This complaint is regarding Reservation #: XK73T004 . I have an account with Southwest Vacations and have used your vacation package deals several times. I contacted Southwest Vacations this morning beginning at 9:00 a.m. to change my vacation from Cancun, Mexico to Aruba due to the current Covid-19 crisis in Cancun and hearing that the Gov may close the Island to travelers. I called back at 9:34 a.m. and spoke with Rep Ninosca. We completed the change process, but when we got to my travel credit of $200, she apparently experienced difficulty helping to complete the credit and kept telling me to call the travel credit dept. I explained that I have already spoken with them and that I have the travel confirmation number and reservation number in front of me. She kept putting me on hold and after waiting more than 40 minutes, I was then transferred to Engrid in the post travel dept. Engrid tried everything she could to help me, but could not. The time is now 11:49 a.m. and I am still on hold because I had to start at the beginning with your reservation dept. Engrid stated that Ninosca could have and should have called me back if she lost the call, as records show my home telephone number listed in her system. Engrid stated that she will note the system as to the issues I experienced. I'm not sure why Ninosca treated me in this manner, by just "dumping the call", but it is very frustrating and very disheartening. Please know that all this time spent on the phone caused unnecessary time wasted and mental stress. Please speak with your staff representative, Ms. Ninosca and advise her that this is now how you should treat customers. I am praying that I am still able to change my trip from Cancun, Mexico to Aruba and that Southwest Vacations will honor the $200 credit, which does not expire until April 2022. Thank you for your time.