This is so frustrating. I believe the unused travel funds, as stated by policy, are a liability back to the customer and should be recognized as such. In our state, if the traveler fails to use the funds within a prescribed time period, it seems that the funds would have to be escheated to the state treasury. It seems to be very poor customer service for a customer not to be able to track his/her unused funds by his/her rapid rewards account. I am a fan of Southwest Airlines, but find this to be a real weakness in terms of customer service. Not to mention that it is just unfair.
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