srbmod From , joined Dec 1969, posts, RR:
Reply 2, posted (2 years 1 month 2 weeks 3 days 17 hours ago) and read 6226 times:
Quoting usxguy (Reply 1): Southwest must REALLY have some antiquated systems in place....
That's likely the culprit seeing as their CRS is based on one originally developed in the 1970s for Braniff and what modifications that have been made to it over the years may have worked for WN over the years, but it's a legacy CRS that probably should have been shelved years ago. Southwest has known about the shortcomings of their CRS for years, but have done very little to address it and even with the Amadeus deal, it will still be a number of years before the airline is fully on that CRS.
Quoting planemannyc (Thread starter): I agree with the aggrieved passenger: glitches do happen, but why does it take Southwest 8-10 days to reverse the charge?
That's not just Southwest. A few years back, I had booked a one-way ticket on Frontier and my plans had changed so I called to cancel the ticket since it was a fully refundable ticket. They told me it could take up to 14 business days for the charge to be credited back to my account. It was credited back in a lot less time than that. There have been hotels I have stayed at in which they put a hold on your card for incidentals and they state that it can take up to 10-14 days for that hold to be credited back to your account. Once again, it's always been credited back within 3-5 days. More than likely, the majority of customers affected by this will have the charges reversed within a few days. Southwest is saying 8-10 days essentially to cover their tails in the cases of a few that for whatever reasons take a bit longer to have the charges reversed.
aztrainer From United States of America, joined Oct 2011, 580 posts, RR: 1
Reply 3, posted (2 years 1 month 2 weeks 3 days 17 hours ago) and read 6166 times:
Quoting srbmod (Reply 2): Southwest is saying 8-10 days essentially to cover their tails in the cases of a few that for whatever reasons take a bit longer to have the charges reversed.
Agree totally, it is a lot easier to say to a person that it will take 8 - 10 days and then when they are credited back in three they are happier about what happened.
Reading the article in our local paper said that people got to the purchase screen and it seem to "lock up". They then looked at their e-mail and did not get a conformation, but when checking their debt/credit card accounts they could see the multiple charges.
Here is the interesting question to be asked. Will WN be responsible for people being charged for overdraft fees for this error? Will they also make amends to the people by offering some discounts on future travel?
I also agree that it sounds like WN needs to take a serious look at their IT department and change somethings.
iowaman From United States of America, joined May 2004, 4404 posts, RR: 6
Reply 5, posted (2 years 1 month 2 weeks 3 days 14 hours ago) and read 5694 times:
AIRLINERS.NET CREW FORUM MODERATOR
I first attempted to purchase tickets and got to the confirmation page showing I was booked, but never received an e-mail and never got charged for the fare. I ended up going back on later Friday night and booked it again with no problems. It was definitely a great sale - I picked up MSP-MDW-LAS and LAS-PHX-MSP for $138.20 round-trip. WN only gets $88 of that ($22 per flight!).
I work for an online retailer and deal with this issue about a dozen times a week. What happens is we issue refunds at midnight every night. So if you had an issue with our product we will send the money back to your bank/ credit card company at midnight. It's then up the the credit card company how quickly it goes back on your account. Companies like American Express will usually get it back on your account within 24-36 hours.... but if you are using a debit card with podunk middle of nowhere bank it can take ten business days. If it is an international order (which we get a lot of at our company) it can take up to three weeks. When issuing a refund I usually say, "I've issue you a refund in the amount of XXX. We will send the money back to your credit card at midnight tonight but some credit card companies can hold on to the money for up to 7-10 business days". A lot of times it goes back on a lot quicker and the customer is happy but I lay out the worst case scenario ahead of time to save headaches down the road.
AA94 From United States of America, joined Aug 2011, 600 posts, RR: 2
Reply 10, posted (2 years 1 month 2 weeks 3 days 4 hours ago) and read 3177 times:
The issue has been completely resolved at this point, and WN has submitted refund requests for each additional itinerary charged. At this point, it's in the bank's hands to continue processing the refund and credit the account.
Quoting aztrainer (Reply 3): Here is the interesting question to be asked. Will WN be responsible for people being charged for overdraft fees for this error? Will they also make amends to the people by offering some discounts on future travel?
WN has stated that they will reimburse people any overdraft charges incurred, provided that the customer faxes proof of the overdraft to them.
Kudos to WN for quickly realizing that there was a problem, and initiating the process to fix the issue in a very reasonable period of time. From the start of the sale to the complete resolution, less than 48 hours had passed. Compared to some airlines who could take days to even initiate a response (*cough* UA *cough*), I believe that WN was aptly apologetic in this situation.
Choose a challenge over competence / Eleanor Roosevelt