03-19-2020
03:43 PM
03-19-2020
03:43 PM
Soooo...I just had my first bad experience with Southwest. Considering the horrible state that the current pandemic is causing, I thought that Southwest would be understanding with the need for flexibility. I have 2 trips booked for April (one for high school spring break and one for college spring break) with dates April 7-11 and April 23-28. These dates will obviously need to be changed to later dates. Currently the high schooler’s last day of school is June 12 and the college student’s last day is June 17, so I would need to reschedule for July. (I also have a trip booked on Southwest from June 25-July 3, so those days won’t work, either). After calling and explaining the situation to Lauren from Southwest that I need an extension of the 60 day limit or an override of the double in price to change the flights, she informed me that although she could override the price change, she wasn’t going to do so and for me to contact customer service and they have the ability to do so, as well. I’m not sure why she wouldn’t do it for me, but I’m guessing the higher ups have instructed that the majority of people don’t want to go through the trouble of calling customer service and being on hold for long periods of time? Either way, this is super upsetting and for an airline that boast the fact that they are always trying to help accommodate it’s customers, an extra 30 days to rebook flights doesn’t seem like an unreasonable request. Thoughts?
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