Randy Petersen
Good evening all and welcome back to FlyerTalk Live! where we bring you the best and brightest people in the industry - those who run the frequent traveler programs that you all have come to love. Tonight we welcome a person and program that over the years has become a real favorite of mine. The Southwest Rapid Rewards program is simple to understand and more importantly, simple to use and enjoy the benefits of. I have found it refreshing to watch this program develop over the years and just like the airline itself, they do one thing and do it well. And who could complain how Rapid Rewards has earned a reputation for being so member friendly with its no controls for award use? Representing Rapid Rewards tonight is the person I most respect, someone who earns high marks in the entire industry. Please welcome Susan Kirkelie (Sr. Director of Marketing Programs) of the Freddie Award winning Rapid Rewards program... I hear applause.......

Randy Petersen
Tonight i think we'll have a lot of fun with Susan as she wants to fly without a net. She is going to welcome all your questions. No pre-answered or pre-asked things for her.....she's the real thing. So, have we nay questions or shall i start things off?

Tolarian Wind
Ok, question for Susan..... now that the other airlines are coming closer to WN in being a "limited service" airline (food, amenities, etc) Is there any chance that you will add some benefits for your frequent business customers, Priority Boarding? etc.....

Susan Kirkelie
Southwest in committed to offering the same dependable service you have always known us for... low fares and great convenient flights. We have limited "frills" to keep those fare lows, that will not change

cgachuck
SUSAN -- I'm also interested in what possible benefits may be provided for Companion Pass holders

Susan Kirkelie
Our Companion Pass holders are able to designate a someone to travel free with them for a year - that is the richest free travel benefit in the industry and we do not have plans to expand on that right now... we understand that free travel is the most important benefit we can offer and that the Companion Pass provides that for our most frequent flyers. I hope that is your feeling as well. To wrap up on that, we are pleased that we have been able to provide this benefit without restrictions on usage - any other "benefits" may jeopardize that.

Paul
NWA offers internet boarding passes. Self service has to be the cheapest way for an airline to cut costs. Is SW looking at self service check in? Especially for Frequent flyers?

Susan Kirkelie
We continually review our processes and how to make them as convenient and efficient for our Customers. Check in processes included... While I do not envision self serve kiosks in the near future, it is something we continue to review. Believe it or not, there are extensive investments in such a process - besides, we miss the chance to exchange smiles with our Customers! That is a great suggestion and something I wish we could do right away. Unfortunately, there are extensive systems issues and programming requirements for us to do that... Realize it would be added convenience for you, we continue to work towards that but I would not see us being able to change that for some time. Sorry, but thanks for confirming that request.

Sheryl
I think everyone would agree that the Comp Pass is one of the best perks in the industry, but there is clearly a consensus among biz travelers that WN could do a few things to make their travel experience easier, such as preferred boarding, which, like other pre-boarding, does not cost the airline anything. I'm speaking on the collective comments of those who participate on the WN forum on FT. I'm a leisure traveler myself.

Susan Kirkelie
Sheryl, thank you for asking this question - I was just wondering when it would come up tonight. Believe it or not, there is a cost to the airline to pre-board - one cost is to our Customers...with our frequent flights, many Customers enjoy arriving close to departure time. Inherent in our process is the idea that the earlier you arrive , the sooner you board. If we had the majority of our frequent flyers arrive close to departure and "bump" those that arrived early, it "cost " them time... Also, the greater the number of pre-boards, the more it take to manage the flight - that means more people and more ground time - that means more costs to Southwest - that means higher fares... One more point on that, one of our core values is egalitarianism - we value all our Customers and do not want anyone to feel they did not get treated fairly. So, if where you sit is important, arrive earlier. We do not want to cause delays for anyone. And, consensus says, no one wants to pay higher fares for this .

Tim
Does Southwest envision limiting reward seats on flights anytime soon?

Susan Kirkelie
We remain committed to provided Awards YOU CAN USE! To us, that means use your earned travel when you want to. We have no plans at this time to add restrictions on usage beyond the limited blackout dates - we know this is important to you. Thanks!

snelson
I have a question about Rapid Rewards. I have been trying, unsuccessfully, for several months now, to check on my Rapid Rewards account but can never get into the website, because it won't accept my code, even though it is correct. CI can never seem to get any phone help on the phone either because by the time I have free time to call, the office is closed, and there is no way for me to send e-mail to get help. Why is there no e-mail support?

