SWA RR exp tkt -don't ask/don't tell policy
Jun 3, 2011 | 6:56 am
#1
Original Poster
Join Date: May 2011
Posts: 219
SWA RR exp tkt -don't ask/don't tell policy
Yesterday while I had to call the 1-800 number and
went over my account with a phone rep. I noticed
she didn't advise me of my RR expired tickets.
This prompted me to ask about my RR expired tickets. The phone
rep stated that they are being advised that if you
don't ask about your expired tickets, they are
not supposed to let you know there are expired tickets
in your account.
Isn't this a tad dishonest?
Lesson: Ask do I have any RR expired tickets?????????
went over my account with a phone rep. I noticed
she didn't advise me of my RR expired tickets.
This prompted me to ask about my RR expired tickets. The phone
rep stated that they are being advised that if you
don't ask about your expired tickets, they are
not supposed to let you know there are expired tickets
in your account.
Isn't this a tad dishonest?
Lesson: Ask do I have any RR expired tickets?????????
Jun 3, 2011 | 8:25 am
#2
Join Date: May 2005
Posts: 5,282
Your post doesn't make much sense...all you need to do is check your account online - expired tickets appear as available for reissue.
Jun 3, 2011 | 8:50 am
#3
Join Date: Feb 2008
Programs: SWA RR, CO One Pass, TAM Fidelidade, HA Miles, DL Skymiles, KLM Flying Blue
Posts: 1,165
Yesterday while I had to call the 1-800 number and
went over my account with a phone rep. I noticed
she didn't advise me of my RR expired tickets.
This prompted me to ask about my RR expired tickets. The phone
rep stated that they are being advised that if you
don't ask about your expired tickets, they are
not supposed to let you know there are expired tickets
in your account.
Isn't this a tad dishonest?
Lesson: Ask do I have any RR expired tickets?????????
went over my account with a phone rep. I noticed
she didn't advise me of my RR expired tickets.
This prompted me to ask about my RR expired tickets. The phone
rep stated that they are being advised that if you
don't ask about your expired tickets, they are
not supposed to let you know there are expired tickets
in your account.
Isn't this a tad dishonest?
Lesson: Ask do I have any RR expired tickets?????????
Jun 3, 2011 | 9:04 am
#4
Join Date: Mar 2006
Programs: WN Rapid Rewards, Delta Skymiles
Posts: 400
If you aren't paying close enough attention to your RR account to know you have expired awards, that's your fault not WN's.
Jun 3, 2011 | 9:09 am
#5
Original Poster
Join Date: May 2011
Posts: 219
I did check my account online, that is why I knew I have
expired RR tickets. To make sure SWA's records, matched
mine I asked about my RR exp tickets.
For people that don't check their account online or have
been locked out of their account, this is a big deal
as the phone reps won't advise you have expired tickets.
During the conversion to the new RR, I was locked out of my account
for a couple weeks.
All I am saying is ALWAYS ask do you have any
expired RR tickets. This way you won't ever
miss a ticket.
expired RR tickets. To make sure SWA's records, matched
mine I asked about my RR exp tickets.
For people that don't check their account online or have
been locked out of their account, this is a big deal
as the phone reps won't advise you have expired tickets.
During the conversion to the new RR, I was locked out of my account
for a couple weeks.
All I am saying is ALWAYS ask do you have any
expired RR tickets. This way you won't ever
miss a ticket.
Jun 3, 2011 | 9:13 am
#6
Original Poster
Join Date: May 2011
Posts: 219
p.s. I have over 25 free tickets, as we own a car dealership
and use the Chase RR exclusively. Keeping track of all the
tickets with multiple family members using the tickets plus
companion pass is easier said then done. Maybe you are
just more organized.
and use the Chase RR exclusively. Keeping track of all the
tickets with multiple family members using the tickets plus
companion pass is easier said then done. Maybe you are
just more organized.
Jun 3, 2011 | 10:55 am
#7
Join Date: May 2005
Posts: 5,282
Ah...so you're expecting the RR CSRs to actively advise you of any aspects of your account that you deem important? And how exactly do you expect them to know what information to offer without prompting? Wait times are already horrendous...and what you're suggesting would create a system meltdown. You're right...you should be better organized.
