When I had a job change I stopped travelling for a while to start a family. I was surprised to see that my rewards points were at 0 the other day when I went on to book a flight with my trusted travel partner.
After calling Customer Relations I wasn't given a day/time confirmation of when I was informed I would lose my points. If I had been notified of this I would have purchased points to retain my expiring points. I have always had a good experience with Southwest, the gate agents, and clients I speak to on the phone, until today.
Now that we are starting to travel again I would like to continue to use Southwest; however, this has soured my past experiences.
How can we remedy this issue? The answer of "my team won't make an exception in this case" leads me to believe that there are more valued customers out there that an exception has been made. This is unacceptable for a company that has a reputation for treating all customers equally.
Very disappointed.
