01-09-2017
12:18 PM
01-09-2017
12:18 PM
Yes. More than enough. I am not asking for 13 month worth of points. I am just asking SW treat RR VIsa points just as they do other RR points. You earn it when you earn it and not based on an arbitrary posting date over which you really have no control. My 1/1/2017 statement just posted to SW RR on 1/7/2017. I couldn't change the 1/1/2017 to 12/31/2016 without resorting to trial and error by adjusting the due date. I could have adjusted the due date to one day earlier and RR Visa might have still posted on 1/12017 or 1/2/2017 or even 1/5/2017 and it might post to SW RR later than that!
... View more
Hi Ashley, I guess you are right. I asked for the Manager contact to solve my problem. Lindsey provided the contact phone. (Select Option 5). So, asked and answered, even if my problem remains and I am still waiting for the promised Manager Call. Perhaps I should open a new thread to discuss the Companion Pass issues where NOT all earned points are treated qually. RR Visa points are LESS EQUAL in terms of counting towards Companion Pass (and possibly other perks) qualification. As an IT professional, I will also suggest solutions to rectify this deficiency. Thank you.
... View more
01-05-2017
09:34 PM
01-05-2017
09:34 PM
Here is the nub of the problem: Points are earned in single transactions at the completion of an EVENT. Travel, end of a Partner transaction such as car rental, Hotel stay etc. and EVRY SWIPE of the RR Visa Card as they proudly claim. EXCEPT that in the case of the swipe of the card, the earned points are treated differently! Why? Because, SW is constrained by a mediocre IT department which can't or doesn't want to pinpoint when the points were earned but allow multiple EARNING events to be consigned to an arbitrary posting date over which the customer has no control! That is a fair system? Because you got some some weasel lawyer to twist himself into a pretzel to write some weaselese in the T&C to blatantly subject these earned points to disparate treatment! Totally unacceptable! Especially from SWA!
... View more
I don't know why Lindsey gets to mark this as SOLVED even though I am the Original Poster! NOTHING IS SOLVED! I still think ordinary, reasonable, loyal LONG TERM Customers of Southwest were desceived by the misleading Dashboard which tempts you into thinking the goal is near and achievable but with a T&C written by a lawyer weasel who twists himself into a pretzel to claim points in multiple or numerous transactions over a month could be excluded from consideration based on some arbitrary posting date over which the customer has no control! This is what happens when you let a CART drive a HORSE. When you let mediocre IT and its deficient systems drive company policy. No amount of lawyer weasel language can cover up the poor design misleading loyal customers. Total mishmash with no consistency in calendars or treatment of points earned from different sources. No, noting is solved. I plan to write to Gary Kelly, CEO of Southwest Airlines. I expect more of an innovative Southwest Airlines started by Herb Kelleher! I doubt he would tolerate such mediocrity or such poor customer service.
... View more
01-04-2017
03:38 PM
01-04-2017
03:38 PM
I am on hold with Customer Relations 1-855-234-4654 . Remember Option 3 gets you to RR and fine print repeaters. I was told to choose Option 5 (description is really vague). After 20 minute hold, reached a Supervisor who kept repeating the same fine print and didn't seem to understand the crux of my issue. I told her to read my email and get me a Manager who can override. Still no go. Apparently they don't make any exceptions. I put up good arguments that 1) I have no control over the posting date 2) Chase Visa posting dates are arbitrary 3) They should fix the System so that Visa reports poitns by earned month 4) Dashboard is completely misleading when the RESET really happens I managed to extract a promise of a callback from a manager who can do something about this and not just repeat the fine print in T&C. All in all, frustrating and disappointed that they would treat a nearly 20-year customer of SWA and RR Visa like myself in such an unsatisfactory manner! What good is human discretion if it cannot compensate for the failure of a poorly designed computer system which follows arbitrary calendars! 😞
... View more
01-04-2017
01:59 PM
01-04-2017
01:59 PM
Thank you, Lindsey. WHen I first contacted RR through email, I was disheartened by a rote response from someone repeating the rules in the fine print. I now understand the fine print and the specifics of the Companion Pass "SYSTEM"as laid out in the fine print but I am quetioning the arbitrariness of such a rule and the misleading Dashboard. I will call them and I hope I can reach someone with enough authority to make exceptions considering the spirit of the program instead of the letter of the fine print. My 1/1/2017 statement from Chase Visa consists entirely of 2016 transactions and happened before the RESET!
