I fly every week on American Airlines and have over two million domestic miles traveling with them. But last week, I flew on Southwest Airlines with my parents (and their dog) to take them back to Florida. Surprisingly, I now wish I flew on that airline all the time because of their culture.
As an Executive Platinum status flyer, American treats me well. They sit me in first class and call me politely by my name. The food they serve is even pretty tasty. But flying Southwest was somehow better even sitting in coach. It had a happier and more friendly feel. Southwest’s staff went out of their way to help both my parents who had a difficult time getting on and off the airplane. They joked and talked with each other during the boarding process. You can tell they cared about the passengers and their coworkers. They wore fun flare pins on their uniforms. The captain came out and greeted each passenger as they got off the plane. They flight attendants said goodbye to each one as well. This all made this flight seem special and fun which I have not felt flying in a very long time. Southwest definitely backs up their brand promise.
Working at an airline is a tough job. A lot can go wrong that is beyond an airline’s control. It’s a lot of waiting and angry customers because of the industry.
But somehow, Southwest’s culture turns this around for each of its passengers. This shows that a company culture will make the difference for your customers regardless of how difficult your daily business seems. Market conditions don’t always have to define it!
I only wish Southwest had a first class cabin for my 100 flights a year! They could win my business as a customer!
