Southwest Airlines has ended open seating and added premium seating. It now lets customers book flights and compare prices on search engines. But is it enough?
Herb Kelleher , founder of Southwest Airlines once said, “A company is stronger if it is bound by love, not fear.” But is love enough to save Southwest? “No change fees. No cancel fees. No bag fees,” Southwest Airlines CEO Bob Jordan said recently. “Rapid rewards points don’t expire. Flight credits don’t expire. We have the friendliest, most flexible policies in the industry with a terrific network.
Southwest Airlines CEO reflects on carrier’s 50th anniversary at San Antonio hotel where idea was born Airline officials publicly disclosed their intentions last month to end open seating and add premium seating to customers, alongside offering overnight flights for the first time. The changes come on the heels of the airline’s decision earlier this year to finally allow customers to book flights and compare prices on search engines such as Google Flights and Kayak.
Southwest to end open seating, breaking 50-year tradition, as profit falls at it and American Gary Kelly, executive chairman of Southwest’s board, declined to comment and Jordan agreed to answer questions only by email. “We’ve shared that we have work to do to restore our financial returns to the levels our employees expect, I expect, and our shareholders expect,” Jordan wrote. “Our board of directors, our leadership team, and I agree this is the right direction for Southwest.
How Southwest Airlines got its start in a San Antonio bar The early days were colorful, including flight attendants in go-go boots and free alcohol on flights. Today, some of those same friendly sentiments still exist, according to loyal passengers. But Southwest is no longer “that little Texas airline,” Swelbar said.
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