This is a lovely story! I enjoyed reading it. But... I'm not sure I understand entirely. If Keith had a booking on another airline which cancelled his flight, wouldn't he have received, or at least had the option to receive, a full refund? If so, why would a Rewards Points donation be required to get him to Chicago on time? Couldn't he have just taken his refund and thrown it right over to Southwest (or any other airline) that had a flight that would meet with his schedule? Obviously, Southwest had one he could get onto. Why did he need the Rewards Points or, for that matter, any other people to get involved in getting him booked to Chicago, one way or another? He was booked on one flight, which was cancelled, and then his back-up flight had "complications" (whatever that means), and it was at that point that he just gave up, and told his team he wasn't going to make it? There's something missing here.
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