Tag Archives: Southwest Airlines

Metrics That Don’t Matter

As you may know, US airlines keep track of actual on time arrival and departure information and it is publicly available. Late flights arriving or departing are tracked. A belief exists that this information helps the public select flights. The … Continue reading

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A Brief Study in Contrast

Two customer experience stories in the same day. One is an example of great (and from an airline no less). The other is an example of pathetic, at best. Let’s start with the great one. I was sitting in the … Continue reading

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I Was Stupid And They Saved Me

I bash the airline industry a lot on this blog. Firstly, I fly often so I get lots of opportunity; and secondly, they give me lots of examples. That being said, when they do a good job, I also like … Continue reading

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Simple Solutions To Complex Problems

As regular readers know, I criticize the airlines a lot, and for good reason. And occasionally they do something really good, and I have to give them kudos. This one is from Southwest Airlines, and it was simple and cool. … Continue reading

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Customer-Centricity Is A Mindset

As long time readers know, I fly a lot. Lots of flights, lots of gate agents, flight attendants, etc. Some good, some great, some who need to consider another career. However, I heard something shocking recently on a Southwest Airlines … Continue reading

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God bless SWA

As regular readers know, I fly a lot. Over the last few years I have increased my travel on Southwest Airlines. This has occurred because with all the mergers I rarely get upgraded on the “legacy” airlines, and with fewer … Continue reading

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What outcome are you trying to produce?

A well written post on the Lean CEO blog recently looked at the propensity of airlines to pad their schedules. The writer notes that this is a classic “inventory” solution to ineffective processes and a failure to apply lean thinking correctly. I … Continue reading

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