Southwest Airlines review by Danelle 2017-05-16

Beware to those of you who think you are "loyal" Southwest fliers! Take it from the lady who flew SW for years & recently got burned by them. They pride themselves on their customer service, but let me tell you it is a front. I booked a flight with my 18,000 points (yes that's right POINTS because I WAS a LOYAL customer) & I went through the entire process per usual. I happen to log onto my SW account yesterday (2 months after I booked my flight) & noticed my points said zero when last time I looked I still had some points. When I called, they decided to inform me that a system error occurred & they allowed me to book an upcoming flight with points that would expire before the flight & there's nothing they can do about it even though it's THEIR system error and now I am out 20,000+ points. They went on to blame me for not knowing the expiration date and not knowing that you can't book flights with expired points (never did I receive an email or ANYTHING informing me of this). Their point system/customer service is a hoax. They continued to tell me theyre working to get this problem fixed but they would offer me the same fare price as when I booked it. Guess what it's the same price