If your Southwest flight was canceled, here's how to get your refund

SAN FRANCISCO (KGO) -- Facing investigations from the federal government, critiques by consumer groups and complaints from passengers, Southwest Airlines announced Tuesday afternoon it will reimburse expenses to those who had flight cancellations.

Consumer advocates are happy to see this, but they do not consider it any kind of favor.

With weather delays and cancellations, airlines do not have to offer refunds.

But if the delays are caused by the airline, additional reimbursement is required.

Many say Southwest cancellations do not meet the weather test.

That said, Southwest's reimbursement offer seems to be quite generous, at least now before actual payments are made.

"We will honor reasonable requests for reimbursement for meals, hotel, and alternate transportation," the airline wrote.

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To get the reimbursements, passengers are told to send an email via Southwest Airlines' website.

There is nothing on its website that says reimbursement, so 7 On Your Side's Michael Finney reached out to Southwest asking which box should be used.

Finney heard back and his question was not addressed. He says pick a box and let him know if it works for you.

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There is also the concern over what Southwest considers "reasonable."

He asked Southwest for clarification with examples. The airline did not respond to that request either.

Finney says that is a concern, so if you file for reimbursement, keep close track of your exchange.

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What is considered "reasonable"?

"the Legal definition for Reasonable and Customary is what would a reasonable person expect where and when the action occurs. So a midsized rental car and midrange hotel room, perhaps. Chartering a private jet, probably not," Finney said.

Here's a link to Southwest Airlines' website.

Take a look at more stories and videos by Michael Finney and 7 On Your Side.

7OYS's consumer hotline is a free consumer mediation service for those in the San Francisco Bay Area. We assist individuals with consumer-related issues; we cannot assist on cases between businesses, or cases involving family law, criminal matters, landlord/tenant disputes, labor issues, or medical issues. Please review our FAQ here. As a part of our process in assisting you, it is necessary that we contact the company / agency you are writing about. If you do not wish us to contact them, please let us know right away, as it will affect our ability to work on your case. Due to the high volume of emails we receive, please allow 3-5 business days for a response.

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