I was told in a conversation with a Southwest CS representative that they would provide me satisfaction to a problem I was having with the airline in the form of a travel voucher. When it didn't arrive in my email, I emailed CS to find out when I would recieve it and also followed up with a phone call. (the voucher that was offered was not their formal policy). When I called another CS rep. told me that the voucher should arrive w/in 24 - 48 hours and that she saw the notation in my Rapid Rewards account. 72 hours later I still havent seen the voucher but I did get an email asking me to call CS yet again. I did...and this CS rep. said there was nothing notated in my RR account other than the email, and she kept repeating the standard 'formal' policy. It feels very strange to me that the offer which is not extravagant in any way is missing.....I feel as though they are not being honorable....has anyone had this type of dealing with this airline? I also wondered if the DOT or Better Business Bureau should be made aware of this type of activity? Any insight is welcome.
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