The rap on Southwest.

Through good times and bad, Southwest Airlines stays on brand as a no-frills, low-cost, wacky-humored carrier.

Here's a video of one of their flight attendants on a flight to Oklahoma City this month doing his safety announcement as a hip hop rap—with passengers stomping and clapping along.

Note: In a tight economy this kind of customer service (keeping the passengers musically entertained while imparting necessary information) doesn't cost the company a thing!

Of course Southwest does other things to keep customers happy. In a 2008 survey by Fortune and the Hay Group, "Southwest was the most punctual, lost the fewest bags, and had the least complaints compared with its peers."

And in a 2009 survey by Fortune Southwest was chosen #7 among the World's Most Admired Companies. This company not only rocks, it raps.


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5 Comments

  1. Hi John - how great to see people encouraged to have fun at work. Great management based on not much more than common sense - whatever next? :-)

  2. Shoulda mentioned that Southwest's greatest strength is its innovative business model, beginning with its quick-turnaround, point-to-point, high aircraft utilization strategy (combined with its low cost, no frills service). It also pioneered specific innovations as senior discounts, ticketless travel, and same-day freight delivery. But I love em because they encourage wackiness. A true rock & roll airlines.

  3. I wonder how long they can keep up their no layoff policy if the economy gets rockier. 2009 should be a real test.

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