Pin,

I am NOT advocating that a phone rep tell EVERY customer that
he has an expired award. However, if asked, yes I do expect
them to be honest and tell me I have an expired award
I can reissue. Why not tell your customer? Why hide that fact?

Again, we are talking a few seconds:

"Yes, Mr. Smith, you have 3 expired RR tickets" (5 seconds max to say this)

I have been reading flyertalk for several months before I joined. Yes,
there are several people that work for SWA that post here.

I suggest everyone ask:

"DO I HAVE ANY EXPIRED AWARDS?"