A lot of nice talk--and it used to be true.
Is there any way to get through to Customer Service? I am still unable to log on to my account after trying every day since the supposed upgrade to the website was to be fixed. Just one silly "OOPS" message after another. The very patient agents say Customer Service, but, guess what--there's no way to get through. One evening, just after 8 p.m. CST (6 p.m. my time), I talked with one of the telephone agent's supervisor--a woman named Katherine--and she told me if I called back the next day, using the RR expedited line, that they were authorized to put RR customers through to customer service. I asked her three times if that would happen when I called back the next day, and she swore it would happen. Guess what? After checking and double-checking and being assured that an agent would put me through to customer service, I called the next day. The agent I talked with said they'd never heard of such a thing. I asked to speak to the agent's supervisor. She told me that they couldn't do it for me--only "A" customers (I'm only a lowly Companion Pass holder). Can you imagine how angry and frustrated I am with SW Airlines after wasting, literally, hours trying to find out something about my online Rapid Rewards???? Please find a way to fix it and put me through to Customer Service!!
And, by the way, the least you all can do is apologize to your frustrated, angry, fed-up customers.
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03-15-2011
02:27 PM
4 Loves
Oh--and, by the way--the same "OOPS" message comes up when I try to email Customer Service. I tried to call Customer Service but received a message that everyone was in a staff meeting. When I called back after the time the message said they would be back, I received the same message.
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03-15-2011
02:26 PM
4 Loves
Used your link to Internet Explorer and downloaded the version you said worked. It doesn't. Nor does Firefox, nor does the App on my iPhone/iPad. I don't care any more about the new RR. Some good things do end. I care very much about not being able to make reservations using my Rapid Rewards account. Holding on the telephone is not an option. This is really unbelievable two weeks later!
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Still can't get on. Tried to "contact customer service," and, guess what, I got the same error message I received when I tried to log on to my rapid rewards account! Will someone please contact me and let me know when I can access my RR account? I'm tired of checking the website and getting an error message day after day and holding, holding, holding on the phone.
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After a week of trying, at least twice a day, I still can't log on to my RR account without the error message. The "OOPS" is more than a little irritating, and this is more than an "OOPS." Please let your customers know what's going on. The technology is bad; the communication is horrible.
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Terribly, terribly frustrating not to be able to book award flights online, and then to be insulted by agent (just following the company protocol) who suggested that I didn't know how to enter my information online, i.e., do you know that user names are case sensitive after waiting an hour or more for someone to answer the phone. This after receiving a message that the wait for an agent would be 18 to 28 minutes. Strongly, strongly suggest that you put a notice up on your website, as you do for bad weather, that they system just isn't working, as well as on the recorded message when people are holding forever. I understand glitches with a new system, but you should communicate with your customers about it. I'm so frustrated that I spent the time to find this blog so that I could let someone know that there is something that you can and should do to help out your loyal customers--who may not be your customers any longer. Also--feel very sorry for agents who are on the frontline dealing with this frustration. Please bring back legendary SW customer service--it's flown away!!
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