Airline passengers need to get to their destination quicker, but they also want to enjoy high-quality customer services. Customer service in the airline industry is extremely important because it fosters customer loyalty. A good flying experience will lead to repeated use; a bad flying experience, not only will lead to loss of loyalty, but most importantly to negative word-of-mouth. In such a competitive marketplace and highly concentrated industry as the airline industry, airlines need loyal customers to sustain a competitive advantage.
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Comments
We have been flying Southwest almost exclusively for many many years. This year is the first time we've had a major problem. The Nashville airport curbside checkin was so understaffed that it took 50 minutes to check in -- making our bags "late." Our bags did not arrive at the Norfolk airport until 10 p.m. We were scheduled to arrive at Norfolk about 2:30. We got there at 4:30 and waited for our bags because there were two flights after ours that could possibly have had our bags on them. Neither did.
Our final destination was Richmond, VA where our son and daughter-in-law live. Our son arrived at the Norfolk airport at 2:30 to me us. We left the airport about 7p.
The bags arrived about 10p on Tuesday. They are to be brought to us FedEx priority service (possibly OVERNIGHT). I am confused as to why the phone call was made on Wednesday morning to FedEx to come pick up the bags and deliver them the NEXT day -- thus delaying delivery of the bags until THURSDAY.
I guess the bottom line is that it will take about 50 hours for our bags to get to us!
I know Southwest is a great airline. We will continue to travel Southwest. But this situation is irritating enough that I feel compelled to post a message.
12-31-09 Thursday 5:45PM
To Customer Service Director:
My name is Mark LaMoure and I'm from Boise, ID.
I want to compliment you on hiring one of the finest stewardess' I've encountered in a few years.
Coming from Seattle and going to Boise, ID on December 27, 2009 on Sunday evening on flight #3290, I had the most delightful, excellent Stewardess.
Her name is Brooke. She was an "A+" lady who totally impressed me with her top courtesy, politeness and friendliness. She acted the way the rest of the Stewardesses didn't act. She was upbeat, positive and absolutely wonderful. She was helping everyone to the maximum of her ability. She was an employee I would love to have working for me. She was a pure white, sparkling diamond of the highest quality. Be glad you have her working for you.
In other words, Southwestern Airlines hires some superior stewardesses. Keep up the good work. You're doing an outstanding job. Southwester Airlines deserves an "A+" for superior work. People like you are the backbone of excellence and represent this country's BEST.
Thank You. Happy New Year. God Bless You ALL,
Mark LaMoure,
Boise, ID
Thanks, Mark,
We will share with the appropriate folks.
Brian
January 5, 2010, I was flying from Birmingham, Al to Jax, Fl. When I went through Security, being pushed in wheelchair, The skycap and I both forgot my carryon bag, left at Security. I am 80 yrs old, and should have been keeping up with my own bag, but didn't. When I heard my name called to come back to security (skycap had already left me at gate. ) , One of your wonderful gate agents, Eva, volunteered to walk back to Security and retrive my bag. Beyond the call of duty. I am most grateful to her.
Please commend Eva for being an excellent representative of your Airline. I have her name and emp # , but do not want to make public. Would like to write letter to company for her file.
Please email address to me. Thank you.
Peggy, it will be my pleasure to pass on your comments, and thanks for your patonage!
Brian