OPINION: Nobody Complains About Southwest Airlines

So I clicked on over to the DOT's website to take a first hand look at the 2004 airline results. Here's one thing that jumps right out at me. The top 5 when it comes to lowest complaint rate is dominated by low cost carriers. The best of the best is Southwest Airlines with a miniscule .09 complaints per 100,000 "enplanements", followed closely by JetBlue at .19. To put that in perspective United Airlines is roughly midpack with a .88, Delta Airlines on the high end at 1.06 and US Airways is way outta line with a whopping 4.06.

I think I understand why JetBlue would rank well up in the standings. This is a low fare carrier offering up some pretty nice service and by all accounts they do it well. But how does Southwest do it? This is strap-their-butts-in-a-seat-and-sling-'em-peanuts service. Why does this NOT rub people the wrong way? I say its because they manage expectations. Southwest does not pretend to be anything they are not. They take great pride in offering low budget transportation to the flying masses. Their image is self perpetuating at this point. Thus, the people pay peanuts get peanuts and thats just fine with them because they just saved money.