Jun 3, 2011 | 12:13 pm
#8
Moderator: Southwest Airlines, Capital One
Join Date: Sep 1999
Location: California
Programs: WN A-list preferred, United Club Lietime (sic) Member
Posts: 22,817
Wow, it's a tough crowd today.
The old Southwest would have told you about the opportunity to reissue expired awards. This is the new Southwest. But it's not dishonest. Not at all.
It's just no longer going the extra mile to impress the customer ("positively outrageous service") if that costs the company money. It's a new world. Southwest is all grown up now.
The old Southwest would have told you about the opportunity to reissue expired awards. This is the new Southwest. But it's not dishonest. Not at all.
It's just no longer going the extra mile to impress the customer ("positively outrageous service") if that costs the company money. It's a new world. Southwest is all grown up now.
Jun 3, 2011 | 1:42 pm
#9
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 53,006
(1) Even the "new" Southwest makes it very easy to find your expired awards online. I have lots of awards, other family members who fly WN and earn awards, etc. Even if you're wildly disorganized, it's faster to just click through all of your family's WN accounts and record the expired awards and reissue dates in a spreadsheet. Calling another human for this is a waste of time.
(2) I really don't want something like this added to the CSR's regular call scripts. If I'm physically calling Southwest using my mobile phone, it's for exactly one reason: irrops. If the system is running an expired award query for every caller, that slows down the process and lengthens the call queue.
(2) I really don't want something like this added to the CSR's regular call scripts. If I'm physically calling Southwest using my mobile phone, it's for exactly one reason: irrops. If the system is running an expired award query for every caller, that slows down the process and lengthens the call queue.
Jun 3, 2011 | 8:20 pm
#10
Join Date: Oct 2005
Location: ORD, MDW or MKE
Programs: American and Southwest. Hilton, Marriott, IHG - whichever is rated well and cheapest
Posts: 6,567
Jun 3, 2011 | 9:46 pm
#11
Original Poster
Join Date: May 2011
Posts: 219
Let's see....If someone says Mr. Smith you have 3 expired tickets in
your account. That takes about 5 seconds. Have you ever thought
maybe the issue is shoddy technology at SWA and that is what
is causing the extreme hold time? If the website is so fabulous
why should you ever have to call SWA at all? Do you think
all those people on hold are just folks that don't have internet
access?
You obviously work for SWA otherwise it wouldn't have ruffled
your feathers so much. Just saying.
your account. That takes about 5 seconds. Have you ever thought
maybe the issue is shoddy technology at SWA and that is what
is causing the extreme hold time? If the website is so fabulous
why should you ever have to call SWA at all? Do you think
all those people on hold are just folks that don't have internet
access?
You obviously work for SWA otherwise it wouldn't have ruffled
your feathers so much. Just saying.
Jun 4, 2011 | 8:27 am
#12
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 53,006
The entire idea is loony.
Jun 4, 2011 | 12:23 pm
#13
Original Poster
Join Date: May 2011
Posts: 219
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?"
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?"
Jun 4, 2011 | 12:39 pm
#14
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 53,006
I suggest everyone ask:
"DO I HAVE ANY EXPIRED AWARDS?"
"DO I HAVE ANY EXPIRED AWARDS?"
Jun 4, 2011 | 5:25 pm
#15
Original Poster
Join Date: May 2011
Posts: 219
Pin,
Not everyone on flyertalk is a frequent flyer. Many people "earned"
these free tickets through thousands of dollars of credit card
transactions. They deserve to know definitively what is in their
account.
No reason to withhold this info from passengers, except that it is
in SWA's best interest if they don't have to provide the free ticket
and can sell a seat instead.
I suggest everyone ask if they have any expired tickets IF they
are going over their account at the 1-800. We live in a fast paced
world.....
Smitty
Not everyone on flyertalk is a frequent flyer. Many people "earned"
these free tickets through thousands of dollars of credit card
transactions. They deserve to know definitively what is in their
account.
No reason to withhold this info from passengers, except that it is
in SWA's best interest if they don't have to provide the free ticket
and can sell a seat instead.
I suggest everyone ask if they have any expired tickets IF they
are going over their account at the 1-800. We live in a fast paced
world.....
Smitty