Southwest Airlines sale glitch debits thousands out of some customers’ accounts

Discussion in 'Southwest Airlines | Rapid Rewards (w/ AirTran)' started by sobore, Aug 4, 2012.  |  Print Topic

  1. sobore
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    sobore Gold Member

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    http://www.wxyz.com/dpp/money/consu...bits-thousands-out-of-some-customers-accounts

    here’s a big uproar developing over a Southwest Airlines sale.
    The sale was supposed to save customers 50% on select tickets, but instead, many found their accounts charged thousands of dollars.

    We got a call from one of our viewers who tipped us off about the problem.
    She tells 7 Action News her debit card ended up being charged 28 times for the same ticket.
    If you look at Southwest’s Facebook page, you’ll see she’s not alone.
     
  2. milchap
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    milchap Gold Member

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    The revenge for all those mistaken fares on other airlines ? :D
     
  3. uggboy
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    uggboy Gold Member

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    Extra fees?:D
     
  4. RestlessLocationSyndrome
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    RestlessLocationSyndrome Silver Member

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    I'll have to ask my g/f to check if this happened to her.
     
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  5. MX

    MX Gold Member

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    That's one reason I love Citibank's "Virtual Account Numbers" (i.e. single vendor temporary credit card numbers). You can specify a dollar limit, and it will not accept a charge above it. It will also reject more than one vendor charging the same number - which is useful if the number gets stolen online.
     
  6. dhammer53
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    dhammer53 Gold Member

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    I hope they get to keep all those extra miles. :D
     
  7. Kalboz
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    Kalboz Gold Member

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    That's just great :confused: they offer half off, and then double charge! Computer glitch or not ... this is a PR disaster!
     
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  8. kwai
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    kwai Gold Member

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    One man's disaster is another benefit. I'm sure COdbaUA will take a look at this playbook. ;)
     
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  9. RestlessLocationSyndrome
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    RestlessLocationSyndrome Silver Member

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    My g/f ended up getting charged 79 times. I'm pretty sure that's more than half the plane just to herself!
     
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  10. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    At least she doesn't have to rush to get checked in at T-24
     
  11. sobore
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    sobore Gold Member

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    Southwest customers billed up to 20 times for single flight


    http://www.bizjournals.com/atlanta/morning_call/2012/08/report-southwest-customers-billed-up.html

    A sale designed to celebrate Southwest Airlines (NYSE: LUV) reaching the 3 million mark in Facebook (Nasdaq: FB) fans was supposed to give customers who booked flights on Friday a 50 percent discount on certain fares – but a “technology glitch” resulted in hundreds of frustrated customers posting stories on Facebook about being charged up to 20 times or more for a single ticket, the Associated Press is reporting.

    Some would-be-fliers complained of drained checking accounts, overdrawn credit limits and canceled bank cards, the news service reported. Several said they had to wait hours when they called Friday and Saturday to talk with Southwest representatives, AP added.
     
  12. Sedosi

    Sedosi Gold Member

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    Are you sure you're not from Houston? Because Houstonians are finding unique ways to blame United for this.
     
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  13. kwai
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    kwai Gold Member

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    I blame Houston for all of UA's ills. So yeah, I'm pretty sure I'm not from Houston.
     
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  14. Sedosi

    Sedosi Gold Member

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    $mi$ek is not a Houstonian. For that matter, most Houstonians aren't Houstonians these days. ;)
     
  15. RestlessLocationSyndrome
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    RestlessLocationSyndrome Silver Member

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    Apparently SW has started to notify customers that were affected that they will be given $150 travel vouchers for their mistake and inconvenience. This is in addition to reimbursement for the debit card fees that have been mentioned elsewhere.

    I think UA could really learn something about how an airline should react and handle their mistakes.
     
  16. HaveMilesWillTravel
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    Which UA mistake are you thinking of in particular that is perhaps similar in nature?
     
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  17. Sedosi

    Sedosi Gold Member

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    I have to agree, a friend and I were talking about this and, on the historical e-commerce goof-up scale, emptying out the accounts of hundreds of customers ranks pretty high up there. This goes beyond the "mechanical delays ruined my vacation" type of problem.
     
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  18. ConsultingChris

    ConsultingChris Silver Member

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    While some media outlets might treat as a negative on Southwest, dealing with their customer service in the past it sounds like they will make everything right. My wife performed an emergency resuscitation in the middle of a Southwest flight and we got a letter a few months later from a customer service director saying that they were deeply sorry that they did not thank her sooner and gave us extra travel vouchers as an apology.

    In my travels, as much as Southwest might stink from a perks for loyalty perspective, they have always been great to deal with when I have needed to change flights or make modifications to my reward bookings.
     
  19. WormHole
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    WormHole Silver Member

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    "As you are all too aware, the overwhelming response from Customers who took advantage of our August 3 limited time offer created website performance issues at various times during the weekend, and in some cases, created multiple charges to some of our Customers' accounts. We sincerely apologize that you were one of the Customers who incurred multiple holds on your credit or debit account.

    We hope you are willing to give us another try. We are confident that if you allow us the opportunity, you will have a better experience the next time you book, and as a gesture of goodwill, we're sending a $150 Southwest LUV Voucher (in a separate e-mail) that we invite you to apply toward the purchase of a future Southwest reservation. The e-mail with the LUV Voucher code will arrive within the next few days."

    Gracias, SWA.
     
    HaveMilesWillTravel likes this.

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