Kirsten Trusko

[Kirsten Trusko @ktrusko]

@SouthwestAir paid to check 2 bags fm MIA to ABQ. Just landed in ABQ but can see fm my AirTags are now in MIA and DCA. Didn’t just change policies? Screwed up baggage too?!? #angryAlisters

[Kirsten Trusko @ktrusko]

@SouthwestAir new policies are making flight staff angry, and abusive #1627 staff at back of plane F grade. Plus, 2 checked bags to ABQ 4 hours ago…1 is now at DCA and 1 still in MIA. REALLY?! #angryAlisters

[Kirsten Trusko @ktrusko]

@SouthwestAir today as a 20+ year #alist am flying on @AmericanAir as a lifetime AA Gold, with many #angryAlist pax. Rec to SW…add lifetime status for LT A-listers to slow the hemorrhaging as we leave to fly others

[Kirsten Trusko @ktrusko]

@SouthwestAir @wcodyanderson …then adjust your new seating algorithms to respect decades long earned status #angryAlisters

[Kirsten Trusko @ktrusko]

@Carvana It drives great profits selling @carvanacare, then denying claims. Look up the gross sales, vs payouts to see the facts

[Kirsten Trusko @ktrusko]

@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]

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?

[Kirsten Trusko @ktrusko]

@SouthwestAir @MCfrmtn To all who are posting comments, use #AngryAlist to make it easier for @SouthwestAir to track, enable airlines to find you with switching offers, and if there is a #classaction, it will be easier for lawyers to pull down all comments and to find you. @Delta @AmericanAir @united

[Kirsten Trusko @ktrusko]

@SouthwestAir 3rd flight w new rules. Terminal & ✈️ filled w #angry #Alist. None has received any replies fm SWAir about remedy to new rules & algorithms #screwedbySouthwest @AmericanAir @Delta @united celebrate SWA’s #owngoal

[Kirsten Trusko @ktrusko]

@carvana I’ve now DMd you 2x on this. If you’re sincere in your stated intentions to remedy, please reply

[Carvana @Carvana]

Hi Kirsten, I'm so sorry to hear about the mechanical challenges you’re facing—this is absolutely not the experience we want for our customers. We’d love to better understand your situation. Could you DM us with more details, including the email linked to your account, so we can look into this further?

[Kirsten Trusko @ktrusko]

Today 2nd flight w @southwest new policies = chaos, angry pax, add 30+ min to board/disembark. This is reward for #Alist & Preferred since 2001, ~$1mil in tix spend , 10+yrs SWA credit card… but now group 5, in back seat, delayed. SW plz rework algorithms for lifetime #AList!

[Kirsten Trusko @ktrusko]

@Carvana TY for reply. Plz see the certified letters sent to your exec offices, and the emails and chats. If you share an email address, I can forward all to you. I sincerely hope this violation of UDAP laws at the state and federal level can be remedied before further escalation.

[Kirsten Trusko @ktrusko]

@carvana #screwedbycarvana nation. Just past 100 day guarantee, catastrophic mech issues started. But @carvanacare “comprehensive” 4 yr warranty (I paid $4k) denied all. Only put 2k miles on it b/c always in shop. Now at $6785 on a $16k car… Anybody know of #classaction?

[Kirsten Trusko @ktrusko]

Yesterday was my 1st flight w @southwest new policies = chaos. An A-lister since 2001, w a SWA credit card for 10+ years, purchased seat 7D - how in group 5? SW plz rework algorithms for many angry #AList, & most other pax too. TY!

[Kirsten Trusko @ktrusko]

@Carvana TY for your quick reply. There have now been 2 letters sent cert mail to your exec offices. And I have records of all comms in eml and chat. Do you have an email address to which you’d like this sent?

[Kirsten Trusko @ktrusko]

@SouthwestAir Heartless. Destroying family value. As decades long A-list/pref, after mother-in-law’s funeral (full military honors), lost my bag of heirlooms-didn't fit in carryons. Baggage called - no tag, but sharpied w name/#. I volunteered to retrieve. NO!Box went to disposal

[Kirsten Trusko @ktrusko]

Memorial to the #Marines honor flight at #HOU #hobbyairport 🙏🏻

[Kirsten Trusko @ktrusko]

@SouthwestAir on flight SRQ to HOU. Flight crew with heart and humor. Truheart (flight attendant) plus , Mark and Mike (pilots)...had all passengers feeling appreciated and inspired to laugh . After the crisis in Houston...we all needed this!

[Kirsten Trusko @ktrusko]

@AHS_Warranty And now...you tried to send for the 3rd time...the same dangerous contractor. Are you trying to blow up my house and family?!

[David Gerbino @dmgerbino]

Join #NYPAY on 7/25 for a drink and lively discussion of this increasingly prominent topic of Legal #Cannabis and #Cash / #Banking problem moderator by @ktrusko, @CanPayDebit, @HypurInc, @benknieff, @globalfinpolicy, @KLGates, and @NYPAYgroup

[Kirsten Trusko @ktrusko]

Money2020 RiseUp empowering women in FinTech...applications are open! https://t.co/m7riHJhjeG. #riseup #money2020us #empoweringwomen