Karen Bilke sent a message to Gary C. Kelly Chairman, President, and CEO, Southwest Airlines Co. - email address that said:
“Last year I had a ticket to go to Phoenix, Az. due to a family emergency I was unable to go. They said my money would be held for a year. I was unable to use it and was to to call on April 10th and they would give me a voucher for 6 months. I called on the 10th of April and was told it would take 21 days to receive the voucher by email. They did the necessary work to insure that it would be sent to me. Today I was told by Elaine in customer support and service that they had no knowledge of the voucher being processed and they would have to start all over again. The cost of the plane ticket is going up. I have been on the phone for 4 hours today trying to get this straightened out. I have been put on hold for and hour then hung up on. When I called back they said it would be another 60 minutes before I could talk to a customer relations person. I cannot afford to make this trip without this money. Please help me. My confirmation # is RWWVIZ My name is Karen Bilke. ”
Last year I had a ticket to go to Phoenix, Az. due to a family emergency I was unable to go. They said my money would be held for a year. I was unable to use it and was to to call on April 10th and they would give me a voucher for 6 months. I called on the 10th of April and was told it would take 21 days to receive the voucher by email. They did the necessary work to insure that it would be sent to me. Today I was told by Elaine in customer support and service that they had no knowledge of the voucher being processed and they would have to start all over again. The cost of the plane ticket is going up. I have been on the phone for 4 hours today trying to get this straightened out. I have been put on hold for and hour then hung up on. When I called back they said it would be another 60 minutes before I could talk to a customer relations person. I cannot afford to make this trip without this money. Please help me. My confirmation # is RWWVIZ My name is Karen Bilke.
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