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Rapid Rewards Followup

blusk
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Hey, folks!  We know that there is a lot of buzz out there regarding our announcement of the new Rapid Rewards program.  We have been monitoring Customer feedback on all of our channels, and we know there is some concern about what the new program will mean for our Customers. 

Rest assured, the new Rapid Rewards program is based on what our Customers have been asking us to change over the years, and it was very carefully designed by and responsive to an extensive set of Customer research and feedback from our Members.  With more understanding of the benefits of the new program, we feel that our Customers will ultimately agree that the changes make the program better. 

That said, we realize this is a big change for our Customers.  That is why we have developed a web site specifically designed to help our Members understand the new program and what it will mean for them.  We encourage you to visit www.newrapidrewards.com and see for yourself how the new program works.  You’ll find a wealth of information, along with some videos, that will walk you through the changes.  If you still have specific questions or concerns, please post below, and we’ll find an answer for you!

276 Comments
Mark_Briggs
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Brian- Will those who qualify start off in A-List preferred upon transition to the new program on March 1? I have easily qualified over the last 12 months, but I wasn't sure if the A List Preferred would be based on the previous year, or only on 2011 calendar year flights. Thank you- Mark
Tannim
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Lusk: Really simple: The old way made sense. It would have made even more sense had you kept it. You want the points vs. prices to be equitable? Then either zone the fares and points or change the points to a 1:1 ratio per dollar spent, check your archived records, and convert accordingly. Or do both. You made it too complicated and in the process too stupid. Something else: quit relying on TSA! I quit flying SWA and everyone else bacause of the Nazi Smurf molest-fest. If you *really* want to be different, offer your own security instead of TSA. Remember, without the passengers, you don't exist.
Mike_Johnson
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I keep hearing knowone likes the new system. I love it. I get the chance to fly international? Yes the old system was great but they cannot afford it or choose not too. You have options deal with it or look at other programs.
blusk
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anonymous 17;54 yes the partners will convert to points instead of credits.
Anonymous3256
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This change is atrocious. SWA is becoming AA, slowly but surely. Still waiting for one of these customers to come forward that asked for these changes. Oh wait, there are none.
Anonymous3000
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I read most of the posts and I think I can feel the pain of the following people here: All of those that flight SHORT routes (e.g.: Los Angeles to Las Vegas) and WANT TO EARN A TRIP ANYWHERE in the country (e.g: Los Angeles to Boston). I know it is a nice thing to get a free flight anywhere in the country, but is that reasonable from business point of view? Southwest already gives lots of perks that other airlines don't (free bags, free changes, etc..), and as a businessman I see the reasons for the change. Southwest is not making extra money like other airlines are. Delta made 1 billion on bags and other fees in 2010 (billion with "B"). How a business can increase their revenue without increasing their prices? Simple answer: by cutting costs. Think like someone that stopped receiving his 401K match from a company he worked for (raise your hand if it happened to you in the last few years). For those that say the program is not simple anymore, it is actually pretty simple: Fly 10 times to a destination and get a free flight to that destination (earn = 12, 10 and 6; redeem 120, 100, 60). Addressing from a different point of view, there are 3 types of passengers: the ones that fly occasionally (a few flights a year), people that fly with some frequency (around once a month), road warriors (fly several times a month). For those that fly occasionally (ME), it will be great. I hate loosing my credits after 2 years (and a lost quite a few). Road warriors most likely will benefit from it, since lots of them buy the more expensive fares. The short commuters and the people that fly with some frequency, sorry.. no big cookies for you (small and medium cookies only). I'd suggest for those that are not happy, go pay more for tkts on other airlines, pay for bags, pay change fees, and get miles on a much simpler program (yeah, right). I'm happy! I'm not going to lose my credits anymore and get points for what I pay for (ok, that is not a really great thing since I don't have money and most likely will get the 6x on WGA).
