Fly Away Home
Now that I have returned from Chicago to FCB World Headquarters in Philadelphia, it's time to do something one usually has no reason to do: praise an airline.
I had never flown on Southwest Airlines before this trip to Chicago, and I have to say that I was very impressed. I'm sure people have their share of horror stories about Southwest, but, despite traveling during what is invariably described as "the busy holiday season," all went wonderfully smoothly. What was most obvious to me, as someone who for years often has had little choice but to fly on US Airways, is that the Southwest employees actually seem to know what they were supposed to be doing.
When we arrived at Midway Airport this morning at about 8:15, the place was already filled with travelers. The line to check bags at the Southwest counter was the longest I have ever seen: In addition to the long, snaking line in front of the counter, the queue extended out of the terminal and down a hallway. But that wasn't the end of the line. Those seeking to get on the line were then guided out the building and into a parking lot and asked to walk about a quarter of a mile to the other side of the terminal. We re-entered the building and found the end of the line, which ultimately worked its way down two long hallways used for airline offices clearly not intended to be open to the public, past two different sets of restrooms (which made the expression "bowels of the building" even more apt), and then back into the terminal. I figured we would be in that line for at least an hour.
It only took 20 minutes. Why? First, because Southwest had lots of people working the counter, tagging the bags for those who used the kiosks to check in, and dealing with all the usual problems. All the stations were being used. Second, Southwest had employees at key places in the line, directing people to the right place to just get into the line (no small feat), letting people know how much longer it would be, and making sure that when you got to the head of the line you were sent to the first open station. Everyone was on the move, both passengers and employees. It was amazing.
The plane boarded and then departed right on schedule. The tail winds were so strong that we landed in Philadelphia 30 minutes early. The crew decided to take their equivalent of a victory lap, making sure to point out more than once just how early the plane had arrived. "Be sure to tell your friends we arrived so early," one flight attendant said to the passengers, "because if the plane had been 30 minutes late, you know you would have told them about that." Touche.
And, in the most un-US Airways touch of all, the bags were on the belt in about 10 minutes!! I gathered them up and immediately went off to buy a lottery ticket, praying that my luck would hold up for just a few more minutes.
I had never flown on Southwest Airlines before this trip to Chicago, and I have to say that I was very impressed. I'm sure people have their share of horror stories about Southwest, but, despite traveling during what is invariably described as "the busy holiday season," all went wonderfully smoothly. What was most obvious to me, as someone who for years often has had little choice but to fly on US Airways, is that the Southwest employees actually seem to know what they were supposed to be doing.
When we arrived at Midway Airport this morning at about 8:15, the place was already filled with travelers. The line to check bags at the Southwest counter was the longest I have ever seen: In addition to the long, snaking line in front of the counter, the queue extended out of the terminal and down a hallway. But that wasn't the end of the line. Those seeking to get on the line were then guided out the building and into a parking lot and asked to walk about a quarter of a mile to the other side of the terminal. We re-entered the building and found the end of the line, which ultimately worked its way down two long hallways used for airline offices clearly not intended to be open to the public, past two different sets of restrooms (which made the expression "bowels of the building" even more apt), and then back into the terminal. I figured we would be in that line for at least an hour.
It only took 20 minutes. Why? First, because Southwest had lots of people working the counter, tagging the bags for those who used the kiosks to check in, and dealing with all the usual problems. All the stations were being used. Second, Southwest had employees at key places in the line, directing people to the right place to just get into the line (no small feat), letting people know how much longer it would be, and making sure that when you got to the head of the line you were sent to the first open station. Everyone was on the move, both passengers and employees. It was amazing.
The plane boarded and then departed right on schedule. The tail winds were so strong that we landed in Philadelphia 30 minutes early. The crew decided to take their equivalent of a victory lap, making sure to point out more than once just how early the plane had arrived. "Be sure to tell your friends we arrived so early," one flight attendant said to the passengers, "because if the plane had been 30 minutes late, you know you would have told them about that." Touche.
And, in the most un-US Airways touch of all, the bags were on the belt in about 10 minutes!! I gathered them up and immediately went off to buy a lottery ticket, praying that my luck would hold up for just a few more minutes.
posted by FCB at 9:32 PM
1 Comments:
When SWA first started, I knew they would do OK. Their initial service was within Texas with flights only between Dallas, Houston and Austin and back again. These routes were also covered by the "bigger" airlines. Regs at the time did not allow for discounted fares. One price fitted all. What to do. Some marketing guy came up with a gimmick that was both legal and had legs. As you were deplaning you were offered a gift. I forget what they all were, but one was a half gallon of your choice of scotch, vodka, gin etc. I went to Hobby AP to pick up some people who were coming in from Dallas to help on one of my projects. It looked so funny at 8 in the AM to see them coming off the plane with bottles of booze. Maybe you had to be there, but it really was a sight for its day. TKOP
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