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Topic: WN Website/Call Center Problems Today?
Username: Iloveboeing
Posted 2009-10-04 11:30:19 and read 1893 times.

Hi, everyone! My parents are flying WN from BWI to MCI this evening. They tried to check-in online several times, but it said their itinerary wasn't eligible for online check-in, even though they had done on-line check-in when they flew a few days before.

They tried calling the number that was provided, but it said they would have to wait an hour and a half to talk to someone. Apparently the call centers are being flooded.

Anyone know what's going on?

Thanks!

Topic: RE: WN Website/Call Center Problems Today?
Username: TxAgKuwait
Posted 2009-10-04 19:29:32 and read 1757 times.

As far as the check-in goes...here's my take on it.. (It happened recently to a friend of ours who flew over to visit).

She flew in on a advance purchase fare but flew back on a Sr Citizen fare.

When you are booked on a Senior Fare, you cannot check in online because it requires a proof of age. Same thing with Military Fares.

She was able to check in online with no problem, as no age verification was required.

Not sure why they had trouble getting thru on the phones, however....unless they were trying a number at the Dallas General Office where you can get "pre-registered" in their system to be able to check in online with Senior Fare tickets. The way that works is you can either go in person, or send WN some age documentation and they will tie your Rapid Rewards/Age/Name/Other personal info together so that the system knows it is okay to let a person check in online for a Sr Fare.

If they were trying to call Res...even when wx is nasty nationwide and flights are affected you usually get the recording where WN will call you back.

Topic: RE: WN Website/Call Center Problems Today?
Username: GentFromAlaska
Posted 2009-10-05 09:19:51 and read 1658 times.



Quoting TxAgKuwait (Reply 1):
you can either go in person, or send WN some age documentation and they will tie your Rapid Rewards/Age/Name/Other personal info together so that the system knows it is okay to let a person check in online for a Sr Fare.

Excellent information. Any idea what telephone # seniors should call at the DAL headquarters?

Thanks In Advance

Topic: RE: WN Website/Call Center Problems Today?
Username: HT
Posted 2009-10-05 14:20:55 and read 1591 times.



Quoting Iloveboeing (Thread starter):
Anyone know what's going on?

Probably tons of customers trying to respond to WN's latest eMail asking to update personal information in profile.
Quote from eMail:

All Southwest Airline Customers are able to update their account information once so that it is compliant with TSA requirements. It is recommended that you do so before your next flight to minimize your chances of being delayed or held in TSA security check-points.

If you have reservations for future travel, and booked without full name, birth date, and gender, there is no need to add this additional information prior to your upcoming trip.


Expressing the last sentence the other way around, pax need to provide info to res.center if their personal details are not yet in their booking.

BTW, WN's website keeps stating incorrect errors when I try to update my personal info as I have a out-of-country address ...

-HT

Topic: RE: WN Website/Call Center Problems Today?
Username: AirframeAS
Posted 2009-10-05 14:25:38 and read 1585 times.



Quoting GentFromAlaska (Reply 2):
Any idea what telephone # seniors should call at the DAL headquarters?

I don't think that would help because......

Quoting TxAgKuwait (Reply 1):
When you are booked on a Senior Fare, you cannot check in online because it requires a proof of age. Same thing with Military Fares.

I agree with TxAgKuwait. WN is not the only airline that has this policy in force. I remember that AS also has the same policy, too.

Topic: RE: WN Website/Call Center Problems Today?
Username: Chrisair
Posted 2009-10-05 14:26:37 and read 1579 times.



Quoting HT (Reply 3):
Expressing the last sentence the other way around, pax need to provide info to res.center if their personal details are not yet in their booking.

Not sure how you get that. But, you don't need to add secure flight info to previously booked reservations.

Topic: RE: WN Website/Call Center Problems Today?
Username: BNAtraveler
Posted 2009-10-05 15:23:48 and read 1565 times.



Quoting AirframeAS (Reply 4):
Quoting GentFromAlaska (Reply 2):
Any idea what telephone # seniors should call at the DAL headquarters?

I don't think that would help because......

I know this is a bit off topic, but if you want to be able to check-in online and have purchased senior fares then your age in your RR account must be verified in advance. This is a very simple process - go to the TICKET COUNTER (not kiosk counter) at any WN station and they can update your RR record. To check to see whether or not yet have been verified, log into your RR account, click on ACCOUNT DETAILS and in the middle right of the page there is a field that says for most people "Age Verified: No"; if it says Yes then you have been verified in person and can OLCI for senior fares (if qualified).


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