Today is a big day for Southwest Airlines as they have completely transformed their entire system over to the Amadeus Altéa Passenger Service System (PSS). While this system has been in place for a few years now for their international flights, domestic flights were running on an old school system that had limited functionality. This system will allow Southwest a ton of more flexibility with their routing schedules. For example, different days of the week can offer different schedules, overnight flights are possible, and they can now automate rebookings when needed.
The only issue with the new system is that when you change a flight made with points it makes it no longer refundable. If you are then looking to cancel the modified flight, the system will not allow the faxes/fees paid to go back to the credit card used to purchase. I’ve experienced this many times with international flights and the only way I’ve been able to resolve the issue was to call Southwest customer service (where they were able to refund the amount paid). The reservation agents and the online system were not able to do this. This will now hold true for ALL flights, both domestic and international. I am not sure if calling Customer Service will still resolve the issue, but the main work around is to fully cancel the flight and then rebook (instead of “changing”). This will keep your reservation as fully refundable.
From what I’ve experienced on playing on the Southwest site today, it seems like the system is working great and there is no issues with trying to make or change reservations. Kudos to Southwest for a successful go-live!