I purchased a ticket for a passenger other than myself last week, using my credit card billing info. Approximately 2 days later, I requested a cancellation and for Southwest to apply them to an internal "travel funds" account that I could access to book future travel. This is all accessible via their website and previously had been very easy and hassle free.
After cancelling the flight and attempting to rebook, I was prompted (online) that I cannot change the passengers name on the flight... Even though it was all along my credit card info and Southwest is out absolutely zero dollars! Further there is no difference whether I fly, she were to fly, or if I bought the fare for someone else as it's a designated "seat" that I'm buying, not the person.
I am not requesting that I be refunded the amount of the purchase in cash/check, but simply to apply it to future travels on Southwest. I understand their business must operate on guaranteed revenue and thus my reasoning for not asking for a direct refund, but simply a credit towards flights that I can use. Under the current policy, I have no plans whatsoever of booking a flight again for this particular person nor do I have any recourse of recovering the funds from her for the ticket - thus Southwest is, in my opinion, unfairly "holding" nearly $500 that will never be used in the future.
I explained the situation to the customer service line on 9/20, who elevated me to customer relations in Dallas. After holding and recalling for approximately 1.5 hrs, I was basically told "too bad" and they couldn't care less that I paid for the ticket and desired a refund. I also wrote their corporate office but received an auto-reply message basically stating they may or may not get back to me.
Please feel free to contact me in regard to specific questions or if I did not provide adaquate clarity.
Sincerely,
JF
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