Apparently the only people at SWA that can do anything about the 25,000 RR points not being issued to some customers work in the social media department. Like many others I sent requests through the customer service email links, received responses that it was getting escalated, called twice and was still just told it was being escalated. After 6 weeks of getting nowhere, I sent a DM on Facebook. Within 12 hours the RR points were credited to my account.
Why is that the only way that works??? Dang if I know, but it works.
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02-09-2023
09:10 PM
02-09-2023
09:10 PM
The COO’s testimony today was clear that all refunds had been processed. He is either unaware of what is actually happening, or he perjured himself.
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02-09-2023
08:22 AM
02-09-2023
08:22 AM
I submitted my reimbursement request on December 30th and I am still waiting for a full response. I have called twice, and my Case is being elevated to the highest imperial most exalted level of importance.
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02-07-2023
10:32 PM
02-07-2023
10:32 PM
My only other suggestion is to call (hold time yesterday was less than 10 minutes). However, you are not likely to get a response that way either. I called on January 20th and told my case was being “elevated”, and that I would receive a call within 5 to 7 business days. Having still not received a response, I called again yesterday. Again I was told my case was being elevated, but this time I was not given a timeframe. Included in the case is my dispute with the amount of reimbursement for my out of pocket expenses.
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01-21-2023
10:04 AM
01-21-2023
10:04 AM
I received a response for a fraction of my reimbursement claim after 2 weeks, with no explanation as to why.
Having still not heard anything regarding Gesture of Goodwill credits, I submitted a second question/comment regarding the 25000 Rapid Rewards credits promised by Bob Jordan. One week after that submittal I received what looked like an automated reply stating that my reimbursement claim had already been responded to, but did not address Gesture of Goodwill.
After going through the online process for 3 weeks with very little progress, I bit the bullet and called. Wait time was about 45 minutes and it then took an hour with the customer service representative to create a new Case Number. I was told to expect a response in 5 to 7 working days. I was also given the option between email or phone communication. In the process I was also provided $250 LUV Vouchers for everyone in my party.
The customer service representative was very kind and professional. While I am not overly pleased with the Southwest holiday meltdown, it is certainly not the fault of rank and file employees.
if you made it to the end of this, my recommendation is to deal with the long hold time, as the online system does not seem to be working.
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