[Dianna]

According to an above comment from the story they were even trying to just get the name on the ticket changed and apparently they would not even do that. CEO wouldn’t have had to refund them any money at all.

A change to travel arrangements usually costs. $150 is my experience.

[Wayne07]

Most do, but it is worth noting that Southwest will change their regular tickets at no charge, or give a refund. And if you change to a flight that ends up cheaper, they’ll refund you the difference. Even with their more restrictive discount fare, they will give you full credit for a change (no refund though).