Dear Southwest,
Put very simply, your new rewards program sucks. I used to only fly Southwest unless the airline did not service my destination. As of today, I will avoid flying Southwest. Virgin, Jet Blue, and United will now be my first three choices for travel. Before this new program launched, I think it was fair to say that Southwest was not like the other airlines. I really don’t think that’s true anymore. You are well on your way to becoming the next Delta airlines. You spent 100 million dollars on the new program and seriously think 90 out of 100 passengers will like it--Ha. Honestly, I really thought you guys were the only ones that actually saw that customer loyalty and good customer service paid off in the long run. I don’t know how many people I convinced to fly southwest because of my previous good experience, but I will do my best to convince them otherwise starting today. Why would you change something that was working-the very thing that helped you have a profit when the other airlines did not. Why would spending a 100 million dollars force you to change something that was not broken? Well, what you have done is something that will cost you customer loyalty and my respect for Southwest Airlines. You should take a lesson from Coca-Cola and it’s failed and costly attempt to change it’s formula. You might as well start charging for luggage because as of today, your are nothing more than a “me too” airline.
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