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Southwest Airlines, we luv you, please don't change. Keep the ability to change or cancel a flight without penalty. Honestly it is the biggest reason we are your customers. Life is uncertain and we appreciate your flexibility. You are the best. As Herb Kelleher said, "It is my practice to try to understand how valuable something is by trying to imagine myself without it." I have imagined myself without this benefit and I find this flexibility very valuable. I can recount the times where it wasn't used but having that ability allowed to purchase tickets without the fear of losing money.
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Well said, Sarah!!!!