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Effect Of "Airline" On Southwest  
User currently offlineGeg2rap From United States of America, joined Sep 2003, 851 posts, RR: 0
Posted (10 years 4 months 2 weeks 6 days ago) and read 4966 times:

Just curious WN Employees have you noticed anything since the program came on air? People more sane at the airport? Effected bookings at all?
Others what do you think of WN since the show came out? More positive about southwest or negative? What about people who fly?
How has the show impacted your perceptions?
GEG2RAP

35 replies: All unread, showing first 25:
 
User currently offlineSQ25J From United States of America, joined Feb 2004, 308 posts, RR: 0
Reply 1, posted (10 years 4 months 2 weeks 6 days ago) and read 4921 times:

I think the show is very accurate. While almost every show has pax cursing WN-the passengers are irrational and uninformed. I know in almost every instance WN agents are doing their jobs correctly. One observation I made is it seems some of the WN supervisors come across being sympathetic to passengers just to look good. For example the case of the old man that they denied boarding because he "appeared" intoxicated...the supervisor got him a wheelchair and asked where do you want to be taken? saying to the man, "we care about you". I think airlines should no longer pretend to have this great customer service image-just get people between A and B

User currently offlineJeffrey1970 From United States of America, joined Apr 2001, 1336 posts, RR: 12
Reply 2, posted (10 years 4 months 2 weeks 5 days 23 hours ago) and read 4817 times:

SQ25J,

You said, "I think airlines should no longer pretend to have this great customer service image-just get people between A and B"

I am not sure I am following what you are saying. Are you saying airlines should not worry anymore about having good customer service for the traveling public?




God bless through Jesus, Jeff
User currently offlineKYIPpilot From United States of America, joined Oct 2003, 1383 posts, RR: 6
Reply 3, posted (10 years 4 months 2 weeks 5 days 23 hours ago) and read 4817 times:

Any press is good press as long as they spell your name right. I don't think the show has hurt WN. It is showing problems that all airlines face day to day. Sure some scenes may have been staged or unfairly edited, but all-in-all I think it is good. Hopefully it will make people realize what airline employees go through, and that they will be more respectful and not get as angry over minor things.


"It starts when you're always afraid; You step out of line, the man come and take you away" -Buffalo Springfield
User currently offlineJetjack74 From United States of America, joined Jul 2003, 7407 posts, RR: 50
Reply 4, posted (10 years 4 months 2 weeks 5 days 23 hours ago) and read 4790 times:
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I don't think it hurts WN very much. They're only going to show the things that make them look good. Customers looking at themselves must be embarrassed when they see they way they act. Viewers have to walk away from that program thinking about the way they conduct themselves. Evtually the show will lose it's appeal, and it'll be cancelled.


Made from jets!
User currently offlineJetPower580 From United States of America, joined Mar 2004, 21 posts, RR: 0
Reply 5, posted (10 years 4 months 2 weeks 5 days 22 hours ago) and read 4733 times:

There has to be some at Southwest's management staff that cringe at every episode. I know I do. It's almost like an advertisement on why not to fly southwest. Low cost and profitable but bus station servcie. Everone looks stressed. Call me nieve but that overbooking fisaco and the guy who booked nine months ahead for his families vacation that got bounced off the flight was totaly unacceptable. The same with the folks who were going to miss thier cruise ship departure. I have no beef with southwest but this incident has made me a bit hesitant about booking with them in the future. Who wants to book a flight with them months in advance and then get left stranded on your vacation because they overbooked and you got the boot.

User currently offlineNIKV69 From , joined Dec 1969, posts, RR:
Reply 6, posted (10 years 4 months 2 weeks 5 days 22 hours ago) and read 4687 times:

All the show points out is the following, that WN is a no frills airline and that they overbook, perhaps a little more than the norm. Usually they are confronted by drunk, trashy people that don't understand that they are on a LCC and not a major airline. All of this was already common knowledge before this show aired and this will not change. WN is the top LCC in the country by far and will continue to be so. The show is great, I love it, but never lose sight of the fact that WN is a no frills LCC that gets you from point A to point B on a NG 737, (One of my favorite jets) safely and usually on time. If you are expecting more then pay 2 to 3 times as much and fly CO or AA. I think the show helps them in the long run.

