Why do I regret having never flown Southwest? It’s the humor!

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I wrote about value-addition to bring in revenues yesterday. The best value addition to a customer’s brand experience is emotional. And the best value addition brings in revenues in more ways than one – like through sustained customer loyalty. After all, Southwest has been one of the most profitable airlines in the world for a long time.

A reader wrote to me recently that he was disappointed that I’ve never flown Southwest. Well, I am too! They didn’t fly from Boston all the time I lived there.

But why do I regret it? Because I feel I’ve missed out on the fun of flying with Southwest. Here’s what I feel puts Southwest in a class of its own. Just like Singapore Airlines “brings back the romance of travel”, I think Southwest “brings back the fun of travel” (and you can quote me on that!).

Enjoy the candid in-flight videos!

Here’s another…

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Shashank Nigam

Shashank Nigam

Shashank Nigam is the CEO of SimpliFlying and a globally sought-after consultant, speaker and thought-leader on airline branding and customer engagement strategy. He is also the youngest winner of the Global Brand Leadership Award and has addressed senior aviation executives globally, from Chile to Canada and from Sydney to San Francisco. Shashank's perspectives have found their way into major media outlets, including CNN Travel, CNBC, MSNBC, Bloomberg UTV, Mashable and in leading publications like Airline Business, ATW, Aviation Week, and others. Shashank studied Information Systems Management and Business Management at Singapore Management University and Carnegie Mellon University. Hailing from India, he splits his time between Singapore and Vancouver, among other cities.
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Showing 26 comments
  • James
    Reply

    I took a flight on Southwest and it really was enjoyable. It was over 10 years ago and I still remember a joke a flight attendant made during the safety announcement. When she put on the life vest she said pull the cord and swim like hell. It made everyone laugh.

  • Jiming Lindal
    Reply

    Agree on the “emotional” part, but aside from that, they also succeed in consumer focus (flex ticket re-use policy), logistics (majority of flights are on-time) and people management (hospitality cannot be faked).

  • A.J. Olson
    Reply

    Southwest Airlines provided me with one of the most memorable flights I will ever have. It wasn’t one that everybody would appreciate but it was the most fun for me.

    My flight didn’t involve a signing or rhyming flight attendant. Instead it involved a pair of younger flight attendants on a lightly-loaded evening flight from Phoenix to Denver that just wanted to have a little fun. I was sitting in my seat, next to the window of course, with the aisle to myself reading my magazine. More often than not when I fly, especially on the evening trips, I put my headphones on and try to nap. But during this flight I’d met a guy standing in line that went to the same school I did and we were having a good conversation. He sat in the row right behind me and we continued on for awhile before I started on my magazine.

    Maybe half way in to the flight I was hit from behind by a Goldfish cracker. I turned around and glared at the guy in the row behind me that I’d been talking to earlier. He gave me an guilty-innocent grin and I turned back around. A couple seconds later I was hit with a second cracker. I turned around again and noticed one of the flight attendants popping her head up from an empty seat a few rows back.

    The rest of the flight was filled with childish games and flying crackers and peanuts.

    I didn’t do anything to provoke the cracker war but I am a laid back guy that likes to have fun and takes offense to very little. That Southwest flight involved things I never expected and I figure is the most fun one I’ll ever have. Perhaps until the next time I fly Southwest! I love the airline and wish they’d come serve the Wichita market!

  • Debi Prasanna Kar
    Reply

    truely an amazing idea and a fun to even watch

  • Shannon Pedder
    Reply

    That is great- thank you for sharing! I actually just booked a flight on Southwest today.

  • Shishir Nigam
    Reply

    Now I’m looking forward to my Southwest flight! Buffalo to Chicago πŸ˜‰

    • Shashank Nigam
      Reply

      @Shishir: Do share your experiences with us at SimpliFlying!

  • Joe Vibbert
    Reply

    They do make it fun…..thanks for finding these and sharing.

  • Elizabeth Clark
    Reply

    Cool!

  • Addison Schonland
    Reply

    100% correct – its precisely this sort of happy employee that makes flying Southwest awesome compared to the rest – Virgin America excepted.

  • David Scarlatti
    Reply

    nice videos!! Thanks for sharing.

  • Nancy Lightsey
    Reply

    Thanks for the smile this morning! Those were great! As a loyal Southwest traveller I have thoroughly enjoyed the humor and professionalism of their flight attendants over the years. And, yes, one can go hand in hand with the other. Have a wonderful weekend!

  • Shashank Nigam
    Reply

    @Nancy, glad that I could bring a smile to your face to start off the weekend!

  • Susan Smith
    Reply

    Although it means dating myself, I started flying Southwest when the flight attendants wore go-go boots and hot pants and if you booked a weekday round trip, they gave you a full-size bottle of Jack Daniels as you boarded the plane. They have always had a sense of fun, a great price and the about the best on-time record in the industry. Its why they have remained successful.

  • Dirk Wiesemann
    Reply

    Perfect. I love it.

  • Dileep
    Reply

    I am looking to travelling Southwest too during my next trip to US.

  • Chipo Mugomba
    Reply

    Hi Shashank,

    Great video – now i’m tempted to head to the US just to fly southwest airlines πŸ™‚

    Also good to have stumbled across your blog.

    Cheers,

  • Joseph Grindstaff
    Reply

    As a SWA flight attendant, I am glad to be able to provide a little laughter in someone’s day. Everyday that I work on a SWA jet, I meet hundreds of people traveling for many reasons to countless destinations. How fortunate I feel that at the end of the flight, someone comes up to me and says thanks for making this so much fun. What job is better than that? I don’t speak for the company or the 9,700+ flight attendants at SWA, but I believe we would all say to you, it is our pleasure.

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  • Reply

    Very humorous videos.

  • Websites for Dating
    Reply

    I meet hundreds of people traveling for many reasons to countless destinations.

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