06-16-2019
02:03 PM
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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