✅ Trip Verified
| Hartford to Tampa. The fact that we were significantly delayed tonight by 2 hr. 40 min. isn't even the motivation behind this review. It's not even the constant WiFi problems we experience every single flight. The main reason is Southwest's lack of heart. I was A-List Preferred and have flown SW exclusively for a few years now. I was three flights short in 2018 to maintain my A-List Preferred status, and I emailed them explaining that the reason I was short was because I was forced to fly Delta a few times due to Southwest cancelling or delaying the flights in question. It was such a light-hearted plea, too. I thought surely in the name of customer experience, they'll understand and appreciate the fact that I'm loyal to them still and they'll do the right thing. Not so much, unfortunately. Instead, I get this canned email response below. "We received your email and appreciate your taking the time to contact us. As a valued Customer of Southwest Airlines, your feedback is very important to us, and we welcome the opportunity to respond. A-List and A-List Preferred status provides lucrative benefits to recognize and reward our most loyal Customers, and we must rely on our Rapid Rewards Members to gain entry to these tier levels through their activity in the program. I truly understand your frustration given that you were only three flights shy of qualifying for A-List Preferred. In order to maintain the integrity of our Rapid Rewards program and continue to provide the perks associated with each tier status, we must consistently adhere to the program rules. Saying “no” to a request for tier status that has not been truly earned helps ensure that we are able to say “yes” to offering benefits to our qualifying Members in the future. Your patronage and loyalty has not gone unnoticed. It's our hope that you will continue flying Southwest Airlines as it would be our privilege to welcome you onboard for many years to come. Sincerely, Nancy, Southwest Airlines"