Dear Mr. Kelly -
I am frequent traveler and I fly your airline wherever possible. I absolutley dread it when I have to fly another airline. Your recipe for customer satisfaction, professional employees, and making a profit is perfect. Please, please, please do not change it.
Please do not listen to the nay-sayers who don't like your open seating policy. If they don't like it then they can fly another airline. That's what makes this country so great -- we get to choose. No one is forcing travelers to fly Southwest -- there are plenty of other options. Southwest is the very best airline out there because you do things the SW way -- not the way that all of the other failing airlines do things.
If I want stressful, maddening travel I can choose to fly Northwest or USAir, etc. I fly SW because it's consistent, friendly, professional, fast, courteous, because your web site is easy to navigate, your rapid rewards are easy to redeem, and because you have real live human beings who pick up the phone and help when needed. It's amazing stuff -- please stick with it. I'm a HUGE fan of all SW does -- please build on your basics and do not try to make SW like the other dinosaur airlines.
Thank you so much for all you do -- I don't know what I'd do without SW!
Best regards -
Patti Morehouse
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