Really smart framing of differentiation as sometihng that can either anchor or erode brand value. Southwest's pivot kinda feels like they're betting assigned seats will bring in more revenue than they'll lose from the open-seating die-hards. Curious if they ran tests on what percentage of customers actually valued that feature vs just tolerated it for the price.
Great question! I’d be curious to see that data as well. Anecdotally, I’ve heard from both frequent SW fliers who love the open seating approach as well as frequent SW fliers who despise the open seating approach. Reactions after rollout will be interesting to monitor.
Really smart framing of differentiation as sometihng that can either anchor or erode brand value. Southwest's pivot kinda feels like they're betting assigned seats will bring in more revenue than they'll lose from the open-seating die-hards. Curious if they ran tests on what percentage of customers actually valued that feature vs just tolerated it for the price.
Great question! I’d be curious to see that data as well. Anecdotally, I’ve heard from both frequent SW fliers who love the open seating approach as well as frequent SW fliers who despise the open seating approach. Reactions after rollout will be interesting to monitor.