How an airline SHOULD be run..
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How an airline SHOULD be run..
IF a low cost carrier can provide service like this, then why cant a full size carrier like QF?
A fluid leak forced Deepak's Southwest flight from Oakland to Seattle back to the airport. Southwest shifted passengers to a waiting plane, and everyone made it to Seattle about two hours late. Within a week, Southwest sent passengers an extraordinarily honest and informative letter detailing exactly what went wrong, and by way of apology, tossed in a $175 voucher.
Deepak writes:
With all the bad press airlines have been receiving of late, here's a positive story for you. My wife & I were on a flight back to Seattle from Oakland a few weeks ago (Aug 10th). Almost immediately after take off, the pilot came on the intercom and said that a pressure sensor had gone off, and we had to go back to Oakland. After a collective groan from everybody on board, we turned back around and landed. They kept us on the plane for a short amount of time while the mechanic examined the issue. He apparently determined it wasn't fixable in short order, so they deplaned us, and put us on another plane. All in all, the delay was maybe 2 hours tops, and everybody at Southwest was very nice, as were all of the passengers.
So we arrive in Seattle a couple of hours later than expected, no big deal for us at all, given it was a Sunday afternoon, and we weren't in a rush to get anyplace but home. A week or so later, we each received the following letter from Melissa Chalupa, Assistant Manager, Proactive Customer Service Communications. Sorry I don't have a scanner, so I'm transcribing it instead. Included with this letter was a $175 voucher for Southwest!
I'm already a pretty loyal Southwest customer, but this was an unexpected (to me at least) gesture!
Southwest's letter:
I'm sorry for the unexpected circumstances surrounding the disruption of your Aug 10 flight from Oakland. In addition to my apologies, I'd like to provide you with some information about what happened that afternoon.
Shortly after takeoff, the Pilots received a low pressure indication for one of the two independent hydraulic systems (A&B) on the aircraft. In response to this situation the Captain returned to have the aircraft inspected. In this case, the problem was with the A hydraulic System - there was a fluid leak. After speaking with our Maintenance Department, I learned that the supply line which helps operate one of the movable panels on the aircraft's wing surface was leaking hydraulic fluid, and as such, the corresponding line was then replaced to fix the problem.
Thank you for your patience while alternate flight arrangements were made to continue your trip. With the hope that you will grant us the opportunity to prove there are better experiences to have with us, I'm sending a LUV Voucher to each person who was onboard your flight that we invite you to apply toward future Southwest reservations. We truly appreciate your valued patronage, and we look forward to welcoming you back again real soon.
Kind Regards
Melissa Chalupa
Enclose : One Southwest LUV Voucher.
Compare Southwest's response to U.S. Airways'. The situations are obviously different, but Southwest is practically eager to throw around vouchers to keep customers happy. As we've seen, happy customers mean profitable companies. The difference is just one of the reasons U.S. Airways' profit plummeted by almost 20% last quarter, while Southwest's soared 11%.
link to original source here
A fluid leak forced Deepak's Southwest flight from Oakland to Seattle back to the airport. Southwest shifted passengers to a waiting plane, and everyone made it to Seattle about two hours late. Within a week, Southwest sent passengers an extraordinarily honest and informative letter detailing exactly what went wrong, and by way of apology, tossed in a $175 voucher.
Deepak writes:
With all the bad press airlines have been receiving of late, here's a positive story for you. My wife & I were on a flight back to Seattle from Oakland a few weeks ago (Aug 10th). Almost immediately after take off, the pilot came on the intercom and said that a pressure sensor had gone off, and we had to go back to Oakland. After a collective groan from everybody on board, we turned back around and landed. They kept us on the plane for a short amount of time while the mechanic examined the issue. He apparently determined it wasn't fixable in short order, so they deplaned us, and put us on another plane. All in all, the delay was maybe 2 hours tops, and everybody at Southwest was very nice, as were all of the passengers.
