Yep, plus when I was dealing with Southwest on this, they almost made it sound like it was my fault: "well you shouldn't have clicked request a refund given these were booked with wanna get away fees." The first person i talked to couldn't comprehend this was their fault for making the option available. Anyway, Southwest ultimately made it right like they usually do...
#20
Join Date: Jan 2010
Posts: 403
This bug is getting annoying. Because now it's manifesting itself in a slightly different way. Now, every time I check on the balance of some funds, it often shows as a "refundable" credit. So now, I never know whether it really is refundable or not - it wouldn't be a big deal if Southwest at least told you a week later that it isn't, but as we saw it gets lost in limbo-land and you never know about it. This is a lawsuit waiting to happen, I'm telling you.
So for now, I got to call Southwest every time to check if the funds really are refundable or not. Such a nightmare this site is.
So for now, I got to call Southwest every time to check if the funds really are refundable or not. Such a nightmare this site is.