Janis_Jones
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Southwest, your changes make me sad. Sad that such a strong brand known for low fares, simple systems, great service, and the industry's best frequent flier program could make such a misstep. Yes, most of us understand that you need continued growth and profits. Yes, your programs like Companion Pass are generous -- perhaps too generous to continue in today's environment. But why couldn't you just make simple changes -- such as raising an award from 16 credits to 20 credits -- or whatever you need to raise it rather than coming up with this complicated prgram that just tries to make you like other airlines? Or not allowing companions to fly free when the companion pass holder is using a free ticket? Why do you say that the change was based on customer feedback, when none of your best customers seem to have been surveyed? A simple online survey to those customers who hold companion pass and A-List would have easy and inexpensive; plus, have gone a long was in having loyal customer buy in. Then there's your comment that this is going to "gain" you an increased share of the market among business travelers. Huh? As someone who flies enough to have status in multiple airlines, you seemed to forget your strength in being different. Until you have first class, assigned seats, more legroom in coach for frequent fliers, flat beds in business class, a worldwide allaniance of partner airlines, you will not command the loyalty of the heavy road warriors to pay more money for a "business select" fare for points. The so-called new benefits weren't missing -- black out days were rare, customer service call centers are good, web technology is good so that it's rare than one needs to call, and the rate of earning free tickets was generous without bonuses. Your program did have things those airlines didn't: the flexiblity to book at the last minute, flexibilty to change easily, and simplicity -- perfect for getting oneself from point A to B on short haul 1 segment flights when using a free ticket. Which is why I continued to be loyal to you in addition to another airline. Now, I fail to see a reason. And that makes me sad.
Jason13
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I understand reasons for doing this, but put simply, I will not be earning as many free flights on trips that I typically take, such as HOU-DAL, where I am forced by my company to book at the cheapest fare (and generally only when on sale). I don't have the choice to pay for business fares. Now it will take more than 10 of these round trips to earn enough credit to buy a single round trip flight within *300* miles of HOU. It was really a nice 'perk' to be able to fly anywhere in the system every year or so, but looks like this is now over. I will say that this system makes the RR credit card points a little more valuable, but I'm not sure if it's enough (along with the $59 annual fee) to make me keep the card another year given that I lose the real benefit of complete freedom to fly anywhere.
Rick_F_
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Well. Where to start? I was on the phone with your customer service people about another issue when I asked what I thought was a simple question: How many points will it take to get a free ticket. The initial person was completely flummoxed by that. I escalated to her supervisor, but the response was the same. Together the supervisor and I walked thru the point calculator and together we got the answer: that depends on what class ticket you are going to get for your free trip. Since that call I've been thinking about this. There are a few things that are good in the new system, but on balance I think that for me the bad things out weigh the good. The way that I have used my free flights in the past was to allow me to take an unplanned flight when the need would arise. In my case I have a mother and mother-in-law that are elderly and in assisted living. We save those free flights so that we can get from New Mexico to California at a few hours notice should anything terrible happen to them. Under the new system that becomes impractical. We just flew with United to Kauai. It looks like their system is better at this point. It shocks me to say that, but it seems to be true. We have 4 free flights in the bank and will probably get another before the system changes. At that point I will be going back to United.
Dan111
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As a 4 year A list member and companion pass holder I am well qualified to speak on this important matter. This is BULLSHIT!!! Another way for Southwest to take away Rapid Reward benefits from loyal customers who by the way, will go out of their way to fly Southwest and then drive a couple hundred miles to get to a city Southwest doesn't service. CEO Gary Kelly...What are you thinking??? Herb and Colleen would never have approved this!!!!...As you can see by the comments, People are PISSED!!!!!!!!
djschwartz
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Sorry, I just can't buy that "the new Rapid Rewards program is based on what our Customers have been asking us to change over the years". Sounds more like PR B*S*. As an RR member for many years (since you began flying out of BWI), I am definitely NOT one of those customers, and am sadly disappointed by this move.
Anonymous311
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I've been an A-list member 4 years in a row now and fly quiet regularly for business. I still don't see this being positive to me or a majority of your customers. Instead I've started to take my business over to Virgin America, I fly SFO to LAX quiet regulary and on the old program it was great. Now that you're going to be no better then Virgin America's reward program why not get the better experience. The free checkin is great but again with alot of airlines if you book the expensive fare it includes a carry on also. What you're not understanding is people loved southwest cause you guys were truly different and I wouldn't doubt the "no change" fee isn't in talks to be removed either.
Anonymous472
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As a Rapid Rewards member who has had a Companion Pass for at least 6 years, I find the changes irritating to the point where I will stop flying Southwest once all my current reservations are used. Good-bye Southwest. You lost touch with your customer base.
