Southwest Airlines is one of the most popular and beloved airlines in the United States. With their friendly staff, affordable prices, and unique perks like free checked bags and no change fees, it’s no wonder that Southwest has a loyal customer base. However, even the best companies can face challenges and Southwest is no exception. Recently, the airline has received a number of complaints from customers regarding their policies. In response, Southwest has announced some changes to their policies in order to better serve their customers. Here’s what you need to know.
First and foremost, Southwest has listened to the feedback from their customers and has made changes to their boarding process. In the past, Southwest used a first-come, first-served system for boarding. This often resulted in long lines and a race to get the best seat. However, starting in November, Southwest will be introducing assigned seating on all flights. This means that customers will be able to choose their seat when they book their flight, just like other major airlines. This change will not only reduce stress and save time for customers, but it will also ensure that families and groups can sit together.
In addition to the new assigned seating, Southwest is also making changes to their cancellation and change policies. Previously, customers who needed to change or cancel their flight would receive a credit for future travel, but they would also have to pay a hefty fee. However, starting in January 2020, Southwest will be eliminating all change and cancellation fees. This is a huge win for customers who may have had to pay hundreds of dollars to change their flight. Now, they can do so without any additional cost. This change will also apply to the airline’s popular Companion Pass program, which allows a designated companion to fly for free with the customer. This means that customers can make changes to their Companion Pass flights without worrying about any fees.
Southwest is also addressing another common complaint from customers – the lack of in-flight entertainment. While other airlines have personal screens and a variety of movies and TV shows, Southwest has relied on their free in-flight Wi-Fi and customers’ personal devices for entertainment. However, starting in 2020, Southwest will be introducing a new in-flight entertainment system. This system will include a selection of movies, TV shows, and live TV channels that can be accessed for free on customers’ personal devices. This is a great addition for customers who prefer to have more options for entertainment during their flight.
Furthermore, Southwest is also making changes to their Rapid Rewards program, which allows customers to earn points for flights and other purchases. Previously, points would expire after 24 months if there was no activity on the account. However, Southwest has extended the expiration date to 36 months, giving customers more time to use their points. This is especially beneficial for customers who may not fly frequently but still want to take advantage of the program.
Southwest is also taking steps to improve their customer service. The airline has announced that they will be hiring additional staff to assist with customer inquiries and concerns. This will help to reduce wait times and ensure that customers receive prompt and efficient assistance. Additionally, Southwest is implementing a new customer service training program for their employees to ensure that they are equipped to handle any situation and provide the best service possible.
In light of these changes, Southwest’s CEO Gary Kelly stated, “We are constantly listening to our customers and looking for ways to improve their experience with us. These changes are a direct result of their feedback and we are committed to making Southwest the best it can be for our customers.” This commitment to customer satisfaction is evident in the changes that Southwest is making and it is sure to strengthen the relationship between the airline and its customers.
In conclusion, Southwest Airlines is making significant changes to their policies in response to customer feedback. From assigned seating and eliminating change fees to introducing in-flight entertainment and improving customer service, these changes are sure to enhance the overall flying experience for customers. Southwest’s dedication to listening to their customers and making improvements shows their commitment to providing the best service possible. As a loyal customer myself, I am excited to see these changes and I am confident that Southwest will continue to be a top choice for travelers.
