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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?

 

 

6 REPLIES 6

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
Top Contributer

@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.

 

 

 

 

 

 

Re: Hacker stole points

elijahbrantley
Rising Star

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.
Highlighted

Re: Hacker stole points

jpinela202
New Arrival

This just happened to me as I returned from Vacation.   Someone booked a flight from Baltimore to Las Vegas - and used up 40,000 points.  They changed the email address on the primary to avoid notifying me.

 

Were you able to resolve anything?  Im talking with the Executive Customer service after a 1 HOUR WAIT.  Hoping they can investigate and restore my points.  They should easily be able to identify who flew with that reservation and put a block on them in the system so they can't fly southwest anymore.

 

Any additional information is greatly appreciated.

Re: Hacker stole points

dfwskier
Rising Star

@jpinela202 wrote:

This just happened to me as I returned from Vacation.   Someone booked a flight from Baltimore to Las Vegas - and used up 40,000 points.  They changed the email address on the primary to avoid notifying me.

 

Were you able to resolve anything?  Im talking with the Executive Customer service after a 1 HOUR WAIT.  Hoping they can investigate and restore my points.  They should easily be able to identify who flew with that reservation and put a block on them in the system so they can't fly southwest anymore.

 

Any additional information is greatly appreciated.


Four points here

 

1) In the future, don't waste your time on hold listening to elevator music. Send an e-mail and request a return call. To send an e-mail click on "contact us" at the bottom of this page, and then pick e-mail from the contact choices listed on the top left of the ensuing page. Doing so allows you to print the page you are sending so you can document your contact.

 

2) Change your password, if you have not already done so.

 

3) The airline may not know who the traveler was. How is that? Well the person could have booked the ticked in a false name and used a real ticket in his/her name to clear TSA. Then cancel the real ticket and then use the one with the fraudulent name.

 

4) As said earlier in the thread, the company will investigate, and assuming it can document theft, you should get your points back.

 

Good luck