That was the Cranky Flier headline as the popular aviation site ruminated on Southwest Airlines' decision to ... "This is how you destroy customer preference. This is how you destroy loyalty.

Southwest has never tried to copy the customer experience of its larger rivals. They stayed with their two free bag policy even as other airlines ... Change is coming. Reactions to the switch ...

Southwest was known as the airline that didn't have everything, but it did have free bags — until now. On Tuesday, March 11, the company announced that the only flyers who will get two free ...

Leff said Southwest once had customer-friendly policies like flexible rebooking or its free checked bags, which helped differentiate it from the other major airlines, but these recent changes ...

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

DALLAS — Southwest Airlines is going through an unprecedented ... several major changes in how its flights are operated from a customer-facing standpoint, including Tuesday's announcement ...

"We have tremendous opportunity to meet current and future Customer needs ... triggering plenty of reactions from Southwest Airline customers. "Southwest Airlines may soon find that, if they ...

A shift is on the horizon at Southwest Airlines. The carrier known for its customer-friendly policies and affordable airfare announced changes to its baggage and fare structure in an effort to ...