PAUL BALON sent a message to Gary Kelly that said:
Dear Gary,
As a long time customer of Southwest this is the first time I am very disappointed with the customer service of the airlines. I had a trip scheduled on July 1st to take a cruise to celebrate a special occasion for the family. I booked my grandson,son, daughter in law and wife. I am a old man so first i loose 500.00 with the cruise company on refund and then on top of that Southwest keeps 250.00 early bird money and on top of that charges me a 100.00 to have my grandsons refund put back in my name. It may not seem like a lot but to me as a Senior on a fixed income it is. I cannot tell you how disappointed I feel by the airline I love to fly on.
