After being informed that hold times will be between 27 and 42 minutes, which is an unacceptable service level by all call center standards, I am now trying this as an alternative to contacting SWA by phone. I have attempted several times on phone, but when I select the RAPID REWARDS option for EXPEDITED service, I have been disconnected as soon as I was transferred into the queue. I am also unable to change my flight online. Listen, I understand technical problems, but I have had to take emergency flights for a funeral and this lack of access has cost me several hundred dollars in addition to the last minute fares I had to book. I am now completely stranded. Please figure out a way to service your customers with a "call-back" strategy or something. Southwest Customers have become accustomed to a certain level of consistency in customer service. What I have experienced this week puts SWA below the customer sat level of their low cost airline competition. If this problem is not resolved, customer churn will very likely take care of it for you.
Sincerely-
RR# 403684341
Churning As You Read THIS
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