Southwest Airlines Informative - Be Aware! $1 Worth Of Credit May Cost You $178
VIRGINIA -- All of you who fly Southwest Airlines and miss or change flights occasionally BE AWARE of their credit policy. They say it is one year from the date of purchase, but this is not always the case. When you use old flight credits to buy a new ticket, the original one year later from initial purchase applies. I paid for a flight with $93 worth of flight credit from one flight, $1 credit from another flight (that is right, one dollar), and $85 on my credit card. I had to miss that flight (long story), and when I went to buy a new ticket two months after missing the flight, all of my credit had expired! What happens is that they use the oldest expiration date and transfer that to the entire amount that you pay!! The oldest expiration date was for the $1 worth of flight credit. Of course, if I had known this, I never would have used the measly one dollar. I called Customer Relations and they were very polite but could do NOTHING for me. They insisted that their usual policy was quite generous and tried to make it seem that they were doing something special for me, but it's the basic policy. To get a 6-month extension I need to pay $50. I asked to speak to someone who would make an exception for me, but they said it is IMPOSSIBLE, no exceptions can be made because of the procedure. I think it would be very simple to NOT charge $50 in my case and let me use the $178 (minus the important $1 that expired).
Why can't the company make an exception? They are going to lose a valuable customer all over $1. Does that make good business sense? Southwest will be my last choice now. Also, they are advertising that they will have an e-mail address for customers to use starting in "early 2009" but it hasn't happened yet.