Southwest has a great policy in place for refunds / no change fees - EXCEPT for group fares. For a typical time, the policies related to group rates and the non-refundable policy are understandable. But these are not typical times. Schools are closing for two weeks by order of the Governor. Professional sports teams are cancelling events. National attractions are closing down. People are getting sick. The lock downs are to get the spread of the virus under control. In abiding with the state guidelines, in support of the National Emergency, in support of our District Administrators - our school group is no longer travelling next week. In our destination, there are documented cases of the virus. The CDC has issued guidelines that certain people avoid nonessential air travel - which would apply to some of the adults travelling with our students. This is a pandemic. And we are all being asked to take action to minimize the impact of the virus. The group travel conditions are very clear when groups make the travel arrangements- however - these are not typical times. When requesting a refund or a credit or something - the answer was simply no. Nothing. Sorry groups do not qualify. Where did that great customer service and focus on the customer go? I would have expected that Southwest would be better. If a refund is out of the question, at least offer the same options as individual travellers have which would be a credit for future use. I am a frequent traveller and for all future flights, my first choice is no longer Southwest. The refund policy that is so prominent in your ads does not include a disclaimer or asterisk to note your exceptions. And of all times - this would have been the time for you to step up and do the right thing.
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