Still no Free Drink Coupons

[Jsmetanko]

Back in August 2018 I contacted the Rapid rewards customer service via the 1-800 number. I let them know that the free drink coupons that i used to get in the previous years had stopped being mailed to me back in 2017.  After discussing the issue with the customer service rep. then waiting oh hold for 30 minutes the resolution was "yes our mistake we are not sure why but SWA did stop mailing the coupons" to me and that they would immediately send out 4 coupons for 2017 and then I would get 4 more coupons before the end of 2018. I was extremely satisfied with the resolution.

Well now it's the end of 2018 and i still have not received any drink coupons.

Very disappointing.

[dfwskier]

Hello.

Drink coupons are normally mailed out automatically after you complete 10 paid flights. You should insure that your RR account is set up for you to receive coupons. Do that by

1) Logging on to your RR account

2) Then clicking on "my account"

3) Then moving down the left sie of the page to "my preferences"

4) Within "my preferences" click on "travel"

5) Within travel, make sure you are set up to receive drink coupons

I'm not sure how a rep could tell you that you would receive more coupons before the end of 2018 because, unless you had already completed 10 fights since the last date that coupons should have been mailed, then you might not get to the 10 flight threshold before the end of the year.

In the mean time, your best bet is to contact customer service again.

[DancingDavidE]

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@dfwskier wrote:

Drink coupons are normally mailed out automatically after you complete 10 paid flights. You should insure that your RR account is set up for you to receive coupons. Do that by

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To clarify, although I can't find this stated anywhere online, it is 10 paid flights in a calendar year, which may reset on January 1st.

There used to also be a pack of coupons sent by Chase to Rapid Reward card members, they don't send these anymore. 

In the mean time, your best bet is to contact customer service again.

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If you had ten flights in a calendar year and were entitled to receive coupons, keep calling until you get them.

@Twitter may also look into it, contact the airline @SouthwestAir but don't include any identifying information until they request a direct message.

[Jsmetanko]

I had over 20 flights in 2017 and 17 flights in 2018. So I’m sure I meet their requirements. 

The he thing is that they shouldn’t advertise free drink coupons if they never give them out. Even after you spend an hour on the phone with customer service and was told “I’m personally going to take care of this so bear with me until I get it all straightened out”

[dfwskier]

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@Jsmetanko wrote:

I had over 20 flights in 2017 and 17 flights in 2018. So I’m sure I meet their requirements. 

The he thing is that they shouldn’t advertise free drink coupons if they never give them out. Even after you spend an hour on the phone with customer service and was told “I’m personally going to take care of this so bear with me until I get it all straightened out”

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Merry Christmas.

I think most people do receive their coupons automatically. I'd guess that's over 99%. There would be lots of complaints here if there was not the case. There are a few, but not a lot.

Why are you not receiving them. I don't know.

Why did a Southwest employee promise to send them, and then fail to do so. I don't know, but that is disappointing.

I'd suggest you you send something to customer service in wirting. It could be something as simple as

" I flew 20 flights in 2017 and 17 in 2018 and have not received any drink coupons. I contacted customer serivce by phone (on date if you have it), and was promised that you would send my coupons. That did not happen. I am disappointed. Please explain what happened. Please fix the problem, and please send my dink coupons.

P.S. it REALLY irritates me that I have to follow up repeatedly to fix this problem, and it makes me wonder whether or not you care about the concerns of your customers."

[Jsmetanko]

hello,

I was recently on a Southwest flight and the person sitting next to me paid for drinks using Southwest drink coupons. I asked how he got them and he said he received them in the mail. Of course it reminded me immediately of this almost 2 year old post. 

I wanted to update. 

I first obtained A-a list status in January 2016 and have obtained A-List in 2017,18,19 and now 2020. 

Still have never received any drink coupons from Southwest 

If u read all of this post u will see the solutions I was provided. I contacted customer service via email and phone calls. I invested many hours in Emails and Phone calls over a 3 day period. 

Results were that the problem was fixed and I would receive drink coupons in 4-6 weeks

Great except it’s 2 years later and I still have never received any drink coupons. 

Of course SW will probably say I never followed up. They would be right. But I thought after receiving email and verbal guarantee that the issue is fixed. Which obviously is still not the case. Investing more time than it took me to write this post would be stupid and accomplish nothing. 

However I and my company continue to be loyal to SW due to the low cost and ease of travel. Not the  customer service I received on this issue

[dfwskier]

If you have been repeatedly assured that the problem "is" fixed, and then nothing happens,

then maybe it's time to escalate the situation.

I'd send the CEO a letter. He likely won't respond, but he'll refer to someone far up the food chain who will, and I suspect the problem really will be fixed. Besides that, the uppper ups need to know that, at least in your case, customer service is not doing it's job.

Gary Kelly

CEO

Southwest Airlines
P.O. Box 36647 
Dallas, Texas 75235

[chgoflyer]

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@Jsmetanko wrote:

hello,

I was recently on a Southwest flight and the person sitting next to me paid for drinks using Southwest drink coupons. I asked how he got them and he said he received them in the mail. Of course it reminded me immediately of this almost 2 year old post. 

I wanted to update. 

I first obtained A-a list status in January 2016 and have obtained A-List in 2017,18,19 and now 2020. 

Still have never received any drink coupons from Southwest 

If u read all of this post u will see the solutions I was provided. I contacted customer service via email and phone calls. I invested many hours in Emails and Phone calls over a 3 day period. 

Results were that the problem was fixed and I would receive drink coupons in 4-6 weeks

Great except it’s 2 years later and I still have never received any drink coupons. 

Of course SW will probably say I never followed up. They would be right. But I thought after receiving email and verbal guarantee that the issue is fixed. Which obviously is still not the case. Investing more time than it took me to write this post would be stupid and accomplish nothing. 

However I and my company continue to be loyal to SW due to the low cost and ease of travel. Not the  customer service I received on this issue

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You mention speaking to Customer Service, did you try calling the A-List number? I suspect they'll be able to better help you. Alternately, I'd suggest you reach out to Customer Relations -- they are greatly empowered to get to the bottom of the issue and reach a resolution. You can reach them via the number below, or via Twitter.

Customer Relations 1-855-234-4654

[chgoflyer]

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@DancingDavidE wrote:

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@dfwskier wrote:

Drink coupons are normally mailed out automatically after you complete 10 paid flights. You should insure that your RR account is set up for you to receive coupons. Do that by

---

To clarify, although I can't find this stated anywhere online, it is 10 paid flights in a calendar year, which may reset on January 1st.

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This is incorrect.

The 10 flights do not have to be in a single calendar year.