First, I will say that we use SW to travel 3 – 4 times a year. Have always been aware of their change and refund policy. I called in due to having to cancel my flights out of the country. I had SW credit that needed to be used by 4/26/2020 so we decided to book a vacation on 2/25/2020. The credit did not cover the entire flight cost, so we paid an additional $370 dollars to complete our reservation. Today I called in after I cancelled our flights and noticed that all credit expired on 4/26/2020, even the additional $400 I paid on 2/25/2020. I was told that there was nothing that could be done as that amount inherited the original credit criteria that was applied to the purchase. However, I can call back on 4/27/2020 after all have expired, and ask to have the credit extended with a fee of $200. $100 *2 for myself and my husband. It will be extended for 6 months only. If I don’t remember to call in after credit has expired, then I lose it all. Even our non-refundable booking at the resort was completely refunded except for a $50 service charge. Extremely disappointed in SouthWest!!! I would have been happy with just having the credit extended automatically and not had to call in using valuable resource time of both the airlines customer service rep and myself. Now, I have the stress of remembering to call again and hope that they will extend after expiration and lose money needed in this stressful situation.
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