Southwest Vacations
Reviews and Complaints

Booked a package through Southwest. Booked a 4 night stay at the same hotel. We stayed 1 night because we were already there but canceled the additional 3 because the hotel was NOT at all what a 5 star hotel should be. I've been on the phone with southwest 10 times getting the run around every single time about a refund. This was a week ago and here I sit. NO REFUND! Southwest vacations should be out of service. This is a huge waste of time and everyone should really book elsewhere or separately. They are NOT helpful at all and there are no direct numbers to during travel or post travel departments. Can't EVER speak to a supervisor either. My issue has not been resolved and is apparently not a pressing matter to them. DO NOT BOOK WITH SOUTHWEST!

This complaint is regarding Reservation #: XK73T004 . I have an account with Southwest Vacations and have used your vacation package deals several times. I contacted Southwest Vacations this morning beginning at 9:00 a.m. to change my vacation from Cancun, Mexico to Aruba due to the current Covid-19 crisis in Cancun and hearing that the Gov may close the Island to travelers. I called back at 9:34 a.m. and spoke with Rep Ninosca. We completed the change process, but when we got to my travel credit of $200, she apparently experienced difficulty helping to complete the credit and kept telling me to call the travel credit dept. I explained that I have already spoken with them and that I have the travel confirmation number and reservation number in front of me. She kept putting me on hold and after waiting more than 40 minutes, I was then transferred to Engrid in the post travel dept. Engrid tried everything she could to help me, but could not. The time is now 11:49 a.m. and I am still on hold because I had to start at the beginning with your reservation dept. Engrid stated that Ninosca could have and should have called me back if she lost the call, as records show my home telephone number listed in her system. Engrid stated that she will note the system as to the issues I experienced. I'm not sure why Ninosca treated me in this manner, by just "dumping the call", but it is very frustrating and very disheartening. Please know that all this time spent on the phone caused unnecessary time wasted and mental stress. Please speak with your staff representative, Ms. Ninosca and advise her that this is now how you should treat customers. I am praying that I am still able to change my trip from Cancun, Mexico to Aruba and that Southwest Vacations will honor the $200 credit, which does not expire until April 2022. Thank you for your time.

I'm sorry if this is not the correct area of Southwest to complain to but I am REALLY upset with Southwest vacations. I have booked a family trip to Mexico through SW vacations. Because some of my kids had to fly on different days I have three different reservations. My daughter (in LA-I live in St Louis) wanted to come along on the trip so i called and spoke to Erik who tried to add her. He first told me it would be an extra $1522.53 so I told him to go ahead with the reservation change. Then he said he was mistaken and it would be $1672.53. Well, when he took my credit card to pay for it the total was $1911.55! I told him that was too much and not to add her. He said he would change everything back to my original booking which he did (same reservation # too) however, he only credited $1715.64 AND he took off the insurance that I had originally paid for. I called back and spoke to Pete who had to contact the credit dept and had me on hold for 2 HOURS and 10 minutes! I took a picture of it with my phone. The end result? I WAS HUNG UP ON! No resolution and a HUGE waste of time on the phone! This is horrible customer service although both gentlemen were very nice while talking to them. I would like my money back as well as my insurance back on PLEASE! My reservation number is CL14T004. Also, I cannot access my itinerary on the southwest vacation website. Thank you!

Let me just say this to start, I have worked in the travel industry for 22 years till COVID and never in my life have I complained about the airlines I do business with. My husband and I wanted to take a trip for our anniversary so we booked a trip with SouthWest Vacations thinking it would be wonderful and since we like SouthWest airline why not! Well let me tell you why not::

Found out our flights to MX were canceled a week before we were suppose to go no one from WN or WN vacations called us the only way we found this out was from the shuttle company reached out to us and told us our flights did not exits..

Called WN Vacations and they would not put us on another airline but we could travel 15 + hrs and stay on WN with 4 stops.. UMMM no thanks. So because WN made they change we could get a full refund on our air. YES PLEASE! I had to pay more to fly someone else and they would not pay the difference but whatever.

