It would seem that it took several Southwest employees until one was able to offer the solution. The issue most likely was due to the funds not actually ever being extended to 2022 at any point, because a rebooking was made on the same day as the cancellation (as we've discussed). I'm seeing lots of reports on social media of customers in similar situations, who are being given incorrect information by Southwest representatives, which is disheartening. Many simply accept the info, and are left with a severely negative impression of Southwest -- that the company promised something that it now isn't delivering. Unfortunately, it seems that customers with this particular issue will need to be especially persistent in their attempts at resolution, and not take "no" for an answer.
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