Southwest Rapid Rewards - Confirmation e-mails not showing up?

Obviously unexplainable by me but ever since the website was updated, I have about a 20% success rate of receiving a confirmation e-mail after I book a ticket. I was hoping/thinking that there were some bugs in the system causing this issue but I can't say that I have seen any chatter among the regulars here regarding this?

Not a huge issue for me - all of my trips show up when I log on - just wondering if anyone else has experienced this lately? I've triple checked my e-mail preferences and everything seems proper on my end.

I haven't noticed any missing emails lately.

nitro -

If you PM me with a couple of the confirmation numbers where you are missing e-mails I can research to see if they show sent on our end - and to what e-mail address they were sent.

SWAVictor

Hi SWAVictor,

I changed a couple of my tickets yesterday (originally booked in June); my confirmation of the flight change (receipt) came through fine, but at least one of the associated itinerary e-mails sent to relatives was not received. I'll send you a PM with the details - Thanks!

I have received all of my booking confirmations, but my wife has not received a booking notification for my flights in 2 months. I also had the site crash on me tonight when trying to rebook a flight for the next day. For a great company that had a great web site before, I am pretty dissapointed.

nitro - check your PM's I have sent you some additional information.
One bit of this info that you may all be interested in is that we recently changed our e-mail vendor and the "From" on our e-mails has changed to SouthwestAirlines@luv.southwest.com . As such, you may need to add this address as a trusted site, and/or check your spam filter settings to make sure you are allowing e-mails from this address. Additionally, if you are using company e-mail, and not receiving your e-mails from us, you may need to contact your IT department to ensure that they aren't blocking our e-mails.

HPN-HRL - I also sent you a PM, however I think the answer is worth sharing with everyone. So, as you are all aware, we have 2 different e-mail products. One is the "Itinerary Receipt" and the other is "Itinerary Only".

The "Itinerary Only" (which is what HPN-HRL had copied his wife with) has never been resent on changes, the "Itinerary Receipt" should always be sent on changes.

And, now for the good news - we are actually working on an enhancement so that the Itinerary Only e-mails will also generate a new e-mail. We hope to have that in place by the end of this month!

ronbo83 - I'm not sure from your comments which type of e-mail your wife was expecting, but perhaps the answer to HPN-HRL will answer?

As for the issues with the website, we made a complete overhaul to a very "sensitive" set of code. We are aware that there are lingering issues, and we are working as quickly as possible to get them corrected. We definately want our website to be the same easy, reliable experience that you have grown accustomed to. I'm not aware of any specific issues yesterday, and am not sure what you mean when you say that the website "crashed" on you. To give you any type of meaningful response, I would need to know what you were trying to do at the time, (ie: city pair, dates, fare, payment method, etc.) and what exactly "crashed" means. Did you receive an error? If so, what did the error say?

In the old system, I would add my wife's email address to the "Let Them Know You are on Your Way" section and she would receive an itinerary only email at the same time I would receive the itinerary receipt. Since I have been using the new system, she has not been getting these emails.

Sorry I will be more specific this time. When trying to change my flight yesterday online (DAL-HOU), I was able to login, select the itinerary for changes (10/15 flight), choose a new flight time (Flight 19 instead of 45), the system prompted me to delete my issued boarding pass for the old flight, and then I got to the booking page. I filled everything in (chose to pay with a CC that is saved) and when I would click submit, it would return immediately with a 404 error. This happened a few times before I just called in to change it. Normally not a problem, but I needed to change it again this morning, and I am now forced to do it over the phone since I made the change yesterday on the phone.

I also just noticed the itinerary receipts I have been receiving in my email are only showing the outbound flight I took from HOU to DAL on Tuesday. It does not even show the flight info for the part of the trip that I was changing for today’s flight.

To be honest, none of these problems are huge in my opinion and I am able to forgive software issues (I do consulting work for a large software company), but it just seems to be taking a long time to resolve these issues. I appreciate your involvement on these issues and I know you are trying hard to resolve them.