Per the U.S Department of Transpiration: A passenger is entitled to a refund if the airline made a significant schedule change and/or significantly delays a flight and the passenger chooses not to travel. So yes refund me please. Also per the U.S DOT :If a passenger is owed a refund, an airline, travel agent, or online travel agency must process it within seven business days if the passenger paid by credit card, and 20 business days if the passenger paid by cash or check.

WHAT only 20 days! that's right I should have had my full refund with in 20 day! Well it is March 30, 2021 my trip was canceled November 20, 2020 and that's right you guessed it STILL NO REFUND!

I have talked to now 7 agents, 3 supervisors, and accounting to get no where!

I do know that my funds were refunded by SouthWest airline back to (apple Vacations AKA WN Vacations) back in December.. So why have I not received my $884.48 back to my credit card. Well no one seems to know.

I hear a lawsuit coming. I have spent hours calling and talking to people not to mention 2hr hold times every time I call.

Never Again will I work with SouthWest, SouthWest Vacations, Or Apple Vacations again!

Hello,

I have booked a vacation using my credits on Southwest Vacations. My Confirmation Number is 69L23104.

I applied the air credit of $526.09 PNR Number SU3ZVM.

I also applied the $235.78 future travel credit Confirmation Number Q1D03104.

I entered my credit card information to cover any costs not covered by my credits. My credit card was charged the total amount of $395.66.

Can you tell me why my credits were not deducted?

I have sent multiple emails and tried calling. Unfortunately the call to Southwest Vacations on every occasion required a 95 minute wait time.

Passenger Name: Michael Murphy
Email: michael.[protected]@gmail.com
Passenger Phone: [protected]

On Mon, Dec 14, 2020, 12:09 AM wrote:
Thank you for contacting Southwest Airlines Vacations.

You have an air credit of $526.09 that can be redeemed with Southwest Airlines Vacation, as a package, or directly with the airline. The additional $235.78 is future travel credit to be used with Southwest Airlines Vacation.
Let us know if you need further assistance. You can reach our call center at: [protected] from 8:00 a.m. to 6:00 p.m. Monday through Saturday, Central Standard Time.
Warm regards,
Fatima | Customer Care | Southwest Airlines Vacations

From: [protected]@southwestvacations.com
Sent: Sunday, September 20, 2020 9:41 AM
Subject: Southwest Vacations Refund Request

Thank you for submitting your refund request.
Requests are processed approximately 90 days from receipt of the request.
To ensure your credit is processed in a timely manner, please be sure all original tickets and other travel documents have been returned to:

Southwest Airlines Vacations
Attn: REFUNDS
8969 N. Port Washington Rd.
Milwaukee, WI 53217

Should your refund request require additional research, you will be notified as the processing time may be longer.
Reservation Number - Q1D03104
Passenger First Name - MICHAEL
Passenger Last Name - MURPHY
Passenger Email Address - michael.[protected]@gmail.com
Passenger Phone Number - [protected]
Reservation Departure Date - 09/24/20
Origin - Chicago (Midway), IL
Destination - Las Vegas
Comments -

Sent from Mail for Windows 10

Perhaps the Taxi from the Resort should have picked us up earlier. Due to new Covid-19 travel guidelines and Overcrowding.

Re: Southwest Airlines really bad Customer Service, Southwest vacations Confirmation #35EHXX

On February 14th 2021, our honeymoon came to a screeching halt. Hi, I am Peggy J Jones. I am writing to share with you the horrific customer service experience that my husband Anthony A Wilson and I received at the Southwest Airline terminal at Cancun International Airport.
We are both in our 60's and have traveled for many years, we have never missed a flight until February 14th. Anthony is a retired staff Sargent from the U.S. Army and I am retired from years of working retail Management for a major retail drug store chain. After a weeks stay in Cozumel for our honeymoon, we arrived at the Cancun Airport approximately 2 hours prior to our departure on Flight #219 non stop to Chicago.

