Their new reward program is incredibly confusing. First you earn credits, then you earn points, then you have to convert your unused Southwest converted credit to points, back to credits. I had two rewards expire and Southwest has a $50 fee to reinstate expired rewards. When I explained to them how confusing their new system is, they agreed and said they would not waive the reinstatement fees. I wrote a letter to the president of the company and got a response back repeating that they would not waive any fees, even the fee associated with the expired reward that was just yesterday! This, after writing to them in plenty of time to let them know the reward was going to expire and that I need their help before it does. A week later they contacted me - a day AFTER my reward expired and now I have to pay $50. I've been a customer for over 15 years. I hope they find value in losing me for $100.
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