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  • Writer's pictureAmi Kassar

AmiSight 6/3: Southwest Airlines Piloting New Customer-Friendly Initiatives

In its latest move to improve the customer experience, Southwest Airlines is making it easier to book flights by including its fares in Google’s search results. 


In an effort to draw customers to its own website, Southwest had previously omitted its fares from searches on Google Flights and from online flight aggregators like But, at least for now, the Dallas-based carrier’s fares are shown on Google Flights alongside those from other airlines on Google Flights, CBS MoneyWatch reports.


While customers can still book their flights on Southwest’s website, the airline hopes to gain new customers who want to compare their options in one spot on Google. 

This is just the latest change Southwest is piloting to boost its disappointing first quarter results and temper the impact of the delays on Boeing 737 Max 8 planes. CEO Bob Jordan told a Wall Street analyst that the airline is also considering overhauling its signature open seating policy and assigning customer seats as most other airlines do. In the coming years, it also plans to start scheduling red-eye flights for the first time.

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