03-11-2011
07:50 PM
3 Loves
It's not just a matter of technical difficulties. Your changes to the Rewards program has significantly decreased the value of flying on Southwest. Combined with the price increases that started last year (before problems in the Middle East that affected fuel prices), this change just makes you as expensive as any legacy carrier and removes any reason I have to fly SWA.
Congratulations. You're one of the big boys now.
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You had a good program. Then you let a bean counter talk you into doing something that your customers hate. That's how other airlines started charging for baggage fees and earned their customers unending contempt.
Looks like you're on the path to Delta.
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