Fixed 4/30: Additional points deducted for some "free" flight changes 4/26-4/30/21
Apr 26, 2021, 10:36 pm
#1
Original Poster
Join Date: Dec 2018
Posts: 825
Fixed 4/30: Additional points deducted for some "free" flight changes 4/26-4/30/21
This was my first time changing a flight that was eligible for a "free" change as I had booked a tpa to cmh 1 stop flight via Atlanta. I was able to change the flight to a late afternoon nonstop ( what I wanted originally) and the screen displayed 0 extra points but I was debited ~400 points to cover the difference. I have no problem parting with the points as I got my ideal flights but is this the end of the free change party?
Apr 27, 2021, 6:22 am
#2
Join Date: May 2014
Posts: 1,868
This was my first time changing a flight that was eligible for a "free" change as I had booked a tpa to cmh 1 stop flight via Atlanta. I was able to change the flight to a late afternoon nonstop ( what I wanted originally) and the screen displayed 0 extra points but I was debited ~400 points to cover the difference. I have no problem parting with the points as I got my ideal flights but is this the end of the free change party?
At what stage did you see the extra points charge? Last confirmation screen, or was it still 0 there and you can only see the debit in your activity? I once cancelled a leg because I thought it was glitching - gave me a normal 'available' at flight selection, but there was a points cost quoted at the end. It wasn't until I tried again that I realized I hadn't been booked on the lowest cost flight, and the system treated it as a free changes situation until it realized I was due a refund of points. I had misunderstood the initial message, it was trying to credit me but I'd not run into that before.
Apr 27, 2021, 6:55 am
#3
Original Poster
Join Date: Dec 2018
Posts: 825
I just booked and moved a couple of flights, it worked exactly the same as it always has, with no additional points due. I've never seen what you describe - and this must be my 9011th time doing it - so I'm leaning towards glitch or user error.
At what stage did you see the extra points charge? Last confirmation screen, or was it still 0 there and you can only see the debit in your activity? I once cancelled a leg because I thought it was glitching - gave me a normal 'available' at flight selection, but there was a points cost quoted at the end. It wasn't until I tried again that I realized I hadn't been booked on the lowest cost flight, and the system treated it as a free changes situation until it realized I was due a refund of points. I had misunderstood the initial message, it was trying to credit me but I'd not run into that before.
At what stage did you see the extra points charge? Last confirmation screen, or was it still 0 there and you can only see the debit in your activity? I once cancelled a leg because I thought it was glitching - gave me a normal 'available' at flight selection, but there was a points cost quoted at the end. It wasn't until I tried again that I realized I hadn't been booked on the lowest cost flight, and the system treated it as a free changes situation until it realized I was due a refund of points. I had misunderstood the initial message, it was trying to credit me but I'd not run into that before.
Apr 27, 2021, 7:19 am
#4
Join Date: May 2014
Posts: 1,868
Since it's only ~400pts, I understand letting it go - I'm just curious about how it happens. I have mostly cash flights coming up, and I leave an expired card as my primary so if I forget to apply travel funds I get an error instead of accidentally spending new money. I can just imagine the flight disappearing into the ether if it tried and failed to collect a balance from an invalid card.
In other oddities, I booked and moved several flights last night. Most of them showed up in my upcoming flights fairly quickly, but two of the ones I did first didn't end up showing up until this morning. I had to get the confirmation numbers from my husband's email in order to move them. I should really make an email box for his travel stuff, or set up forwarding for the stuff I sometimes need to thumb through.
Apr 27, 2021, 7:42 am
#5
Moderator: Southwest Airlines, Capital One
Join Date: Sep 1999
Location: California
Programs: WN Companion Pass, A-list preferred, Hyatt Globalist; United Club Lietime (sic) Member
Posts: 21,624
This was my first time changing a flight that was eligible for a "free" change as I had booked a tpa to cmh 1 stop flight via Atlanta. I was able to change the flight to a late afternoon nonstop ( what I wanted originally) and the screen displayed 0 extra points but I was debited ~400 points to cover the difference. I have no problem parting with the points as I got my ideal flights but is this the end of the free change party?
