Booking.com still shows Southwest ORD flight as confirmed after Southwest ended ORD service
I booked a Southwest flight through Booking.com for travel after June 4, 2026 from Cancun to Chicago, so it appears to be affected by Southwest ending service to/from Chicago O’Hare (ORD) starting June 4, 2026. Southwest’s own website now shows my reservation as cancelled, but Booking.com still shows the booking as confirmed.
I contacted Southwest, and they told me in writing that I need to contact the travel agency that booked the reservation because the travel agency controls the funds. Since I booked through Booking.com, I’m trying to get Booking.com to handle either a refund or an equivalent rebooking, ideally to Chicago Midway (MDW), which Southwest lists as an alternate airport for affected ORD reservations.
The problem is that Booking.com has not sent me any cancellation or schedule-change email. In the app, it shows the only recommended option is to call customer service. I tried the phone numbers Booking.com provided, but the automated system keeps looping and does not connect me to a live representative. Their email response only directed me back to the another phone with the same automated response. The automatic reply to the email also gave me a British number, but I don't think it's a good idea to open an international roaming account for this. It's not my fault and it might still be the same automatic reply.
I’m planning to keep pushing Booking.com customer service first, then escalate through Booking.com dispute resolution if needed, and only use a credit card dispute as a last resort.
Has anyone dealt with Booking.com for an airline-cancelled flight where the airline says the travel agency controls the funds? Is there a better way to get Booking.com to process a refund or rebooking?