We are Australians and have flown Southwest previously to visit our friends who live just outside Albany NY. This year we were scheduled to vacation in the USA and would have been flying from Memphis to Albany in July . We cannot fly out of our country for the forseeable future and when I contacted Southwest for a refund (via Facebook and Messenger) Jen reached out to help us. We did not want it in vouchers because we are not sure if we will be able to travel to the USA again (due to age and other factors). Jen went out of her way to check our bookings which had been changed as recently as last week due to Covid-19 affecting schedules, and advised she could refund our money, which will be back in our account within 30 days. This was all achieved in about 10 minutes. To be honest I was totally blown away by this amazing service and given the chance to travel to the USA again we will undoubtedly choose Southwest as our airline of choice. Again thank you so much Jen and Southwest.