"Openness, not opposition, to change is the North Star that has guided Southwest Airlines during its growth from scrappy regional carrier to national leader. With the airline industry facing turbulent times, Southwest needs to keep making smart changes while weathering storms that could drive it off course."
"If Kelleher were with us now, he'd admonish our industry to respond to turbulence with transformation. These are challenging times, driven by changing customer demands, a problematic supply chain, and other market pressures."
"At United Airlines, as far back as 2017, our team understood that our customers were expressing a strong preference for a more segmented product-not a one-size-fits-all offering. We responded by rolling out different tiers, including Basic Economy."
"For its part, Southwest, smartly, is making similar changes to meet customers' demands while also committing to making the transition in their signature style."
#southwest-airlines #change-management #airline-industry #customer-preferences #segmentation-strategy
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