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Thursday, September 08, 2005

Good customer service recently: The David Allen Company - I had bought their Outlook plug in before a hard drive crash. Sent an email, received a message back the same day with information on how to reinstall it.

Xdrive.com - Needed to change the official email address on an account, vs. the mailing email address. Sent an email, heard back, confirmed some personal information, done the same day. Very nice.

Not so great. Southwest. Great reservations system online. It appears their first come, first serve assignment of boarding groups now rewards people who check in online 24 hours before their flight. Interesting socio-economic model. Do people who aren't as computer savvy end up checking in at the airport, and getting the worst boarding group. It doesn't seem like the flights board quicker, because everyone tries to sit up front. I can't believe anyone enjoys 60 person long lines that start substantially before boarding.

2 Comments:

Anonymous mjb said...

Southwest may be profitable, but I avoid them like the plague. I am happy to pay a premium on another airline to avoid jockying for a seat on Southwest with clowns who don't know how to fly. But to your point, discriminating against customers who aren't computer-savvy is a suspicious angle for SW to play. It's one thing to tell customers they can get the best fare online, but what if you're on vacation and don't have access to a computer to check-in? Why would you get "punished" for that?

10:48 AM  
Anonymous DRG said...

Is there an 800 number to check-in for Southwest?

9:28 AM  

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