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Hacker stole points

Bgenjoytheride
New Arrival

On 2 14 2019 I received an email from Southwest Airlines that somebody had booked two tickets using my points. They flew from Atlanta to Las Vegas. One way. I live in Colorado.

 

I immediately called and emailed Southwest Airlines. Letting them know somebody stole my points. Since that time I've only received two automated replies and no resolution.

 

Having done some research, it became very evident there are numerous Southwest Airlines customers that have lost their points due to hackers. The media has even reported on this. And it has been going on for years. So it's definitely a system failure that Southwest Airlines has not corrected.

 

SW has a fiduciary responsibility to reinstate all points that are stolen by hackers from their defective system.

 

Is anyone aware of a class action lawsuit?

 

 

4 REPLIES 4

Re: Hacker stole points

bec102896
Rising Star

@Bgenjoytheride 

 

I'm sorry to hear your points were stolen. I recommend you reach out to customer relations at 855-234-4654 so they can investigate. It will take time to investigate so be patient. 

 

Be sure you change your password as well 

 

Hope you get your points back!

Blake

Re: Hacker stole points

Bgenjoytheride
New Arrival

I've already called the "executive" offices in Dallas numerous times.

 

Next call is going to be to attorneys.

 

 

Re: Hacker stole points

chgoflyer
Rising Star

@Bgenjoytheride wrote:

I've already called the "executive" offices in Dallas numerous times.

 

Next call is going to be to attorneys.

 


That would be a waste of time and money.

 

The terms and conditions of the Rapid Rewards program specifically state: Southwest Airlines is not responsible for unauthorized access to a Member’s Account and will not replace stolen points or awards.

 

Your best bet is to try to work with Customer Relations, who will turn your case over to a special internal group who researches these claims. While the investigation does take time, in general, if they are able to determine that the points were not used by you or someone you know, they do generally reinstate them.

 

Also, obviously, immediately change your account password to a very strong one.

 

 

 

 

 

 

Highlighted

Re: Hacker stole points

elijahbrantley
Active Member

There is a potential for this with all loyalty programs — not just SW. It is crucial to protect your sensitive info and have a complex password to prevent these issues, but they still happen, and it’s so frustrating!!!

 

Fortunately, SW has not been the victim of a hack like some other high-profile travel loyalty problems.

 

it sounds like you have pursued this pretty extensively, but if you have not tried, I would simply reach out to customer service at 1 800 I FLY SWA or to @southwestair on Twitter. 

 

Good luck. 

 

 

-A List Preferred, Companion Pass holder, Community Champion.