Southwest Airlines Community

I would not just blow this off as a hacker that got into your account via a poor password on your behalf. I too had my points taken and they used my attached credit card to book a flight. I have a very complex password and pay attention to securing my devices. When I called they put my points back into my account and the SW credit card refunded my money. At that point I thought it was all done. At that point I let things go. On Saturday I made a decision to get a last minute flight based on using my points. When i went to book the flight they told me my account was on hold. This was almost 60 days past the initial incident. The customer service rep (Ashley) hung up on me when i asked to speak with a manager or at least put in case notes. In the end i was forced to pay the most ive ever paid for a plane ticket instead of using my points. I am  not convinced that this was a directed hack on just my account. I believe that it was done either internally or on Southwest's system. At this time I am going to be demanding that they make this right since i am the victim. I am also going to request a complete copy of the investigation. Since my credit card was used this is also more than just points. They have the name of the person who booked the flight and whose information was put into my account. If they fail to cooperate I will be reaching out to the attorney generals office. ... View more

It can't hurt to try another method like email or Twitter. They are sometimes different teams and can help in different ways too. ... View more

I am going through a similar situation. Did yours get resolved? ... View more