In 2008 I flew 150 segments on AA (a flight with a layover is two segments). I fly Southwest sometimes, but I would never consider it for frequent travel.
On AA, they recognize that life is hard for people who fly very frequently. First class upgrades after a long week make a big difference. Being able to show up late to the gate and still get my preferred seat makes a big difference.
Southwest is great for casual travelers. While AA costs more it is 100% worth if for someone who travels every week.
As for the website as an indication of overall customer service, I have to disagree. I can call in and they know who I am and what flights I have booked from the caller id. When a travel day is going less than smooth, being able to call someone directly and get it resolved is great.
I was a frequent United flyer and agree completely. Massive route network, customer service and huge schedules are critical for business travelers.
What is most striking with the legacy carriers is the different level of service offered between a 100k+ flyer and someone who flies twice a year. This is where Southwest, JetBlue, and the LCCs are really strong. Consistent service is nice.
In 2008 I flew 150 segments on AA (a flight with a layover is two segments). I fly Southwest sometimes, but I would never consider it for frequent travel.
On AA, they recognize that life is hard for people who fly very frequently. First class upgrades after a long week make a big difference. Being able to show up late to the gate and still get my preferred seat makes a big difference.
Southwest is great for casual travelers. While AA costs more it is 100% worth if for someone who travels every week.
As for the website as an indication of overall customer service, I have to disagree. I can call in and they know who I am and what flights I have booked from the caller id. When a travel day is going less than smooth, being able to call someone directly and get it resolved is great.