BCA
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Brian - If you haven't already, I would highly recommend reading "Delivering Happiness — A Path To Profits, Passion, and Purpose" from the CEO of Zappos.com. Southwest is clearly missing the point.... it's not about transportation... it's about customer service which when done right...equals customer loyalty. The Rapid Rewards program (in its current state) is what put smiles on your customers faces, which in turn drives loyalty. The proposed program has already done incredible damage to the Southwest name. I would re-check the figures and determine if it’s worth it. Word of mouth, speaking the praises of Southwest is what has allowed your company to prosper when most others failed. If you study human behavior you realize that passionate people are just that… passionate! It can work for you (which it has for Southwest for many years) but can work against you just as easily. Do you really want all the Southwest Rapid Reward loyalist turning against the company? You’d be amazed at how quickly the tide can turn and how difficult (expensive) it can be to try and rebuild consumer trust.
Aaron1
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"Southwest already gives lots of perks that other airlines don't (free bags, free changes, etc..), and as a businessman I see the reasons for the change. Southwest is not making extra money like other airlines are." You realize that Southwest was pretty much the ONLY airline making a profit around 2005-2007, right? And they did it without putting stupid fees on top of their airfares because they had a loyal customer base who, despite the fact that they have NO first class or business class cabin, NO in-flight entertainment, etc., continue to fly them again and again. I fear that making points never expire (see my previous post) will cause a lot of this customer traffic to go elsewhere. "For those that say the program is not simple anymore, it is actually pretty simple: Fly 10 times to a destination and get a free flight to that destination (earn = 12, 10 and 6; redeem 120, 100, 60)." No, it's not. With the new program, if you try to book a last minute trip, you wont' have enough points (unless you ALWAYS book last minute trips on AT or BS fares). This greatly reduces the value of the Award/Points, because you also have to worry about HOW MANY points it will take to get you to your destination. As I said, it would be a hell of a lot simpler to structure the program so that if you fly, say, 4-5 Business Select flights, 6-8 Anytime flights between two destinations, or 8-12 WGA flights, you get enough points for a free flight between those same two destinations (or of a comparable distance). And make Award redemption between two destinations cost a set number of points, not this god-awful system where if the fares are higher one day, it costs you more points. At that point, the award travel is no longer special, and I might as well just be paying in cash. Note that you can still set up the program so that it takes you fewer FLIGHTS to earn enough points to fly between two destinations if you pay a higher fare; that's completely fair. But no other airline I know of charges points/miles equivalent to the actual dollar cost of the fare. Even on United, I can book last minute flights for miles without having to worry about the actual market value of the ticket.
Jason----Chicag
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Dear Southwest, Your new RR program leaves a lot to be desired. Under the old program, I could earn a free flight after 8 round trips. Under the new RR program it will take me 10 round trips to earn 1 free flight from Chicago to San Diego. The new RR program is confusing and complicated. Even your customer service agents were confused/unable to answer some of my questions regarding the program. It looks like the only thing you took into consideration when designing the program was how to increase your profits and screw over loyal SW customers. Sincerely yours, Disappointed customer
GWB1
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A flight scheduled for March 1st would have been #16 and finally earned a free flight, but Southwest has moved the goal with the game in progress. I hear laughter in the Southwest boardroom.
P_Stonish
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I have been a loyal customer for 20 plus years and we fly at least 30 times a year. Southwest I loved you back in the day when your fares were the lowest around. The last few flights I took were on American and Delta because their fares were betterr!!! How is that possible??? Then you added the early check-in fee so now I am certain to never be in that A boarding group without paying a fee. And NOW you are going to mess with the best program around so it will take me longer to get a free flight? You are breaking my heart....where is the Luv????
For_The_People
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Well Southwest it looks like you have made a VERY bad business move. Unfortunately you are losing money before the actual launch date of your NEW Rapi Rewards program. I am so VERY disappointed in this move by Southwest and have already booked 3 of my next 4 flights with United because at least THEY aren't trying to insult my intelligence and I know what I'm getting with their Rewards program. I hate to see my relationship with Southwest end after 9 years of MY loyalty. I believe in "treat others as you wish to be treated". Goodbye Southwest!!!!!
