Southwest, I can understand everyone's concern since your program is changing after 23 years. The one thing that I'm having a difficult time understanding is the immediate ridiculous decisions Southwest's "LOYAL CUSTOMERs" are making by choosing to no longer fly Southwest. Personally, let them fly other airlines, maybe this will allow my family more options for lower fares. A loyal customer is one willing to give a company an opportunity to prove themselves and recognizing profits and change are what keep a Company competitive. Change is inevitable for not only your Company but all fortune 500 Companies. I have flown your airline for over 10 years. What has brought me back time after time are the small acts of kindness I've received from the airport personnel, flight crew, and over the phone when calling to make a reservation. Sure, the current Rapid Reward program is simple. But, what entices me is awesome Customer Service!!! I am more loyal to dealing with a airline that truly does care about the Customer. Many years ago I called reservations in a difficult situation due to a death in my family. After speaking to one of your agents my day/life changed forever. I was trying to get to Seattle and needed to book a flight for 5 people with no advance. The agent I spoke to was an angel!!! The cost of the ticket was over $3,000 (NO ADVANCE) and there was no way my family could afford to pay this price. The best I could do was buy two tickets. The agent advised me she would like to "pay it forward" and allow member's of my family to travel on her free nonrevenue tickets standby to Seattle. First, I was dumbfounded and couln't believe this was happening. She shared my story touched her and she wanted to help. She sent the tickets by Fed-Ex the next day with special instructions. She stated this would strictly be standby and there were no guarantees, but we were more than willing to try it. Needless to say, her act of kindness allowed my addtional family members to travel standby to Seattle. Our family was able to be with our loved ones during a very sad and difficult time. I will forever be grateful for this amazing act of kindness in addition to the Customer Service I recieve when frequently traveling your airline.
New Rapid Reward Program- "I' support you" and I'm eager to find out more about the perks relating to partners. I have no doubt you'll shock us with promotions. within time. I'm sure right now for competive reasons these will not be announced.
Other Airlines- hell no, I don't need their poor Customer Service, charging to speak to someone, charging to change your frequent flier booking, charging you to cancel your frequent flier ticket, charging for your bags, charging for food, charging for your seat, charging for products, etc.
Soutwest, I know you care about your Customer's and always have. This is one Customer who is betting you the program will work and you'll continue finding ways to make it the best product by continuing to be creative and innovative.
Debbie V. Florida
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