Southwest Airlines Community

As the "social customer" like Kevin grows more prominent - Paul Greenberg has written a recent CRM book on the social customer - expect more incidents like this. I think you came out ok this time because Kevin went on and on and turned the tide - as I blogged at http://dealarchitect.typepad.com/deal_architect/2010/02/setback-for-the-social-customer.html But as a fan of SW - and one of your best customers having qualified for a companion pass for 6 years now - I am constantly shocked at how little access you give your front line employees to customer lifetime info. Kevin should have flagged as one of your best and this incident should never have happened in the first place. In your goal to be democratic you ignore the physics of business. Your best customers deserve better treatment than your infrequent customers. ... View more

I am a very frequent flier - companion pass for last 5 years, so this is not just a snarky comment but a hope my bad experience with your wi-fly and that of 4 others on flight 624 on July 29 from Nashville to Oakland was an exception - I blogged about it below http://dealarchitect.typepad.com/deal_architect/2009/07/yearning-to-get-on-the-att-mobile-network.html ... View more

I am a big SW fan - qualified for companion pass last 5+ years. But my beagle, Peanuts has always wondered why. In fact, in a column he wrote earlier this year he complimented Jetblue's pet policy - see below. I will have to tell him he needs to switch loyalties:) http://florence20.typepad.com/renaissance/2009/03/guest-column-er-howl-um-technology-and-beagles.html ... View more

Gary, welcome to blogging. I am a multi-year running Companion Pass kind of flyer. I am also in the technology business (and fellow blogger) and like to see it applied to optimizing airline ops. But on the assigned seats - don't do it! You have optimized seating by allowing travelers to get their seats 24 hours in advance. That just about guarantees an A boarding pass holder a seat of their preference on the plane. Opening it 3-6 months in advance is no fairer...then as an "elite" flyer I will expect to have you hold some seats for us elite...you will open another can of worms...The system works fine right now. Those who call SW cattle car or milk run (I hear that all the derisive talk about SW every time I fly internationally on Delta) will never convert to you anyways even with assigned seats...focus on your loyal customers ...most are likely of my opinion... ... View more

Kim, with due respect this affects way more than DFW...as SW commercials say "freedom to move about the country" it is a bit disappointing that my old home towns - both Dallas and Fort Worth have hijacked this issue for so long...I live in FL and can fly non-stop most everywhere to the Midwest and NE on SW, but to fly West my choices are more restricited or involve multiple ticketing/changes of flight etc. Not exactly freedom to move about the country... ... View more

I am a big SW customer (companion pass last several years) and a big fan - I weave SW in to many of my technology blogs. On the Wright Amednment. You will probably cringe because you want it behind you, but I just blogged below asking Congress to remove the proposed 8 year long haul phase out. You have been punished enough - why another 8 years? http://dealarchitect.typepad.com/deal_architect/2006/06/eight_years_is_.html ... View more

Colleen, congrats on the anniversary. I am a big SW customer (companion pass last several years) and a big fan - I weave SW in to many of my technology blogs. I noticed the Wright Amendment may be reaching a settlement. You will probably cringe because you want it behind you, but I just blogged asking Congress to remove the proposed 8 year long haul phase out. You have been punished enough - why another 8 years? http://dealarchitect.typepad.com/deal_architect/2006/06/eight_years_is_.html ... View more

I blog mostly about technology but as a loyal Southwest customer ( I fly enough to qualify for a free companion pass most years) I use you as examples in many a blog. I know you receive a number of kudos but you probably do not get enough for encouraging a group of dreamers around the world who are rasiing the quality of aviation around the world. Here is a recent blog I wrote after a global trip... http://florence20.typepad.com/renaissance/2006/04/da_vinci_is_loo.html ... View more