01-12-2011
01:37 AM
1 Love
Southwest has distinguished itself over the years as THE one customer-friendly airline in the market today -- and that is what has driven its success. Its market share reflects the fact that consumers like a company that rewards them for loyalty, treats them with respect, and is straightforward and transparent.
Southwest's recent decision to market the weakening of the Rapid Rewards program as anything other than a weakening of the program is disappointing. The airline ought not disrespect its loyal customers by intentionally trying to deceive them into thinking these changes will somehow benefit them. This is clearly a way to pad the bottom line of the company balance sheet.
Changing Rapid Rewards in this way is bad; misconstruing it as a positive is much worse. Southwest should honor its LUVing customers and do the bare minimum required in any respectful relationship: tell the honest truth.
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