MEMO TO SOUTHWEST AIRLINES
I had not looked at the Website for a few months and it took me a long time to realize that I was not on a fake page or something. I think when I could bring up my rapid rewards total I began to see a little of what has gone on at SWA’s IT Department.
Having worked in the communications area for many decades, I’ve learned one thing. Just as carpenters say measure once, measure twice and measure again; new user interfaces must be tested like that and more. This one obviously came out to the public much to soon and maybe without much testing.
My points are important to me and I have always felt the airline issuing points should act responsibly and not change the rules in the middle of the game or simply drop accounts that have points available. Whatever I may think, the exact opposite is the norm with all airlines.
Now SWA joins the crowd, or should we say joins again, since the point system was changed at least one other time. At that time, customers also lost some of their credits.
Well, good luck with the repairs. I hope when you are sure the Website really works you will have a large announcement on the home page telling everyone where to find information on changes made and good instructions with demos on how to use the Website for everything, not just how to book a flight.
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