10-16-2019
09:40 PM
Been a long time, loyal customer of Southwest Airlines. Love how easy it is to book travel, love the efficient manner in which boarding takes place, love all the friendly staff, and overall experience. That being said, I'm not sure where else to go with my issue. About a week and a half ago, I logged on to book my Thanksgiving travel only to find about 183,000 rapid rewards points had been fraudulently used to redeem something through More Rewards. Upon contacting customer service, I was told that the "situation would be looked into to see if it could be categorized as fraud" by the Business Integrity Team. Two days later I received a noreply email stating the following: "Please know that our Rapid Rewards terms and conditions specifically state, “Southwest Airlines is not responsible for unauthorized access to a Member's Account and will not replace stolen points or awards.” Our records indicate that you received the order in question; for this reason we are unable to make an additional exception at this time." I called back that day (about a week ago now) to follow up and try and reiterate that it could not have possibly been me that received the package as I no longer live in the state in which the package was delivered to. Furthermore, the UPS tracking for the reward package was redirected twice, and picked up at a UPS location, NOT at the address on file. I was told that the inquiry had be closed since the package had been delivered. I then called up UPS with the tracking number and found out the city, date, and time in which the package was picked up, and called Southwest again with information regarding my not possibly being able to pick up the package as I am working in Texas now and the package was delivered to California on a work day where I can prove I definitely wasn't in California. At this point, I'm just met with extreme disappointment in that as a loyal customer of decades who has flown primarily SWA, received the companion pass for multiple consecutive years, and A List on and off, that my claim for points fraud has not been taken seriously, nor has it been addressed properly. What is the purpose of all the loylaty if all it takes is a fraudulent claim to erase years of dedication and trust in your brand?
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