I too did not know what to make of this title.
I know little about WN's policies and procedures regarding soon to expire or expired credits. I fly them occasionally but have never had the need to cancel a trip and use the funds at a leter time. The only relevant clause in
SWA's Customer Service Commitment is as follows:
Quote:
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If you apply an unused ticket, Ticketless Travel funds, and/or other Southwest Airlines travel credit toward the purchase of a new reservation, your new reservation record will reflect the expiration date of the oldest ticket, Ticketless Travel funds, or Southwest Airlines travel credit used to pay for the new reservation. The Ticketless Travel Funds expiration date will be printed on your new Ticketless Travel Itinerary and Receipt and the expiration date of the new paper ticket (if exchanged at a Southwest Airlines Ticket Counter) will be printed on the face of the paper ticket.
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(emphasis mine)
My advice is if you didn't like the answer you got from Karen (#2843) simply hang up and call again. I didn't see where you ever requested to speak with a supervisor but that might be worth a shot. Just be forewarned that if Karen was accurately explaining the policy to you then even a supervisor may not be able to override the policy. Many airlines now are micro-managing their employees even at the supervisory level to ensure that policies and procedures are followed consistently.
As for your letter, I would take a moment and ask yourself, "If I were a manager at Southwest Airlines, would I take this letter seriously." Starting your correspondence with "Dear WHOEVER CARES" and including adjectives such as "inflexible" and "screwed" along with statements like "too bad for you" are a sure-fire way of having your concerns dismissed. I realize you are frustrated, but keep it short, to the point, and professional.