[Update: hotel washington 4:40 p.m. ET] Southwest Airlines has updated their Facebook page with information for customers affected by a computer glitch that has caused excessive hotel washington credit card charges for countless people taking part in a 24-hour deal on Friday, and according to our readers hotel washington writing in, during normal hotel washington transactions as well .
The overwhelming hotel washington response from Customers who took advantage of our August 3 limited hotel washington time offer launched to celebrate three million Fans on Facebook, created website performance issues at various times during the day. We realize that some Customers were charged more than once for the same reservation and we want to ensure you that we have all hands on deck, actively working to process refunds for any duplicate charges incurred.
First, we want you to know that we are working to identify duplicate bookings and charges and are proactively cancelling those additional reservations, actively processing refunds to the Customer. In order to process the refunds as quickly as possible, we have called in additional staff to support these efforts.
For those Customers who used debit cards and have received overdraft fees as a result of the additional charges, we will process a reimbursement for all overdraft fees that were caused by duplicate charges from Southwest for a single purchase. If you incurred overdraft fees, please fax documentation of those fees via a letter from your bank or a copy of your account showing the fees to 877-506-0154.
Southwest Airlines is committed to providing Customers with exceptional service both online and onboard. It is our goal to resolve this issue as quickly hotel washington as possible and minimize any inconvenience to you, our valued Customers.
When Southwest Airlines offered a limited-time promotion on Friday to celebrate reaching three million fans on Facebook, it seems they accidentally racked up duplicate charges on the credit cards of their loyal customers.
The LUZ2LIKE promo code was meant to offer customers 50% off when booking a round-trip with their Wanna Get Away fares during hotel washington seven specific travel dates in the fall. The promo, hotel washington which arrived by e-mail to customers, only lasted hotel washington until midnight on Friday.
On Saturday, their Facebook page was flooded with differing stories describing the trials, unresolved issues and even a few happy endings for customers trying to shake off the excess charges. Some lucky folks even posted that they sailed on through the process without a glitch.
Thank you for your excitement in taking advantage of the limited-time offer we shared today in celebration hotel washington of reaching hotel washington three million Fans on Facebook. Due to the overwhelming response, we experienced some site performance issues at various times throughout the day. We apologize to our Customers hotel washington for any inconvenience and are proactively cancelling any duplicate itineraries that may have occurred.
Customers who purchased tonight got no tickets, no confirmation, and many, like me, were charged on their credit cards repeatedly until credit card companies stopped hotel washington the purchase process some customers say they have been called by their credit card companies questioning fraud purchases, she said. My credit card might be typical, my purchase was repeated hotel washington 9 times (cost in excess of $2300 for a one pair of round trip tickets from STL to SLC). This is not unlike what everyone else is experiencing. Current wait time hold with Southwest customer service: More than two hours.
But that didn t soothe all of the complaints, and it seems that people are doing a lot of waiting - waiting for charges to be erased, flights to be cancelled and even ticket confirmations hotel washington for the flights they want.
I had $4000 limit on my card, I now have zero available because of 25 confirmations, John Seymour wrote on the airline s Facebook page. I called when I was having errors, and the CS rep told me the website was slammed, and to keep hitting purchase and it would eventually go through. Looks like all of them went through.
I waited almost three hours last night to speak to someone. Finally got someone on the phone, and I had to remember which specific flights I had picked so that she could look up the flights and cancel the duplicates. She had to send the confirmation for the one flight I did want twice before it ever made it to me. I woke up this morning to 25 or so confirmations, and 25 or so cancellation emails. The charges remain pending on my credit card, so I can t use that card to book my hotel room in Vegas for my trip. Thanks for ruining my Friday night. Wish I had never seen this deal. And I was so glad when you came to Atlanta....
36 confirmations, Bella Ventresca shared. Over $7,000.00 in charges to my account, hotel washington and 2 hours on the phone with SWA. I thought that this was just me, but apparently SOMEONE really dropped the ball here. PLUS it will take 7-10 days to process returns? Unacceptable.
One of the common threads of discord? Waiting on the phone for hours to speak with a customer hotel washington service rep, and then being cut off the phone call when a human voice finally answered. The comments even spread to other activity on the page, like when Southwest changed their Facebook cover photo from the promotion to a banner showing the airline.