We did everything right. We had our luggage tags (time stamped 13:06) on our suitcases, we had our boarding passes in hand, our Covid-19 tests results as well as our Risk Factor Identification questionnaire forms filled out. And, yet we missed the flight due to incompetent Customer Service Reps. They chose certain people to go to shorter lines but refused to let us move to a line where there were fewer passengers. A Caucasian woman who was traveling with her husband and two young children was pleading her case to a Southwest Airline line agent because two of their flights had been canceled and they were about to miss their 3rd flight. The line agent let her and her family cut the line to go over to the pre-check line. Three other people followed behind her and her family. Anthony and I quickly tried to follow too because the line we were in was not moving.

The passengers up ahead had not printed their boarding passes or their luggage tags. The rude Southwest Airline employee who let the family thru stepped in front of myself and Anthony and asked "where are you going?" I responded, "all we need to do is drop our bags" and, that our flight would be boarding soon. I stated, "you let those other people go thru so why can't we go too?" He said. "I choose who can go, " he stated rudely and said "you stay here." and looked at us with great disdain. We didn't know what we should do being in a foreign county, we feared be being arrested for breaking the rules. So, we got back in line and waited.

When we noticed that our boarding time was drawing nearer, we asked a 2nd line agent if we could move to another line with less people and said our plane is soon to board. We were told to and to stay the line and that it was the best line because other passengers where on the same flight as ours #219.
I really believed that they would hold the flight for us. So, we stayed the line. Two hours later, we made it up to the counter and we were told the plane door was closed up and that we missed the flight.

My heart sank. We were told nothing leaving Cancun until February 17th. WOW! Three days later. We did not want to stay in Cancun until then, our Covid results would be expired. The only flight out that day was to Houston. I ask to speak to a Manager. Omar Alpuche came over, I explained what happened, he stated, there is nothing that we can do for you there is no compensation. He lied and said that they had called for passengers we never heard anything. Aleia Mays, who was ahead of us in line spoke up and said that she too had not heard any such page and offer to be a witness she gave us her name and phone number (707-285-0572). Mr. Alpuche told us that the only flight available was from Cancun to Houston that day, we said okay.

Mr. Alpuche along with two other counter agents beside him (Fernando Carvajal and Luis Castro) proceeded to book my husband on a flight from Cancun to Houston and with a layover for one night in Houston and on to Chicago on the 15th. They booked me on a separate flight on the 16th to Chicago staying 2 nights in Houston, because there was only one seat open on each flight. Mr. Alpuche never asked us if we were willing to fly separately, He just assumed that was okay and took the liberty to do so. REALLY? What kind of customer service is that? Well, I refused and told him NO! Twice. My husband told him a 3rd time, "I'm not traveling without my wife." He said that the next available flight for 2 people was on the 17th from Houston to Chicago. Three days later. We said okay, we will take that. At this point we just wanted to get stateside and not have to Covid test again.

While walking to gate 60 we realized Mr. Alpuche never offered us any verbal confirmation about our final destination, he just said "okay you're all set, you'll get an email confirmation." When we arrived at gate #60, Daniela Zaldilva was there. We had previously seen her at the bag drop counter, when she came over to where were standing, she said excuse me and stepped behind the counter where Mr. Alpuche was. She observed the screen, never said hello to us (not at all friendly) then excused herself for us to move to let her pass by. At gate 60, we asked her about the continuing leg of the trip to Chicago. Neither Ms. Zaldilva nor Mr. Alpuche never offered us an apology nor said we are so sorry that you missed you flight.(No compassion at all) She replied, you sir fly out on 2/15 and you ma'am on the 16th and proceeded to give us the flight info. We each just looked at each other in total dismay. After telling Mr. Omar Alpuche, the Manger, 3 times we did not want to fly separately he let it remain. Anthony and I looked at each other in disbelief and said out loud, "OH WOW!" at this point we are just in Shock. We re-iterated to her that we did not wish to travel separately and she acted as if she was irritated as she hastily made the changes as the flight was already boarding. Anthony's confirmation number was changed, and we were not informed, which of course is needed when checking in 24 hrs prior to departing.

