Sounds like Southwest should allow customers to disallow those type of transactions on their account just like other sites allow you to set parameters. This is a little disturbing to find out that Southwest's site is not secure. As an A-List Preferred that logs into Southwest's "insecure" wifi on the plane using my credentials, this is a little disturbing that it can be hacked that easily. As an example, send a confirmation text before the points can be used for any type of transaction. Better yet, setup 2-factor authentication.
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I totally agree that Southwest needs to review their travel fund policy around the use of travel funds and credit card. I had a flight that I booked in November 2019 for a trip on March 21st with travel funds of $23.00 that expired on 3/27/20. The rest of the $414 one-way ticket was paid with a credit card and a $178 travel fund expiring on 5/15/20. The worst part is when my cruise got canceled, Southwest put all the travel funds associated with the ticket to the earliest expiration date which was 3/27/20. With all the places being closed, not sure where Southwest thinks everyone is flying to during this time. I was content to lose the $23.00, but not the rest as that was paid with additional funds that expired later in the year and the other $200 was with a credit card. I emailed Southwest twice and the same Customer Service rep gave me the "blanket" Southwest answer as this is our travel policy and it cannot change. I have been an A-List Preferred member for many years and I am truly disappointed in their handling during this unique time. No one wanted their vacation canceled. Hilton on the other side has extended all the free night certificates that are set to expire in 2020 to a new expiration through 2021. Southwest's Customer Service response was that it is better than the other airlines. I can call on the 3/28/20 and ask for a 6-month extension for the cost of $100. Southwest seriously needs to address this issue.
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