Laurence is exactly right and so elegantly said. You have lost this family of 5 customers. I know you don't care anymore. Anyone want a companion pass and 20 rapid rewards tickets? I need to research a new credit card.
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I agree with the others. You have destroyed the rapid award system and tricked us. You have lost 5 customers in this family. I have lots of rapid reward tickets and also a companion pass and 2 SW visa credit cards and they are useless. Like the other major airlines, you too are about to lose you base and deserve to after you have tricked us . By the way you might want to train you telephone staff in alittle bit of customer service as people find out about your latest tricks. They are rude and also as you lose customers maybe they might want to start worrying about their own jobs. But as one rude agent told me that he has had his job for a long time and he is not worried. He also told me that it is customer relations and NOT customer service and I had to agree with him there. But he didn't get that either. Now your little silly messages while you are on hold or sittting in the plane are not so funny anymore. You have angry customers and now you need to treat with a lot more respect and seriousness. But you do not get it and that is why you will not be anymore successful than the other airlines.
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