The Insider: A Tale of Two Airlines -- National Geographic Traveler

The Insider: A Tale of Two Airlines -- National Geographic Traveler

By Christopher Elliott http://travel.nationalgeographic.com/travel/traveler-magazine/the-insider/airline-comparison/

From the December 2012/January 2013 issue of National Geographic Traveler

In travel, as in life, there are heroes and villains. There’s good and evil. And there’s Southwest Airlines and Spirit Airlines.

Both are no-frills discount carriers, and both are success stories in the economic sense. But that’s where the similarities end.

Spirit is known for its preponderance of fees, the risqué tone of some of its ads (as in the naughty “MILF” acronym for its “Many Islands, Low Fares” sale), and a take-it-or-leave-it attitude toward customer service. Southwest has a reputation for inclusive fares (one of the few airlines left that don’t charge extra for a checked bag), a Texas-style hospitality (concerts on planes), and its famous customer-focused way.

A look at these airlines offers a window into the relationship between air carriers and their customers, revealing why the modern flying experience can be so infuriating... http://travel.nationalgeographic.com/travel/traveler-magazine/the-insider/airline-comparison/

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