Case Analysis Of Southwest Airlines

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The airline industry has been full of competition for years. It takes determination, preparation, knowledge, and recourses to start an airline company, and that is just what happened forty-five years ago in Dallas Texas. Southwest airlines is an very successful airline company serving around 100 million customers annually (Southwest Corporate Fact Sheet). Many things stick out about Southwest such as their satellite-based WIFI and free luggage. These accommodations appeal to the customers. The company described its mission as “dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit” (About Southwest). But from a business standpoint it is necessary to look into …show more content…

Chief executive Gary Kelley has said “the airline has an opportunity to add up to 50 new destinations over the next few years as it continues to grow” (CEO Lays Groundwork). This is a huge step for Southwest and will allow them to stay competitive in the industry. They are also looking at having more straight flights available to states within the United States that cut out layovers. This would increase customer satisfaction and retention. Looking at aspects such as customer satisfaction is a big way for Southwest Airlines to stay competitive. The low-fares and customer satisfaction is what Southwest Airlines is built on, and in order for them to stay competitive, they must maintain that foundation. Just in their slight mess up in 2014, they were able to see how important pleasing their customers actually is. It did not take them very long to reverse their actions. When it is all said and done, making more money by cramming flights together was not cost effective considering the loss of customers. It is also important for Southwest to continue innovation and creativity. In a competitive industry that is always changing, they will need to stay up to date and fresh when it comes to new ideas. They should continue looking at ways to grow and expand, without giving up any of the aspects that make them the successful company that they

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