01-07-2011
10:45 PM
2 Loves
Incredibly disappointing. I have been a very loyal customer for over two decades and countlessly defended SWA for being THE airline for numerous reasons - the Reward program at the top of the list. I have been A-List since inception of that program and received a Companion Pass the last 7 of 10 years [all without your credit card]. Clearly, I travel. However, this program change is so absurdly confusing and utterly ridiculous to support that I will be looking elsewhere for an airline where I can enjoy a first class seat, elite status and travel to Europe as a result of my frequent travel. And until I reach the elite status will still be more comfortable enjoying the personal A/V and power outlets on my new airline of choice.
My perception is your planes will have seats taken by the casual once or twice a year traveler who purchased the sale fare and travels so infrequently they do not benefit from any loyalty program. Those who travel frequently or are savvy loyalty program utilizers in general will not seek this reward program nor pay your Business Select and Anytime fares which have increased beyond the competition in the past couple of years. Can you afford to continue alienating the frequent traveler who has kept you successful over the turbulent years?
I understand the requirement of making money and having the appearance of a competitive edge. Making this dramatic of a change to your loyalty program in an effort to increase the bottom line (let's face it, that's what this is) will create irrefutable damage and a loss of revenue. I urge you to listen to those who have taken the time to provide this feedback. They are your future or lack of it.
Really Southwest - not cool.
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Absolutely Not. I share many, many sentiments expressed over the FABULOUSNESS of open seating. Yes - number one reason I fly SWA is this policy. I pay full fare ($600+) quite often for my business trips (inside 7 days) for this luxury (in spite of my company's preference that I shop for the best fare). (Number two reason is all of the non-stop flights in/out of LAS - my home base.)
I have read a number of comments that are clearly indicative of folks not really knowing the SWA way - Asking when you will fly to Hawaii? Make a comment that you HAVE to stand in line to get a good seat because of last minute booking? [You can book a trip the day before, arrive at the airport gate 30 minutes before, sit until boarding begins (20 minutes before) and STILL get almost any seat you want because that factor was controlled at the time of on-line check-in. ]
A couple ideas expressed that I LUV are: 1) The idea of pre-boarders going to the back! I honestly believe that would dramatically reduce the bottle-neck slow down up front when boarding. 2) Redefining the "carry-on" policy. Maybe I'm just lucky, but in all my years of flying, I've never had lost luggage. Also for all to note is that the SWA Baggage Office is EMPTY unlike the competitors - so you are already doing a great job in that department.
The "griping" I hear most comes from people who travel once-twice a year, not weekly. You won't be long for the world if you want to depend on their business since it would appear that the seat assisgnment process could significantly change the minds of your bread and butter clientele. I have faith that you will listen to the masses. Conduct an official polling of anyone who has earned a Rapid Reward inside 6 months?
So much more that could be said - but it's simply "too dumb to be true" that one would need to argue some points.
Keep up the GREAT work - Thanks for listening!
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