Well had my first experience with the new rewards program today and I must say it wasn't a pleasant. I tried to use my "old award" for a flight and was told it was not available. I said this upgrade it to an "Freedom Award" and was told we don't have those anymore. Freedom Awards when away with the new system. I was then told that I was sent an email to upgrade all my awards to "Freedom Awards" and that I must not have read the email. I'm very disappointed in SWA as you have always worked with the customer but today I was told that the system wouldn't let me request a Freedom Award and I should have made these chances before March 1st. This is very disappointing that a new program or system keep you from doing what is right for a very frequent SWA flyer. Very disappointing to know that I fly over 100 segments a year and your program/system prevents me to take advantage of an award that I earned prior to March 1, 2011.
... View more