Fred,
I have a suggestion for proactive customer service. If you book a trip with a LUV voucher that's expiring soon, and use some of your own money as well, the new money gets the old expiration date, meaning that if you cancel the trip, you can't re-apply the money you paid to another trip past the original voucher's expiration.
This is Southwest's policy, and the road warriors on this blog may know it well, but it's not made clear when a newer customer to Southwest is trying to use a LUV voucher. I ran into this where I booked a trip one month ago partly with a voucher and then some additional money, and the voucher expires today. When I cancelled the trip, I discovered not only did the voucher money expire today (not a surprise), but that the new money did as well.
This is a good opportunity for proactive customer service: why not have a box on the booking screen that says "Please note: the $70 you are putting on this from your credit card will be subject to the same expiration date as your LUV voucher of 2/28/08. That means if you cancel this trip, you will only have until 2/28/08 to use the money." Or something like that.
If you do this, you can prepare customers for this surprising behavior and prevent a lot of customers being angry at Southwest when they find out their payment is expiring in only a month. (Or, better yet, fix the system so this doesn't happen, but if you do want to keep the policy, please proactively ensure that people know about the policy.)
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