Heather4
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Do you realize that you pretty much just said: "Hey we hear you!...but you're wrong and we are not going to do anything about it." I do not need to "understanding of the benefits of the new program," I do already understand the program. I have read everything you have printed about it. I also understand that you are being dishonest when you say, "We feel that our Customers will ultimately agree that the changes make the program better." You know your long term customers will never find this program to be better. Please stop acting like we do not know how to read. Please stop acting like you are doing this for your customers. Please stop acting as though you are not screwing over thousands of people who remained loyal to you regardless of price, stops, delays. I would feel better about the whole thing if you would just call a skunk a skunk. Come out and say you no longer care about what you once did.
Jenna1
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I too understand that change is inevitable. So, why not make some simple modifications to a program that worked?! I don't know, I'm just tired of thinking about all of this because it really is upsetting to me, a loyal customer, who truly values your airline and your current RR system!! Please consider making some changes that are more aligned with your old system!! The poll from an LA Times article says that 82% of customers do not like the new changes, with only 13% saying they liked it better and another 5% not caring. So, SW..you say this is what your customers wanted?!!! Please reconsider!
Anonymous107
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Southwest has distinguished itself over the years as THE one customer-friendly airline in the market today -- and that is what has driven its success. Its market share reflects the fact that consumers like a company that rewards them for loyalty, treats them with respect, and is straightforward and transparent. Southwest's recent decision to market the weakening of the Rapid Rewards program as anything other than a weakening of the program is disappointing. The airline ought not disrespect its loyal customers by intentionally trying to deceive them into thinking these changes will somehow benefit them. This is clearly a way to pad the bottom line of the company balance sheet. Changing Rapid Rewards in this way is bad; misconstruing it as a positive is much worse. Southwest should honor its LUVing customers and do the bare minimum required in any respectful relationship: tell the honest truth.
Ron3
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Reposting my comment from Cranky Flier (with minor edits). I agree the whole points and multipliers thing is confusing. Here’s another way to look at it. For wanna get away fares, you earn 6 reward cents per fare dollar you pay. For anytime fares you earn 10 reward cents per fare dollar, and business select gets you 12 reward cents per dollar. You can redeem your reward dollars for anytime fare at a 1:1 ratio. When redeeming your reward dollars for a wanna get away fare you get a 40% discount off the already discounted fare, whereas buying a business select fare with reward dollars extracts a 20% premium above and beyond the higher fare. Now doesn’t this sound a lot simpler than the points and multipliers system? The two are mathematically equivalent. Just framing the issue in terms of dollars and cents instead of earning and redemption points makes the whole thing much easier to understand, and that's because people are already familiar with the concepts of getting a rebate of 6 or 10 or 12 cents per dollar, and of percentage discounts and premiums. Additionally, the way I presented it sets the anytime fare as the basic unit of calculation, emphasizing the discount of wanna get away and the premium of business select. Of course, my way of looking at things doesn’t change the fact that many people are losing value under the new system and are therefore unhappy. Nor the fact that wanna get away fares disappear 7 days before a flight, making last-minute redemptions expensive and taking away one good way for the airline to dispose of unsold inventory. But it does make the new system a bit clearer, and I think Southwest would be wise to start calling their points cents, because that's what they are.
Anonymous2588
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Question: Since the new RR takes effect on March 1st, does it mean that we still earn a RR credit for each one-way flight before March 1st? What about tickets that are bought before March 1st for flights after that date, do we earn a RR credit, or points? Also on your simulator, the points required for a reward ticket (shown on the map), are they for a one-way or RT ticket? And will they always be as shown on the maps or will you change them, so we will never know with certainty how many points we need for a reward ticket.? Definitely way more complicated than it needs to be. I guess your consultants thought they needed to earn that $100 million you shelled out to redesign RR.
Anonymous2588
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I just priced a RT ticket Houston-Baltimore (not a short-hauled). It was $255.30. Using the "new & improved" RR, I'll earn 255.3 X 6 = 1531.8 points. To get a reward ticket for the same trip, I need 18,240 points (using the new RR simulator and assuming this is for a RT award ticket). 18,240 points would take me 12 RT tickets instead of the 8 under the current RR program. NOT good for me. I don't hardly ever check bags, so Bags Fly Free does not benefit me. On Continental, I only have to fly 10 RT to get 24,700 miles 300 short of a RT ticket to anywhere in the Continental US. If I am willing to take a connecting flight, I even get rewarded with additional miles, so it will really only take 10 RT for a free flight on Continental. I will be canceling my RR VISA and will apply for a Continental Plus VISA. Many posters are correct in saying we're unhappy about the changes, and mad about SW thinking we're stupid to believe their PR that the new RR is better for us. No way to treat your customers, SW.
