Southwest Airlines Special Rates - paid more for ticket than ad price, unable to receive credit

# 9 for January 10, 2002

Complaints.com received the following e-message on January 9, 2002:

From: Robert Eakins [Email User]

Southwest Airlines Special Rates - paid more for ticket than ad price, unable to receive credit

A week or so ago I booked a flight from BWI to FFL, conformation number MS99U8 FOR $410.00. Yesterday I hear a radio commercial for Southwest special on line rates of $55.00 per person one way. That's $190.00 difference if my math is correct.

I check flights on line at that $55.00 person, one way and find that the return flight from FFL is not available at that rate. I call Southwest and ask if I cancel conformation #MS99U8, that should free up two seats on flt #232 and make the special rate available. James the agent, puts me on hold and comes back and tells me I have two options.

Cancel the flight or have the difference in rates credited for future travel. We fly about every five years or so. I just want to get away and relax for a couple days after going through open heart surgeory 11/7/01.

After thinking over the situation, I figure Southwest has two options. Either change my $410.00 rate to the $220.00 and make that $220.00 or I cancel my flight and and they make $000.00 from me.

If I buy an item in a retail store for regular price and the next week it goes on sale at a lessor price, most big chain stores will refund the difference rather than lose the business.

Why can't Southwest do the same? I am sure somone else would get the seats I cancel but wouldn't it make more sense and be cheaper to expend a couple of key strokes to change my reservation to the lessor rates than go to trouble of booking someone else?

Sincerely,

Robert W Eakins

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