On Hold for 45 Minutes? It Might Be Your Secret Customer Score

Re:On Hold for 45 Minutes? It Might Be Your Secret Customer ... by bdamm on Thursday November 01, 2018 @05:37PM (#18358711)

Also, Southwest's no-questions-asked-no-limits policy on cancelling and rebooking tickets makes them my favorite. They recently put a limit of one year on the rebooked ticket, however. You can do this right up until boarding has already begun and there are no penalties. Nobody else does this.

They're polite, they're generally well run, seats are reasonable, maintenance seems to be good, they have good routes, cheap tickets, good baggage policy, and don't fee you to death. On top of that, they have responsive customer service on the phone, or via DM Twitter, which is way better than sitting on the phone!

Whatever they're doing is the right way and all other airlines should just copy them.

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Re:On Hold for 45 Minutes? It Might Be Your Secret Customer ... by batiudrami on Thursday November 01, 2018 @10:10PM (#18360165)

As a "normal" flyer, Southwest was the only airline I flew with in the US which didn't seem to make it its MO to have me be as miserable as possible through the entire experience. The budget pay-extra-for-everything airlines in Australia and SEA consistently provide a better experience than what I got from Delta, United or American.

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