✅ Trip Verified
| There are plenty of airline choices out there, but the past few times we have chosen Southwest because of the hospitality, great rates, and fabulous customer service. That was until today. We purchased 2 round trip tickets to go to a wedding. A couple days after booking our trip, we decided we wanted to stay a day longer, and that we would update our reservation. The website clearly stated that changing our flight would make the reservation non-refundable. It instructed that we should instead, cancel our reservation, then make a new reservation, in case anything happened and we needed to make another change. So, we cancelled the initial reservation, and booked a new one. After a couple weeks, we hadn't seen the refund for our initial purchase. I called customer service and they informed me, that apparently I had purchased a non-refundable ticket initially, and wouldn't be refunded the $650 I paid. I advised them of what the website said, they acknowledged that my understanding of the instructions ws correct, but only for "refundable" tickets. Nowhere did it prompt me that I was cancelling a non-refundable ticket, and it wasn't clearly stated during my purchase that these were non-refundable. The only place it was made known to me was in the confirmation email and even then, it was in black font, it was in a pale gray font at the very bottom. The customer service agent advised it wasn't refundable and couldn't help me. She transferred me to her supervisor who again stuck by the non-refundable label. it wasn't as if I cancelled altogether. I bought another reservation for $50 more! But they felt the need to hide behind their "policy" and not take care of a customer, who in good faith, and by instruction of the website, did what they understood they were supposed to do. Instead of help me, the agent continued to reiterate that Southwest doesn't have many policies, but this was one and I was out of luck. I told her this was unacceptable and that the right thing to do would be to honor a refund as I was still purchasing a product, and got caught up in a technicality. She apologized "that I felt that way" and offered me a customer service number to call instead. Southwest advertises, and prides themselves on their excellent "customer service", but this is a pure exploitation of a technicality and not at all the way a customer should be treated. Even after admitting that the website tole me to cancel, they refused to be of any real assistance and expect me to pay $650 for absolutely nothing. If this is how they keep their "low fares", by exploiting fine print and taking advantage of customers, I want no part of them. This may be the last time I fly Southwest. Damn shame, because they used to be the premier customer service experience, but true colors are showing. You may pay more at other airlines, but at least they might treat you like a customer and not just a paycheck!