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What Is The Secret Behind Southwest?  
User currently offlineJetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 8
Posted (7 years 3 months 2 weeks 1 day 4 hours ago) and read 3918 times:

Yes, Southwest. An airline that has been successfully profitable consecutively for over 30 years. How do they do it, and how can they "beat out" other carriers by offering the same price? When their fuel hedges run out, will they see a profit decline/loss? Are fuel hedges keeping them afloat?


Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
52 replies: All unread, showing first 25:
 
User currently offlineNateDAL From United States of America, joined Jan 2006, 417 posts, RR: 0
Reply 1, posted (7 years 3 months 2 weeks 1 day 4 hours ago) and read 3916 times:

Have you ever flown Southwest?

It is not hard to figure out. Great schedules, great service, and more convenient airports (HOU vs. IAH, etc.)



Set Love Free
User currently offlineJayDavis From United States of America, joined Jan 2001, 2000 posts, RR: 16
Reply 2, posted (7 years 3 months 2 weeks 1 day 4 hours ago) and read 3891 times:

I'd say more than anything is their focus on "The Golden Rule". Corny as it seems they treat their employees like they would want to be treated themselves. They put their employees first and make it a fun place to work. Also, they allow employees to be themselves and allow the employees to take ownership of a problem when needed.

Plus, they did first focus on staying away from large airports when they first started out, AND I think keeping their equipment the same type as well as offering a simple fare structure to begin with helped them a great deal.

Plus, they also did not have to face the scrutiny of the CAB when they first started as they only flew to cities within Texas.


User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 3, posted (7 years 3 months 2 weeks 1 day 4 hours ago) and read 3869 times:

Quoting JayDavis (Reply 2):
Plus, they also did not have to face the scrutiny of the CAB when they first started as they only flew to cities within Texas.

And they started with a proven business model -- that of Pacific Southwest Airlines (the original PSA). I've read several places, and had it confirmed by a former PSA executive, that Herb toured PSA's headquarters and left with a copy of the various manuals and handbooks -- which became the basis of WN's operations.

(At the time, thanks to regulation, PSA was an intra-state California only carrier and Southwest was to be a intra-state Texas only carrier so they weren't really afraid of competition with each other).



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineAtrude777 From United States of America, joined Aug 2003, 5686 posts, RR: 52
Reply 4, posted (7 years 3 months 2 weeks 1 day 4 hours ago) and read 3865 times:

Quoting Lincoln (Reply 3):
left with a copy of the various manuals and handbooks -- which became the basis of WN's operations.

read he took the exact handbook, and simply covered the PACIFIC part of the airline in the text and just had it labeled

SOUTHWEST AIRLINES subtracting the PACIFIC part.

Funny if it that was true.

Alex



Good things come to those who wait, better things come to those who go AFTER it!
User currently offlineSLCUT2777 From United States of America, joined Dec 2005, 3993 posts, RR: 11
Reply 5, posted (7 years 3 months 2 weeks 1 day 4 hours ago) and read 3845 times:

Probably what makes WN the carrier they have become is public perception. That is most of the American public thinks they will have the lowest fares. Much of the American public that has never flown is nowadays usually introduced to flying to a particular destination by WN. Kind of like what Wal-Mart has done to the discount chains in retail.


DELTA Air Lines; The Only Way To Fly from Salt Lake City; Let the Western Heritage always be with Delta!
User currently offlineATLAaron From United States of America, joined Apr 2006, 1020 posts, RR: 3
Reply 6, posted (7 years 3 months 2 weeks 1 day 3 hours ago) and read 3838 times:
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Fuel hedges . . . and those are running out.

User currently offlineMt99 From United States of America, joined May 1999, 6545 posts, RR: 6
Reply 7, posted (7 years 3 months 2 weeks 1 day 3 hours ago) and read 3838 times:
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My theory is part of ther success is vconstantly exceeding low custumer expectations. For the ticket price the costumer does not expect much, so anything that is above and beyond - no matter how small - is recieved with gratitude and fanfare.

That being said - i am sure that there are many other factors, but i would place that one pretty high up the chain



Step into my office, baby
User currently offlineBladeLWS From United States of America, joined Dec 2005, 403 posts, RR: 0
Reply 8, posted (7 years 3 months 2 weeks 1 day 3 hours ago) and read 3809 times:

Low cost, joyful employees, good destinations, good boarding system.

