Lakisha sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. that said:
Hi Gary, I'm so sorry to bother you with something I feel like your employees in customer relations could have handled. I was on hold for 42 mins explain my situation to one of your agents in customer relations that was rude and wouldn't allow me to speak to a manager. After my repeated request she finally said hold on and the phone was disconnected, now my wait time to speak to anyone again is 41 minutes. My issue is, on October 24th I scheduled a trip to New Orleans that was going to take place on 11/23, it was unfortunate my child was in an accident at school that required me to cancel my trip. I called and spoke with an agent that explained to me all was fine and I could save my trip as a credit to use before August 2016. Now all is well and we were looking forward to use our credit for this coming trip on 1/14/16 and was told my credit was forfeited. No one could explain to me how this happen other than saying we were a no call no show. I'm hoping your calls are recorded and someone can playback the call that was made on 11/20/15. I've always flown with Southwest and have never had any issues, so to be treated as if I was making this up was a little disturbing. I hope we can get this resolved as soon as possible as I need to travel to New Orleans for a funeral and since it's so last minute, using my credit would definitely help. Please let me know if someone can get back with me as soon as possible.
Thanks,
Kisha
