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If you are on hold waiting to speak with Southwest's customer service representatives you will hear a lot about Southwest's committment to transparency and fairness to their customers. The ability to track travel funds through Rapid Rewards accounts would enhance transparency and fairness rather than the current process whereby customers are to sort through old emails on their own and and in many cases discover that their travel funds have already recently expired. Saying it should happen but that "it is unlikely" begs the question, why not if customer service and transparency would be enhanced?
The post below states "Southwest gives you a full year from purchase in which to complete travel on even non-refundable tickets." Yesterday I called Southwest, explained that there was a family medical emergency that precluded the use of tickets purchased a few months ago with some previous travel funds, including additional money paid in February of 2019. The Southwest representative informed me that all of the funds including those purchased with money paid in February had expired 5 days earlier this June of the the same year. Does this example and the following statement that this is way better than every other carrier, truley reinforce flyers' perception of positive customer service, transparency and fairness?
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@Hillschool wrote:If you are on hold waiting to speak with Southwest's customer service representatives you will hear a lot about Southwest's committment to transparency and fairness to their customers. The ability to track travel funds through Rapid Rewards accounts would enhance transparency and fairness rather than the current process whereby customers are to sort through old emails on their own and and in many cases discover that their travel funds have already recently expired. Saying it should happen but that "it is unlikely" begs the question, why not if customer service and transparency would be enhanced?
The post below states "Southwest gives you a full year from purchase in which to complete travel on even non-refundable tickets." Yesterday I called Southwest, explained that there was a family medical emergency that precluded the use of tickets purchased a few months ago with some previous travel funds, including additional money paid in February of 2019. The Southwest representative informed me that all of the funds including those purchased with money paid in February had expired 5 days earlier this June of the the same year. Does this example and the following statement that this is way better than every other carrier, truley reinforce flyers' perception of positive customer service, transparency and fairness?
There are tradeoffs to the ways different airlines handle their versions of travel funds.
a) Some airlines provide a convenient way of keeping track of them on their websites, but charge somewhere around $200 per fund when you try to use them
b) Southwest does not provide a web based method, but provides e-mails that let disciplined passengers easily keep track of funds. It charges nothing to use the funds.
It's important to understand the details of any program people participate in. For example, Southwest clearly states that when using travel funds in full or part to buy new ticket that ALL FUNDS used to purchase that ticket are subject to the earliest expiration date of ay travel funds applied to the purchase.
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I totally agree that Southwest Airlines, being the LUV airlines that they are, should be transparent with travel funds by making them available for quick reference via your Rapid Rewards account. This is "pro-consumer". However, as someone stated earlier, why would they if it is not in their best interest? One can only imagine the millions of dollars in unused travel fund that go unused and are forfeited. As our local consumer advocate would say "It ain't right!". C'mon SWA live up to the top 10 airline reputaion that you are know for....
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