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