Jean sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. – email address that said:
Dear Mr. Gary C. Kelly-CEO
I'm emailing you in regards to my flight 1027 on Thursday, July 21 departing Minneapolis/St Paul Terminal 2. I previously emailed your complaint department about my situation. The situation is as follows. On July 21 2016 all of your flights were grounded do to the weather passengers were told by one of your ticket agents. she was very abrupt and rude .However, after waiting for 3 hours I was told that there no flights available until perhaps the next day. Later I spoke will one of your managers who explained that there were some computer issues which shut down your system. I explained that I needed to be back in New York on that day. He assured me that if I were able to get a seat on another airline I would be reimburse. I was able to get a seat with delta. The cost of the ticket was $567.10. This was the cheapest I could find.
In my email to your complaint department, I thanked them for their apology and 20% discount. However, I'm asking that I receive the money that I had to paid for my return trip. I received an email stated that unfortunately that would not be possible. Now I'm hearing that some people have received monies back. I do not think this is at all fair. As I do not travel by air frequently therefore, your discounts will not help me. The discounts will probably will expire before I will be able to use them.
Once again, I thank you and your company for your apology. I know you are a very busy person but hope that you can help me with this matter.
cordially, Jean
