The Changing Landscape of Airline Travel

This chapter examines Southwest Airlines' shift to assigned seating and premium options, questioning its impact on customer loyalty and the airline's original mission. The discussion highlights the trend of unbundling services in the airline industry and critiques the deceptive pricing strategies that prioritize low fares over service quality. Additionally, it reflects on the evolving passenger experience and systemic issues raising concerns over cancellations and delays due to capacity optimization.