As far as the other parts (crew friendliness, clean aircraft bathroom, good seats), I always go with Southwest. I won’t fly any other airline unless I absolutely have to. Even if it means a different time or a little more money (which is rare), I’ll always go with Southwest.

They go the extra mile in a few small areas to make it worth it. Each time I fly into Nashville, one of the crew sings a great “Welcome to Nashville” song. I get to pick my seat so I can get the one I want. And the Boeing 737s they fly are roomy enough. It’s always a great experience.

Side note: Crazy with that corpse link!

Wow… Thanks for the link Michelle. I think this one might have to go in the Monthly Mash!

Just read an article today about a woman who had to sit across the aisle from a corpse on an international flight! She was given a partial refund. A PARTIAL refund. Mind-boggling. http://fxn.ws/LMc0M5

Michelle, I think your quote sums up the challenge: “Long lines. Long waits. Being treated like cattle. Tiny smelly bathrooms. Cramped seats. Customer service staff trained to get you in and out and on your way — and little else.” So many of those things are not changeable through customer service initiatives that the airlines really have a few narrow gaps to make the customer experience better. I truly believe they can improve them, in fact I think there are opportunities to WOW customers throughout the process. The question is can they deliver at that level consistently enough to offset the basic process, and to override price and schedule.

United is trying to fix some of the other issues you mention by investing in the new 787. http://ow.ly/bMdTw I saw a CNBC special on it, seems pretty amazing. But even it the plane is great, the service has to live up to the promise.

That being said, my favorite airline has always been Southwest! Because I was in the hospitality industry for so many years, I have high expectations for anyone who’s on the front lines of customer service, and Southwest has always delivered on that side for me.

And I would definitely pay more for an airline that’s known for making the flight a better experience for customers. Isn’t that why we go to a sit-down restaurant instead of McDonald’s? And isn’t that why we EXPECT more when we choose a sit-down restaurant? I know I do.

Yeah, I heard Florida to Scotland is a quick trip! 🙂

That’s the billion dollar question Bill. With the constraints the airlines have, how do they differentiate enough to make people want to pay or have less convenience? It’s a challenge for sure.

True story; I flew to Scotland in the middle seat of a 3-seat row in almost the back of the plane next to a somewhat unsanitary Middle Easterner in a totally packed plane. Anybody want to change seats? Good thing it was a short flight, huh?

I don’t fly enough to weigh in. I go on the internet and try to align cheapest with direct line. It would have to be pretty bad service for me to avoid an airlines; I just want them to get me there.

Since it is commoditized like it is; how do you make it so outstanding people choose you regardless of what anybody else has to offer?