(CNN) – Its insistence on no baggage charges has long made it a passenger favourite, but Southwest Airlines has now found a way to retain passengers – by announcing that vouchers with the airline will no longer have an expiration date.
As part of what Southwest calls a $2 billion bid to improve customer service, Ryan Green, senior vice president and chief marketing officer, announced that starting July 28, all vouchers created by Southwest will be valid. until the customer wants to use them. . Green called it the “ultimate flexibility unmatched in the industry” in a statement.
Any vouchers created before this date, but which have not yet expired, will also have their expiration date removed – although passengers who could not take flights at the start of the pandemic and had not changed booking will not be aided by the ad.
Did you hear the news? One less expiration date to worry about! https://t.co/Ks1mQqdRm2
—Southwest Airlines (@SouthwestAir) July 28, 2022
Do you have a valid voucher? You don’t have to do anything, the new rules will apply automatically. You may initially see that your voucher has been assigned an expiry date of December 31, 2040 – but that’s just a placeholder, the airline says. Once the technology can, it will clear all expiration dates.
Southwest is already generous with its credit allocation. Travelers who cancel a non-refundable flight more than 10 minutes before the scheduled departure time receive a credit from the airline. There are also no change fees.
“We have repeatedly leaned during the pandemic to give our customers more time to use their flight credits beyond a full year, which was our previous policy,” said Tony Roach, vice president. customer experience and engagement, in a press release.
“Introducing this change to our policy is part of a massive effort to improve the things that are most important to our customers.”
Other initiatives in the redesigned South West passenger experience include improved Wi-Fi, new in-seat power and larger overhead lockers. There are also improved online features, including frequent flyers being able to add family members and an easier way to check your travel funds.
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