I have flown for 40+ years with Southwest and have admired your resilience, your caring and your willingness to change. My sister (71 and a retired first responder (still working as a paramedic even in retirement)) booked a flight to attend an event in which she was being honored by her university as one of the original female student athletes in the late 1960's. The event was cancelled due to COVID-19. She cannot get her money back ($121) due to your policies. She NEVER travels... the event will not be rescheduled.... and she needs the money. I get the "non-cancellable" concept in normal times, but this was OUT OF HER CONTROL. Are you really going to jeopardize your relationship with me, an A-List Preferred, Companion-Pass traveler for the past 10 years, over $121? Much like you changed your "interim" boarding process (after the cards given to you at the airport and before the current system) due to customer feedback, perhaps you might listen to the voice of the customer who says you NEED TO BE MORE FLEXIBLE with your policies in the face of this pandemic. Wake up Southwest. Do me proud and show me that you can change.
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