Southwest Airlines Is Spending $2 Billion to Improve Passenger Experience
byDaniel McCarthy/西南航空公司周二表示,它将花费超过20亿美元在特定的举动上,希望可以改善其乘客体验。
The improvements include bigger overhead bins for luggage, quicker internet onboard, and outlets in every single seat, along with upgrades to the cocktail menu.
They also include a brand new fare category, Wanna Get Away Plus, which is set to be rolled out later this month. The carrier said that the new fare will bring “a new ability to transfer travel funds and to confirm a same-day change to an available seat on a different flight between the same origin and destination, without a change in base fare.”
Bob Jordan,the Southwest CEO who took over after Gary Kelly’s retirement, said the improvements were made in order to keep its current customers loyal and win future ones.
"As we continue to welcome back loyal customers and win new ones, these initiatives, combined with the best people in the industry, support our purpose of connecting people to what's most important in their lives through friendly, reliable, and low-cost air travel,” he said.
According to Southwest, the timelines for the other upgrades vary — new bin space will be on aircraft deliveries beginning early next year, while the upgrades to the seats, which include onboard USB A and USB C power ports on every seat, should show up in early 2023.
And, continuing the emphasis on the customer experience, Southwest says it is changing the way customers can purchase upgraded boarding passes that allow them to slot into boarding positions A1 through A15 — passengers, by late summer, will be able to do that on their mobile devices without having to stand in line at the airport.
Southwest also expects to give flyers “an ability to add lap child travelers when booking online” and at self-service kiosks.
The new drink service menu, news that comes a few months afterSouthwest announced plans to bring alcohol back on its planes,包括今年夏天的血腥玛丽混合物,随后在9月饮用的鸡尾酒,以及Hard Seltzer和Rosé的新选择。
乔丹说:“我们倾听客户的意见,他们的见解有助于我们实现并超出他们的期望。”“这些承诺背后是西南航空公司的传奇人物 - 准备好以温暖,热情好客和爱心欢迎客户。”