All these comments add up to one thing: At one time Southwest was easy, not anymore. If it ain't broke, don't fix it. What was wrong with things before? The company is and has been profitable. The post before me hit it. With the exception of dealing with the family pre-boarding problem, these changes are internally driven. You're alienating a huge group of customers to try for a new group of biz customers. If you start looking out for yourself instead of your long time loyal customers, business will go down the tubes.
I started flying Southwest again as my primary airline a while back, but I don't have a reason to be loyal anymore. I'm not a business traveler, the fares are no longer cheaper, I'll probably never get an A boarding pass again, and the rapid rewards program has just turned into a clone of every other airlines program. I managed to collect 2 award tickets this year, 1 of which I was counting on for Christmas. I logged on to discover blackout dates, which I never recall having to deal with on Southwest. The only dates that were open I can't go and they required 2 awards. Sweet deal, way to take care of your customers. Unfortunately, I don't have $700 laying around to buy the ticket and fly your "low cost " airline. Thanks to Southwest policy changes, I'll be alone for the holidays. I luv you too. You guys just lost me.
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Your new homepage is great, but what about the rest of the site?
It's generally not a good idea to have a global navigation differ so much between the homepage and the rest of the website. I also think the book a flight on the homepage should just go directly to the old booking system. It has always been really easy to use, why alter it?
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