“After flying Southwest for many years I wanted to share my thoughts about the service I’ve received. I’ve always said you can’t buy or sell culture. A company either has it or doesn’t. Culture is a way of thinking that employees internalize, and it becomes a part of who they are. Southwest has done that better than any other airline. The consistency with Southwest is unmatched. I understand that other airlines may provide a seat number, a TV, or other conveniences that are perceived to be great. For me, it was always about feeling cared for when I’m away from my family. A smile and being treated with respect and dignity completely overshadowed things offered by other airlines. I don’t think I ever had a bad experience with Southwest-from People on the phone, at the gate, and on the plane. That doesn’t mean there haven’t been travel issues. But the empathy from Employees made me trust that all would work out. In a world where businesses are begging for good reviews, when I ask for an Employee’s name to leave a great review, the response is “That’s so kind of you, but I’m just doing my job.” It was me doing the begging! Like I said, a company has a culture of great customer service or they don’t. Southwest has it consistently day in day out!”