Cynthia sent a message to Gary C. Kelly- chief executive officer and chairman of Southwest Airlines-Email address that said:
First, I love Southwest Air and have been loyal customer for many years. Over the past 2 years I have been unable to fly as often as I am currently unemployed. I am very frustrated that I have not received a credit for a flight that I had to cancel (as i was using a voucher and the funds weren't applied and I needed to re-book). It has been over 3 weeks and still no credit, and now I have to pay MY credit card company so I am not late. I can't afford this, again, I don't have a job. Why do you have such a poor refund policy, you have no problem taking my money but it can take up to 3 months to refund, this is completely unacceptable! Also, if I have a credit voucher why cant I view it on my account, again, sneaky business practice. I am furious with SWA and I KNOW that you are a good company as I have friends who are your employees and love working there. I just want what is owed to me!
Regards
Cynthia
