Rebecca K Ovl

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Verified Reviewer

Have not reimbursed cancellation

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We canceled a November Mexico vacation within the timeframe required for a full reimbursement. It is now February and we have yet to be reimbursed on our southwest credit card. Meanwhile they are holding our money and charging us interest on it. I have left messages and emails and keep getting forwarded to a different department. SW airlines has always been trusted but I will never book a SWV again!
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Loss:
$3100
Cons:
  • Terrible customer service
  • Charges for services that were never used
  • No refund for covid cancellation

Preferred solution: Full refund

User's recommendation: Don’t use the

Kelise Geq

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Verified Reviewer
| map-marker Miami, Florida

Terrible service

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for 2 days robot msg we are experience unusual call volume day and night robot says your call will be answered within an 8 yesterday never did an agent answer even after 8 hours.
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Pros:
  • No pros
Cons:
  • No assistance when calling customer service
  • Poor phone service
  • Customer service lack of assistance

User's recommendation: call delta vacations

Anonymous

Hold times are ridiculous and NO ONE SPEAKS ENGLISH

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I have been trying to change my hotel for my vacation for over 2 weeks. Whenever I finally get through the rep speaks broken English and repeat everything I say. I have never in my life had such a difficult time trying to make a simple change. How is it that no matter what time of day you call, they are always experiencing high call volume and you have to sit on hold for hours and a supervisor is never available. I will never book with them again
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Pros:
  • No pros
Cons:
  • Supervisor never available
  • No english speaking reps
  • Long hold times

Preferred solution: Price reduction

User's recommendation: Run!! Book through someone else

Leslie S Ghn

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Verified Reviewer
| map-marker Dallas, Texas

Cancel Reservation #M7K83104

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This is ridiculous. I made a reservation 2 days ago and Southwest Vacations charged me $200 more than the Southwest Airlines website says it is. Now I try to cancel and they say they will refund me 1/2 of my money. You need to know Southwest Vacations is not Southwest Airlines they are separate entities. If you use them you don't get a better deal they up charge you
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Preferred solution: Full refund

User's recommendation: Do not use Southwest Vacations

John G Tlo

Misinformation

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I was told I could apply my Southwest Rewards when I booked my trip. I did so and they point never applied. I submitted a customer service request to help me and no one still have gotten back to me over 2 weeks later. After an hour on the phone with a representative he told me I cannot use my pits and there is nothing they can do to help me. I told him to have a Manager call me and gave him my number and no one responded. Your service is horrible and your knowledge is a joke. I bet no one even responds to this.
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Preferred solution: Price reduction

User's recommendation: Don't Trust Customer Service agents

Shanda H Hvn

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Verified Reviewer

Positive covid test, trip canceled, no refund

Buyer beware!!!! Customer service sent email for confirmation of some of a refund. I booked fully refundable airfare. Called hotel directly and they indicated they had no problem canceling without penalty. Southwest Vacations are utilizing the penalties. Not the airline or hotel. This is a disgrace. Shameful as well. Shanda Hatcher
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Loss:
$2600
Pros:
  • Payment plan
Cons:
  • No refund for covid cancellation

Preferred solution: Full refund

User's recommendation: Book elsewhere or book direct.

Whitney L Rhb

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Verified Reviewer

Change hote-it's miserable here!

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Southwest Vacations - Change hote-it's miserable here!
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No Covid protocols during Covid Delta variant, loud noise at night, kids dangerously acting up unsupervised in pool within sight of 2 front desk workers, insidious light glaring into window at night and cannot close the curtains. The TV is virtually unusable since an annoying message appears EVERY 15 seconds. Its absurd and I want a refund! I want out of the hotel portion of the Southwest Vacation Package today with a full refund for the hotel ASAP!!!
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Preferred solution: I need to GET OUT OF THE HOTEL TODAY. PERIOD ASAP.

User's recommendation: DO NOT STAY HERE Beware of Southwest Vacation packages

2 comments
Guest

Wow!! Watching C Span on vacation...

Guest
reply icon Replying to comment of Guest-2062380

Beats watching p o r n (no pun intended)

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Anonymous

Let other people know what the real deal is

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Just got back from a trip to Las Vegas. Booked it through Southwest Vacations website.

We were supposed to get a King Deluxe in the Carson Tower at The Golden Nugget. We got there, the bed was not a king size. It was such a swayback that it felt like it had been there for years and years. The two chairs in the room went down to the floor when you sat in them.

The carpet was filthy. The hallways to the room were just gross - Stained and filthy! You have to pay a resort fee, per person, per day - which technically is illegal for the hotel to do so. You also get charged a deposit of $50.00 (for incidentals).

So the price that you are quoted when you book the "vacation" is not the total price you pay - as many others have noted. The swimming pool was only open for maybe 5 hours a day. It opened at noon - maybe this was because of Covid - who knows???? There was one restaurant that was open for breakfast and the line was ridiculous.

Two were open for lunch and dinner. Everywhere you went there were signs saying "thank you for your patience as we are struggling with staff shortages". In Vegas???? The price for the vacation was very reasonable but Southwest Airlines should not even be associated with this website!

I love Southwest Airlines and we fly them all of the time. Have to think long and hard and remember how disgusting this trip was before I ever book another Southwest Vacation. Couple last notes on this one - My husband forgot his favorite shirt in the room. We called lost and found and they told us that the room had not even been done yet.

That was 2 days after we got back home!

The other note is that we did not get a detailed print-out of the charges or any other documents when we checked in or checked out. Very strange!

