Rapid Rewards -- Southwest Complaint - New Rapid Rewards Program Stinks

Review by OhMyGosh on 2011-04-19
The new Rapid Rewards system at Southwest STINKS. Here are a few of the ways it smells:

When the system was in transition, I booked a flight for a free trip and the system brought up ONLY my newest (not oldest, which expires first) award. I couldn't access my account at all but knew I had at least one award ticket available. When the site was finally somewhat functional, by phone, I asked customer service to please switch the ticket to the older award. YUP, they did, but now they want $50 to reissue the other, newer award. NOTHING was mentioned about this while I was on the phone with them. ARE YOU KIDDING ME????!!! Subsequently, my contacting customer service TWICE has done little good. They WON'T/DON'T answer.

One other complaint: I was soon to earn a free year-long companion pass until they "transitioned" the program. Nope, the new pass is gone, too. It was to go from May 2011 to May 2012 under the old program rules. The stupid airline merely extended the old pass til December 2011. In other words, I lost 6 months of previous travel and related expenses toward a new pass because of their so-called "new and improved" system.

The SW flights are often very, very crowded, not on time, have mechanical problems that keep you from missing connections, and are lots more expensive. Add this to planes that are literally falling apart and cattle call line-ups to board, and they've lost me as a loyal customer.

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