Jack_J
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Southwest has simply reiterated steps that other airlines have taken, which is to reduce the benefits offered to frequent fliers. I suppose, on one hand, this is to be expected. After 9/11, airlines have suffered and are working on very small margins. Southwest can't be expected to function without profit. On the other hand, I would have preferred that Southwest simply admit this, say to customers, "Look, our RR program is just too generous for us to sustain. We're making changes that will still offer some perks but not as generous as before." The new program really is unnecessarily over-complex and insulting for its double-speak. It will definitely (100% certain) mean that I won't fly Southwest as often as I have.
Monique1
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Like so many on this blog, I have been a loyal and long time weekly Southwest flyer for both business and personal travel. I have also always insisted my staff fly Southwest and I encourage everyone I know to fly them. I am also an owner of stock, and participate in all of the partner programs including the credit card. Even as prices increased, the rapid rewards program kept me loyal. And like so many on here, I have no incentive to continue my loyalty to Southwest and will now just shop around on price and schedule. I will cancel my credit card for one that has a lower interest rate and a more flexible rewards program (there are many out there) and dump my stock. This is the single biggest mistake you have made - your rapid rewards program is what differentiated you ... it was easy to use, easy to understand and flexible. Thinking this program will incent more business travelers to pay higher fares is a falacy - companies are also looking for bargain fares. I would have rather seen you continue to inch up your overall prices. You may as well charge for bags too and stop giving away free snacks because you are now simply like every othe airline out there. I can't imagine you got input from your most loyal of customers and frequent of flyers ... do the right thing and do a proper analysis with those of us who have truly helped make your airline number one. Launching this program will result in you losing our business for good. Like the others, it has been a great ride and for that I thank you. Good luck Monique
Anonymous1520
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I like it....listen people for those that fly between dallas and houston its gonna hurt but they have expanded the options.... the credit system did not work with international flight on partners and wouldnt make sense with airtran coming aboard... the points system only made sense to airtran using international flts because you only 2 maybe 3 gateways.. ATL BWI and sometimes MCO...southwest is starting to fall behind in cost margin due their commitment to give you free baggage and free changes so they have to make money somehow otherwise they will be no southwest in 10 years.... 2 extra roundtrip tickets is a pretty good trade off for no expiration dates....southwest knows they cannot make everyone happy but if you take some time look over the pros and cons... for those who fly all over the place on southwest its great but like I said the frequent flyer between DAL and HOU might not be happy but once southwest flys to hawaii or aruba or bahamas and you have enought points then for that trip of a life time maybe it will be worth it or maybe you just may find another policy to complain about....
jeff-beck
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When companies are successful, they begin to become arrogant. My bet is that Southwest thinks that they're now monolithic enough that the loss of a few of us frequent flyers won't hurt them. The fanfare associated with the "new" Rapid Rewards program falls into the category of, "Telling someone to go to hell and making them feel happy they're on their way." Just the very nature of the announcement should make any experienced business person suspicious! I'm sure that I'm not the most frequent of frequent flyers but I'm A-Listed and have a Companion Pass so I fly Southwest enough that I would think they would be concerned with the loss of business like mine. They've already discounted the fact that they're going to lose a few frequent flyers and are willing to take the hit. Anything they say to the contrary is untrue. Who in the world were they listening to when they made these changes? Why would you take the most simple, attractive frequent flyer program in the industry and revamp it so that it has a complexity that rivals that of the bozos at the "hub and spoke" carriers? I've never heard an A-Listed person say that they've ever been proactively contacted by Southwest for their opinion on anything. I suspect that is because Southwest only gives lip service to caring about their most loyal customers. Jeffery L Beck, EVP, Lumsden Corp.
Meghan4
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I hate the new program. Hate it. I was 100% loyal to Southwest for years and never flew any other airline BECAUSE the Southwest reward program was so brain-dead simple. It wasn't fancy, but it also wasn't complicated. I fly for business all the time, but only within my home state (California). I'm a frequent "short hops" traveler & loved the value I got at Southwest. I loved your "not just a typical airline" attitude! You played the game differently--you made things easier and more fun for your customers. But you just ruined that, in one fell swoop, with your new program. I can't make heads or tails of it. Now you're just like Delta, United, etc.. & their confusing rewards programs that don't reward loyalty, just total dollars spent. Under your old program, I was quickly rewarded for my loyalty to you. Under your new program, I'm screwed. Thanks a lot. No one ever asked ME how I might change your rewards program--but if they had, I never woudl have suggested what you came up with. I'm officially no longer loyal to you.
