01-10-2011
01:14 AM
3 Loves
I won't waste space recapitulating all the nuances of why I think SWA is wrong to go in this direction.
It is simple in my mind. I've been a loyal SWA customer for twenty years. Why? Two reasons: I felt like they cared about and appreciated my business--it permeates the experience from customer service to flight attendants, crew and even maintenance personnel. Secondly, They showed me appreciation for my business and loyalty with the RR program. With all of the other carrier bait and switch deals and programs requiring a math degree and CPA to collect on, SWA made it easy: Fly 8 round trips and you got a free ticket with no restrictions--find an open seat and get on. I miss that. This seems like the final nail in the coffin of being an appreciated customer, and transitioning to a faceless revenue source.
Go back to your roots, please--it obviously served you well in your rise to your position of prominence.
thanks.
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