Re: On Southwest Airlines new family boarding policy
From another blog comment:
Will SWA survive as a follow your own drummer company focused on making travel more convenient for the traveler or succumb to corporate and union bureaucracy overload? Unfortunately the courtesy and helpfulness level at counters and in cabins throughout the system would indicate the later.
Oh and incase those of you in senior management don’t have young children or don’t follow the normal boarding procedure. Children boarding first was implemented by the founder Rollin W. King and his wife who had an 8 and a 10 year old. They knew what a challenge it is to travel with children.
SWA is lucky to have those parents stamping the SWA brand into their children’s brains at such an early age; those children will be future SWA adult customers and won’t even know why. Changing this policy is a fool’s game and a great example of customer disservice in the name of efficiency.
This is a great example of a VP who doesn’t have enough to do or doesn’t understand what made SWA successful.
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