[anguished]

We have tried to resolve this with the airlines representatives of Southwest airlines with no success. We wrote this letter on March 18, 2011.
My husband's mother (age 85) got very ill and we were hoping that she would not pass on before we had a chance to see her. She now has rapidly advancing dementia. We wanted to see her and say our goodby's before she no longer recognizes us or passes on. My mother (age 89) is holding her own but would love to see us before she too is gone. Both moms are on the east coast. We signed up for Rapid Rewards to see if we could minimize the cost of such a trip (as we are retired and on a fixed income) and we managed to get two round trip ticket vouchers. However when we went to book the trip, we were told there were no reward seats available in the entire month of July. We needed to book in July to accommodate our daughters work schedule. She and the two great grandchildren were going to go. They booked 3 tickets. We would share expenses that was the only way both families could do this. Because there were no reward seat in July available we felt compelled to buy two tickets. Shortly after we book this trip, my daughter's husband lost his job and there is no way we can afford to go. He is still looking for work. We are out of options. I am imploring Southwest to consider their options. They have four months to fill those seats and I know they will. We do not have that option. This charge will do tremendous damage to us financilly for a long time to come, on top of the pain of not being able to see our family one last time. We are asking for mercy.

We received their reply 4/12/11 which was, sorry but their fares are non refundable but they would hold our confirmation number and it can be exchanged for future travel completed within one year. I know our situation will not change and our daughter's is on very shakey ground right now. It would not be wise to plan a trip now. So, right now, we are paying $3,099 for 5 round trip tickets we cannot use.

We replied on April 19,2011. In their letter, they referenced the fact that you have had "many similar requests". Because of that, it might be a good idea to revisit your policy. In these economic time a policy such as this creates a lot of ill will for a heartless airline. It certainly has soured my opinion of your company. (I speak for those people who have legitimate reasons to cancel, not just for any reason).

I also wish to address your policy with regard to free air tickets based on credit card purchases through Chase bank. We have two round trip ticket vouchers for the trip in July, which we earned through credit card purchases. When I tried to use our vouchers, we were told that there were no seats available in the entire monthe of July. However, when I went online, amazingly, there were seats available that I could BUY. I enlcose two brochures advertising that every seat on every flight is a reward seat. So, isn't that false advertising?

This letter went out yesterday, I am awaiting a reply.