Originally Posted by wetrat0

In terms of corporate culture of customer service my opinion is that Southwest > Delta > AA == United. All but Delta are unionized.

In every issue of the Southwest magazine they publish letters from customers about FAs, GAs, pilots going out of their way even at great personal expense to help a customer in need (stuff like, I was flying to my mother's funeral in a snowstorm and there were no rental cars and I was in tears until a Southwest FA saw me and volunteered to drive me 100 miles to get there in time even though she was on the end of a 4-day trip). Of course this is corporate propaganda (I have no doubt that the featured employees are also rewarded) but the fact that these stories even exist at all and that the company goes out of the way to find them and publish them, speaks to the culture of the company. And from the employees I have talked to, it seems that the fundamental principle at work is that Southwest just doesn't hire the kind of person who would hate their job (not hard when you have 100 or more applications for each opening).

Of course there is another variable at work here. Go back to the list of airlines and ask for each one "How long has it been since a major merger or acquisition, and how successful was the integration?" and I think you will have a big hint as to why they are ordered in the way they are.

Originally Posted by michaelaeaston

Hi. I mostly fly Delta and partners but lately have taken a few flights on American in domestic first and international business. It was surprising to me that the domestic flights basically had drink and meal service and then a full hour or more before landing the flight attendants were cleaning up the cabin. No refills offered and the attitude was very much hurry up and sit down, on their part. And then flying to and from Spain in business the same thing happened, including them taking the headphones well before landing. The whole American experience seems to have really gone down hill to me since I last flew them (before the merger). Are my recent experiences consistent with how American is these days? Granted it was two flights in business and maybe 7 or 8 in domestic first. But it was consistently sad and lacking. Very curious to what your thoughts and opinions are on service. Thanks.