Southwest: Sinker of Dreams

——–\/ advertisement \/——–




——–\/ advertisement \/——–

This may not end up true as the top level of customer service doesn’t open again until Monday morning. However, that’s already after the flight was supposed to leave, and after a planned event my wife wanted to attend Monday Morning.

My wife and I are from Omaha, NE. Now we live in Phoenix, AZ. The wife has been going back to Omaha every Christmas since we moved down here. She has been planning and looking forward to it, this time with our year and a half old daughter, since the time was approved early summer 2016.

Tonight, I was out driving for Uber to try and make money to kill off debt faster than we have been. I get a text saying something is wrong with her check-in for the flight tomorrow. Says the name is wrong.

I think back, remembering how many times I double-checked to make sure it was her name when filling out the Rapid Rewards, since it kept wanting to put my name in. I remember being absolutely certain it had her name every time I submitted anything. And it did.

I call Southwest and ask them what the deal is, after having confirmed it does have my name instead of hers. They say they can’t do anything about it after the 30 day mark passes once the flight is scheduled. The 30 day mark passed in early November.

I tell her I was absolutely certain her name was in the field before I continued on at all. They said “this happens to so, so many people. It will populate the passenger name with the rapid rewards holder’s name during confirmation regardless of what was put in any fields before.” I said, ok? So, since it’s a known problem, just edit the 4 characters to what it should be, right?

Wrong. The only thing she said was possible was to cancel it and hope that spot opens up for the same price. Well, we did cancel it. And, naturally, no such thing happened. I did this phone call from my car, after a fare, 35 minutes across town from home.

She apologized and said she was sorry. I said, not as sorry as I’m about to be when I call the wife and tell her the news.

The wife wanted me to come home so we could try to figure out what we were going to do next. This sucks, because clearly I was out trying to make money to make advancement on some debt I would love to just get rid of entirely. But I do it, because I know my presence will make it easier for her to deal with disappointment on this scale.

I had a back-up plan. A card with a huge amount available I had shut off previously. I was told I could turn it back on whenever. I hate the idea of it because it’s almost paid off. Hate putting money on credit cards. So I called, and they said no. Nuclear option in case we desperately needed funds – rejected. I didn’t want to use it unless the care broke down during a low period in the savings account, but I guess that doesn’t matter now.

So, the wife is stuck home and depressed. The baby doesn’t get to get out of the house for a couple weeks. And I feel like it’s my fault for not logging into her email just to verify the confirmation email looked legit.

All this, after being on hold for 30-40 minutes, hearing the message “Southwest cares about you and your wallet. We will do everything we can to keep you happy, and save you money.”

Yeah. Apparently not (so far, barring whatever happens Monday.) Thanks again, Southwest.

——–\/ advertisement \/——–




——–\/ advertisement \/——–

UPDATE: 2016.12.19

    • Conversation started today
    • Erik James Rymer
      6:39am
15631226_1226527010772767_845609874_o
  • Erik James Rymer
    6:39am

    Erik James Rymer

    -edit-. RR changed the name to mine when it should have been Beth Smith and she looked at confirmation email but missed it. We showed family and most missed the difference too somehow.

     I’m on hold right now with option 5. 855.234.4654. Feel free to interrupt if you beat them to it. -edit-. Will update when they answer.

    Talked to someone, they canceled to try to get it again with right name, failed. Next guy I talked to said they absolutely could have just edited name. Then told me to call Monday. We have a flight paid for we can’t refund for the 28th for her. She’s pretty distraught.

    These conversations were Saturday night. I’m on hold right now.

  • Erik James Rymer
    6:53am

    Erik James Rymer

    On the phone, thank you

  • Erik James Rymer
    7:02am

    Erik James Rymer

    Worthless. “nothing we can do.” yeah right. Never using Southwest again.

  • Southwest Airlines
    8:13am

    Southwest Airlines

    Thanks for reaching out, Erik. We’re sorry to hear that your itinerary was booked incorrectly when you made the reservation on http://Southwest.com. Southwest Airlines tickets are nontransferable, so only you will be able to travel on the ticket. In order to prevent errors, we recap Passenger information during the booking process, send a detailed confirmation email, and allow a full refund within 24 hours of booking. We regret you didn’t catch it sooner and that we were unable to respond favorably to your request to change the name on the ticket. -Nicole

    Southwest Airlines – Airline Tickets, Flights, and Airfares
    Official Southwest Airlines website, the only place to find Southwest Airlines fares online. Book lowest airfare deals, view flight schedules, get flight status, and book rental cars and hotels.
    southwest.com
  • Erik James Rymer
    8:13am
    Erik James Rymer

    actually i submitted it correctly. but since the RR number was put in the field it was changed by the system.

    it was sent to my wife’s email and she missed it, because the name is so small in the email, and listed SMITH, ERIK. pretty easy to miss.

    pretty terrible that this is a common problem but “nothing we can do.”

    now we’re out the money for the return flight through the other company. so we lose big time because of a known bug in southwest’s RR submission system.

    =–=–==-=-=-=-=-=-=————————

    ——–\/ advertisement \/——–




    ——–\/ advertisement \/——–

     

1st, 2nd, 3rd, 4th people i talked to verbally on the phone, all acknowledged when you type the Rapid Rewards number in the field during confirmation, the system will change the name to the Rapid Rewards holder’s name. And that will show up on the final boarding pass – unless, apparently, caught within those first 24 hours.

They are well aware their system does this. And they refused to fix the situation. Sure, we can spend $550 to fly on what would have been a $145 ticket. Sure, we could buy the difference in rewards points, and I am not making this up at all, for over $800. That way we could use the points we have (including what was refunded) and….. yeah.  No.

I feel sick to my stomach and as depressed as ever.  I should have checked that email, considering how many times I checked the name and information I was filling out.  I stupidly thought, there’s absolutely no way it’s wrong. I was absolutely, without any doubt, certain, the information I put in was correct. And I know it was.  But I didn’t know about the bug.  And I didn’t check the email.

Then, to make things worse, the company I booked the return flight for her through doesn’t do refunds.  Which is pretty much everybody’s policy, fine. whatever.  But, on top of that, they wanted to give a $164 credit for use later.  And, to use that credit, they wanted to charge a $200 fee to access it at the time of trying to use it.

I actually laughed. I said, wait. So I paid $242 so far. And you are telling me $164 of that will carry over, if I choose to do so, so I can use later. And at that time, there will be a $200 fee to use it?  So I’ll be paying $200 to spend $164, thus spending $36 more than it costs? Why wouldn’t I just spend $200 somewhere and tell you guys to go fly a kite where the sun doesn’t shine?

I asked him several times if he’s aware of anyone ever doing that once.  The first several times he said some scripted nonsense that was unrelated. The last time, he started in and I interrupted him and said no, I’ve heard this too many times and I asked you a question.  He sounded uncomfortable and meekly said “No, no I’ve never actually heard of anyone doing that.”

No kidding?

My stupid taxes in 2016 are too god damn high.

——–\/ advertisement \/——–




——–\/ advertisement \/——–

Leave a Reply

Your email address will not be published. Required fields are marked *