Why does Southwest have such bad performance stats but the fewest complaints? According to the Bureau of Transportation, Southwest ranks last in on-time departures, mishandled baggage, and denied boardings, yes it gets the fewest complaints.
The data may surprise you considering each airline's reputation. We seem to think of Southwest as a customer service superstar-and it is when it comes to complaints, with the fewest of the bunch. One theory for this disconnect is that Southwest's interactions compensate for its other disappointing metrics:
- Do you agree with the theory that Southwest gets the fewest complaints because of how employees treat customers? What are other possible theories?
- Conversely, look at United's number of complaints. Does that make sense, given that airline's other metrics?