Good News for the Good Guys: On the Strength of Pro-Passenger Decisions

[lreynolds]

Southwest Airlines chief executive Gary Kelly  drew a competitive line in the sand a couple of years ago when he decided not to charge passengers for their bags. He wisely didn't want employees to face customer wrath for an issue that would have gone against the essence of Southwest. "We had our niche for a long time," Kelly said. "We were the low-cost carrier, the low-fare carrier. Nobody paid much attention to us. Well, that ain't the case anymore," he added, the LA Times reports.

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[tjanusz]

Speaking of pro-passenger decisions: Two weeks ago I missed my Southwest flight out of Philly. Totally my fault. On my itinerary, I had read "4:50 PM" as "5:40 PM." A guy thing. No big deal. Southwest just put me on the first flight the next morning. Last evening, my daughter was flying back from Spain into JFK. Unfortunately, she was scheduled on a Delta flight to complete the trip home. Her Iberian Airlines flight arrived two hours late into JFK. As a result, she missed her Delta flight. No big deal, I thought. I thought wrong. Not only would Delta not put her on the next flight in the morning after already reaping one fare, they would charge her an additional full, one-way fare if she had elected to fly home with them today. She instead chose to take a flight with a different airline today from LaGuardia instead. Guess which one? (Moral of the story: Never schedule yourself on the last Delta flight of the day!)

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