When we arrived in Houston late Sunday evening it was dark, cold, damp, windy and raining outside. We had no where to stay and decided to stay at a local hotel near the William P. Hobby Airport for ease of exit on the 17th. We incurred a bill for $238.00 for two nights at the hotel, plus $ 92.50 for food, (dinner and breakfast at the hotel) tips, a taxi to Denny's from the airport and back for food and water due to the airport restaurants being shut down due to the water being shut off. It gets worse.
At the Hotel the first night in the wee hours of the morning, the electricity was cut off due to the rolling blackouts in Texas. The second night at 2am we were awakened by an excruciatingly loud fire alarm due to the power surge when the electricity came back up. It lasted well over 20 minutes. The morning of the 16th after breakfast in the hotel lobby restaurant we return to our room and there was no water to flush or shower.

We contacted the front desk and we were told that they were waiting for the water pressure to come back up. WOW! No water. Immediately, we called Southwest Airlines again as we had the day before to ask if anything had opened up. After being on hold for almost 90 minutes, we were told there was nothing available. Once again our hearts sank.(I said to my husband, at least we're together) We called down to the front desk to ask if we could keep the room one more night even tho there was limited electricity, no running water and the kitchen was closed, we were told no that our room had been pre booked. We got evicted (no water to clean the room- bathroom like an out house) and we were told we could not stay. We called around, there were no rooms to be found anywhere. Tuesday February 16th at 2pm we checked out of the hotel and shuttled to the Airport to spend the night and fly out the next evening. Oh no, the flights on the 17th were cancelled. Two nights at airport. On the 2nd day, the Airport had water issues and the bathrooms were closed. An announcement was made not to drink the water from the water fountains and restaurants were told to close. We were subjected to extremely cool temps, an airport employee told me that the air conditioning was on. The waiting rooms were overcrowded and the vending machines were empty or non working. No food, no water, no heat and no bathrooms. Wow, I looked at my husband and said. I'm so glad I'm not alone."

Five flight cancellations later and sooner than what was expected at 8pm on the 17th, I called Southwest Airlines and spoke with an angle representative whose name is Deidra, she was very attentive and listened with patience while she searched for available seats. She found one seat on a 6:45 am flight on the 18th. While on the phone with her, we were blessed to have a 2nd seat open up and she quickly grabbed it before it was gone. She didn't see Anthony's confirmation because he had been given another number #2DY3QQ, I provided it to her. Hallelujah! Praise the Lord, we were booked on an earlier flight to Chicago instead of the 8:05 pm flight arriving at 10:10 pm that night.

We departed the morning of the 18th, tired, hungry and grateful to finally be heading home. There were two blessings that came out of our 4 day detour to Houston. We met new friends for life at the hotel from Maryland and a young couple at the Airport whom accepted the Lord as their personal savior. We sat beside the couple from Maryland in the lobby restaurant the 1st morning for breakfast at the hotel. They are fellow believers and we bonded immediately. We had breakfast with them the 2nd morning and continued talking about the goodness of God. Even though their room was booked for 3 nights, they chose to check out of the Hotel the night before their departure and joined us at the airport for the night. They needed to be at the airport at 5 am on 17th. Besides, there still was no running water and limited electricity due to the rolling blackouts.

That evening on the 16th at the airport, the four of us were discussing the bible and talking about God and we were joyful in the midst of our storm. A young couple sitting nearby was listening to our conversation and said that this was just what they needed to hear. How to be joyful even when things all around you seem to be crumbling and deteriorating. Anthony asked them if they knew the Lord as their Savior they said they did not. He asked if they were willing to accept him as their Savior they said yes. He then led them in prayer and they accepted the Lord Jesus Christ as their personal savior, two more souls in God's kingdom.
We know that had we received appropriate customer service in Cancun, we would have made the flight, but God had a different plan. Those two souls we met at the airport made it worth missing the flight and spending four nights in Houston. Yes, were inconvenienced by staying two nights at the hotel and 2 nights at the airport yet, it pales in comparison to an eternity in Hell. According to the bible everything here is temporal, (2 Corinthians 4:48) only what is done for Christ will last. We rejoice over every soul that is saved from eternal damnation.

