Sorry, the customer in question did not purchase travel from SWA and has no basis on which to contest the charge. Also, refunds are governed by the
T&C at swavacations.com, not those of WN. Some excerpts:
Remember, Southwest Airlines Vacations does not offer Ticketless travel. You must present your Southwest Airlines paper tickets when you check in.
No refunds will be made for unused or missed flights.
Even in the limited cases where refunds are permitted by swavacations.com, the travel documents, including the paper ticket(s) must be submitted along with the written refund request.
The customer might get lucky and find a sympathetic CSR willing to issue a small LUV voucher, but should not have any
expectation of receiving something.
ETA: Forgot to include the link to SWA's
lost ticket policy.