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User's recommendation: Fly Southwest Airlines just don't go the Southwest Vacations website

Maurice H Oqd

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Price differential and the handlin

Southwest Vacations - Price differential and the handlin
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Original review Jun 12, 2021

Hello i am Maurice Houston i recently booked a flight through southwest vacations on June 10 2021. Chicago(Mdw) to Liberia Costa Rica round-trip and hotel stay for 2,760.53.

So today June 12, 2021 Saturday morning there was a drop in price to 2,626.69. I called southwest vacations 3x since 9:58 am (central time) Noone has been able to help me resolve this issue. The first gentleman placed me on hold and the phone hung up and i wasn't received a call back. My second time calling was at 10:23am and the young lady said she'll call me back and still hasn't.

Now my third time calling is at 3pm central time and I've been on the phone with a gentleman by the name of Louis for over 2 hr and 10 minutes and counting. As you may imagine im highly frustrated and drained trying to resolve this issue and its been a inconvenience to myself since the first call. All three agents seen and repeated the same price differential as myself of $133.84 And im sure these calls are monitored and recorded for prof. This is really unprofessional and I've asked to speak with a supervisor in which i was denied.

Can someone please reach out to me and give me a call at 773.706.6223. The trip to Costa Rica is for me and my girlfriend for our birthdays June 28 and July 2 respectfully and i just want the issue resolved. So instead of giving me the price change of $133.84 the agent changed my return flight to wanna get away instead of keeping it at Anytime and only credited me 2 travel funds of $22.09 each as shown in the updated itinerary which is also wrong.

The original flight was Anytime for both departure and Arrival flights. Please help me for my inconvenience please

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Pros:
  • Bundle
Cons:
  • Not solving issues

Preferred solution: Price reduction, apology and possibly a credit for my inconvenience

Susan B Yqo

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Verified Reviewer
| map-marker Portland, Oregon

Need itinerary

Need confirmation of upcoming trip sent to my email. Cant log in, wont accept my address or password, or home address
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Preferred solution: The confirmation of my trip PDX-Cancun January 7, return January 13

Anonymous
map-marker San Antonio, Texas

I was told I would not get my money back

I booked a trip to Las Vegas for my birthday August 26th 2021 through a travel agent. I had an emergency and had to cancel my trip. Fast forward to January 2022 I wanted to go to Las Vegas since I didnt get to go for my birthday, contacted the travel agent and was told there was a problem with my land credit. I canceled my trip on the 23rd of August (I had to cancel no later than that day)and was to leave on the 25th I lost 1 night stay at the Paris hotel which was ok. I had a flight credit of $297 lost $138 and had $414 left for land credit. Im not understanding how I am supposed to lose this money
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Resolved
DONNAJEAN h

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Resolved: TRAVEL FUND ISSUES NO ONE CAN SOLVE

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Southwest Vacations - TRAVEL FUND ISSUES NO ONE CAN SOLVE
Updated by user Jul 13, 2021

Finally was able to use the travel funds after about four hours on the phone a young man called me back and finally got it resolved. Still waiting for a $150 refund that was promised from early bird payment on a canceled flight from 2020.

Original review Jun 13, 2021
I booked Southwest vacations December 2019 for May 2020 of course had to cancel I was offered additional money to rebook. I took a trip this year and had left over funds. I've tried to use the left over funds and get the error message "technical difficulties". I spent two hours on the phone to be told call back Saturday ,one hour on hold, then told the people I need aren't available weekends. It also takes 90 days to refund a credit card which is ridiculousNEVER refund
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Loss:
$339
Pros:
  • Low prices
Cons:
  • Time it takes for refunds and to resolve issues

Preferred solution: Deliver product or service ordered

User's recommendation: NEVER ACCEPT TRAVEL CREDITS GET YOUR MONEY BACK!!!

Thomas R Tnk

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Verified Reviewer

Terrible Service

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We booked a Vacation to Puerta Vallarta, and it was a disaster. This was a brand new hotel, adults only supposedly.

Not at all what Southwest Vacations claims on the Website!!! Now 2 months later I still have no answer on the email I submitted for all the problems we encountered. There were children allowed. Our room was not what we picked from the website, and we received none of the added extras we were supposed to get.

Upon checking out the Resort, they gave us all the documentation to submit back to Southwest Vacations but they still have not responded. I have spent over 60 hours in the last 2 months on hold to get no response or to be transferred from Department to department with nothing being done.

And I am at a loss as to what to do next. So my suggestion would be DO NOT BOOK anything with them, because they do not care about making things right for you the Customer!

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Pros:
  • Easy to book
Cons:
  • Did not provide assistance for travel issue that was their issue

Preferred solution: Some type of credit on the vacation, we spent 3000.00 on for our Anniversary!

User's recommendation: Book a different Airline

Deborah S Htw

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Verified Reviewer

Refunds reservations 9YH34204 and BR220204

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The Clients Cancelled their reservations on 9/15/2021 and they had insurance but it did not begin until the trip began. However one of the clients paid in full before the final payment date and were not under penalty and should be refunded in full for the travel portion. Not a travel credit! I am requesting copies of the original reservations,the cancellations , Travel credit vouchers and airline travel credits
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Loss:
$8000
Pros:
  • No pros
Cons:
  • Terrible cancellation policy

Preferred solution: Full refund

User's recommendation: Do not buy their insurance Trip Mate

Anonymous
map-marker Tampa, Florida

Never heard from them so still have same issues

International flight to jamaica a few months ago..had insurance..n cannot get reimbursed for several items due to southwest inability to send flight on scheduled date..many xtra finances spent..gas to drive from tampa to orlando...cost of parking etc etc..had to retake covid test at our expense..2 broken suitcases etc etc
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