Anonymous2588
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Don't count your international trips before they're hatched! The new RR program is purely intended to pad SW bottom line. Do you think they are going to make it so easy (or reasonably affordable) to get a reward ticket for those flights? Dream on. Once SW lose their long-time loyal customers, they will need to charge the people who are defending this worse RR program even more to stay profitable. All I can say is the other airlines must be rubbing their hands with glee.
Anonymous2588
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Just curious as to the change that will be coming for the credit I used to get for using my RR VISA. I am sure SW receives money from all the people using their VISA for all kinds of purchases. If those people, like me, drops the RR VISA, how much revenues will be lost?
ireallyhatethis
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Dear SWA RR guru: I asked the questions below yesterday and have yet to receive an answer. Is everyone too busy to respond? Or, is just that difficult to understand this new program? Or, did no one think to address this when preparing the new program? Clock's ticking. "I have a few active Rapid Reward tickets that I intended to let lapse and then reissue for $50 within two years of their expiration date. Under the old system, a RR ticket that expired on June 30, 2011 could be reactivated a day before June 30, 2013 for $50 and it would then be good through June 29, 2014. What is the plan for existing RR tickets' expiration and reissue? Does it stay the same or is there a change? I haven't seen any explanation on this subject. Is there one published somewhere?"
lmoffat
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Sorry you didn't get your answer! Just like the current program, Standard Awards will still be able to be reissued after March 1 for one year for $50. So, the scenario you provided will still apply in the new program. Hope that helps!
Anonymous2973
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Don't like it.! Earned a companion pass last year so you know I fly alot!...looks like United...wow it's been awhile....Will need to dust off that United card.
Anonymous2588
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Actually the other airlines frequent flyer programs are much simpler. You accumulate miles by miles flown, not by points for dollars spent , points that differ in 3 categories. Then when you want to redeem them, they show you what's available at 25,000 miles, or higher so on, and you can make your decision. It's not the convoluted options in SW new RR program. I see that Brian Lusk is not responding anymore with his deceptions.
Jay_in_AZ
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What idiots did you hire from Delta or American to convince you the best option is to screw your customers? I've been a RR member since 97 and never fly anybody else. I will now though. Probably some MBA looked at the amount you could earn if you did not reward your customers as well. You'll lose 100 times this if you don't change it back. The demise of a great American story has begun. Jay in AZ.
Anonymous4575
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Has Southwest received enough customer feedback yet to give an honest answer as to why they are changing their frequent flyer program? Apparently not!
AudioGuy
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Face it people, the only reason Southwest is instituting this change is money. The bean counters have figured out that the number of loyal passengers upset (and lost revenue) by this change will be offset by the amount of money saved by issuing less RR tickets. Follow the money.... Regardless of what corporate management says, it's not about making things simpler, more efficient, easier to get a free ticket etc. etc.. It is ALL about making a bit more profit before needing to issue a free ticket to a RR member. Southwest just lost one of the key differentiators between them and every other airline out there. I'm booking tickets from Nashville to Orange County online right now as I write this. I'm using the last 1/2 of a RR ticket on the outbound flight, and booking a paid flight on another airline for the return flight. They've lost another customer here; back to American and United for me..... Oh, I also now need to sell my stock in SWA, as the key reason I bought the 500 shares was because Southwest was different in the market - the reason they are so profitable. That is no longer the case as they are now just like every other airline, except that on American, United, Delta et al I can choose my own seat... Look for SWA's profitability to decline, and this will be the defining moment in the start of that decline. Sell, sell, sell !!
Anonymous380
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After 20+ loyal years and the most recent years as an A List member and a Companion Pass card holder, I'm done. You have created a program that penalizes the frequent short hop flyer. I've always gone out of my way to fly SWA, but next week I'm trying Alaska and then the week after Virgin America. Thanks fro 20 years, but its time to say good-bye.
Anonymous1857
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I'm a RR member who belongs to the A-List. I've flown SW, hundreds of times and have flown roundtrip flights, most weeks for the last 4 years. I've been told a couple of times by agents when I call, that my account is one of the largest they've ever seen. I think I'm a big customer. No one has ever asked me for feedback! If you're not polling A-List customers, who are you polling?
