I have been a member of the rapids rewards program for well over 15 years and have always been more than satisfied with their policies until now. I can't express how frustrated I am especially in a time where everyone is losing their employment and Southwest won't issue refunds. Here is the situation - back in January I purchased tickets for two minors, 5 and 7 coming from MD to FL. MD issued a stay at home order so there was no way they were going to travel. I called Southwest and go the "no can do" on a refund of funds totaling over $700.00. I was told to cancel and funds would be held in minors names. Really???? Who knows when they will be able to travel again. The flight was then cancelled earlier this week altogether and government has put a mandatory refund policy in place for cancelled flights. I called again and am being told because I proactively cancelled the reservation that they still will not give a refund even though flight cancelled and minors are involved. I am highly disappointed in Southwest's lack of empathy in this situation for a flight that ended up getting cancelled less than a week after I cancelled the reservation due to a "stay at home" order.
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