Southwest Airlines Community

Two days ago, I called SWA to request the cancellation of my outbound flight to LAS because my son fell ill, and, when I tested myself, the T line on my  COVID test was sort of pinkish. I still wanted to keep my inbound (return) flight but didn't know how to manage it on the website. A customer service representative informed me that my reservation was canceled, and the miles would be credited back to my account.   However, yesterday, shortly after my original flight departed, I received an email stating that I had forfeited my miles by not canceling in time. When I called SWA today, a young lady accused me of lying and claimed that I never called to cancel. I have been a loyal customer for approximately 30 years, hold two credit cards with SWA, and this is the treatment I receive. I'm curious if anyone else has experienced a similar situation. We have no control over their phone records; moreover, their phone system doesn't even allow outgoing calls (I was disconnected from the representative three times today, and nobody called me back). Yet, they expect us to believe that their records are flawless.   Punishing clients for being cautious and choosing not to board planes when they aren't feeling 100% seems strange, to say the least.       ... View more