Top Tweets for #AngryAlist

8 months ago

@southwestair list add shortened time to use flight credit, lost $500 on this. @AmericanAir and @Delta are after #AngryAlist with matching AND lifetime status

Chad Bockius

@bockius

8 months ago

Southwest Airlines turned millions of loyal customers into hostages. And they're celebrating it. I'm one of them. 20+ years. Two credit cards. Companion pass. Bought gift cards. Recruited everyone I knew. Then they killed open seating. Killed bags fly free. Gutted everything that made them @SouthwestAir. Will I keep flying them? Yes. But not out of loyalty. Out of lock-in. My status still protects me. My bags are still free. I can pick my seat. Companion pass works. Strip those away? I'm gone tomorrow. Cheapest and fastest. Done. Loyalty: I choose you. Lock-in: I'm stuck with you. They look the same on a balance sheet. Completely different animals. This pattern is everywhere. Adobe made cancellation so painful the FTC sued them. HP put DRM chips in ink cartridges. Insurance companies charge loyal customers 40% more - the UK literally banned the practice. Netflix said "love is sharing a password" in 2017 then cracked down on it in 2023. The inflection point: when the conversation shifts from "how do we earn this?" to "how do we keep them from leaving?" That's where loyalty dies and lock-in begins. Southwest says it'll add $1.5B in revenue. Wall Street cheers. What's the cost of turning mavens into hostages? What's a brand you were loyal to that you're now just locked into?

386

282

212

701K

Top Tweets for #AngryAlist

Last Seen Hashtags on Sotwe

Trends for you

Most Popular Users