Southwest Airlines

Star rating doesn't apply here... read on to learn why.

I don't fly often, but I've always appreciated SW change policy, where you can use the funds from your ticket toward another ticket in the future, but the policy has since changed with the type of fare my mom purchased.

In the past, if there was ever an issue, it used to be that you could discuss a situation with a supervisor, and they would take into account special or extenuating circumstances but not these days yet feel this is a special case with extenuating circumstances.

I appreciate the opportunity here to vent because I feel the aftermath of Hurricane Beryl's devastation warrants consideration and automation doesn't cut it!!!

My mom purchased my $518.92 southwest airline ticket for me, so I could visit and help her out. I planned to fly into Houston Hobby to visit my mom, who has had congestive heart failure. My flight was booked to depart on the afternoon of July 11, 2024, at 2:40pm PST on flight #1015 arriving Houston 7:55pm CST and scheduled to return on July 15.

July 8 hurricane Beryl hit the Houston area. There were huge power outages with over 2 million people without power, gasoline closures and shortages across the region as well.

This included my mom's area which is 45 minutes south of Houston. I was in communication with her after the storm and regarding her ability to get gas for her car and charge her phone and computer. We decided it was best if I still planned to come and help as I was deeply concerned about her health and welfare in the midst of this crisis.

On the morning of July 11, I spoke with my mom, and she said she had very limited battery life available, yet we confirmed my arrival time that evening at 7:55pm.

Later that afternoon however, I received a text notification from Southwest that the flight was delayed.

I tried repeatedly to get in touch with her to let her know but couldn't reach her as my calls went repeatedly and directly to voicemail, an indication her phone no longer had a charge and she didn't have power. I was extremely worried as my arrival would put me in so late and my mom was in poor health and I did not feel comfortable with her being on the road without cell service and no way to communicate with her about flight delays and no way for her to get help if anything happened to her or the car on the long drive up to Hobby Airport.

And then I received a second flight delay notification and again no way to let my mom know about these changes that were pushing late into the night.

I didn't know what to do - travel or not travel. The flight delays would have left her at the airport not knowing what happened, and when or if I would arrive. Her mobility is extremely limited due to her heart condition so it wouldn't be easy for her to run into the airport and speak with a service agent.

It was clear to me that her safety was the most important. After some considerable research on my part, I was able to track down a neighbor of hers to relay my message, since my mom did have any form of communication since her phone was dead wouldn't be safe.

Several days later, I went to rebook my flight and discovered that I could not use the value of my SW flight towards another SW flight.

I was shocked! What happened? I didn't fly, so my funds should post to re-book ticket, but I learned that as I was trying to desperately trying to figure out what to do and prioritize my mom's safety and track down my mom or someone who could relay a message, I needed to have cancelled my reservation in advance. I understand this now but was not aware at the time as I was in the midst of focusing on how to navigate the situation, prioritize my mom's safety, navigating the SW flight delays, and trying to get a hold of or get a message to my mom, all of which was extenuating circumstances and beyond my control.

As a result, neither her nor I was able to afford to purchase a new ticket and lost out on more than $500.

She was super upset about not getting refunded as was I! I haven't been able to fly out and spend time with her but I am trying to save up to hopefully be able to fly out this autumn. I honestly feel that my mom should not have had to forfeit her money for the ticket due to the circumstances but at a minimum, receive a flight voucher for at least half the airfare in consideration of the situation.

BUT I wasn't able to discuss this with anyone... since everything is automated now.

Very disappointing Southwest! I've been a loyal customer for decades and virtually exclusively fly SW because of your customer service and flexible change policy.

Star rating isn't applicable because I still appreciate SW fares but am EXTREMELY DISAPPOINTED with this situation! So they get ZERO starts for this situation only!