As a frequent flier and a Southwest A-lister, I'm proud of the way the company has responded.
You won't see any of the other big airlines acknowledge, let alone demonstrate 1/10th of the transparency that Southwest has.
Could the process have been better? Yes. Southwest has acknowledged that. Will they learn from it. I believe so. To survive in this intensely competitive game, they already have had to out innovate the other guys. They take customer service seriously. It's their key competitive advantage.
Having flown United, Delta and American over the last two months, I can tell you that the seats feel smaller, the boarding process is more cumbersome, the flight attendants are more burnt out, and their ability to turn a plane around and get me where I need to be on time doesn't come close to my Southwest experience.
I encourage Kevin and any of the other folks who are upset by this incident to speak with their credit cards and fly another airline. You'll be giving the rest of us more room, and I suspect, a more genial flying experience.
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