After flying SWA for many years and flying both "business" and "back of the bus", I learned that SWA does not,in fact care about long time customers, rather, its customers' money If SWA makes a mistake, its attitude is "sorry, but tough luck" If a customer makes a mistake, SWA says "how much money can we make off a customer's error? During a family situation and concern about an employment situation during covid - with so many things going on failed to cancel flight. Called SWA immediately after I got a moment but missed the cancellation by a short time. SWA ate my $400+ dollars. This was at a time when the planes were not anywhere near full so it cost SWA $0. SWA did not even begin to try to understand, rather they pointed to a policy that I think when back to well before covid (although they never tried to consider the facts) Ignore any post in this community that suggests calling customer service, because customer service folk that answer the phone have no ability to help. Thankfully I now live in Atlanta where we have at least two good airline choices-first class treatment with Delta and a lower cost alternative Spirit (with many more choices than SWA such as reserved seats etc). My advice after so 50 years of flying- If you fly and you choose SWA take a moment and be sure that SWA is your only choice.
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