Class Action: Southwest Airlines Secretly Records Rapid Rewards Customer Service Calls

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Southwest Airlines Co. has been hit with a proposed class action in which a California man alleges the airline secretly records telephone conversations on its Rapid Rewards customer service line without the caller’s knowledge or consent.

According to the case, which has been removed to California federal court, the defendant has a “policy and practice of recording and/or monitoring calls” and return calls placed to and from its Rapids Rewards customer service number. California’s Invasion of Privacy Act, the case explains, prohibits the recording or monitoring of calls made to or from a cellular or cordless telephone without the consent of all parties to the communication. The plaintiff alleges that customers who call Southwest’s Rapids Rewards toll-free number are not warned at the outset of the conversation or at any other time that the calls are being recorded or monitored, nor do callers receive such a warning when answering a return call from the defendant’s customer service representatives.

“Because there was no warning that calls would be recorded or monitored, Plaintiff had a reasonable expectation that his telephone conversation with Defendant’s employees and agents was, and would remain, private and confined to the parties on the telephone,” the complaint reads. “That recording and/or monitoring without his consent is highly offensive to Plaintiff and would be highly offensive to a reasonable person, including members of the Proposed Class.”