Nuts About Southwest

With your tremendous dedication to customer service excellence, being nuts about Southwest is easy! Thanks to Colleen and Linda for working with me. It was quite generous of both of you.

Will do, Leo!

I've heard 99% AWESOME things about Southwest airlines. I truly wish you all stopped here in Madison WI so that Madisonians and myself could experience the great customer service first-hand.

I sit waiting in the wings...

~China Moon, RealtorÂ

I read both articles today, this one on Colleen's views behind customer service and also the article on fare wars..
Maybe these articles should have been combined..
Colleen hit the nail on the head when she said that they get people to try SWA by offering unbelieveable prices but they keep us coming back because there is no competition when it comes to service..
Hands down we would always choose SW over other airlines because of customer service..
In my eyes there is no other airline with such an amazing group of people from the top of the corporate ladder down to those that we don't see or hear much about..
I can honestly say that after all of our flights we LUV SWA not only for the savings but also because of the people..
Cindy

Colleen,
Your answers to the interviewer were excellent, powerful and very appropriate. For years, the flying public, the business world and the media outside of Texas have often looked upon "little ole Southwest" as a blip on the radar screen down in Texas and tended to dismiss SWA is a fad that would eventually go the way of the Pet Rock.

Well, guess what? SWA is NOT going away, but is finally receiving some long overdue and much deserved publicity. Unfortunately, that attention is currently focused on Wright Amendment issues and low fares, but once they get to talking about Southwest enough, interviews such as yours in the linked blog will help educate them that Southwest is MORE than just a low-fare airline.

Eventually, not only the aviation industry, but the entire business world will begin to figure out that the success of SW is due more to how it TREATS people than how it CHARGES people. Low fares are wonderful, and are a big incentive to get folks to fly, but what brings them back again and again is the POS that they receive from all of your Employees.

Thirty-five years ago, Herb helped to start what will someday be seen as a cultural revolution in the way businesses treat both employees and customers, and despite the Elvis outfits, Wild Turkey and Harleys, I think THAT will be his lasting legacy and what historians will note ahead of low fares!

We LUV you guys and gals,
Kim :-)

I have flown southwest for many years, hold the southwest credit card.....and I am now considering other options for my future travel. My last flight to Vegas was a nightmare and the airport staff in Vegas was non-responsive. I tried to call Southwest corporate but was not given anyone to talk to about the situation, I was put off and was told I would have to write a letter. What happened to the great customer service I was spoiled with?

Tricia,
No one is perfect, and that includes the Southwest Employees. I certainly believe that you had a bad experience, but, I have to feel that it was highly unusual for them to be "non-responsive" to your concerns. Any of the times that I have ever had a reason to inquire about something or mention a concern with ANY SW Employee, whether ground-based, air-based or phone-based, I've gotten what I've felt was a honest and sincere desire to make sure that the situation was addressed and that I would look back on the event favorably.

I'm really sorry that their famous "Positively Outrageous Service" was not up to par for you, but I urge you to contact their Customer Relations folks at their corporate office (see the website for details: http://www.southwest.com/about_swa/luvbook.html ) again.

Give 'em a chance to make you happy!
Best wishes,
Kim

Hi there. I googled "airline customer service blogs" and up you popped. Not sure my offering will even mesh with what you're doing, but I'm Jeff Hoyt and I write and produce a podcast called "Hoytus Interruptus." My latest show is called "Freshly Squeezed at 30,000 Feet." It's about a recent flight I took where I sat next to two extremely large passengers. It's a funny (albeit frustrating) tale that features a lot of great music. I also briefly discuss the whole issue around obesity and air travel.

If you or any of your readers would like to hear it, I'd be honored to have you drop by:

http://www.hoytus.com

How far will Southwest go to "under promise and over deliver on the Customer Experience."? I recently had the unpleasant experience of loosing my luggage while flying Southwest. I understand that these things happen and until today have not been upset about the situation (minus a misunderstanding in Long Island.) The agent who took my report in Baltimore was very helpful and friendly, he did a difficult job with the utmost professionalism.
Today however I received my refund check and it was not what I expected. I will follow all the proper channels to dispute the settlement; however I fear an endless stream of policy, procedures and standards because that's what most big companies hide behind. I believe, in customer service, there is a big difference in settling and issue and making it right. I sincerely hope that I can find someone at Southwest who knows the difference and will work with me to make this a win-win situation.

I've been flying for business for over 20 years and have joyfully settled into a routine during the past several years of flying (pretty much) exclusively SWA. During this time I've graciously been awarded several Companion Passes. This helps to take a huge sting out of traveling for a living in that my wife can always join me when her schedule permits...free of charge!

That, in itself is enough for me to love SWA, and I do, but your great customer service is really what deserves my loyalty. Thank you for being different.

One of the differences is assigned seating. I recently heard a rumor that you may be considering assigned seating. For what it's worth, I like your open seating policy and encourage you to retain it.

I tend to make many last minute reservations and my concern with assigned seating lies primarily with the unlikely prospect of not being able to sit next to my wife.

Actually, SWA played a major role in our romance as we were living in different cities during our first year of 'courting'. You can see I have many reasons to say thanks...so, thank you for being a little different than the 'other' guys, for great customer service, for companion passes and your generous Rapid Rewards program. I luv you just the way you are......................RH.