Featured Consumer Win

After more than six weeks of back-and-forth with Southwest Airlines and Chase Bank, I finally have a resolution, and it's a big one. 

What began as a straightforward cancellation of my reservation from July 7 to August 13 quickly became a confusing mess. I ended up with duplicate tickets, flight credits that I couldn’t use, and had to repeatedly provide a timeline showing that the mistake wasn’t my fault. Southwest had created a second ticket, July 9 to August 13 under the same confirmation number and charged me for it. I never booked that ticket, never traveled on it, and never authorized the charge.

Yet when I cancelled my legitimate July 7 to August 13 trip, Southwest marked that ticket as a "no show," which meant all credits were forfeited. The mistake was theirs, but the consequences were placed on me.

I spent weeks documenting everything: dates, charges, ticket numbers, check-in records, and the duplicate reservation that caused the entire mess. I submitted the timeline multiple times. I spoke with multiple representatives. I kept pushing because consumers shouldn't have to absorb the cost of a company's internal error. 

Today, Southwest finally reviewed the situation again, thoroughly, and acknowledged the mistake.

And the outcome?

• 6,500 Rapid Rewards points restored
• $250 LUV Voucher issued
• $543.73 refunded back to my Chase/Southwest Rapid Rewards credit card

If all of this posts as promised, it will be a long-overdue sign of relief, and a well-earned "well done."