Joan sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. that said:
Dear Madam and Sirs:
On April 20,2015 Southwest airlines extended a voucher that had been assigned, so I could use it a few days past it's expiration. The voucher was originally issued due to a disabilities negligence issue last summer. While my husband was unsure of using SW again, I thought I would give it another chance with a 3 generation ladies trip to CUN (Cancun), 3 of us are flying from ATL, 2 are flying from MCO (Orlando).
Jennifer Johnson from customer service (senior customer service manager) was kind enough to take lead on a very frustrating incident that happened while trying to apply the $250 voucher on 4/27/2015. Basically, a reservation did NOT go through but the voucher shows it has been used. This misadventure started at 11am on 4/27/2015 and is still going on at 4pm 4/28/2015. I have been assured by several people that the issue is being resolved and we will get the flights at the price we tried to get them.
When we did not hear back from anyone yesterday evening, we had to scurry to reconfirm other plans that all have to fall into place (like dominoes). Original flights had to be moved forward because have no formal confirmation of flights.
I just am writing to confirm what I have already been assured:
*2 RoundTrip seats out of ATL on July 6, 2015 flight #1134 at 10:20am Departing from CUN on JUly 11, 2015 at 1:30pm. Price (approx)$361 per person. We prefer a later flight from CUN but apparently those a gone. Passengers: Joan and Sydney
*1 Round Trip seat out of ATL on July 6, 2015 flight #1134 at 10:20am Departing from CUN on July 9, 2015 flight at 3:45. Price (approx)$361 Passenger : Katelyn
*2 seats Round Trip out of MCO July 6, 2015at 6:10 (later flights were gone) with a 10:20 connecting flight in ATL.. Departing from CUN on July 11, 2015 at 1:30pm flight #1037 with a layover in ATL. Price (approx) $400 per person. We prefer a later flight from CUN but apparently those a gone. Passengers: Marjorie Joan and Mandi.
I have been assured these will not be a problem, and you will recover my voucher. As you can see, I need my mom and sister to come thru ATL so I can help them getting through CUN.
My concern is that I have nothing to gain and everything to lose if this is not what has been promised. My mother is in her 70's and I can't risk this getting messed up.
Please contact me with confirmation so I can put this behind me. I look forward to hearing from Jennifer or her superior. I expect I will still have 24 hours, once confirmed, to decide if Southwest is worth the risk, or if am I permanently out of the Southwest business. I am an optimist at heart so I am sure we can work this out!
