THE ENTERPRISE
Often I write about "what went wrong" and what can be learned from it. Here's a good experience story, with a lesson, to end 2006. Next week's edition will be an expanded one, covering a diverse range of topics bridging both 2006 and 2007. Have a safe and Happy New Year.
Is This Any Way to Run an Airline?
I chose Southwest Airlines for my Christmas trip from Ohio to Florida--mostly based on price and good value. The trip back home revealed to me the many things an airline and its employees can do right, to make travel more enjoyable and less stressful--regardless of the price. The trip began Dec. 26, mid-afternoon. Weather had delayed flights in the Northeast, and traffic delays were rippling through the air traffic system. Southwest.com posted our 5 PM Fort Myers to Orlando flight as 50 minutes late departing, and our connection at Orlando was only 55 minutes. The Orlando flight was posted as 15 minutes late departing, leaving us just 20 minutes connection--tight, but still make-able.
Upon arrival at the airport, over an hour before our original departure time, we rechecked the connection. The Southwest agent informed us that we were probably going to be OK and that the Orlando flight would likely be delayed more. After waiting in the gate area about 30 minutes, I walked over to the counter to inquire again. Before I got to the counter, the agent was on the intercom, telling us which connections were still OK and which might require changes. For most of us, it was good news. While the Orlando flight was delayed further, the extra delay meant we'd make the connection, even though our Fort Myers flight was running later than expected.
At Fort Myers, the agents announced when the flight was “in range” and the posted departure time was now just over an hour late--but no problem--plenty of connecting time in Orlando still remained. The agent also told us that they'd be trying to “turn around” (e.g., unload and reload) the plane in twenty minutes, so they'd need to “hustle.” The flight crew walked down the jet way shortly thereafter and waited for the plane to pull up, 10 minutes later. The wheelchair attendant staged the two people in wheelchairs while everyone else lined up in the Pre-board, A, B, and C boarding areas. Some people sat quietly on the floor reading or playing cards while they waited.
The plane landed and it took only 7-1/2 minutes for all of the passengers to get off-including two elderly people in wheelchairs. Almost immediately thereafter, boarding started. Since the flight wasn't full, we were encouraged to find seats quickly, and we did. The total turnaround took less than a half-hour. During the short flight of 20 minutes in the air, the flight attendants served us beverages (something other airlines don't even try on such short flights) and collected the containers (and even apologized for rushing some people).
Upon landing and pulling up to the gate in Orlando, as the seat belt sign went off with a ding, everyone rose and began opening overheads. The flight attendant came on the intercom and asked if everyone would please return to--or just stay in--their seats. He then called (in order) three different destinations with the tight connections so those passengers could disembark (one destination at a time) and let them know their connecting flights were waiting for them at nearby gates. Only then, did he tell the rest of us we could collect our bags and leave--and our connections should all be OK.
We did, and the connections were OK. Our Orlando departure was posted for the same time we had been told 3-1/2 hours earlier in Fort Myers, and the agent was apologetic when announcing that it would actually be 10-15 minutes later due to air traffic delays. We were assured more than once that Southwest was going to try to get “everyone home tonight.” In our case, the flight boarded and left Orlando almost two hours late, but we didn't care. Finally, the female flight attendant sang a lullaby (after all the safety announcements and as the cabin lights were dimmed), for those who wished to nap on the 9 PM to 11 PM flight. What a nice touch. And my cocktail was "on the house" because they were so late.
The courtesy, information sharing, considerate treatment, realistic scheduling and management of connecting flights by Southwest and its people had taken away the anxiety and stress of what could have been a very difficult ride home.
As it was, we got home more than 2 hours late, but the intervening time was spent having leisurely drinks, snacks and knowing that someone was telling us the truth and keeping us informed at each step of the way. Perhaps part of this is due to Southwest's point-to-point (vs. hub & spoke) traffic system. Certainly part of it is due to its simplified processes, from beverage order-taking and service, to group boarding without assigned seats, and a single aircraft type. Most of it is due to Southwest's people. Our thanks to them!
Is this any way to run an airline? You bet it is. Congratulations to Southwest and its people. I'll be flying with them every chance I get.
HAPPY NEW YEAR TO ALL, John
PS: There is nothing like courtesy, information sharing and open communications to reduce anxiety and improve morale--whether it is customers, associates, suppliers, or other "personal partners"--it works!
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