Had to cancel a flight back in March for which I had used some travel funds and paid $118 anew. I was told then that all the funds, both from the old booking and for the travel I was cancelling would expire in May. I explained that I am a teacher and can't travel until the summer. I was told to go ahead and try to use the funds after they expired. So, I called today, and SWA gave me $18 for the $198. in funds that I had. I'm sure that SWA needs that $180 far more than a simple teacher, so I am happy to donate to the cause.
I have been flying with SWA for 25 years, a couple of times a year. I can't afford to take trips very often, but when I did, I ALWAYS would fly Southwest. They say they are a company with heart. Apparently not.