Yesterday, we launched our long-awaited Rapid Rewards program. With any implementation of this magnitude, there are bound to be some issues. While we are very proud of the All-New Rapid Rewards, we know that many of you were affected by our system problems, and we would like to take a moment to apologize if you have been inconvenienced. Please know that we have been focused on your needs and your questions. As a matter of fact, we’d like to answer a few of those common questions here. In addition, we’ve created a brief video to give you an overview of what your account now looks like on southwest.com and how to find some of the information that you care about the most.
Question: I know I had credits in my account before the launch of the new program, why does my account say I have 0 points?
Answer: In the new program, your existing credits are safe and secure. You will still be able to use existing credits by converting points earned in the new program into credits from the old program (1,200 points = 1 credit) to reach 16 credits (enough for a Standard Award). Until you have flown in the new system or used a Rapid Rewards Partner, you will show 0 points. Please be patient as we work on loading all of your points earned since March 1 into our new system.
Question: Where can I access my old Credits and/or Awards?
Answer: Once you have logged into your Rapid Rewards account, look for the blue account bar on the right side of the screen underneath your name and Member number. You will see the following options: My Travel, My Cart, My Rapid Rewards, and My Travel Guide. Click on “My Rapid Rewards,” and “Credit & Award Status” will display at the bottom of the expanded window. Click on “What Happened to my Credits,” “What Happened to my Awards,” or “What Happened to my Credits and Awards” to take you to the page showing your Credit and/or Award information. The bar diagram will show you how many existing credits you have and how many points are needed to earn a free flight award. If you have Awards from the old Program, scroll down a bit from the bar diagram and click “Go” under “What About My Awards.” On the next page you will see your old Awards and are able to book them by clicking “Book Now” in the green shaded area.
Question: Can my Standard Awards from the old program be used to book any seat on any flight?
Answer: All of the rules for the old program, including applicable seat restrictions and blackout dates, apply to your remaining Credits and Awards. When you use your points to book a reward under the new program, you will enjoy the benefits of being able to book any seat, on any flight, any day.
Question: I was close to earning A-List or Companion Pass Status based on the rolling year, but in my account information, it looks like it restarted at the beginning of the calendar year. Why is that?
Answer: With the All-New Rapid Rewards, we are moving to a calendar year for earning status in the program. However, to honor our commitment to you from the old program, you may earn A-List or Companion Pass status based on either the rolling 12-months or calendar year. When you login to your account on southwest.com, you will only see your progress tracked based on the calendar year. We are working on having your progress tracked based on the rolling 12-month qualification displayed in your monthly Rapid Rewards Report e-mail. You can expect your next monthly report within the next few weeks if you have signed up for it online. If you have not previously signed up for this report, click here.
To review all Frequently Asked Questions about Rapid Rewards, click here.
Stay tuned...we have some exciting things in store for our Rapid Rewards Members in the near future to help us celebrate the new program.
Comments
Why not post the progress tracking based upon the 12-month rolling period in the RR account section of southwest.com?
We are working on having your progress tracked based on the rolling 12-month qualification displayed in your monthly Rapid Rewards Report e-mail.
Does this mean there will be no web pages showing, for example, all credits earned during the previous 12 months? That would be a major loss in functionality.
Regardless, I'm glad you used this forum to inform customers who were counting on rolling qualification and were puzzled why it's completely missing from their status screens. A simple message to look for that information in regular Rapid Rewards Report e-mails would be a big help and reduce phone calls. You also ought to urge A-Listers and Companion Pass holders to sign up for the Rapid Rewards Report e-mails if they have not already done so!
Good idea... by the way how do you sign up for the Rapid Rewards Report e-mails?
Implementing a new program is not easy but having so many bugs still to be worked out and credits updated later is not encouraging to customers. It feels like you're getting a gift on your birthday but being told you can't open it for 6 weeks! Very disappointing!!
I understand that new systems have issues and will try to be patient. I paid for two early birds on my flight yesterday from vegas, checked in online on my phone with the intention of printing at the airport...bad choice. Then I found out that those with printed boarding passes boarded first and hand written was just a free for all so what exactly did my money get me???? I had only carry on so free bags didn't cover it.
Tried to book another flight today with my rapid rewards, was told its$25 to reissue my FREE tickets I already earned but ur system doesn't acknowledge, losing the luv quickly.
I have been unable to book with my existing free pases also. Do I have to pay the conversion fee of $50 to use now?
I followed your instructions and I found the credits I had from before the conversion however what I don't see anywhere are the 3 awards I had already earned.... I plan to use them in the next few days to book a family vacation this summer. I also don't see, in my Rapid Rewards, a reservation I made earlier this week or ANY history of travel. Is the travel history being uploaded still or will it not be loaded?
I LOVE Southwest Airlines and will only fly with you if I have the chance. I love how easy it is to book flights, how friendly and helpful your staff is, how wonderful your flight crews are I just can't say enough good things. I know a big project like this can cause many unforseen problems, but just remember SWA people - it will get better soon! And in the meantime, hang in there. There are so many GREAT things about your airline, I am sure people will get over these "bumps in the road" before long and will remember what a great group of people you are!!!!!!
I'm not able to find where to book a companion pass flight. On the old site, I could find a spot to redeem an award, or switch to a link to book a flight for my companion pass, but having trouble finding it today.
Yes- I have been trying to do that, too. Please tell us when you anticipate that feature to be available- don't leave us hanging. If I can't arrange it by Friday, I'll just need to go ahead and pay to secure the flight.
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