Southwest Airlines & United Airlines Customer Service the Good, the Bad, and the Ugly

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Southwest Airlines & United Airlines Customer Service |

The good, the bad, and the ugly |

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Marylou6996 |

4/13/2014 |

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Abstract

This is a look at how well Southwest Airlines’ customer service is compared to United Airlines’ customer service. What you will see is why Southwest has been voted #1 in customer service in numerous years and what it takes for all other airlines to keep up with them. You will also see what it takes to be voted the airline with the worst customer service.

Introduction

In today’s airline market, it is very hard to keep customers satisfied with the rising cost of tickets, the long lines at the ticket counter, and the crazy things we have to go through when going past security. It’s a wonder that any airline can please a customer but it seems like Southwest Airlines has a great policy with customer service that keeps their customers coming back for more.

Southwest Airline has always been about their customers and that is the way it should be. In an article by Terry Maxon there is a quote by Bruce Temkin that states, “Southwest does a great job with customer experience and continues to set the bar for airlines” (Consulting firm says Southwest Airlines has top customer service rating, US Airways has the worst among eight U.S. airlines., 2014). I guess one good thing that they offer their customers is the lowest prices for non-stop flights. Another great thing that they do is they are continuing to offer non-stop services to different places while still maintaining their low prices.

In another article by Fortune.com, they outline the common practices of top companies with customer service by stating:

These metrics affirm what Customer Champions have long understood: Superior service is good business. It’s also a natural byproduct of a customer-centric culture in which caring people are hired, trained to resolve a wide range of problems, and encouraged to incorporate customer feedback into everything from...