01-04-2023
08:31 PM
I understand SWA Customer Service reps are stressed. However, I waited 1 hr 54 minutes to talk to someone to get my 25,000 miles after our 14 year old granddaughter was unable to visit us for Christmas. I had an old rewards account (over 10 years) with an old address, old email and old phone number which I could not remember so I made a new account. I explained this and wanted to make sure I received my miles and check on my refund. The rep I spoke to was helpful up to the point he said re my new account “all you had to do was call us to get your old account.” REALLY? I said I was on the phone 2 hours to speak now and spend 8 hrs 15 minutes, 52 phone calls (many busy, dropped calls) and stood in line at the airport over an hour - then he hung up. I would have completed the statement “stood in the line over one hour then realized there was 4 hours or more ahead of me at 10 PM!!” And he had the “guts”(cleaned up) to say “all you had to do was call us”?!?!?! And then hung up. I wasn’t mad till the hang up.
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