Southwest Airlines review by Brit 2016-02-04

I booked a flight in May 2015 for June. I was told I could not use my 'travel funds' from a cancelled trip they because expired on June 3 (1 year from the purchase date for a flight in 9/2014). So if I purchase tickets prior to June 3 it should be fine right? NO! I have to travel by June 3, which was not possible for us & stupid since the original dates booked were in September. I tried to gift the funds but that didn't work either, ONLY the funds in my name could be applied to my trip. So basically there was no way to utilize the travel funds at this point and customer service was HORRIBLE. I contacted them via them the 1-800 number and was told I need to call Customer Relations. I tried multiple times to times to contact them (>20 calls) only to get a busy signal for 2 days. When they finally answered after a 15 minute hold for a 'expired travel funds' line, I was told (by a manager) June 3 was a 'hard date' and there was nothing she could do, or for transferring travel funds (both based on a policy by a Federal Dept....). The time I want to travel is 3 weeks after 6/3. It's nonsense they can't find any resolution, and lost a customer, credit line, and purchase/$$$ because of it!