My complaint:
I purchased my ticket from Southwest Airlines last fall for a trip to Disney World this April 2020. I understand the 12 month rule that a person can cancel their upcoming flight but must fly within 12 months of booking the original flight. In a perfect world this may have been possible, however, due to restrictions and closings being placed upon us out of our control rescheduling a flight by the end of September is not possible. Southwest answered my question with a statement regarding this policy and that they are very lenient with their customers already and that all flights must be completed according to this policy. They know that this is not possible and many of us will lose money for any vacation now and in the future when we can rebook. I also do not have anywhere to go to since Disney is closed.They also told me that they have taken every precaution to be sure our flight is safe? I can’t go outside but I can fly? There is something wrong with this! Please someone help us.
Suggested solution:
They should take into consideration what is going on in the world right now and that unforeseen circumstances are the reason for cancellations and not the individual. They should extend their policy for this situation and allow passengers to use any vouchers or fly within 18-24 months. This has to be illegal to take customers money during a world wide disaster without service.
