I feel bad even posting this in light of the trauma that the travelers went through recently as well as the woman who passed away on the NY to Dallas Flight, stopping in Phil.
So tragic, may prayers and thoughts of many comfort this womans family as well as the injured on the flight.
I am VERY DISAPPOINTED in SW customer service. This past Saturday, attempted to transfer 2,000 points on line from my RR account to my DH RR account, using the SW site for $20(I intended on using my SW Visa RR Credit Card to pay for the $20 fee to transfer). The site alerted me that "Sorry something went wrong with the transaction, your credit card was not charged". So, I tried again, same message came up. Ok, I know that this card is fine, so I called SW Visa and they told me that the $20 was charged TWICE. I called SW back again and the points were not transferred, but now I have TWO $20 inappropriate charges on my A/C. The reason for my outrage is this happened at 7:45AM on Saturday and was told that NOTHING could be done until Southwest Customer Relations opened up in Texas until Monday morning at 8am. I explained my dissatisfaction to a Supervisor that from 7:45Am for a corporation that is a 24 hour a day business, that IF something went wrong with their website, that SW Customer Relations is NOT servicing customers 24 hours, but instead operates in a Mon thru Friday mode. When I called back Monday morning, I explained the situation and explained that I had wanted to transfer the 2,000 points over the weekend to make flight reservations for my DH and me. I explained I was "held captive" by what I believed was a lack of customer service and that I was in a holding pattern all weekend and could not make the reservations because I was booking on points and needed the 2,000 point transfer to book the reservation. I asked if because of the practically 2 or 3 hours of wasted time, I would like the $20 to be considered "GRATIS" due to my inconvenience. Unfortunately, I went through two layers of Customer Relations in Texas, they were UNABLE TO OFFER ANYTHING, not even a lousy $20 free transaction fee to transfer my points for our inconvenience.
As of Today, these TWO $20 charges which were erroneously charged are still pending. I just spent another half hour speaking to yet a third Customer Relations Person in Texas and was upset that these 2 $20 charges are still pending as of today and these charges dates back to Saturday, April 14th.
So, after spending another half hour just now, the SW Customer relations Rep finally took the information and will send a Hold and Release Form to Southwest Rapid Rewards Visa. I will have to wait now another 5 to 7 business days for these pending charges to drop off. HERENDOUS customer service for an airline!