Hi, I fly from Providence to Phily several times a year, always on Southwest and I've gotta say that from a customer service perspective the new Boarding procedure is just not working.
The old system was quick and efficient.
I wonder how much market testing was done before the new boarding system was implemented. Did any one on the SW BOD really examine the old process to see if it really needed fixing?
Surely the Business Class service could have been implemented without disrupting the process for those of us in steerage.
Other than this, I think that SW is great - all of the customer service staff
at the airports and on the phone are great!
Thank you for listening !
Dave
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