01-11-2011
10:22 AM
2 Loves
One last time/summation Brian -
If the SWA folks haven't gotten the message here goes! - we understand change and the obligation for you to alter a successful (if not totally profitable) program... after all many of us are shareholders too.. even if we are NOT the business traveler that this change appeals to.
What we object to is the PR SPIN that says this program is GREAT! NEW! and especially BETTER! It is NOT. We have calculators and if not, most of us can add in our heads.
I do not think there would have been this UPROAR if you would have just been HONEST with us. I said it before, the conversation should have gone something like this: We are changing our RR program to every seat every day and your credits/points (whatever) will no longer expire... in exchange for that, we are requiring you to fly 10 round-trips vs. the current 8 to obtain an award.
It's the SPIN and out and out LYING that we object to. It's INSULTING and certainly NOT a way to treat your (or any) customer.
Thanks!
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01-10-2011
12:24 AM
6 Loves
After reviewing again and again over the past three days the changes to RR, I have several points to make that I think sum up what some (if not all) of us are thinking at this point:
1) STOP treating us like idiots - we CAN do the math. Instead of a factor of 8 (for a free flight) the factor is now at least 10 trips... sometime MORE. Telling us that this is the greatest thing since sliced bread is INSULTING. Colleges will be offering lessons in this debacle one day.
2) There are TWO positive changes - that rewards don't expire and that ALL seats will be available. That said, the conversation should have gone something like this: We are going to allow you to book ANY flight with your awards AND they are never going to expire. In exchange for those alterations, we will be increasing the number of flights (or you may choose to pay MORE for your flights) to EARN a reward. At least that is HONEST - those videos are deceiving and again insulting to us.
3) Many of us ONLY choose LUV to fly - but there are cheaper and sometimes easier flights on other airlines which we can take. We feel as though this change impacts your CORE BASE (at our expense) to court the business traveler who can pay more for their tickets and have their travel dept. pick up the tab. WE over the years, MADE LUV WHAT IT IS... then you turn around and LIE TO US trying to SELL us this new RR program. IS that what your core customers really mean to you?
4) Intellectualy, many of us know that these changes are made to impact your bottom line and as shareholders many of us are wondering HOW this bad press will impact you longer term. Should we sell our stock? WIll the program help draw new business or drive away existing business? My bet right now is on the latter... but your reaction in the next few days could change that. Spending $100M on this program without doing CORE focus groups is corporate suicide. You HAD to know the reaction this was going to bring.... WE ARE PASSIONATE ABOUT LUV... and that's why this change hurts so much - you basically are charging us more for very little in return. As others have said - SWA just becomes another airline of many... it doesn't matter which one we board.
Thanks for reading and trying to understand.
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