@CecileBrennan wrote: My niece had a trip booked on Southwest. She checked early today, March 13th, and discovered it was on the problematic Max 8 plane. Following media reports that Southwest would change flights free of charge, she called and changed the flight only to be charged for the change. The agent told her the Washington Post article stating that the changes would be free was incorrect. This eventhough Southwest had not asked for a retraction. The agent also said they, Southwest, had not been informed by the FAA that all the planes would be grounded. Is this a way to treat loyal customers? Shouldn't she get her money back? Why is Southwest behaving in this way--especially now, since all the flights are going to be stopped on that airplane? Southwest was only allowing customers to change away from a MAX aircraft without charge through March 18, so if her scheduled flight was after that she would have needed to pay the fare difference. She should reach out to Customer relations (via Twitter for the quickest response) and see if they're able to refund the additional amount she paid for the change. It's unlikely, but worth a try.
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