I have always been a big Southwest Airlines fan. Unfortunately, that has changed. The historic pandemic that we are experiencing has wreaked havoc with both scheduled business and personal events. I was due to fly to Phoenix in May, but my event was cancelled. I am not sure of when I would return to Phoenix. So #1 - Southwest should refund rather than travel bank the cancelled travel $$$ and #2 - the refund needs to include the ENTIRE cost of the flight including prepaid Early Bird Fees. I called Southwest and then have no explanation for not refunding Early Bird Fees except to say they are non-refundable. Very poor customer service during these difficult times.
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