obtaining proof of canceled flight for trip insurance
May 1, 2019, 5:13 pm
#1
Original Poster
Join Date: Mar 2006
Posts: 1,638
obtaining proof of canceled flight for trip insurance
i had a recent prepaid hotel stay where i missed the first night because WN canceled my flight (due to weather). i am pursuing a claim with trip insurance, and they are asking for proof the flight was canceled. i tried calling WN and it was clear the rep did not understand what i was asking for, so i got nowhere.
does anyone know either a direct contact for proof that a specific flight on a specific date was canceled, or a better way of explaining what i need so that i might have better success calling WN's general phone number again? thanks!
does anyone know either a direct contact for proof that a specific flight on a specific date was canceled, or a better way of explaining what i need so that i might have better success calling WN's general phone number again? thanks!
May 1, 2019, 9:05 pm
#3
Join Date: Jul 2001
Posts: 3,973
Does it need to come from Southwest? If not, you can search flights for recent dates at www.flightaware.com and get a screen shot or printout.
May 2, 2019, 12:34 am
#4
Join Date: Aug 2005
Posts: 52
For questions or comments regarding a past trip with Southwest, please contact Customer Relations at 1-855-234-4654 (M-F Business Hours)
When Customer Service is unable to help with a issue a Call to Customer Relations usually is best.
When Customer Service is unable to help with a issue a Call to Customer Relations usually is best.
May 4, 2019, 11:24 pm
#7
Original Poster
Join Date: Mar 2006
Posts: 1,638
update:
chat - they say they can't handle requests like this through chat
email - sent 5/2, still waiting for a response (beyond the automated "thank you for taking the time to contact us" response)
calling customer relations - got a message saying to call back during their open hours, but i did call within those times, so not sure what the issue is.
thanks for all the responses so far. fyi rove312 i originally tried a flightaware.com printout, but it was rejected and they told me it has to come from the airline.
chat - they say they can't handle requests like this through chat
email - sent 5/2, still waiting for a response (beyond the automated "thank you for taking the time to contact us" response)
calling customer relations - got a message saying to call back during their open hours, but i did call within those times, so not sure what the issue is.
thanks for all the responses so far. fyi rove312 i originally tried a flightaware.com printout, but it was rejected and they told me it has to come from the airline.
May 5, 2019, 9:39 am
#8
Join Date: Aug 2015
Posts: 51
email - sent 5/2, still waiting for a response (beyond the automated "thank you for taking the time to contact us" response)
calling customer relations - got a message saying to call back during their open hours, but i did call within those times, so not sure what the issue is.
calling customer relations - got a message saying to call back during their open hours, but i did call within those times, so not sure what the issue is.
As for the phones, they were testing different hours Thursday and Friday to see what impact that would have on email and social inquiries. Calling has been about an hour hold though.
May 6, 2019, 11:13 pm
#9
Join Date: Apr 2003
Location: MCI
Programs: AA, DL, WN, HHonors Diamond, IHG Platinum, Marriott, Hyatt
Posts: 249
My wife is currently trying to do the exact same thing. She had a flight cancelled by Southwest the day before she was to depart for a cruise. Fortunately, she had purchased the insurance. Of course the insurance company also needs the reason the flight was cancelled, which is not readily accessible from SW. It wasn't due to weather. We think maybe maintenance, but we aren't certain. In any event, she sent an email to SW Customer Relations a couple of days ago. So far, she has just received the automated response. Hold times have been ~ one hour, so no luck there. We are going to try the FlightAware screenshot approach, but I doubt that will suffice.
May 7, 2019, 1:02 am
#10
Join Date: Jul 2009
Programs: none
Posts: 1,668
May 7, 2019, 11:48 am
#11
Join Date: Jul 2017
Posts: 19
There’s a backlog they’re trying to clear. Email response should come early this week if they don’t try and route it to another person to be worked.
As for the phones, they were testing different hours Thursday and Friday to see what impact that would have on email and social inquiries. Calling has been about an hour hold though.