User currently offlineSQ25J From United States of America, joined Feb 2004, 308 posts, RR: 0
Reply 7, posted (10 years 4 months 2 weeks 5 days 22 hours ago) and read 4657 times:

Jeffrey 1970-Yes! For example during 80's+90's airlines "gave away the store" to passengers at the slightest inconvenience. Meals, hotels, vouchers, compensation,etc. That alone could be a factor in current financial problems. Also as "Airline" show illustrates the general public still expects to be given everything-they don't want to pay any fees, penalties, addl fare. Also airlines standards have dropped as they devote less resources to customer service,outsourced, etc. Training is poor! I know they may be several customer service agents disagree with we-fine, but I have been on both sides of this equation, therefore I think I can make an accurate assesment of the current situation.

User currently offlineJeffrey1970 From United States of America, joined Apr 2001, 1336 posts, RR: 12
Reply 8, posted (10 years 4 months 2 weeks 5 days 22 hours ago) and read 4637 times:

I think it is too bad that some of the othe airlines did not have the guts to sign up for this show. I think that people would have scene that many of the legacy airlines deal with the same problems, in my opinion.


God bless through Jesus, Jeff
User currently offlineJetPower580 From United States of America, joined Mar 2004, 21 posts, RR: 0
Reply 9, posted (10 years 4 months 2 weeks 5 days 22 hours ago) and read 4619 times:

I still have to wonder though if that's the face that Southwest's management really wants to show to the general flying public. This is who you get to fly with and you might get to where your going if you don't get the boot.
But we do it safely.
Which btw is #1 in my book and their safty record is admirable.


User currently offlineSQ25J From United States of America, joined Feb 2004, 308 posts, RR: 0
Reply 10, posted (10 years 4 months 2 weeks 5 days 22 hours ago) and read 4612 times:

Jet Power 580-Just noticed your post and you mentioned the incident with cruise passengers. One needs to take in consideraation who booked the air travel for the cruise? Was it the pax, cruise line, or travel agent? I have seen all 3 parties book air as to arrive port afternoon for an evening departure. Things go wrong-both controllable and uncontrollable by airline, in some cases there may not be any option to get them there on time if weather is involved. Travel agents should take this into consideration and suggest clients arrive the night before to port city to allow for delays. It is also the passengers decision if they want to show up 1hr or less to ticket counter and be bumped. I have seen people flying charters and scheduled flights arrive upwards of 12hrs prior-just shows making the flight is a priority to them.

User currently offlineCaptaink From Mexico, joined May 2001, 5109 posts, RR: 12
Reply 11, posted (10 years 4 months 2 weeks 5 days 22 hours ago) and read 4576 times:

Let's put it this way. I have never flown on WN. But now I am interested in at least trying them. Get a few million people to think like that, you gonna have an increase in loads...  Smile


There is something special about planes....
User currently offlineJetPower580 From United States of America, joined Mar 2004, 21 posts, RR: 0
Reply 12, posted (10 years 4 months 2 weeks 5 days 21 hours ago) and read 4500 times:

I'm not trying to be controversial, just kind of playing devils advocate. I too have been on both sides of the fence and there is nothing that can be more stressful and frustrating than dealing with the general public hence my own business only deals with companies and not the general public.
I think Southwest's staff does a great job given the guidelines they have to work under to deal with all the problems they face on a daily basis and they do it with an almost military precision. I wonder if a few of those gals are ex USAF hehe.
I'm just saying that it looks like a commercial for the headaches you might have if you fly in the name of reality tv entertainment and I wouldn't want my carrier involved in that sort of action. I wonder how many other carriers will step up to the plate for a little limelight. American Chopper Syndrome
I also wonder if there will ever be a market for an upscale high dollar kiss your booty luxury airline? Given current trends and enough fed up passengers someones bound to try it.






User currently offlineSccutler From United States of America, joined Jan 2000, 5504 posts, RR: 28
Reply 13, posted (10 years 4 months 2 weeks 5 days 20 hours ago) and read 4452 times:

The events which make the show are the ones which are out of the ordinary. Business as usual is not good TV!

