How to Respond If You Spot Suspicious Activity In Your Rapid Rewards Account

This guide will help you figure out exactly what to do if something seems off after you log in to your Southwest Rapid Rewards account. I’ll walk you through, step by step, how to report and secure your account—and share real-world examples (including some awkward moments from my own experience) and official recommendations so you know you’re getting authentic, trustworthy advice.

🔎 Quick Summary

• Immediate steps to take if your Rapid Rewards account looks compromised
• How to report suspicious activity to Southwest Airlines
• How global standards on “verified trade” compare, for those interested in international best practices for secure accounts
• Case studies and mishaps from the field—so you know what real-life hackers actually do, and how to respond effectively

When I Noticed Suspicious Activity: My Own Run-In With Account Weirdness

Two years ago, I almost lost 60,000 Rapid Rewards points from my account. I logged in to book my parents' anniversary trip and found three reservations for San Jose, a city I hadn’t visited in years. I initially thought it was a system glitch—after all, their app had hiccups before. Only after seeing a series of odd emails and my points dropping did it sink in: someone had gotten into my account.

The shock? Even after decades of internet savvy, I’d reused an old password. Rookie mistake. What I learned—plus advice from Southwest support and a cybersecurity expert friend—is exactly what I’ll share here, because sometimes it takes a scare to prompt real vigilance.

Step-by-Step: What To Do If You See Strange Activity

Step 1: Freeze—Don’t Panic. Verify the Suspicious Activity

• If you see points missing, bookings you don’t recognize, or notifications for redemption/purchases you didn’t make, check your account activity. Don’t log out yet.
• Go to My Account > Recent Activity.
  Tip: Sometimes what looks “weird” is just a delayed posting of transactions or legitimate bonus points. Double check emails from Southwest Airlines and match them with your account activity.
• Take screenshots of all transactions that look suspicious—get as much detail as possible. Here’s a quick example from a Rapid Rewards account (from Southwest Forums):

Step 2: Change Your Password Immediately

• Click Profile > Login & Security, then select Change Password.
• The new password should be unique, include upper/lowercase, numbers, and symbols. (I once made the mistake of picking a short password like “Travel#2022”—don’t.)
• If you use a password manager, update it there as well.

Southwest’s official advice on password security can be found here: Southwest Password Help.

Step 3: Report the Suspicious Activity

From direct conversations with Southwest Customer Service, I learned it’s best to contact them immediately—within minutes if possible.

• Call 1-800-435-9792 for the Rapid Rewards customer service line. This is the fastest route if points are actively vanishing or being used.
• Alternatively, use the Contact Us form—but phone is best during a security breach. Describe specifically:
  • Date/time of suspicious activity
  • Details of unauthorized transactions or changes
  • Your contact info for a callback
• Ask them to freeze your account if needed. In my case, Southwest locked my account for 24 hours while investigating.

Step 4: Watch For Email and Phone Scams

After my issue, I started noticing an uptick in phishing emails—fake “Southwest Account Alert” messages popping up in my inbox. Always check the sender’s address (it should end with “@wnco.com”), and never click password reset links if you didn’t request them.
The FTC’s phishing guide has surprisingly practical tips.

Step 5: Enable Two-Factor Authentication (If Available)

As of this writing, Southwest doesn’t universally require 2FA, but if/when it becomes available for your account, turn it on—just like you do for your bank or email. Major loyalty programs like Delta SkyMiles already support this, and experts (see NIST Digital Identity Guidelines) agree it’s the gold standard for account safety.

A Quick Detour: How International Trade Certification Handles "Verification"

You might wonder—what do international standards for "verified trade" teach us about handling account security? In trade, “verification” typically means external checks and recognized standards, often with clear legal backing. Think of the World Trade Organization (WTO) setting rules that all members follow for certifying “origin” of goods. Your airline account needs similar—if simpler—safeguards.

• WTO Agreement on Rules of Origin (official text): This sets global rules for what documentation is “verifiable”—making origin disputes much easier to resolve.
• US-Mexico-Canada Agreement (USMCA): Specifies authorized government agencies to audit and verify trade claims.
• European Union: The Customs Code (Regulation (EU) No 952/2013) introduces standardized electronic verification for all trade imported into the EU.

Country/Region	Name	Legal Basis	Enforcement Body
USA	USMCA Certification	USMCA	U.S. Customs & Border Protection
EU	Registered Exporter System (REX)	EU Customs Code	European Commission/Customs
WTO Members	Rules of Origin Certification	WTO Agreement	National Customs Agencies

The reason I’m mentioning this? Security isn’t just about the strength of a password—it’s about how reliably an identity or action is verified. Just like in global trade, your frequent flyer account needs robust checks, immediate reporting infrastructure, and clear rules for making you whole again if something goes wrong.

Scenario: What If The Airline Doesn’t Respond Fast Enough?

Here’s a real-life case (publicly posted at Southwest Community):

"Points were used for a flight I did not book... I called Southwest immediately. They locked my account, then restored the points within three days. However, someone else in the thread waited almost a week before calling and lost their points for good."

My own close call: The first rep didn’t quite catch the urgency (“Probably just a delay in posting, sir”—I still cringe). It took insistence and a callback before my case was escalated.

Actually, a cybersecurity consultant I spoke with, Chris Yan from C.Y. Advisory, put it well: “The single biggest factor in successfully recovering a compromised frequent flyer account is how fast and thoroughly the breach is reported. Minutes matter, not hours."

Personal Tips & Mistakes: What I Learned the Hard Way

• Keep a record of your account activities. I now export my Rapid Rewards history monthly—paranoid but effective.
• Be wary of mobile apps on shared Wi-Fi. I once accessed my points in an airport lounge—next thing I knew, I was getting security challenge emails. Coincidence?
• Don’t rely entirely on Southwest’s digital notifications. Sometimes their system lags. For big point balances, proactive checks are a must.

Conclusion: Protecting Your Rapid Rewards Account (And What To Try Next)

In sum, don’t treat your airline loyalty account as some throwaway—treat it as digital currency, because that’s precisely what it is. If you spot anything fishy, jump into detective mode: capture evidence, change your password, and get Southwest on the phone immediately. More globally, account security is like the best practices we see in international trade—with strong standards, clear checks, and robust enforcement.

Personally, I tightened up all my travel accounts after this saga (Delta, Hilton, Southwest—the lot). Pro tip? Set biannual reminders to rotate passwords and validate account security on all your travel loyalty platforms.

Final thought: “Security” isn’t about paranoia. It’s about convenience—because nothing ruins a trip like realizing you’ve gifted your hard-earned points to a stranger in San Jose.

If your situation isn’t covered above—maybe your account was locked, or you get stuck in an email reset loop—don’t hesitate to escalate to Southwest’s Customer Relations. For broader assurance, research cross-border identity practices (start with the NIST guidelines) and think of your digital footprint as its own mini border crossing—just with slightly less paperwork.