Apr 27, 2021, 8:54 am
#6
Join Date: Mar 2020
Posts: 71
This was my first time changing a flight that was eligible for a "free" change as I had booked a tpa to cmh 1 stop flight via Atlanta. I was able to change the flight to a late afternoon nonstop ( what I wanted originally) and the screen displayed 0 extra points but I was debited ~400 points to cover the difference. I have no problem parting with the points as I got my ideal flights but is this the end of the free change party?
Originally had a HNL to SJC booked for June that had the banner. Ticketed point value was 4,050 (had been moving this sucker from last OCT). Went through the motions to push it to later in June. Process looked the same - 0 points to change, clicked confirm. Noticed significant change in points deducted from account. Went to account history, had been deducted a new total of 9,127 (an additional 5,077 had been taken). Checked my email for the change receipt - still claimed "0 change" but in the bottom, showed 9,127 had been redeemed for trip.
Beware moving existing flights!
Apr 27, 2021, 12:49 pm
#7
Join Date: Mar 2020
Posts: 71
This same thing happened with me, though the point difference was significant.
Originally had a HNL to SJC booked for June that had the banner. Ticketed point value was 4,050 (had been moving this sucker from last OCT). Went through the motions to push it to later in June. Process looked the same - 0 points to change, clicked confirm. Noticed significant change in points deducted from account. Went to account history, had been deducted a new total of 9,127 (an additional 5,077 had been taken). Checked my email for the change receipt - still claimed "0 change" but in the bottom, showed 9,127 had been redeemed for trip.
Beware moving existing flights!
Originally had a HNL to SJC booked for June that had the banner. Ticketed point value was 4,050 (had been moving this sucker from last OCT). Went through the motions to push it to later in June. Process looked the same - 0 points to change, clicked confirm. Noticed significant change in points deducted from account. Went to account history, had been deducted a new total of 9,127 (an additional 5,077 had been taken). Checked my email for the change receipt - still claimed "0 change" but in the bottom, showed 9,127 had been redeemed for trip.
Beware moving existing flights!
Apr 27, 2021, 12:58 pm
#8
Join Date: Jul 2005
Location: PIT, BWI, or IPT
Programs: Dividend Miles, WorldPerks
Posts: 1,302
So I just made 3 flight changes in today's bar-hopping adventure. I was NOT charged the current outrageous fares for the flights per the discussion above. However, there was a few hundred nominal points taken out for each change. It appears do be about 6.4% of the points that I originally paid for the ticket...oddly similar to a recent points devaluation posted across the board by WN.
It seems like even points exchanges are still happening when the red bar appears. However, the points are being now being revalued at 83 points per dollar. Overall, it cost me about 300-400 extra points per ticket changed, instead of 17,000-22,000 if I were to have cancelled and rebooked.
Obviously it seems YMMV here...so be careful. I have alternate flights booked on other airlines so if it charged me the current rates I was just going to cancel my WN flights.
It seems like even points exchanges are still happening when the red bar appears. However, the points are being now being revalued at 83 points per dollar. Overall, it cost me about 300-400 extra points per ticket changed, instead of 17,000-22,000 if I were to have cancelled and rebooked.
Obviously it seems YMMV here...so be careful. I have alternate flights booked on other airlines so if it charged me the current rates I was just going to cancel my WN flights.
Apr 27, 2021, 1:17 pm
#9
Join Date: Mar 2020
Posts: 71
So I just made 3 flight changes in today's bar-hopping adventure. I was NOT charged the current outrageous fares for the flights per the discussion above. However, there was a few hundred nominal points taken out for each change. It appears do be about 6.4% of the points that I originally paid for the ticket...oddly similar to a recent points devaluation posted across the board by WN.
It seems like even points exchanges are still happening when the red bar appears. However, the points are being now being revalued at 83 points per dollar. Overall, it cost me about 300-400 extra points per ticket changed, instead of 17,000-22,000 if I were to have cancelled and rebooked.
Obviously it seems YMMV here...so be careful. I have alternate flights booked on other airlines so if it charged me the current rates I was just going to cancel my WN flights.
