09-19-2018
11:51 AM
09-19-2018
11:51 AM
Help! I bought tix for my son’s family to come visit us. Two weeks later, he was hospitalized and given a diagnosis of MS. He is going to live, but it took him a month to get acclimated to meds, etc. Since we knew he couldn’t not make the trip, I called Aug 17 and spoke with an agent (6 days prior to trip) and she told me to change the tix to a new date for November it would cost me 200 additional dollars and that my confirmation code would stay the same. Imagine my surprise when I got an email from Southwest stating my family was a “no show” on Aug 23!!! I have tried to contact Southwest, sent them the phone record evidence showing date and time I spoke with agent. I have heard nothing from them. When I called Southwest they said no agent would have told me to use the same confirmation code! And that it was my fault for everything because I did not call them when I did not get the new email with updated flights. If they will listen to the recorded phone call they will hear everything! Any advice?
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