https://www.youtube.com/watch?v=4S-snuCDBXc (Southwest Commercial)

This Southwest airlines commercial is made to show that the customer comes first in its business model. This may sound weird as Southwest Airlines is an airline stuck under the title of “Low-Cost Airline” with brands such as Allegiant Airlines and Spirit Airlines. Southwest Airlines is more of a second cousin within the family, so sick of the other members in the family farting at the table and giving the family as a whole a bad reputation. Southwest’s customer excellence speaks for itself. It is the reason that millions of people have chosen to return as customers to the airline and make it the largest domestic US airline. This customer excellence even overshadows the airlines proud history of operational excellence. As they say, flattery is the best form of imitation, and Southwest has many other businesses attempting to imitate its business plan and has for years.

https://www.youtube.com/watch?v=0XYtGYrQeV4 (United Commercial)

United Airlines on the other hand is an airline so bad in customer service that it can be grouped in with Air Canada (excuse the opinion). Even the commercial does not show the customers or emphasize the employees at the airline. That may be because they are not an airline know for good customer service. In fact, most of the United commercials that I could find are about there destinations or there size and not about the people.

My point being that maybe some of these companies that are lacking in customer excellence need to look at what some other companies like Southwest are doing. Southwest has been making profit for years, including the previous three years (through the economic downturn). United on the other hand had to merge with Continental Airlines a couple years ago to get away from bankruptcy. Customer excellence goes a long way and Southwest will show you that.