Why don't more airlines WOW their passengers?

I talk about airlines quite a lot.

Airlines should be masters of delivering brand experiences that delight consumers.

I regular fly BA and they are pretty good.

I have moaned about Ryan Air.

I have enthused about SW airlines.

I want to enthuse about SW again because, although I have never travelled with them, I read a lot of positive stories about them.

And no wonder....a quick look at their mission statement says it all:

"The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit."

They obviously walk the talk.

This video is a great example of how employees look for ways to WOW the consumer... so they have a great brand experience...probably choose SW again...and may be even tell their friends/advocate SW airlines.

Other airlines - particularly low cost airlines - should take note

Flyers don't always care about the brand experience

I spend most of my time blogging about the importance of delivering great brand experiences that drive advocacy.

I focus mainly on approaches and brands that get this right.

I also occasionally talk about brands that get it spectacularly wrong.

Ryan Air, however, falls into a completely different category.

I read in Brand Republic that Michael O'Leary, chief executive, is currently talking to Boeing about designing airplanes with standing room.

Unbelievable.

Ryan Air are already planning to charge 'cattle' (fka passengers) for going to the toilet, as well as abolishing check-in facilities and instead demanding that all check-in on-line at a cost of £5.

Oh well... there will be proportion of flyers for whom price is the only factor and Ryan Air are doing an extremely efficient job finding new ways to cater for this group.