So we arrive in Seattle a couple of hours later than expected, no big deal for us at all, given it was a Sunday afternoon, and we weren't in a rush to get anyplace but home. A week or so later, we each received the following letter from Melissa Chalupa, Assistant Manager, Proactive Customer Service Communications. Sorry I don't have a scanner, so I'm transcribing it instead. Included with this letter was a $175 voucher for Southwest!
I'm already a pretty loyal Southwest customer, but this was an unexpected (to me at least) gesture!
Southwest's letter:
I'm sorry for the unexpected circumstances surrounding the disruption of your Aug 10 flight from Oakland. In addition to my apologies, I'd like to provide you with some information about what happened that afternoon.
Shortly after takeoff, the Pilots received a low pressure indication for one of the two independent hydraulic systems (A&B) on the aircraft. In response to this situation the Captain returned to have the aircraft inspected. In this case, the problem was with the A hydraulic System - there was a fluid leak. After speaking with our Maintenance Department, I learned that the supply line which helps operate one of the movable panels on the aircraft's wing surface was leaking hydraulic fluid, and as such, the corresponding line was then replaced to fix the problem.
Thank you for your patience while alternate flight arrangements were made to continue your trip. With the hope that you will grant us the opportunity to prove there are better experiences to have with us, I'm sending a LUV Voucher to each person who was onboard your flight that we invite you to apply toward future Southwest reservations. We truly appreciate your valued patronage, and we look forward to welcoming you back again real soon.
Kind Regards
Melissa Chalupa
Enclose : One Southwest LUV Voucher.
Compare Southwest's response to U.S. Airways'. The situations are obviously different, but Southwest is practically eager to throw around vouchers to keep customers happy. As we've seen, happy customers mean profitable companies. The difference is just one of the reasons U.S. Airways' profit plummeted by almost 20% last quarter, while Southwest's soared 11%.
link to original source here
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Get real....Do British Airways/Singapore/United/Air New Zealand/Cathay/Emirates etc etc send every single passenger a letter when their flight is delayed or cancelled?? I think not. And do YOU expect a letter from these airlines if it happens to you? I know that I have never expected a letter when it has happened to me. I realise every passenger thinks THEY are the single most important customer the airline has. However, these passengers that think that need to build a bridge and get over it. Aircraft break down, weather delays cause problems and not everything runs to schedule all the time.
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And do YOU expect a letter from these airlines if it happens to you?
Clearly some passengers appreciate it when an airline goes out of their way, and raises the bar. Small things like this can help loyalty massively.
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Ultralights,
Their high standard extends not only to thire customers but also to the employees. As far as I'm aware, The CEO (who I think is retired now) was gifted with a Harley Davidson for his 60th birthday. The bike was purchased by the pilot group.
The CEO worked out very early in the piece that having happy staff would pay big dividends. In fact in the book about southwest its made clear that the pilot group control 40% of the budget and thus having them happy is good for business.
40 will become 50 some day soon and all I can think of is what lengths some people go to to screw the very people that control the fuel/cashflow.
A happy employee can save thousands, unhappy can cost millions.
Their high standard extends not only to thire customers but also to the employees. As far as I'm aware, The CEO (who I think is retired now) was gifted with a Harley Davidson for his 60th birthday. The bike was purchased by the pilot group.
The CEO worked out very early in the piece that having happy staff would pay big dividends. In fact in the book about southwest its made clear that the pilot group control 40% of the budget and thus having them happy is good for business.
40 will become 50 some day soon and all I can think of is what lengths some people go to to screw the very people that control the fuel/cashflow.
A happy employee can save thousands, unhappy can cost millions.
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Tempo
This is an example of a pretty classy effort at proactive marketing.
I have had clients recently presented with a $1200.00 AUD voucher for a messy diversion is South Africa.
They have forgiven the weather diversion.
Positive marketing does work.
EWL
This is an example of a pretty classy effort at proactive marketing.
I have had clients recently presented with a $1200.00 AUD voucher for a messy diversion is South Africa.
They have forgiven the weather diversion.
Positive marketing does work.
EWL
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That's why Southwest is and has been since it's 1st flight, so damn successful!
