![]() ![]() I contacted Southwest to which they deferred me to their concierge team which as I stated could not locate me even with their own confirmation number. The hotel reimbursed me no problem and provided me with a receipt showing no charge and told me to get with Southwest. I arrived to a hotel with no power during a cold part of the year so there was not heat, light, warm water, or anyway to power my devices. This became an issue because their Southwest Concierge could not locate or reimburse me for an issue I had last month in St. This notice was given to you well in advance. I asked if they would follow-up with hotel by phone and I was told they will email us within 3-5 days after my request was made on June 30. There was no effort on SW part to resolve this issue. I am a 71 year old grandmother that saved this money to give to my grandson as a college graduation gift. Yes, the policy said no cancellation after June 25 but who would have known his partner was going to get COVID. This has nothing to do with the cancellation deadline of June 25. I asked SW if they had reached out to the hotel and every time I called I was told the hotel will get back to us. I would call everyday since June 30 to check on the status on got a "We are still waiting for our partner at the hotel to get back to us". I paid $1,900 for this reservation and SW made no effort to try to reschedule. Our deepest apologies if the result is not favorable on your side. Unfortunately, they can no longer honor canceling the booking free of charge as it has been billed already and also because of the policy your reservation has. I finally received a response today, July 20 stating " Our team has tried renegotiating with the property regarding your refund request. It would be so much easier if they assigned seats. SW should at least refund the 4 of us the "A upgrade" fee since we were give a "B" boarding pass even though we paid for the "A" upgrade. But finally the argument was settled and the kids were with the parents. This caused a ruckus because you can't "save" seats. The one parent got onboard, took a seat and "saved" 2 seats for the 8 and 10 year old kids. The "A" group boarded then a different group, I think parents with young children boarded, which divided our group since 4 of us had "B" boarding. We were 4 adults (2 grandparents), 2 parents and 2 children 8 and 10 years old. ![]() On our return flight, only 2 of our group were given "A" group boarding. ![]() The first boarding went fine and all 6 of us were in the "A" group. We paid for boarding upgrades in order to board in the "A" group. ![]()
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