Thats just for the passengers, they save a boat load of money by using only one type of aircraft. They only train pilots and mechanics for one aircraft, makes running a airline much simpler.


User currently offlineJetBlueAUS From United States of America, joined Apr 2006, 1145 posts, RR: 8
Reply 9, posted (7 years 3 months 2 weeks 1 day 3 hours ago) and read 3807 times:

Quoting NateDAL (Reply 1):
Have you ever flown Southwest?

It is not hard to figure out. Great schedules, great service, and more convenient airports (HOU vs. IAH, etc.)

I have flown them many times. In fact, I can not stand them.



Not all of us can be heroes, some of us can only stand on the sidewalk and clap as they go by.
User currently offlineSWAFA27 From United States of America, joined Dec 2006, 49 posts, RR: 1
Reply 10, posted (7 years 3 months 2 weeks 1 day 2 hours ago) and read 3745 times:

Quoting ATLAaron (Reply 6):
Fuel hedges . . . and those are running out.

Ah, c'mon bud its not just fuel hedges . . . and you know it.



ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co
User currently offlineCommavia From United States of America, joined Apr 2005, 11117 posts, RR: 62
Reply 11, posted (7 years 3 months 2 weeks 1 day 2 hours ago) and read 3738 times:

To me, the Southwest formula has always been quite simple:

. Empowered, motivated, and valued employees with a good attitude
. Convenient schedules and flights to places where lots of people want to fly
. A simple product that delivers basic customer service elements that can be perfected and delivered consistently time and again
. Low fares, of course!

Stick with the above, and you pretty much can't go wrong!  Smile


User currently offlineOPNLguy From , joined Dec 1969, posts, RR:
Reply 12, posted (7 years 3 months 2 weeks 1 day 2 hours ago) and read 3736 times:

Alright, I probably shouldn't spill the beans here (and I hope I don't get in trouble), but the secret of Southwest's success is th#(&(-0-- p'p 'oj09oyxz6 -
NO CARRIER


User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 13, posted (7 years 3 months 2 weeks 1 day 2 hours ago) and read 3716 times:

Quoting OPNLguy (Reply 12):
#(&(-0-- p'p 'oj09oyxz6 -
NO CARRIER

OPNLguy is still using dialup?!?! Oh, my, we must do something about that. Big grin



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineOneskyjet From United States of America, joined Oct 2005, 79 posts, RR: 2
Reply 14, posted (7 years 3 months 2 weeks 1 day 2 hours ago) and read 3700 times:

Their ingredients in the secret sauce are:

- high aircraft utilization (fast turns)
- careful inventory management of low leisure fares (which all their competitors match and sell more of)
- aggressive pricing relative to OA's high close in business fares (this allows them to "average up" their yields by stealing share)
- Well paid employees based on productivity
- Aggressive fuel hedging
- Single fleet type: 737 (with very wide ranging mission capabilities between the various models)
- Underpromise, overdeliver
- Network focused on dense point to point markets with connectivity managed as a secondary byproduct.

They are, however, increasingly vulnerable on a number of fronts.

- Their relative cost advantage is eroding bigtime as legacy cariers shed cost through bankruptcy, layoffs, and cutbacks.
- They are increasingly flying further distances where the benefit of fast turns is reduced relative to their competition.
- The cost of fuel as caught up with their fuel hedging so this relative advange has declined.
- Though they don't claim to have much of a product, it's pretty poor compared to legacies like CO and LCCs like JetBlue and Frontier)
- They're running out of dots to connect and are increasingly finding themselves in congested, expensive airports like PHL, DEN, LAX. Hard to do fast turns at airports constantly under ground delays. Rumor has it that they are looking hard at LGA. Good luck with that!
- Their culture is very "inward looking" based on replicating what they know works. As their core business comes under increasing pressure, they will have a hard time adapting to new ways of doing business.

These guys run a great airline and have been unbeliveably successful by sticking with a winning formula. Unfortunately, the industry has gone through a significant change around them that is going to force them to change. If they're able to adapt and change, they'll continue to do well. If they don't, I predict losses showing up in the P&L soon.


