Call centers at Southwest Airlines Co. have been swamped by customers with questions and complaints about its revamped frequent-flier program.
On Thursday travelers were sorting out the new rules that reward them for how much they spend with Southwest rather than how many flights they take.
The introduction of the new Rapid Rewards program was fouled by technology glitches last week. Customers couldn’t see their accounts or book free flights.
Those problems have mostly been solved, said Southwest spokesman Chris Mainz, but he said the airline was getting a “high” volume of calls.
“Call center representatives have worked thousands of hours of overtime and we have brought in temporary employees to help,” Mainz said, although he didn’t have specific numbers.
Some Southwest customers have gone to Facebook and even the airline’s own blog to complain about changes in the loyalty program.
Customers used to earn a free flight after paying for eight round trips. It was possible to earn a reward with short, cheap trips and cash in for a cross-country flight.
Now rewards are based on points, and customers who buy higher-priced tickets earn more of them than those who only book the lowest fares, which Southwest calls “Wanna Get Away.”
Mainz said the customer reaction has been mixed to Southwest’s first major changes since it started Rapid Rewards two decades ago.
“Anytime you change something that has been in place so long and has become so familiar to people, it will take some time to adjust and accept the change,” he said.