How the company caters to you? Since you were interested in them.
When you choose a brand, it also caters to you in reverse. In its way to recall your identity with them, to make you believe your choice is right.
Since LCCs (Low-cost Carrier) captured the cheaper market segmentation of airlines. Many companies achieved the same as their full-service airline counterparts, even some LCCs are more popular.
Southwest Airlines is one of the most successful companies in the U.S. market. Also the best airlines of 2020.
There are many ways to cut costs, including no in-flight meals, no free checked luggage, etc. But one primary principle for LCCs is cutting labor costs instead of passenger self-service, such as self-check-in and online booking.
On mentioning online booking, travelers don’t need to call even go to an agency for ticket-booking. Since we have our smartphone and PC, just log in to the official website or App that you can purchase for your journey, even for your customization options.
Here is the Southwest’s official website, as a traveler, my demand was satisfied cuz all crucial blanks are in the central. I can easily get access to the ticket infomation I need.
But the promotion part is what I want to emphasize. The big banner on the top with the blue background and said “Last call: wanna get away?” and a big “$50”. It’s user-centered since passengers who have a limited budget are preferred LCCs. It just like someone is telling the viewer that “hey, click here then you may get more discount for your trip”. Additionally, we are free to cancel and change!
Besides, the travel updates section is obvious for users and easy to use, just click the button.
Unlike other companies, Southwest didn’t apply AI chatbox for customer service. I have to say it is a release for me because I was impatient with Erica of BofA’s repeated and useless “Hi”, even sometimes they need you to say your question loudly.
Overall, there are three main colors applied in the website, “sunrise yellow” “bold blue”, and “warm red” which are the main colors of the company. Closed to the enterprise aesthetics, not only uniforms of flight attendants but also logos and websites. It’s relevant and a unified visual effect people will recognize. That is Southwest’s way to cater to you. Branding is also constructed in the process. As their slogan, “Low fares. Nothing to hide. That’s TransFarency!”, no rhetoric but obvious goals. It works finally.
