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| - An outstanding business model with wonderful people to execute makes for a very successful enterprise.
I've been a loyal Southwest customer for many years, traveling for both business and pleasure frequently. But Southwest was not an easy choice. Growing up in Denver and watching Frontier grow as the hometown airline where you couldn't help but have an emotional connection (I was incredibly loyal to Frontier). However, unlike Frontier, or others that try to make you feel special on the outside, but slowly push you towards the realization that they're nothing more than just a money making facade, Southwest is the real deal.
First, no great business can have mediocre people. And I'm convinced that mediocre are bred at large facilities specializing in making people robot drones that have no personality, no ability to think critically and follow an exact script- insert US Airways training facility here.
Southwest however actually allows their employees the freedom and ability to ACT! Their opinions respected and their decisions honored. What other airline allows their flight attendants to "buy" the guy in seat 22A a drink for moving yet a few more rows back to accommodate a family with screaming children? Unfortunately in most other places that drink would have been inventoried, check-listed and held under lock and key until the payment cleared the Federal Reserve and Alan Greenspan returned back to Washington to approve.
Second, the business model. For the customer it's easy, it's convenient and it's actually flexible! You can figure out with a very low IQ exactly how everything works. Need to change a ticket? Yes, and there is no, "bam! surprise $150 change fee."
Fly frequently? In a very short period of time you're considered a loyal customer and placed on the A-List or A-List Preferred- which also happens to be the best loyalty program in the world. Yes, I said it... world! If you disagree, go educate yourself. Free priority baggage check and priority security screening so that arriving at the airport 2 hours before your scheduled departure isn't necessary- yes please.
Kind of like the tooth fairy as a kid, though even more unexpected Southwest actually puts stuff in my mailbox. The most beneficial of which are my annual birthday card (1 of two birthday cards I received this year; thanks mom) and DRINK COUPONS! Hooray for free drinks.
I keep reading reviews that say Southwest is great for short flights, however I believe that Southwest is great for ANY flight. I also read reviews about the uncomfortable seats... really? At 6'5" I would consider myself just shy of an expert on airline seating arrangements. Really though, the experts over at SeatGuru have confirmed what I've known to be true for a very long time. Southwest seats have more space between the seat in front of them and the best "full, upright position" seat pitch. Unless you pay for an upgrade over at US, Southwest has the most comfortable seats in the airline business.
--Side note, I actually have to sit with my feet elevated off the ground on most planes as the distance from my lower back to knee is greater than the space between the back and bottom of the seat and the frequent flier magazine crammed into the seat back pocket of the seat in front of me. Now that just sucks- and I don't have to deal with that with Southwest.
Overall, a phenomenal airline with great people that make flying just a bit more exciting and dare I say it, enjoyable. Thanks Southwest- you guys rock!
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