Southwest Airlines is the only airline that allows you to check two bags free, doesn’t charge you a fee to change a reservation and gives you full credit toward future flights when you have to cancel a flight that you’ve already paid for. According to a recent article written by Dawn Gilbertson which appeared in The Arizona Republic, “…a customer in a Southwest focus group told a story about paying $500 in fees on a low-fare airline on a short hop between Los Angeles and Las Vegas. Fees were charged for baggage, seat assignments and a reservation change.” The response to the incident from Kevin Krone, Southwest’s Chief Marketing Officer was, “There’s no reason to ruin a family vacation because of that.” Southwest CEO Gary Kelly added, “At times, what our competitors are doing borders on the ridiculous.”  Bottom line: Southwest still cares about its customers which is why it is always at or near the top when it comes to customer service and customer satisfaction.

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