I had a flight scheduled from PIT to ALB on Monday, 9/14. I went to the website to change it to a flight on Sunday, 9/13. The total price was $19 more. I had two sets of TTF at my disposal. One of them was for $2. I entered it and it was accepted fine. The second came from a booking for two people, one conf #, with a total amount of $26. I entered that one, and again, the website accepted it just fine, and showed a total remaining balance on that 2nd TTF of $9. And it showed "additional balance due: $0".
Now on the page, the "Enter Payment Info" had changed from a "choose your credit card" form to an "Enter purchaser contact info" form. I filled in my name and address. I assume the change is due to having a $0 balance due.
I then clicked "Purchase", and I was taken back to the same Change Itenerary Screen with the following error message:
There is a problem with your form of payment. Please verify your payment information and try again. If you continue to receive this message, you may wish to try an alternate form of payment or you may contact a Southwest Airlines Customer Representative for assistance at 1-800-I-FLY-SWA (1-800-435-9792). (SW900001)
After trying it a couple more times with the same result, I finally called the number and spoke with a reservation agent. I gave her all this info, and she was able to process the change with no issues whatsoever. I asked if she knew why it wasn't working for me, and she replied (to my extreme displeasure) "I don't know what you did wrong, because I can't see what buttons you pushed or didn't push". There is exactly *one* available button. It's "Purchase". I did not do anything wrong. There is/was obviously something wrong with the website. That kind of response from a customer service rep really leaves a sour taste in my mouth. She could have at least pretended to believe me and say something like "I'll open a trouble ticket, sorry for the inconvenience". Grumble.