Southwest refunds tickets in specific situations, but not all of them
Southwest Airlines will refund your ticket price as cash back to your original payment method if you cancel before your flight departs. However, the refund policy depends on the ticket type you bought. Refundable tickets (sometimes called "Business Select" or higher fares) return your full fare when ready. Non-refundable tickets (the cheaper "Wanna Get Away" fares) do not return cash, but Southwest converts them into a travel credit you can use for any future flight within one year of your original booking date.
If your flight was delayed or cancelled by Southwest, the refund rules are different. You have the right to a cash refund instead of a rebooking on another flight, but you must request it—Southwest will not offer it automatically. The airline will refund the full ticket price if you choose not to fly the rebooked flight they offer.
Key Takeaways
- Refundable fares return cash to your original payment method within 7 to 10 business days after you cancel.
- Non-refundable fares become travel credits valid for one year from your original booking date, not cash refunds.
- If Southwest cancelled or significantly delayed your flight, you can request a cash refund by contacting the airline directly instead of accepting a rebooking.
- Travel credits from non-refundable tickets can be transferred to another person, but only the original passenger can initiate the transfer.
How to request a refund for a cancelled or delayed flight
Contact Southwest directly through their website, phone line, or airport counter. You will need your confirmation number (the six-letter code in your booking confirmation email) and the name of the passenger. Tell the agent you want a refund rather than a rebooking on the next available flight.
Southwest processes refunds within 7 to 10 business days for credit card payments and 20 business days for other payment methods. If you paid with a debit card, the refund goes back to that card. If you paid with cash at the airport, you receive a refund check by mail.
The difference between refundable and non-refundable tickets
When you buy a Southwest ticket, the fare type determines what happens if you cancel. Refundable fares cost more upfront but give you cash back if you change your mind. These are typically the Business Select or premium cabin fares. You can cancel anytime before your flight and receive the full amount back to your original payment method.
Non-refundable fares are the cheaper "Wanna Get Away" or "Wanna Get Away Plus" options. If you cancel, Southwest does not return your money as cash. Instead, they issue a travel credit (also called a flight credit) for the full ticket price. You can use this credit to book any Southwest flight within one year of your original booking date. The credit is tied to your name and cannot be transferred to someone else unless you contact Southwest to change the passenger name on the original booking.
If you do not use the travel credit within one year, it expires and you lose the value. Southwest does not extend expiration dates except in rare circumstances (such as a government-ordered travel ban during a pandemic).
How travel credits work if you have a non-refundable ticket
When you cancel a non-refundable Southwest ticket, the airline automatically creates a travel credit in your name. You do not need to do anything to set up it—it appears in your Southwest account within 24 hours. You can view the credit amount and expiration date by logging into your Southwest account online or calling their customer service line.
To use the credit, book a new flight through Southwest's website or by phone and select the travel credit as your payment method at checkout. The credit covers the base fare only; you still pay any difference if your new flight costs more, or you receive the difference as an additional credit if your new flight costs less.
Travel credits are non-transferable to other people, but you can change the passenger name on the original booking if you want someone else to use it. Contact Southwest directly to request a name change, and they will reissue the credit under the new passenger's name.
What to do if Southwest cancelled your flight
When Southwest cancels a flight, they are required by federal law to offer you either a rebooking on the next available flight or a refund. Many passengers assume they must accept the rebooking, but you have the right to refuse it and request cash back instead.
If you accept the rebooking and the new flight is significantly delayed (more than 3 hours from your original arrival time), you can still request a refund after the fact. Contact Southwest with your confirmation number and explain the delay. The airline will review your case, though approval is not may provide for delays caused by weather or other circumstances outside their control.
Keep your original booking confirmation and any receipts for expenses you incurred (meals, hotel, transportation) if the delay was long. While Southwest is not required to reimburse these costs, documenting them helps if you decide to pursue a claim through your credit card company or small claims court.
Travel credits versus refunds: which one you get
| Situation | Refundable Ticket | Non-Refundable Ticket |
|---|---|---|
| You cancel before departure | Cash refund to original payment method | Travel credit valid for 1 year |
| Southwest cancels the flight | Cash refund (if you request it) or rebooking | Cash refund (if you request it) or rebooking |
| Flight is delayed 3+ hours | Rebooking offered; refund available upon request | Rebooking offered; refund available upon request |
| You do not use the credit/refund | N/A (already refunded) | Credit expires after 1 year |
How to contact Southwest for a refund
You can request a refund through three channels: online, by phone, or in person at the airport. The fastest method is usually the phone line because an agent can process your request when ready and confirm the refund status.
By phone: Call Southwest's customer service at 1-800-I-FLY-SWA (1-800-435-9792). Have your confirmation number ready. Wait times vary depending on the time of day and how busy the airline is.
Online: Log into your Southwest account, find your booking, and select "Cancel Flight" or "Manage Booking." Follow the prompts to request a refund. You will receive a confirmation email within 24 hours, and the refund processes within 7 to 10 business days.
At the airport: Go to the Southwest ticket counter before your flight departs and tell the agent you want to cancel and receive a refund. This is the slowest method because the agent must process the cancellation manually, but it guarantees a record of your request.
Frequently Asked Questions
Can I get a cash refund if I bought a non-refundable ticket?
Not if you cancel voluntarily. Non-refundable tickets convert to travel credits. However, if Southwest cancelled your flight, you can request a cash refund instead of accepting a rebooking, regardless of ticket type.
How long does it take to receive a Southwest refund?
Refunds process within 7 to 10 business days for credit cards and 20 business days for other payment methods. If you paid cash at the airport, Southwest mails a check, which takes longer. You can check the status of your refund in your Southwest account online.
Can I transfer my travel credit to someone else?
Not directly. Travel credits are tied to the passenger name on the original booking. You can contact Southwest to change the passenger name, and the credit will then belong to that person. The original passenger must request the name change.
What if my flight was delayed but not cancelled?
A delay alone does not automatically may have access to you to a refund. However, if the delay is so long that you decide not to fly, you can contact Southwest and request a refund. The airline will review your case, but approval depends on the reason for the delay and their policies at the time.
Do I lose my travel credit if I don't use it within a year?
Yes. Travel credits expire one year from the date of your original booking. Southwest does not extend expiration dates under normal circumstances. Set a reminder on your phone or calendar to use the credit before it expires.