Comment by bwooceli

And the communication is a nightmare. My mom learned that her flight was cancelled Monday via text message, but there is NOTHING on the website indicating the cancellation. I spent 3 hours on hold to get to a rep who rebooked her for a Thursday flight which was also cancelled today. It says to go to a specific southwest.com page, which just takes you to the standard reservation page which, again, has nothing about the cancellation (looks all green). And unless you go to a "travel hardships" page and enter your reservation number AGAIN, you're funneled into their standard cancellation for flight credit (vs. a refund on the original form of payment). It's a total cluster.