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Southwest (WN) Won't Give Credit?  
User currently onlineLV From United States of America, joined Jun 2001, 1915 posts, RR: 0
Posted (10 months 5 days 5 hours ago) and read 3418 times:

Hi,
Bit of an odd situation my mom found herself in with WN and what she was told by the WN agent didn't seem right.

My mom and her new boyfriend are supposed to be coming to Vegas in a few weeks to visit me. My mom booked their tickets together on WN and paid for both of them with her credit card. She put her name and address in for the billing information. He was just listed as the second passenger.

Long story short, boyfriend is not coming anymore. My mom calls WN to drop him off the reservation and get a credit she could use in the future. The flight date is July 7th just for reference. WN agent tells her since he is the one being dropped he gets the credit, not her, even though it's her credit card and her Rapid Rewards number. Obviously, he doesn't have her credit card information so there is no way for him to claim it and they are saying she can't use it for her own travel. Is that right? Did my mom misunderstand the agent? Did the agent say the wrong thing?

31 replies: All unread, showing first 25:
 
User currently offlineAeroWesty From United States of America, joined Oct 2004, 20322 posts, RR: 63
Reply 1, posted (10 months 5 days 5 hours ago) and read 3350 times:

I believe that's correct, since name changes aren't allowed on Southwest tickets. Once you buy a ticket in someone's name, only the listed passenger is able to cancel/re-use the credit, not the party who funded the ticket.


International Homo of Mystery
User currently offlineaklrno From United States of America, joined Dec 2010, 871 posts, RR: 0
Reply 2, posted (10 months 5 days 5 hours ago) and read 3325 times:

Sorry, but the way I read the current policy the agent is right.

User currently offlinespartanmjf From United States of America, joined Nov 2005, 486 posts, RR: 0
Reply 3, posted (10 months 5 days 5 hours ago) and read 3282 times:

I will agree - I had the same issue with my wife last year - now having noted that we still managed to use the credit given the amount of travel we have to do.....Sorry about that.....


"Nuts to the man in 21D!"
User currently offlinetugger From United States of America, joined exactly 8 years ago today! , 5251 posts, RR: 8
Reply 4, posted (10 months 5 days 5 hours ago) and read 3266 times:

Quoting AeroWesty (Reply 1):
I believe that's correct, since name changes aren't allowed on Southwest tickets. Once you buy a ticket in someone's name, only the listed passenger is able to cancel/re-use the credit, not the party who funded the ticket.

Do any airlines allow names changes?

Tugg



I don’t know that I am unafraid to be myself, but it is hard to be somebody else. -W. Shatner
User currently offlineAeroWesty From United States of America, joined Oct 2004, 20322 posts, RR: 63
Reply 5, posted (10 months 5 days 5 hours ago) and read 3222 times:

Quoting tugger (Reply 4):
Do any airlines allow names changes?

Some of the LCCs in Europe do, for a fee. US airlines though, I don't know of any offhand.



International Homo of Mystery
User currently offlineTPAfan From United States of America, joined Apr 2013, 145 posts, RR: 0
Reply 6, posted (10 months 5 days 5 hours ago) and read 3168 times:

I had a similar situation, not the exact same, but similar. Mom and my brother were flying to MHT, and they cancelled the flight, and got credit. Basically, what happened was the name on the ticket(s) is where the credit goes too. So even though my mom bought both tickets, my brother had credit to use, and she did.

User currently offlineJoePatroni707 From United States of America, joined Dec 2012, 444 posts, RR: 0
Reply 7, posted (10 months 5 days 4 hours ago) and read 2973 times:
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What the WN agent said is correct, most airlines also follow this policy.

User currently offlinesan88 From United States of America, joined Jul 2006, 102 posts, RR: 1
Reply 8, posted (10 months 5 days 4 hours ago) and read 2919 times:

I can confirm , changed policy about 2 years ago. Only name of person ticketed may re-use funds up to a year from date of purchased.


sit on the Captain side when you fly into SAN
User currently offlineRJNUT From United States of America, joined Dec 1999, 1193 posts, RR: 0
Reply 9, posted (10 months 5 days 4 hours ago) and read 2894 times:

he can still use the credit but all he needs is the confrimation number and the credit card holder's name(exactly as it was spelled on the orginal booking)..he can book new ticket on southwest.com and plug in the above values and VOILA! he's on his way!( for up to a year from date of sale)

User currently offlineRJNUT From United States of America, joined Dec 1999, 1193 posts, RR: 0
Reply 10, posted (10 months 5 days 4 hours ago) and read 2884 times:

Quoting RJNUT (Reply 9):
he can still use the credit but all he needs is the confrimation number and the credit card holder's name(exactly as it was spelled on the orginal booking)..he can book new ticket on southwest.com and plug in the above values and VOILA! he's on his way!( for up to a year from date of sale

..but NO it is not her credit to use for herself , only the named passenger, they changed that policy about one year ago.


