Southwest Airlines is a well known and a highly respected name in the Aviation i

Question

Southwest Airlines is a well known and a highly respected name in the Aviation industry. Having a large destination network, you can travel to almost anywhere you want to in a Southwest airline at the best available price. They have a culture of making its customers feel different. Whether its the good behaviour of the customer representatives or flight attendants, a customer is always treated with respect and smile in a Southwest Airline. Speaking in general, flight journeys are primarily about two things:

- Reaching from place A to place B in a safe and timely manner

- Having a good and memorable in-flight experience

Almost every time, Southwest Airlines have managed to fulfil the above two parameters. Except for this particular time, when a woman customer was treated inappropriately by its flight attendants for using a nail polish and nail polish remover during the flight. As a matter of fact, anything that is not allowed inside the flight should be removed during the necessary security checks by the security staff. And even, if something is allowed inside the flight but the passengers are not allowed to use them during the journey, it should be conveyed explicitly to the passengers inside the flight, mobile phones for example. In this case, at the security check, the customer was allowed to carry the nail polish and nail polish remover inside the cabin. At anytime during the safety instructions or during the flight journey was she told that she cannot use the nail polish. Therefore, it is natural for the passengers to use the stuffs that they were allowed inside the cabin and were not told explicitly to not to use them. Treating the customers inappropriately is the last thing that an airline management would want to do.

Also, given the reach of social media these days, the incident may lead to a negative publicity of the airline and a reputation loss for the organisation. To prevent these consequences, the airline may take the following measures:

- A written apology to the concerned customer acknowledging the inappropriate behaviour of their staff towards her and emphasising on taking appropriate action against the relevant airline staff.

- Offering monetary compensation to the customer as a token of apology or free travel to anywhere in the US for a specific time period.

- Making public apology and issuing public statement about how the airline always tries to incorporate a culture of care for their customers and the incident should be considered as a one time exception.

- Revising policies on items that should be allowed and used inside the cabin and explicitly conveying them to the customers during the flight journey.

- Conducting training programmes and workshops for the customer representatives and in flight staff on how they should be treating the customers.

In this way, the Southwest airlines will be able to win back the confidence of the customers and surely be seen as a responsible and caring organisation.

Explanation / Answer

What should southwest Airlines do in response to the woman’s complaint about how she was treated during the flight?

3.      Southwest should apologize to the woman and gave her a free flight to anywhere in the United States. After all, it is not against any rules to bring nail polish remover and nail polish on a plane. If you can bring them on a flight, then why shouldn’t a person be allowed to use them?

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