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Service Qualities On Low Fare Carriers  
User currently offlineCo LITE From , joined Dec 1969, posts, RR:
Posted (13 years 4 months 1 week 1 day 8 hours ago) and read 1436 times:

What Service Features have you noticed that are absent on lowfare carriers? The big thing of course, is the meal issue. But other than that I noticed:

Lack of CSR's (Customer Service Representives)
Lack of cleanliness
Lack of seat comfort
Unassigned Seats
Foolish point to point systems
Lack of Information (When there is a delay, there are no LCD Displays at the gates, the only place would be a central monitor location)

These are things we need on Airlines of today. AirTran and jetBlue however, provide most things you'd find on a major airline. Southwest meets all of the above criteria that I listed.

Your Opinions?











9 replies: All unread, jump to last
 
User currently offlineMandargb From United States of America, joined Mar 2001, 195 posts, RR: 0
Reply 1, posted (13 years 4 months 1 week 1 day 8 hours ago) and read 1421 times:

Recently I travelled on southwest and found the seating very comfortable.


User currently offlineIlyushin96M From United States of America, joined Sep 1999, 2609 posts, RR: 12
Reply 2, posted (13 years 4 months 1 week 1 day 8 hours ago) and read 1420 times:

Well, personally I don't expect too much if I pay an ultra-low airfare. For example, I flew American Trans Air (ATA) to and from Las Vegas out of Chicago Midway last summer. The planes WERE clean, the seats were OK for comfort, the crew was efficient and friendly, and I thought everything went exactly as it should have. The biggest issue was the check-in line, which was very long and moved very slowly. But my experience aboard ATA and dealing with CSRs was pleasant, overall.

I haven't flown Southwest in years, but the time I did, everything moved along as scheduled, and the flights were good ones.

Bottom line is, I think the overall package on low-fare carriers is what it should be for the price you pay. And sometimes, value per dollar and customer service are better than for the major US carriers.


User currently offlineCo LITE From , joined Dec 1969, posts, RR:
Reply 3, posted (13 years 4 months 1 week 1 day 8 hours ago) and read 1412 times:

The new SW seats are comfortable I hear, but I think they are ugly. But I would sit in them anyway. ATA's L1011 has HORRIBLE seating I read. 10 Abreast. Thats 3-4-3

User currently offlineLsjef From , joined Dec 1969, posts, RR:
Reply 4, posted (13 years 4 months 1 week 1 day 8 hours ago) and read 1412 times:

CoLite: When you say SWA meets all your above criteria, are you really claiming they meet all six of your negative criteria? If so, I disagree with you.

I have always found SWA CSR's more available and more pleasant to deal with than those of any other airline. Cleanliness is consistent with any coach seating environment on any US airline. Seats are comparably comfortable and unassigned is a big plus (to me, at least). There is nothing foolish about the SWA point-to-point system (which is efficient and profitable...in contrast to BigAir's hubs-and-gouging system). And, lastly, SWA info has always been more accurate and more readily available than the misinformation often delivered by other airlines...in my experiences.

In my opinion, you want to bash SWA and you are wasting your time.



User currently offlineModesto2 From United States of America, joined Jul 2000, 2819 posts, RR: 5
Reply 5, posted (13 years 4 months 1 week 1 day 7 hours ago) and read 1397 times:

I flew Southwest a few weeks ago and of the aforementioned characteristics, three would apply:

1) Lack of cleanliness - the aircraft on my return leg was SO dirty. I have stepped foot in such a sea of filth. Food was littered in my seat, tray table and the floor. In fact, I had to carefully place my feet on the ground to avoid smashing peanuts.

2) Lack of seat comfort - I usually fly American on the West Coast so Southwest's seat pitch left much to be desired. Granted, it's probably not worse than other majors but nonetheless, it fits the criteria of no seat comfort.

3) Unassigned seats - this was quite annoying. I can't even go spotting because I'm so worried about grabbing a seat! And if you're not in the first 60, forget about carryon luggage.

I can't comment on the other things but for the most part, I would say that WN clearly demonstrates the traits of a low-fare carrier. Is that good? Well...I fly UA and AA. I'll leave it at that...


User currently offlineCedarjet From United Kingdom, joined May 1999, 8188 posts, RR: 54
Reply 6, posted (13 years 4 months 1 week 1 day 6 hours ago) and read 1389 times:

I haven't flown Southwest but I've done loads of miles with easyJet, and also tried Go and Ryanair, all to or from the UK. All three are SW clones so I don't expect there to be much difference. Anyway. I thought these points were bullshit.

