Customer service rep was not friendly or understanding....Theresa badge #89...Told me in order to get a refund on the ticket I had to purchase with credit card because I couldn't access my rapid rewards I would have to cancel it within 24 hours whether or not SW had the RR problem fixed!!! Gave me no info other than to call back the next day - before the 24 hours and talk to rep. Called the main reservation number and left my number for a return call....supposedly the time frame was 1 hr 54 min to 2 hr 54 min. Then I started calling the RR telephone number and after entering RR number it rolls to a busy signal and disconnects me!!! Obviously not going to get this handled within the 24 hours Ms. Theresa told me was my time limit!!!!! Not my fault at all but definitely my problem!!!!! Hope SW handles this correctly when the dust settles and credits me back my charge and uses the free flight that I have sitting in the RR but which I can't seem to access!!! Maybe should have done a little more Beta testing before rolling out such a big overhaul....that obviously doesn't work at all...... Lisa Cohen
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