We are seniors and following statewide Covid-19 warnings, we canceled our May 17, 2020 trip to Puerto Vallarta on Mar. 27,2020. I called SWA asking for the airfare to be refunded to my Visa. Southwest claimed they were still able to provide the flight, so it would be held by them as a credit. We can’t afford a future credit. We need the funds now. I spoke with management, and they said until SWA is unable to provide air travel, they could not refund our payment. We received their letter canceling the travel to Puerto Vallarta on May 17, 2020. According to SWA policy, they are unable to provide our travel and we should be grandfathered into the full refund policy. We are seniors who are affected financially by the pandemic. We needed the money Southwest is holding to pay our expenses. We couldn't afford to make future travel plans, so I went for the ask. After numerous "policy" refusals, on April 7 they finally relinquished and sent the letter to refund to my credit card, which I had paid in February. I was told to wait 30-60 days. I called weekly after that, on 1 hr+ holds, no answers, only "we apologize", "we're sorry." It has been 100 days and no refund. Other airlines (Delta and Alaska) were able to issue credit in 2-5 days. No problem. Southwest claiims they are deluged with refunds, but everyone else is and manages. They are clearly running a scam to retain our travel funds for months, claiming the "overburdened" excuse. They are able charge us in 2 minutes, but refunds can take 120 days? Southwest will be sued for this practice in the next 30 days. Watch for the news. They may have to close down, so get your "credits" quickly. The run will be quick and hard. Southwest will not cause any more hardship to our lives.
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