User currently offlinerfields5421 From United States of America, joined Jul 2007, 7345 posts, RR: 32
Reply 11, posted (10 months 5 days 4 hours ago) and read 2840 times:

Quoting LV (Thread starter):
Is that right?

We had a similar experience with AA back in 2000.

Once a person is ticketed - the ticket 'credit' belongs to the person named - not to the person who paid for the ticket.

I did some research - and all US airlines have basically the same policy.

The only exceptions I've heard of involved the death of the named person - and it was a big hassle to get credit.


User currently offline71Zulu From United States of America, joined Aug 2006, 3049 posts, RR: 0
Reply 12, posted (10 months 5 days 4 hours ago) and read 2824 times:

So I guess this another policy needed for "security"?

Quoting RJNUT (Reply 9):
he can still use the credit but all he needs is the confrimation number and the credit card holder's name(exactly as it was spelled on the orginal booking)..he can book new ticket on southwest.com and plug in the above values and VOILA! he's on his way!( for up to a year from date of sale)

Uh, I think the OP's mom is wanting that credit for herself, not him.



The good old days: Delta L-1011s at MSY
User currently offlineMah4546 From Sweden, joined Jan 2001, 32177 posts, RR: 72
Reply 13, posted (10 months 5 days 3 hours ago) and read 2749 times:

Quoting AeroWesty (Reply 5):
US airlines though, I don't know of any offhand.

Allegiant Airlines allows name changes.



a.
User currently offlinetugger From United States of America, joined exactly 8 years ago today! , 5251 posts, RR: 8
Reply 14, posted (10 months 5 days 3 hours ago) and read 2670 times:

Quoting 71Zulu (Reply 12):
So I guess this another policy needed for "security"?

I believe it is actually to prevent "wholesalers" from buying a block of tickets at a cheap discount price and then selling the tickets to other people later.

Tugg



I don’t know that I am unafraid to be myself, but it is hard to be somebody else. -W. Shatner
User currently offline737tanker From United States of America, joined Dec 2005, 258 posts, RR: 0
Reply 15, posted (10 months 5 days 3 hours ago) and read 2581 times:

Quoting LV (Thread starter):
Obviously, he doesn't have her credit card information so there is no way for him to claim it and they are saying she can't use it for her own travel. Is that right?

The credit is not a credit to a credit card but it is credit towards a WN flight that the named passenger will complete within a year of buying the original ticket.


User currently offlineMaverick623 From United States of America, joined Nov 2006, 5429 posts, RR: 6
Reply 16, posted (10 months 4 days 23 hours ago) and read 2388 times:

Quoting san88 (Reply 8):
up to a year from date of purchased.
Quoting RJNUT (Reply 9):
for up to a year from date of sale)

This cannot be said enough. Take note that the credit doesn't expire from one year from the flight booked, but from the date of purchase.

Quoting rfields5421 (Reply 11):

The only exceptions I've heard of involved the death of the named person - and it was a big hassle to get credit.

I've never heard of anyone having a big hassle, just fax a copy of the death certificate and it's done.

Quoting 71Zulu (Reply 12):
Uh, I think the OP's mom is wanting that credit for herself, not him.

No need to get snarky. We all know what she wanted, and we're explaining what actually happens.

Quoting tugger (Reply 14):
I believe it is actually to prevent "wholesalers" from buying a block of tickets at a cheap discount price and then selling the tickets to other people later.

  



"PHX is Phoenix, PDX is the other city" -777Way
User currently offlineaklrno From United States of America, joined Dec 2010, 871 posts, RR: 0
Reply 17, posted (10 months 4 days 20 hours ago) and read 2382 times:

Quoting tugger (Reply 14):
I believe it is actually to prevent "wholesalers" from buying a block of tickets at a cheap discount price and then selling the tickets to other people later.

The credit is not for a certain flight, but a certain number of dollars. The cost of the flight you use the credit on, or get the credit from is irrelevant, you just get the refunded dollars. The cheapness of the original ticket just means the credit will be smaller. Occasionally WN loses on that deal, like when I cancel an expensive Friday flight and book a cheap Saturday flight. I've ended up with a credit left over even after rebooking.

I think the policy is just strange, and accomplishes nothing. Once WN has the money, they should allow it to be transferred to anyone. Perhaps there is a security angle I don't see or some limitation in their software they don't want to fix.


