Originally Posted by
shoelu
Where do you come up with this stuff? SWA is one of the most recognized airlines for customer service.
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I can answer that one....
Southwest offers low frills for low fares. People don't expect much, and they aren't disappointed. You don't complain about "bare bones" service because you expect it to be lacking. (That explains why the complaints are lower).
Legacy carriers offer higher levels of service for a more discriminating crowd. We might get a complaint from a first class passenger that the vintage of wine served was not to his liking.
So....even though our passenger is in a comfy "bed" seat with a large TV and a high level of service, they are more likely to complain. They simply expect more.
Southwest is excellent at what they do. If they want to be successful at long haul, international flying....they will have to change who they are.
That sounds like a bad idea to me. Why mess with success??
