I have been a SW customer exclusively for many years; however, I recently tried to book my usual direct flight from ATL to DTW or GRR airports only to see no direct flights listed. I called the company for assistance and was told that all direct flights to Michigan have been cancelled. The phone attendant was apologetic, but otherwise unhelpful and didn't eve offer to forward my concerns. This is ridiculous. Flights with stopovers take five hours or more, where a direct flight takes two hours tops. The direct flights were very popular and were always fully booked. This was a profitable route for SW. I am elderly and cannot do long flights with frequent changes. If SW is not willing to maintain a direct flight to Michigan, I am going to have to fly another airline. This time it is Delta (which I hate), but I have no other choice. I would like to hear a response from SW, but certainly won't hold my breath. Unless you start refocusing on customer retention, I predict an fast bankrupcy for SW in the very near future.
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