✈️ No bag fees. No assigned seats. No problem! Southwest Airlines ranked highest in customer satisfaction for the economy/basic economy segment in the J.D. Power 2022 North America Airline Satisfaction Study. On the latest episode of the J.D. Power Travel & Hospitality Podcast, Andrew Watterson, Executive Vice President and Chief Commercial Officer for Southwest Airlines, sits down for a one-on-one interview with Michael Taylor to talk about Southwest’s business strategy, company culture and future plans. The J.D. Power Travel & Hospitality Podcast is a monthly podcast that delves into the latest news and trends affecting the travel industry. SUBSCRIBE NOW and get the latest podcasts sent directly to your favorite podcast player! 🎧🗣🎙> https://linktr.ee/travelpodcast In this episode, you’ll hear a discussion on… 0:30 — Introduction and Andrew tells us what he does 0:55 — Andrew speaks briefly about the J.D. Power award win 0:30 — Andrew briefly introduces himself, what he does at Southwest Airlines and acknowledges the company’s award for ranking highest in the Economy/Basic Economy segment of the J.D. Power 2022 North America Airline Satisfaction Study. 1:20 — Mike asks Andrew about Southwest’s value proposition. What does the airline offer flyers that’s different than the competition? Andrew speaks briefly about Southwest’s bundled offering, “backed by pro-consumer policies and delivered by very engaged employees that deliver outstanding hospitality and service.” 2:30 — The two talk a little more about Southwest’s resistance to charge bag fees, which represent $28.1 billion in revenue across the industry. Mike asks Andrew about the philosophy of bundling baggage fees into the ticket price. 5:00 — Mike asks Andrew how Southwest Airlines keeps customers satisfied. 6:00 — The two talk about Southwest’s open seating policy and boarding process. Andrew offers some insights on how the process actually helps drive customer satisfaction. 8:30 — Southwest excels at hiring engaging, friendly associates. Mike asks Andrew how the company finds and trains their employees. Andrew mentions he was turned down from working at Southwest Airlines for 17 years before he was finally hired and that all employees go through a comprehensive hiring process and training. 10:45 — Mike wonders if humor is a part of the hiring process. Andrew says, “A fun-loving attitude is something we look for.” 11:45 — Mike asks Andrew about Southwest’s strategy with business travelers. Andrew talks about Southwest’s origins as a business carrier in Texas and the challenges it encountered with expanding service to the East Coast. Andrew talks about adding more business flights in the East and more leisure in the West, targeted to expanding the business. 13:00 Andrew talks a bit more about business travel and what the airline is doing to support these customers. 14:00 — Andrew talks a bit about the in-cabin experience at Southwest Airlines and what the airline offers passengers. 15:00 — Andrew talks about the new cabin experience and various upgrades that will be made to new aircraft cabins. 17:00 — Mike asks Andrew about the future of Southwest’s fleet. “We have a very well calibrated offering. We just need more of it.”