The Southwest Airlines that travel throughout the South Western states of the United States of America have their fair share of issues. Some clients believe that the Airline is among the best while others have complaints about their services. The South West Airline has some unmet needs such as the issue of timekeeping mostly on time spent on the tarmac. There have been various cases of delayed flights that disappoint the customers. Some of the reasons for the long waits on the tarmac would be the weather such as heavy snow. The flight crew of the airline should be aware of the weather conditions so that they can be prepared instead of the unexpected delays.
Therefore, the South West Airline has unmet needs on customer satisfaction as considered in terms of time spent and the comfort during the flight. Most of the American Airlines pride their services based on the reviews of the satisfied customers. The aspect of customer service should be the priority of the Airline in ensuring that all clients give a positive review about their experience on board. Some of the customers also claim that the attendants are poor at offering customer services. On various occasions, the comfort of the seats in the planes appears to be a problem for some of the passengers. However, the crew members should offer assistance by making the seats comfortable for the passengers.
Despite the unmet needs, the Airline has various positive reviews from other clients. It means that the Airline should ensure all their staff and crew members are consistent in how they offer their services as it reflects on the general Airline. The unmet needs of the customers regarding comfort and timeliness should be addressed in all terminals of the South West Airline.
References
Gittell, J. H. (2003). The Southwest Airlines way: Using the power of relationships to achieve high performance. New York: McGraw-Hill.
Morrison, S. A. (2001). Actual and potential competition estimating the full effect of Southwest Airlines. Journal of Transport Economics and Policy (JTEP), 35(2), 239-256.
Hallowell, R. (1996). Southwest Airlines: A case study that links employee needs satisfaction and organizational capabilities to competitive advantage. Human Resource Management, 35(4), 513-534.
