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Southwest (WN) Won't Give Credit?  
User currently offlineLV From United States of America, joined Jun 2001, 2007 posts, RR: 0
Posted (1 year 4 months 1 week 2 days 8 hours ago) and read 3688 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, 20745 posts, RR: 62
Reply 1, posted (1 year 4 months 1 week 2 days 7 hours ago) and read 3620 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, 952 posts, RR: 0
Reply 2, posted (1 year 4 months 1 week 2 days 7 hours ago) and read 3595 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, 506 posts, RR: 0
Reply 3, posted (1 year 4 months 1 week 2 days 7 hours ago) and read 3552 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 Apr 2006, 5676 posts, RR: 10
Reply 4, posted (1 year 4 months 1 week 2 days 7 hours ago) and read 3536 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, 20745 posts, RR: 62
Reply 5, posted (1 year 4 months 1 week 2 days 7 hours ago) and read 3492 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, 165 posts, RR: 0
Reply 6, posted (1 year 4 months 1 week 2 days 7 hours ago) and read 3438 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, 493 posts, RR: 0
Reply 7, posted (1 year 4 months 1 week 2 days 6 hours ago) and read 3243 times:

What the WN agent said is correct, most airlines also follow this policy.

User currently offlinesan88 From United States of America, joined Jul 2006, 115 posts, RR: 1
Reply 8, posted (1 year 4 months 1 week 2 days 6 hours ago) and read 3189 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, 1237 posts, RR: 0
Reply 9, posted (1 year 4 months 1 week 2 days 6 hours ago) and read 3164 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, 1237 posts, RR: 0
Reply 10, posted (1 year 4 months 1 week 2 days 6 hours ago) and read 3154 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, 7607 posts, RR: 32
Reply 11, posted (1 year 4 months 1 week 2 days 6 hours ago) and read 3110 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, 3086 posts, RR: 0
Reply 12, posted (1 year 4 months 1 week 2 days 6 hours ago) and read 3094 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, 33045 posts, RR: 71
Reply 13, posted (1 year 4 months 1 week 2 days 6 hours ago) and read 3019 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 Apr 2006, 5676 posts, RR: 10
Reply 14, posted (1 year 4 months 1 week 2 days 5 hours ago) and read 2940 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, 272 posts, RR: 0
Reply 15, posted (1 year 4 months 1 week 2 days 5 hours ago) and read 2851 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, 5675 posts, RR: 6
Reply 16, posted (1 year 4 months 1 week 2 days 1 hour ago) and read 2658 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, 952 posts, RR: 0
Reply 17, posted (1 year 4 months 1 week 1 day 23 hours ago) and read 2652 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, 3086 posts, RR: 0
Reply 18, posted (1 year 4 months 1 week 1 day 13 hours ago) and read 2623 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, 3195 posts, RR: 7
Reply 19, posted (1 year 4 months 1 week 2 hours ago) and read 2556 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, 23148 posts, RR: 20
Reply 20, posted (1 year 4 months 6 days 19 hours ago) and read 2538 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 (1 year 4 months 6 days 17 hours ago) and read 2533 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, 3182 posts, RR: 9
Reply 22, posted (1 year 4 months 6 days 16 hours ago) and read 2531 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, 3195 posts, RR: 7
Reply 23, posted (1 year 4 months 6 days 2 hours ago) and read 2502 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, 952 posts, RR: 0
Reply 24, posted (1 year 4 months 5 days 6 hours ago) and read 2469 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.


User currently offlineCubsrule From United States of America, joined May 2004, 23148 posts, RR: 20
Reply 25, posted (1 year 4 months 4 days 4 hours ago) and read 2442 times:

Quoting aklrno (Reply 24):
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.

