When something goes wrong on a Southwest Airlines flight, a special team springs into action. Whether due to weather, a mechanical problem, a medical emergency or other situation, the customer service team apologizes for the problem to the passengers.
The team sends emails with an explanation about what happened, an apology, and a gift such as a voucher good towards a future flight on Southwest Airlines. Many airlines have similar programs, including American Airlines, notes the story in The Dallas Morning News.
Gary Kelly, president and chief executive of Southwest Airlines, said it makes good business sense to quickly talk to customers after a bad experience. Plus, it's just the right thing to do.
“An apology for a bad flight can actually make a passenger happier than a non-eventful flight,” said American executive Mark Mitchell. On internal surveys,
"When we handle a delay situation well, passengers score us about 14 to 16 points higher than they do for just a regular old on-time flight," he said.
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