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Of course, YMMV, but Southwest Airlines is very focused on customer service, and it is very successful.
by Hnrobert42 6y ago
Of course, YMMV, but Southwest Airlines is very focused on customer service, and it is very successful.
- otterley 6y agoIndeed! But they rarely have the lowest prices anymore. Certainly not the kinds of bargains you find on RyanAir or easyJet. SWA also doesn't give refunds unless you fly unrestricted, which is usually 3x the price of a restricted fare. To their credit, they don't charge change fees. The way I think of RyanAir or easyJet or the like is a bit like gambling. Maybe 90% of the time you'll get a super cheap flight and everything will go fine, but the other 10% you'll lose your money. In the long term, though, it's a good deal for the passenger.
- wrs 6y agoThe point is, Southwest doesn’t have the lowest prices, does focus on customer service, and is profitable, so it’s the counterexample to the “race to the bottom” argument. (Or it was—who knows what post-2020 airlines will look like...)
- underseacables 6y agoI disagree. Southwest engages in a lot of white washing and PR to project this image of an airline that “cares” but in actuality they’re no better than any others. On airlines it’s not YMMV it’s “dignity comes with a price.”
- Hnrobert42 6y agoOn SW, they don’t charge baggage fees. They don’t charge change or cancellation fees up to minutes before departure. Their staff has always been more cheerful and humorous than AA or United or really any other carrier than maybe VietJet. So I don’t know by what standard you are evaluating them as no better, but by both the objective and subjective standards I propose, they are better.