03-16-2020
11:43 AM
03-16-2020
11:43 AM
03/16/2020: I have a similar situation. My husband and I originally scheduled a trip for last summer (booked in April 2019) but it was cancelled by the cruise line, so we cancelled our flights. We then scheduled another trip for March 28, 2020, just before Southwest's expiration of our travel funds, but now this trip has been cancelled, too, due to the coronavirus pandemic. I understand Southwest's rescheduling policy that allows customers one year from date of booking to reschedule, but if ever there were extenuating circumstances that call for drastic measures, this is it. Please, Southwest, make allowances for this terrible health crisis. For example, allow your customers a one-year extension from their current scheduled travel date. This keeps folks on the ground (not exposed to the illness or perhaps exposing others). You would still have their money, your customers won't lose out if they reschedule travel within a year, and you generate a great deal of good will in the process. As your current policy is, people will have to make a choice between losing the money they paid for flights (hundreds or perhaps thousands of dollars) or traveling anyway so they don't lose their money. Neither of those is a good option.
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