The increased traffic to Southwest’s website from customers tying to take advantage of deep limited-time discounts, was a little more than the site could handle this past weekend. As a result, many customers were charged multiple times for the same reservation.
The airline said it will reimburse customers for duplicate purchases as well as refund all overdraft fees that were caused by duplicate charges from Southwest for a single purchase. The company is asking customers who incurred overdraft fees to fax documentation of those fees (via a letter from the bank or a copy of the account statement showing the fees) to 877-506-0154.
All errors involving the bookings are said to have been identified, Southwest said in an official statement.