WN's new reservation system aggressively cancels duplicate bookings
Mar 22, 2017, 9:59 pm
#106
Moderator: Southwest Airlines, Capital One
Original Poster
Join Date: Sep 1999
Location: California
Programs: WN Companion Pass, A-list preferred, Hyatt Globalist; United Club Lietime (sic) Member
Posts: 21,624
Mar 22, 2017, 10:03 pm
#107
Join Date: Mar 2017
Posts: 12
Southwest's software already does an excellent job of predicting no-shows, changes, and cancellations. Alternate date and time reservations are undoubtedly a small fraction of the total seats dropped. I don't see how a small reduction in the ebb and flow of reservations would make a significant difference in profitability.
I did, however, explain one way in which customers could react in a way which increases the fraction of Southwest reservations dropped and which reduces revenue to Southwest.
These changes need to be studied keeping in mind the full chain of consequences, not just the direct effects.
I did, however, explain one way in which customers could react in a way which increases the fraction of Southwest reservations dropped and which reduces revenue to Southwest.
These changes need to be studied keeping in mind the full chain of consequences, not just the direct effects.
Some here may argue Southwest doesn't want me as customer since I'm always looking for the best deal or cheapest fare (and they'd rather have people buying $$$$ last minute seats). But if they didn't want people buying at that "sale" price, why did they offer it in the first place? Why did they send blast emails about, etc?
If I know that I'm locked in to one flight and one flight only, I'm going to buy it on Delta, United, Spirit, etc where it is almost invariably cheaper. Yes, this represents lost revenue for SWA.
Mar 23, 2017, 2:38 am
#108
FlyerTalk Evangelist
Join Date: Jul 2011
Location: RNO
Programs: AA/DL/UA
Posts: 10,775
Agree nsx. Southwest is making the wrong move IMO.
Some here may argue Southwest doesn't want me as customer since I'm always looking for the best deal or cheapest fare (and they'd rather have people buying $$$$ last minute seats). But if they didn't want people buying at that "sale" price, why did they offer it in the first place? Why did they send blast emails about, etc?
If I know that I'm locked in to one flight and one flight only, I'm going to buy it on Delta, United, Spirit, etc where it is almost invariably cheaper. Yes, this represents lost revenue for SWA.
Some here may argue Southwest doesn't want me as customer since I'm always looking for the best deal or cheapest fare (and they'd rather have people buying $$$$ last minute seats). But if they didn't want people buying at that "sale" price, why did they offer it in the first place? Why did they send blast emails about, etc?
If I know that I'm locked in to one flight and one flight only, I'm going to buy it on Delta, United, Spirit, etc where it is almost invariably cheaper. Yes, this represents lost revenue for SWA.
Mar 23, 2017, 8:16 am
#109
Join Date: Sep 2002
Location: Blue Ridge, GA
Posts: 5,512
WN devoted $500 million to a new reservation system. One of many means to drive an additional $500 million in earnings is now out for a test drive.
Mar 23, 2017, 8:33 am
#110
Moderator: Southwest Airlines, Capital One
Original Poster
Join Date: Sep 1999
Location: California
Programs: WN Companion Pass, A-list preferred, Hyatt Globalist; United Club Lietime (sic) Member
Posts: 21,624
Mar 23, 2017, 8:45 am
#111
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Southwest's software already does an excellent job of predicting no-shows, changes, and cancellations. Alternate date and time reservations are undoubtedly a small fraction of the total seats dropped. I don't see how a small reduction in the ebb and flow of reservations would make a significant difference in profitability.
I did, however, explain one way in which customers could react in a way which increases the fraction of Southwest reservations dropped and which reduces revenue to Southwest.
These changes need to be studied keeping in mind the full chain of consequences, not just the direct effects.
I did, however, explain one way in which customers could react in a way which increases the fraction of Southwest reservations dropped and which reduces revenue to Southwest.
These changes need to be studied keeping in mind the full chain of consequences, not just the direct effects.
There may also be some tweaks to the system. But, it is clear that the robust implemtation of the COC was not an error where somebody hit "A" when they meant to hit "B".
Mar 23, 2017, 8:32 pm
#113
Join Date: Mar 2017
Posts: 12
2) While others may charge a change fee, how is switching a $150 'Wanna Get Away' fare to a $500 last minute 'Business Select' fare much better? I'm still out an extra $350.
As has been said, the new optimal strategy will be booking "main" flight (the one I take 97% of the time) on Delta/United/Spirit/Alaska, booking a backup on Southwest, then refunding the backup flight at the last second when I know that I no longer need it. Not sure how that benefits SWA.
Mar 23, 2017, 10:07 pm
#114
Join Date: May 2005
Posts: 4,872
1) I only travel with carry-on bags. Plus there are ways to mitigate bag fees on other airlines (carry the credit card, for example).
2) While others may charge a change fee, how is switching a $150 'Wanna Get Away' fare to a $500 last minute 'Business Select' fare much better? I'm still out an extra $350.