Lack of CSR's (Customer Service Representives) JUST AS MANY REPS ON THE GROUND. AT STATIONS AWAY FROM HOME BASE, CUSTOMER SERVICE IS PERFORMED BY THE LOCAL HANDLING AGENT, ie AIR AZURE IN NICE. SO EASYJET PAX GET THE SAME TREATMENT AS SAS, AER LINGUS, AEROFLOT PAX (OR WHOEVER ELSE AIR AZURE HANDLE).
Lack of cleanliness AS ABOVE, CLEANING IS OFTEN DONE BY A THIRD PARTY CONTRACTOR WHO SO THE SAME JOB AS ON THE RYANAIR / AUSTRIAN / MEA AIRCRAFT THEY'RE DOING 15 MINUTES LATER.
Lack of seat comfort SAME AS MOST COACH CLASS ON FULL FARE AIRLINES. PROBABLY BETTER THAN SOME. AND BTW 3-4-3 (WHICH IS CHARTER, A DIFFERENT PROPOSITION) ON A TRISTAR ISN'T THE END OF THE WORLD. FINNAIR HAVE 3-4-3 ON THEIR MD11S IN ECONOMY ON SOME SERIOUSLY LONG FLIGHTS (HEL-SFO, HEL-SIN) AND DON'T GET ANY COMPLAINTS. I'VE DONE HEL-JFK-HEL AND IT WAS VERY COMFORTABLE.
Unassigned Seats SO? IT MEANS YOU CAN CHECK IN 5 MINUTES BEFORE THE DESK CLOSES AND STILL GET A WINDOW SEAT.
Foolish point to point systems MOST PROFITABLE AIRLINE IN THE US YEAR AFTER YEAR? SW. WHAT'S SO FOOLISH ABOUT ALLOWING PAX TO GO NON-STOP INSTEAD OF THROUGH A CONGESTED HUB WHERE THEY SIT ON A TAXIWAY FOR 45 MINUTES AND THE AIRLINE LOSE THEIR BAGS.
Lack of Information (When there is a delay, there are no LCD Displays at the gates, the only place would be a central monitor location) WHEN DID AIRLINES EVER PUT ANY INFO ON AN LCD DISPLAY AT THE GATE OTHER THAN POSSIBLY A WILDY OPTIMISTIC REVISED DEPARTURE TIME? WHAT DO YOU WANT, WORDS FLASHING ACROSS SAYING, "THE DAMAGED FLAP FAIRING HAS BEEN REMOVED AND FEDERICO THE LEAD MECHANIC IS WAITING FOR A VAN FROM MAINTENENCE TO BRING A COUPLE OF BOLTS", "HYDRAULIC SYSTEM A HAS BEEN WIRED TO THE FLAP DRIVE AND THE FLAPS ARE BEING CYCLED"?




fly Saha Air 707s daily from Tehran's downtown Mehrabad to Mashhad, Kish Island and Ahwaz
User currently offlineN521NA From United States of America, joined Jul 2001, 517 posts, RR: 2
Reply 7, posted (13 years 4 months 1 week 1 day 6 hours ago) and read 1382 times:

Geez, some people have way too much time on their hands. You guys think you are king or what? You expect all these things? Some people just think they own the whole world geez.  Yeah sure

User currently offlineLefty From United States of America, joined Jan 2001, 9 posts, RR: 0
Reply 8, posted (13 years 4 months 1 week 1 day 6 hours ago) and read 1382 times:

I also agree that bashing Southwest is completely unwarranted. This is the most efficiently-run airline I have ever flown on. Just check out their on-time data if you don't believe me.

Ground staff and FA's have always been friendly and courteous, and of course, that famous Southwest sense of humor helps make even the rare bad situation more bearable.

Comfort is no worse than any other airline flying the same equipment (737-200/800), except possibly AA. No assigned seating? If I'm saving $300 per ticket, I don't mind finding my own seat.

One gripe: The rest of the fleet is fairly new. So, just why ARE they keeping those few 737-200's alive? Haven't they beat those horses to death yet? The takeoff roll from ABQ is about 4900' (~1630m) in one of those!

-- Lefty


User currently offlineVH-KCT* From Australia, joined May 2001, 479 posts, RR: 2
Reply 9, posted (13 years 4 months 1 week 1 day 5 hours ago) and read 1376 times:

Wow.
You want to see a real cut-price airline at work, then fly VirginBlue. Flying the newest planes in Oz (737-800's) and a fun atmosphere. Obviously helped by Richard's deep pockets but none of the troubles anyone has mentioned above.

Cheers,
Rick.



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