Tech

Southwest Airlines has a new idea for customers. Some were angry about it


Southwest Airlines plane on the runway.

It has love. But does it have power?

Southwest Airlines / Screenshot by Chris Matyszczyk

The time of terror is over. So are the tough times.

As we head towards the end of the year, things look brighter.

Well, except threat of recession and complete social and political dissolution.

But let’s not worry about that. Let’s celebrate the idea that there is still lovely company out there. Types of companies that want to win our wallets by winning our hearts.

Also: This tech company has been crowned the most loved place to work in 2022

We had love

One of the most important airlines is Southwest Airlines.

It’s all heart. Most, at least. Southwest wants to make you laugh, cheer, and completely forget it ever canceled any of your flights.

The airline does that well. So much so that it decides to capitalize on your positive emotions and leave behind any negativity you may have experienced over the past few years.

It was released a new advertising campaign celebrate all the good it does. And there are quite a few.

For example, the fact that you can check in two pieces of baggage for free, there are no cancellation or change fees, and your frequent flyer points don’t expire.

Then there’s the recent addition of your flight credits which also never expire. Try asking one of the other major airlines to be just as generous.

Then the first ad of the campaign goes through these spots and shows very happy people enjoying these very happy spots.

Why, Southwest even promises that you’ll eventually be able to plug your beloved appliance into an actual electrical outlet at some unspecified point in history. Now that’s a promise.

Was there any surprise when Southwest announced at the end of this glee: “Go With Heart”? After all, love guides many decisions in life.

Also: How to keep your home safe when you travel

Look inside the heart and you will see the hurt.

For years, Southwest claimed that it was the only airline you could freely love. Why, the airline’s stock abbreviation is LUV. And its staff is also very happy.

Wait, this is just in.

Southwest pilots believe the airline’s operating system is so bad that they care about the safety of passengers.

And this also happens.

75% of airline employees Contract is currently under negotiation.

Furthermore, beneath the cheering – and in many ways, possibly justification – the glory of this ad, came Twitterized comments. Of the less loving kind.

This is a serious: “Your pilots want to see a contract.” This was paired with a poster that read: “No contract. No pilot recruitment. No pilot retention. No future.”

No, it’s not just some random stranger. It was from the pilots union.

And here’s another unhappy customer – not satisfied this time because some of the airline’s technology may not work as perfectly as it should. It looks like the frequent flyer site Quick Rewards may not be fully functional.

Of course, there are also complaints about flights still not running on time.

Ah. OH.

You will love the technology upgrades. If you can find them

But you will always have angry customers – and employees – right? That comes with being a big player in the service business (kinda).

However, you won’t always make customers squint at your ad.

Sadly, I’m that kind of person. So I focused on the “coming soon” part of this ad. Southwest has long been criticized for being completely powerless, so their arrival is a big step forward. But my glance revealed that the passenger who was plugging in their devices was on a Boeing 737 Max 8.

Person plugging the charger into an airplane outlet.

Here it is, just at the top.

Southwest Airlines / Screenshot by Chris Matyszczyk

Only about 100 of these Max planes are currently in service at Southwest. Most of its planes are good old Boeing 737s, a little more ordinary.

When Southwest announced in May that it eventually introduced power outlets, it wasn’t really referring to these normal 737s – there are more than 600 of them in use now.

I feel sure that your math is much better than mine, and you have done the kinds of calculations that you normally do before betting online on NFL Sunday.

But let’s try and love the airline’s promises. (I said try.)

Bill Tierney, Southwest’s Vice President of Digital Experience and Marketing – Because Marketing Isn’t Digital Experience give these words: “‘Go with Heart’ is inspired by what makes Southwest stand out from the competition – Our stellar employees, Legendary Customer Service, and agile differentiators. We’re here. here to connect Customers with what matters to them by making commuting easier with less cost than worry and through this campaign we also underscore our ongoing commitment to improving the Customer Experience.”

I believe it. Southwest is indeed a (relatively) well-regarded airline with a lot of customer-focused thinking.

Sadly, though, what matters to too many customers today is the ability to connect their phones, tablets, and laptops to an in-flight power outlet.

That still might not happen consistently at Southwest for quite some time.

When you go with heart, I suppose you know there can still be troubles along the way.

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