Posted by Anonymous
I echo the serious complaint that others are writing about. There is no rational for the policy that, not only cancels the flight that the customer doesn't cancel, but also the return. I woke up very sick on the day I was to fly, did not call in, did not know that I had to cancel, my husband was taking care of me, and he knew nothing about the policy. Thus, we are currently out over $350. Not only does this policy make a previously courteous and user friendly airline, unfriendly, but it is making many people very unhappy. While Southwest may have advertised it's change in policy, it does not call attention to this rule in a significant enough way. It is, as if, one should have a "black box" warning large enough and prominent enough to alert the very customers that Southwest wishes to serve and wishes to retain as customers. I can't imagine that the added income will be worth it to Southwest in the long run. It definitely feels like we have been robbed.
I am going to continue to try to get the money deposited back in my account. Wish me luck!