03-13-2019
08:12 AM
03-13-2019
08:12 AM
Are the rules set to help their customers? That's what I'm saying. It's easy to keep an account active. Nothing really needed. The rules are not there to help their customers or there would be "a grace period" or warnings other than the "we miss you" buried in a promotional full page email. You can defend their rules all you want but have them take 264,320 miles from you when you really didn't do anything to deserve it after spending tens of thousands of dollars to earn them and save them......then defend their motivations on their rules.
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03-12-2019
05:15 PM
03-12-2019
05:15 PM
That’s activity though. Transaction on the account. And it is revenue to pay extra for early bird. Points producing isn’t anything other than a rule they came up with. Account activity keeps accounts active. Again it’s all about how to lose the debt and not how to keep the customer.
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03-11-2019
04:20 PM
03-11-2019
04:20 PM
Yes sadly. What does it really take in todays digital age to keep an account active. Lets think about that. It's certainly not any big deal to keep it active at all. I did so by booking a flight last year. Also by checking periodically on my account. IT'S REALLY ALL ABOUT HOW TO LOSE THE ACCOUNT AND DEBT. Let's be honest here. What does it really take in the digital age to PREVENT this from happening. Revenue producing activity....Ok they charged me $$ to turn in the miles (their fee). They charged me to $$ upgrade to early bird check in (their fee)......that's revenue correct? But not enough revenue to keep my account active? Again, it's really about how to LOSE the account and thousands in credit owed for 264,230 miles. What other company you deal with on a regular basis would let you just lose thousands of dollars you've paid for without any system in place to ensure that doesn't happen?????
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I'm in the same boat....WAITING YEARS for SW to finally get going to hawaii. Then the same month they do they steal 264,320 points from me. Same month. I checked 4 days after they poofed to see if I could book a flight to Hawaii and noticed the 0 points. Talk about total disbelief. Tens of thousands spent with Southwest for years and holding onto my points for a very good reason. Then without any real notice just the fine print they hide behind.....Poof. Exact same experience with customer service......"sorry nothing I can do" and there is no higher title you can contact other than "supervisor". You mean to tell me every "supervisor" that responds on the phone at customer service doesn't report to someone? Don't you think a real customer service oriented business would maybe let your customers know they are about to lose thousands in credit? Don't you think an upfront and honest company would devise a system of alerts rather than a hidden mention in a marketing/promotional email?
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03-11-2019
02:41 PM
03-11-2019
02:41 PM
Why send an email one month before expiration that says I have 264,230 points and flew two segments in 2018? Why not send an email specifically to alert the customer that that have a significant amount of expiring points? Why hide that little tidbit in fine print and buried in a promotional email? It’s all very shady and really doesn’t help the customer who spent tens of thousands with the company building up significant points now does it? Do you really think they made any effort at all to HELP the customer realize the deadline???
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03-11-2019
01:00 PM
03-11-2019
01:00 PM
I just lost 264,230 points a few days ago. I have tried every possible avenue at SW and all I get "nothing I can do". Keeping your account active....it's not that difficult SW. I understand you have all kinds of rules to help points disappear but to keep an account active???? really. I received an email for my 2018 summary "Thank you from the heart" email which listed my 264,230 points and the fact I traveled 2 segments. That has a footnote 1 which says 1 One-way revenue and/or reward flights. They even charged my Amex (3) times for the flight The problem being the charges were for a points based flight which apparently doesn't count to "Keep your account active" which is a joke. A week later I received another "Rapid Rewards Report" which is filled with advertisements and promotions. There is one section that says "hey we miss you" and "Act now to maintain your account activity" with nothing else but a learn more you can click on....so I did and it took me to the rapid rewards page with a header of "Rapid Rewards Promotions" so I ignored it since I flew twice last year. The issue I have is the deceptiveness. At no time did I feel like my points were in jeopardy. I've traveled 35 years and never had this poor of an experience once I realized what had happened. I'VE PATIENTLY WAITED FOR THEIR HAWAII LEGS to start for years. Always leading us on that they are close.....and the same friggin month they get going to HAWAII they yank points I spend thousands and thousands with them to collect. Customer service has a script...nothing I can do. Well after spending tens of thousands with them to build up points there is no understanding or flexibility when (4) days after the points disappearing I've tried contacting everyone. Don't you think I would have bought points or taken a quick flight to preserve 264,230 points if they'd have at least been kind enough to let me know?
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