Judith Daniels sent a message to Gary Kelly that said:
Giving these trying times, I can not believe that Southwest Airlines does not refund tickets and early check-in fees that were paid for travels the week of March 22-eom 2020. I called to cancel my birthday trip to Disney World, we were scheduled to fly March 22nd for a week, then CoVID-19 happened and Disney shut its doors for the rest of the month of March. Disney is doing the right thing it is refunding its customers, but when I called Southwest customer service they informed me that their policy was that they will make the funds available for a later flight which has to be used by October 9th 2020 and the early bird check-in fees was an option to purchase so those funds will be lost upon cancellation. Yes we planned ahead this was not a last minute decision for us, my husband was taking me for my 55th birthday March 24th and everything now has changed. I would think that Southwest would do the right thing and refund the entire flight + early check in fees or at least provide 1 year from flight date to use the funds for a flight and provide early check-in fee wavier for those that had purchased it, given the circumstances going on within the world at this time.
