Southwest (WN / SWA) Duplicitous or Innocent on Travel Funds?
Feb 13, 2019, 7:45 am
#31
Join Date: Sep 2013
Location: Peoria
Programs: Southwest, Best Western Gold, La Quinta, Dollar
Posts: 819
I recently discovered I had paid for a Southwest flight (already taken) that could have been paid using some forgotten Travel Funds. In retrospect, I thought these credits or funds would have shown up when I entered my frequent flier/Rapid Rewards number to purchase a new flight, but they didn't. It wasn't until several weeks later that I discovered several hundred dollars sitting in my "other" Travel Funds account.
Later that week, I was griping to a friend of mine about what happened, and he said the same thing happened to him. He said he's pretty pissed at Southwest for their method of holding (or "hiding") the funds. He thought it should, at a minimum, be associated with the Rapid Rewards number, for those of us who have them, so the online system or customer service person could remind you that you have money to spend. We agreed that it seemed a bit disingenuous for a company that claims to be customer-focused to force you to track the dollars yourself. If they can track mileage or segments, they can certainly track credited dollars or Travel Funds.
Later that week, I was griping to a friend of mine about what happened, and he said the same thing happened to him. He said he's pretty pissed at Southwest for their method of holding (or "hiding") the funds. He thought it should, at a minimum, be associated with the Rapid Rewards number, for those of us who have them, so the online system or customer service person could remind you that you have money to spend. We agreed that it seemed a bit disingenuous for a company that claims to be customer-focused to force you to track the dollars yourself. If they can track mileage or segments, they can certainly track credited dollars or Travel Funds.
I have circled the relevant items in yellow.
Perhaps if they used a larger font? A brighter color? Maybe the "Apply Travel Funds" button needs to flash on and off to make it more visible? Surely there is some way to make it stand out more than all other items. But then the Gift Card, LUV voucher or Paypal options would feel left out...
Feb 13, 2019, 8:19 am
#32
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Perhaps the ability to use travel funds too well-hidden on their website? I think not.... See, its right there on the page when you buy airfare. Let's take a look: I have circled the relevant items in yellow. Perhaps if they used a larger font? A brighter color? Maybe the "Apply Travel Funds" button needs to flash on and off to make it more visible? Surely there is some way to make it stand out more than all other items. But then the Gift Card, LUV voucher or Paypal options would feel left out...
Feb 13, 2019, 10:04 am
#34
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,966
Feb 13, 2019, 11:24 am
#35
Join Date: Jul 2013
Posts: 5,813
Those people who understand the system work it to their advantage. I rarely leave any Travel Funds unused. But then my wife and I have about 100 flights a year. To the extent that others are unwilling to do the work I benefit, and I'm OK with that.
Feb 13, 2019, 11:37 am
#36
Join Date: Sep 2015
Location: SFO
Posts: 3,881
Well, of course! But the topic is about you, me or any one individual. The topic is that the current policy is not pro-consumer, full stop.
Feb 13, 2019, 11:39 am
#37
FlyerTalk Evangelist
Join Date: Jun 2013
Posts: 17,454
Complaining about the "intricacies" is RESPONSE ONE of almost every flyer just learning the rules of exploiting airline benefit programs.
Feb 13, 2019, 11:40 am
#38
Moderator: Southwest Airlines, Capital One
Join Date: Sep 1999
Location: California
Programs: WN Companion Pass, A-list preferred, Hyatt Globalist; United Club Lietime (sic) Member
Posts: 21,623
Feb 13, 2019, 11:43 am
#39
Join Date: Sep 2015
Location: SFO
Posts: 3,881
You're co-mingling two different policies. Why can't SWA be pro-consumer on both policies? No change fee AND track travel funds. It doesn't have to be one or the either. @:-)
Last edited by Troopers; Feb 13, 2019 at 11:52 am
Feb 13, 2019, 2:26 pm
#40
Join Date: Sep 2013
Location: Peoria
Programs: Southwest, Best Western Gold, La Quinta, Dollar
Posts: 819
In other words:
-No change fees
-Full tracking of travel funds
-Reasonable airfare prices
Pick any two.
Feb 14, 2019, 7:53 am
#42
Join Date: Jul 2014
Location: Austin, TX
Posts: 1,012
Yep, Nordstrom had a good run and they're "not dead yet." If you want to compare to a company or two that are growing, look at Amazon and Zappos. Zappos was acquired by Amazon for many reasons, one of which was their stellar customer support and free shipping on deliveries and returns ... uhhhh, let's see, who did that before Zappos? No one. Both hire and promote customer-first policies. They look for ways to make customers happier. When is the last time you received a paper voucher from them to keep track of recent purchases and refunds. Walmart, too. And yep, they're growing.
Feb 14, 2019, 10:17 am
#43
Join Date: Sep 2015
Location: SFO
Posts: 3,881
Maybe or maybe not. Regardless, it's a deceptive business practice even it if pays for the no-change policy. Self-justification is a poor excuse.
Feb 14, 2019, 11:19 am
#44
Join Date: Jul 2013
Posts: 5,813
It may not be the most consumer friendly policy imaginable but its hardly deceitful.
Feb 14, 2019, 11:54 am
#45
Join Date: Apr 2018
Posts: 94
I recently discovered I had paid for a Southwest flight (already taken) that could have been paid using some forgotten Travel Funds. In retrospect, I thought these credits or funds would have shown up when I entered my frequent flier/Rapid Rewards number to purchase a new flight, but they didn't. It wasn't until several weeks later that I discovered several hundred dollars sitting in my "other" Travel Funds account.
Later that week, I was griping to a friend of mine about what happened, and he said the same thing happened to him. He said he's pretty pissed at Southwest for their method of holding (or "hiding") the funds. He thought it should, at a minimum, be associated with the Rapid Rewards number, for those of us who have them, so the online system or customer service person could remind you that you have money to spend. We agreed that it seemed a bit disingenuous for a company that claims to be customer-focused to force you to track the dollars yourself. If they can track mileage or segments, they can certainly track credited dollars or Travel Funds.
I KNOW they're the only airline that allows for refunds, which is priced into their business model. It still feels like they're playing a shell game or three-card monte ... not a great analogy for Southwest's reputation.
Does anyone else agree?
I'd really love to hear from Southwest on this!
Later that week, I was griping to a friend of mine about what happened, and he said the same thing happened to him. He said he's pretty pissed at Southwest for their method of holding (or "hiding") the funds. He thought it should, at a minimum, be associated with the Rapid Rewards number, for those of us who have them, so the online system or customer service person could remind you that you have money to spend. We agreed that it seemed a bit disingenuous for a company that claims to be customer-focused to force you to track the dollars yourself. If they can track mileage or segments, they can certainly track credited dollars or Travel Funds.
I KNOW they're the only airline that allows for refunds, which is priced into their business model. It still feels like they're playing a shell game or three-card monte ... not a great analogy for Southwest's reputation.
Does anyone else agree?
I'd really love to hear from Southwest on this!