Has anyone here ever gotten $100 extension fee on travel funds waived?
Oct 31, 2016, 4:18 pm
#16
FlyerTalk Evangelist
Join Date: Sep 2002
Location: Chicagoland, IL, USA
Programs: WN CP, Hilton Diamond
Posts: 14,189
Mixing TTFs with other funds, whether TTFs or cash or a voucher or gift card in the purchase of a new ticket makes the whole ball of wax take on the soonest expiration. Most of us have fallen into that trap.
Search the word "taint" in this forum to see.
Oct 31, 2016, 6:54 pm
#17
Original Poster
Join Date: May 2015
Posts: 49
I've always had good experiences with Southwest, but the one-two punch of breaking my bag and then this nonsense with the travel funds just sucks. It doesn't take much to keep customers happy - they just want to feel heard. We're seriously talking about like $40 and apology, but they refused. Anyway, nothing more to discuss, they won't reverse a customer mistake. Good to know.
This is neither here nor there, but why do you guys abbreviate Southwest as WN?
This is neither here nor there, but why do you guys abbreviate Southwest as WN?
Oct 31, 2016, 7:04 pm
#18
Join Date: Nov 2015
Location: St. Louis, MO
Programs: Southwest Companion Pass
Posts: 790
I've always had good experiences with Southwest, but the one-two punch of breaking my bag and then this nonsense with the travel funds just sucks. It doesn't take much to keep customers happy - they just want to feel heard. We're seriously talking about like $40 and apology, but they refused. Anyway, nothing more to discuss, they won't reverse a customer mistake. Good to know.
This is neither here nor there, but why do you guys abbreviate Southwest as WN?
This is neither here nor there, but why do you guys abbreviate Southwest as WN?
Oct 31, 2016, 7:40 pm
#20
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
If someone "stole" $40 from me, I would report it to law enforcement and offer to testify if the prosecutor brought the case.
WN did not steal anything from you. You simply did not follow the rules and want a second break. WN generally does not give one-time breaks, but you got that with your WGA fare. Now you want a second "one-time" exception.
As to the bag, stop linking the two issues. If WN damaged it and will not cover the fair market value of a repair (I note fair market value, not replacement), file a DOT complaint.
The CC is issued by a CC issuer, not WN. WN could care less.
WN did not steal anything from you. You simply did not follow the rules and want a second break. WN generally does not give one-time breaks, but you got that with your WGA fare. Now you want a second "one-time" exception.
As to the bag, stop linking the two issues. If WN damaged it and will not cover the fair market value of a repair (I note fair market value, not replacement), file a DOT complaint.
The CC is issued by a CC issuer, not WN. WN could care less.
Oct 31, 2016, 7:47 pm
#21
Original Poster
Join Date: May 2015
Posts: 49
If someone "stole" $40 from me, I would report it to law enforcement and offer to testify if the prosecutor brought the case.
WN did not steal anything from you. You simply did not follow the rules and want a second break. WN generally does not give one-time breaks, but you got that with your WGA fare. Now you want a second "one-time" exception.
As to the bag, stop linking the two issues. If WN damaged it and will not cover the fair market value of a repair (I note fair market value, not replacement), file a DOT complaint.
The CC is issued by a CC issuer, not WN. WN could care less.
WN did not steal anything from you. You simply did not follow the rules and want a second break. WN generally does not give one-time breaks, but you got that with your WGA fare. Now you want a second "one-time" exception.
As to the bag, stop linking the two issues. If WN damaged it and will not cover the fair market value of a repair (I note fair market value, not replacement), file a DOT complaint.
The CC is issued by a CC issuer, not WN. WN could care less.
And I can link to the two incidents all I want as reasons I'm not flying Southwest anymore. I'm not sure why it bothers you, but both of them matter to me. It was actually a brand new bag and it was only the second time I had used it too, so they really suck.
Oct 31, 2016, 7:56 pm
#22
Join Date: Oct 2005
Location: ORD, MDW or MKE
Programs: American and Southwest. Hilton and Marriott hotels primarily.
Posts: 6,459
I truly hope you find better 'service' on whatever airline you choose. To that end, I strongly suggest that you read their terms and conditions.
Oct 31, 2016, 8:26 pm
#23
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Nov 2, 2016, 7:47 am
#25
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Every customer-facing business understands that there are customers who cannot be made happy and will be lost at some point. If it is not over one thing, it is over another. That is why these businesses, including WN and other carriers spend a lot of money on CRM software.
Presumably, WN made OP very happy with the slack it cut him on the ticket which should have been forfeited when he failed to follow the rules. That was a good move by WN because it presrved a customer. Now, the same thing has happened again. OP wants a second "one-time" exception and the reality is that if WN does this one, will OP ask for a third or a fourth?
While, there is no high-level thinking about this one incident or this one customer, as a general matter, having received a one-time break on a carrier which is rules-oriented when it comes to revenue despite the cutsie rhetoric, WN simply cuts its losses now and that is the end of it.
