Earlier this year, Southwest Airlines made the controversial decision to end its longstanding policy of allowing two free ...

Southwest's new $35 bag fees violate core behavioral psychology principles, potentially costing more in customer loyalty than ...

J.D. Power Southwest Airlines has the highest customer satisfaction rate in the ... which was met with fiery backlash from loyal customers. On the other side, Frontier Airlines, Spirit Airlines ...

Southwest Airlines has been the subject ... I received from that flight attendant and the customer service agent," she said. In addition to backlash from its decision to end its policy of free ...

Southwest Airlines stunned ... and now, Frontier Airlines is seizing the opportunity to capitalize on the resulting consumer backlash. This week, the ultra-low-cost carrier is offering a free ...

It is rare for a company to alienate an entire customer base, but Southwest Airlines managed to do it ... that it would begin charging for bags. The backlash was immediate and vehement.

The backlash wasn ... or at least eye other airlines while muttering, “Et tu, Southwest?” Yet not all passengers have abandoned ship—er, plane. Despite the drop in perception and intention, the ...

Southwest Airlines this month torched its relationship ... Southwest also changed its frequent flyer program and ended other customer-friendly policies on flight changes. All this follows ...

attract new customer segments we don't compete for today and return to the levels of profitability that both we and our shareholders expect,” Southwest Airlines President Bob Jordan said in the ...