Southwest Takes Customer Service Seriously — Airline Innovation Report
Photo Credit: Southwest is working on its proactive customer service approach. Pictured is the new check-in lobby in Los Angeles. Southwest Airlines
Skift Take
When something goes wrong on a flight, Southwest tries to be proactive in communicating with customers. Is this the right approach? Or should Southwest wait until passengers complain?
The Skift Airline Innovation Report is our weekly newsletter focused on the business of airline innovation. We will look closely at the technological, financial, and design trends at airlines and airports that are driving the next-gen aviation industry.
We provide insights on need-to-know developments in passenger experience, ancillary services, revenue management, loyalty, technology, marketing, airport innovation, the competitive landscape, startups, and changing passenger behavior. The newsletter, sent on Wednesdays, is written and curated by me. We will look closely at the technological, financial, and design trends at airlines and airports that are driving the next-generation aviation industry. You can find previous issues of the newsletter here.
On a Southwest flight from Los Angeles to Atlanta last week, the aircraft's flaps malfunctioned, forcing the pilots to circle for about 20 minutes to decide how to proceed. Eventually, they landed faster than usual, causing the 737