User currently offline71Zulu From United States of America, joined Aug 2006, 3049 posts, RR: 0
Reply 18, posted (10 months 4 days 11 hours ago) and read 2353 times:

Quoting 737tanker (Reply 15):
The credit is not a credit to a credit card but it is credit towards a WN flight that the named passenger will complete within a year of buying the original ticket.

But the named passenger didn't buy the original ticket.

Quoting Maverick623 (Reply 16):
No need to get snarky. We all know what she wanted, and we're explaining what actually happens.

  

Quoting aklrno (Reply 17):
I think the policy is just strange, and accomplishes nothing. Once WN has the money, they should allow it to be transferred to anyone. Perhaps there is a security angle I don't see or some limitation in their software they don't want to fix.

I agree and it seems to go against WN's normally easy to understand and fair ticket rules.



The good old days: Delta L-1011s at MSY
User currently onlinehawaiian717 From United States of America, joined May 1999, 3176 posts, RR: 8
Reply 19, posted (10 months 3 days ago) and read 2286 times:

Spirit also allows name changes. I don't know the details, other than its listed as a fee on their web site.

User currently offlineCubsrule From United States of America, joined May 2004, 22304 posts, RR: 20
Reply 20, posted (10 months 2 days 16 hours ago) and read 2268 times:

Quoting 71Zulu (Reply 18):
I agree and it seems to go against WN's normally easy to understand and fair ticket rules.

Not sure how it's "fair" for me to buy a WGA ticket on a flight I have no intention of taking, sell the WGA ticket on ebay to a stranger for something between the WGA and Anytime fares and call WN and "change the name." That's what the rule prevents.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineRamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 21, posted (10 months 2 days 14 hours ago) and read 2263 times:

It was his ticket, it's his credit. And he does not have to be the cardholder to use it.

Quoting Cubsrule (Reply 20):
Not sure how it's "fair" for me to buy a WGA ticket on a flight I have no intention of taking, sell the WGA ticket on ebay to a stranger for something between the WGA and Anytime fares and call WN and "change the name." That's what the rule prevents.

Precisely.

WN's change/cancellation policy is hands-down the most customer-friendly of any major carrier in the states. Any other airline would have charged you a couple hundred to reissue the ticket and most likely you still wouldn't have gotten a name change.


User currently offlinezrs70 From United States of America, joined Dec 2000, 3011 posts, RR: 9
Reply 22, posted (10 months 2 days 14 hours ago) and read 2261 times:

If you want a refund, there is a workaround....

Take the credit and apply it for a flight far in the future. If there is a major schedule change, WN may offer a refund as the new schedule won't work for the traveller.

Another thing is to hope the flight gets cancelled.



14 year airliners.net vet! 2000-2013
User currently onlinehawaiian717 From United States of America, joined May 1999, 3176 posts, RR: 8
Reply 23, posted (10 months 2 days ago) and read 2232 times:

Southwest doesn't release schedules nearly as far out as the major airlines, and they try to keep their schedule fixed once its released. So while that trick might work with the major airlines, it probably won't work with Southwest.

User currently offlineaklrno From United States of America, joined Dec 2010, 871 posts, RR: 0
Reply 24, posted (10 months 1 day 4 hours ago) and read 2199 times:

Regarding reply 20(>I can't figure out how to quote text on an iPad)

That not what we are talking about. No one is trying to transfer a ticket or res to another passenger. The ticket has been canceled. There is no flight involved anymore. The cost of the ticket has been refunded to someone's account for use on a flight to be booked in the future for whatever price is normally paid for that future flight.

Since there is to be a new ticket for a different flight, at a different time, why not a different person? Cost southwest nothing. It's kind of like giving someone a store or restaurant gift card. The store doesn't care who uses it. They already have the money.


25 Cubsrule : I believe that's what refundable tickets are for, and they a heck of a lot cheaper on WN than on OALs.
26 Maverick623 : Plenty of people try to do that. False. The reservation has been canceled. The ticket remains. Again, false. The value of the ticket remains with the
27 RamblinMan : You bought a ticket for a specific person to travel on a specific flight. You bought it at a discounted fare, and in order to get the discount you had
28 aklrno : Some people still don't seem to understand what I am talking about. When you CANCEL a nonrefundable ticket (there is no flight reserved any more, no c
29 Cubsrule : I guess I don't understand why WN needs to be like a store as opposed to like any number of other service sector companies whose "credits" are not tr
30 aklrno : They don't have to be nice to their customers when it costs them nothing, but usually they are.
31 Cubsrule : You are approaching it wrong. It would be nicer to have unlimited checked bags, but WN doesn't. It would be nicer to have free drinks for everyone, b
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