My mother was supposed to travel on a flight that was cancelled by Southwest. Her two traveling companions’ fares (on the same ticket) were refunded according to emails that were received. Her own fare was placed into a “residual travel fund.” I understand the travel fund and its usage for passengers who choose to cancel their own ticket. However, my mother’s situation seems different. She did not choose to cancel her ticket; Southwest cancelled the flight (which was its own mess). My mother is elderly and does not travel often. She will not use the travel fund. She wants a refund or the ability to transfer the fund to another family member who can use it. Somehow this situation does not seem right to me. Is Southwest likely to refund her ticket if I call them? Why were her two companions refunded when she was not?
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