Due to COVID 19, like most people, I could not take my flight in March. When I canceled, I received an email from Southwest which read: "Your refund is on its way (woohoo!)" A month later, no refund, so I called the airline (after receiving no response via email). I was told I would only be receiving a credit due to the kind of flight I purchased. I described the email I received and the highest level person I could talk to told me: "We know there was an error with the emails." Okay - so why was I not contacted? When Ms. Johnson said she was looking over the email I received, she told me there was a section where it explained the "refund" was a credit. This is NOT on my email. I offered to send her a copy of the email I received, though she did not seem to want it. I need Southwest to HONOR their promise made to me via email. I don't care the reason. This is their error and they need to stand behind communications sent to customers.
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