hey southwest, what were you thinking? i have read through these comments (the good, the bad and the ugly) and i think it's pretty obvious that the vast majority of your customers think you really screwed this up. i, too, am a casual flier...2 or 3 trips per year. i also have a sw visa card that i rely on for my rr points. when i receive a free trip i am thrilled! mainly because it JUST HAPPENS!!! i don't need a master's degree to figure it out. it's simple and straightforward and, with everything else going on in my life, i don't want to have to calculate my award. so here are my main suggestions:
1) please do not insult me by saying that you know what is best for me in the long run. your new program may benefit YOU but i'll be looking elsewhere.
2) as you are aiming to entice more bu$ine$$ (not a typo) travelers, you will lose your loyal casual travelers. you will become just like all the other airlines, not the one that has always stood out in the crowd.
3) you say you are making these changes in response to what customers have been asking for for years. doubtful. read these responses. PEOPLE LIKE WHAT THEY KNOW.
4) if it aint broke, don't fix it.
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