Annoyed with Southwest!!!!!

[twinmomplus2]

Just writing to vent, You all know how if you book online you earn double rapid rewards credits till December 31st. Well there is a serious loophole in this!!!!!!!!! We have gone down 3 times this year. And after this trip were eligable for 6 free round trips. Well I just got my RR update, and I was only credited 1 credit for each flight segment instead of the double credits. I figured a simple over sight so I called. And it seems that since my flight down was cancelled due to the snowstorm that hit the EAst Coast, and I was stuck in a hotel room at the airport. When I rebooked I did so on the phone not online so , My round trip only earned 2 creditd not the 4 it should have!!!!! I am very very annoyed, I feel like I have been ripped off!

 

[DMRick]

It's too bad you didn't have access to a computer. I know when the prices drop and I rebook, if I don't rebook on the computer, I lose. They want you to book on the computer, since it lets them have less help to answer the phone, and they "pay" you to do it in douyble credit (which ends soon). I'm sure you know it wasn't their fault the snow cancelled flights, and if they didn't stick to their rules, everyone would just call, instead of using the computer : (

It's a bummer, but they have to draw the line at the rules..or everyone would want the ease of calling, and the free credits. I know they are very firm when there is a computer sale too..they won't (to my knowledge) give you the computer sale if you call.

We have gone down 3 times this year. And after this trip were eligable for 6 free round trips.

I don't understand this..why would you get 6 free round trips for going down 3 times? Oh..or do you mean, this would have been your fourth trip and there were 6 of you who would have made 4 trips? I agree, that would hurt.

 

[twinmomplus2]

Yes, I meant 6 of us would be on our 4th trip. Thus each earning a free ticket. Major ouch! A very tough thing to learn! Oh well live and learn.

 

[GAIL HAYDEN]

Originally posted by twinmomplus2
Yes, I meant 6 of us would be on our 4th trip. Thus each earning a free ticket. Major ouch! A very tough thing to learn! Oh well live and learn.

Oh, that is a bummer. Why not call the rapid rewards number and see if something can be done. 214-792-4223 is the customer relations number. While they are very strict with their rules in some areas (obviously NOT the preboarding), they also have a "heart".

 

[mcnuss]

I would agree to call, given the circumstances of your flight change, I would think they might cut you some slack. I learned the same lesson, I am sorry to say....

 

[seashoreCM]

Write a letter to Southwest.

You were involuntarily rebooked because of flight cancellations. In this case, any form of rebooking should qualify for any bonuses you might have received had you taken and the flights flown your original booking.

It is unreasonable to expect there to be a computer at some place where you are stranded.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

 

[DMRick]

As much as I like SW, I think it's wasting the ink. We accidently threw away two of our free trips, because it happened to come the same day, same envelope as the two credit card offers. They just wouldn't bend...we were so out of luck. Did we luck out? Yes, because hubby had put some bags into the shed, because the garbage was full..and we discovered the (by then very smelly) bag two weeks later and figured it was worth a shot going through it. If I hadn't happened to go on line and checked, it would be gone, because I wouldn't have realized we were suppose to have had it. I happened to call them and ask, and then it hit me that it came. I talked to every supervisor I could..and even said..look, you could always key it in not t oaccept it, and as I said, they wouldn't bend.

It would be nice if they did..but I'll be surprised. Of course nothing is lost by asking...and this really wasn't your fault. I'd love to hear that they bent on this one!! Be sure and let us know..start by asking for a supervisor.

Any chance you can all fly somewhere close and cheap this week?

 

[GAIL HAYDEN]

Originally posted by DMRick
As much as I like SW, I think it's wasting the ink. We accidently threw away two of our free trips, because it happened to come the same day, same envelope as the two credit card offers. They just wouldn't bend...we were so out of luck. Did we luck out? Yes, because hubby had put some bags into the shed, because the garbage was full..and we discovered the (by then very smelly) bag two weeks later and figured it was worth a shot going through it. If I hadn't happened to go on line and checked, it would be gone, because I wouldn't have realized we were suppose to have had it. I happened to call them and ask, and then it hit me that it came. I talked to every supervisor I could..and even said..look, you could always key it in not t oaccept it, and as I said, they wouldn't bend.

It would be nice if they did..but I'll be surprised. Of course nothing is lost by asking...and this really wasn't your fault. I'd love to hear that they bent on this one!! Be sure and let us know..start by asking for a supervisor.

Any chance you can all fly somewhere close and cheap this week?

Glad you found your rewards, but, in this case the OP's situation is a quite a bit different than yours. I can see them not bending for something like a lost ticket or reward cert. (not that I would like it, mind you) but in this case it was the weather messing things up.
Like you said it never hurts to ask and I am hoping for a pleasant surprise.

 

[DMRick]

and I was stuck in a hotel room at the airport. When I rebooked I did so on the phone not online so ,

I'm curious..do you usually have to rebook when your flight is cancelled, or do they usually try to get you on the next flight? I've never had to do this, so I'm not sure. I just wonder if it's because it actually had to be rebooked.

In any case, it would be nice if they give her the double credit.

Gail..I wonder, if I had not realized, when I when on line that I should have had my free flights..and since they send the coupons no special way..what does happen to lost in the mail certs? I guess it would be better for someone to say they never arrived..because then they would have to replace them. It's not like the computer would allow you to use two certs. They were just so darn rigid when I called. And I really like SW!

 

[twinmomplus2]

It seems that the airport Radisson has a kiosk for you to rebook online. So I was expected to do that. I explained I was alone with 3 small kids and how was I to bring them to the lobby to use a kiosk at 3am? They said no sorry.

As for rebooking they told me to call at 3am. To find out my flight status and that my best chance of getting out would involve my calling at 3am. First in line on the phone sort of thing. So I got a wake up call and did as instructed.

 

[seashoreCM]

Next time, mark on your confirmation printout a reminder about having to book online and whatever other restrictions may apply. This will help you not forget.

I would even drag kids down to the lobby to avoid paying surcharges that go with the room phone. But then for me I would have tried to do it the previous evening, if that didn't work say to heck with the 3am. Get me-self a good night's sleep and take a chance I can do it at 7am.

 

[GAIL HAYDEN]

Originally posted by DMRick
I'm curious..do you usually have to rebook when your flight is cancelled, or do they usually try to get you on the next flight? I've never had to do this, so I'm not sure. I just wonder if it's because it actually had to be rebooked.

In any case, it would be nice if they give her the double credit.

Gail..I wonder, if I had not realized, when I when on line that I should have had my free flights..and since they send the coupons no special way..what does happen to lost in the mail certs? I guess it would be better for someone to say they never arrived..because then they would have to replace them. It's not like the computer would allow you to use two certs. They were just so darn rigid when I called. And I really like SW!

That is an excellent question and one I have no answer for. I guess it would be better to say you had not received them and I am amazed they don't put something to identify them on the envelope. But, there again, if they did, I would expect many would disappear in the mail. Sort of a damned if you do, damned if you don't. I open everything they send me, I get REALLY annoyed when it is something for long distance service. LOL.
I really like SWA too, and have had nothing but good luck with them.