Anne Youakim sent a message to Gary Kelly that said:
I just had my reservations for my husband's 80th birthday and our 35th anniversary celebration in Montego Bay in February abruptly cancelled with no explanation. I was able to rebook, which your employees did not do in the email they sent me, when I called customer service. I even booked our hotel through SWA. This was extremely upsetting. I expected better of SWA. We have been loyal customers for years.