[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.

[A320FAN]

Award seats are capcity controlled. There may have been some award seats available, but consider this, Summer is a busy travel time at the airlines, and with the 4th of July a very popular time for many many people and families wanting to travel. the airlines will do their utmost to do their best to honor some requests, but not all can be honored. When booking tickets, you may want to consider investing a few extra dollars and buy tickets that have more flexability to them were fees are waived or can be refunded. I am sorry for what you and your family are going through but again, Southwest also has to answer to their board of directors and stockholders.
The current economic climate is trying to come back and price of a gallon/barrel of fuel is just out of control. I would have to side with Southwestin their 1st reply to you. I know it sounds heartless, but we do not need another 32,000 people looking for jobs when the jobs out there are few and far between.

[anguished]

You are obviously an airline employee.

You say the reward seats are capacity controlled. Then, why does the advertising for them say, "If there's an open seat on a flight, it's yours to redeem" and in another brochure, "Now every seat on every flight is a reward seat. So pack your bags and get ready for your next FREE FLIGHT." So the advertising is saying one thing and you are telling me something else. Isn't that false advertising? But, lets put that aside for a moment.
We explained that after we booked those tickets we had to cancel for reasons of unemployment not for just any reason. To be perfectly clear, you are holding our hand to the fire for $3099. for tickets we cannot use (due to unexpected financial reversal) while you have the time and ability to rebook those seats. There is no loss to you while you stand to gain as you will have 2x the revenu for those seats while we struggle to pay for food and shelter. Now thats an airline with a heart!

[A320FAN]

Yes, I am an airline employee and proud of it!
Did you bother to read the fine print on the bottom were the
disclaimer is and located?

It is just like buying a car. Only cars xyz are available on the
3rd Wed of each month at a certain price and rate
but only if your credit is good / great / execellent.

I am still going to side with Southwest more then ever now
since you did not read the disclaimer.

[anguished]

Yes, my dear, you are on the side of Southwest now, more than ever because you have a job and can pay your bills. Put the shoe on the other foot were they demanded you pay for all your medical and benefits and then take away your job and lets see how long you love Southwest.

Southwest is not in tune with the economic situation today and what people face. They are a large corporation, with many resources who should be able to find a solution for people like myself and aparently many others who have experienced financial disasters.

And, I was aware of the disclaimer. However, life is seldom black and white as you see it. That is why there are so many laws on the books, one law never covers all situatuions. Honey, hope you never lose your job.

[anguished]

Additionally, A320FAN, you never addressed the issue of false advertising and the fact that Southwest has the ability to rebook those seats with no financial loss to themselves. Why don't they do that, instead of demanding we pay $3099. for seats we cannot use. You very smoothly gloss over those points and put up diversionary issues. If you are paid to monitor these websites and reply to peoples issues, the money could be better used to help people instead of profit from their misfortunes.

[A320FAN]

Originally Posted by anguished

Yes, my dear, you are on the side of Southwest now, more than ever because you have a job and can pay your bills. Put the shoe on the other foot were they demanded you pay for all your medical and benefits and then take away your job and lets see how long you love Southwest.

Southwest is not in tune with the economic situation today and what people face. They are a large corporation, with many resources who should be able to find a solution for people like myself and aparently many others who have experienced financial disasters.

And, I was aware of the disclaimer. However, life is seldom black and white as you see it. That is why there are so many laws on the books, one law never covers all situatuions. Honey, hope you never lose your job.

I am not here to argue with you. Like I said, I am an airline employee, and proud of it, and yes I am siding with Southwest.

Before you go any further, BEFORE I WAS WORKING FOR THE AIRLINES I WAS LAID OFF DUE TO A MERGER back in 2000. I have been working since I was 14 years old. If you want your husband to go back to work, McDonalds is hiring a few of the Low Cost Airlines are hiring. tell him to put in an application. Before you go putting McDonalds down, at least your husband would have a job....................

[A320FAN]

Originally Posted by anguished

Additionally, A320FAN, you never addressed the issue of false advertising and the fact that Southwest has the ability to rebook those seats with no financial loss to themselves. Why don't they do that, instead of demanding we pay $3099. for seats we cannot use. You very smoothly gloss over those points and put up diversionary issues. If you are paid to monitor these websites and reply to peoples issues, the money could be better used to help people instead of profit from their misfortunes.

I am not paid to monitor these site. I am paid $19.00 (after 9 1/2 years with the company) an hour to board 150 passengers on an airplane, check them in at the ticket counter and dispatch flights on a daily basis. I meet and greet domestic and occasionaly an SDQ (Santo Domingo) flight here and there.

Did you ever begin to think that maybe just maybe it is NOT Southwest, but their business partner the credit card in which you have your Rapid Rewards memship through. They can advertise what they want, as long as Southwest has already advised them of what is going on and what is available to them and Southwest is willing to provide.

[A320FAN]

You sound a bit bitter because of the whole situation. Southwest gave the credit card company in which your Rapid Rewards is tied to the limited access to some seats. Southwest may not be able to re-sell those seats by the way. Many Many times seat that were cancelled go unsold all the way up to departure time for the flight.

[jimworcs]

It would be nice if airlines were more flexible, but non refundable has a clear meaning