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Our Thursday's 5:50 p.m flight was finally cancelled at 4:00 a.m. the following morning. At that time, because of the weather, they were unable to find any qualified pilots to fly the plane at that hour. When we called to rebook they informed us that it would cost over $300 to re-book unless, of course, we accepted a flight that would leave the following (2 days later) Saturday. Meanwhile all luggage was sent forward to our final destination. After several hours of waiting for an overworked call center employee we were informed the policy of charging for a flight change for a cancelled flight was a call center error, but by that time no earlier flights were available.

Past flights have been great, on-time and enjoyable and we had heartily recommended Southwest legendary service to our friends and business partners. But the real test of an airline is how they handle difficult an unexpected situations. Poor customer service and inadequate call center training means we can unfortunately no longer count on SouthWest. SouthWest was once a wonderful airline and we hope it can fix these problems before it becomes the next "People Express"