Superb Customer Service (once again)
Jun 23, 2009, 7:33 pm
#1
Original Poster
Join Date: Aug 2001
Location: LAS
Programs: SWA
Posts: 1,320
Superb Customer Service (once again)
Today, as I was attempting to book two award tickets as the window opened, I discovered that one of my awards had been nibbled.
The backstory: Mrs Irabk is the specified companion for my Companion Pass. For a recent trip to Vegas with a buddy, I had booked two award tickets. I then had a DUH! moment, and remembered that I could change the designated companion on my CP. After Mrs Irabk & I returned from our trip, I changed the CP to my buddy, booked the CP ticket for him, and then canceled the award ticket. Upon our return, I called again and changed my CP back to it's rightful owner (Mrs Irabk). This all transpired without incident.
Back to today. Booking our two award tickets (one each for the Mrs & me) as the CP expires at the end of October & I won't be qualifying again, I booked the outbound with one of her awards. No problem. Log into my account, go to book her return trip and the "B" half of the ticket is being used.
Canceled the booking and looked at my awards listing. The "A" side had been used for one part of the CP ticket. Called the 800 number, and explained the situation. Yes, I had the cancellation for the award reservation, I answered. Yes, I had accompanied the CP ticket holder on the trip, I answered. Please hold, I was asked. Hold I did. On her return I was informed "This is a Rapid Rewards issue. You will need to call them". As I suspected. Call them I did.
After only 3 or 4 busy signals and a 5 minute hold time, I was pleasantly greeted, identity confirmed, and allowed to explain my entire tale of woe
.
"Please hold for a moment", he said. Less than two minutes later, he returned. I can see everything you are telling me right here. The "A" side of the award is gone. So sorry for the inconvenience. However, he then tells me he will issue a new "A" side award, with an expiration date of one year from today. Thank you very much and I was on my way.
5 minutes later, there it was, in my account, all bright and shiny new, good until 6/23/2010.
Of course, I used one half of an award expiring in March. No sense wasting 3 extra months on an award.
The backstory: Mrs Irabk is the specified companion for my Companion Pass. For a recent trip to Vegas with a buddy, I had booked two award tickets. I then had a DUH! moment, and remembered that I could change the designated companion on my CP. After Mrs Irabk & I returned from our trip, I changed the CP to my buddy, booked the CP ticket for him, and then canceled the award ticket. Upon our return, I called again and changed my CP back to it's rightful owner (Mrs Irabk). This all transpired without incident.
Back to today. Booking our two award tickets (one each for the Mrs & me) as the CP expires at the end of October & I won't be qualifying again, I booked the outbound with one of her awards. No problem. Log into my account, go to book her return trip and the "B" half of the ticket is being used.
Canceled the booking and looked at my awards listing. The "A" side had been used for one part of the CP ticket. Called the 800 number, and explained the situation. Yes, I had the cancellation for the award reservation, I answered. Yes, I had accompanied the CP ticket holder on the trip, I answered. Please hold, I was asked. Hold I did. On her return I was informed "This is a Rapid Rewards issue. You will need to call them". As I suspected. Call them I did.
After only 3 or 4 busy signals and a 5 minute hold time, I was pleasantly greeted, identity confirmed, and allowed to explain my entire tale of woe
."Please hold for a moment", he said. Less than two minutes later, he returned. I can see everything you are telling me right here. The "A" side of the award is gone. So sorry for the inconvenience. However, he then tells me he will issue a new "A" side award, with an expiration date of one year from today. Thank you very much and I was on my way.
5 minutes later, there it was, in my account, all bright and shiny new, good until 6/23/2010.
Of course, I used one half of an award expiring in March. No sense wasting 3 extra months on an award.
Jun 24, 2009, 6:51 pm
#2
Join Date: Aug 2004
Programs: HHSilver;SWACompanion;AA;CO
Posts: 252
I've had the same experience with SW CS.
During one of the recent times when SW site issues were popping up with using Ticketless Travel Funds, I was booking multiple tickets and suddenly found myself missing nearly $100. I called CS and they couldn't figure it out----but never once made me feel like I was an idiot--so they sent it to a specialist for analysis.
