My wife planned a vacation trip to Hawaii in April 2020. It would have been my daughter's first trip there and 12 years since we visited the islands. Unfortunately the coronavirus pandemic threw a monkey wrench into everyone's life. My wife is now freaked out about traveling to the airport and stuck on a plane full of people. The problem is South West won't budge on their policy to cancel and refund the flight. Our options are: 1. We have to spend more money to change the flight to another date. 2. Cancel the flight and take a travel credit for a year. 3. Spend even more money to extend that travel credit past the expiration date. We have no idea how long the coronavirus situation will drag on to. We have no guarantee that life and work would allow a reschedule of the vacation trip to fit into the expiration timeline. The only answer they can give you when you call is "That is our current policy". What a joke. SW's tag line that they are a "Customer Service Company that flies Airplanes" is a Joke. South West would not know anything about Customer Service. They just know to TAKE ADVANTAGE OF A CRISIS TO TAKE MORE MONEY FROM THEIR CUSTOMERS. I work for Marriott Hotels. Marriott knows Customer Service. We waived all Cancelation restrictions to make it easier for customers during this challenging time because we UNDERSTAND what they are going through. We know that our Customer will be future customer once this crisis blows through. South West clearly do not know that. Read the comments on this Forum, South West. GET THE HINT. LISTEN to your customer. Here's another HINT SW. Take a look at my Username. I register for this forum just to leave this message. I will NEVER give my money to South West again as long as I live!
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My wife planned a vacation trip to Hawaii in April 2020. It would have been my daughter's first trip there and 12 years since we visited the islands. Unfortunately the coronavirus pandemic threw a monkey wrench into everyone's life. My wife is now freaked out about traveling to the airport and stuck on a plane full of people. The problem is South West won't budge on their policy to cancel and refund the flight. Our options are: 1. We have to spend more money to change the flight to another date. 2. Cancel the flight and take a travel credit for a year. 3. Spend even more money to extend that travel credit past the expiration date. We have no idea how long the coronavirus situation will drag on to. We have no guarantee that life and work would allow a reschedule of the vacation trip to fit into the expiration timeline. The only answer they can give you when you call is "That is our current policy". What a joke. SW's tag line that they are a "Customer Service Company that flies Airplanes" is a Joke. South West would not know anything about Customer Service. They just know to TAKE ADVANTAGE OF A CRISIS TO TAKE MORE MONEY FROM THEIR CUSTOMERS. I work for Marriott Hotels. Marriott knows Customer Service. We waived all Cancelation restrictions to make it easier for customers during this challenging time because we UNDERSTAND what they are going through. We know that our Customer will be future customer once this crisis blows through. South West clearly do not know that. Read the comments on this Forum, South West. GET THE HINT. LISTEN to your customer. Here's another HINT SW. Take a look at my Username. I register for this forum just to leave this message. I will NEVER give my money to South West again as long as I live!
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