Why is it that in today's economy the legacy airlines keep taking away services and amenities, but the new kids, like Southwest, keep adding services to keep their customers happy? I think it is the way that Southwest looks at their business. They value the relationship with the customer and know that they have a choice. They want them to come back so they keep looking to expand and improve the service.
Now Southwest is adding business traveler services like priority access to security lanes. This new services will be available to customers at Baltimore/Washington International (BWI), Dallas Love Field (DAL), Phoenix Sky Harbor (PHX), Orange County John Wayne (SNA), Denver International (DEN), San Francisco International (SF)) and Los Angeles International (LAX). The service starts in November.
Check out the Fly By program on the Southwest blog.
Now Southwest is adding business traveler services like priority access to security lanes. This new services will be available to customers at Baltimore/Washington International (BWI), Dallas Love Field (DAL), Phoenix Sky Harbor (PHX), Orange County John Wayne (SNA), Denver International (DEN), San Francisco International (SF)) and Los Angeles International (LAX). The service starts in November.
Check out the Fly By program on the Southwest blog.
Working from its position as an economy flight option, Southwest has the perfect opportunity to change its offerings while making it appear to the customer that they are actually providing more than the legacy carriers. . . when it is in fact typically not. Regardless, since it doesn't have to take away services in order to save money in tough times, customers don't have the feeling that they are now paying the same price for less service. That's a great place for Southwest to be in.
Eric Pratum
The Hotel Experience
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