Neither UA, AA nor DL would even think of reinstating a ticket or expired miles other than for a top-level elite or on payment of substantial fees or without a significant reason, e.g. medical emergency. So, when this happens again, the grass not only will not be any greener, but will be just as brown.
Presumably, WN made OP very happy with the slack it cut him on the ticket which should have been forfeited when he failed to follow the rules. That was a good move by WN because it presrved a customer. Now, the same thing has happened again. OP wants a second "one-time" exception and the reality is that if WN does this one, will OP ask for a third or a fourth?
While, there is no high-level thinking about this one incident or this one customer, as a general matter, having received a one-time break on a carrier which is rules-oriented when it comes to revenue despite the cutsie rhetoric, WN simply cuts its losses now and that is the end of it.
Neither UA, AA nor DL would even think of reinstating a ticket or expired miles other than for a top-level elite or on payment of substantial fees or without a significant reason, e.g. medical emergency. So, when this happens again, the grass not only will not be any greener, but will be just as brown.
Nov 3, 2016, 11:26 am
#26
Join Date: Feb 2014
Posts: 921
Stop. Please. Just stop.
Your opening message: “I thought if I folded it into a new reservation, it would extend it, so I booked a $70 flight with it. It didn't extend it and it still expires.”
Suddenly, it’s “The problem I have is that I booked a flight a couple days ago that I canceled and I accidentally tied it to the expiring funds.”
We know exactly what you did. There was no accident. You intentionally booked a cheap flight with new funds, and then immediately cancelled it, thinking the old funds would be tied to the new funds, giving yourself another year. Instead, it went the other way. It wasn’t an ‘accident’. You said yourself that you thought it would extend it.
As for the “customer service extend 1 time service blah blah”, you clearly had a one-time exception granted. It seems like you want a one-time exception granted for every little condition (and I’m sure you’ve never gone to the web to report how great a company was when they granted you the one time exception).
From the boarding pass to the screens at the gate, Southwest is constantly abbreviated WN. I'm surprised such a loyal customer (that apparently hasn’t flown in a year) hasn't noticed that.
Your opening message: “I thought if I folded it into a new reservation, it would extend it, so I booked a $70 flight with it. It didn't extend it and it still expires.”
Suddenly, it’s “The problem I have is that I booked a flight a couple days ago that I canceled and I accidentally tied it to the expiring funds.”
We know exactly what you did. There was no accident. You intentionally booked a cheap flight with new funds, and then immediately cancelled it, thinking the old funds would be tied to the new funds, giving yourself another year. Instead, it went the other way. It wasn’t an ‘accident’. You said yourself that you thought it would extend it.
As for the “customer service extend 1 time service blah blah”, you clearly had a one-time exception granted. It seems like you want a one-time exception granted for every little condition (and I’m sure you’ve never gone to the web to report how great a company was when they granted you the one time exception).
From the boarding pass to the screens at the gate, Southwest is constantly abbreviated WN. I'm surprised such a loyal customer (that apparently hasn’t flown in a year) hasn't noticed that.
Nov 3, 2016, 3:11 pm
#27
Original Poster
Join Date: May 2015
Posts: 49
I sent an email laying out both my grievances and unpleasant experience with the travel funds department to let them know why I planned to no longer used Southwest anymore. Southwest called me and they are going to refund me. Guess I will stick with Southwest after all.
Too late for the credit card situation, but I got a credit card that can transfer points to Southwest.
Too late for the credit card situation, but I got a credit card that can transfer points to Southwest.
Last edited by MiniMuffin; Mar 10, 2019 at 11:04 pm
Nov 3, 2016, 6:28 pm
#28
Join Date: May 2005
Location: PHX
Programs: AA Gold, WN A+ & CP, HH Diamond, Hyatt Platinum, National Executive Elite
Posts: 3,246
I sent an email laying out both my grievances and unpleasant experience with the travel funds department to let them know why I planned to no longer used Southwest anymore. Southwest called me and they are going to refund me. Guess I will stick with Southwest after all.
Look, I don't blame you for trying to get your refund. I think what bothers people and why you got some snarky replies is that you were ready to switch airlines over your mistake.
This isn't specific to you as other posters do the same thing but instead of being humble about it and trying to email WN first, you came here and posted your complaint, bad-mouthed WN, etc, when in the end your email did the trick and you got what you wanted.
People tend to be much more forgiving and helpful when others own their actions instead of trying to paint with a broad brush. Just my opinion and please don't take it personally. Glad you got what you wanted this time (again).
Nov 3, 2016, 7:56 pm
#29
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Maybe it's just WN's lousy IT architecture that it didn't pick up the second "one-time" policy exception.
As to the CC, well there's the hit to the credit score for applying for the new card as a reminder.
As to the CC, well there's the hit to the credit score for applying for the new card as a reminder.
Nov 3, 2016, 8:26 pm
#30
Moderator, Southwest Airlines and Choice Privileges
Join Date: Mar 2008
Location: Central Texas
Posts: 3,036