Hello I have been flying with SW for more than 25 years both personal and business and I recently experience an injury and could not fly. I was not familiar with the cancellation process in its entirety and did not cancel in time. I admitted to the Customer Relations department that I was not familiar with the cancellation process and would they please allow me to use my unused funds for a future flight. I was told NO I could not use the funds and that $278.00 would be kept by SW. I was stunned I would be treated this way by an airline that I have flown with for so long. There records will indicate I am not a chronic canceller of flights thus the reason I was not familiar with the entire process. I have no idea how to appeal this mistreatment it is so unfair that the one time I do not follow their policies they would treat me this way. This whole situation does not help me to heal its just more frustration. I will continue to search for an Executive that can help me.
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