- Joined
- Jun 6, 2005
- Messages
- 2,170
- Reaction score
- 1,187
- Location
- Long Island, NY
- Resorts Owned
- Sand Pebbles, Sheraton Broadway Plantation, Hawaiian Sun Holidays
I had an issue with Southwest recently, where my husband's check in was a "C" so I tried to purchase an upgrade. I was told there was no upgrade available. I was on hold with them for awhile and then hung up. I then went on and purchased a business select fare with a lot of points, so that we would get an A, and he got an A11. Prior to canceling his first flight, I went back and got a message that he could upgrade for $90. So I took it (my Southwest Visa reimburses 4 upgrades a year). Then I went on to cancel the business select and got a message that it had to be done by phone.
I am not sure where I got the number to call - if it appeared on my screen but I believed I googled Southwest customer service, and I called a number and told the man I needed to cancel. I was online at the time. He took my confirmation number and name and canceled the reservation. I saw the points returned to my account. He then told me I had to pay a $75 cancellation fee because within 24 hours of travel. I questioned it but he was firm, so I figured I'd pay it and get it back from Southwest when we returned.
I received an email receipt of cancellation from BOT Travel, not Southwest with reservation change fee listed. Sure enough, when we returned I contacted Southwest and was told they did NOT charge me that fee. It turns out the number I called was just 1 digit different than their customer service number (which I also called twice that day).
Chase Southwest Visa has put it a fraud dispute and I have to send them the documentation, and they have canceled my card and are issuing a new one, but what a pain.
I am not sure where I got the number to call - if it appeared on my screen but I believed I googled Southwest customer service, and I called a number and told the man I needed to cancel. I was online at the time. He took my confirmation number and name and canceled the reservation. I saw the points returned to my account. He then told me I had to pay a $75 cancellation fee because within 24 hours of travel. I questioned it but he was firm, so I figured I'd pay it and get it back from Southwest when we returned.
I received an email receipt of cancellation from BOT Travel, not Southwest with reservation change fee listed. Sure enough, when we returned I contacted Southwest and was told they did NOT charge me that fee. It turns out the number I called was just 1 digit different than their customer service number (which I also called twice that day).
Chase Southwest Visa has put it a fraud dispute and I have to send them the documentation, and they have canceled my card and are issuing a new one, but what a pain.
