The emails are refreshingly non corporate, so plaudits for that, but if the fees are not intended to be revenue generating and Brian can change them online, what is the justification for them? Alana fails to answer, and the "Brian, our service hasn't diminished as a result of service fees is a baffling, meaningless response. Southwest doesn't charge change fees, but they do charge the difference in fares to between the booking and the change. That seems fair to me .$100 is just another corporate airline rip off.
Cortney, how did southwest charge you a change fee? Unless their T&C 's have changed, they don't charge it!?
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