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Frustrated with Website Failure and Elite Dept Inexplicably closed

Frustrated with Website Failure and Elite Dept Inexplicably closed

 
Old Aug 21, 13, 8:17 pm
  #1  
Original Poster
 
Join Date: Jan 2000
Programs: Southwest A List, Hilton Gold, Marriott Gold, National Emerald Exec.
Posts: 350
Frustrated with Website Failure and Elite Dept Inexplicably closed

Very frustrated with the difficulty of reaching Airtran. I'm trying to transfer credits and book flights, but the Elite phone line was down at 9 pm ET (even though the voice mail message says the dept is open until midnight). I've tried to transfer the credits myself using the website, but after I enter a bunch of data the site hangs and I get a "null reference" message.

I'm left with an inability to take advantage of an Elite benefit on the website and no ability to reach a human being to address it.
EWR-6785 is offline  
Old Aug 22, 13, 5:59 am
  #2  
Original Poster
 
Join Date: Jan 2000
Programs: Southwest A List, Hilton Gold, Marriott Gold, National Emerald Exec.
Posts: 350
Unhappy A+ Phone Line says office closed during normal business hours

At both 9 pm last night and 730 am ET today, the Elite, A2B, A+ and general phone lines all gave me a message to call back during normal office hours of 7 am to midnight.

Note to Airtran and WN: You can't sell tickets if the website doesn't work and you don't answer the phone.
EWR-6785 is offline  
Old Aug 22, 13, 12:15 pm
  #3  
 
Join Date: Jul 2013
Posts: 5,215
I was just now able to transfer A+ Credits to RR Awards. Worked as expected, but a little slow.
rsteinmetz70112 is offline  
Old Aug 22, 13, 10:17 pm
  #4  
 
Join Date: Aug 2009
Location: ATL
Programs: Delta Gold, WN A-List Preferred, Marriott LT Titanium, Hertz President's Circle
Posts: 225
EWR - I had the same thing happen a couple of weeks ago. Called the Elite line just before 11:30 p.m. EST and got the message about operating hours being until midnight EST and then was disconnected.

I also sent in a complaint regarding a recent issue with upgrades on the customer service page a week ago and haven't received anything resembling a response (aside from the auto-generated "We've received your email" message when it was sent).

Ace customer service to be sure. It's beyond sad to see how this airline is disintegrating and SWA isn't picking up any pieces to ensure a smooth transition.
melissaru is offline  
Old Aug 24, 13, 2:34 pm
  #5  
 
Join Date: Sep 2010
Programs: Avis Preferred Plus
Posts: 619
Did you all try calling the regular A+ rewards number? They can do the same thing as the Elite reps.
saneman is offline  
Old Aug 25, 13, 8:22 am
  #6  
 
Join Date: Oct 2009
Location: ATL
Programs: Marriott Platinum, Delta Kryptonium Medallion, National Executive
Posts: 1,888
Originally Posted by saneman View Post
Did you all try calling the regular A+ rewards number? They can do the same thing as the Elite reps.
These days I think they ARE the same thing as the Elite reps.
plagwate is offline  
Old Aug 25, 13, 3:25 pm
  #7  
 
Join Date: Aug 2005
Posts: 349
I'm pretty sure the Elite line just goes to the "Special Services" desk now. Basically just an agent with a little more power than a normal res agent. Need a ticket reissued??? One less transfer for you...
NCLSEA123 is offline  

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