Southwest Rapid Rewards program

[Kristi1357]

I am so furious right now! Before today I have done nothing but rave about SW and their excellent customer service...well not anymore.

DH and I both have SW rewards cards. Since I make all reservations when we travel, car rental credits are always under my account. In order to accumulate more credits in my name and get enough credits for a free ticket, we joined MCI through SW's promotion last fall. I gave MCI my name for the long distance, as well as my SW account. I just recently noticed that MCI mistakenly credited DH's SW account, not mine. How they got his number is a mystery to me! I even have my SW number written down on the MCI flyer that I was jotting down notes on as I was on the phone with MCI switching to their service. Anyway, I called MCI and they alluded to the fact that this was somehow a mistake on their part - they could not / would not explain how they credited him and not me. All I can think is that they misplaced my SW number and contacted SW to get the number and somehow ended up with DH's SW number. MCI explained that since they already notifed SW to credit DH's account, that they had no way to put the credits back into my account. They suggested I call SW to see if they could fix the problem.

I just called SW. Basically, they refuse to transfer the credits because:
1. It's not their fault MCI credited DH - somehow I must have given them that SW number (I KNOW I did not). I explained that MCI admitted that they credited the wrong account, and she said it didn't matter.
2. I should have noticed the problem earlier. Even though they don't send out statements in the mail - I should have been checking the website "daily" (customer service rep's words, not mine). I told her I just now noticed the problem, and she said I should have noticed it sooner. I also suggested that most leisure travelers that maybe fly three times a year, are not checking their SW rapid rewards accounts "daily" and she said that I'd be surprised that they actually do. Huh?

I asked her for an address to write a letter of complaint to, and she said "it won't do you any good." Nice customer service, don't you think? I am supposed to fly them again in two weeks (and WAS suppossed to earn my free ticket also). I don't even want to fly them now since I was treated like this. If I had any idea that this was my fault in any way - I would not be complaining. I would just be furious with myself for messing up.

Any ideas on how to get these credits into my account? The rep. suggested I call MCI and see if they will give me an addtional 4 credits and leave DH's also. I don't think they'll do this, but I'll try to call them later today.

Thanks,
Kristi

 

[GAIL HAYDEN]

Kristy,
Perhaps if the MCI account was in your husband's name they had to credit the points to his account. Often these accounts have to match the name and number of the person being billed.
I cannot comment on the phone conversations, as I was not there to hear both sides.

 

[Pluto4President]

all I could think of was answered on their site:

Q: Can I combine my credits with another Rapid Rewards Member?
A: No. Membership in the Rapid Rewards program is for individual travelers only. Individuals must enroll separately and may not pool or combine credits with other Members. Corporations and other entities may not be enrolled as Members

 

[Kristi1357]

The MCI account is in my name - the bills come to me. That's another thing I don't understand - why would they credit someone else's rewards program, not the person who earned the rewards? Doesn't make any sense at all. If that was the case, I could have my parents sign up and have them give MCI my rapid rewards number. Anyway, thank you both for you thoughts. I'll keep plugging away at MCI and Southwest. And I will write that letter, even though I was told a letter "would not matter" to anyone at Southwest.

Maybe I should get the consumer reporter at the tv station I work at on the case. Hmmm...

 

[Lewisc]

SW probably won't transfer credits from one account to another (per Pluto's post). It is very easy for MCI to credit your account. Tell them they didn't credit your account, the phone is in your name and the RR belongs in your account and if this isn't done you'll cancell MCI. When I cancelled MCI they were willing to give extra RR for me to stay and when I didn't get the RR initially they took my word for what was originally promised and issued the credits. Just tell them you want the RR in your account (and that you don't care if they are able to recover the credits from your husbands account). My guess is you'll wind up with double credit. BTW I found that some of the better hotel and car rental rates won't grant FF miles.

 

[ivanova]

I would definitely fight MCI on this ... I'm signed up for the same program. I was also trying to see if I could get my folks to switch to MCI but have the RR credits go to my daughter's account (she flies SWA more than DH and myself combined) but MCI said that the names on the SWA RR account and on the MCI bill had to match.

So if the name on your MCI bill is not your husband's name, then THEY goofed. Now how did they get his number? (I'd call and ask SWA if they would've given out the number if MCI had called, that's the only way MCI could've gotten it if you didn't give it to them).

Then, separately, I would write a letter to SWA headquarters in Texas and complain about the unprofessional manner in which your call was handled. Even if the mix up isn't there fault and there's nothing they can do to correct it, the customer service rep you talked with should've been MUCH more professional with you.

 

[Kristi1357]

Thanks for the input Lewisc and ivanova. I will call MCI Monday and see what they will do for me. If nothing, I might as well cancel them. Actually, I was probably going to switch service after earning the 4 credits anyway. Lewisc - I have more confidence now that I know you ended up with more RR credits from them. Maybe threatening to swtich will get me the credits I need...

I did write Southwest a letter also. If nothing else, I think they should be aware of a problem with one of their partners in the rapid rewards program. All in all, I think this was simply a mistake - and mistakes do happen. I am just upset that no one wants to fix the problem. Thanks again!