Events like these are (and you should ask employees if you are uncertain) found on all carriers... even Southwest, which relies upon business travelers, not cruise ship passengers, for its bread-and-butter.



...three miles from BRONS, clear for the ILS one five approach...
User currently offlineEspion007 From Denmark, joined Dec 2003, 1691 posts, RR: 0
Reply 14, posted (10 years 4 months 2 weeks 5 days 20 hours ago) and read 4423 times:

Viewers have to walk away from that program thinking about the way they conduct themselves. Evtually the show will lose it's appeal, and it'll be cancelled.

There will always be stupid people and alcohol in the world-and most end up at the airport.The show will not be cancelled for a while-there will also always be people who love watching other people f**k up  Smile



Snakes on a Plane!
User currently offlineSteveswa737 From United States of America, joined Jan 2002, 154 posts, RR: 2
Reply 15, posted (10 years 4 months 2 weeks 5 days 20 hours ago) and read 4409 times:

Speaking as a WN employee for 10 years, I can honestly say that the customers you see on "Airline" are rare. The shows ratings would be extremely low if they showed the normal day to day operations at WN. Of course they are gonna show the rare dramatic situations. That's just good TV! I'm not sure if it helped business, but Im 100% sure that it hasn't hurt business. I can tell you that several other airlines approached A&E wanting to be featured on season 2. I was actually hoping another airline would be on season 2. I guarantee that you would see some of the same customers situations with many other airlines out there.

Steve


User currently offlineMidex461 From United States of America, joined Feb 2000, 282 posts, RR: 1
Reply 16, posted (10 years 4 months 2 weeks 5 days 20 hours ago) and read 4368 times:

Indeed you would! As a customer service agent with Mesa Airlines/ HP Express in PHX, I can tell you I've seen many of the same customers. Some people get it in their heads that just because they made a reservation, they have a seat on the plane. There's also the inevitable passenger that comes up just after the flight's closed and gone.
Suffice it to say, these people are not exclusive to Southwest. THEY'RE EVERYWHERE!



Opinions and views expressed are MINE and do NOT represent the views of US Airways
User currently offlinePilottim747 From United States of America, joined Jul 2001, 1607 posts, RR: 5
Reply 17, posted (10 years 4 months 2 weeks 5 days 18 hours ago) and read 4324 times:

I agree with the WN employees on just about every decision they've made on the show. Watching it has made me a bigger fan of WN and it makes you realize that there are some quality employees working for them.

SQ25J, I do think the WN supervisors come off as very sympathetic but I feel that its not having the camera there. I don't work in the airlines but I do work customer service. Some of our supervisors are very sympathetic to customers that, unfortunately, couldn't be accomodated. As for myself, I feel real bad for a customer that I can't help but doesn't get angry. I definitely go the extra mile for those customers that don't get angry (or at least who can contain themselves).

pilottim747



Aviation Photographers & Enthusiasts--Coordinate your life.
User currently offlineCopaair737 From , joined Dec 1969, posts, RR:
Reply 18, posted (10 years 4 months 2 weeks 5 days 18 hours ago) and read 4306 times:

Watching "Airline" makes me want to get a job with WN. It seems like all kinds of crazy people show up. That alone would be worth working there.

-Copa


User currently offlineJfernandez From United States of America, joined Feb 2004, 304 posts, RR: 0
Reply 19, posted (10 years 4 months 2 weeks 5 days 14 hours ago) and read 4256 times:

It would make me want to fly WN less, honestly. It seems like a good portion of those flying the airline are insane. It looks like Greyhound.

User currently offlineDoorsToManual From , joined Dec 1969, posts, RR:
Reply 20, posted (10 years 4 months 2 weeks 5 days 14 hours ago) and read 4229 times:

"Airline" in the UK has been going strong for years; like its US counterpart, it focuses on the day to day interactions between staff at easyJet and the passengers, and let me tell you something: it's done the airline a WORLD of good. easyJet is a household name, and our loads have never been better. I'm personally of the opinion that many of the viewers (at least here in the UK) are aware of the fact that many of the passengers' problems are of their own making - arriving after check-in has closed, flying with damaged passports, forgetting passports, demanding compensation when their contract stipulates none is warranted; the funniest demand I've seen on the programme was for an 'upgrade'  Insane

I don't know if this is the case in the US, but a lot of the passengers appear to become a lot more aggressive if they are aware they are being filmed by the TV crew.

