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SW emailed me the gift card, which is tied to my email address, so I would think that it’s proof I’m the owner of the gift card.
You could have always given the gift card to someone else and now changed your mind. It being sent to your email isn’t proof of anything. Again the is basic retail gift card handling
Hey all, requesting some advice on a “stolen” gift card
So my sister bought me a $500 gift card for Southwest last year for my bday and Southwest emailed an electronic gift card to me.
I tried using it last week booking a flight but the phone agent told me it had zero balance. Upon further inquiries the agent told me it was used by someone. She was able to provide the name of the person, when it was booked (March 2022), and the date of the flight (July 2022). She was able to provide any other details (ie. to/from location, phone, etc) and issued me a case number for customer relations to deal with.
Received Southwest email today stating
Dear XXXX,
We're sorry that you are frustrated with the terms and conditions surrounding Southwest gift cards and that we are unable to send an additional gift card.
Due to the terms and conditions of our Southwest gift cards, we do not replace lost, stolen, or destroyed Southwest gift cards. We're sorry to disappoint you. While we are unable to respond favorably to your request, we trust that you can understand our position.
Your patronage is important to us, and we hope to merit your consideration when you are planning future trips.
Sincerely,
Sara Mota
Southwest Airlines
How generic was that response! What are my options? Obviously they have this person info and cancel his booking due to fraud. Or how do I know if it wasn’t a Southwest error when they issued the gift card, they could have mistakenly issued duplicate card number?
But the flight hasn't happened yet.............why not report it as fraud?
But the flight hasn't happened yet.............why not report it as fraud?
Yes exactly! Waiting for someone from SW relations to call me within their “10-12 business days “, which is early next week. Pending that, I will takes actions with small court claims or something. $500 is $500.
Yes exactly! Waiting for someone from SW relations to call me within their “10-12 business days “, which is early next week. Pending that, I will takes actions with small court claims or something. $500 is $500.
I still think you should file a police report ASAP to show you feel it was really stolen.
Finally got a call back today, on a Sunday, from SW customer relations, and say they will transfer the case to their gift card department to investigate. Hopefully hear something in a week. Sigh, lol
Finally got a call back today, on a Sunday, from SW customer relations, and say they will transfer the case to their gift card department to investigate. Hopefully hear something in a week. Sigh, lol
I can't imagine how pissed you are. Have you tried filing a police report about the theft? I would
You also may even be able to file something with the federal government with one of those fraud reporters. If I think of the exact site I'll come back and post it.
Let us know how you make out. This should have been taken care of fairly easily when you originally reported it. They know who used your gift card. That flight booking should be put on hold while they investigate.
Hey all, requesting some advice on a “stolen” gift card
So my sister bought me a $500 gift card for Southwest last year for my bday and Southwest emailed an electronic gift card to me.
I tried using it last week booking a flight but the phone agent told me it had zero balance. Upon further inquiries the agent told me it was used by someone. She was able to provide the name of the person, when it was booked (March 2022), and the date of the flight (July 2022).
Hmmm, surprised they gave you the name. Confidentialty would prevent that.
Quote:
Originally Posted by tennis32801
Yes exactly! Waiting for someone from SW relations to call me within their “10-12 business days “, which is early next week. Pending that, I will takes actions with small court claims or something. $500 is $500.
Terms and conditions as posted under the gift card:
A Southwest gift card is not replaceable if lost, stolen, or destroyed.
I get your frustration. I am always leery of gift cards. Not sure how you could "win" in small court claims if the conditions are posted when you or someone purchases the gift card.
I get your frustration. I am always leery of gift cards. Not sure how you could "win" in small court claims if the conditions are posted when you or someone purchases the gift card.
Good find.
I think if it got stolen, then used by someone where it was reported as stolen by the OP that SouthWest should be held liable for it. The OP's gift card number was just used when they originally called, the agent is able to see a name and flight information for the person that used this stolen card. They could put a hold on that itinerary while it gets looked into. Easy enough to contact the person to see if they had a valid gift card number that they entered wrong which could have happened.
Think about how many employees that could probably easily steal these electronic gift cards, then sell them to people.
Hey all, requesting some advice on a “stolen” gift card
So my sister bought me a $500 gift card for Southwest last year for my bday and Southwest emailed an electronic gift card to me.
I tried using it last week booking a flight but the phone agent told me it had zero balance. Upon further inquiries the agent told me it was used by someone. She was able to provide the name of the person, when it was booked (March 2022), and the date of the flight (July 2022). She was able to provide any other details (ie. to/from location, phone, etc) and issued me a case number for customer relations to deal with.
Received Southwest email today stating
Dear XXXX,
We're sorry that you are frustrated with the terms and conditions surrounding Southwest gift cards and that we are unable to send an additional gift card.
Due to the terms and conditions of our Southwest gift cards, we do not replace lost, stolen, or destroyed Southwest gift cards. We're sorry to disappoint you. While we are unable to respond favorably to your request, we trust that you can understand our position.
Your patronage is important to us, and we hope to merit your consideration when you are planning future trips.
Sincerely,
Sara Mota
Southwest Airlines
How generic was that response! What are my options? Obviously they have this person info and cancel his booking due to fraud. Or how do I know if it wasn’t a Southwest error when they issued the gift card, they could have mistakenly issued duplicate card number?
It doesn't matter if it's generic response or not.
ALL gift cards come with a "free" loss/destroyed "can't help you" response.
It's up to YOU to guard and use the gift card.
Also "gift cards" tend to be "payable to/redeemable by BEARER".
meaning anyone who has the codes ( the "bearer") can use it.
As you have the information on who used it, where and when, you need to file a police report with that information.
But don't be surprised if the police don't bother to help you either.
Next time, have your sister MAIL you an insured registered letter with the actual card in it. You'll have to sign for it.
Then scratch off the code on the back ONLY at the airport ticket counter and redeem it then.
If they only deal electronically, then you risk it being compromised.
I would file a police report anyway, in case other of your info is compromised. At least then you have a starting point.
Or have your sister send you a check or money order.
police won't take a report on this other than to say you reported it. They won't investigate this. This is between you and SW airlines and their statement about lost or stolen cards seems to relieve them of responsibility.
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