The carrier will upgrade its wifi service, add more USB chargers, increase carry-on space, and provide more options for passengers
The American airline Southwest announced several new changes and service improvements on Wednesday in a press release. The carrier will develop a 5-year plan to optimize customer experience and will invest over two billion dollars to reach all goals.
Southwest Airlines—based in Texas— has recently been awarded the 2022 J.D. Power Award for “Highest Customer Satisfaction” in North America among economy carriers, but its commitment to offer a better service does not rest, according to its most recent statement.
The company published its main changes and goals to modernize customer experience and promised to enhance wifi connectivity onboard, install better technology for power outlets, offer more space for carry-on items, include more entertainment options, enable new self-service features, and will launch a new fare category, the Wanna Get Away Plus.
Bob Jordan, Chief Executive Officer, said: “You can never stop working to get better, and as our beloved Founder Herb famously said, ‘If you rest on your laurels, you’ll get a thorn in your butt!’ We have a long and proud history of offering Legendary Customer Service and warm Hospitality, and we have bold plans and significant investments to modernize and enhance the Southwest Experience.”
The CEO also added: “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.”
The low-cost carrier has been expanding its network during the past few weeks, offering routes in the United States and abroad, and now they will also focus on new service improvements.
More About The New Changes
Southwest Airlines stated that they want to offer their clients a better service and that they also listen to complaints and suggestions. Jordan said: “We listen to our customers, and their insights help us deliver on and exceed their expectations.” These are the main new changes and updates:
The low-cost carrier understands that connectivity has become more important for its customers, and will be upgrading its wifi equipment on their current fleet with provider Anuvu and implementing hardware with 10 times better bandwidth and speed.
This service is already being tested on some routes, and the carrier also announced a collaboration with Viasat, an industry-leading satellite connectivity provider, for higher quality internet and live television.
The carrier will install USB-A and USB-C power ports on every seat, without compromising legroom. Tony Roach, Southwest’s Vice President of Customer Experience and Customer Relations, said: “The ability to keep your devices charged while you are connected inflight is a request that we’ve heard consistently in ongoing conversations with our customers.”
Wanna Get Away Plus
This new fare will become available later this month and will bring more flexibility: the ability to transfer travel funds and make same-day seat changes on an available flight between the same origin and destination.
Southwest adjusting space to make more room for carry-on bags and give passengers the option to bring two free carry-on bags —size and weight limitations apply. Next year, travelers will find larger overhead bins for their personal items.
Along with a large beverage selection, the airline will include additional seasonal options like a bloody mary mix during summer, and will also include other alcohol options like hard seltzer and rosé in September.
Another feature will allow customers to add lap-child travelers when booking online. Currently, the airline also changed its self-service kiosks to allow travelers with lap children to check in.
Travelers interested in learning more about Southwest’s new updates and getting more details about the new features can visit the company’s official website and the news page.
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