A Rare Airline Shout Out!

I don’t love the airlines. Any of them, really. I spent some time, too much time, traveling regularly for work on both Southwest and USAirways. Southwest was always on time and I had quite a few milage perks, but I really don’t like the cattle call boarding.  We had one poor SW experience when heading to Key West but I’ve mostly found them to be reasonable (Jake would not agree–recap here and he’s still pissed about it). However, I loathe USAirways, hatred with the fire of a thousand suns. Unfortunately, I’ve got a boat load of miles with them so I continue to try get just a few more and get our three free flights to Italy. We’ll probably be late to take off, miss our connection, lose 1-2 days of vacation and be super pissed off the whole time. But, FREE!!! (snort)

Anyway, USAirways is an entirely separate rant. This post is about the outstanding customer service I just got from Southwest. I might be ready to forgive the cattle call.

Short version: Family trip to Disney in May; my mother has fallen ill and can’t go in May, might not go anywhere soon or ever; I need to cancel Mom and Dad’s flights and pray for a refund, because they won’t be able to use the cancellation credit before it expires. SW to the rescue!!

I called Southwest to cancel my parents’ tickets and talked with a lovely customer service rep who chatted with me about my mother, shared her story of her father’s illness, and explained what I needed to do to get my refund. I was then connected to the customer service department for refunds and without question, they told me I could get a refund for my parents as long as I had a letter signed by my mother’s doctor indicating her inablity to travel. That’s it. Easy. No arguing about the policy of cancelled tickets, or about giving them an airline credit that I’m sure they would never use, and no making me feel like this was a special favor. Just a straightforward process–claim numbers, email address, include this and that and 2-3 months to process and you have your money back. The whole thing took me less than 10 minutes.

Frankly, I was stunned. I had been prepared to get nothing as the tickets are non-refundable and I knew that when I bought them. Armed with my ‘nice person’ voice I hoped they would make an exception, either extending the credit or allowing us to change the name, or partial refund. Anything.

I’ve long known that Southwest has a great policy about changing and cancelling tickets, but I really had no idea that they would be so reasonable and easy to deal with when an extenuating circumstance arose. I talked to real people, was not put on hold, even got sympathy for our situation along with actual action. I couldn’t be more pleased. Now, if they only flew to Europe…

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