03-03-2011
02:26 PM
7 Loves
I've been a long time customer of Southwest and recent changes have left me very frustrated and disappointed.
Change can be a good thing and it does take time to accept and acclimate. However, changes that complicate simplicity is not customer-centric. While marketing is touting the "Faster Free Flight" it's nothing more than secret code for "Pay More To Fly Free". It is a fact that you can earn a free flight faster but it requires paying a full fare for each flight taken. Southwest 'was' different, now they are just like the rest disguised as a low-cost carrier.
This change is nothing more than a cost-cutting measures to ensure corporate executives and shareholders continue to be well compensated. The failure to realize that customers ARE the reason why Southwest is successful will only allow for the competition to gain a greater market share.
Times are tough and we may never fully recover from the economic collapse fast enough but great companies survive because they stay true to their roots and their mission. Southwest has changed its philosophy at the expense of customers.
23 people on board a flight last night is more than a sign of the times my friends.
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