Tempo - You're in a service industry sunshine, in case you weren't aware. Those with the best service survive. This little episode of customer service needs to be tattooed on the insides of many CEO's and bean-counters spectacles, around this region. What you speak of is no excuse for mediocrity. Everyone likes to think the world revolves around them and that they are important... here at least someone cared.
You know as well as I do that much is built on perceptions, (which are often wrong) but this piece of good-will, will spread quickly on the bush telegraph and gain 10-fold the number of pax, I bet.
Good on them
Tempo - You're in a service industry sunshine, in case you weren't aware. Those with the best service survive. This little episode of customer service needs to be tattooed on the insides of many CEO's and bean-counters spectacles, around this region. What you speak of is no excuse for mediocrity. Everyone likes to think the world revolves around them and that they are important... here at least someone cared.
You know as well as I do that much is built on perceptions, (which are often wrong) but this piece of good-will, will spread quickly on the bush telegraph and gain 10-fold the number of pax, I bet.
Good on them
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The thing I really like about the Southwest letter was the complete transparency and full disclosure of the fault that caused the disruption.
That and the crystal clear indication that one of two systems only failed, and what that system did in simplistic terms.
I might add that the Airline I mentioned in my earlier post was indeed QF - well done guys and girls.
It is however very refreshing to see a low cost carrier taking ownership of a problem.
I have reviewed my opinions in relation to booking them for my clients.
Best all
EWL
That and the crystal clear indication that one of two systems only failed, and what that system did in simplistic terms.
I might add that the Airline I mentioned in my earlier post was indeed QF - well done guys and girls.
It is however very refreshing to see a low cost carrier taking ownership of a problem.
I have reviewed my opinions in relation to booking them for my clients.
Best all
EWL
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I've flown SWA many times. They know what they are (a no frills airline) and they know how to do it well. I've been delayed several times and diverted once (fog into San Diego). I sure as hell didn't get any vouchers but I did enjoy reading my book on the bus.
Actually, on another flight into San Diego (which is a sight to behold as you land past all the skyscrapers about a mile away... I was there on Sept 11, it was strange to be in the city and see nobody on approach)... (I digress.) On a wonderful 8/8 of sun day the crew executed a rather late missed approach for some reason (never explained) and a few minutes later the FA got on and explained that we'd be landing shortly and could expect to disembark at around half past the hour "...once Wilbur and Orville are able to get us down."
Nothing wrong with setting the bar a bit higher.
FRQ CB
Actually, on another flight into San Diego (which is a sight to behold as you land past all the skyscrapers about a mile away... I was there on Sept 11, it was strange to be in the city and see nobody on approach)... (I digress.) On a wonderful 8/8 of sun day the crew executed a rather late missed approach for some reason (never explained) and a few minutes later the FA got on and explained that we'd be landing shortly and could expect to disembark at around half past the hour "...once Wilbur and Orville are able to get us down."
Nothing wrong with setting the bar a bit higher.
FRQ CB
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When you consider the fleet size of Southwest Airlines, (over 400 aircraft), it's really pretty remarkable! They do a lot of short hops too, so their number of customers must be enormous.
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Southwest realizes that customers have a choice and they might choose to exercise that choice in the future with another airline, so the company does whatever is reasonably possible to retain the customer. The difference in Australia is that the airline managers recognize the Aussie shareholder has a wide choice and the passenger doesn't and treats each accordingly.
SWA started on small hops: Dallas, Houston and San Antonio were the three airports initially served. Got to love an airline that maintains 20 minute turnarounds. Airline allocates seating preferences on a first come, first served basis. If you get your boarding pass early, you get your choice of seat. Late comers get whatever's left over, which may involve separating groups, but in my experience, most passengers know what to expect and can be very accommodating if asked to change seats for family or personal reasons.
SWA started on small hops: Dallas, Houston and San Antonio were the three airports initially served. Got to love an airline that maintains 20 minute turnarounds. Airline allocates seating preferences on a first come, first served basis. If you get your boarding pass early, you get your choice of seat. Late comers get whatever's left over, which may involve separating groups, but in my experience, most passengers know what to expect and can be very accommodating if asked to change seats for family or personal reasons.
