Originally Posted by
m907
I tried the call back option last night. It gave me an estimate of 90 minutes. It took 150 minutes and I just barely missed the phone.
Why is it that Southwest, for all its IT problems, has a seamless flight credit system where they can be viewed and redeemed instantly, but AA cannot figure that out?
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Trust me, Southwest does NOT work all the time either., but it does work MOST of the time. Over the years, I've had to call in 4 or 5 times to correct something online (or resolve an error).
The mainline carriers were set up for agents to handle these tasks (thereby providing full service). As the airline industry has evolved, they have had to scramble to have their web technology keep up with the times.
At the end of the day, sometimes you have to CALL (regardless of how inconvenient that may be).