User currently offlineAY104 From Canada, joined Nov 2005, 505 posts, RR: 7
Reply 15, posted (7 years 3 months 2 weeks 1 day 1 hour ago) and read 3669 times:

Quoting Commavia (Reply 11):
To me, the Southwest formula has always been quite simple:

. Empowered, motivated, and valued employees with a good attitude
. Convenient schedules and flights to places where lots of people want to fly
. A simple product that delivers basic customer service elements that can be perfected and delivered consistently time and again
. Low fares, of course!

Stick with the above, and you pretty much can't go wrong!  

I totally agree. The key word is simple. Even during the years I worked for Delta, my Station Manager always used to say that they were so successful because they always kept things simple.
Also, my belief is they don't put anybody on a pedestal: not emplyees, not management, not passengers. There is no "elite" BS, they just give everyone good service. The moment you start giving people titles like "elite", "gold", "platinum", "Flying Colonel" ( which is about the most pretentious and ridiculous thing I ever heard - even when I worked for DL, I almost puked whenever I heard it, and always went out of my way NOT to use it).
If someone has to travel a lot by air, be it for business or pleasure or whatever, there is absolutely no reason whe he or she should be rewarded by anything other than good and reliable service. The whole concept of rewarding people with upgrades and freebies is totally ludicrous. While I do realize that Southwest has a FF program, it has unfortunately come to the point where it is a matter of competition, at least their program is simple and it doesn't inconvenience other passengers by lengthy and complicated boarding announcements and a ridiculous number of preboardings. The first time I flew Southwest I was most impressed by the smoothness of the operation. Unfortunately, they don't operate into Canada, and I don't blame them as that would open up another can of worms with immigration fees, customs and a whole new set of headaches. Again, this is where they save money.
Cheers,
AY104



The only thing a customer should expect for his/her loyalty is good service
User currently offlineMayhem From Belgium, joined Feb 2006, 164 posts, RR: 0
Reply 16, posted (7 years 3 months 2 weeks 19 hours ago) and read 3566 times:

Quoting Mt99 (Reply 7):
My theory is part of ther success is vconstantly exceeding low custumer expectations. For the ticket price the costumer does not expect much, so anything that is above and beyond - no matter how small - is recieved with gratitude and fanfare.

You didn't read "the service profit chain" did you?  Smile A very good management book in which they use ao WN as an example.

They state that a major strenght of WN is indeed exceeding customer expectations. Based on the "value equation" where every customer compares price to value, you're good if you get on that ratio, you're the best if you do better than that ratio.

Also they describe how the first line personnel (everybody you see at the airport/customer service/crew) has a huge thing to do with quality perception.
Fancy FF programs with status aren't necessary because people have a good experience with them and prefer that over the possible status they would get..

These are the forces that make WN get happy customers, on the other side you have their relatively low costs, which have been pointed out very well here... simplicity is a key word


User currently offlineMt99 From United States of America, joined May 1999, 6545 posts, RR: 6
Reply 17, posted (7 years 3 months 2 weeks 16 hours ago) and read 3451 times:
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Quoting Mayhem (Reply 16):
You didn't read "the service profit chain" did you?

Nope but we did discuss SWA in one of my MBA classes about strategy.

Quoting Mayhem (Reply 16):
These are the forces that make WN get happy customers, on the other side you have their relatively low costs, which have been pointed out very well here... simplicity is a key word

Let me give you an example. I was stuck in MCI comming back to ORD due to thunderstorms. AA cancelled their flight into ORD. It was late on Sunday night - nothing was open in MCI. No food. Several AA flight to ORD were diverted into MCI aswell. They were allowed to deplane but not leave the awfully small gate areas. The agents were running back and forth like chickens without a head.

I had to get to chicago that night. I was due a my new job at 8AM next morning. Called SWA - bought a seat on a flight to MDW that was delayed but scheduled still scheduled to go out as soon as the storms let up.

So i go all the way to the SWA area.. what a difference.. DOZENS of custumer service personnel serving coffee, orange juice and snacks to stranded passengers. Since there was no food in the airport somene probably went to the grocery store and bought snacks over for a few hundred poeple. What is the cost of that?

