call customer service and explain. Southwest was very accommodating after the 2nd leg of a trip was canceled due to my husbands terminal illness and he could never fly again (we ended up having to rent a car and drive home). We were given an email address to send a detailed letter to along with documentation regarding our situation. They will give you a case number. Be sure to keep this number and your emails and be sure to follow up if you haven't had a response in 30 days. It took some time but Southwest was VERY kind and understanding of our situation and issued a refund to my credit card. (I too only asked if they could give me the credit since it was paid for on my credit card - they gave me a refund on my card instead). Things happen. Southwest has always gone above and beyond in extenuating circumstances unlike many of the other airlines.
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We recently traveled as a family on Southwest. I was eager to get out of town and was encouraged by their claims of contactless checkin, masks required and new boarding/deplaning procedures. WELL.. I was extremely disappointed in the deplaning process. Nearly everyone around me all reacted in the same way - WHAT is the point of boarding 10 at a time when its a cattle herd and rude/ignorant people pushing thru from the back as elderly try to get their luggage down or exit their row? It was quite appalling that so many just barge thru from the back instead of waiting their turn or rows remaining seated until others are clear. Southwest really needs to implement a deplaning procedure much like the boarding procedure if they are advertising they have implemented social distancing measures. All the precautions of boarding 10 at a time, leaving the middle row open and contactless boarding have gone out the window and are useless when an entire plane is standing close together and nearly stampeding those in the aisles trying to get out from the back..
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