Southwest Canceled Your Flight? Here’s How to Get Compensation

Southwest has a dedicated customer base. I get why — they offer decent prices, straightforward service, and reliable routes.

But how well do they take care of their passengers when something goes wrong? That’s the true measure of an airline, in my opinion, and Southwest certainly has its pros and cons.

What Southwest Owes You for a Cancellation

Airlines are obligated to take care of passengers when their travel gets interrupted because of something within the airline’s control. 

Southwest’s contract of carriage details exactly what you’re entitled to. 

Rebooking and other services

When your Southwest flight is canceled, the airline says you will be automatically rebooked on a new flight for free. 

While other airlines go the extra mile and book you on their partner airlines, Southwest has no current airline partners, so they can’t offer that service. It’s one of the major downsides of Southwest during an operational interruption!

Vouchers

If you’re stuck in the airport for 3 hours or more because of a cancellation caused by Southwest (a controllable cancellation), then you’re entitled to a meal voucher to spend in the airport. 

If they’re unable to provide a voucher, Southwest says they’ll refund you for a “reasonable” meal, so keep that receipt.

Complimentary accommodations

An unexpected overnight layover isn’t fun, but Southwest says they’ll provide you with complimentary overnight accommodations if the cancellation was their fault. 

They’re also on the hook for getting you to the hotel, whether that’s arranging the shuttle or booking you an Uber. 

The airline’s partner hotels hold rooms available for situations like these. Southwest should either provide you with a voucher for the room or, if there are no rooms available, reimburse you for the cost of the room plus the associated ground transportation.

Southwest LUV voucher

Not every airline offers inconvenience compensation, like bonus miles or credit with the airline as an apology when things go wrong. But Southwest does! 

Southwest has something they call their “LUV” voucher, and it’s worth a certain amount of money you can put toward future Southwest travel. You are eligible to receive one if: 

• Your flight was canceled or delayed within 7 days of departure
• The travel interruption was the fault of Southwest (controllable)
• You arrived at your destination 3 or more hours later than originally scheduled
• You fill out the Southwest Delay Form within a year of the disrupted flight

LUV vouchers can be used for future travel and are transferable to other people. The voucher will be for at least $75, according to Southwest’s fine print.  

Refunds

You don’t have to accept a rescheduled flight. If you turn down Southwest's rebooking efforts and all other forms of compensation (essentially canceling your trip), you’re owed a refund of the unused portion of your ticket.

Be careful, because the airline may try to convince you to take the refund in the form of a travel credit with them. This is a great deal for the airline, but not so much for you!

Think about it: When they give you a travel credit, they aren’t actually spending money on you. And the odds of all their customers remembering to come back and spend the travel credit within the allotted time is fairly low. 

Unless you have a specific plan to use the travel credit, don’t accept it! Just ask for all your money back in the form of a regular old refund. 

Understanding Your Rights When Southwest Cancels Your Flight

It’s important to understand which situations warrant which entitlements because not all cancellations are created equal.

What makes an eligible cancellation

To be eligible for compensation like meal vouchers, hotel accommodations, and the LUV voucher, your flight has to be canceled for reasons within Southwest’s control. 

This includes crew delays, mechanical issues, and fueling or baggage problems.

Other cancelations occur because of uncontrollable factors, and the airline is not responsible for providing you the same care in those circumstances. 

You are not eligible for vouchers when your flight is canceled due to:

• Extreme weather
• Security issues
• Medical emergencies
• Air traffic control problems

However, a regulation from the Department of Transportation entitles passengers to a full refund if their flight has been canceled, regardless of the reason, if the passenger chooses not to continue their trip. 

So, if your flight was canceled because of an extreme snowstorm and you decide not to take the rebooking, the airline owes you a full refund!

How the Department of Transportation fits in

Within the last few years, the Department of Transportation has improved its process for holding airlines accountable when they don’t treat customers right.

Technically, the DOT actually doesn’t have any of their own specific requirements for airlines related to customer care during travel interruptions, besides the refund regulation. 

However, the DOT does enforce the promises that airlines have made to their customers, which are specific and include amenities and services for customers experiencing controllable cancellations.

The DOT has created an Airline Cancellation and Delay Dashboard that details what each airline has committed to providing for customers in the instance of flight delays and cancellations. 

I highly recommend you check it out and have it handy whenever you’re flying — it’s a fantastic resource!

If Southwest doesn’t offer you all the services they’ve promised they will, you can file a complaint with the DOT, which will ensure you receive your compensation. 

Your Step-by-Step Guide to Claiming Compensation

Now that you know what you’re entitled to, how can you actually claim it? 

Rebook like a pro

Most flights that get canceled will be automatically rebooked. If the new flight works for you, great! 

If the rescheduled flight doesn’t work, you’ve got options. You can manage your trip online or via the Southwest app, or if you’re at the airport, the gate agent can help you. 

It’s important to keep on top of your email and other notifications during a cancellation so you see when you’ve been rebooked.

Documentation is your best friend

Always, always keep your receipts during a travel interruption! 

Southwest says in the case of a controllable cancellation, they will reimburse passengers for reasonable expenses if they can't provide amenities like meal vouchers or complimentary hotel rooms. 

They have a form on their website where you can submit receipts for reimbursement. 

Communicate with the gate agent

If you have any questions or issues with your canceled reservation, the gate agent should be able to help you. 

They’re also the ones who will be supplying vouchers and booking hotel rooms for stranded passengers, so make sure they know what you need — and that you know what you’re entitled to!

Other Compensation Options

Travel insurance policies and credit card benefits can both provide compensation when your flight gets canceled — and in most cases, it’s more generous than what airlines provide.

Travel insurance

If your flight gets interrupted for any reason, your travel insurance policy can provide additional compensation, like a larger meal budget or lounge access. You’ll also receive booking support to get you back en route ASAP. 

Your accommodations and other prepaid activities are also reimbursable. So, if you ended up stuck somewhere overnight because your connection was canceled, you wouldn’t be out money for the suite and dinner reservation you booked at your destination.

READ MORE: Which Situations Are Covered by Trip Cancellation Insurance?

Credit card benefits

Lots of top credit cards come with travel insurance as a benefit. So, if you used that credit card to book the trip, you might already be covered. 

For example, if you booked your flight with the Chase Sapphire Reserve® or Chase Sapphire Preferred® Card, you could receive up to $500 in compensation per ticket if it takes longer than 6-12 hours for the airline to book you on a new flight.

If your trip is totally canceled (say, if bad weather or a strike means no flights are available at all and you need to forfeit the whole thing), you could get up to $10,000 per person and $20,000 per trip to cover any prepaid, nonrefundable costs. 

. . .

. . .

TL;DR: How To Get Southwest Flight Cancellation Compensation

Not all hope is lost when your flight gets canceled! First, ask for the reason for the cancellation if the airline representative hasn’t already told passengers. 

If it’s a controllable cancellation, you’re entitled to a meal voucher once you’ve been delayed by 3 hours. And if the cancellation causes an overnight delay, they need to provide you with a hotel room and a way to get there.

Southwest has promised to compensate passengers for the inconvenience, so ask your gate agent for the LUV voucher if they don’t offer you one first.

Remember that knowledge is your greatest travel companion! Learn your rights so you can be your own advocate.

. . .

---

Disclosure: Opinions expressed here are the author's alone, not those of any bank, credit card issuer, hotel, airline, or other entity. This content has not been reviewed, approved or otherwise endorsed by any of the entities included within the post.