http://www.bnet.com/blog/airline-business/southwest-8217s-muddled-attack-on-change-fees-may-backfire/3146
There is no change fee, but as the long tagline says, there is a fare difference to be paid. That fare difference can be hundreds of dollars, and your average traveler will not be happy with that. If people think “no change fees,” then they don’t usually separate out the fees versus the fare difference. They’re instead get it stuck in their heads that there are no additional costs to change. And that’s not true.
There is no change fee, but as the long tagline says, there is a fare difference to be paid. That fare difference can be hundreds of dollars, and your average traveler will not be happy with that. If people think “no change fees,” then they don’t usually separate out the fees versus the fare difference. They’re instead get it stuck in their heads that there are no additional costs to change. And that’s not true.