Andrew_W_
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You are ruining the best frequent flier program by adding layers of complication to a simple formula; Southwest's general advantage. Please re-consider.
Karan
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Your earlier rewards program gave me an incentive to always from southwest from san jose to LAX even though there were cheaper united flights now price will be the only criteria in my decision of which airline to fly i want to be able to opt to keep the old rewards program
Bob_Bixby
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Looks to me that your new rewards program will screw up a whole lot of folks who loved SW because they could get a free flight after 16 round trips on the old program. AND such a change on 3/1/11 will make you just like all of the other airlines. You will eventually will kill a lot of loyal customers! All in the effort of rewards? HaHaHaHa! You got to be joking! Sign me up as a dissapointed former SW customer!
Lanny
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I am surprised at how angry so many people are. I realized right away that it would be a negative for people who pay for low cost flights and then take a more expensive one with their rewards. Here's how I see it as a positive for me: 1) Five round trips at the same general cost level will let me get a free at the same level. Now it takes 8. 2) No expiration. 3) If I have to make a last minute flight, I will get a lot more points to use in the future. My only suggestion would be to let us convert the old credits to the new program at 1200/ with no expiration instead of making us deal with two plans at the same time.
choko
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Dear Southwest, You've failed. Sincerely, Susan
Mr_Putz
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I have flown Southwest about once to twice a month from Burbank to San Jose because of their EXCELLENT Rapid Rewards program. Now, although I would typically be considered a frequent flyer, under the new program, I am not. I will now drive myself to LAX where I have TONS of options with United, American, and even Alaska Air NOW! This new rapid rewards program STINKS and is only benefiting the Big Spenders--who, by the way, probably don't book their own airline tickets, and, the people who do book their tickets for them (corporate travel agencies) don't even care about their clients' frequent flyer accrual!!! I highly suggest you reconsider this--or your profitability will be negatively affected SOON!
Anonymous120
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Hi, I'm a southwest customer, and I agree with those who don't agree with the new changes. I travel to San Francisco, Las Vegas, Arizona and Seattle all the time, and I work for a major clothing company. Because of these constant business it allows me to earn free flights that I can use for leisure or business. This is one of the only reasons I prefer southwest over other airlines! I've read several posts and I agree with some about the research and the customers who agreed to this research..wher are they? who are they? I think all of us who are registered frequent flyers should be surveyed and you'll get the real perspective. I hope you really conisder and not change your program. Otherwise, I'll have to choose JetBlue or other airlines....
Mike_Johnson
Not applicable
I love all the comments like, "I am going to sell all my stock." "I will never fly with them again." "I will have to dust off my United card." Seriously? Most of the complaints seem to be those who spend 600-1000 for 8 tickets and then want a 400 ticket for free. It was good while it lasted, but really your going to run off ina a huff? Please do then there will be less of your type to sit next too on the plane. True the new program was great, but clearly they cannot keep giving away based on short flyers. If they raised the short flight prices to compensate and kept the program you would complain about that too. Get a Chase Visa Card charge everything and then get your tickets easy as that. I fly shorter routes so less points to be used. I like the new program
Robin7
Not applicable
I won't bother repeating the countless problems already mentioned... I have been a RR member for so many years I have lost count. I have earned numerous companion passes and am an A-list customer. Yes, it is important to grow and change, but a company should never lose sight of its core values. Southwest's core values have always been service, simplicity and value. One has to wonder why a company wants to pursue the same market segment (business travelers) as its competitors who are perpetually loosing money. Seems strange to me. Especially when that segment is decreasing as technology advances and eliminates the need for business travel (ie; webex, gotomeetings.com). Now, throw into the mix a younger generation of business people who are more comfortable with technology and less dependent on "face to face". Top it off with a new economy, based on budget consciousness and streamlined operations for businesses. This seems like a dangerous course of action for SWA. That said, I was looking at flights from Phx to New Orleans yesterday and, after checking out SWA I did something I NEVER would have done before the change to RR2.0 - I went to Expedia and checked out other airlines fares and, guess what, they were the same price or cheaper with more nonstop options. I used to book on SWA automatically to get my credits for the free flight, but I don't think that will be a consideration moving forward with the new system. Never step on the back of the people who got you where you are today.