This is the reason why if Southwest were smart, they would have done the Herb-like thing and gave his points back. I don't think giving any big fish his points back is an act of generosity because this thread probably cost Southwest a lot more money and goodwill. Keeping Southwest's many customer unfriendly policies secret is much more important.
A "company unfriendly policy" requires inertia. Having points disappear w/o notice wasn't brainstormed by 3 VPs at a company retreat. Nobody foresaw a grievance, so no one wrote expiration alerts into the software.
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