Southwest Airlines announced a new policy that eliminates expiration dates on all Southwest flight credits, the first of its kind in the industry, to improve the customer experience.
The new policy applies to flight credits unexpired on or created on or after July 28, 2022, applying to all currently valid and existing credits, the airline announced. This policy does not require action from customers with flight credit in the bank and will apply to any new flight credit issued.
“The more than 62,000 People at Southwest share a renewed pride in our unmatched access to the flexibility that once again reshapes the landscape of Hospitality and value in the industry,” said Bob Jordan, Chief Executive Officer, Southwest Airlines. “Flight credits don’t expire aligns with the boldness of a philosophy to give our Customers definitive simplicity and ease in travel, just like Bags fly free, just like No change fees, just like Points don’t expire—they’re the first-in-our-industry combination of differentiators that only Southwest offers.”
With this new policy, Southwest customers will begin seeing a placeholder expiration date of December 31, 2040, on valid flight credits until the airline can update its technology systems to remove expiration dates on flight credits.
“We recently announced more than two billion dollars in Customer experience improvements designed to enhance and simplify traveling with Southwest–and said then, we weren’t done,” said Ryan Green, Senior Vice President, and Chief Marketing Officer, Southwest Airlines. “While other airlines eliminate benefits and value, today we’re enhancing our experience again. When Customers travel with Southwest, they receive ultimate flexibility that is unmatched in the industry. Bags fly free, there is never a fee to change or cancel your flight–and now, you don’t have to worry about your flight credits expiring before you can use them. We’ll be ready to serve you when you’re ready to fly.”
Tony Roach, Vice President of Customer Experience and Engagement at Southwest Airlines said this policy is a part of “ a massive effort to improve the things that are most important to our Customers.”
More changes are expected. According to the airline, the ability to retain invested flight credits without expiration is another enhancement in a series of upgrades, including enhanced WiFi, new in-seat power, larger overhead bins, and new self-service capabilities overviewed at Southwest.com/experience.
