I'm sorry to hear about your son's medical issues. I'm sure you must have had a lot on your mind at the time, but whenever you make a flight change over the phone, it's of utmost importance that you verify it was made correctly, by checking the email confirmation that is sent immediately after the change is made. Not receiving a confirmation should have been a red flag. Was the $200 for the new fare deducted from your account? That would be one way of proving your position. (However I suspect it wasn't since the flight change was apparently not made.) Unfortunately, as you've now discovered, Southwest enforces their no-show policy strictly. Providing the call record was a good faith step on your part, but I suspect that ultimately it may be fruitless. My recommendation is to continue following up with them and stressing that they should review the recording of the call. Good luck, and please come back and let us know how it works out in the end.
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