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@southwestair – Gary Kelly – I am a very frequent flyer with Southwest, and our family vacation is always flown

LouAnn Carlucci sent a message to Gary Kelly that said:

I am a very frequent flyer with Southwest, and our family vacation is always flown on Southwest. For the past several years we have traveled to Puerto Vallarta on Southwest as a family of 5 from Houston. It has always been great except for last year. Both our son and daughter in law are in the healthcare field. When our trip came up in November, our son, Jesse Carlucci, who is a Director of Rehabilitation at a Facility was told he could not travel out of the state. I called Southwest to change the reservations immediately and remove him. We were refused an extension to use the one half of the ticket cost for this upcoming year for vacation. This feels like an insult to a healthcare worker who had no control over the situation due to the restrictions placed on all staff due to Covid. Confirmation numbers were NX3CDG and SUZVCB. The points were returned to his Rapid Rewards for the one flight but the other flight which was on my credit card for $251.48 they said they could not refund. This is really something we had no control over and I am just totally shocked the Southwest would respond this way in the case of a healthcare worker after the risks posed to them throughout the past 18 months.
Please reach out with the LUV and let us apply they funds towards a ticket for this year.

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