Two companies, one promotion and a heap of frustration
— -- Question: Last September, I reserved a car from Budget through the Southwest Airlines website. The main reason I chose Budget was because it was offering a triple-points frequent-flier promotion.
A month after completing the transaction, I checked my Southwest Rapid Rewards account to see whether the credits were added. I saw that I was credited only .5 credits, rather than the 1.5 I was expecting. I called Southwest and they told me they have nothing to do with credits being added, and that I should call Budget. I called Budget and its customer service agent said they did request the 1.5 credits from Southwest, but that since it had been only one month since my rental, I should wait a little longer for the credits to post. In December, I called Budget again and they told me the problem is with Southwest.
I am really frustrated that I have spent so much time calling Southwest and Budget for a mere 1.5 credits. Can you help?
- Johansen DySeng, Chicago
Answer: Tracking down missing frequent-flier credit can be frustrating, and it's often more complicated when you have to deal with partner companies. DySeng felt he was getting the runaround from agents at both Budget and Southwest, who each pointed the finger at the other over his missing Rapid Rewards credits.
Southwest's frequent fliers typically earn .5 credits for car rentals. After acquiring 16 credits, members receive a standard award, which can be used for a round-trip ticket. Rental car companies and other partners routinely offer multiple-credit promotions, and DySeng spotted Budget's promotion for his upcoming rental and booked through the site.
Budget's promotion promised double credits for two-day rentals and triple credit for three days. Like all promotions, Budget's offer contained caveats: Renters had to book the reservation in advance and pick the car up at an airport, fly Southwest within 24 hours of the rental, comply with blackout dates, cite a coupon code and provide their frequent-flier numbers. In fact, I counted no fewer than nine requirements for the triple-credit deal.
