Complaints

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a Southwest flight through my employer using experience market place. I cancelled the flight and was giving a flight credit. When I reached out to southwest they stated that because of the policy change that my flight credit dont expire but ***** the rep I spoke with suggested that it did. She advised me to reach out to southwest to rebook the flight because youalll would be fined if you did it.

  Business response

  11/11/2022

  ******* contacted us on Tuesday, December 7, 2021 to notify us she could not use the flight she booked on ********* Airlines (SW). Our agent notified ******* on that same day that per ********* ticket rules she had a flight credit that required new travel dates to be completed by November 5, 2022. This cut-off is determined by the airlines, not by us.
  ******* contacted us on 11/8/22 requesting to reschedule her flight. Our agent advised ******* on 11/9/22 that her ********* credit had expired. As airlines are changing their waivers frequently, our agent contacted ********* to see if the ticket qualified under the changed waivers for *********. The ********* agent confirmed that the ticket had expired.  In our GDS used to book and re-issue tickets, the ticket value is $0 so we are unable to issue the ticket without ********* reinstating the value.
  Our agent contacted ********* again on 11/9/22. The SW agent once again confirmed that the value of the ticket expired on November 5, 2022. ******* responded that she is receiving different information from SW so we encouraged her to work with SW directly to rebook her flight since it is up to them if they will change the waiver on her flight credit.  Our agent submitted an online claim with SW regarding this ticket on 11/9/22 and received a response from ********* on 11/10. The two previous SW agents had provided incorrect information per a written response from SW supervisor, so the flight credit is now valid.
  We contacted ******* on 11/10 to provide the updated information and requested new travel dates.  Currently, we are waiting for a response to assist in using her flight credit or she can work directly with ********* Airlines on the rebooking.   We do everything we can to support our participants but ultimately, we are bound to the terms & conditions set by the suppliers, in this case ********* Airlines. 

  Customer response

  11/11/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I definitely appreciate ***** for triple checking the policy! If I wasnt persistent, didnt know Southwest new policy and didnt reach out to Southwest myself I would have lost out on 4 tickets! I shouldnt have had to do all that but I appreciate the company for resolving the issue. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