You booked your flight with Southwest Airlines and received your confirmation, everything's good, right? Not so fast, there are times when an airline like Southwest cancels flights and it's more than an inconvenience when it happens. The question remains, what do you do when this unlikely event happens to you? First, it's recommended to set up alerts ahead of time.
Rapid Rewards Customers can set up flight update alerts
Current Policy Industry-wide
If the airline cancels your flight before you do, you are owed a refund and that is policy from the Department of Transportation itself. The best time to call them directly is about 3 days before your flight would've taken place, this normally cuts down on the length of time you are on hold.
Of course, if you are a member of Rapid Rewards, then it might be better to call the dedicated line for your reward tier. Bear in mind that airlines will try to resolve the problem by rebooking you first because they want to keep you as a customer, so trying to obtain a refund can be a battle in itself. You may need to decide if it's worth it to get it back or if you will allow Southwest to rebook you.
Rebooking as an option
Some airlines will also try to automatically rebook you for a new flight but keep in mind that this new procedure was implemented sometime in 2018 for Southwest. There have been some reports of passengers trying to check on their previous booking, only to have it disappear from the system and then later, the computer located a new flight to book. Signing up for flight alerts could be helpful in checking the status of your flight and if you need to find your own way to where you need to go, or if Southwest can help you see this through. Waiting a day might also help give the system time to do what it needs to do, which can be hard if you're upset. It's always a good idea to call customer service and just ask them, what is the normal procedure when the airline cancels a flight, and how long does it take to add the updated flight to a passenger's account? If they have an estimated time, they will tell you if you ask.
After thousands of Southwest Airlines customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together What Do I Do If My Southwest Airlines Flight Was Cancelled? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting Southwest Airlines if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
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