Originally Posted by
ftnoob
Indeed. The OP is knowledgeable enough to realize his wife's experience is only post-worthy news if the fare or points upcharge was waived, but it would be nice to have confirmation from him and from usflyer16 on that point.
If the fare / points differential is waived, we technically have "reaccommodation," not "rebooking." Sure, phone agents at every airline can rebook, but SWA agents have never been able (whether due to technology or policy) to provide reaccommodation services.
Could this be a benefit of the new reservation system?
I don't know what the fare was at that time, however I booked the ticket with points as WGA fare in February and called to make the change less than 2 hours before departure, so I assume there was a fare difference. The fare difference was never discussed on the phone, the agent simply made the change and confirmed when it was completed.