My family has always flown Southwest airlines...but this may just be the last! During all of this COVID-19 pandemic craziness my mother had flights out to visit for my bridal shower. When my bridal shower had to be cancelled due to the pandemic Southwest airlines will not reimburse you for your flights, but instead only put your money towards future flights. Which is already ridiculous they should just reimburse you especially during these crazy times with the pandemic. Today we went to make my mom's flights to come out for the wedding. On the way back she is flying with my grandmother since my grandmother is unable to travel by herself. I had called customer service FIRST to ask if we could apply the money to their flights...."sure not a problem just call us if you have any questions." Go to book their flights and it will only allow the money to go towards my mom's flight because the money is only tied to her name. NOT ALLOWED TO USE IT TOWARDS MY GRANDMOTHER'S FLIGHT WHICH MY MOM IS BOOKING TOGETHER WITH HERS! Well that's not what we were told! So I call customer service AGAIN and all they can do is say, "Well, that's not able to be done." AND the person I spoke to on customer service the second time was very rude and raising her voice....zero customer service skills. If they aren't going to reimburse you your money they should at least allow you to apply the money to the flights that YOU are booking on YOUR account regardless of the passengers. If you are booking a flight for two, three, or four people YOUR money should apply to ALL of the passengers (what if you're flying with your kids??). It's not like you are giving a ticket to someone else. It's your money that THEY are holding hostage from you! Very disappointed and disgusted with Southwest and their terrible customer service. This might just be the last time we fly with them and I will not recommend anyone to fly with them ever again.
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