Signed, Eternally grateful - Praise Yahweh

Just one more thing. The food at Secrets Aura was mediocre at best. Room service breakfast our 1st morning, we were delivered someone else's order. The toast was so hard, I actually broke it in half. Most of the food lacked flavor and had hardly any seasoning. And, the last morning there, my husband ordered a bowl of cereal at 8:20 am, it didn't arrive until 9:50 am when we were loading up the luggage to depart for the ferry at 10. We will not be going back there again. We both got diarrhea on the 4th day (it may have been the mint water given to us to drink prior to our couples message)

Reservation number: t8c03104
Confirmation number: Paneci
Travel dates: 11.17.20 through 11.20.20
Purchased package for $180.10 including round trip airfare from midway to las vegas and three night stay at the linq. Arrived to learn that the linq was closed; ushered to the harrah's. Telephoned the company numerous times, wasting an outrageous amount of my life. Why sell a package that doesn't exist? Why would I take that risk again? I am a bartender 50 hours a week. Imagine how many customers asked me about my southwest experience? Imagine how many are now intrigued by the professionally courteous reaction southwest has provided for the last 16 days?
Now i'm pushing the submit button for 45 minutes... Hour...

We booked a trip to Cancun and after arriving at the property it was not at all as pictured on the website as follows:

The resort was in shambles due to the hurricane;
*The pools were filthy and full of debris;
*Only 1 of the 6 restaurants were open;
*The VIP amenities that we paid extra for were not available;
*The floor in our beachfront room was filthy dirty;
*The walking paths were unpassable due to down trees;
*The water ways around the walkways were a disgusting muddy brown;
*There was seaweed hanging from the chandeliers in the lobby and restaurant walkway;
*The sliding glass doors to the patio wouldn't hardly open due to build up of salt water in the tracks;
*Our private pool was filthy with debris and freezing cold;
*Our mini fridge didn't work - everything in it was warm;
*The stairs to the beach were destroyed;
*The beach bar was collapsed;
*The lobby bar counter tops were filthy dirty;
*The resort kept losing power;

Called SW Vacations while we were there and booked a flight back the next morning. We were assured that we would receive refund for 5 days that we didn't use.

It's been almost a month and no refund, calling is useless, hold times are either over an hour or you just don't get anywhere. After multiple emails I received a response that stated "if they receive a response from their partners" they will get back to me. Not too confidence inspiring.

My wife and I are both A list status with SW Airlines and are very happy with them. However, SW vacations has proven to be horrible at customer service and processing refunds. I will never use SW Vacations again and will strongly urge others not to use them as well.

I booked, canceled, and rebooked a vacation package through Southwest Vacations. Ultimately I had to cancel again on July 15th. My airfare was refunded via travel credits with which I'm ok with. However, I am due a refund for the hotel portion of the package. I'm due $221.02 from Southwest Vacations and its been 120 days. Via email, they have ensured me the refund has been processed but it has not yet posted to my credit card.

Paid for a trip to go on May 15, 2020 for a trip to New Orleans and with all the COVID-19 problems the flight was cancelled by Southwest Airlines and they said they would refund the flight of the cost back to me within 90 days. After 90 days I called them and they said they refunded the money back to Apple Leisure Group (ALG) that is their 3rd party vendor that does the booking process. Southwest said that they would refund me the money not a 3rd party. I thought I was using Southwest Vacations and not some 3rd party that no one can get a hold of. Southwest is worthless on trying to get any answers from and the Twitter account is worthless also. They have $1, 256.94 of my money and most of it was the flight, early bird access and fees. So it was canceled on April 30, 2020 and we are now in September and still nothing. Do not use Southwest Vacations or Southwest because they do not stand behind their Company or the product (vacations) that they provide.

I booked a Trip through Southwest Vacations in April which cost $2, 157.82. Due to Covid-19 the trip was cancelled on May 21, 2020. Which invoked a decision on whether I wanted a refund or to apply the funds to future trip. I chose to receive a refund. Per Southwest Vacations the cost of the four plane tickets totaling $845.28 could not be refunded and would be available as for future flight credit but I could expect the remaining funds within 30 days. It has now been 48 days (July 9, 2020) and I have not received my refund. Southwest Vacations has had me on hold for hours and when I finally spoke with a representative, who refused to provide his name, literally argued with me and refused to transfer me to a Manager intentionally hung up on me after telling me it would be an additional 90 days.

