01-08-2014
06:30 PM
35 Loves
Very disappointed in you, Southwest. While I agree that listening and education are key to making any decision, in business or otherwise, you have had more than adequate time to listen and become educated on this topic. Your response is a PR cop-out, which frankly, is insulting to your loyal customers who expect more from you. "Travel and bringing families together" is a ridiculous reason to continue a partnership--there are plenty of more appropriate organizations that provide an actual benefit to nature or society for that matter, without the controversy that Seaworld brings to your brand. So, if you actually do believe in Seaworld, then defend them, we'd all be interested to hear your position! From here on I choose to take my (A-List) business elsewhere.
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This blog should be re-titled "Southwest is NUTS"
In order to run a successful loyalty program, the rewards you offer must have a perceived value. Perception is reality to your customers. And from what it looks like in the social-sphere, your loyal customers see NO VALUE in these changes. You have succeeded at one thing - infuriating your key customer base. Those business travelers you are hoping to woo will never accept SWA as a go-to for their travel needs. They want nonstop flights to the business hub cities. They don't want to hassle with waiting in line to get a "good seat." They are the ones who don't care about bag fees and free drinks, they're not paying for it anyway. You'd have to do a lot more to attract their loyalty.
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