Comments on: Southwest Airlines: A Service Recovery Surprise https://customersthatstick.com/blog/southwest-airlines-a-service-recovery-surprise/ You can have the best customer experience in your industry Mon, 16 Oct 2023 06:45:06 +0000 hourly 1 https://wordpress.org/?v=6.8.1 By: 8 Reasons to Love Southwest Airlines - Little Things Travel https://customersthatstick.com/blog/southwest-airlines-a-service-recovery-surprise/#comment-195628 Wed, 27 Jun 2018 15:51:41 +0000 http://customersthatstick.com/?p=9514#comment-195628 […] customers, from little things like offering complimentary premium beverages and a refund when the WiFi doesn’t work properly to a Southwest pilot holding the plane for a man going to see his dying […]

]]> By: Monthly Mash and Systems Are Only as Good as Your People https://customersthatstick.com/blog/southwest-airlines-a-service-recovery-surprise/#comment-192887 Tue, 02 Jan 2018 04:15:30 +0000 http://customersthatstick.com/?p=9514#comment-192887 […] situation illustrated in our post Southwest Airlines: A Service Recovery Surprise made me think of one of the core concepts of customer effort and hassle we discuss here on the blog […]

]]> By: 226: Let's Talk About Airline Customer Service https://customersthatstick.com/blog/southwest-airlines-a-service-recovery-surprise/#comment-180533 Mon, 15 May 2017 11:01:48 +0000 http://customersthatstick.com/?p=9514#comment-180533 […] Customers That Stick® post, Southwest Airlines: A Service Recovery Surprise […]

]]> By: Adam Toporek https://customersthatstick.com/blog/southwest-airlines-a-service-recovery-surprise/#comment-114000 Wed, 11 Jun 2014 11:04:41 +0000 http://customersthatstick.com/?p=9514#comment-114000 In reply to Louise McGrath.

You’re so right Louise! The card always comes first.

I think we tagged Southwest a couple of times when we tweeted the link. I don’t think they ever responded though.

Thanks so much for taking time to comment. Look forward to seeing you around CTS in the future!

]]> By: Louise McGrath https://customersthatstick.com/blog/southwest-airlines-a-service-recovery-surprise/#comment-113647 Tue, 10 Jun 2014 12:24:59 +0000 http://customersthatstick.com/?p=9514#comment-113647 Isn’t funny how your credit card is ALWAYS charged before you can even find out if something is broken! Not funny as in ha-ha though. =)

Kudos to Southwest. I hope they see this post, I’m sure they’d appreciate the feedback.

]]> By: Adam Toporek https://customersthatstick.com/blog/southwest-airlines-a-service-recovery-surprise/#comment-105645 Tue, 20 May 2014 00:08:38 +0000 http://customersthatstick.com/?p=9514#comment-105645 In reply to Bill Dorman.

Yeah, I can see that joke not being a hit with everyone! It did take some convincing to let her know that it was broken — she definitely thought it was operator error at first.

]]> By: Bill Dorman https://customersthatstick.com/blog/southwest-airlines-a-service-recovery-surprise/#comment-105595 Mon, 19 May 2014 18:03:08 +0000 http://customersthatstick.com/?p=9514#comment-105595 If they were refunding my money I probably wouldn’t have been too made if they called me Renee either.

When you asked the attendant to fix it, she said “sure, I’ll have to climb out on the wing but think we can get this done.”

My best Southwest story was when the pilot cleared us for takeoff, the male attendant came back on and said “ok, everybody pay attention; the pilot is going to try something different this time.” Some didn’t think it was humorous, but I got a laugh out it.

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