I have the same problem. I have written letters and have had no luck. Bought a ticket for my friend and I to attend a convention which was cancelled due to pandemic. I bought the tickets and they will not refund the one I bought for my friend. She will not be able to use it at all. I just spoke to an agent who was so condescending and rude. I have been flying southwest for over 30 years. I am done! So now they get an extra $350 instead of refunding to the person who bought the ticket. I had a 69 minute wait on the phone to be treated so rudely! Horrible.
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