You are right - an empowered employee must have made the choice that a few hundred $$ in snacks would make everyone happy.

So again - beating MY expectations for a $125 last-minute 1 way ticket.



Step into my office, baby
User currently offlineLTBEWR From United States of America, joined Jan 2004, 12878 posts, RR: 12
Reply 18, posted (7 years 3 months 2 weeks 15 hours ago) and read 3416 times:

Good value for the money is probably the secret.
Excellent management that cares about the airline and that is well run for profits with good service, not as much about how much they make.
You may not pay the cheapest fare, but one that is reasonably competive. More importantly, fares close to the departure day or time will probably be a lot cheaper than anybody else. That is critical to small business or late notice travelers.
Carefully selection of employees that put the customer service first.
Employees get good pay, not massive cuts like at other airlines, inspiring loyalty to the pax and airline, so better productivity.
Exceptional productivity of aircraft operations. No wasted moves, wasted fuel and fast turn arounds.
Careful growth.
Mostly short haul non-stop flights until recently.
Not trying to go head to head with majors as to airports served, routes, pricing.
Many items that lower costs without looking cheap including:
One-class service, yet with seat pitch that is probably better than most majors; Never served meals or had electronic IFE, so never those hassles or overhead costs, as well as shorter turnarounds.


User currently offlineJayDavis From United States of America, joined Jan 2001, 2000 posts, RR: 16
Reply 19, posted (7 years 3 months 2 weeks 14 hours ago) and read 3381 times:

Truthfully, Southwest DID go out to PSA's headquarters when they were first starting up. IIRC, Southwest was in the process of buying aircraft. PSA had some spare aircraft and was trying to sell them to WN. WN wasn't interested in purchasing them and all of a sudden, PSA wasn't so helpful anymore.

One other thing that many people fail to realize is the brilliant leadership that WN had when it first started. Lamar Muse does NOT get NEARLY the amount of credit that he rightfully deserves for getting that airline off the ground. Yes, Herb gets a ton of credit but Herb didn't know sh** about the airline business at the time. He learned it very well, but he didn't know anything about it from the get-go. Lamar Muse DID !! He brought with him a ton of veteran leadership from various airlines when they were first starting up and that helped a great deal as well.

While he was President of WN, Lamar also had one of the most brilliant sales strategies ever. BN and TI were trying to put WN out of business and they decided they were going to "lower" their fares from DAL to HOU to $15 each way. Lamar was pissed to say the least. He then took out a sheet of paper and made one of the advertising industry's classic ads. It said, "Nobody is going to shoot Southwest Airlines out of the sky for a lousy $15"

What WN did was this........they still charged a person the normal fare of $25 on the route, because most of the people flying on Southwest at the time, during the day, which was when the $25 fare was in affect, were on expense accounts, so their company was paying for the plane ticket, not the traveler. Southwest then gave each of these people flying on the $25 fare, a bottle of booze. For a month, WN was the largest liquor distributor in Texas.

Many case studies have been done about this stroke of genius from Lamar. He truly does not get enough credit for the success of WN and I blame that on Rollin King, who was the very jealous "founder" of Air Southwest which became Southwest Airlines. The guy just hated Lamar and that is what lead to Lamar's demise, sadly enough.


User currently offlineBeech19 From United States of America, joined Jul 2006, 936 posts, RR: 4
Reply 20, posted (7 years 3 months 2 weeks 13 hours ago) and read 3344 times:

Quoting JetBlueAUS (Reply 9):
I have flown them many times. In fact, I can not stand them.

Why am i not surprised. Look at your name... shocker...

Now if your name was SouthwestAUS i think we would all be a little more surprised by your statement.  Wink



KPAE via KBVY
User currently offlineSphealey From United States of America, joined May 2005, 375 posts, RR: 0
Reply 21, posted (7 years 3 months 2 weeks 13 hours ago) and read 3332 times:

Reasonable prices. Everyone experienced traveller knows that Crandall's insight that tickets have a time-based value was correct, and that one should have to pay a premium based on the load factors (generally meaning, pay more for last-minute).

