Southwest Airlines Says it Won't Use New Technology to Upsell Passengers
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Other airlines are trying to segment their customers as much as possible. But that's not something Southwest plans to copy.
Southwest Airlines is watching as its competitors begin to more carefully segment customers, allotting perks based on how much passengers paid, but it does not plan to copy American Airlines, United Airlines, and Delta Air Lines, Southwest CEO Gary Kelly said Thursday.
"We want to protect our brand," Kelly said at Southwest's investor day. "Our brand is really good. We don't want to pull threads that cause the whole thing to unravel."
But for Southwest, that's only part of it. Unlike its competitors, who use sophisticated software allowing them to target offers to individual customers, Southwest still
