04-05-2018
10:13 PM
04-05-2018
10:13 PM
@DancingDavidE Customer care refused to reinstate my points even after I proved to them they did not give me credit for one of my qulifing car rentals. thier response was the rental was more than six months ago and they would not honor the qualifying purchase but in stead would give me miesly 600 point credit in good faith so they can keep my 54,300 points.
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04-05-2018
10:06 PM
@chgoflyer I know this is an old post but here is my 2 cents... I don't think working with customer care will help either... I also lost my points, and I also proved I had qualifiing activity within 24 months they never gave me credit for, and they still would not reinstate my points...
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@Pabloblanco Just to reinforce your situation here is aonther example, I also lost my points and proved to southwest that they did not give me credit for a qualifying car rental that would have kept my points in good standing and they still would not reinstate my points. I feel your Pain... I am leaning twards any other airline at tis point. Hope you get some resolve.
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Another frustrating update from Southwest... I logged in this morning to check on my account to find that southwest gave me credit for my missing rental car points how ever they made it so that it only counts as new points and there for can not reinstate my points. I got this genaric email fro southwest " Dear Jacob, Thank you for taking the time to contact us regarding your Rapid Rewards points from one of our Partners, National. We contacted National on your behalf, and they are unable to issue points to your account based on the information you provided. Please note that any National rentals that were completed more than six months ago are not eligible for points. That said, please know that nobody likes to lean in the Customer’s favor more than Southwest Airlines. Although the points were not processed, as a gesture of goodwill and onetime exception, we have deposited 600 points in your Rapid Rewards account for your rental. This will show as a “Points Adjustment” in your account online, and will not be accompanied by the specific car rental information. We truly value your patronage as a Member, and we look forward to welcoming you onboard another flight soon! Sincerely," What's really frustrating is that I proved to southwest that they mistakenly expired my points and they still will not reinstate my points. grrrrrrrr I am so frustrated with southwest I can't even type. More to come...
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03-29-2018
05:38 PM
03-29-2018
05:38 PM
@chgoflyer, Well Said Sir! I also feel that the genreal impression is that southwest is supposed to care about is customers and thier loyalty by offering "Non expiring" points. Thats why we all try rack them up. And, if Southwest really valued its loyal customers why expire them at all. I mean if the customer rarely uses their points and continues to pay full airfare for their travel the costs to soutwest is nothing. And, if Soutwest wipes out thier customers points then all they really created is an upset customer who will then fly with a different airline and they will actually loose future sales. There is no costs savings in expiring points it is simply a short term trade off that turns into a more expensive loss of real revenue. Lets consider that southwest never expires thier points and every once in a while a customer uses them for a trip (which can be looked at as a loss to southwest). However, The natural result is that the custer is then going to happy, and continue flying southwest to get their point value back up resulting in real revenue than the points that were consumed. Regarding customer care: What I find funny is that @LindseyD stated "Southwest errors on the side of thier customer's" but in all of these cases there isn't a single one that is in the favor of a customer they are entirely in Southwest's favor. I have not heard of a sigle story where Southwest accidentally or purposely made an error that resulted in adding points to an account, nor that expiring a customers account benifitted the customer.
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03-29-2018
05:02 PM
03-29-2018
05:02 PM
Small update on my story... I found out some more information in researching my purchse history with Southwest. Appaerntly I also haven't been getting credit for any of my rental car purchses made through rapid rewards. One of which, fortunately, is within the time limits that would have extended the expireation date of my rewards points by 6 months. I am still awaiting to see if Southwest will reinstate all of my points... Please if you are reading this make sure you check oon your rental car purchases and make sure you are getting credit for them. In My case I rented with National and they simply never reported my rental back to Rapid rewards. More to come!
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03-26-2018
06:31 PM
03-26-2018
06:31 PM
@Gladesgirl, Good luck with talking to customer care they have been unwilling to help or resolve infact they told me there is no way for them to reinstate the Points. Once they are expired they are expired. If you get any respose from them that helps you please let the rest uof us know what you did because I think we would all love to have our points back!
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03-26-2018
01:58 PM
03-26-2018
01:58 PM
Thats not true at all Lindsey, I flew 16 months prior to the cancelation. I don't recall being notified fo the Expiration. besides what does it matter when a "Loyal customer" uses ther rewards points. Either Southwest honors thier customers loyalty or they don't. In my case one day makes the difference? There's no way for customers to plead thier case ro explain thier situation? It is Simply a corprate approach to shorting there "Loyal" customers of their reward points.
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Yet again another story about a long term loyal customer's points expired by southwest. I have been a rapid rewards memeber and A lister for over ten years and never had my points taken from me until now. Granted I haven't had the need to fly lately but none the less My points have been expired and my family vacation now canceled. I was lterally getting ready to check out with My Airfair when I reallized that My pooints were at "0" (down from over 50K). I immiediatly called Customer Service to dicuss my missing points and found out that my points were expired the day before. They told me I should call thier "Customer Care" dept to discuss my situation. After pleading My case they told me there is nothing they could nor would do to help. I was also told there was no further ability to escalate to nor any other person I could talk to. Hense why I am creating this discussion and Hope that I can prevent this from happening to any other soutwest customers. If you are reading this Please make sure you monitor points and use them otherwise Soutwest will take them away even though they say they don't. As far as I am concerned there is no reason to expire rewards points unless soutwest doesn't want to honor them in the first place. Might have to give my Loyalty to another Airline that actually cares about my Loyalty and doesn't look at my points as a Liability. Very Frustrated and Disappointed With Southwest...
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Same thing Happened to me... 54,300 Point vanished. I spoke with the "Customer Care" department only to be told there is nothing they are going to do about it and that there is no further escalation nor person I could talk to. I was planning a huge Trip for my family literally the day after my points "expired" and I have to now cancel the entire trip... I am so disappointed in Southwest. I have been a Rapid Rewards memeber and Loyal Southwest customer for over 10 years... I am feeling about that same as you at this point and I am considering fling exclusivly with any another airline as my faith in Southwest has been Rocked. Southwest obviously does not care about its long term customers. and looks at its rapids rewards member points as a Liability instead of Loyalty. Thanks Whole Lot Southwest... We really appriciate it
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