Southwest knows that the ratio for the premium ticketing should be kept _reasonable_ and _reasonably fixed_ so that the customer does not feel ripped off. My company and I know that a last-minute flight will cost more; that is fine and Southwest's 2x (sometimes 3x) premium from an already-reasonable base is understandable. The carriers that were charging 12x (even 20x in some cases!) premiums? Not so much.

sPh


User currently offlineBond007 From United States of America, joined Mar 2005, 5343 posts, RR: 8
Reply 22, posted (7 years 3 months 2 weeks 13 hours ago) and read 3311 times:

Quoting AY104 (Reply 15):
at least their program is simple and it doesn't inconvenience other passengers by lengthy and complicated boarding announcements and a ridiculous number of preboardings.

Most airlines, FF's are simply included in the first boarding group - never heard any 'complicated' announcements or procedures??

Quoting AY104 (Reply 15):
If someone has to travel a lot by air, be it for business or pleasure or whatever, there is absolutely no reason whe he or she should be rewarded by anything other than good and reliable service. The whole concept of rewarding people with upgrades and freebies is totally ludicrous.

I disagree, but more importantly to this discussion, regardless, I don't think this has anything to do with their success. WN lose as many business customers as they gain from not having a FF program, and by treating everyone the same. Like it or not, most business travellers DO want to be rewarded.

Their success IMO, it probably, as others has mentioned, pure simplicity - their pricing structures alone must save a fortune in systems and maintenance. It's no coincidence that the more successful airlines also have very simple fare pricing.

...and as others said.. single airplane type, limited domestic routes, great corporate policies... etc.

I don't fly them, but respect them as one of the great airlines.

Jimbo



I'd rather be on the ground wishing I was in the air, than in the air wishing I was on the ground!
User currently offlineBeech19 From United States of America, joined Jul 2006, 936 posts, RR: 4
Reply 23, posted (7 years 3 months 2 weeks 13 hours ago) and read 3296 times:

Quoting Sphealey (Reply 21):
The carriers that were charging 12x (even 20x in some cases!) premiums? Not so much.

yeah... i once for kicks watched a price of a specific flight from Manchester, NH to Seattle via Detroit on Northwest(pre-911). At 12 days out the price was $212.50 roundtrip, that is the price i always paid, twice a month i did this flight. At 7 days out it went up to $400+ (still a very good price). The day of flight when i checked in i asked if i were to purchase a ticket for this flight right now (within 2 hours of leaving) they quoted my a price of $1700!!!!

Remember... this was when demand was NOT close to supply. We are talking 80-100 people on a A320(Manchester to Detroit) and 150 people on a DC-10 (between Detroit and Seattle).



KPAE via KBVY
User currently offlineOPNLguy From , joined Dec 1969, posts, RR:
Reply 24, posted (7 years 3 months 2 weeks 13 hours ago) and read 3291 times:

Quoting AY104 (Reply 15):
"Flying Colonel" ( which is about the most pretentious and ridiculous thing I ever heard - even when I worked for DL, I almost puked whenever I heard it, and always went out of my way NOT to use it).

I think Air Florida's DC-10 service across the Pond had that beat not only for pretentiousness, but for stupidity as well. The heavily-promoted "Upper Class" service naturally and inevitably led the coach folks to surmise that they were "lower class", and our PR folks had their work cut out for them...

Quoting JayDavis (Reply 19):
While he was President of WN, Lamar also had one of the most brilliant sales strategies ever. BN and TI were trying to put WN out of business and they decided they were going to "lower" their fares from DAL to HOU to $15 each way. Lamar was pissed to say the least. He then took out a sheet of paper and made one of the advertising industry's classic ads. It said, "Nobody is going to shoot Southwest Airlines out of the sky for a lousy $15"

What WN did was this........they still charged a person the normal fare of $25 on the route, because most of the people flying on Southwest at the time, during the day, which was when the $25 fare was in affect, were on expense accounts, so their company was paying for the plane ticket, not the traveler. Southwest then gave each of these people flying on the $25 fare, a bottle of booze. For a month, WN was the largest liquor distributor in Texas.

