Southwest causes me increased costs and a headache.
Last Thursday I called about using a rapid rewards ticket earned under the old system by my father. I was planning to use this on a trip for my mother who is wheelchair bound and her caregiver. the price from San Jose was $89.00 one way leaving, and $74.00 returning. Since the return trips were cheaper, I planned to use the free round trip for the deaprting flights and book the $74.00 flights on the internet. Internet special prices usally apply Tuesday thru Thursday.
I ended up calling someone in Chicago with rapid rewards. I was informed that that my mother had a ticket that expired and could be reinstated for the $50.00 fee each way. I said fine I would be willing to pay this and book a flight for my mother and her caregiver. As she started to proceess this she said she had a computer problem, and was unable to process these transactions and that I should call back when there computers would be fixed. No time frame was given but I should try the next day. My reservations would be held till midnight on Friday the next day.
The next day I called someone in Oklahoma City who locateed the transaction in progress. The could not locate the expiring ticket reward for my mother. Since the speical price had expired was told that they could not honor the expired price even though they were aware that is was likely the person in Chicago told me I did have an expired ticket to use. The funny part is that I was tranferred to a customer service representative. I informed her It looked that I was out of luck, but at least contact the person in Chicago and find out who was correct and who was wrong to ensure that this does not happen in the future. Iwas informed that they do not do such things. Having worked in customer service, If I was aware of someone who gave a response like this to a customer they would be fired. Remember, this is a customer service representative for the company.
This week, I checked the price on the returning flights, and the have gone up to $89.00 each for the returning flights. So I am out about $35.00 plus waste of time and frustration.
Conclusion, do not trust anyone who indicates a problem with their computers. Also I found that you need to inquire on old credits earned under the new system. For these partial credits earned prior to March 31, they will drop off after two years have passed. The only way to use them is combine them the new points and or pay difference for a round trip flight. I told her I thought the system was a rip off. She told me that many people like the new system. I guess I was the only person she encountered who did not like the new system.
Last Thursday I called about using a rapid rewards ticket earned under the old system by my father. I was planning to use this on a trip for my mother who is wheelchair bound and her caregiver. the price from San Jose was $89.00 one way leaving, and $74.00 returning. Since the return trips were cheaper, I planned to use the free round trip for the deaprting flights and book the $74.00 flights on the internet. Internet special prices usally apply Tuesday thru Thursday.
I ended up calling someone in Chicago with rapid rewards. I was informed that that my mother had a ticket that expired and could be reinstated for the $50.00 fee each way. I said fine I would be willing to pay this and book a flight for my mother and her caregiver. As she started to proceess this she said she had a computer problem, and was unable to process these transactions and that I should call back when there computers would be fixed. No time frame was given but I should try the next day. My reservations would be held till midnight on Friday the next day.
The next day I called someone in Oklahoma City who locateed the transaction in progress. The could not locate the expiring ticket reward for my mother. Since the speical price had expired was told that they could not honor the expired price even though they were aware that is was likely the person in Chicago told me I did have an expired ticket to use. The funny part is that I was tranferred to a customer service representative. I informed her It looked that I was out of luck, but at least contact the person in Chicago and find out who was correct and who was wrong to ensure that this does not happen in the future. Iwas informed that they do not do such things. Having worked in customer service, If I was aware of someone who gave a response like this to a customer they would be fired. Remember, this is a customer service representative for the company.
This week, I checked the price on the returning flights, and the have gone up to $89.00 each for the returning flights. So I am out about $35.00 plus waste of time and frustration.
Conclusion, do not trust anyone who indicates a problem with their computers. Also I found that you need to inquire on old credits earned under the new system. For these partial credits earned prior to March 31, they will drop off after two years have passed. The only way to use them is combine them the new points and or pay difference for a round trip flight. I told her I thought the system was a rip off. She told me that many people like the new system. I guess I was the only person she encountered who did not like the new system.