Susan Kirkelie
We have chosen not to respond to e-mail because we do not feel we can support this channel of communication, at this time, to the same standards we provide in other Customer Service areas. That being said... I am not sure why your password is not working. Unfortunately, it does sound like you will need to request a new one on line or through our Customer Service numbers.

LGA_UAL
Does SW have any thoughts of going International

Susan Kirkelie
Great question! At any given time, we are looking at over 30 potential expansion destination. Additionally.. we have more demand for increased service between the markets we already serve that we have aircraft to serve... So, we have our hands full domestically for now and do not forsee expanding beyond that anytime in the near future.

cigarman
could you perhaps educate all the flyertalkers that WN is the code for Southwest not SW...

Susan Kirkelie
Well, it seems you just made a great start at that!... Wn is the code assigned for Southwest - we agree it does not make sense, but it's like a kid, you don't necessarily had much choice in decision. I am not sure why that is important, so how do you suggest that be communicated?

snelson
Could you be a little more specific? Just why is it so hard to respond to e-mail? Every other major carrier has some sort of e-mail assistance, which is a great help to those of us who work odd hours and can't call.

Susan Kirkelie
We feel e-mail communication, by nature, requires much faster responses - within moments if not hours. Live would be even better... We simply do not have the existing staff to support such an effort. Our Customers have always been very communicative with us - to "open up" e-mail, we feel, would be enormous... We take great pride in the consistent and personal Customer Service we provide. We strive to maintain the best response standards in the industry... we do not want to provide anything less than that - right now, delivering to that level of service for e-mail is cost prohibitive .

ctuttle
What about the ever popular rumor of Southwest going to Hawaii? Any truth to it?

Susan Kirkelie
nope

dbent
I understand that SW recently started a new email communication. What information will this one give me that Click and Save doesn't?

Susan Kirkelie
I am happy you asked about this. Yes, we just launched Rapid Rewards e-mail updates... While we encourage all Southwest Customers to subscribe to Click n Save, our weekly updates of fare sales and specials, including our lowest fares only available on southwest.com... our new e-mail option is solely for Rapid Rewards Customers.... it is a new way for us to communicate with our Members about company and industry updates as well as Rapid Rewards exclusive offers... During this critical time of economic impact for the airline industry, we move our efforts to provide this communication.... this allows us to continue the communication with our Members that we are temporarily not mailing as part of our cost-saving efforts... So, in addition to continuing with our full schedule of convenient flights, we added Rapid Reward online as a way to continue our communication with our most valued Customers. All Rapid Rewards Members are encouraged to sign up at southwest.com/rapid rewards/rremail!

Randy Petersen
Let me butt in for a second to again thank everyone tonight and especially for Susan's time. She's quick with the answers and it's all live! Please continue with the next questions....

ctuttle
Why isn't there a Palm PQA to access Southwest to check schedules/book tickets, etc.

Susan Kirkelie
ctuttle, with the ever evolving methods of communication and electronics, the options are endless... we are focusing on those efforts that bring the greatest convenience to the most of our Customers. This is simply not a need that has been greatly expressed, even though we know it is out there. It is on our radar, just not at the top of the priority list for now.

Randy Petersen
As we round out the hour here it seems we could go on for yet another, but I promised Susan I'd let her get back to planning bigger and better things for Rapid Rewards....

Randy Petersen
So, again, Susan you have been your usual wonderful self and tonight and in the weeks ahead many. many frequent flyers will get a chance to look over the questions and all your answers. Again thanks and I'll make sure that a special FlyerTalk t-shirt and pin are in the mail to you..... And Susan, the ads your airline has run since the events of Sept. 11 are the best, thanks for leading the other airlines back to business......

Susan Kirkelie
I am going to take advantage of this break to thank Randy and team for this opportunity to chat with you guys tonight - it has been the resilient return of our Customers that has made our work over the last few weeks gratifying. To spend some time with you tonight is a real treat. Randy, thanks again. Together, we will keep America flying!