When it comes to user-friendliness among airline sites, Southwest.com probably has no competition. It’s been the Google of travel dot-coms: simple, intuitive and fast. But since launching in 1995, it has changed very little. Why mess with a good thing?
Well, Southwest is about to mess with a good thing (and hopefully make it a better thing). This morning, it will announce plans to upgrade its Web site to “enhance the customers’ travel experience.” The new, improved Southwest.com, it promises will only strengthen the qualities that made the original so successful.
Now, this could go two ways, as far as I can tell. First, it could be met with a hostile reaction from the public, the way its plan to add advance seat assignments were greeted. Or people could love it.
My vote is: love it.
Southwest usually pays close attention to what its customers want, and then gives it to them. There are numerous examples of that, including simple air fares, great service, and common-sense policies.
What do you think of the new site? By the time this is posted, it should be live. Send me a note and let me know.
Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.
Elliott is consumer advocate 
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