“We are extremely sorry for the inconvenience it’s caused the customers,” Dillon said. “We realize that people rely on Southwest for great customer service.
“Yesterday a lot of folks didn’t see that so we’re working to make it right.”
But not everyone was unhappy. One customer said she was grateful she learned about the promotion in an email the company sent her — at 12:11 a.m. Saturday — when it was a day too late to opt in.
“It looks like it saved me from a ton of frustration & ridiculous charges,” she quipped.