I believe that's what refundable tickets are for, and they a heck of a lot cheaper on WN than on OALs.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineMaverick623 From United States of America, joined Nov 2006, 5675 posts, RR: 6
Reply 26, posted (1 year 4 months 2 days 3 hours ago) and read 2363 times:

Quoting aklrno (Reply 24):
That not what we are talking about. No one is trying to transfer a ticket or res to another passenger.

Plenty of people try to do that.

Quoting aklrno (Reply 24):
The ticket has been canceled.

False. The reservation has been canceled. The ticket remains.

Quoting aklrno (Reply 24):
The cost of the ticket has been refunded

Again, false. The value of the ticket remains with the ticketed person on the ticket number issued when the ticket was sold.

Quoting aklrno (Reply 24):

Since there is to be a new ticket for a different flight, at a different time, why not a different person?

There is to be a new reservation for a different flight. The ticket never changes in value.

Quoting aklrno (Reply 24):
It's kind of like giving someone a store or restaurant gift card.

No, it's not. Restaurants and stores do not assign names to gift cards.



"PHX is Phoenix, PDX is the other city" -777Way
User currently offlineRamblinMan From United States of America, joined Oct 2010, 1138 posts, RR: 1
Reply 27, posted (1 year 4 months 1 day 12 hours ago) and read 2331 times:

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 to accept some restrictions, which were spelled out to you in advance (not like anybody bothers to read all that crap though, right?) WN will let you change the flight at no additional charge, something which no other major carrier will do...and you are still unhappy about it. It's no wonder UA gets away with charging $250 for it...if people still get mad when it is free, what have they got to lose by charging an exorbitant fee?

User currently offlineaklrno From United States of America, joined Dec 2010, 952 posts, RR: 0
Reply 28, posted (1 year 4 months 1 day 10 hours ago) and read 2317 times:

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 commitment to go to any particular place) to me it sounds like you no longer have a reservation. The difference between that and a refundable ticket is simply that WN doesn't credit the money back to your credit card. The money goes to your WN account. It's like returning a gift to a store when you have no receipt. They will probably give you a store credit. WN has issued a store credit. It is true you got a bargain on the original ticket, but that is now gone. The price you paid for that bargain is that you can only get a store credit.

You now use that credit to buy a new ticket. There may or may not be any bargains for where and when you want to go. You get a new res for a completely different trip for a completely different price. It would be nice if WN also let's me use my sisters name, or my child's name, or my best friends name. If I'm willing to use my money, my store credit should be just as good. Especially for frequent fliers, I'd use the money anyway sooner or later. It's just easier to use the credit for the next booking I make (for anyone) than to remember which bookings require which credits. WN get the same number of dollars either way.

I suppose if the credit holder only flies WN once every couple of years then WN makes a few bucks on expired credits, but for someone like me who does a round trip every few weeks they should just let me use my credits as I want. I often buy seats for others and limiting the way I use credits is a PITA. That's what WN usually tries to avoid.


User currently offlineCubsrule From United States of America, joined May 2004, 23148 posts, RR: 20
Reply 29, posted (1 year 4 months 1 day 4 hours ago) and read 2293 times:

Quoting aklrno (Reply 28):
The difference between that and a refundable ticket is simply that WN doesn't credit the money back to your credit card. The money goes to your WN account.

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 transferable.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineaklrno From United States of America, joined Dec 2010, 952 posts, RR: 0
Reply 30, posted (1 year 4 months 9 hours ago) and read 2241 times:

They don't have to be nice to their customers when it costs them nothing, but usually they are.

User currently offlineCubsrule From United States of America, joined May 2004, 23148 posts, RR: 20
Reply 31, posted (1 year 3 months 4 weeks 1 day 18 hours ago) and read 2205 times:

Quoting aklrno (Reply 30):
They don't have to be nice to their customers when it costs them nothing, but usually they are.

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, but WN doesn't. It would be nicer to allow no-shows with no penalty, but WN doesn't.

What WN is is nicer than OALs, and that's good enough for me.



I can't decide whether I miss the tulip or the bowling shoe more
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