SWA Customer Service can't look up reservations by RR#
Apr 22, 2015, 7:30 am
#1
Original Poster
Join Date: Dec 2003
Location: MEM
Programs: DL DM, Marriott/Starwood Plat
Posts: 441
SWA Customer Service can't look up reservations by RR#
So I called to change a reservation today, but I didn't have my record locator number. I asked her to look up my current trip by my RR# and she said they couldn't? I had to know the RR number.
This can't be true right? That's like airline 101.
The other thing is using credit, I'm supposed to remeber my record locator numbers that have credit?
This can't be true right? That's like airline 101.
The other thing is using credit, I'm supposed to remeber my record locator numbers that have credit?
Apr 22, 2015, 7:48 am
#2
Join Date: Sep 2011
Location: ORD/MDW
Programs: AA EXP, DL-Plat, WN-CP | Hotels: Choice-Gld, IHG-Plt, Rad-Gld, HH-Dia, Hyatt-Glob, Marriott-LtPlt
Posts: 2,889
I'm confused. She couldn't look up your reservation by your RR number - she needed your RR number? Is one of those supposed to be confirmation number?
Apr 22, 2015, 9:54 am
#3
Original Poster
Join Date: Dec 2003
Location: MEM
Programs: DL DM, Marriott/Starwood Plat
Posts: 441
Whoops, typing too fast on my phone. Yeah, they needed my confirmation number. Is this accurate that they can't look up reservations by RR#?
Also is it true that I have to manually keep track of credit by confirmation number?
Also is it true that I have to manually keep track of credit by confirmation number?
Apr 22, 2015, 9:56 pm
#4
Moderator, Southwest Airlines and Choice Privileges
Join Date: Mar 2008
Location: Central Texas
Posts: 3,036
They can't release a PNR to any old caller who happens to have the RR number, allegedly for security reasons. (There are security issues; it's just laughable that a company with virtually zero concern for online security or in-airport security chooses this one area to suddenly get hyper-protective).
Last time I tried something similar, the last four digits of the card used to purchase the ticket were required. Problem: we were out of town and the ticket was purchased on a so-rarely-used card (RR Visa) that I didn't know the last four digits, and I'd had no known reason to bring the card on the trip.
Last time I tried something similar, the last four digits of the card used to purchase the ticket were required. Problem: we were out of town and the ticket was purchased on a so-rarely-used card (RR Visa) that I didn't know the last four digits, and I'd had no known reason to bring the card on the trip.
Apr 22, 2015, 11:29 pm
#5
Join Date: Jun 2011
Location: MCI
Programs: CBP Global Entry, WN A-List Preferred, WN Companion Pass
Posts: 2,007
Apr 23, 2015, 12:05 pm
#6
Join Date: May 2012
Location: DCA, lived MCI, SEA/PDX,BUF (born/raised)
Programs: Marriott (Silver/Gold), IHG, Carlson, Best Western, Choice( Gold), AS (MVP), WN, UA
Posts: 8,694
This is something I don't understand. If you have credit you could have it appear somewhere in your RR acct.
You can call and a customer service agent can and does dig out your only credit you have.
Apr 23, 2015, 3:55 pm
#8
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,698
Apr 23, 2015, 6:15 pm
#9
Original Poster
Join Date: Dec 2003
Location: MEM
Programs: DL DM, Marriott/Starwood Plat
Posts: 441
But the agent not being able to look up my reservation by RR# just seems like a complete failure of airline rewards program basics.
I call Delta, I punch in my RR# on the phone, and the agent answers "Hi Mr. NAME, are you calling about your travel to MSP today?" It's absurd to expect me to tell them my confirmation number instead of just memorizing my RR#.
Apr 23, 2015, 7:37 pm
#11
Original Poster
Join Date: Dec 2003
Location: MEM
Programs: DL DM, Marriott/Starwood Plat
Posts: 441
Every other US domestic airline works off of FF# and then just asks you a couple of questions to confirm it's you.
Apr 23, 2015, 7:45 pm
#12
Join Date: Apr 2015
Location: Dallas, TX
Programs: WN A-List+/CP, Hertz Pres Club, Marriott Platinum
Posts: 29
SWA is frustrating in that way. I always have problems keeping track of my confirmation numbers that have dollar values attached to them. I probably have a few hundred valid flight dollars hanging around somewhere that I don't have the confirmation numbers for... I need to get better at tracking those for sure.
Apr 23, 2015, 8:42 pm
#13
Join Date: Apr 2015
Location: BDL, BOS
Programs: Marriott Lifetime Titanium, AA EXP, IHG Diamond Ambassador, Hyatt Explorist
Posts: 625
Can look up by credit card
The CSR can identify all unused credits by looking up the credit card.
SWA is frustrating in that way. I always have problems keeping track of my confirmation numbers that have dollar values attached to them. I probably have a few hundred valid flight dollars hanging around somewhere that I don't have the confirmation numbers for... I need to get better at tracking those for sure.
