I love Southwest and had been a loyal customer for 15 years. Yes, had been. I can't think of a single other company that I felt this strongly about.
I would somewhat frequently tell friends about what a great company Southwest was. I used to tout that I could change flights the same day with no penalty, but you took that away.I used to tout the fantastic Rapid Reward program. I still touted the lack of a baggage fee or change fee.
I fly Southwest10-20 round trips per year. My typical flight is less than 500 miles, with two or three longer trips per year. If Southwest flies to a location, I never even look at another airline's prices because of the previously outstanding Rapid Reward program.
I have always touted Southwest's business acumen and celebrated your company for being the largest airline not to blame 9/11 for poor business decisions. Southwest received no bailout from the government and thrived on the wits of its excellent management.
With these changes to Rapid Rewards, you are just another company to me. I will check your prices alongside every other airline's before I book. And I am ditching my Southwest credit card. I kept the Southwest credit card and used it as my primary card because of the Rapid Rewards credits. Now I will switch to a better card.
I am so sorry you abandoned your most loyal customers with these changes to Rapid Rewards.
T.H. in Las Vegas
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