It seems like even points exchanges are still happening when the red bar appears. However, the points are being now being revalued at 83 points per dollar. Overall, it cost me about 300-400 extra points per ticket changed, instead of 17,000-22,000 if I were to have cancelled and rebooked.
Obviously it seems YMMV here...so be careful. I have alternate flights booked on other airlines so if it charged me the current rates I was just going to cancel my WN flights.
The verbiage when the "you can change your flight" waiver appears says "you may change your travel date/time at no additional cost". Sure doesn't seem to be customer-forward to then re-price/re-value the points on these existing reservations especially when the "amount due" shows 0 during the transaction.
Apr 27, 2021, 1:32 pm
#10
FlyerTalk Evangelist
Join Date: Sep 2002
Location: Chicagoland, IL, USA
Programs: WN CP, Hilton Diamond
Posts: 14,192
...there was a few hundred nominal points taken out for each change. It appears do be about 6.4% of the points that I originally paid for the ticket...oddly similar to a recent points devaluation posted across the board by WN....the points are being now being revalued at 83 points per dollar. Overall, it cost me about 300-400 extra points per ticket changed, instead of 17,000-22,000 if I were to have cancelled and rebooked..
If WN has space on the new flights, why not? Shuffle, shuffle, profit.
Apr 27, 2021, 1:55 pm
#11
Company Representative - Southwest Airlines
Join Date: Nov 2007
Location: Dallas, TX
Programs: Rapid Rewards, IHG/Kimpton, Bonvoy, AA/oneworld, British Airways
Posts: 798
Agreed - swaMark or SWAVictor - any news you can share regarding this?
The verbiage when the "you can change your flight" waiver appears says "you may change your travel date/time at no additional cost". Sure doesn't seem to be customer-forward to then re-price/re-value the points on these existing reservations especially when the "amount due" shows 0 during the transaction.
The verbiage when the "you can change your flight" waiver appears says "you may change your travel date/time at no additional cost". Sure doesn't seem to be customer-forward to then re-price/re-value the points on these existing reservations especially when the "amount due" shows 0 during the transaction.
I am not aware of any change to policy. As you stated, my understanding is that a free change is a free change, and shouldn't require additional points.
Would someone be comfortable sharing a confirmation number with me (via PM of course)? I'll be happy to research.
Also, if someone has a screen shot from MyAccount showing the difference that would be helpful as well.
Last edited by SWAVictor; Apr 27, 2021 at 2:06 pm
Apr 27, 2021, 2:33 pm
#12
Join Date: Mar 2020
Posts: 71
I am not aware of any change to policy. As you stated, my understanding is that a free change is a free change, and shouldn't require additional points.
Would someone be comfortable sharing a confirmation number with me (via PM of course)? I'll be happy to research.
Also, if someone has a screen shot from MyAccount showing the difference that would be helpful as well.
Would someone be comfortable sharing a confirmation number with me (via PM of course)? I'll be happy to research.
Also, if someone has a screen shot from MyAccount showing the difference that would be helpful as well.
As you can see the original fare was 1,058 points - the change window said there would be no change in points for the transaction. Then noticed point balance was lower and the new trip was 8,399. Ended up canceling flat out.
Apr 27, 2021, 2:54 pm
#13
Company Representative - Southwest Airlines
Join Date: Nov 2007
Location: Dallas, TX
Programs: Rapid Rewards, IHG/Kimpton, Bonvoy, AA/oneworld, British Airways
Posts: 798
Screenshot from a change I attempted today.
As you can see the original fare was 1,058 points - the change window said there would be no change in points for the transaction. Then noticed point balance was lower and the new trip was 8,399. Ended up canceling flat out.
As you can see the original fare was 1,058 points - the change window said there would be no change in points for the transaction. Then noticed point balance was lower and the new trip was 8,399. Ended up canceling flat out.
In the mean time, I'm going to try to recreate what you saw.
Apr 27, 2021, 2:58 pm
#14
Join Date: Nov 2015
Posts: 97
I can confirm that this happened to all my rebookings at a total cost of 1,604 points lost. I doubt this will be an issue to get the points credited since the changes are advertised as no additional cost. I've marked down the difference and I'll wait to see what happens with others before calling customer service.