The airline that has the most things go wrong also has the fewest complaints
Full article here
“Here’s a paradox: The airline that gets the fewest complaints also seems to have the most things go wrong, according to data compiled by Crain’s Chicago.
Among the five categories surveyed, Southwest led seven U.S.-based airlines for rate of: Involuntary boarding denials, Mishandled baggage, Fewest on-time departures.
Yet, Southwest also had the fewest rate of overall complaints — 0.34 per 100,000 passengers, compared with the leader, United, at 2.3 per 100,000.”
Strong fanbase for WN… very loyal customers regardless of what happens. Many of them still think that WN always offers the lowest fares…
The low complaints are a result of customers with low expectations……..
The old Southwest used to be great with an excellent safety record, on time arrivals and you could always get a seat. And the prices were great and the mileage program was OK. Then management went and “enhanced” the airline…
They treat their employees very well and they are always happy and helpful. Learn from that, United.
This is what happens when (almost) all employees at a company act like they enjoy their job and offer service with a smile. Esp goes a long way when an issue comes up.
There’s no head scratcher here. When there is a problem on Southwest, the employees explain it clearly and often. They also keep passengers informed about what happens next and fall over dead on this one, sometimes apologize.
In my experience, when there is a problem on AA, UA or other legacies, the agent mumbles an incoherent update,if a passenger has a question, they are rebuffed, and the cabin crew will never mention let alone apologize for the service failure.
So it’s not surprising at all. Most complaints are not about situations but about how the customer was treated when things went wrong.
NO change fee, no bag fee. Happier customers? Also happier employee makes happier customers!!
I fly on Southwest and I don’t waste my time complaining about anything because they don’t care! They don’t fix anthing that is wrong, give points for inconvenience, don’ t apologize. You get nothing…they have actually written to me saying we can’t please everyone! Their attitude is take it or leave it. They value their employees way above customers.
I just don’t understand the fascination with Southwest… I have flown it a couple of times and can’t get past the cattle heard process. I understand the attraction for occasional travelers, but not anyone that flies regularly..