- Southwest Airlines quietly distributes various amounts of goodwill vouchers to passengers stuck last weekend.
- Vouchers for future trips will be added to the refund for canceled flights. Airlines haven’t disclosed details on how to determine the price per passenger, but so far travelers have seen vouchers from $ 100 to $ 250.
- Southwest Airlines has decided to reimburse other costs on a case-by-case basis, according to Southwest Airlines spokeswoman Brandy King.
A customer email from Southwest Airlines screamed an apology this week.
“You are important to us,” one started. “I hope this LUV voucher will soon cross our roads again and give us a better experience.”
Inside: $ 250 Travel Voucher.
“I know things didn’t go as planned during the trip,” another person began. “I am very sorry for the disappointment caused by this turmoil and I hope you have the opportunity to make up for it.”
Inside: $ 100 Voucher Promise.
Southwest Airlines is quietly handing out various amounts of vouchers to passengers stuck when they canceled 30% of their flights last weekend.
LUV Voucher – Southwest Stock Ticker Symbol is LUV and is based on Texas Love Field – is a well-meaning gesture. These will be added to the refund or flight credits that the airline will have to pay if the flight is canceled and the passenger refuses the airline’s rebooking option or is not available. (Southwest Airlines has told many passengers that it will take several days to fly another flight.)
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The airline does not broadcast the availability of vouchers or specify who will receive when and how much. Travelers initially hear about vouchers only when they appeal to Southwest Airlines on Twitter.
At the end of Wednesday, Southwest Airlines sent the first email notifying the traveler’s voucher that it was in trouble. (I received it on a canceled flight on Saturday.)
Southwest spokesman Brandy King said affected passengers need to automatically get LUV vouchers, but the schedule “may be slower than usual due to the number of customers processing.” There is. “
Airlines don’t say much about how to determine the value of a voucher, but based on USA TODAY interviews with affected travelers, the amount ranges from $ 100 to $ 250 per passenger. Seems to be in range.
“We will consider each situation individually and determine compensation based on the level of inconvenience,” King said in an email. “The level of inconvenience is a combination of length of delay, quality of recontainment options, and flight cancellation.”
Frequent flyer status and persistence also seem to play a role.
Asim Raza received an email about a $ 250 voucher late Tuesday. His son’s Southwest Airlines flight from St. Louis to Washington, DC was canceled on Sunday, and his family had to cash American Airlines miles to get him back to college in time for the meeting. Raza of A-List Preferred, which has the highest mileage service status on Southwest Airlines, immediately contacted the airline via Twitter.
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Similarly, Washington, DC’s strategic communications consultant, Becky Nelson, was stuck in Austin, Texas, on Sunday when Southwest Airlines canceled his return flight. She and her friend, both new mothers, were on a girl’s trip that had been scratched four times for a pandemic.
Southwest Airlines couldn’t get them home for a few days, so they cashed a bunch of United Miles for a last-minute flight from Houston.Progressive price of those two tickets?? She said it was about $ 2,000 one way.
They also paid $ 275 for an Uber ride from Austin to Houston and went home.
Nelson has tried everything to get a refund for flights and other expenses. She sent an email to Customer Service and filed a formal complaint with the US Department of Transportation. Case file. (She first tried to reach the southwest by phone, but was on hold for over an hour.)
She didn’t go anywhere until a Southwestern Twitter representative immediately refunded her flight money and promised a $ 200 voucher on Wednesday. Nelson then received a letter from the southwest on Wednesday saying he would receive a $ 250 voucher.
“This wasn’t without me thinking of some important effort and active communication on my part,” she said.
Nelson said he was happy with Southwest’s relatively quick social media response, but was dissatisfied with the lack of money due to additional travel expenses.
Southwest Airlines said in a Twitter message that it understands that “it is not possible to put a price tag on the inconvenience of customers” in denying the cost.
“I said so, but you can price what I spent going home on Sunday,” Nelson said.
Erica Owellet is in the same situation. A North Carolina paralegal and her boyfriend paid $ 500 for a hotel room and rental car after Southwest Airlines canceled a flight from Orlando to Raleigh on Saturday. Southwest Airlines couldn’t find their return plane until Tuesday.
“We couldn’t stay until Tuesday because we have kids and pets and work,” she said.
Southwest Airlines initially offered refunds and a $ 150 voucher per person. They increased their vouchers to $ 250 per person when she pushed her proceedings via Twitter.
“I don’t even care about vouchers,” she said. “I really want to get my money back. It seems very ridiculous to force all these people to pay extra nights at hotels and car rentals. It’s ridiculous.”
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Thanks to federal regulations and airline policy patchwork, there is a gap between what passengers think they are renting and what airlines are renting when a flight plan fails.
Some rules are stipulated by DOT, such as refunds for cancellations and significant flight delays by airlines. Other policies, such as hotel and meal vouchers and expense reimbursement, rely on individual airline policies described in dozens of pages of legal terminology known as contracts of carriage.
Southwest Airlines has decided to reimburse other costs on a case-by-case basis, King said.
Has Southwest Airlines been canceled?How to get a refund and travel voucher
► ►Check your email for more information on goodwill vouchers.. The southwest just started sending them. Don’t you think that’s enough? Push your case via customer service or social media.
► ►Contact the airline via twitter For the fastest service. Have your confirmation number and other relevant information handy. However, please do not post on Twitter. The airline will instruct you to talk to them via a direct message, including a link to do so in the first response. Initially, an automatic response may be returned, but eventually it will respond.
► ►Persevering, but patient and polite.. Do not demand anything or have a political debate about the cause of the mass cancellation.
► ►Lower expectations for non-flight refunds and non-travel voucher payments.
► Are you not satisfied? File a complaint with the US Department of Transportation. The agency cracked down on the airline during the pandemic after a flood of complaints about refund receipt issues and other customer service issues.
How to get an apology voucher
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