Airline travel these days can be…frustrating, to say the least. At its worst it can be downright terrible. And when things go wrong, the customer service is usually not much better than the delay or cancellation itself. Despite all the challenges of customer satisfaction in air travel, one airline consistently ranks up top as one of the best airlines for customer service in the economy/basic economy segment – Southwest Airlines.
How does Southwest Airlines keep customers so happy? Of course, there is not just one answer - Southwest employs a range of techniques that benefit not only the customer, but also the employees, and the bottom line.
According to this article from Business.com, "Southwest offers multiple avenues for customer support, it treats its employees well, and it makes excellent customer service its mission."
Offering multiple avenues for support gives customers the flexibility to reach out in the best way for them – if that's a phone call, live chat, or email. They also offer a range of services on their app to reduce the number of customer service touchpoints, including changing flights and pre-checking bags.
Southwest takes care of its employees. This doesn't just mean offering good benefits (which they do) such as retirement plans and good healthcare. It also includes empowering them to take control of their own careers with professional development and opportunities for advancement. Taking care of employees shows that you care, which will benefit both them and you in the long run.
Lastly, Southwest "makes excellent customer service part of its mission." According to Southwest's website, "The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride and Company Spirit." If you have flown Southwest, you have probably noticed the extra-friendly and happy employees, who genuinely seem to be having fun at their jobs. These happy employees translate to happy customers!
To learn more about Southwest Airlines' customer service, check out the full article from Business.com: "Southwest Airlines: A Case Study in Great Customer Service"