I just want my money back now please. I also want the representative that I spoke with at Southwest Vacations tonight 7/9/20 from 7:30 pm - 7:40 pm reprimanded for being hostile towards me as a customer. He refused to allow me to speak, literally got loud and argumentative during the call. Please pull the call and listen. I would hope the way this man spoke with me as a customer isn't in line with the company values. Please assist.

Roxanne J. Morrison

We took a trip back in December and beginning of Jan to Punta Cana Ocean Blue Resort. It was in horrific condition and smelt of mold and appeared to have been underwater. The rec hall reaked of mold and mildew as well as our room. There were sandbags all over the beach and the service was poor, we could not use any equipment because it was all cancelled outside or broken inside. We called immediately and went through our travel guy who got us a $200 credit. It would have expired by July (last month and we could not get time off work) so called immediately and they were sending us a $300 one in the mail, if I mailed our $200 one back and it would have extended our time to use. That was back in April. I called the women twice and she was nice and apologetic but kept saying she would put it in the mail the following Monday (twice now) and we have yet to recieve anything. We would like this resolved immediately . We are unable to reach anyone by phone and lost her direct # and her name. Please follow up asap. Jim and Beth Cozzi

I cancelled a southwest vacation package on 6/16/19 for a trip to Las Vegas on 7/23/19-7/28/19. The confirmation # is RWSYB2. Southwest vacations or the airline has not issued me any travel funds or vouchers. After speaking with several different representatives, I was told that the travel vouchers would be issued to me and not Southwest vacations as I was previously told and that it would take 30 to 45 days. They did not issue me a ticket request or a confirmation number to check on the status of my vouchers. This is inconvenient for the customers that want to make future travel plans before 30 to 45 days. On top of that, it is impossible to speak with anyone because the wait time is entirely too long. Southwest needs better customer service reps that are trained and knowledgeable of the policies. This is a major inconvience and flights cost way too much money for a paying customer to be inconvienced with nonsense such as this.

I booked a trip with this company in may. I moved to another city since then, and wanted to get a flight out if a closer airport than the original.

The agent told me we could cancel the flight and then rebook it. He did not inform me that I would lose my package rate before canceling. I of course got upset when I found out, and he "couldn't rebook me. " the customer service manager I asked for told me I should have done my research, in those exact words. I don't work for a travel company, they do, and should have advised me of the changes ahead of the cancellation.

I just want the original airfare refunded and not the crappy $263 credit they gave me.

I will never use this terrible company again. I had to book an $800 flight in addition to what I paid for my package with this company due to their nondisclosure of information that ordinary consumers like me would not be privy to.

We booked a vacation to Fort Myers Florida for our 20Thu anniversary. We paid $1950.00 up front for The trip and planned to take $1500.00 for expenses. We are not rich by any means, This money was saved in advance for The trip. After landing in Ft. Myers we went to pick up our car rental and was asked to upgrade for $30.00. We knew there was a $57.00 charge we had to pay when we got there so we said sure to the upgrade thinking it would be around $87.00 imagine our surprise when They rang us up for $287.00. We were told this was a $200.00 hold on our funds to pay for damage when car was returned and since we used our debit/credit card they had to run a credit check. WHAT?we were told if we didn't pay we couldn't rent. Said it was southwest fault for not telling us. So after going back to the original car and paying $257.00 w/ a credit check. 15point hit to our credit. We got a car, OK not going to sweat it. 200.00 hold on the 1500.00 we had for the trip not bad, we will get it back. We get to our Resort The Pink Shell (already paid for) check in and our card we used is declined. We knew There was a 15.00 a night charge we were staying 9 days. We had figured 140.00 for the nightly charge. Then we were told it was an additional $110.00 a night hold on our rooms. He tried to run 1100.00 on our card without telling us of that fee first. It was so embarrassing. Of course we had already paid why were we being charged almost the full rate again. They said it was policy and again Our travel agent southwest (not southwest by the way-Mark Travel Agency) should have explained. The resort worked with us but There were so many issues I will never use any of These companies again. The hold issue is outrageous. I can't see how a family can enjoy Themselves when you have no idea The true cost of a trip. Sure its a hold and you get This money returned but what if this is what you planned to spend ON The trip. Hertz...The Pink Shell and The Mark - southwest you should be ashamed of taking advantage of hard working vacationers. BEWARE of hold charges if your on a budget

