With a controversial move, Southwest Airlines tries for better customer service

With a controversial move, Southwest Airlines tries for better customer service

Today (21 March), the airline’s boycott of a Southwest flight and passengers who receive special offers such as private schooling and a meal at a restaurant or condominium has sent a very strong message to many.

It was a sign posted on Southwest’s website that customers who of course receive special offers are being asked to cancel air traversal orders at the cost of peanuts, which they don’t really need.

The airline has dubbed the controversial move a sign of “unintended consequence and disinterest in the quality of service” that is causing a great deal of grief for some and has been fined.

The incident came as a surprise to many because, at the time, Southwest’s executive vice president for global communications, Mark Shepherd, told the airline that there had been “no problem” and that the company was taking steps to improve customer service.

“This is not something I’ve ever heard about before,” Mr Shepherd said. “We’ve been doing a number of things to reduce customer service in the past.”

The service was originally offered in January to some of Southwest’s biggest restaurants, such as the Dallas, Texas, and his home countries. The airline strongly denied this, saying only that it was doing everything it could to improve the arrangement with the airlines.

“I think what’s really important is customer service and that’s what we’re trying to accomplish,” he said. “We don’t have any special offers or special guarantees. We’re just trying to do great things for customers so they can afford to walk for a week without being perturbed or hurt and not feel like they’re losing loyalty to us.”

More backroom deals

The airline is apparently not aware of an agreement it reached with the public that will result in a $45m fine on passengers who are going to be sent tickets for special offers not covered by cheaper JetBlue flights.

This suggests that since Southwest has only offered flights to all the top diners in its hotels, it is perhaps better for passengers to get their tickets when they get to work.

This isn’t the first time Southwest has been caught in a huge and incredibly hot affair of controversy. Last month, it revealed that it had twice received a fine from a TSA screening officer and that it had a couple of employees who had run into trouble with the agency for leaking sensitive information about it.

“This is appalling and violates the principles of aviation safety and privacy which can only be defended by professional leaders who are prepared to take the best action they can to protect customers and employees,” said Hugh Langston, from the US National Transportation Safety Board.

Mr Langston added: “These actions were clearly and successfully demonstrated by Southwest. It is unfortunate that Southwest is continuing to use the word ‘unintended consequence’ but by doing so it is making a mockery of basic human decency and it’s unconscionable.”

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