Southwest Rapid Rewards - SWA is Very Savvy

"Dear SOZ:
As you are all too aware, the overwhelming response from Customers who took advantage of our August 3 limited time offer created website performance issues at various times during the weekend, and in some cases, created multiple charges to some of our Customers' accounts. We sincerely apologize that you were one of the Customers who incurred multiple holds on your credit or debit account.

We hope you are willing to give us another try. We are confident that if you allow us the opportunity, you will have a better experience the next time you book, and as a gesture of goodwill, we're sending a $150 Southwest LUV Voucher (in a separate e-mail) that we invite you to apply toward the purchase of a future Southwest reservation. The e-mail with the LUV Voucher code will arrive within the next few days."

First time in years we've booked with SWA.

A very pleasant reunion.

Good. This is the first time that the website has actually cost them money (vouchers) out of pocket. authorizing & expensing the liability of say 5k-10k $150 vouchers has to get management's attention.

I predict the website will be improved. Hopefully to not just put a bandaid on it prevnting duplicate bookings. They need to design their site for peak bandwidth like Amazon does. Amazon can sell the special "hot toy of the year" in a huge qty at a pre advertised time. They can sell 10k of the item in a matter of seconds or minutes, with zero slowdown or errors. All the while while hundreds of thounds of visitors are refreshing pages on their site.

They need to design their site for peak bandwidth like Amazon does.

That was the comparison I was thinking of. If WN management is smart, they will hire some experienced Amazon IT guy to run things. Like when Wal-Mart hired ex-military logistics officers some years ago, guys who were used to moving LARGE quantities of stuff around. Very smart.

Airlines all seem to think IT is a cost center only. If done right, IT could be a big moneymaker.

Let's hope they don't cause meltdown 2.0 when everybody redeems their vouchers on the same afternoon.

If there prices stay the same it seems like a nice gesture

Yet not savvy enough to actually prevent these types of meltdowns from continually happening in the first place by, say, actually fixing their website.

Yet not savvy enough to actually prevent these types of meltdowns from continually happening in the first place by, say, actually fixing their website.

Well, the first step to getting help is admitting that there's a problem. At least this time around they aren't pretending it didn't happen.

Well, the first step to getting help is admitting that there's a problem. At least this time around they aren't pretending it didn't happen.

They're admitting there was a problem. But they're still not actually taking responsibility for it.

Their official statement says it was caused by customers.

The overwhelming response from Customers who took advantage of our August 3 limited time offer created website performance issues at various times during the weekend.


:rolleyes:

Nice goodwill gesture on WN's part, but hopefully the $150 is enough to offset the headaches caused.

The promised voucher just arrived. It expires in one year. IMHO a very fair rebate on our 2 x 179USD purchase.

Looking forward to playing again.

I appreciate the voucher, but has anyone received the credit on your credit card for duplicate charges? Has it showed up yet, even in pending charges/credits?

They're admitting there was a problem. But they're still not actually taking responsibility for it.

Their official statement says it was caused by customers.



:rolleyes:

It's a great deal as long as you don't try to get in on it? ;)

Still, a nice gesture to the OP.

Mike

Southwest's Facebook page is filled this morning with rants from customers who were promised that the duplicate charges would not post, or would be refunded, but who have now discovered that they actually did go through and were not refunded (yet, at least). Those who bought with debit cards (never a good idea, IMHO) seem to be the hardest hit, and the most upset. To them, the vouchers are not much consolation.

Nice goodwill gesture on WN's part, but hopefully the $150 is enough to offset the headaches caused. Never in a thousand years would United Airlines compensate you this way for such an episode caused by them.

Never in a thousand years would United Airlines compensate you this way for such an episode caused by them.


In our case, SWA exhibited much different DNA. ^

Booked once online. Got 2 different confirmation numbers the next day. Neither hit the AMEX. Both reservations were cancelled by SWA. One as a result of our phone call. Second cancellation was initiated by SWA. Called to reinstate. Got a call back in 4 minutes. We now have the flights/price we originally booked and a nice parting gift.

Dang now i wished i had problems so i could get the $150 haha

Airlines all seem to think IT is a cost center only. If done right, IT could be a big moneymaker.

Not really! Most airlines are hamstrung by antique computer reservations systems. However, they actually work 24/7, unlike some more modern systems. So, they are hesitant to spend megabucks to replace them. It's kinda like putting lipstick on a pig...flashy website with a 1960 Ford behind the scenes. But that Ford keeps runining and running...

Not really! Most airlines are hamstrung by antique computer reservations systems. However, they actually work 24/7, unlike some more modern systems. So, they are hesitant to spend megabucks to replace them. It's kinda like putting lipstick on a pig...flashy website with a 1960 Ford behind the scenes. But that Ford keeps runining and running...

So true. Virgin America's transition to a new system completely borked their site for months on end. I always wonder how much testing they actually do and why its so complicated until I see all the various codes on the tickets.

But that Ford keeps runining and running...

Until it doesn't. I can think of a lot of businesses, banks, etc. that have discovered this phenomenon in the last few years.

Never in a thousand years would United Airlines compensate you this way for such an episode caused by them.

Are you claiming United has had such gaffes?

Under potential liability lawsuit they needed to do this gesture because by accepting this voucher you then waive your right to sue them for them overcharging you---which under consumer laws is illegal.

Worst case scenario you get a lawyer to take the case, make it class action then sew the airline not just for what was overcharged but also for compensatory damage andthe lawyers fees.

Under standard risk management/communication they poorly responded to this by blaming the customers for it when it was a software glich.

I've seen this behavior before from the SW website. When I saw the error mesage that my res didn't go through, I had a very strong suspicion that it indeed had gone through and waited it out. After a couple hours, the flight showed up in my list of upcoming flights. No harm, no foul, although if I'd known they were going to throw $150 vouchers my way, I'd have intentionally/unintentionally double booked it.

Under potential liability lawsuit they needed to do this gesture because by accepting this voucher you then waive your right to sue them for them overcharging you---which under consumer laws is illegal.

Worst case scenario you get a lawyer to take the case, make it class action then sew the airline not just for what was overcharged but also for compensatory damage andthe lawyers fees.

Under standard risk management/communication they poorly responded to this by blaming the customers for it when it was a software glich.

you're mentality is whats wrong with this country