BEWARE: Southwest will steal your points !

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Old Mar 20, 19, 8:33 am
  #1  
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Thumbs down BEWARE: Southwest will steal your points !

I was surprised recently to find that when trying to get a family member a ticket for a funeral they couldn't afford to attend, that my 115,000+ Reward points had EVAPORATED!
How could that be? I had just taken a Rewards Flight just 2 months prior. When calling Southwest Rewards, I was attended by a representative that sounded exactly like an automaton.

AUTOMATON: Sorry, but if you read the details of the rewards program you will see that if you do not add points to your account, we assume it is defunct and zero it out!
ME: BUT I JUST FLEW WITH YOU USING REWARD POINTS!
AUTOMATON: Sorry that doesn't count...you have to ADD points for us to assume the account is active in a 24 month period.
ME: BUT THAT WAS WORTH OVER $3000 AND YOU NEVER EVEN HAD THE COURTESY TO NOTIFY ME IN ADVANCE THAT THIS WAS PENDING???.
AUTOMATON: Sorry that is not our responsibility.
ME: BUT I WAS AN A-LIST FLYER WITH YOU FOR OVER 16 YEARS ! HAVE YOU NO CUSTOMER LOYALTY? I HAD EARNED OVER 250,000 POINTS WITH YOU AS A BUSINESS TRAVELER, AND NOW THAT I AM RETIRED, AND HAVE TIME TO USE THEM.....YOU TAKE THEM AWAY??? YOU KNEW I WAS ALIVE, I JUST FLEW WITH YOU!
AUTOMATON: Sorry (not sorry).

NEVER AGAIN WITH SOUTHWEST

Last edited by jrpcs; Mar 20, 19 at 8:35 am Reason: clarity
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Old Mar 20, 19, 8:42 am
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*sigh*
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Old Mar 20, 19, 8:44 am
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Yea, that sucks. Suggest twitter and perhaps the social media team can help.

ETA: I'd be surprised if you get any sympathy replies. And welcome to FT!
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Old Mar 20, 19, 8:45 am
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Maybe read and understand the rules of the program?
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Old Mar 20, 19, 8:52 am
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Originally Posted by aaronp84 View Post
Maybe read and understand the rules of the program?
In fairness to the OP, the OP was not notified about expiration and date of last qualifying activity is not provided in the app. Not customer centric.
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Old Mar 20, 19, 9:00 am
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They should tell you, but it is posted..

AA does not send you letters, but they will let you buy them back..

funny how we forget bills, some of us forget to go to work..

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Old Mar 20, 19, 9:42 am
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Why is OP yelling? Similar behavior likely influenced the outcome of the phone conversation. Also, if you’re going to quote a conversation, at least quote it accurately; I highly doubt this is an actual transcript.
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Old Mar 20, 19, 9:53 am
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Exclamation

Originally Posted by jrpcs View Post
ME: BUT I WAS AN A-LIST FLYER WITH YOU FOR OVER 16 YEARS... NEVER AGAIN WITH SOUTHWEST
The Rapid Rewards A-List program was established on November 7, 2007.
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Old Mar 20, 19, 10:02 am
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Originally Posted by jrpcs View Post
I was surprised recently to find that when trying to get a family member a ticket for a funeral they couldn't afford to attend, that my 115,000+ Reward points had EVAPORATED!
How could that be? I had just taken a Rewards Flight just 2 months prior. When calling Southwest Rewards, I was attended by a representative that sounded exactly like an automaton.

AUTOMATON: Sorry, but if you read the details of the rewards program you will see that if you do not add points to your account, we assume it is defunct and zero it out!
ME: BUT I JUST FLEW WITH YOU USING REWARD POINTS!
AUTOMATON: Sorry that doesn't count...you have to ADD points for us to assume the account is active in a 24 month period.
ME: BUT THAT WAS WORTH OVER $3000 AND YOU NEVER EVEN HAD THE COURTESY TO NOTIFY ME IN ADVANCE THAT THIS WAS PENDING???.
AUTOMATON: Sorry that is not our responsibility.
ME: BUT I WAS AN A-LIST FLYER WITH YOU FOR OVER 16 YEARS ! HAVE YOU NO CUSTOMER LOYALTY? I HAD EARNED OVER 250,000 POINTS WITH YOU AS A BUSINESS TRAVELER, AND NOW THAT I AM RETIRED, AND HAVE TIME TO USE THEM.....YOU TAKE THEM AWAY??? YOU KNEW I WAS ALIVE, I JUST FLEW WITH YOU!
AUTOMATON: Sorry (not sorry).

NEVER AGAIN WITH SOUTHWEST
Sucks but thatís life. They didnít steal your points. Theyíre not doing anything with them, they expired. When my DL expires, itís not stolen by the state. Be aware, be informed and stop yelling.
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Old Mar 20, 19, 10:22 am
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Originally Posted by jrpcs View Post
YOU NEVER EVEN HAD THE COURTESY TO NOTIFY ME IN ADVANCE THAT THIS WAS PENDING?
The airline loses $ with pro-active courtesy notifications. Itís better if youíre not told.

Enjoy the FT pile-on.
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Old Mar 20, 19, 10:42 am
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Unfortunately this is precisely covered in the T&Cs. You must have points go into the account every 24 months to keep it active.

Not very friendly, agreed, but quite clearly stated.
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Old Mar 20, 19, 11:07 am
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Originally Posted by toomanybooks View Post
Not very friendly, agreed, but quite clearly stated.
UA: 'United may, but shall have no obligation to, send a Member a notification of miles nearing expiration.'

AA: 'Your wallet shows the number of miles you have and the earliest date they could expire. All miles expired from December 2002 onward are eligible for reactivation for a fee.'

DL: 'Miles do not expire.'
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Old Mar 20, 19, 11:17 am
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Originally Posted by LegalTender View Post
UA: 'United may, but shall have no obligation to, send a Member a notification of miles nearing expiration.'
That's hilarious! I have like 5000 residual Skymiles from at least a decade ago (when I chose to no longer fly UA due to repeated service failures). And I have gotten at least three mailings a year, every year, offering me magazine subscriptions for those points "before they expire!". Because I'm not a magazine reader, these mailings get round-filed unopened.
As far as I can tell, these Skymiles will never expire.
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Old Mar 20, 19, 11:21 am
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IM SO MAD IM GOING TO FIND THE FIRST INTERNET FORUM I CAN POST ON TO RANT ABOUT SW BECAUSE I DIDN'T READ THE T&C OF THE PROGRAMS I PARTICIPATE IN

/s
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Old Mar 20, 19, 11:59 am
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and OP was never heard from again.
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