Do yourself a big favor and dont even consider booking anything through Southwest Vacations. After booking six months in advance for a trip to Disney that we had saved two years for, they completely botched our plans. We had booked a 1 bed/ 1 bath villa which, according to their website had a full kitchen and a hot tub and coordinating flights. A few weeks prior to the trip, I had called the hotel to ask for a certain area of the resort to be told that our reservation was for an incorrect week and an efficiency room. After several calls and literally hours on the phone, it turns out Southwest vacations doesnt book the premium villas but only guarantees the efficiencies. Their advertisement depicts the opposite. Being that I had a very specific room type in mind, I attempted to cancel the hotel portion of the trip but was told by a supervisor named Felicia that I would have to cancel my flights as well. Being a few weeks off our travel dates, re-booking the flights would be at a substantial increase in price. I explained that I simply wanted what I had booked and paid for and the cancellation was no fault of mine. At no time did Southwest Vacations attempt to procure the premium villa of find a villa with the amenities their website has advertised. Rather, they spoke down to me and stated " a kitchenette is almost the same". They then claimed that I had called earlier and demanded a handicapped room which is simply not true. Regardless of what they THINK, I want what I booked and what I paid for. In summary, they said I would have to get a rental car to keep my flights. They charged me an additional $250 on top of their 'bulk rate' (see more expensive) airfare. We already HAD a rental car but now needed a hotel. This trip ended up costing us several hundred dollars more because they falsely advertised the room and then penalized us for cancelling it. Customer service was a nightmare, each person told me something different yet they became increasingly rude and angry with each call. As though I was being unreasonable actually wanting the dates and room that I wanted! I will never even consider booking with them again. Horrible. I have complained several times to customer service and am being ignored.

I believe that Southwestvacations.com needs to be investigated. I used
their website to click on "Disney Deals." I decided to "build my own
vacation" so that I could reserve a "Good Neighbor" hotel. I selected
air, and then hotel. When my hotel offer appeared, I received a Disney
option to purchase 2 day hopper tickets for a discount. I selected
this option. I selected car rental as well. As my vacation is nearly
approaching, I called Southwest as well as Southwest Vacations to
inquire about my hopper tickets. They looked at my purchase and told
me I made a mistake and did not purchase through
southwestvacations.com. I "Purchased" through Southwest instead.
Therefore I do not qualify for the Hopper tickets. I tried to tell
"Customer Care (Ha Ha) that I did purchase the tickets through
southwestvacations.com. I was given the runaround and Gaslighted by customer care. They insisted I only thought that I purchased the
Southwest Package. Since I received 3 separate confirmation emails
rather than one-- I do not qualify and did it wrong. I did purchase
this package correctly. However I think that Southwest is scamming us.
Think about it: It is a bad economy. Draw people in on a deal. And
then when they call confused about the missing offer they insist that
the customer screwed up. I am an intelligent individual. I have a
Master degree plus 45. I know exactly how I ordered. "Customer Care"
is wonderful at gaslighting and making the consumer think that s/he isignorant. I know I purchased correctly and selected the Disney package option. If one de-selected Disney tickets, you would get a warning sign stating that this is a Disney Offer and the price will change if you cancel the Disney tickets. HMMMMM... Dummy proof yet I "messed up." Something is fishy. Kind of like how 5/3 got sued for overdraft fees. I wonder if I.T. found a way to re-direct orders to make it look like the consumer ordered incorrectly to cover it all up.