They still say, "Unused, fully refundable tickets that do not carry restrictions may be applied toward future travel or refunded within one year from the date of issue."
Maybe she bought a different type of ticket this time.
SW says:
Quote:For all other refund requests, including refund exceptions on nonrefundable travel and refund consideration on all "paper" tickets, you may:
write to our Refunds Department at the address below.
Southwest Airlines
Refunds Department
P.O. Box 36649
Dallas, Texas 75235-1649
http://www.southwest.com/html/customer-s...ER-REFUNDS