Got a call back this morning. Got it refunded. The agent told me it was likely something I did and that is why we got B54 for Early Bird. Seemed odd that I got blamed for it. Last three weeks at Southwest: 1 -took away functionality from their customer via the website 2 -force customers to call in to make any changes on booked tickets 3 - offer EarlyBird and when it doesn't work, they make me call in twice and send 1 email to get it refunded, and I get blamed for it. Seems like things are going backwards at Southwest. What use to be easy and friendly is now getting very manual and hard.
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And....can't find where to submit for a refund on a Early Bird Check-In via the website so now I've called back in and left a message on the A-List hotline. The only option I had for a refund was to cancel my flight first... Again, this makes zero sense. If I'm taking time to talk with someone, why can't they issue the refund on something that was Southwest's fault. Hopefully I get a call back in the morning.
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Apart from the new reservation system taking away functionality and making you call in to talk to someone for stuff that used to be available online.....I have another silly more manual work issue. I buy 7 tickets on points. On 2 of the tickets I buy Early Bird check-in. And I have to do this via phone instead of the website (see previous functionality that is now gone). I check in my 7 passengers, 5 are under the age of 14, and one of my Early Bird's is B 54. She is actually later than 2 others I checked in. Obviously, this is a mistake. I call Southwest, talk to an agent, she sees the mistake and tells me "Sorry, I can't do anything. You need to go back online and ask for a refund." I ask "I am talking to customer service, why can't you issue a refund?" The response "Sorry, I can't. You have to do that online." This makes zero sense.
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03-21-2017
02:39 PM
03-21-2017
02:39 PM
This is actually getting worst and is costing myself (as well as SWA customer service time). I booked 8 tickets for a trip to Denver. 2 adults and 6 kids. I booked the flights using points many months ago. Up till a week or two ago, I could login and see all 8 tickets and who each was for...I could then purchase Early-Bird if I wanted, and I could check us each in very efficiently via the website. Now, I can only see my ticket. To buy early-bird, I have to call SWA, go through a wait queue, talk to the agent, provide all my information on who I am, go find the right confirmation number for each child, locate my credit card, and then book each early-bird over the phone. This takes a lot of time for both myself and the SWA agent. Previously, I could do all of this via the website in a matter of a few minutes. Also, in a couple weeks when I go to check in, I will have to enter in each name and confirmation number manually (instead of point and click), again costing me time. The APP is behaving the same way...I can no longer see all the flights I have purchased, only the one directly tied to me. I hope this change isn't permanent. The ease of use with Rapid Rewards, booking flights, changing flights, etc was an advantage and a reason I came to SWA.
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03-21-2017
01:45 PM
03-21-2017
01:45 PM
I will book flights for my family with my RR points. When I log into my account and view the upcoming flight, I use to be able to click a drop-down and look at each of the tickets bought. I could then cancel, change, add in early bird check-in, etc. In the last week, I now can't see this. Did this functionality go away? Does anyone else notice this? I spoke to a customer service agent and he had no idea what I was speaking about. Thanks.
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