10-07-2021
02:52 PM
Hi Nicole - Thought I'd try this route. We booked rt OAK to LIH (Kauai) in Oct of 2020 for a Dec 26, 2020 flight date. Had to cancel because of COVID. Rebooked for March 2021 but could not travel to Kauai because Kauai was closed (they literally were not allowing tourism). Looked at dates in August and was about to rebook, but Kauai closed yet again. Now, we want to go in January of 2022, but our funds will now expire at the end of October 2021 because Oct 2020 is when we made the original reservation. Make sense? I called just service and was instructed to send an email, which I did. I received a stock response that in no way referred to the content of what I wrote (I'm asking for an extension on the expiration of my funds because the detonation SW flies to has been closed for much of the last year). Here's the response: We realize that things did not go as planned during your recent travel with us. It’s important to us that you have a good experience, and I want to take this opportunity to apologize for your disappointment. During the summer months when our flights are booked to capacity, any delay, especially a weather delay can create disruptions and limit recovery options in the days to follow. Our aircraft and Crew Members become displaced and must be rescheduled, and flights may have to wait for a gate to become available due to delayed departures. Ultimately, we know these disruptions created a lot of frustration and disappointment for our Customers who may miss special moments and events. From the ticket counters to our Baggage Service Offices, we know you depend on us throughout your journey, and we realize the crucial role that our frontline Employees serve in communicating and in going “the extra mile” to help our Customers. We are working to staff the right number of Employees in the right areas, at the right time, and we have Teams across the Company working to ensure we provide the level of service you expect. Along with my sincere apologies for your overall experience, I am sending you a $150.00 Southwest LUV Voucher as an invitation to fly with us again. The voucher will come in a separate email within the next 30 days and include instructions for use. We are grateful for your business, and we look forward to welcoming you back onboard again soon. Any suggestions on where to take this? Thanks.
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