Flight Credits Don't Expire
My Digital Experience team implemented a significant policy change across all digital channels—flight credits no longer expire for Rapid Rewards Members.
The Change
Previously, flight credits had expiration dates that customers needed to track. With this change:
- No more expiration dates - Credits remain available indefinitely
- Clear visibility - “None” displayed where expiration dates previously appeared
- Consistent experience - Updated across all platforms simultaneously
Phased Implementation
We rolled out this change across all digital touchpoints:
Phase 1 - My Account
- Updated expiration display in account views
- Launched on Desktop (July 28), followed by mWeb and apps (September)
Phase 2 - Self-Service Flows
- Flight Credit Lookup - Updated to show no expiration
- Booking/Change Fund Application - Clear indication when applying credits
- Purchase/Change Confirmation - Updated confirmation messaging
- Cancellation Confirmation - New credits created without expiration
Cross-Platform Launch
The implementation required coordination across:
- Desktop web
- Mobile web
- iOS app
- Android app
- SWABIZ corporate booking
Customer Value
This change removes a pain point for customers who previously had to track expiration dates or risk losing their credits. Now, flight credits earned through cancellations remain available whenever customers are ready to travel again—providing peace of mind and demonstrating Southwest’s commitment to flexibility.
Delivered a major customer-friendly change: flight credits that never expire, implemented across all digital touchpoints.