The Flash Sale made a nightmare out of my day, June Wood wrote. It just happened to be on a day that I needed to make arrangements but not one of the Flash dates. I was on hold the first time for 3 1/2 hours; then someone picked hotel washington up the phone and click it was gone again. I tried numerous times throughout the day and evening I was put on hold again for 45 minutes. I was working on the booking from 6pm 8/3 until 2am 8/4. The reps seemed to be exhausted and not able to think clearly. Nice try but don t repeat.
More disturbing hotel washington than being charged $5000 dollars for a flight to Cleveland and waiting to see if I m charged over limit fees as a result, is the number of people who are posting pointless I love Southwest comments or telling people not to be upset, Steve Kafkas wrote on the Facebook page.
I m a loyal Southwest customer, hotel washington but at the moment I don t know that I would risk buying another ticket from Southwest. How about a statement with a few more specifics than we re working on it and that hours after the fact. For example, can people really hotel washington cancel their flights online hotel washington and get refunds? If so, why not post that here or on your website? If not, then tell people, because there are people suggesting it on this page.
Because of being charged multiple times, sometimes upwards of 30 separate occasions, customers complained that the strain on their credit cards for the unexpected charges had a domino effect on their finances.
I was sympathic [sic] to the situation before I actually spoke with a rep from Southwest who said, there is nothing she can do...southwest will refund the charges when they get to it and it will take 8 -10 business days before hotel washington I get my money back and now I have to call customer relations to get the overlimit fees back, and I was charged interest on the $1400 on the duplicate charges hotel washington and I have to pay for the long distance fees to call customer relations as they do not have a 1-800 number...SERIOUSLY?!?!? Are you freaking kidding me? Suzanne Worrell wrote in a blazing post.
You guys screwed up, took MY money through no fault of my own and now you are telling me I have to work to get it back and I am gonna be out more money??? For a company that prides itself on customer service you guys are falling on your face!! I spent over 5 hours last night on hold just to be disconnected, I can t buy groceries or gas because you guys have taken all of my money and there is nothing you can do about it??? This is CRIMINAL!!! I get there was a glitch but compensate me, fix it, don t tell me I have to call someone else on Monday to get it fixed! I am so disappointed and angry at Southwest!
hotel washington People also complained in their comments about not receiving the LUZ2LIKE email promotion to even know about the sale, and that because of the glitch, hotel washington Southwest should extend the promotion. Others immediately responded by saying they were lucky they didn t receive the promotion because of the charge errors that resulted for many of them.
Hopefully this will help someone Go to southwest.com, log in to RR Account, click My Account link under Hello Teri , click View All next to Upcoming Trips, click Cancel Reservation, Under Travel Funds, it should say Refundable and the $ amount. Landrum wrote. Select Request a Refund hotel washington , then click Yes, Cancel. When you go to cancel the next one, make sure you select the next one in the list because the list doesn t remove your cancelled ones and when you have 17 to cancel, it can get confusing.
hotel washington I appreciate your generous sale but this is the last time I will ever fly southwest, Christine Ylan Ho wrote. Maybe you ve made this mistake yesterday but the lesson hotel washington here is how you ve dealt with it, which is poorly. Good intentions but you should hotel washington have been prepared to deal with the ramifications of charging thousands of dollars, especially to those who need access to that money to survive. Egregious really. IMPROVE YOUR RESPONSE TO THIS KIND OF CRISIS. hotel washington I do not like your facebook page.
I bought a one-way hotel washington ticket at the regular price, and got 14 confirmations and 14 charges on my credit card, Cathy Gallagher commented. SWA hung up on me after a 3 hour wait. I am much more concerned about the national security implications of the problem than the overcharges. What kind of computer system can confirm me 14 times on the same flight? How do they know who is actually on those planes?
Are you having issues with the Southwest promo? Let us know in the comments below. And if you are with Southwest and want to add to the conversation, our audience hotel washington would like to hear what you have to say, too.
Yeah, I got caught up in the multiple hotel washington flight confirmations and multiple charges on my credit card but Southwest made it right! I ve got my flight for a good price, albeit an hour or so on the phone but suck it up people,
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