Everytime you think WN is making a mistake, they come out smelling as roses. The times ahead are going to be tough, and I hope that WE ALL can survive this bump. Its going to affect every business, smart to make all the money you can and save whatever you can.
I have to agree. Do you remember when they created this goofy looking boarding process with all the big pillars with the numbers on them? I thought, OMG, this is going to be rediculous. I think they did this maybe last november?
Well, I flew WN this week for the first time since before the new boarding process. That system is so incredibly organized. I absolutely loved it.
Boarding US (and everyone else actually) is really awful. As soon as they say "in a moment we'll begin the boarding process", its like 50 people run to the gate so they can all block off the jetway so nobody can get on the plane. If I was a gate agent, I'd be like, If your boarding pass does not say zone 1, sit down or nobody gets on this plane.
On another note, the thing that US Airways does wrong is this. When any company needs to make a change, they need to also create a positive. Something that would have not made people as mad...
Need to charge for beverages... That's fine, increase the options... how about introducing four varieties of Snapple Iced Teas, and three flavors of Vita Water...
(See, when taking something away, improve the overall value)
Instead of taking the pretzles away...
The pretzles will be going away, and we will begin charging $2 for a snack - but now we'll have ten varities of Frito Lay items.
We're going to begin charging $25 to do a telephone reservation, BUT now, you'll be speaking to a person who lives in AMERICA. So instead of torturing you by making you speak to a non English speaking person on the other side of the world, at least we'll give you someone who speaks your language, on a connection that doesnt sound like you're connected by a tin can and string.
We're going to stop matching the miles for our frequent flyers, UNLESS you fly at least one round trip per month. Customers who fly at least one round trip per month will continue to receive a dividend miles match.
Southwest has the most basic product in the industry, but they package it well. They don't only make decisions based on finances, they THINK about HOW THE CUSTOMER will accept the changes, and how their employees will be able to institute the changes.