Originally Posted by
ronbo83
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.