Chris I think this problem runs far deeper than what you are communicating. I surely hope this is not because your IT folks do no understand how bad things are. I spent more time on the phone than in the air by a factor of 2, trying to fly from OAK to SLC to visit UofU with our high school senior. Neither the online system or call center staff can see the relationship between flights and fliers using a confirmation number as of Saturday evening. Call center agents have to get credit card payments to associate flights with confirmation numbers and passengers. I understand you cannot back out of this change because of the new rewards program. I don't completely buy that your call center blockage was carrier problems, it appeared to be intermittent and consistent with capacity issues. I'll be looking for an announcement to customers when corrections are in place. Until then, SWA will have to be the last choice, unless the other airlines find a way impact customers and customer service operations more than you have.
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