As a companion pass and A List holder I am extremely disappointed with the path Southwest is on now. My father recently purchased a ticket for my wheelchair bound grandmother to visit my uncle. As she is in a wheelchair he though the early bird option would be good to get her seated on the plane early. After I explained to him how it works and that what he really needed to do was arrange to pre-board her, he called and added disability assistance to the reservation and asked for the early bird fee back. He was told it was non-refundable even after explaining the situation. Is it really so bad at Southwest that you have to refuse to give an 86 year old, wheelchair bound, great-grandmother on a fixed income $10 back because of a misunderstanding of this horrible new program that she is not going to even use? Shame on you Southwest.
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