How to get refund for medical issue?
My mom fell and fractured her back and pelvis. She had a reservation for about a month later to fly Southwest. The funds were only good for about two and a half months after her injury (due to a previous rebooking), and she was not going to be able to fly by then. I called and was told to email a particular department (perhaps customer care) through a form on the website. I included my mom's hospital paperwork and asked for a refund of the fare and EarlyBird, as she was physically unable to fly.
Unbelievably, I received basically a form letter in return, denying the request. This seems cruel and egregious by Southwest.
Does anyone have suggestions for who I can contact and through what means (phone, email, Twitter) to escalate this situation? Thanks in advance.