[SRQBill]

I just got off the phone with customer service and found out that Southwest has changed their refund policy in regards to unused tickets. I was told that late last year they instituted a policy requiring a trip you are unable to take to be cancelled at least 10 minutes before the flight or ALL your money is forfeited!!! They say info on this new policy was included in their emails as part of the many paragraphs of flight notices but I never saw it as many in this forum obviously did not. What is outrageous is that they take the entire amount of the ticket and not some lesser penalty amount. Also, they say " there are no exceptions" and are unwilling to help with a one time good will credit. As a senior citizen and Veteran I am very disappointed this airline is "scamming" me out of my retirement money. I have supported them for years but now will certainly look to book flights on other airlines even if I have to pay a little more.