In the old system, I would add my wife's email address to the "Let Them Know You are on Your Way" section and she would receive an itinerary only email at the same time I would receive the itinerary receipt. Since I have been using the new system, she has not been getting these emails.

Sorry I will be more specific this time. When trying to change my flight yesterday online (DAL-HOU), I was able to login, select the itinerary for changes (10/15 flight), choose a new flight time (Flight 19 instead of 45), the system prompted me to delete my issued boarding pass for the old flight, and then I got to the booking page. I filled everything in (chose to pay with a CC that is saved) and when I would click submit, it would return immediately with a 404 error. This happened a few times before I just called in to change it. Normally not a problem, but I needed to change it again this morning, and I am now forced to do it over the phone since I made the change yesterday on the phone.

I also just noticed the itinerary receipts I have been receiving in my email are only showing the outbound flight I took from HOU to DAL on Tuesday. It does not even show the flight info for the part of the trip that I was changing for today’s flight.

To be honest, none of these problems are huge in my opinion and I am able to forgive software issues (I do consulting work for a large software company), but it just seems to be taking a long time to resolve these issues. I appreciate your involvement on these issues and I know you are trying hard to resolve them.

Thanks for the additional info. There are a couple of things that I can tell you from this.

The only reason I can think that your wife might not be receiving the "Let them know you're on your way" e-mails is that we have recently changed e-mail vendors . . so the "From" on our e-mails changed. Your wife may need to add us to her approved senders list, or check her spam filter settings to ensure that she can receive our e-mails. If you want to provide a confirmation number, I will be happy to see if it shows as "sent" on our side.

For the flight you were trying to book - it's very helpful to know that it was a change and not a new booking. Since the launch of the new site, itinerary changes have been the most problematic (it's also the most delicate part of the code in order to accomodate our lenient change policies) - and we are working through those issues as quickly as we can identify them. I cannot explain why you would have gotten a 404 error, rather than a southwest.com "Oops" type error explaining what went wrong and giving you a chance to correct it. I know that others have reported issues when trying to use their stored credit cards - and we are still looking for the cause.

I appreciate your patience with software issues - the website has to integrate with several other backend systems, and its not always easy to determine if the issue is in the websites code, or within one of those other systems.

Finally, on the issue where your receipt is showing the old already flow flight and not the newly booked return flight - this is a known issue that for some reason only occurs when the change is made through CS&S (reservations). Since the website uses the same fulfillment system as the application that CS&S uses, this has been a tough one to nail down. Our IT folks, made some progress last week - and I'm definately hopeful that this one will be resolved sooner rather than later.

Customer Relations would be able to send you a new correct version (if you call CS&S their system will continue to send the incorrect version),

If you have one right now, PM me with the confirmation number and I will get the corrected version sent out pronto.

Again, thanks for your patience, and for taking the time to let us know what is not working for you, and the added details. Many times we only know we have an issue when our end-user lets us know!

I'm always lurking - so even if I don't have time for an immediate response, please know that the issues you guys report are indeed getting our attention.

Just wanted to give a big thanks to Victor and their IT team because my wife is now receiving email intinerary confirmations. I know it seems like a small issue but it means a big deal to the people trying to keep track of where we are when WN is hauling us all over the country. Thanks again and hopefully the website will follow suit with these wins soon!!!

Just wanted to give a big thanks to Victor and their IT team because my wife is now receiving email intinerary confirmations. I know it seems like a small issue but it means a big deal to the people trying to keep track of where we are when WN is hauling us all over the country. Thanks again and hopefully the website will follow suit with these wins soon!!!

And, I will send my thanks to ronbo for reporting the issue, and providing examples so that IT could figure out what the issue was.

The great news is that we were able to find the issue for everyone, so not just ronbo's wife will receive the itineraries . .but everyones friends and family will.

ronbo - I think you also had a receipt with incorrect info from a change that was made - not sure which one it was, but again will be glad to resend it if you let me know the confirmation number.

Thanks again for your help, SWAVictor!