... View more
01-04-2017
01:53 PM
01-04-2017
01:53 PM
I saw that posting from Justin too. But it talks about 'PARTNERS' and the special exception from being subject to arbitrary posting dates. I wish it had addressed the posting from RR Visa too.
... View more
01-04-2017
01:06 PM
01-04-2017
01:06 PM
Yes, I found the fine print too, rather belatedly. But, do you not see arbitrary nature of this rule and how the dashboard could be misleading. I have also pointed out in a reply that you have really no control over the posting date!
... View more
01-04-2017
01:00 PM
01-04-2017
01:00 PM
Adding some more pertinent arguments here: Chase Visa allows you to choose your PAYMENT DUE DATE but not the POSTING date which could be arbitrary and known only to them. For example, going by the Rapid Rewards Activity for 2016, I see that they have posted my points on the 1st or 2nd or even 3rd of a month. In April and October 2016, the posting date was the 3rd and in July it was the 7th!!! Totally arbitrary based on holidays and whatever else, apparently! This cries out for a proper IT solution to remove the arbitrary nature of the Companion pass program and make it FAIR and TRANSPARENT!
... View more
Reposting as a new subject: I had approx 85000 points begiining of december and I made charges on 12/29/2016 pustting me past 110,000 but Chase Visa says they will only report on 1/1/2017. I think this is so unfair to casual SW travelers who are not into all the the 'inside baseball' fine print and simply goes by the the point clock on the My ACCOUNT page which said it will reset on 12/31/16. But, if you consider Chase Visa and all the arbitrary rules about posting, it actually reset on 12/1/2016 for me. I think this is unfair. When you have one program running by calendar year fed info by another system running on monthly cycles, it would have been a simple matter for Southwest to demand from Chase Visa to report points by calendar months earned. They do make exception in the case of points reported from SW Partners. Here, they ignore posting dates and go by when the Partner says the points were earned. That is, the Partners are providing EARNED MONTH information to Rapid Rewards! The same rule should be applied to RR Visa. Basically, all the systems should oprate on the the same calendar or you end up with arbitrary rules about posting dates hidden in the fine print of T&C while the beautiful dashboard serves to mislead! I hope I can contact someone in charge of the RR Companion pass program and appeal for managerial discretion to compensate for the deficiency of their IT systems? I think mine is a clear case for such discretion to not deprive me of a companion pass in 2017! Does anyone have contact info for the RR Czar who can overrule! Thanks.
... View more
01-04-2017
12:09 PM
01-04-2017
12:09 PM
I have the same problem. I had 85000 points begiining of december and I made charges on 12/29/2016 pustting me past 110,000 but Chase Visa says they will only report on 1/1/2017. I think this is so unfair to casual SW travelers who are not into all the the 'inside baseball' fine print and simpmly goes by the the point clock on the My ACCOUNT page which said it will reset on 12/31/16. But, if you consider Chase Visa and all the arbitrary rules about posting, it actually reset on 12/1/2016 for me. I think this is unfair. When you have one program running by calendar year fed info by another system running on monthly cycles, it would have been a simple matter for Southwest to demand from Chase Visa to report points by calendar months earned. Do they at least exercise managerial discretion to compensate for the deficiency of their IT systems? I think mine is a clear case for such discretion to not deprive me of a companion pass in 2017!
... View more
