[Fabfiftys]

"If there is a seat available, you can redeem your points for it." Well, I was able to find a free seat on the flight to my destination. When I asked about the return flight, I was told "there are no free seats available". Not "every flight on that day is booked", just not available. This was my first and last time trying their RR program. I've accumulated a lot of points since the first free trip I received by getting their credit card, but I'm not going to continue using SWA. I've emailed SWA also, but so far no response or explanation from them.

[katm]

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.

[Gromit801]

When you call SWA, does a foreign sounding guy answer, "Hello, my name Peggy." Sounds just like that latest TV ad.

[jimworcs]

All airline rewards schemes are a scam... I would recommend you select your trip on price, convenience and service and avoid any loyalty scheme.

[True_Grit]

I joined the growing list of duped customers a little over a year ago when I got the Chase/SWA credit card. I requested this card because of the "no restrictions, no blackout dates" false advertising SWA still uses today.

In October 2011 I decided to make a trip from LA to Orlando to visit family. I thought that it might be a good idea to purchase the ticket for that trip and then use my rewards points for another flight at Christmas. Well as you can guess (like you need to) there were no rewards flights available anytime for a week or more on either side of the holidays. I called SWA to question this and was told "we do not have restrictions or blackout dates but rewards flights aren't always available."

WHAT??????

No rewards flights available is no different than blackout dates or restrictions to the average customer but apparently it is something different to the SWA legal team. Somehow they have found a loophole allowing them to claim they offer something they do not legally.

I have contacted SWA many times on this issue and always get the same circular response. My policy now is to use the SWA credit card to purchase my flights on other airlines at all times. Once I have enough points to fly and can actually find a flight only then will my feet cross the threshold of a SWA 737.

[azstar]

All airlines, including Southwest, are masters of deception when it comes to advertising and communicating their policies.You always have to check their websites for details. This is a quote from Southwest's website:

Rapid Rewards Points can be redeemed for any available seat on any Southwest Airlines flight. The number of points required to purchase a reward flight on Southwest Airlines is based on the advertised fare for the fare product purchased and will be available through the flight booking process on www.southwest.com.

I interpret this to mean that a) the flights were completely sold out, or b) the lowest fares, using the fewest reward points, were sold out and you didn't have enough miles in your account for a higher fare category.

[jimworcs]

I would, just to irritate them, send a copy of their advertising, along with the website advice and proof that seats were available through a screenshot, to the State Attorney General's office. It is blatently a deceptive advertising practice... if it walks like a duck and talks like a duck....it's a duck.

[jena]

Originally Posted by katm

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.

I'd swear I wrote this post.... I know I didn't since I only heard of this site from an issue earlier in the year in the Reader's Digest on one of many flights from this year with DIFFERENT airlines that were not southwest. I save Reader's Digest issues I get in the mail and bring a few with me to read when I travel, so I don't remember the issue.

I never got to use my "reward" for flying with SW all the time under the old program with flight coupons, got hosed on a reinstation fee only for them to be expired again since none of the flights and "available" seat days have ever been open or avail.

I've found flights on other airlines, and even adding in the checked baggage fees to totals with the other airlines.. the "free" bags thing with SW isn't so free when my tickets with competitors have run me less.

Count me in the list of ex SW customers due to their deceptive Rapid Reward BS program.