David Bartley could make the short drive from his home in Keller, Texas, to that other airport in the Dallas–Fort Worth area, but he chooses to travel three times as far just to fly Southwest Airlines from Dallas Love Field. David cites Southwest’s “high-touch” approach to Customer engagement as one of the main reasons he switched to the airline from the legacy carriers he flew for more than two decades.
In his role as executive vice president of General Information Services, Inc., a global background screening solutions company, David’s business travel revolves around sales and relationship management. Southwest’s convenient schedules and reasonable fares let him meet face-to-face with potential or current corporate partners, adding tremendous value to his business relationships.
David’s first flight on Southwest in 1982 followed the bankruptcy of Braniff International Airlines, a carrier where David had been employed as a flight attendant. Given his experience as a former airline employee and as a business traveler for more than 25 years, David believes he has a unique perspective on what it takes to provide a consistent travel experience. “Because of their People and their approach to good Customer Service, Southwest delivers the most complete and reliable experience in the industry,” he says.
When David made Southwest his airline of choice two years ago, his former carrier contacted him for a customer survey—but not to ask why he was no longer flying with them. After David explained why he’d made the switch, why he chose to make the longer drive, and even why he’d fly more stops to get to his destination—using words like “welcoming, comfortable, and reliable” to describe his experience with Southwest—the representative had little to say. David hasn’t looked back, and he now takes full advantage of his A-List Preferred status in Southwest’s Rapid Rewards Frequent Flyer program by bringing his wife, Dona, along on business trips using his Companion Pass.
David, it may be our People you appreciate most, but we can assure you the feeling is mutual. You’re our kind of Customer, and we look forward to serving you for many years to come.
Photo courtesy of Trevor Paulhus