4 ms·

In terms of culture, United needs to learn from Southwest. Southwest has great culture internally as well as externally. United has bunch of slogans as culture.

In terms of culture, United needs to learn from Southwest. Southwest has great culture internally as well as externally. United has bunch of slogans as culture. Their CEO has no clue about creating a culture that delights customers. He blamed the customer in the letter and then blamed it on system failure but never on him. He failed to create a customer centric culture and instead fostered a culture that perceives customers as a threat or idiots for flying their airline.

deleted 10y ago
[deleted]
zzalpha 10y ago
In terms of culture, United needs to learn from Southwest. Southwest has great culture internally as well as externally. LOL, you mean this Southwest? https://www.theguardian.com/film/2010/feb/15/overweight-filmmaker-banned-southwest-airlines https://www.theguardian.com/film/2010/feb/15/overweight-film... Wait, maybe you meant this Southwest: https://www.washingtonpost.com/news/morning-mix/wp/2016/04/18/uc-berkeley-student-removed-from-southwest-flight-after-speaking-arabic-on-plane/ https://www.washingtonpost.com/news/morning-mix/wp/2016/04/1...
- lightbyte 10y ago
  I dont see anything wrong with your first link. If someone can't fit in their seat they should buy two seats or not fly.
  - Mithaldu 10y ago
    As a fat person myself, yeah, if you get that far it's on you to make that clear in advance, not in the airline to measure your waist at the gate. That dude is just being an entitled dick.
hexane360 10y ago
Do you have some examples of Southwest's good culture? My only experiences with Southwest have been negative. a) They're always more expensive on the flights I take. b) They hide their fares from aggregators like Google Flights.
- lolc 10y ago
  In a surprise event, a Hacker News commenter discovers correlation between price and quality, spurs entirely new branch of economic research.
- perseusprime11 10y ago
  https://hbr.org/2015/12/how-southwest-airlines-hires-such-dedicated-people https://hbr.org/2015/12/how-southwest-airlines-hires-such-de... "At Southwest, for example, we talk about hiring not for skills but three attributes: a warrior spirit (that is, a desire to excel, act with courage, persevere and innovate); a servant’s heart (the ability to put others first, treat everyone with respect and proactively serve customers); and a fun-loving attitude (passion, joy and an aversion to taking oneself too seriously.)"
- triangleman 10y ago
  They are well known for being the cheapest domestic airline, and the only one to turn a profit every year for the last 30+ years, and thus have never gone bankrupt or been bought out like every single other American airline. They only buy a single type of plane and fly it back and forth between the same city pairs. Thus their main competition used to be bus service. Often they would advertise one-way fares for $39 or even $19 as a promotion. Today you can still fly for under $100 between many cities (I live in Texas where they were founded so maybe my experience is different from yours). As for hiding fares from aggregators, it turns out that there is a global booking system served by only a few companies, the largest I think is called Sabre, and in order to list on that system you need to pay a big annual fee. So in another example of cost cutting, Southwest refused to pay the fee and just sells tickets directly to customers, cutting out travel agents. They were the first to have unassigned seats, the first to eliminate meals from flights, and they even used to have provocatively dressed stewardesses before that became uncool. Today the flight attendants sing songs over the intercom. They even used to shave off a few minutes of turnaround time by having everyone out on the tarmac for boarding when the plan pulled up. It was a big game of musical chairs and apparently people found this fun.

deleted 10y ago

[deleted]

zzalpha 10y ago

In terms of culture, United needs to learn from Southwest. Southwest has great culture internally as well as externally. LOL, you mean this Southwest? https://www.theguardian.com/film/2010/feb/15/overweight-filmmaker-banned-southwest-airlines https://www.theguardian.com/film/2010/feb/15/overweight-film... Wait, maybe you meant this Southwest: https://www.washingtonpost.com/news/morning-mix/wp/2016/04/18/uc-berkeley-student-removed-from-southwest-flight-after-speaking-arabic-on-plane/ https://www.washingtonpost.com/news/morning-mix/wp/2016/04/1...

lightbyte 10y ago
I dont see anything wrong with your first link. If someone can't fit in their seat they should buy two seats or not fly.
- Mithaldu 10y ago
  As a fat person myself, yeah, if you get that far it's on you to make that clear in advance, not in the airline to measure your waist at the gate. That dude is just being an entitled dick.

hexane360 10y ago

Do you have some examples of Southwest's good culture? My only experiences with Southwest have been negative. a) They're always more expensive on the flights I take. b) They hide their fares from aggregators like Google Flights.

lolc 10y ago
In a surprise event, a Hacker News commenter discovers correlation between price and quality, spurs entirely new branch of economic research.
perseusprime11 10y ago
https://hbr.org/2015/12/how-southwest-airlines-hires-such-dedicated-people https://hbr.org/2015/12/how-southwest-airlines-hires-such-de... "At Southwest, for example, we talk about hiring not for skills but three attributes: a warrior spirit (that is, a desire to excel, act with courage, persevere and innovate); a servant’s heart (the ability to put others first, treat everyone with respect and proactively serve customers); and a fun-loving attitude (passion, joy and an aversion to taking oneself too seriously.)"
triangleman 10y ago
They are well known for being the cheapest domestic airline, and the only one to turn a profit every year for the last 30+ years, and thus have never gone bankrupt or been bought out like every single other American airline. They only buy a single type of plane and fly it back and forth between the same city pairs. Thus their main competition used to be bus service. Often they would advertise one-way fares for $39 or even $19 as a promotion. Today you can still fly for under $100 between many cities (I live in Texas where they were founded so maybe my experience is different from yours). As for hiding fares from aggregators, it turns out that there is a global booking system served by only a few companies, the largest I think is called Sabre, and in order to list on that system you need to pay a big annual fee. So in another example of cost cutting, Southwest refused to pay the fee and just sells tickets directly to customers, cutting out travel agents. They were the first to have unassigned seats, the first to eliminate meals from flights, and they even used to have provocatively dressed stewardesses before that became uncool. Today the flight attendants sing songs over the intercom. They even used to shave off a few minutes of turnaround time by having everyone out on the tarmac for boarding when the plan pulled up. It was a big game of musical chairs and apparently people found this fun.