Southwest Case Study

                                                                                LEHAR KHANNA

ASSIGNMENT 1: - SOUTHWEST CASE STUDY

Q1. Should Southwest save low-numbered boarding cards for its most frequent fliers? What is the key motivation for your opinion? What are the tradeoffs that Southwest must consider in making this decision? 

A. In my opinion, I’m not completely convinced with why southwest shouldn’t save on few low numbered boarding cards for its fliers. I suggest they should hold on to low numbered boarding pass not for frequent fliers in general but for some special cases. This should be done because in the article at the end the Bast was planning to switch from southwest to another airline which provide business services for frequent fliers.

Firstly, if there are rules to abide to by the airline then there should be some compromises made from the both the ends. For example, Bart did pay a prize in terms of time for being late for her flight. She had to wait for long hours till she could catch a flight of the same fare. This got her frustrated by the end and her frustration was in a way felt by other passengers. This resulted in upsetting the passengers even after they abided to the rules e.g. Mack. If they would’ve provided the seating, she wished probably she wouldn’t be so annoyed.

Secondly, she had arrived way before the boarding so technically also she deserved to receive low numbered pass. If It would’ve been any regular customer with no rewards card then such exceptions shouldn’t be made but, if we have most frequent travelers then services should be provided to not lose out on an important customer.  

Southwest believes in keeping their customer happy, first come first service and emphasis on building personal relations. But some rules in my opinion should be flexible for both sides, to continue keeping their every policy valid.  

Tradeoffs southwest must consider in making decisions should be that probably the economic passenger would be unhappy. This can result in decrease of customers arriving for early boarding. Customers who choose southwest strictly due to their “first come first serve” would give second thoughts.

Q2. Should Southwest allow its most frequent fliers that have missed their flight to take the next available flight with an empty seat or should these customers have to wait for the next available flight with an empty seat within the same fare class? 

A. Customers who have missed their flight should have to wait for the next available flight with an empty seat within the same fare class. If we allow passengers to take the next flight without any fare difference, then it wouldn’t be fair for the other economic passenger. Also, this act would encourage the travelers with reward points to be late. There must be some rules if not then every business employee could take advantage of this policy. The above decision has two advantages. First, the flier is not confined to wait, they can pay just the difference amount to board onto the next flight. Second, the flier either must wait to utilize their ticket. In both cases the flier doesn’t lose out on the money they paid for their original ticket.