Davis is right. You are not the first person who has had your problem. That being said, the Southwest rep had no way to help you with out having the pertinent credit card information. Also, no airline "holds" a reservation that does not include payment information - and companies like United charge you for the privilege of holding your reservation. So Gail had no way to either cut you a ticket of hold your reservation. Gail was also correct when she said that you should contact Chase. Chase made you an offer. Chase was supposed to follow up on it's offer, and did not do so. Sorry.
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