Are you saying you used points to pay for a flight that was cancelled by Southwest? I'm guessing this occurred during the Christmas holiday. If that's the case, did you submit a request for a refund? That was my situation and Southwest processed the refund after I submitted the request. At this point you will want to write Southwest and explain you did not receive a refund of the points used to purchase the flight. Provide the confirmation number and passenger name(s). Use the contact us link below and send a message.
--TheMiddleSeat
