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Southwest Airways finds a borderline loopy technique to (lastly) delight prospects

Southwest Airlines plane on runway.

Extra human(s)? 

Bloomberg/Getty Photographs

I am very enthusiastic about Southwest Airways.


No, severely.

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It has been far too tempting to be a contact essential concerning the enormously unconscionable method by which it handled its prospects over the Christmas interval.

Someway, Southwest itself made it ever extra tempting to be essential by presenting arguments that had been, at their coronary heart, unhappy, self-defensive wind.

However now, every thing is altering. Can you are feeling it? I can really feel it. A mild breeze is blowing and it is rising from the minds and mouths of Southwest.

Simply take a look at a number of the very current developments.

Southwest has simply employed a software program firm referred to as SureWeather to make sure the climate by no means impacts a single Southwest flight ever once more.

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I apologize. That was simply my pleasure. SureWeather, the truth is, guarantees: “One easy interface. A variety of modern deicing options at your fingertips.”

The corporate boasts: “Over 70 international airways presently implement holdover instances and different artistic options on the flight deck utilizing our platform.”

This may occasionally incite one or two Southwest prospects to surprise: “Why was Southwest not one in all these corporations earlier than?” However cease it, we’re being constructive right here. We’re being positively excited.

So please let me recommend that SureWeather should be fairly good. Why, United Airways already employs it and the airline just lately went out of its technique to create a Tremendous Bowl mocking Southwest’s incapacity to deal with the climate in Denver.

This, although, is only the start of the thrill. I promise.

Reuters reviews that Southwest can also be upgrading its crew scheduling software program. Some prospects might have thought the airline had little or no crew scheduling software program — or, at the very least, little or no that works properly sufficient — because it appeared Southwest had no method of realizing the place lots of its pilots and crew had been throughout the December debacle.

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However there was yet one more factor in Southwest’s newest bulletins which will transfer some prospects to paroxysms of pleasure.

Southwest says it is going to rent extra individuals. Sure, precise human individuals. Their job? To do one thing really radical: Reply the cellphone when prospects name.

It is fairly mad, is not it? The mere thought {that a} human can resolve your downside extra rapidly than a machine is, properly, revolutionary. Plainly people nonetheless suppose extra like people than AI does. Although after all the hole is narrowing.

Someway, then, Southwest has concluded that it wants extra people available when prospects are on their final kilojoule of persistence.

It is easy to be aghast, is not it? It is tempting to think about that Southwest will once more (lastly?) present prospects the, um, love for which the airline has been lengthy recognized.

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So I am very excited. I need you to be very excited, too.

However you have suffered so much currently, so I really feel duty-bound to whisper one small factor: The place are they going to get these new individuals from? 

How are they going to coach them? How a lot will they pay them? And, dare I additionally point out, Southwest is presently one of many much less comfortable airways normally. Each its pilots and its flight attendants rail in opposition to the airline for not providing them a brand new contract.

Sufficient of that. Let’s rejoice.

Southwest is aware of it wants extra people as a way to provide a extra human service, whereas it upgrades its expertise to deal with its pilots and cabin crew extra like, properly, people.

Do not you simply adore it?

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