From our internal website:


AIRLINE SERIES 8 BROADCAST IN 21 COUNTRIES



Series 8 of LWT's 'Airline' will finish filming next week. It is due to be broadcast this Autumn.

The board today announced we will be going ahead with series 9 and filming will start in June. The odd film crew will still be around for a couple of stories during the next few weeks.



The PR team will be recruiting 3 project managers to look after the film crews. They will be posting a job specification on the intranet soon. Any interested parties should reply to the position advert.





User currently offlineL-188 From United States of America, joined Jul 1999, 29792 posts, RR: 58
Reply 21, posted (10 years 4 months 2 weeks 5 days 13 hours ago) and read 4188 times:

Things go wrong-both controllable and uncontrollable by airline, in some cases there may not be any option to get them there on time if weather is involved. Travel agents should take this into consideration and suggest clients arrive the night before to port city to allow for delays

You don't know how many people I have had to charter aircraft for that are in this exact same spot.

These people drop 10-15 grand for an Alaskan cruise, and then schedual their flights for the day the boat is supposed to leave out of Seward. Well their flights are late, and they don't get into Anchorage until a couple of hours before the boat sails.




OBAMA-WORST PRESIDENT EVER....Even SKOORB would be better.
User currently offlineSQ25J From United States of America, joined Feb 2004, 308 posts, RR: 0
Reply 22, posted (10 years 4 months 2 weeks 5 days 11 hours ago) and read 4131 times:

L-188, I am glad to see someone else has made this observation, therefore yes I can imagine how often you encounter this in Alaska. I presume that the cost of the charter flight is always paid by pax or cruise line?

User currently offlineBa321 From United Kingdom, joined Jan 2004, 71 posts, RR: 0
Reply 23, posted (10 years 4 months 2 weeks 5 days 4 hours ago) and read 3978 times:

programs like airline have been going for longer than i can remember here, originally airline followed Brittania airlines (now tui/thomson) then switched to EasyJet, there have also been imitations following Monarch airlines, they are all insanely popular over here, and should be in america.

Remember for LCC's/Charters there is no such thing as bad publicity



Fly safe, ba321
User currently offlineDeltaflyertoo From United States of America, joined Nov 2000, 1647 posts, RR: 1
Reply 24, posted (10 years 4 months 2 weeks 5 days 4 hours ago) and read 3925 times:

The reality is, probably less than 1 out of 100 people who are flying WN today have seen airline. So in answer to the original question, no its doubtful if there is any difference in the airport and day to day dealings w/ the pax after the show has run.

25 Espion007 : The reality is, probably less than 1 out of 100 people who are flying WN today have seen airline. So in answer to the original question, no its doubtf
26 Kevin752 : I think that WN is getting a good exposure to the public with this show. I really like the show and I want to flky them again now that i have seen th
27 By738 : Wonder why in the UK, Britannia pulled the plug after just one series ?
28 SFOFF : I think that it will at least make the jobs of the employees at WN and other carriers a little easier. Hopefully people watching the show will learn t
29 NIKV69 : can you imagine how many times poor Anita and Yolanda get hooted at and hit on now! I tell you if I am ever in LAX I am going to tell Anita that she h
30 Post contains images Bobb : Jetpower580, If you are making your judgement based one TV show, then u haven't flown much. Plus when WN charges you $100, and the fancy counter next
31 Amwest25 : "guy who booked nine months ahead for his families vacation that got bounced off the flight was totaly unacceptable" Why are people have this assumpti
32 Goingboeing : "guy who booked nine months ahead for his families vacation that got bounced off the flight was totaly unacceptable" Yes, it's unusual that he booked
33 Goingboeing : It would make me want to fly WN less, honestly. It seems like a good portion of those flying the airline are insane. It looks like Greyhound. Southwes
34 A3xx900 : Here in Germany we have never heard about that show. What's it about? On which channels can you see it?
35 Isitsafenow : GOINGBOEING...I thought exactly the same thing on the "nine months ahead" ...Amen to you and nice job! safe
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