I purchased a Southwest ticket to Nashville for $297 but was not able to go since I hurt my back. After the fifth call, where previous calls I was put on hold for more than 15 minutes and it didn't matter which language I chose, I decided to get firm with the person that finally answered in Spanish. I was told the tickets were not refundable and I could not get a future credit which Southwest allows you to, and if I wanted to make a change on the ticket, I would have to pay the penalty. When I asked how much the penalty was, they told me $300. I told her I would never use their service again! Next time I will book through Southwest direct no matter how much it cost. These people are a joke!!!!!