Nice story. I agree with Terry that Southwest "gets" what customers want. No hassles to change flights, the best web interface for online bookings, and great staff at all levels. And I think the ONLY airline that in time has made it EASIER for frequent fliers to accrue miles (changing the 12-month accrual period to 24 months). Even if it means taking a train/bus to get to my final destination, I will always fly Southwest. My only wish is that Southwest would have agreements with international airlines to "interline" bags at major airports so that we do not have to lug our bags across airports, particularly at LAX.
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