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There was an excellent article in the Bulletin or such like some years ago.
South West actively encourage employees to stay long term.
Not only do they pay above the industry standard in the US but they also amazingly DON'T go out of their way to treat their staff like the enemy.
Spooky concepts from another planet for anybody working at the rat.
South West actively encourage employees to stay long term.
Not only do they pay above the industry standard in the US but they also amazingly DON'T go out of their way to treat their staff like the enemy.
Spooky concepts from another planet for anybody working at the rat.
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Watching Darth read that first post on how an airline should be run would be like watching a 6 year old read a paper on neurolinguistic programming.....
Come to think of it,watching Darth read a paper on neurolinguistic programming is exactly the same thing....
The chances of that happening and of Darth understanding one iota or even caring about the effect is so remote as not to be even considered...
Hang on...nah.....the difference is that the 6 year old would probably care...
Come to think of it,watching Darth read a paper on neurolinguistic programming is exactly the same thing....
The chances of that happening and of Darth understanding one iota or even caring about the effect is so remote as not to be even considered...
Hang on...nah.....the difference is that the 6 year old would probably care...
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Maybe the cabin crew of our major airlines should take note aswell, especially the big Q.
Instead of trying to look pretty with cakes of makeup on, how about interacting more with the paying public?
an extra smile here and there, asking how their day went would go along way instead of the normal
"Do you want meat or fish"
Instead of trying to look pretty with cakes of makeup on, how about interacting more with the paying public?
an extra smile here and there, asking how their day went would go along way instead of the normal
"Do you want meat or fish"
Evertonian
I reckon, that in the race to be the lowest cost airline, little things like service were left behind. Once the bogans were tempted off the buses, it seems to have been assumed that service was a quaint little concept that belonged in the days of the duopoly.
I find it ironic that a LCC has rediscovered service and it stands out like some bizarre new concept... Welcome to the Brave New World...
BUT...you can do this sort of thing to a point. Southwest, as alluded to, is a happy organisation & appear to have a reliable operation. As AN started to keel over, one of the most common things you heard in the terminal was "...Ansett apologises for any inconvenience!" That became almost a mantra & was, frankly, overused. (Interestingly, on Melbournes trains I hear "...Connex apologises for any inconvenience" every day as well, and you can just see people thinking..."Yes, of course you do...") It's great to follow up service issues, but its better to fix the problems first.
I find it ironic that a LCC has rediscovered service and it stands out like some bizarre new concept... Welcome to the Brave New World...
BUT...you can do this sort of thing to a point. Southwest, as alluded to, is a happy organisation & appear to have a reliable operation. As AN started to keel over, one of the most common things you heard in the terminal was "...Ansett apologises for any inconvenience!" That became almost a mantra & was, frankly, overused. (Interestingly, on Melbournes trains I hear "...Connex apologises for any inconvenience" every day as well, and you can just see people thinking..."Yes, of course you do...") It's great to follow up service issues, but its better to fix the problems first.
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The bottom line with this sort of debate is that IF you believe and understand the importance of the customer in your business especially one such as an airline then you will believe in the efforts Soutwest did....BUT..If you don't then you will look the other way....
As someone once said about the banks 'If you want the bank to pay attention to you then cease being a customer and close your accounts and use the money to buy shares"
Skystar320.....no luck with the old pick up lines again????
Do you have any idea of how little time you have on a flight to engage in chit chat?
Or do you expect a bunch of hosties to come and sit with you and ask you how your day was?
As someone once said about the banks 'If you want the bank to pay attention to you then cease being a customer and close your accounts and use the money to buy shares"
Instead of trying to look pretty with cakes of makeup on, how about interacting more with the paying public?
an extra smile here and there, asking how their day went would go along way instead of the normal
an extra smile here and there, asking how their day went would go along way instead of the normal
Do you have any idea of how little time you have on a flight to engage in chit chat?
Or do you expect a bunch of hosties to come and sit with you and ask you how your day was?