I called this morning and for the first time, I was provided with a call-back option. Luckily, the agent that called me was able to contact their Help Desk and resolve the issue. The extra points deducted in error were refunded back to my account. All's well that ends well!
... View more
07-07-2021
08:35 AM
07-07-2021
08:35 AM
Unfortunately, both Facebook and Twitter messaging isn't very helpful of late. There is just an auto-reply with a standardized message. I will call in again and see if a real person can help. I don't mind posting their response.
... View more
07-06-2021
09:09 PM
07-06-2021
09:09 PM
I made two bookings on July 17th. The first itinerary did not get ticketed. I know this because no confirmation email was received, no PNR was visible on the website, edit/view would not work, etc. However, points were deducted from my account for both bookings. 9388 points for BWI-MDW, not ticketed 4986 points for ORD-DAL, ticketed and PNR assigned I called customer service on July 21st (despite a 2 hour hold time) and an agent was able to get the first itinerary ticketed. However, an additional 4986 points were deducted from my account . This seems to be a glitch/bug because the points required for the BWI-MDW itinerary were 9388 and these points were already deducted on June 17th. There are only two bookings but three point deductions (screenshot at the bottom). I called back on June 23rd and was told to submit a ticket via the website, which I did. On June 28th I received an email saying that my case was forwarded to Customer Relations for further review. I tried to call today but despite the announcement of a 4 minute wait, it was 45 minutes when I hung up as I had other things to take care of. 1) Anyone else have a similar issue with points being deducted in error? 2) What's the typical turnaround time for resolution after we submit a ticket? 3) Is Customer Relations the department that handles all issues, even for Rapid Rewards?
... View more