12-15-2017
03:21 PM
I first want to say that what I talk about here has nothing to do with the great SW employees that I encounter on my many flights and the service they provide. It's more about what I feel Southwest is not properly messaging within their rapids rewards program. I recently ran into a situation where some of my earned points as a A-list preferred SW member did not go towards my tier qualifying status. I carefully calculated the points I should have earned through the SW rapid rewards points calculator site "How to earn points". Turns out my bonus points are not considered tier qualifying. I spent almost an hour with a SW rep on the phone and she couldn't even tell me or find out where on the web site it said that the bonus points were not tier qualifying and which case she finally pointed me towards corporate. Corporate finally pointed me toward the "rules and regulations" where this was stated, in other words the small print. However, there is nowhere on the rapids rewards page that says the points you earn were not be included in tier qualification. If a SW employee can't even find this language or understand why all my points didn't go towards your tier status than how is a consumer supposed to know this. Corporate really did nothing but point out the fact that I should have known to go to the "rules and regulations" page to understand what was meant by tier qualifying points. They did promise a call back from a higher level supervisor but refused to connect me with an executive. I post this to understand if any other SW rapids rewards member has been in the same situation and if there was any other resolution. It's really frustrating that it's coming down to the fact that I should have read the small print. I didn't realize SW was a company like that. Anyway, I will be pursing this further to see how we as consumers can be better informed. If anyone is interested to follow along please let me know. I will also be posting same message on broader media outlets to see if anyone else is as concerned as much about this as I am.
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