Southwest Airlines is transforming its business model under CEO Bob Jordan's leadership, with openness to significant changes in offerings by 2025 and 2030. Despite being a budget airline, Jordan acknowledges that customers desire amenities such as lounges and international flights. Recent adaptations include phased-out open seating and new baggage fees, spurred by growing demand for premium services and economic pressures from rising costs. The changes aim to boost customer loyalty and align with evolving market dynamics as pressure mounts from investors.
"Whatever customers need in 2025, 2030, we won't take any of that off the table," Bob Jordan told CNBC on Wednesday.
Southwest is angling itself to encourage more loyalty and promote upgrades, but Jordan emphasizes doing it in the 'Southwest way.'
#southwest-airlines #business-transformation #aviation-industry #customer-experience #budget-airlines
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