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"Foremost, we want you to know that it is never our wish to inconvenience our valued customers. We tell our employees we are in the customer service business?we just happen to provide airline transportation. It is a privilege to serve your air travel needs" (http//www.southwest.com).
Southwest promotes their frequent flyer program on their website, which allows customers to accumulate points when they fly. "We count credits, not long miles. It takes only eight roundtrips or 16 one-ways within a consecutive, 12-month period on Southwest to receive a roundtrip award" (http://www.southwest.com). These statements suggest that the carrier not only wants to provide good service, but is also concerned with providing benefits not offered at other airlines...
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