I received several status calls telling me that they were working on it and that if they could't figure it out in 72hrs. that they'd call and we'd discuss options. I was called in 48hrs. and told that they'd found the problem and re-instated the funds. Just getting the new locator numbers straightened out took over 5 mins.
Not one person I spoke with seemed impatient or uninterested. Still another reason that I am SW loyal.
During one of the recent times when SW site issues were popping up with using Ticketless Travel Funds, I was booking multiple tickets and suddenly found myself missing nearly $100. I called CS and they couldn't figure it out----but never once made me feel like I was an idiot--so they sent it to a specialist for analysis.
I received several status calls telling me that they were working on it and that if they could't figure it out in 72hrs. that they'd call and we'd discuss options. I was called in 48hrs. and told that they'd found the problem and re-instated the funds. Just getting the new locator numbers straightened out took over 5 mins.
Not one person I spoke with seemed impatient or uninterested. Still another reason that I am SW loyal.
Jun 24, 2009, 8:42 pm
#3
Join Date: Aug 2000
Location: Edmond, Oklahoma
Programs: DL Gold, UA Ag Muti-year WN Companion Pass, A+, Hilton Diamond, Marriott Plat Ntl EmExElite
Posts: 941
I don't think I have ever had a bad experience with Southwest's Customer Service. They always will listen to your explanation, and they always give me impression they always want to solve a problem. Unlike some other airlines they don't seem to hate their job and take out their frustrations on the customers.
They also don't automatically assume you are attempting to cheat/defraud or otherwise pull something over on them when you call with an issue, and usually when they fix something where they have had a problem they tend to give you something a little extra. Sort of like a good friend who when you loan him your car he returns it washed and with more gas than was in it when you gave it to him. You tend to remember those things.
I hope the customer service culture of Southwest never changes. I remember when they started with just Houston, Dallas and San Antonio, and were the maverick anti-airline. Over the years I have seen Herb on many flights and the almost rock-star image he has with his employees. You don't see many CEO's publicly using the product they sell. You also don't see a lot of CEO's actually listening to a line level employee who feels comfortable enough calling the CEO by his first name and telling him about an aspect of his or her job. When you see this in person you suddenly understand why Southwest has been profitable in an industry that tends to lose money that is beyond comprehension.
There is a lot of Herb in Southwest, and I am guessing it probably it must be a pretty good place to work judging by the attitude of most of the employees there.
I've always jokingly said about Southwest that they underpromise and overperform, but I think that while it might initially sound like negative it is a very refreshing way to do business these days. I am always leary of companies that tout they won any outstanding service survey. Generally when you have to keep reminding people that you are great, you no longer are.
But hey, I'm preaching to the choir here. Threads on this form with words like "superb" and "exceptional" are about as common as finding the words "lousy" or "crummy", or "will never fly again" over on the American Airlines thread.
They also don't automatically assume you are attempting to cheat/defraud or otherwise pull something over on them when you call with an issue, and usually when they fix something where they have had a problem they tend to give you something a little extra. Sort of like a good friend who when you loan him your car he returns it washed and with more gas than was in it when you gave it to him. You tend to remember those things.
I hope the customer service culture of Southwest never changes. I remember when they started with just Houston, Dallas and San Antonio, and were the maverick anti-airline. Over the years I have seen Herb on many flights and the almost rock-star image he has with his employees. You don't see many CEO's publicly using the product they sell. You also don't see a lot of CEO's actually listening to a line level employee who feels comfortable enough calling the CEO by his first name and telling him about an aspect of his or her job. When you see this in person you suddenly understand why Southwest has been profitable in an industry that tends to lose money that is beyond comprehension.
There is a lot of Herb in Southwest, and I am guessing it probably it must be a pretty good place to work judging by the attitude of most of the employees there.
I've always jokingly said about Southwest that they underpromise and overperform, but I think that while it might initially sound like negative it is a very refreshing way to do business these days. I am always leary of companies that tout they won any outstanding service survey. Generally when you have to keep reminding people that you are great, you no longer are.
But hey, I'm preaching to the choir here. Threads on this form with words like "superb" and "exceptional" are about as common as finding the words "lousy" or "crummy", or "will never fly again" over on the American Airlines thread.