I have emailed and spoke with Southwest representatives. They finally gave me an "executives" number. We have cancelled our spring break trip, like many others due to COVID-19. I didnt even ask for a refund. I just wanted to transfer the funds to purchasing tickets for next years spring break in March. But, the Southwest "executive", states that per their policy, the tickets have to be used within one year of purchase date, which was Jan. 23, 2020. All I asked was for an approximately 60 day extension and they said NO! Very, very poor customer service and lack of understanding during an unparalleled time.
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