Business ProfileforSouthwest Airlines Company

I am an extremely frequent Southwest customer. Recently my partner and I registered for the Southwest airlines companion pass promotion, and my partner booked and traveled on a flight in order to become eligible to have a companion pass from August through October. Southwest airlines claimed we never registered for the promotion (it only involves clicking a button on the website). They admit that my partner traveled during the time that the promotion required, yet they withhold the pass on the basis of the registration. Southwest is lying about my partner registering for the promotion. We clicked the button. We spent money on the flight for this specific reason. And we would lose more than $700 on travel this fall as a result of their dishonesty. We will miss three family events, too, since we planned with SWA. I have contacted Southwest customer service at multiple levels, and I was told over email by Mason ***** that Southwest cannot make "exceptions" to their "promotional requirements." I want to be very clear that I did not ever ask Southwest to make an exception for us. In fact what I am asking is for Southwest to adhere to basic business ethics, basic business ethics and adhere to their own promotional requirements: we registered, we bought the flight, and we traveled on the flight. Since I don't work for the Southwest IT department, I do not know why the airline does not have a record of our registration in the promotion. But it is the responsibility of the airline to make this right rather than continue advertising fraudulent promotions. I do not appreciate the way that I was addressed in these emails-- as though I was asking for some service for free, or for a special favor-- as a customer. I know for sure that we registered in the promotion because we registered for the Hawaii-related promotion in the same exact way, and the customer service representative say (see attached) they can see that we have registered. So clearly the issue was not on our end.