As has been said, the new optimal strategy will be booking "main" flight (the one I take 97% of the time) on Delta/United/Spirit/Alaska, booking a backup on Southwest, then refunding the backup flight at the last second when I know that I no longer need it. Not sure how that benefits SWA.
2) While others may charge a change fee, how is switching a $150 'Wanna Get Away' fare to a $500 last minute 'Business Select' fare much better? I'm still out an extra $350.
As has been said, the new optimal strategy will be booking "main" flight (the one I take 97% of the time) on Delta/United/Spirit/Alaska, booking a backup on Southwest, then refunding the backup flight at the last second when I know that I no longer need it. Not sure how that benefits SWA.
Mar 24, 2017, 12:53 am
#115
Moderator: Southwest Airlines, Capital One
Original Poster
Join Date: Sep 1999
Location: California
Programs: WN Companion Pass, A-list preferred, Hyatt Globalist; United Club Lietime (sic) Member
Posts: 21,624
It's an ill wind that blows no man to good.
The new software caught my accidental second identical booking tonight and prevented the second ticket from being issued. The trouble is that I also noticed the error. When I went to cancel, the screen said that the ticket had not yet been issued. A phone call made sure it stayed that way.
If I hadn't noticed, there would have been no harm from the identical booking.
The new software caught my accidental second identical booking tonight and prevented the second ticket from being issued. The trouble is that I also noticed the error. When I went to cancel, the screen said that the ticket had not yet been issued. A phone call made sure it stayed that way.
If I hadn't noticed, there would have been no harm from the identical booking.
Mar 24, 2017, 11:51 am
#117
Join Date: Mar 2017
Posts: 12
Of course SWA doesn't like this, but their new policy incentivizes it. I'm playing devil's advocate to make a point.
They may not miss me, but I'd argue that your average/everyday flyer (like me, the ones that fill the bulk of the economy class seats) is just looking for the best deal, and not getting screwed over, no matter what the airline. Southwest has a good reputation for value and friendliness to the average Joe. As they start to implement policies that make them look like every other airline, they could lose that financially-beneficial reputation.
They may not miss me, but I'd argue that your average/everyday flyer (like me, the ones that fill the bulk of the economy class seats) is just looking for the best deal, and not getting screwed over, no matter what the airline. Southwest has a good reputation for value and friendliness to the average Joe. As they start to implement policies that make them look like every other airline, they could lose that financially-beneficial reputation.
Last edited by singlebackpack; Mar 24, 2017 at 11:52 am Reason: typo
Mar 24, 2017, 12:06 pm
#118
Join Date: Jun 2011
Location: MCI
Programs: CBP Global Entry, WN A-List Preferred, WN Companion Pass
Posts: 2,007
Of course SWA doesn't like this, but their new policy incentivizes it. I'm playing devil's advocate to make a point.
They may not miss me, but I'd argue that your average/everyday flyer (like me, the ones that fill the bulk of the economy class seats) is just looking for the best deal, and not getting screwed over, no matter what the airline. Southwest has a good reputation for value and friendliness to the average Joe. As they start to implement policies that make them look like every other airline, they could lose that financially-beneficial reputation.
They may not miss me, but I'd argue that your average/everyday flyer (like me, the ones that fill the bulk of the economy class seats) is just looking for the best deal, and not getting screwed over, no matter what the airline. Southwest has a good reputation for value and friendliness to the average Joe. As they start to implement policies that make them look like every other airline, they could lose that financially-beneficial reputation.
Economy class seats?
Are you CERTAIN you fly "everyday" ?
Mar 24, 2017, 12:24 pm
#119
Join Date: Oct 2005
Location: ORD, MDW or MKE
Programs: American and Southwest. Hilton and Marriott hotels primarily.
Posts: 6,462
I think singlebackpack makes an excellent point. However, Southwest decided many years ago that were going to do less and less to distinguish themselves from the main airlines in this country. Some of those moves make economic sense to me. This move does not make economic sense to me.
Mar 24, 2017, 2:04 pm
#120
Join Date: Jan 2008
Location: SLC
Programs: DL PM, Hilton/Marriott Gold
Posts: 971
Agree nsx. Southwest is making the wrong move IMO.
Some here may argue Southwest doesn't want me as customer since I'm always looking for the best deal or cheapest fare (and they'd rather have people buying $$$$ last minute seats). But if they didn't want people buying at that "sale" price, why did they offer it in the first place? Why did they send blast emails about, etc?
Some here may argue Southwest doesn't want me as customer since I'm always looking for the best deal or cheapest fare (and they'd rather have people buying $$$$ last minute seats). But if they didn't want people buying at that "sale" price, why did they offer it in the first place? Why did they send blast emails about, etc?
This policy is by no means locking you into one flight and one flight only- it just requires that you pay (or get credit for!) any fare difference and give up your seat on Flight 1234 from AAA-BBB before you can claim a seat on flight 5678 from AAA-BBB. The fluctuating nature of airline tickets is such that a $200 flight 8 weeks out may become a $250 flight 6 weeks out, then a $150 flight 4 weeks out, and southwest is still letting you reclaim that difference as travel funds if you're willing to watch flights.