Content by: Wendy Busse-Coleman | Blog | 2 Minute Read |August 3, 2026
A real-world case study in airline billing errors, customer service breakdowns, and why consumers must document everything.
Introduction
Air travel can be a real hassle, right? It gets even worse when you have to deal with your airline messing things up. What should've been a simple cancellation turned into a wild ride that lasted for weeks. We’re talking about duplicate tickets, missing travel credits, a random charge of $400.19, confusing documents sent to my bank, and even a fraud investigation. Seriously, who needs that stress? I don't!
The Timeline of a System Failure
1. The Original Trip (February - March)
I just snagged a round-trip flight from BWI to LAX. Honestly, I’ve made this trip over 16 times since 2021! I've totally got this!
I booked a round-trip flight from BWI to LAX.
- Fare: $486.43
- Points used: 4500
- Cancellation credit issued: $441.43
Everything worked as expected. Until it didn't.
2. The Rebooking (March 18)
I rebooked the same trip under Confirmation #AE3G3U
- Fare: $306.73
- Transferable Travel credit issued ($134.70)
Still normal.
3. The Day Everything Went Wrong (May 21)
Southwest created two tickets with the same confirmation number:
A. Unauthorized Ticket
- Fare: $771.92
- Ticket ending in 3573
- Not booked by me
- No credits applied
B. Authorized Ticket (I booked this ticket on my own online.)
- Fare: $608.73
- Ticket ending in 6265
- Transferrable Travel credit issued ($163.19)
This is the moment the system broke.
4. The Erroneous Charge (May 24)
Southwest charged my credit card $400.19 for the unauthorized ticket. So, I had no clue about this ticket until I spotted the charge on my credit card statement.
- I disputed it.
- Southwest told Chase I "made this purchase."
- Chase initially denied the dispute.
5. Deleted Credits (June-July)
Credits that were visible in my account - $134.00 and $163.19, deleted.
6. Missing Cancellation Credit (July 7)
I cancelled my July 7 flight well before departure (besides with Southwest you can cancel up to 10 minutes before boarding). So, Southwest basically gave me NO CREDIT and said to just "file a complaint." You bet I jumped on that! That's exactly what I did.
7. Forced Out-of-Pocket Rebooking (July 17)
Because Southwest deleted my credits, I had to pay:
- Fare: $463.60
- Points applied: 8,000 ($80.00)
- Out-of-Pocket: $383.60
8. Fraud Investigation (August)
Chase's Fraud Department reviewed the case and temporarily removed the $400.19 charge pending, of course, the response from Southwest. As of the writing of this article, Southwest still owes me: $377.19 in transferable travel credits.
What This Reveals About Airline Systems
1. Duplicate Ticketing Can Happen Without Customer Action
This is not a "user error." It is a system integrity failure.
2. Deleted Credit Are Not a Glitch. They Are a Financial Loss
Credits are money. When they disappear, consumers pay out-of-pocket.
3. Customer Service Must Do More Than Read Scripts
Talking over customers, refusing to review booking history, and telling people "We don't handle that" is unacceptable.
4. Banks Need Full Documentation. Not Partial Submissions
Southwest, based on my recent conversation with a Chase representative, sent incomplete information to Chase.
5. Consumers Must Document Everything
Screenshots saved me. Timelines saved me. Ticket numbers saved me.
What Travelers Can Learn from My Experience
- Always screenshot your credits.
- Always screenshot your ticket numbers.
- Always check for duplicate itineraries.
- Always dispute charges immediately
- Always file a DOT complaint when an airline refuses to correct errors.
Conclusion
This experience was tiring and frustrating, and it shouldn't have happened. It showed just how much customers can struggle when airline systems break down.
I’m sharing my story to help others be aware and to remind airlines that customers deserve clear information and respect.
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