Lindsey .... My dear Southwest employee. I'm a rapid fan of SWA. I preach to the nonconverted, and I battle my husband who is a fan of another airline. I have to tell you, I've been an A-list member off and on.. FOREVER. I have a family of 6 and we commute between Tampa and San Juan. And this is my ONE GRIPE with Southwest... I really really feel that you all do this on purpose... since i"m a business person and an accountant by training i imagine there's some reserve on the books and you get to take it into income when the stuff expires. When you take 20-30 flights a year, and you cancel 5, and you're at an airport, and you're doing it on the app, or on your phone because you are late to a meeting or whatever, you have nowhere to write down what you did or confirm numbers. and later you just forget. I have a spreadsheet on my laptop to keep track of this. and i think that's ridiculous. It feels like you guys are doing everything you can to make it hard for us to remember that we have money sitting out there... Maybe i'm wrong but it still feels that way. I would prefer that you HELP me and REMIND me I have funds... I would LOVE YOU SO MUCH MORE. Please fix this, it is NOT in keeping with your values and all the other things that you do... It's always puzzled me why you make this so very hard. I can also say that your main competitor on the route I fly most DOES tell me when i book that i have a credit. Two choices- 1 ) make it easy for me to look it up OR PREFERABLY 2) remind me that i have unused funds when i am making a reservation... especially for A List people... Otherwise, know that those of us who are frequent flyers, at the point we go type in our SWA Visa number, hesitate and ask ourselves... "do I have any unused funds?" then we have to dig through our emails and look on our spreadsheets and even then, we're not 100 percent sure... and in that moment, we hate SWA for taking up all this time, and we recognize that at some point, you've probably taken our money even though we are undyingly loyal. And that hurts. Rant ended.
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