Pretty much correct, except that the fares were $26 and $13, and we were the largest distributor of Chivas Regal, Crown Royal, and Smirnoff for a couple of months...

http://www.tsha.utexas.edu/handbook/online/articles/SS/eps1.html

http://globalgateway.thunderbird.edu...nderbird/case_series/a07050006.pdf (Page 4)

Lamar did bring some seasoned vets in early on; Captain Don Ogden from AA was the first VP of Flight Ops; and then there was W. W. "Bill" Franklin in Ground Ops. Lots of former TTA/TI and BN folks, and the latter's "Cowboy" rez system (inherited by AA after BN v1.0 went under in 1982) continued as our rez system.


25 Post contains images JayDavis : Hi OPNLguy, thanks for the clarifications. I knew most of the story but wasn't 100% on the exact facts of the whiskey promotion. Speaking of drinking,
26 OPNLguy : Not exactly from the start... We started ops with 3 -200s in June 1971, and the 4th -200 came in September 1971. As best as I can recall from origina
27 FLY2LIM : Everyone is forgetting one major factor contributing to their success. Southwest has an excellent SAFETY record. Add that to the lists made above and
28 DC8FanJet : Southwest has also always done a really good job of hiring. Good employees & a simple plan have made them successful thus far, but they need to keep g
29 NASBWI : Doesn't VS still refer to its premium product as "Upper Class"?
30 PanAm747 : One aspect of Southwest's success that no one has mentioned yet is that they do something almost unheard of anymore - in fact, it strikes me as almost
31 AirWillie6475 : Southwest's success is probably contributed to the amount of flights they have, you'd be surprised how many people choose an airline because of the t
32 Post contains images ATCme : If I remember right they have some fancy name for this and they almost always do that when there is bad weather or something. Saw it on Airline. Even
33 Indy : I disagree on the boarding system. But that is my opinion. I think the reason for their success is simple. They found a target audience and developed
34 Australia1 : WN will eventually have to look at bigger aircraft (they are probably already) & may do same a Jetblue/Virign Blue & have 2 types in their fleet, besi
35 Grantcv : I think their convenient website also plays a role in their successs. As a regular flier of Southwest, you use it often. Pretty soon it becomes THE wa
36 TxAgKuwait : OpnlGuy, I was gonna offer up that correction, but you beat me to it. Hope all is well. You guys overlooked the 10 minute turn....that the first syst
37 Post contains images Atrude777 : Uhm...They do have a Frequent Flyer Program, its called Rapid Rewards, and what do business folks earn after flying WN so much? Well after they earn
38 Post contains images Lightsaber : This probably matters more than anything else. Amazing how well that works... Yet WN gets critisized for that again and again... Yes, their biggest f
39 LHRBFSTrident : ...and no bloody hubs to maintain...
40 Par13del : Good management, good management, good management, pretty simple. A lot of the detail as to why WN is successful have been tried by other carriers to
41 Bond007 : Most if the WN customers have no clue about their safety record, and although it might be better than the other US airlines, its all relative - they
42 AirEMS : I always thought that it was Voo Doo and Ms. Cleo that were helping Southwest along... Or are they apart of the whole new world order thing that has i
43 AirWillie6475 : What, do you think it's because of the singing and dancing and the gleeful atmosphere WN people portray to the customers?
44 Atrude777 : Yep! It isn't the SOLE reason, but a huge part of the friendly customer service WN provides that keeps the customers coming back, and obviously it wo
45 AirWillie6475 : If you found a ticket on SW for 300 and UA for 200, who would you fly?
46 ATLAaron : Actually if we are looking at this from a profit standpoint then yes it is. If Southwest was paying the same fuel price that the legacies hedged at t
47 Tbird : Yes I agree with Alex, WN's success is a good part related to their customer service and free spirited culture.
48 Atrude777 : Absolutely no question. United Airlines. Simply because of the cost difference. I am one of the cheapest guy ever when it comes to buying tickets, ho
49 Lincoln : WN may have never had a crash where a passenger was killed, but they have had a crash with a fatality, and a couple well-publicised incidents (includ
50 Atrude777 : WN's MDW incident happened in 2005. You don't count Comair in 2006 for their crash which flies as Delta Connection, which people sometimes associate
51 Tsaord : I have flown southwest 4 times now. I enjoyed them a great deal. Every carrier has issues and I have seen it first hand working at ORD. I think WN has
52 Jetdeltamsy : I'd say it's three things. Very relable service at very good prices. Keeping everything as simple as possible. Creating a pleasant work environment fo
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