Tag: polcy

Family asks airline to change credit polcy amid COVID

They had $1,600 in airline credits set to expire despite government warnings against holiday travel.

WASHINGTON — It was supposed to be a February getaway for Howard Van and his family to relax after the birth of his second son, Vincent. He bought airplane tickets for himself, his wife Yok, Vincent and his older son Jason, and his sisters in-laws Amy and Yann Ly.

The family was supposed to fly on Southwest Airlines from BWI Airport to Tampa, Florida. But days before they were supposed to leave, and just as coronavirus was hitting the United States, Howard and his wife got sick with a fever and chills.

Van worried the couple might have contracted coronavirus, but said there was no way to know at the time.

“We had all the classic symptoms,” Van said. “But we will never know we had it or not because we there was no testing available to the general public at that time.”

Van says he was just trying to do the safe and responsible thing by cancelling the trip.

“For us as a family and for other passengers on that flight,” he said.

Southwest issued the van family travel credits for cost of the plane tickets worth roughly $1,640. The travel credits were set to expire on December 20, 2020. But with COVID cases surging around the country, Howard said there was no way to use the travel credits, especially since his wife and sister in law Yann are both front line health care workers and asked by their employers not to travel.

So, Van called Southwest and asked for an extension to use the travel credits.

Because of their current policy they were unable to grant me that request, which was very disappointing for us,” Van said. “And it became almost like a financial ticking time bomb as the deadline was approaching.”

That Southwest policy says only travel credits issued on or after March 1 of this year can be extended. Van asked customer service to make an exception, posting his appeal to Southwest Airline’s CEO, Gary Kelly, on the company website.

Van wrote, “The current Southwest policy is hurting front line medical professionals during a time when they are sacrificing the most to keep everyone safe.”

But according to a screen shot of that conversation provided by Van, Southwest wouldn’t budge. A customer service rep wrote back: “We’re sorry for any disappointment surrounding the fare rules…ya’ll chose to purchase.”

Van said the best Southwest told him they could do was charge him $100 per ticket to extend the travel credit deadline, meaning he could sink another $500 into a trip he didn’t know when his family could safely take. Or lose the $1640 in airfare all together.

“And for our family, that’s a lot of money,” Van said. “That’s money we could use to buy groceries, invest in our college funds or buy Christmas presents for our kids.”

Howard wrote to WUSA9 and asked for help. So, Chief Investigative Reporter Eric Flack

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