Like many of you, most of my thoughts about the travel industry come from actual experiences I’ve had traveling. I don’t know if I’m more observant or aware of what’s going on around me because I’m in the industry, but I assume that is the case. I am always analyzing my travel experiences and during my last trip this was no different.
One of the things I consistently notice which was brought to my attention again on my latest trip is the inconsistency of the travel industry. By this I mean….you never know what you’re going to get. One of the most poignant examples of this in my travel experiences has always been; multiple flights on one airline. While you fly with the same company, each flight is often a differently configured plane, as well as a different staff. However, my question being: If it’s the same company don’t we all expect the same consistency? Consistency within culture at least? Very, very often, this does not happen.
My latest experience of this inconsistency was with Southwest. I flew on a direct Southwest flight on the way to my first destination. On the way home I flew on a connecting Southwest flight. Essentially, I was on three different Southwest planes. However, Southwest has an advantage in the consistency game, because one thing you can guarantee is that each plane looks the same. However, what I learned on my last trip was consistency is much more than the configuration of a plane. Here was my experience on all 3:
Flight #1: I got an e-mail prior to my flight that this aircraft would have wireless so to bring my wireless electronics and I could pay an introductory rate of $5 to use the Internet. This reminder was essential to me as I was questioning bringing my lap top, I-pad, etc. This flight boarded and took off on time and was made up of a professional, standard crew. Not anything awful, not anything great; a very standard flight all around. Which I guess in this day in age, should be considered pretty great.
Flight #2: This flight had no wireless Internet. It boarded and took off on time as well. However, this flight crew was hysterical. They were friendly, funny, sang songs over the intercom, and made funny jokes. They were honestly…awesome. They were the typical laid back Southwest atmosphere. I remember when I used to be scared when they did this that they were “too unprofessional” and too focused on jokes instead of the safety of the plane and passengers. However, once I realized this was Southwest’s “culture” and I had had plenty of great experiences with Southwest, I learned to appreciate it.
Flight #3: This flight boarded two hours late (not Southwest’s fault.) As I boarded the plane, to my surprise I see written on the outside that the aircraft it is Wi-Fi enabled. Where was my reminder e-mail Southwest? Luckily, I was on my way home and had my electronics with me due to the first flight. When we got onto the plane the staff immediately came around and wrote down our drink orders. My travel companion and I each ordered an alcoholic beverage. When the drinks came we were not asked to pay. The assumption was made they were doing this because the plane was delayed? However, why wouldn’t they tell us that? At any point? If they really wanted to reward passengers for their trouble why didn’t they announce they were giving everyone a free drink? What about all of the passengers that didn’t order a drink because of the price? End tangent. About 15 minutes into the flight when we were told we could use electronic devices I pulled out my I-pad and tried to sign onto the Internet. After trying for about 10 minutes, to my surprise, it was not connecting. It had worked so easily on the first flight I was confused. I asked a flight attendant who said she was unsure why it didn’t work, “Maybe because the captain never turned it on?” 10 minutes later she came back and said he had just forgotten to turn it on and now we could use it. So basically I ended up paying $5.00 for 40 minutes of Internet.
So Southwest after my recent flights with you my questions about consistency are the following:
-Where was my friendly, upbeat, funny Southwest staff on flights 1 and 3? Isn’t this part of your culture? Shouldn’t this attitude be consistent across flight staff?
-Where was my e-mail that told me plane #3 had wireless so I could prepare my electronics and any work I needed to do?
-Where was the announcement about the free drinks after our 2 hour delay on flight #3? Where was any personal indication to me of why I didn’t have to pay?
-Where was my internet on flight #2? It was longer than flight #3. Why not have Wi-Fi on all your planes? It is 2011; we do send people to the moon. To me, Wi-Fi is a game changer; I would fly another airline in a heartbeat if they had Wi Fi on all of their flights. I know you’re not a “corporate travel airline” but trust me; there were some parents who could’ve used some entertainment and something to distract their noisy children.
There is a reason McDonald’s is the biggest real estate holder in the world. The reason is consistency. Southwest, you’re about to celebrate 40 years of success in the industry, the culture your built upon is great, but it can’t only be sometimes. It has to be all the time. A Big Mac can’t taste different if I go to a McDonald’s in New Hampshire or a McDonald’s in Florida. When you have a good product or service, consistency is everything.
Southwest, I want more of this.
