Currently on hold for 2 hours and 14 minutes. This is my third call. I have never seen a once respected business convert to giving such incredibly horrible, terrible, poor service. This has absolutely nothing to do with CoVid. This is complete greed and disrespect for the customers that made Southwest a once industry leader. Had a two legged flight, HDN to Denver, Denver to Dallas Received a text the morning of the flight telling me the HDN to Denver flight was cancelled (note this is the only flight of the day). No options were offered - ever. I already had boarding passes for both flights. I had to be back in Dallas before the following day so I rented a car one-way to Denver so I wouldn't miss the second leg. Keep in mind I already had a boarding pass for this second flight. I call Southwest ("only" an hour and 20 minute on hold) to make sure my boarding pass would be honored. I was told that because I didn't complete the first leg of the flight (the one CANCELLED by Southwest) I would have to pay an additional $120 to "rebook" the flight I already paid for. Also, no refund offered for the first leg of the flight that they cancelled. So I was forced to pay an extra $120 FOR A FLIGHT I ALREADY WAS BOOKED ON, no refund for the first leg which they cancelled AND OFFERED NO ALTERNATIVE, and an extra $180 for the one way rental car. Do I even mention the 5 hour drive? $300 extra and I was told "company policy". Southwest blames everything on COVID. This is pure greed. They hand out vouchers like candy at the airport to try and make it appear that they care. I can only guess how many other people have been (insert professional word for screwed over) the same way I have. I have tried multiple avenues to try and get this addressed with no response. I don't have high hopes - but this is my Hail Mary. At least while I continue to hold I can start blasting social media with my experience. Would love to hear from someone at Southwest that can restore my faith. Not feeling too confident though.
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