Program Details
How many administrators can manage an account's RRC program?
One administrator
When are points deposited into the Customer's account?
The 25th of the month after. For example, points for June shipments will be awarded on July 25th.
During enrollment, the applicant receives an error. What might be a likely reason why?
1) The account already has a RRC number
2) They've entered in the wrong master account number
Do RRC points expire?
No, points never expire
Can location accounts earn Rapid Rewards Cargo points?
Location account shipment activity will contribute to the Master Account's RRC# total monthly earn. Points cannot be accumulated on the location account level.
How many points are earned per dollar?
1 point per dollar, unless the shipper and payer differ. In that scenario, the points would be split 50% each.
What activities are possible when logged into your account?
View earn on a monthly level, view recent redemption transactions, and book travel
A Customer asks you "We just signed up for the RRC program! Is there any way you can retro points to the beginning of the year?" How would you respond?
Welcome to the program, happy to have you! Unfortunately we are unable to retro your account, but you will earn for any shipments moving forward.
A Customer reached out to me saying they applied for an account and received an email saying someone would be in touch with them soon to verify their information. Why have they not received a RRC# yet?
The Sales Manager needs to mark the task assigned to them as 'Complete' in order to generate a RRC#.
Can a Rapid Rewards Cargo account be combined with a Rapid Rewards Business account?
No. The admin can share the RRC login credentials, but the account cannot be merged.
How can I see how many points a Customer has in their account?
In the accounts Rapid Rewards Summary in Salesforce, or via Tableau. This is updated daily.
A Customer has a balance nearing 10M points. What can they do to use some of their balance?
Donate points, book travel, More Rewards
Kelly's Cupcakes enrolled in RRC on June 5th and has been actively shipping since. Why are there no points in their account? It is now July 19th.
Points for June would be deposited on July 25th.
The Customer emails you stating they have 600,000 RRC points and they are upset they do not have Companion Pass. Why?
RRC points are not tier qualifying points (A-List, A-List Preferred, or Companion Pass).
True or false: Customers can only redeem points for travel on Southwest.com
False. Customers can also redeem points on MoreRewards.
I am booking a shipment via HangarA. How can I tell how many points I am going to receive from this AWB?
There is no way to tell how many points you will receive via the HangarA UI. If you are not a collect shipper, you can expect to earn 1pt per $1.
The RRC admin is no longer with the Company. What steps need to be taken?
The contact record should be marked as Inactive in Salesforce, and the RRC admin should be replaced with a new contact. You must also email RRC Support to update TLC.
A Customer cannot login because their birthday is incorrect, and they email you. What do you do?
Respond back asking what their date of birth is and forward the response to rapidrewardscargo@wnco.com
A legacy account is trying to access their account on southwest.com. They enter their first and last name and correct RRC#. Why are they receiving an error?
Legacy accounts that have not been migrated to the new Cargo Member type and are still listed as an Individual member type must enter First Name: Cargo Acct, Last Name: Company Name and RRC#.
I am a Individual applying for RRC. What two pieces of information might I need during the application?
A Form W9 that has either the SSN or EIN
What happens if a Customer experiences a service failure, will they lose points for that shipment?
No, points will not be deducted for service failures or claims. However, they will be deducted for pricing adjustments.
A Customer wants to purchase a flight for 50,000 points but they only have 35,000 available in their account. What can they do?
The Customer can utilize the new Split Pay feature, and redeem 35,000 points and pay the rest via credit card.
The Customer received the RRC Welcome Email with their RRC#. What are the next steps?
They must activate their account by navigating to 'complete account setup' on southwest.com and establishing a password.
An account has a RRC# and has not earned points for the last month. It is past the 25th of the following month. What might be a reason why they haven't earned?
They are not listed as a program member in the $1pt per $1 program within Salesforce, or they have reached the 10M point cap, or they have not paid their bills.