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  • i generally love southwest airlines. but monday flight has changed my mind. i asked gate agent Karlan if i could switch to the earlier flight, he said there would be a fee, after checking it, he said it is zero, he was puzzled and even the woman next to him was puzzled at the no extra fee, but she said if it is zero it's zero, so he prints the boarding pass for the one hour earlier flight, unknown to me he actually deducted the 18,000 + points from my account. without telling me! he probably did not know the procedures (poor training) but when i called customer service they sided with KARLAN the agent and said there was nothing they could do. so if you see a Karlan at the gate in DENVER, be very concerned how he handles your ticket !! he is not smart, and i will look for him to remind him next time at the Denver airport. it takes me about 5-6 months to earn 18,000 miles, what a rip off.
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